Quick answers.
Real help.

Try again in good light with your whole face in the frame. Hold the phone steady and follow each instruction on the screen.

If it fails again, message us and we'll help you from there. We'll never ask you to send a photo of your ID over WhatsApp.

Your browser needs permission to use the camera. When your phone asks, choose Allow.

If you blocked it earlier, open your browser's settings for fibertime.app, allow the camera, then try the step again. If it still won't open, try another browser on the same phone.

fibertime.app tells you exactly which details to enter for your beneficiary, the person who receives the benefit. Enter them in the app only.

Never send ID numbers or beneficiary details over WhatsApp, SMS or email.

Buying a product doesn't finish the benefit setup on its own. Open fibertime.app, log in and complete the remaining steps: your details, the identity check and your beneficiary.

Your internet product works as normal in the meantime. Once setup is complete, check your cover confirmation. If you can't find one, ask us.

This page can't show whether your cover is active. If you have completed all five steps and can't find a cover confirmation, message us and we'll check with you.

Until you have it, don't assume the benefit is active.

For questions about what the cover includes, or to start a claim, message us and tell us it's about the funeral benefit. We'll point you to the right contact.

Internet problems have their own help: Loadshedding & Downtime.

fibertime™ is pay-as-you-go fiber internet for homes and communities across South Africa. No contracts. No debit orders. No credit checks. No installation fees.

You buy days of access, not data bundles. While your product is active, your internet is uncapped: no data caps, no throttling. Every home gets a free router and UPS battery installed.

1. 1
   Sign upA fibertime™ rep comes to your door, or find our info desks in the community. Free.
2. 2
   Get installedFree router and UPS battery installed at your home, usually a few days after sign-up.
3. 3
   Join @fibertimeOpen WiFi settings and select @fibertime.
4. 4
   Log inGo to fibertime.app, enter your cell number, then your PIN or the OTP code sent to you.
5. 5
   Top up, buy a product, activateEnter your voucher code under Top up. The value lands in your balance. Buy a product with your balance, then activate it. How to top up →

No data caps. No speed limits. No surprises at the end of the month. Stream, scroll, game, video call, all day, every day, for every day your product is active.

• Check every character. Codes are case-sensitive, and 0 and O, 1 and I are easy to mix up.
• Make sure you're logged in to fibertime.app with your own cell number.
• Check it's a fibertime™ voucher. Airtime and other vouchers won't work.

Still rejected? Message us and have the till slip with you. Don't type the code into WhatsApp until we ask for it.

Refresh fibertime.app, or log out and log in again, then check your balance. Give it a few minutes.

If the balance is still missing, don't enter the voucher again. Message us with the till slip ready and we'll trace it.

Balance is money waiting to be used. It doesn't connect you until you buy a product and activate it.

1. In fibertime.app, choose the product you need and pay with your balance.
2. Select the product and activate it.

Product active and still no internet? See active product but no internet.

Four things that are easy to mix up:

• Voucher: what you buy at the till, from R20. It's money for your balance, not a product.
• Balance: the money in your fibertime.app account after a top-up.
• Product: what you buy with your balance. Each product covers a number of days for one device or a group.
• Activation: starting the product's days. A R20 voucher doesn't start any days by itself.

The fibertime™ voucher is the easiest way to pay for your internet. Buy it at the till at participating Shoprite Group stores or on the Money Market app, from R20. No bank account needed. Just say fibertime™.

1. 1
   Ask for fibertime™ at the tillAny amount from R20, while you do your normal shop.
2. 2
   Keep the slipYour voucher code is printed on it.
3. 3
   Top up at fibertime.appSelect Top up and enter the code. The value lands in your balance.
4. 4
   Buy a product and activate itPay with your balance, then activate the product. Full top-up steps →

The easiest way: ask for the fibertime™ voucher at the till at participating Shoprite Group stores, from R20, or buy it on the Money Market app. Keep the slip; your voucher code is on it.

You can also buy at your local spaza shop or through any of these. No bank account needed.

Once you have the code, go to fibertime.app, log in, select Top up and enter it. Then buy a product with your balance and activate it.

You simply go offline. No penalty. No charge. No contract to cancel. When you're ready to come back, top up with a new voucher at fibertime.app, buy a product and activate it. Your account and devices stay exactly as you left them.

It depends on what the app said. Pick the one that matches:

• The code was rejected
• The code was accepted, but my balance hasn't changed
• I have balance, but still no internet

1. 1
   Join @fibertimeOpen WiFi settings and select @fibertime from your list of networks.
2. 2
   Go to fibertime.appOpen your browser and go to fibertime.app.
3. 3
   Log in with your cell numberEnter your cell number, then your PIN, or the OTP code sent by SMS or WhatsApp if you haven't set a PIN.
4. 4
   Top up with your voucherSelect Top up and enter your voucher code. The value lands in your balance. Already have balance? Skip to step 5.
5. 5
   Buy a product and activate itPay with your balance, select the product and activate it. Its days start when you activate.

1. Join @fibertime in your WiFi settings.
2. Open your browser and go to fibertime.app.
3. Enter your cell number.
4. Enter your PIN. If you haven't set a PIN, enter the OTP code sent to you by SMS or WhatsApp.

• Check that you entered the cell number on your fibertime™ account.
• Check both SMS and WhatsApp. The code can arrive on either.
• Give it a couple of minutes, then ask for the code again from the login screen.

Still nothing? Message us from the number on your account and tell us you're not receiving the OTP code. We'll never ask you to send us a code.

Message us from the cell number on your account and tell us you've forgotten your PIN. We'll help you get back in. Don't share your old PIN or any OTP code with anyone.

Your account is linked to your cell number. Message us and tell us your number has changed so we can help you keep your account, balance and devices.

Yes. Phones, tablets, laptops, Smart TVs, gaming consoles. Anything with WiFi works. Each device joins @fibertime, then you add it in the app: fibertime.app → Menu → My Devices → Add Device.

A product has to be active for the device you want to use. A single device product covers one device. The group product connects up to five devices. Prices and durations show in fibertime.app before you buy.

No. Your fibertime™ account is linked to your cell number only. Even if someone joins the same router, they cannot access your account, your balance or your devices. You're in full control.

1. Check the TV's date and time. Settings → Date & Time → Automatic. A wrong time blocks the connection.
2. Check the TV is still on @fibertime. Some TVs drop back to another network.
3. Get a fresh pairing code on the TV and enter it again on your phone.
4. Try the MAC address route instead: TV without a browser.
5. Check a product is active for the TV in fibertime.app under My Devices.

Still stuck? Message us and tell us the TV brand and which step fails.

Your router is linked to your current address and can't be moved. If you move to an area where fibertime™ is live, WhatsApp us and we'll help you get set up at your new address.

Yes. fibertime™ is pay-as-you-go. If you don't buy a product, nothing happens: no penalty, no charge. When you're ready to reconnect, top up, buy a product and activate it. Your account stays exactly as you left it.

fibertime™ is a fiber-based service, so you need to be in a fibertime™ area to connect. You can use it anywhere in your community where you see @fibertime in your WiFi settings, but it can't travel with you outside coverage areas.

fibertime™ is live across townships in Cape Town, Johannesburg, Pretoria and other major cities, and expanding. The map shows areas, not streets, because the fiber reaches streets in stages. WhatsApp us with your address and area and we'll tell you what we know.

• Sign up when a fibertime™ rep knocks on your door
• Find our info desks in the community. We announce new street rollouts there
• WhatsApp us to register your interest and we'll add you to the list for your area

Once signed up, installation is scheduled based on your street's rollout plan, usually a few days. You'll get a free router and UPS battery. No fees. No costs.

Installation follows the rollout plan for your street, so a short wait is normal. If it has been longer than you were told, WhatsApp us with your name, area and address and we'll check where you are on the list.

1. Are you on @fibertime? Open WiFi settings and check you're joined to @fibertime, not mobile data or another network.
2. Are you logged in? Open fibertime.app. If it asks for your cell number, log in. Trouble logging in.
3. Is a product active for this device? fibertime.app shows your balance and products. Balance but no active product: buy one and activate it. No balance: top up.
4. Is the router on? Check the lights are on and the UPS battery is plugged in.
5. Reset the WiFi. Switch WiFi off and on, then rejoin @fibertime.

Still down? Message us with your area and what the router lights are doing.

Your product is fine. Something between your device and the router is not.

• Forget @fibertime in WiFi settings, then join it again.
• Check that the product is active for this device. A single device product covers one device at a time.
• Check the router has power and the lights are on. Unplug it for ten seconds and plug it back in.
• Try another device on the same WiFi. If that one works, the problem is on the first device.

Still nothing? Message us with your area and what the router lights are doing. If it's a problem on our side, we'll tell you what we know.

Paying adds money to your balance or buys a product. It doesn't connect you by itself. Open fibertime.app and check which of these you're at:

• Balance, but no product: buy a product with your balance, then activate it.
• Product bought, not active: select the product and activate it.
• Product active, no internet: see active product but no internet.
• Voucher entered, balance missing: see voucher accepted but balance missing.

Don't buy again. Your balance or product is still there, and buying twice won't fix a connection problem.

Yes. Every fibertime™ home gets a free UPS battery with the router. Keep it plugged in at all times. It charges when power is on and keeps you online for up to 6 hours during a power cut.

1. Confirm your device is joined to @fibertime (not mobile data)
2. Check in fibertime.app that your product is still active
3. Toggle WiFi off and back on on your device
4. Check your router has power and the lights are on

Still down? Message us and tell us your area so we can check for a problem on our side.