Frequently asked questions

Have a look at our Current Projects for more on the areas we cover. Alternatively, get in touch with us (please submit an enquiry with your contact details) and our sales team will contact you with coverage details and answer any other questions that you may have.

We will manage the whole installation from sign-up to activation. This process can take approximately 4-6 weeks. If you have an existing Termination Point in your home that runs off our network, we will do a quality check of that line, deliver and install the ONT, then activate. This process can take around 2-7 working days.

Yes – part of your monthly package includes the use of a managed fibre router with Wi-Fi capacity and LAN ports that you can connect your different devices to in order to stream or browse. We will come through and install the router for you and can help set up your network and passwords as well. 

We offer support from 8am to 8pm every week day and from 8am to 6pm on weekends. You can log a call to support@kiklo.co.za at any time and the team will log a ticket at the soonest available opportunity. 

Yes, we do. However, this is mainly for legal reasons and is not actively implemented. Our ethos is to provide unrestricted internet to all so we will never throttle your service. 

You will need to place an order with us and then cancel with your current ISP. We then take care of the rest. We are also able to assist you with a delayed activation and only activate the service once you’re ready. Please submit an enquiry and our sales team will guide you through the process.

Small home businesses may apply for Home Fibre or Fibre To The Home (FTTH). Please note that Home Fibre is a best-effort service with a 4-work day SLA. We are able to assist you with a Fibre To The Business solution should you need – please ask our sales team for a free IT assessment and obligation free quote to help identify and assist with your company needs. 

Trouble shooting

1. Unplug any Wi-Fi boosters or extenders from the device.

2. Reboot your ONT device. The most effective way to do this is to unplug the power cable for a few seconds and plug it back in. 

3. Wait a few minutes for the device to start up. Your BROADBAND and SERVICE lights need to be green. If either light is not on, or a different colour, please log a call with our support team – support@kiklo.co.za or dial 010 590 0218

Once you’ve rebooted the ONT fibre router you can refer to the following:

POWER light is off – the device has no power

POWER light is flashing – the device is still booting

POWER light is solid green – the device is fully booted

 

BROADBAND light is red or off – there is an authentication error and needs to be reported

BROADBAND light is green – the fibre connection is on and working

 

SERVICE light is red – there is an authentication error and needs to be reported

SERVICE light is off – but the BROADBAND light is green, the device as not been assigned to a service 

SERVICE light is flashing – and is green that is showing activity on the line, this is normal.

 

WiFi lights are off – the device is either still rebooting or the WiFi has been disabled

WiFi lights are green and flashing – there is activity on that frequency

ETHERNET and PHONE are cabled connections. Flashing is normal as it shows data transmission from the port.

USB has no use at the moment and you are welcome to ignore this. 

A speedtest is done to confirm your line speed. It is important to note that Kiklo FTTx does not throttle or restrict your services in any way and if you are not consistently receiving your package speeds we would like to know so it can be addressed.

To do a speedtest, please follow the steps below:

1. Disconnect everything from the ONT (even wireless devices like phones, tablets and apple tv);

2. Connect a single computer device using a LAN cable to port 1 of the ONT;

3. Use the browser to open www.speedtest.net and test your line speed;

4. If the speedtest is consistently below about 10% of the speed purchased there could have a problem on the fibre and we may have to investigate it or possibly escalate it to be resolved;

5. Take a screenshot of the speedtest results and send it to support@kiklo.co.za if you need to report slow speeds. Our team will work with you to ensure you are receiving the package speeds you’ve selected.

Send an email to support@kiklo.co.za, include the account holder details in your message and describe the problem you are experiencing.

Please try to included as much details as possible when submitting your ticket, including what troubleshooting you did as well as a screenshot of any speedstests you may have done. This will help us diagnose your issue faster and will make the process a lot more efficient when trying to investigate any issues on your line.

In the event that a ticket needs to be escalated to our upstream provider, kindly note that it may take up to 4 work days for the issue to be resolved as FTTH is a best-effort service. Our team will do their utmost to ensure that your ticket is monitored, prioritised and resolved within the quickest possible turnaround time.

Kiklo FTTx is a proud member of the FTTX Council Africa. The FTTX Council Africa is focussed on the fibre industry and all stakeholders affected by the industry including National and local governments, Private companies, Regulating bodies, and Industry organisations. Established in 2010, the FTTX Council Africa is an independent, not for profit organisation and active member of the Fibre Council Global Alliance (FCGA) alongside the FTTH Council Europe, Asia Pacific, North America, Middle East and North Africa. Their mission is to see the adoption of fibre deployments by all broadband stakeholders, thereby enhancing the lives of all people living on the continent of Africa.​

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