Order a Connectivity Solution from Voice & Data (How to)
In order to get connected to Voice & Data, there is a stringent, yet necessary process, which should be followed to ensure that we can offer the premium broadband you have been waiting for.
To get a quote, click here.
Step A. You will be required to provide us with the following details:
- Physical address to check for coverage in your area.
- I.D. number.
- Name and surname as per I.D.
- Contact details.
- Landlord consent (if required).
Step B. Choose the Voice & Data package you require.
Upon receipt, our team will prepare a quote for you. We require a signed copy of the quote; copy of your ID and proof of residential address. We need this information in order to establish that you are a qualifying service applicant. This is in line with our end user and subscriber service charter as prescribed by the Independent Communications Authority of South Africa (ICASA). For more information, please read our code of conduct.
Step C. Confirmation
Once you are confirmed as a qualifying service applicant, a sales order will be raised. Our lead time commences from when the sales order is raised.
The quote has a dual role and acts as our contract as well. Many people are weary of this process, however it is necessary to receive upfront commitment to the service as our team surveys with intent to install. This means that if Line of Sight is confirmed when the team is on your property, they are authorised to install immediately. We do this to reduce lead time and get you connected faster!
It is important to note that should the survey be unsuccessful, there are absolutely no costs to you and the order is cancelled with immediate effect.
3. Confirmation of order & invoicing
Your order is considered confirmed when we raise your installation invoice (sales order). When confirming your service, you will receive an invoice for your first installment towards your subscription as well. We bill your subscription upfront as the product is uncapped. Should services be activated in the middle of the month, your invoice will reflect a pro-rata amount for the remainder of that month. Following that, you will be invoiced at the end of each month for the next.
All Voice & Data Home Broadband packages are uncapped and billed in advance. A debit order is mandatory and all home user debit orders will run on the 3rd of the month, should that day fall on a weekend or public holiday then the debit order will run on the next working day. Businesses debit orders will run on the last working day of the month.
5. Order process & lead time
Voice & Data promises a six-week lead time from confirmation of order (the date the sales order is raised) to installation. Once your sales order has been raised, your application is sent to our Network Department who perform a preliminary elevation test to see that there are no topographical (hills or dips) obstructions before we dispatch a survey team to your property.
Once all remote checks have been performed ensuring that we have ruled out as many factors that could negatively affect your link as possible, we schedule one of our survey and install teams. A representative from our network department will call to schedule our team’s arrival with you.
6. Site surveys
A team consists of 2 – 3 wireless engineers, namely a team leader and 1 – 2 assistants. Remember please, that our team needs to climb on your roof!
We require access to your property and encourage you to be physically present at the survey although it is not compulsory. Having you, the final decision maker present, assists us with decisions regarding the mounting position specifically.
We cannot commit to specified times, due to traffic and other unforeseen circumstances (such as severe weather or faults). There are two time slots in which we schedule our surveys: before 12:00 and after 12:00. Our teams are on extremely tight schedules and are instructed to complete their necessary work as efficiently as possible, if we are unable to get access to the site, the team will be rerouted to the next appointment.
If there are any anomalies revealed in the test, our team will not install. A report is drawn up at our head office and submitted to our Chief Network Officer (CNO) to review.
The report takes approximately 3 – 5 working days to be reviewed. It can take longer in extenuating circumstances. We ask for utmost patience during this process. Reports are discussed and analysed internally, exhausting all options, before confirming any declined orders.
Should there be any equipment upgrades scheduled in your area or other ways in which we may be able to amend our infrastructure to accommodate your link, the CNO will schedule this to as timeously as possible and we shall reschedule our team accordingly.
Kindly note that our field teams are not at liberty to discuss the location of our high-sites, nor are they made privy to scheduled infrastructure plans. They therefore cannot give you feedback on site and we ask that you please allow us to analyse the report so we can provide accurate feedback.
Statistically, we have found that the reports result in a declined link as our teams have already exhausted as many options as possible on site. There have however been rare cases were an alternate solution is possible but we prefer to state upfront that a report is unlikely to result in installation thereafter.
The team performs a desktop feasibility test and with that, we are permitted to install if your site meets our optimum criteria. We do this so that we are able to guarantee our 99% uptime.
Both surveys and installations are performed during business hours on weekdays only. Arrangements can be made outside of business hours on weekdays with prior written consent from both yourself and Voice & Data, however, weekends are usually strictly prohibited.
A basic installation usually takes between 2 – 4 hours.
An installation is comprised of:
- A pole +/- 3M (sometimes a pole may range to 6m to gain LOS).
- A steel bracket – to secure the pole.
- A 70cm Dish (same size as the DSTV dish).
- Cable, which will run along existing cable routes.
The wireless team only installs hardware. Once this is complete your link will still be inactive while it undergoes soaking.
You will also receive a free Wi-Fi router as advertised. Please also note however that we as Voice & Data provide a high grade, premium connection to Internet. We do not sell, install or implement a Wi-Fi or cabled network within any customer’s premises.
The Free Wi-Fi router we provide will only suffice for a small coverage area and has limitations on the number of wireless users, this is depending on your surroundings and your current home network. Therefore if the Wi-Fi signal within your premises is not sufficient enough or you have more users then the device can handle, it falls on the customer to investigate and implement additional options to extend the range or the number of users on the Wi-Fi network within their premises. We will support all our equipment, but support on the router is only insofar as the device is faulty. Should the root of any problem with the router be that you are exceeding the devices capabilities, we hold no responsibility.
The Wi-Fi router can be used to connect multiple devices such as laptops, tablets and smart phones to the Internet wirelessly. For an optimum experience, we recommend that you plug in your laptop or computer directly into the router with an Ethernet cable.
The Wi-Fi router’s range can be affected by solid walls, appliances with strong electrical signals and other Wi-Fi devices. If your house is multi-leveled you may require an additional router if you wish to enable Wi-Fi throughout your house.
Once your link has been installed, it is remotely configured according to your requirements and we put your link to the test (stress test) so that we can guarantee the service you have taken. Constant monitoring and tweaks are done to refine the quality of the signal. This is known as the soak period. It is difficult to put a time frame on soaking as each link is individually stress tested. Some links perform well in the test and do not require any additional configuration, they can be handed over sooner than links, which require configuration changes.
When a link is not performing optimally, changes are made, which take a little while to be affected and then tested again. Sometimes it is necessary to re-test a link several times which is why soaking takes up to a week. When our engineers have confirmed that they are satisfied with your links` performance, another representative from our network department will call to inform you that your link has been activated. And voila, you are able to use your new Voice & Data wireless home broadband link.
10. Line of sight
As the term implies, line of sight means refers to the equipment we install on your property being able to successfully ‘see’ our nearest high-site with an un-obstructed view. It is defined as a “straight path from a transmitting antenna to the horizon, representing the normal range of high-frequency wave propagation.”₁ or “An unobstructed path between sending and receiving antennas.” Our favourite definition is “the direct free-space path that exists between two points.”
There are three degrees of LOS: clear, near, or none.
*Please note that this explanation is over simplified for the purpose of conveying the concept and not intended to be scientific or academic.
The following factors could impede line of sight:
- Topographic features, for example: dips, valleys, hills and mountains.
- The curvature of the Earth
- Buildings and other man-made objects
- Trees and dense foliage
If any of these obstructions rise high enough to block the view from end to end, there is no visual line of sight. Clear line of sight requires that there are no physical or radio obstructions in the Fresnel zone.
Clear line of sight must be established to ensure the highest performance of wireless link. Near line of sight is when the transmission line can reach our high-site successfully, however, there are obstructions present in the Fresnel zone.
The Fresnel zone can be described as an ellipse shaped sphere around the direct transmitting line from the transmitter (your house) to the receiver (our high site). To maximize receiver strength, we need to minimize the effect of the out-of-phase signals by declining installation where obstacles are present in the radio frequency line of sight (RF LoS).
Within this sphere rouge waves diffract off the primary signal and exit the sphere. If anything else (a tree or even other radio waves, known as noise) is inside the sphere they cause those beams to bounce off them – back in the same direction they came from and that will ultimately intercept your message. In other cases, diffraction can deflect part of the signal and cause it to reach the receiving antenna slightly later than the direct signal. The results could be reduced power or even cancelled signal all together. You would experience dropped calls, packet loss, or the need to refresh your browser because some images haven’t loaded.
11. Landlord consent
If you are renting or own a sectional title residence, landlord consent must be obtained before we will process your application. We will provide you with a form, which needs to be signed by your landlord, or in the case of sectional title, body corporate and/or managing agent.
Please forewarn the necessary people that a dish (outside) is necessary and cannot be avoided for Voice & Data’s Home Broadband wireless link. Our teams are trained to install neatly with minimal damage to walls. Cables are always run along existing cable routes and in the case where none exists, in the most aesthetically pleasing manner possible. Our team needs to install in the best possible mounting position for LOS and signal. For this reason, it is not always possible to re-locate the dish after installation.
We require that a disclaimer is signed on our quote, which reiterates the above information. This disclaimer further enlightens potential subscribers that if we have installed and are then asked to remove the equipment because the necessary consent was not given, they (the subscriber) are fully liable to pay Voice & Data R3 500 including VAT which will be debited from the subscribers account before we (Voice & Data) remove the equipment.
12. Service Level Agreement
All Voice & Data links include a complimentary service level agreement (SLA), which guarantees our 99% uptime as advertised. The SLA is available to view prior to signing up with Voice & Data. In very basic summation the SLA includes maintenance of equipment, loan stock in the event of a fault whilst repairs are underway, remote support during business hours and 24/7 monitoring of our network to ensure faster fault detection and resolution. It excludes call outs, which are charged at R250 per hour and advises clients of their responsibilities in the agreement.
13. Additional Charges
There are a few additional charges, which may be applicable in certain events. Such events include requesting re-location of the dish (Signal permitting), or de-installation (in the event of moving house, again signal permitting). Your call centre liaison consultant on request can advise all charges.
14. If your application is declined
We keep a comprehensive list of all the declined sites/applications and use it when planning our infrastructure upgrades. This is so that in future, we can connect those who have shown interest in our service. There are no finite dates set, however we do plan on contacting all of those who stand to benefit once specific areas have been upgraded.
Once we activated your package link, you can access support by contacting us. If your query is related to speed, we encourage you to please read through our guide on performing an accurate speed test to assist us in resolving your query more efficiently. Our support team are trained to ask qualifying questions in order to establish that the correct procedure for a speed test has been followed before using supplied results to diagnose a fault.