This 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 via our email ticketing system
- Router hardware, if supplied by Atomic
Our responsibilities related to the invoice items above #
- We’ll make sure your fibre line is healthy and stable, see Fibre Network Repairs below
- We’ll make sure your internet access is fast and reliable, at the ONT/CPE Ethernet port
- We’ll do our best to assist when things go wrong and be helpful with advice
What’s NOT included in your invoice #
- On-site support
- WiFi and LAN support
- IT support for your PC, laptop, phone, TV or camera system
Where our responsibility ends #
- The Ethernet port of the fibre ONT / CPE is the line between our service and your network (LAN)
- We can NOT take responsibility for your network and wifi equipment
- It is your responsibility to give the fibre ONT / CPE stable power
- It is your responsibility to make sure you have access to the ONT / CPE so you can check the status lights and reboot it
- It is your responsibility to make sure there is only one MAC address on the fibre line (not bridged).
How to solve problems outside of the scope of our service #
- You can read up on the topic and help yourself
- You can ask friends and family for advice
- Sometimes you can get support from the people you purchased your equipment from
- You can use paid on-site support
- If none of these options work for you and you basically insist on free on-site support, we will have to ask you to find another ISP
Examples of things we can help with #
- Your fibre ONT/CPE breaks, or your fibre cabling breaks
- Your fibre line has low signal or packet loss
- You find a routing problem to a website on the internet
Examples of support NOT included in our standard services #
- You find an area in your home with slow wifi and poor signal
- Your security camera does not want to connect to your wifi
- Your laptop locked to a corporate VPN has slow wifi speeds
Useful Guides #
It’s a good idea to… #
- Make sure you have a laptop or PC with a Gigabit Ethernet port
- Ideally, also have a 2nd Ethernet cable to test with, Cat5e or Cat6 spec
- Power your router and ONT/CPE with a DC-UPS
- It’s usually less expensive to upgrade your wifi router and get a DC-UPS than to pay for an on-site support service
Fibre Network Repairs (FNO Process) #
- It can take a business day or two for the FNO to repair a fibre line
- The fibre networks usually schedule their own appointments
- They will usually phone from an ‘unknown’ number to arrange the visit
- They will in most cases need access to your property
Hardware Purchased From Atomic #
- If we supplied hardware and the device is faulty, we will swap it within the first 30 days of use
- If a device is faulty after 30 days, we can check its supplier warranty (usually 12 months) and arrange a swap, but there will be a courier cost
- If you suspect the hardware is faulty, you will have to troubleshoot and show evidence of the problem or pay for on-site support to troubleshoot and find the problem
- If a router PSU (power supply) fails, we will usually only replace the part that failed and not swap the router
Our Wifi Policy #
From our signup form: I understand that Atomic will do its best to help and give advice, but cannot guarantee Wi-Fi performance and/or Wi-Fi coverage within my property.
Our Ethernet Testing Policy #
A cabled test is the only way to isolate the fibre line in the troubleshooting process. The fibre networks require a cabled test before we can open a support ticket.
If you have a laptop but you don’t have a gigabit Ethernet adapter, please consider buying one. You can also try to ask a friend or neighbour to help you do a cabled test if you wish to avoid buying an Ethernet adapter.
From our signup form: I understand that in order for Atomic to test the quality of the fibre line, I may need to plug a computer into the fibre ONT/CPE with an Ethernet cable.
Fibre line troubleshooting is like printer troubleshooting: Sometimes the people who sold you your printer will ask you to print a diagnostics page before they can suggest a solution. It’s usually cheaper and quicker if you can do your own basic troubleshooting. The alternative is to pay for a call-out and on-site support services.
We STRONGLY suggest all customers have a laptop or PC with a gigabit Ethernet port. If you are not able to do a cabled speed test, this can dramatically slow down the troubleshooting process and cause frustration. You will need to pay for on-site support to do something very basic.
View our guide for how to do a cabled test.
Our On-site Support Policy #
From our signup form: I understand on-site IT support is not included in the monthly Atomic service fee. The Fibre Network Operator will be responsible for on-site installation and repairs.
Paid On-Site Support Option #
On-site in-person support arranged by Atomic.
More On-Site Support Options #
- Cape PC Services
- Based in Stellenbosch
- https://www.pcservices.co.za
- Xiante
- Based in Durbanville
- richard@xiante.co.za / WhatsApp: +28 83 274 5566
- Dylan Rosser
- Based in Newlands
- dylan@rosser.co.za
- AssetSure
- Based in Somerset West
- phil@assetsure.net / +27 82 660 0420
