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Terms & Conditions

  • Neurotel Communication makes every attempt to deliver the best service possible. During peak hours, however, the connection speed may vary.
  • When first signing up the full amount of whichever package you are taking is due for example R450 for the 20/10 and R580 for the 40/10. This is a full month’s service for the month after you get activated. The pro rata amount from the date of activation to the end of the month will be billed at the end of the activation month.
  • Promotional payment is for the first month after activation. The pro rata amount for the month of activation will be billed at the end of the activation month and will be a pro rata amount calculated with the normal package fee.
  • Your Neurotel client code or name & surname can be used as a reference for your service when logging a ticket.
  • EFT( Electronic Funds Transfer) is the only method of payment.
  • Our accounts department operates from Monday to Friday 08:00 – 17:00. Accounts are also closed on public holidays. Suspended accounts will only be activated on the next business day.
  • Router coverage can not be guaranteed due to external factors outside of our control ( Placement of equipment in the house, Walls, distance etc.). It is the responsibility of the client to ensure Wi-Fi connectivity through their premise, we provide the end connection via the router, how it is propagated, is the clients choice and responsibility.
  • Faults need to logged with our support desk via email: support@neurotel.co.za or WhatsApp us on: 066 267 5251
  • Replacement of faulty equipment can take up to 72 hours.
  • Any equipment damaged by a power surge, theft, earthquake, fire, storm, natural disaster, act of God, war, terrorism, armed conflict, or other similar incidents will be held responsible by the client.
  • For fibre products, if service is cancelled within the first 12 months, the cancellation fee of R999 will need to be paid. (Vuma Reach and Openserve Web Connect does not apply)
  • Cancellation fee of R600 is applicable to Openserve Web Stream services cancelled within 12 months.
  • Once off installation fee of R999 for selected fibre networks.
  • For LTE products, all routers remain the property of Neurotel Communications until the client purchases the router for R1500. Please note all routers on rental are NOT “rent to own”.
  • Fibre line upgrades/downgrades can only be set for the new month service/ following month service. Upgrades/downgrades are required to be set before the 15th of the month.
  • Cancellations will require a 30 day notice.
  • Free standard installations up to 50 meters ( Excluding Openserve ), anything over 50 meters, will be charged at a rate per additional meter as stipulated by the relevant Fibre Network Operator.
  • Openserve Fibre Installations are limited to the first 8 meters free, thereafter charged at R160 per additional meter.
  • In the event that the customer moves and we are able to supply a service, there will be a relocation fee that will be determined once the move request has been submitted.
  • Acceptable Use Policy (AUP) Applies to all MTN Fixed LTE packages.Once AUP limit is reached, speeds will be reduced to 2Mbps for the rest of the month.
    – 20Mbps package has 50GB AUP
    –     50Mbps package has 100GB AUP
    –     100Mbps package has 400GB AUP
    –     200Mbps package has 650GB AUP
  • Openserve may apply an Acceptable Use Policy to all Web Connect products.
  • Openserve Web Connect 30 days free is only applicable to NEW installs. Coverage dependent.
  • Once the 30 day trial has expired, it can take between 1-5 business days for reactivation.
  • All Fibre products are a best effort service. No specific uptime can be guaranteed. No refunds will be processed for downtime/outages.