NETSTREAM FIBRE TO THE HOME

• Terms and conditions as displayed on Easyweb website (www.easyweb.co.za) are applicable.

• Supply of Netstream packages are subject to availability on the Netstream network only.

• Netstream packages are subject to price change if implemented by Netstream directly or VAT changes.

• All active packages require the Netstream CPE (Customer Premises Equipment).

• Provided that your area is situated in a Netstream fibre live network area, the installation of the service may take up to 15 working days to complete.

• A Free Fibre router is included in all Fibre to the Home offerings and is provided on the explicit understanding that the initial terms of the agreement is honoured. Should the agreement be terminated early, the cost of the router will be recovered from you.

• On Month to month agreements a 1 calendar month’s notice of cancellation will be required. If the customer cancels within the first 6 months, the Fibre router will be charged at retail price as the cancellation fee.

• The Once Off Fee is charged and comprises of the following:-
o Netstream connection Fee;
o shipping cost of the router to the customer; and
o an administration charge for processing the order with Netstream.

• Depending on the contract term taken, Easyweb will incur these once off costs on behalf of the customer.

• If the customer already has an existing installation at the premises, the Netstream connection fee only (in the amount of R1725 incl. VAT) will be waivered on the Month to Month agreement option.

• On Installation, any once off costs and pro-rate monthly fee will be due within the first 7 days of the customer’s link being active. Should payment not  be received within the 7 days, the account will be suspended and a re-activation fee will be applicable. Should the customer wish to add the pro-rate monthly and once off costs to the Debit order at the end of the first month, this has to be requested in writing to our accounts department debtors@easyweb.co.za.
• Should a customer still be in a contractual agreement and want to move premises, the customer will be liable for a re-installation and activation fee of R2999 incl. VAT, in order to relocate the services to the new premises. This price is subject to availability of fibre at the new premises. If the new premises already has an existing fibre installation, the installation fee will be waivered from the relocation cost above.
o If fibre is not available at the new premises, Easyweb can migrate the services to a different solution, be it; Wireless or LTE or ADSL and to the equivalent value of the original contractual agreement signed.
• If a customer is suspended due to non-payment of fees, a re-activation fee of R 150 excl. VAT (R 172.50 Incl. VAT) will be applicable.

• As of 1 October 2018, all installation fees are charged by Netstream to Easyweb Internet directly. Should Easyweb Internet process an application on behalf of a customer and the customer cancels on/before the date the installation is completed, the customer will be liable for the installation fee. Once the installation fee has been paid the customer’s line will be released.

• If a customer is moving from another ISP to Easyweb, the following will need to be provided:-
o Cancellation letter from the customer to the relevant ISP;
o acceptance of cancellation from that relevant ISP; and
o the date at which the line will be ceased.

• Please note that, Easyweb and Netstream do not facilitate the cancellation of existing contracts on the customer’s behalf. This needs to be dealt with directly between the customer and the relevant ISP.
• PROMO CODE if applying directly on Netstream Shop Front page = EASYFREE

• **If the option of the cordless VoIP phone is taken, the equipment is on a permanent rental basis and includes a SIP account in the monthly cost of this option.
o If the customer has a Telkom/portable number, this can be transferred to Easyweb at a once off cost of R289 excl. VAT (R 332.35 Incl. VAT) and takes approximately 15 days to port the number.
o Monthly call costs are not included in this option, please refer to Easyweb website (www.easyweb.co.za) to view the call rate charges per minute.

• On cancellation all rental equipment will need to be returned to Easyweb in the same condition it was received or will be charged at retail price.• Best-effort service

• We require 20 business days’ notice of cancellation as per the Consumer Protection Act (“CPA”).
> The customer will be liable for the notice month.

• Easyweb reserves the right to suspend accounts in arrears.
> The customer accepts they are still liable for their monthly fees even when the services have been suspended due to nonpayment.

• Installation does not include : setting up PC and email account or supporting internal network.

• All pricing is including value added tax (VAT) at the standard rate.

After Easyweb has received the customer’s application form with a copy of ID and utility bill, Easyweb will log the installation with the respective fibre provider.
The lead time for installation is approximately 15 days after receipt of the customer’s application if the customer’s premises is on a live/active network.
• The above lead time is dependent on the relevant fibre provider, Easyweb has no control over the physical installation of the fibre into the customer’s premises.

Fibre Router
The respective fibre provider will be in contact with the customer to arrange an installation date and time.
• If the customer has not been contacted within 1 week after the application was submitted, please contact your sales representative to follow up on the application.
• After receiving a date and time, please keep Easyweb informed of this information to avoid delays in the installation process.
Easyweb will post the fibre router to the customer after receiving the above date and time.
When the respective fibre provider arrives to install the connection into the customer’s premises, they will run a fibre line from the boundary wall into the premises and install a router (referred to as an ‘ONT Router’).
After the above ONT router has been installed into the premises, please connect the Easyweb fibre router supplied.
• Take the CAT5 network cable located in the box
o Plug into PORT 1 / LAN 1 / ETHERNET 1 of the Fibre Providers ONT
o Plug into WAN port of Easyweb router supplied

Please also take note that the fibre router has built-in wireless for internal devices to connect to the internet. (such as a cellphone/ IPAD / Laptop)
• The internal wireless is not guaranteed to go throughout the entire premises as every location is different. Should the customer find the wireless penetration is not sufficient throughout the house, please contact your sales representative to quote accordingly on an additional Access point and network cable run.
o An estimation of coverage, one router will generally go throughout a small 3 bedroom duplex unit

Completion of Fibre installation into premises
On completion of the fibre installation into the customer’s premises by the respective fibre provider, please allow 48 – 72 hours for the line to provision and activate.
If the Easyweb Fibre router has been connected, the connection will work automatically as soon as the respective Fibre provider has completed the configuration on their side.
If the connection is still not working 48 hours after the installation has been completed, please contact your sales representative immediately so Easyweb can investigate with the respective fibre provider.

Billing
Billing will commence once the fibre line has been activated by the respective fibre provider.
Please refer to Easyweb’s terms and conditions with regards to the billing procedure.

Support and Parties Responsibilities

FIBRE PROVIDER > EASYWEB > CUSTOMER

The respective fibre provider supplies the last mile connectivity to the customer’s premises.
• Thus Easyweb has no control over matters relating to the connection be it : downtime, a fibre break, line speed issues (caused by the respective fibre provider), power and/or other matters relating to the respective fibre provider’s network.

Easyweb supplies the bandwidth, billing and support to the customer. Fibre to the Home connections are a best effort service and the respective fibre provider has up to 7 days to repair the connection. Easyweb, to the best of its ability, will assist the customer to minimize this downtime when the complaint is logged by the customer. Should the customer require a more dedicated/guaranteed service, Easyweb can supply a backup link, please contact your sales representative to get more information on this option.

Please also note that Easyweb takes no responsibility or control over the internal network, Easyweb’s responsibility ends at the fibre router. Connecting of devices, switches, computers etc. are the responsibility of the IT person or customer.