Customer Support
Our dedicated customer service and support team will assist you with all FIBRE, WIRELESS and contract related queries.
Contact Us directly
Phone: 044-690-3733
Email: support@vtsconnect.net
FAQ’s – CONNECTIVITY
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.
FAQ’s
VTS CONNECTIVITY.
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)?
What is a Fibre Network Operator (FNO)?
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 support@vtsconnect.net
Account queries can be sent to accounts@vtsconnect.net
What is the difference between WIRELESS, FTTH and FTTB Connections?
WIRELESS
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?
- 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.
- 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.
- 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.
- 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.
- Check for Service Outages: Visit our website & social media pages to check for any reported service outages or maintenance in your area.
- 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.
- Contact ISP Support: If the issue persists after trying the above steps, contact us on 044 690 3733 or support@vtsconnect.net
Not getting my full speeds?
- Conduct Speed Tests: Use online speed test tools such as Ookla’s Speedtest.net to measure your internet speed. Run tests from LAN connected devices for most accurate results.
- 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.
- Direct Connection: If possible, connect your device directly to the modem via Ethernet cable to bypass any potential Wi-Fi interference or limitations.
- 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.
- 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.
- Contact ISP Support: If the issue persists after trying the above steps, contact us on 044 690 3733 or support@vtsconnect.net
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 support@vtsconnect.net
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?
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?
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: www.vtsconnect.net
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.
FAQ’s
VTS CONTRACT.
How do I get connected?
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 accounts@vtsconnect.net 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
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 accounts@vtsconnect.net 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 accounts@vtsconnect.net , 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?
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?
Yes
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.