Customer Support

Our dedicated customer service and support team will assist you with all FIBRE, WIRELESS and contract related queries.

Contact Us directly


Need help with our VTS FIBRE and WIRELESS connectivity solutions? Browse through our FAQ’s.

FAQ’s – Contract

Need help with your contract and connecting to the internet?
Browse through our FAQ’s.



What is the internet?

The internet is a global system/network consisting of billions of devices and computers.

What is an Internet Service Provider (ISP)?
We, VTS Communications, are an ICASA registered internet service provider. We provide the data connection on one of our EDGE connections that you use to connect to the internet.
What is a Fibre Network Operator (FNO)?
The FNO is a company we partner with that owns and maintains FIBRE lines across the country. They install the physical FIBRE infrastructure inside your home and business. They do not communicate with the public directly and only via registered ISP’s. They provide the infrastructure for you or your business to connect to us the ISP.
What is your tech support?

We have a support Centre with a technical team on shift each weekday from 07:00 to 22:00 and on weekends from 08:00 to 21:00. They will assist with any issues related to outages and troubleshooting related to your Internet connection.

Additionally support queries can be sent to
Account queries can be sent to

What is the difference between WIRELESS, FTTH and FTTB Connections?

These are connections based on microwave dishes that connect to our towers either with a 2.4 Ghz or 5.8 Ghz wireless connection. These are typically used for connections in rural or remote areas where clients cannot be serviced with any fibre options. These are also used as backup solutions for clients with existing fibre connections. Typically, the speed on these packages will be much lower than fibre connections and the prices are a fair bit higher as well. This is because getting high speeds over microwave links are much harder due to aspects such as signal interference and distance and much more expensive. These connections use a FTTB (fibre to the business) connection at the backhaul that are also very expensive as these are dedicated 1:1 fibre connection.

FIBRE To The Home (FTTH)
These are the typical more affordable fibre options used for residential use. Unfortunately, these connections are referred to as a “Best Effort Service” and as such are not covered by SLA. Response time for outages and repairs can differ based on the FNO as they are responsible for the maintenance of these connections. The speeds are also based on a “Up To” standard as contention during peak times can also hinder speeds on the line as these are not dedicated fibre connections.

FIBRE To The Business (FTTB)
These are dedicated fibre connections with a 1:1 ratio. These connections can be 10x and more expensive than conventional FTTH connections but are included with a SLA and a guaranteed 99.5% uptime. FTTB connections are subject to availability in a area and can be obtained at speeds higher than 1GBPS.

Why am I offline?
  1. Check Physical Connections: Ensure all cables (Ethernet, coaxial, power) are securely plugged in at both ends. If using Wi-Fi, ensure the router is powered on and properly connected to the modem.
  2. Restart Modem and Router: Power cycle both the modem and router by unplugging them, waiting for about 30 seconds, and then plugging them back in. Allow a few minutes for them to reboot and establish connections.
  3. Verify Signal Strength (Wi-Fi): Check the signal strength indicator on your device to ensure it’s connected to the network. If the signal is weak, consider moving closer to the router.
  4. Test Connectivity on Multiple Devices: Determine if the issue is isolated to a specific device by testing internet connectivity on multiple devices such as smartphones, tablets, or computers.
  5. Check for Service Outages: Visit our website & social media pages to check for any reported service outages or maintenance in your area.
  6. Clear Browser Cache and Cookies: If experiencing issues accessing specific websites, clear your browser’s cache and cookies, or try accessing the site using a different web browser.
  7. Contact ISP Support: If the issue persists after trying the above steps, contact us on 044 690 3733 or
Not getting my full speeds?
  1. Conduct Speed Tests: Use online speed test tools such as Ookla’s to measure your internet speed. Run tests from LAN connected devices for most accurate results.
  2. Use Multiple Devices: Test internet speeds on multiple devices (computers, smartphones, tablets) connected to the same network to determine if the issue is device-specific.
  3. Direct Connection: If possible, connect your device directly to the modem via Ethernet cable to bypass any potential Wi-Fi interference or limitations.
  4. Check for Interference: Ensure no other devices or applications are consuming significant bandwidth on your network. Close unnecessary applications or devices that may be downloading or streaming content.
  5. Restart Modem and Router: Power cycle both the modem and router by unplugging them, waiting for about 30 seconds, and then plugging them back in. Allow a few minutes for them to reboot and establish connections.
  6. Contact ISP Support: If the issue persists after trying the above steps, contact us on 044 690 3733 or
Can I change my WiFi password?

Sure, we offer remote web based services and will be able to comply remotely, simply contact us on 044 690 3733 or send us an email with your Account code & newly desired wifi name and password to

Dead zones in your house where wifi signal is low/non existent, what can I do?

For larger homes or areas with particularly stubborn dead zones, adding additional access points can help. These can be connected to your main router via Ethernet cables or configured wirelessly if they support mesh networking. Contact our sales team for more info or to schedule a site survey.

Does VTS offer Daily rates / Holiday Packages?
Yes, we do offer these services exclusively through our wireless network.
Why commit to a monthly payment when you can simply pay for what you need.
Does VTS WiFi equipment (CPE) work with UPS/mini UPS’s Such as Gizzu Powerbanks?
For most wireless devices, battery operation is feasible, provided that the voltage requirements are correctly determined. This can usually be confirmed by verifying the voltage output indicated on the accompanying power supplies

We have however listed our most used devices for more convenience:
WiFi Routers: 12v 1 Amp devices (DC Jack)
Tenda Models: AC1200; AC10 ; AC8 ; F9 ; F3
Cudy Models: WR1300 / AC1200
Zyxel: EMG-3525
MikroTik: HaP Lite, HaP, Hex and Hex Lite
All of our WIRELESS link UPS require: 24v 1Amp devices (POE Injector)

Is there FIBRE in my area?

You can check your area’s Fibre Coverage on our website. You only need to enter your street address to see if you have fast, reliable fibre installed in your area.
1. Go to our website:
2. Click on ‘Check coverage’
3. Enter your address in the search bar
4. If you are not covered, speak to us to find out when you can expect to have fibre
5. If you are covered, you can sign up for your fast, reliable fibre today.



How do I get connected?
Connecting to the internet will require at least one network capable device i.e. a computer or mobile device with network capability along with a modem/router.
What is my contract number?

Your contract, account number is allocated on the top left of your invoice that you receive monthly- this number is only allocated after the customer has been created.

How do I change my debit order

You can change your debit order by sending an email to requesting the debit order mandate, which mandates us to change the date of the said debit order and the account.

What are the terms of cancellation
We require a calendar months’ notice on ALL services we supply.
My debit order has been returned, what now?

In the case that the Debit order has been returned for any reason there will be an unpaid fee, in this case should be emailed and an EFT payment has to be made for outstanding fees, we do not run “double” debit orders upon request.

I want to upgrade or downgrade my line

In the case of an up or downgrade an email needs to be sent to , the request will be sent to the FNO if this is a fibre service, wireless service we can do with immediate effect. There are costs involved for up/downgrading on your Fibre line.

What are the installation costs?
Costs for installation will differ depending on the type of service you apply for. Each FNO determines their own costs for installation that are indicated on our application page.

Routers are quoted based on what the client needs or wants if provided by us.

Wireless installation costs are determined after one of our technicians has been to site and conducted a site survey to determine what equipment will be needed based on the clients’ needs. These installations are conducted by us and quoted by our sales team. There is no set cost as each installation is done custom based on the premises and clients’ needs.

Are there any additional costs?


Ready to Connect!

Fibre To The Home (FTTH)

Connect with our FIBRE To The Home solutions, and unlock a world of Super-Fast, Seamless and unlimited connectivity.

Fibre To The Business (FTTB)

Our FIBRE To The Business solutions are designed around your businesses specific requirements for the best connectivity option.

Wireless Solutions

Stay connected and enjoy our WIRELESS connectivity solutions for both homes and businesses. RELIABLE internet.