General Info
Direct Debits
Last Updated: 10 October 2025🎯 How Our Debit Order System Works We encourage you to use our monthly debit order service – it’s less admin for everyone. If you would like to use the debit service, please complete the Debit Order Mandate form. It takes 3 minutes. Your unique link would have been emailed to you after you placed...
SMTP Servers
Last Updated: 10 October 2025✉️ SMTP Email Services and Relays TL;DR – As a fibre-only ISP, we do not provide email or SMTP relay services. Your email provider should be providing you with SMTP services. If you are using your current/old ISP’s SMTP service to send emails, you could have an email sending problem if you switch to Atomic....
Scope of Services
Last Updated: 24 October 2025This document outlines the scope of services we provide based on what customers are paying for. It also aims to define where our responsibilities end and when customers need to take responsibility themselves or involve other service providers. What you are paying for on your Atomic invoice Fibre line rental Internet access Support and advice...
Moving Properties
Last Updated: 10 October 2025🚚 Moving home or office? Here’s how to move your fibre service. If you are moving and want to move your fibre service, this guide explains the process to get set up at your new property. Good to know: As fibre is a physical cable that connects your property, it’s not possible to move the...
How Discounts Work
Last Updated: 10 October 2025🕹️ How Referral Discounts Work We have various discount options for customers! When you refer a new customer to Atomic, you will get a 5% discount on your service at the end of the month they are activated, every month they are a live customer. The discounts go up to 20% as outlined below. 🤔...
Holiday Freeze Period
Last Updated: 31 July 2025ℹ️ This doc is for the Dec 2024-Jan 2025 season and may be updated if new information is provided. Each year during the South African Summer Holiday period, most of the local telecoms industry takes a break between 15 Dec and 15 Jan – and you can’t really get anything new installed. Support can be...
Upgrade, Downgrade or Cancel
Last Updated: 6 September 2025Please use the Change Request form to Upgrade, Downgrade or Cancel your service with us. You can also use this form to update your Contact Details, update your Billing Details, add a Static IP Address or move your Fibre box.
VoIP – Voice over IP Phone Services
Last Updated: 4 August 2025📞 VoIP and using your landline number over fibre Please note that pricing and product information relating to Switchtel might change, please visit their website via the link for the latest information. If you want to cancel your landline but not lose your number or save money on your calls then you can use VoIP....
Short Term Fibre and Pausing a Line
Last Updated: 17 August 2025🏖️ Can I order fibre for only 3 months for my holiday home? Yes. If a customer is knowingly only going to stay for a few months, the full activation fee is billed up front. Depending on the fibre network, this can range between R850 and R1750. 🏗️ Can I pause my fibre service for...
Backup Connectivity – GSM Failover
Last Updated: 22 October 2025Fibre to the home (FTTH) lines usually come with a ‘best effort’ SLA from the fibre network, and it can sometimes take 3 business days to restore a fibre line. If you work from home or have critical services like alarm systems, we recommend adding a backup internet connection. 🥈 Backup connectivity options ⚙️ Hardware...