A collection of Frequently Asked Questions.

🕹️ Why does my PlayStation say I have the wrong NAT type and show a slow speed test result?

We suggest you don’t trust the PlayStation tests – rather do a cabled test.

🎟️ Do you offer PPPoE test accounts on Openserve?

Yes, please contact our sales team. You’ll need to place an order to start the process, but you can cancel the order if you are not happy with the test results. Atomic cannot diagnose your fibre line until the fibre line has been migrated to Atomic.

🛜 How can I update my wifi password if the router is connected to your controller?

Please open a support ticket. Include the wifi network name and the new password you would like. Some router models have constraints on the characters they accept, so a fairly basic password is best, something like: Abc@123#Xyz! (don’t go too crazy with the special characters, but @ # ! should be ok).

🛜 Can you send me the admin password of my router?

Yes, please open a support ticket if you need the admin password of a router we supplied. Please note: We offer limited support after we send the admin password. If you change settings and run into a problem, we may have to reset your router to factory defaults

🛜 Can you give me admin access to my Unifi Cloud Gateway?

Yes, please open a support ticket. We have a policy of one responsible party. If you become the site admin, we’ll downgrade our permissions to read-only.

👷‍♂️ What is an Unnecessary Call-Out fee?

Sometimes the fibre network will charge an extra fee after sending a technician to your property. This can happen if they discover that the problem was caused by the customer, for example, a very old Ethernet cable is causing slow speeds, or the batteries in a DC-UPS are old, causing the ONT to reboot. This fee is usually around R1500.

👷‍♂️ What happens after a ticket is opened with the fibre network?

The fibre network will review your ticket and will usually assign the ticket to a maintenance team if a fibre repair is needed. It usually takes a business day or two for the fibre network to contact you and arrange a time for the repair. Repairs usually take 2 – 4 business days to be completed.

Please answer calls from unknown numbers until the support ticket with the fibre network has been resolved. The fibre networks will usually phone you to schedule a time for a repair. Please send us extra contact numbers if needed.

👷‍♂️ Is it possible to install more than one fibre line at a property?

Yes, installing one fibre line per fibre network (FNO) is usually easy to arrange. Installing two lines from the same FNO can be more of a challenge to arrange, but it’s usually possible.

👷‍♂️ My fibre box in the road is damaged (vandalism), how do I get it fixed?

Please open a support ticket and send us a photo of the problem. We’ll arrange for the fibre network to repair your fibre installation. Usually the fibre network will do this kind of repair for free.

👷‍♂️ What is an Openserve B number and where do I find my B-number?

A B Number identifies your line on the Openserve network. Your B-Number is normally on a sticker on the Openserve fibre box. If you don’t have a B-Number sticker, we can look it up for you via the serial number of the fibre box. If you are already an Atomic customer, we can provide the B-number if you open a support ticket.

🚀 Do you have a reseller program?

Yes, contact our sales team to find out more.