FREQUENTLY  ASKED QUESTIONS

HOW IS MY SERVICE BILLED?

Our services are billed in advance. This means that when you are debited, you are paying for the next month's service.


Update 14/05/2021

ARE THERE ANY
PRO-RATA CHARGES?

Yes, there is, as the service is billed for in advance. These charges will be calculated on the day of your installation and you will be provided with an invoice. Should you have questions in this regard please contact our accounts department. (* Pro-rata rates don't apply to capped services.)


Update 14/05/2021

WHICH DEBIT ORDER DATES DO YOU SUPPORT?

We allow customers to choose the7th, 15th, 25th and 31st


Update 14/05/2021

CAN I STOP MY SERVICE WHEN I GO ON HOLIDAY?

Unfortunately, we do not allow for the temporary suspension of services. We have to continue operating a reliable network, monitoring links, billing etc. regardless of your usage.


Update 14/05/2021

MY ROUTER IS SHOWING AN ORANGE LIGHT/ NO INTERNET?

One of the possible reasons for the orange light to appear on your router is a loose connection or damaged cable. Therefore it is recommended to check whether all the cables are properly and firmly connected. Also checking the cables for visible damage or unnatural, extreme bending is important.


Update 14/05/2021

WHEN I SCAN FOR MY WIFI NETWORK NAME, I AM NOT SEEING MY SELECTED WIFI NAME?

If the desired network SSID is not displayed on the screen, check the following points. Make sure that the wireless access point/router is powered on. Move your machine to an area with no items which obstruct the wireless network signal, such as metal doors or walls, or closer to the wireless access point/router.


Update 14/05/2021

HOW DO I CHECK MY USAGE ON A CAPPED P.I.N.G. WIRELESS ACCOUNT?

You can check your usage on our client portal, where you can download the App from Google or Apple stores. The App you would need to search for is Splynx. When signing up you will receive the login information where you will be required to create your login details.


Update 14/05/2021

HOW DO I PERFORM A SPEED TEST ON MY LINK?

YOU CAN DO A SPEED TEST VIA THE FOLLOWING LINK: https://www.speedtest.net/

Differences in available bandwidth: Make sure that the tests don't overlap each other, as each test needs to have your entire bandwidth to itself. Additionally, make sure nothing else is downloading at the same time.
Differences in connection: Make sure the phone and your computer are testing on the same connection. You may have Wi-Fi turned off, and accidentally be testing your cellular speeds instead.
Differences in hardware: If you're both on a Wi-Fi connection, know that phones and tablets typically have less sophisticated Wi-Fi antennae than larger devices like laptops. This difference may negatively impact your phone's Wi-Fi speed, especially in areas of high interference on the 2.4 GHz Wi-fi frequency


Update 14/05/2021

WHAT SPEEDS CAN I EXPECT TO GET DURING THE PEAK HOURS OF 6 PM-10 PM?

During peak times your usage could be roughly anything from 75%-85% of your package.


Update 14/05/2021

ONE OF MY DEVICES CANNOT CONNECT TO THE WIFI?

It's probably just a momentary network issue. Try turning off the Wi-Fi on your device, then re-enabling it. If that doesn't work, do the same with your router by unplugging it and then plugging it back in 30 seconds later.


Update 14/05/2021

WHAT WARRANTY DOES MY ROUTER CARRY?

1 Year warranty.


Update 14/05/2021

LIGHTNING DAMAGE TO DISH?

The dish that is supplied for wireless Internet access is not covered by Ping Internet for damage caused by lightning.
It is the client's responsibility to ensure the equipment is part of their household insurance.
Should your dish be damaged by lightning and is not covered by insurance you will be liable for a charge of R2200 for the replacement of the equipment.


Update 14/05/2021

RELOCATING?

When relocating, our clients need to notify us at least two weeks before moving. This will provide us with enough time to see if your new location is within our coverage area.
A migration form will need to be signed.
There is a once-off relocation fee (R999) on wireless equipment.
Should the client remove the equipment themselves, Ping Internet does not take any responsibility for any damages and the relocation fee will then be R550.
If you have an outstanding balance, Ping Internet will not be able to process the relocation unless you have made a payment arrangement, or you settle your outstanding balance.
Should you have fibre and relocate to an area that has fibre as well, you will be liable for all installation & activation fees.
Should you move into an area where Ping Internet will no longer be able to provide a service, normal cancellation terms and conditions apply.


Update 14/05/2021