Frequently Asked Questions

Below you can find some of our Frequently Asked Questions that can help to answer some questions you might have about the various products, how to sign-up, contract types and more. If the question you have is not answered below,
please contact us directly.

On a technical level, fibre uses the transmission of light signals through glass fibre cables. DSL sends electrical signals along copper cables. LTE sends wireless signals between cell phone towers on specific wireless frequencies.

Fibre is capable of much higher speeds than DSL (DSL services come in flavours of ADSL and VDSL with the latter being the latest version capable of speeds up to 40Mbps). Fibre can reach up to 1000Mbps, depending on the package you selected from the services available. LTE is capable of similar speeds to fibre but at a much higher cost for data. Both LTE and DSL are affected by weather conditions. DSL is particularly affected by lightning strikes (and when copper thieves strike).

Because fibre makes use of transmission at the speed of light, the signal between points is much faster than DSL and LTE. Therefore, fibre has a much-reduced latency leading to a better online experience. Reduced latency generally affects the speed of downloading emails and files, loading websites, streaming video’s, etc.

We have an easy 3-step solution for placing an order:
Step 1 – Check if you have fibre coverage.
Step 2 – Select the package speed you want.
Step 3 – Provide us with your applicable information and click submit to place the order. To ensure the kids are not going wild with your credit card, we give you a call to confirm the order.

We will then place an order for installation and activation with the relevant network provider in your area, who will install a fibre access point in your home (also referred to as a Termination Point or TP). The network provider will also install an Optical Network Terminal (ONT) in which your Wi-Fi Router will be plugged in.
Your Wi-Fi Router will be delivered by courier and we will help you to connect and activate your service.

We provide all the basic equipment required to enjoy your fibre connection. This equipment is referred to as the Customer Premises Equipment (CPE) and consists of:

All fibre packages are bundled. It includes the price for both your uncapped data and the line rental. All our prices are inclusive of VAT.

Shaping refers to selective speed restrictions. These restrictions can be applied for specific periods of time or specific use applications (such as downloading large files). Shaping generally occurs during peak periods when networks are under strain.

Throttling refers to the reduction of line speeds once a given threshold is reached. Commonly, a line will be throttled due to excessive use in a calendar month for the remainder of said month.

There is no Fair Usage policy applicable on all our packages

The symmetry of the line refers to how download speeds relate to upload speeds. With a symmetrical line, your download and upload speeds are the same. If you select a 10Mbps service, you will have 10Mbps download speed and 10Mbps upload speed. If you select an asymmetrical service of 10Mbps, you will have 10Mbps download speed but your upload speed will be lower.
The symmetrical nature of the line is determined by the network provider.

If you have an existing service on fibre with another ISP, follow the steps below:

Step 1 – Place an order with USERVERSE via our website

Step 2 – Contact your current ISP and notify them that you wish to change to another ISP. Ask them to cancel their service and release your fibre line. Ask them to provide you with the service number for your line (Make sure that they do not cancel your line with the network provider as this will incur extra costs for you).

Step 3 – Provide us with the service number you received from the ISP. We will then request to provide a service on the line.

Take note:

  • Your previous ISP has the right to refuse release of the line until all funds owed to them are paid.
  • The standard notice period for cancelling a service with an ISP is 30 calendar days.
  • If you have an email service with your current ISP, ensure that you make the necessary arrangements before your service ends. (We recommend that you sign-up for a free Gmail account as it is not dependent on your choice of ISP)

To test your line speed, please follow the steps below:

  • Go to http://speedtest.netor alternatively try
  • Run the speed test with your PC connected to the Wi-Fi Router via a network cable and make sure all other devices are disconnected from the Wi-Fi Router.
  • The above link and method will give you the most accurate results as well as a true reflection of your current speed.
  • Close ALL applications using data before running the speed test. This includes Dropbox, Google Drive, synchronisation for update purposes, and others.

The following tables provide interference sources that may contribute to reduced Wi-Fi performance.

2.4 GHz Interferers


Microwave Oven

2.4 GHz Cordless Phone

Neighbours’ Wireless Devices


Proximity Sensors

Wireless Mouse

Set-top Boxes

Wireless Audio Devices
(headsets or speakers)

Bluetooth Device

Wireless Video/Surveillance Camera

Outdoor microwave links

Fluorescent Lights


Loose electrical connections

RF leakage (Satellite TV)

Baby Monitors

Wi-Fi signals experience attenuation due to distance from their source, just like any other radio. This signal attenuation subsequently causes the radio to be less effective and throughput suffers. Eventually, connectivity is lost when the signal becomes too weak. There are essentially two factors that affect signal attenuation between the access point and the client, and those are range (distance), and physical obstructions.

The distance or range which can be tolerated between an access point, such as the Wi-Fi Router, and any client device is affected by several factors. Some of these factors are built into the hardware of the receiving and sending devices, such as power amplifiers on transmitters to boost power, and low noise amplifiers on the receivers to make them more sensitive. An overly sensitive receiver picks up more interference, so there is a balance point where transmit power and receiver sensitivity are optimised for a specific application in the typical home.
The figure below shows a diagram of a typical single storey home, with indicators showing what strength of Wi-Fi signal can be expected.

Diagram Userverse

You can upgrade, downgrade or cancel your service by either logging into the profile that you created when signing up with USERVERSE. Alternatively, by sending a request to sales@userverse.netstating what you would like to do.

All requests usually take between 1 to 2 working days to be processed.

Upgrade requests will take immediate effect after processing.

We need one calendar months’ notice for downgrades and cancellations.

Changes in service will be billed on a pro rata basis.

Please contact USERVERSE via one of the following channels:

Telephone: 0871470221

Email: or

Get in Touch

224 Witch-Hazel Avenue, Highveld Techno Park, Centurion, 0169