Support

Technical Support at your fingertips!

Our  Support Team is available by simply calling our office, sending an e-mail, sms or whatsapp for quick assistance.

Log a support ticket by using your DataTill App or logging into your client portal.

Our support is open 7 days a week from: 06:00 – 22:00

Office: 018 011 0411
E-mail: support@truenw.co.za
SMS and Whatsapp: 076 464 7504

Internet Connection

My connection is down. What should I check on my premises? (Wireless client)

Firstly, check if all the devices are plugged in and the power supply is on. One of the two below devices are used to supply power to the outside equipment and can be found inside your premises close to a power outlet.

 

 

 

 

Try switching the device off for 10 seconds and turning it back on again.
Wait for 3-5 minutes and test your connection again.
If this does not resolve the issue, check if all other devices in the network are plugged in to a power supply and the lights on the devices are on.
If a TP-Link WIFI router is installed please check that the main LAN cable is plugged into any one of LAN the ports in the router (Yellow ports). It should not be plugged into the blue WAN port. You can also try to plug the LAN cable into another open (yellow) port.

 

 

 

 

NEVER press the RESET button on the device as this will lead to the device resetting to factory default settings and it will then be necessary for a technician to come out to set it up again – resulting in call out costs.

If the above steps have not resolved the issue kindly contact our support team for further assistance.

My connection is down. What should I check on my premises? (Fibre client)

A white BDCom device is installed on your premises. Make sure the device is plugged into a power supply and the power is switched on. DO NOT press the reset button on the device.

On the device a green light is visible. Should the light (LOSS) be red, kindly contact our support team as there might be a problem on the fibre network and a technician will have to be dispatched for fault finding and repairs.

If a TP-Link WIFI router is installed, take note NOT to press the RESET button on the unit as this will lead to the device resetting to factory default settings and it will then be necessary for a technician to come out to set it up again – resulting in call out costs.

My internet connection is slow, and I have done a speed test to confirm the slow speeds. What could be the cause?

Many factors can cause an apparent speed problem, which then results in speedtests not accurately reflecting the actual speed of your connection.

Multiple Devices connected:

Where multiple devices connect one must take into consideration that the available bandwidth (speed) will be shared between the devices.
Thus, when you do a speed test it is best to have only one device connected at the time of the test.
Also, do remember that results can differ when you test from devices which are connected wirelessly. There are many factors which can influence WIFI signal and affect the speed of the WIFI.
To get the best possible result when testing we strongly advise that you test from a device which is connected to your inside network via a LAN cable. When testing through a WIFI connection make sure to have a clear “line of sight” to your WIFI router – in other words, with no obstructions such as walls, doors or trees.

Fair Usage Policy - Explained (Applicable to Uncapped packages)

Our Uncapped packages do have a Fair Usage Policy – this is to ensure that bandwidth is shared as fairly and evenly as possible.  Bandwidth is the amount of data that can be carried from one point to another in a given time period.  Essentially it defines the speed of your connection.

To explain how the fair usage policy works:

  1. We refer to our most popular Wireless Uncapped package namely:

Uncapped6-1:  6/1Mbps/10GB/5days (6-4-2-1) this package specifies 6Mbps maximum download speed, 1Mbps maximum upload speed, with a fair usage policy of 10GB usage over 5 days, where speed will be reduced from 6Mbps to 4Mbps to 2Mbps to 1Mbps.

In this case, data usage is calculated from this very moment for 5 days back (today and the 4 days before) – the amount calculated is then evaluated as follows:

If the amount of data used is < 10GB – Speed stays at maximum speed – 6Mbps

If the amount of data used is > 10GB and less than 20GB – Maximum speed is         reduced to 4Mbps

If the amount of data used is > 20GB and less than 30GB – Maximum speed is reduced to 2Mbps

If the amount of data used is > 30GB and less than 40GB – Maximum speed is reduced to 1Mbps

1Mbps is the lowest the line speed will be reduced to, no matter how much data is used whilst throttled to 1Mbps.

  1. We refer to our Fiber Uncapped package namely:

Uncap_Fiber20-2:  20/20Mbps/30GB/4days (20-10-5-2) this package specifies 20Mbps maximum download speed, 20Mbps maximum upload speed, with a fair usage policy of 30GB usage over 4 days, where speed will be reduced from 20Mbps to 10Mbps to 5Mbps to 2Mbps.

 

In this case, data usage is calculated from this very moment for 4 days back (today and the 3 days before) – the amount calculated is then evaluated as follows:

If the amount of data used is < 30GB – Speed stays at maximum speed – 20Mbps

If the amount of data used is > 30GB and less than 60GB – Maximum speed is reduced to 10Mbps

If the amount of data used is > 60GB and less than 90GB – Maximum speed is reduced to 5Mbps

If the amount of data used is > 90GB and less than 120GB – Maximum speed is reduced to 2Mbps

2Mbps is the lowest the line speed will be reduced to, no matter how much data is used whilst throttled to 2Mbps.

Note

Our Uncapped Low Priority’s maximum speed is best effort. Uncapped low priority is designed primarily for large amounts of data download. We also cannot guarantee the full Download/Upload Mbps speed to clients whom connect over long distances in rural areas.

Cap automated reporting help

You can get various reports about your TrueNW services and usage by sending emails to cap@truenw.co.za and using the email Subject to request different reports.
e.g. send an email to cap@truenw.co.za and put in the Subject one of the following:
(Please note that the server will only read the Subject – any text in the body of the email will be ignored!)

(no subject) – If you enter no subject, or a subject that cannnot be recognised, the you will get a summary of the current month.
hourly – You will get a report on the hour-by-hour Internet usage for the current month, as well as a detailed VoIP call record.
daily – You will get a report on the day-by-day Internet usage for the current month, as well as a detailed VoIP call record.
monthly – You will get a month-by-month report on your monthly Internet and VoIP usage.

There are also a few varieties that can be added to the standard reports, e.g. historical by adding a month, e.g.:
daily 2018/2 – will give you a daily report for February 2011 as well as detailed call record for the month.

Or if you have more than on site (e.g. business and home TrueNW account), you can use a subject like:
ip – will give you a summary for current month, per site.
daily ip – a daily usage report but comparing your multiple sites instead of just combining them into one.
hourly ip 2018/02 – An hourly usage report for February 2011, separated by your different sites.

Remember to check your attachments when you receive a response back, as often there will be graph attached that will make the report much easier to view.

When the above steps have been taken and you are still having concerns with regards to the speed of your connection, kindly do a speed test by clicking the “speedtest” option under the SUPPORT tab on the website, and send your results to our support team at support@truenw.co.za or to our whatsapp.

Email Question

FAQ

I have an e-mail address which is not hosted by TrueCom (such as @lantic.net, @vodacomsa.co.za ext.) and since the TrueCom installation has been completed I am unable to send e-mails.

Please see below for the two options with regards to the setup of your e-mail account:

Option 1:

Incoming mail server: remains unchanged
Incoming port: 995 (POP3) with TLS/SSL encryption or 110 (POP3) without encryption
( You can also use port 993 (IMAP) with TLS/SSL or port 143 (IMAP) without encryption, but POP3 is the best choice)
Username: Your e-mail address
Password: Your e-mail password

Outgoing mail server: remains unchanged
Outgoing Port: 587
Encryption: STARTTLS or TLS or no encryption
Authentication: On

Option 2:

Alternatively, if you are on the TrueCom network and will not be moving out of the network/connecting on another network from time to time (for example your Vodacom connection),
or if port 587 does not work on your mail server, the outgoing settings can be changed to the TrueCom server settings.

Outgoing server: mail.truenw.co.za
Outgoing port: 25
Encryption: None
Authentication: Off

I need to have a new e-mail address set up. Can TrueCom assist with this need?

Yes, TrueCom can create a @truenw.co.za email address for you free of charge.

I am starting up a new business and need to have a personalized e-mail domain registered. (Something related to my company name such as @internet.co.za) Can TrueCom assist?

Yes, TrueCom can assist with the registration and administration of a personalized e-mail domain.(Please contact our team for assistance herewith or visit the “SERVICES” / E-mail domains section on the website for further info.)

I have tried to setup my e-mail account with no success. Can the TrueCom Team assist remotely to help me?

Yes, TrueCom can assist by logging in to your computer via Team Viewer or AnyDesk to assist with the setup of your mail.

Billing Questions

Our dedicated Accounts Team are on hand with any accounting enquiries.

What should I use as a reference when making payments?

ALWAYS use your True Account number as can be found on your invoice as reference. Do take note that payments made without correct reference numbers cannot be allocated and will result in service suspension.

How and when will I receive my invoice?

All invoices are e-mailed on the first of each month. Should you wish to receive the invoice by post please arrange it with our accounts department.

When is my outstanding amount due?

All accounts need to be settled on on before the 7th of each month. Should it not be paid on time the services will be suspended until payment is received.

If I selected to pay my account by Debit Order when will the debit order be deducted from my account?

All debit orders are deducted on the 7th of each month. Take note that should the 7th fall upon a weekend the debit order will be deducted on the following Monday.

Is my account Pre-paid or Post- Paid?

TrueCom clients are mainly Post-Paid except if alternative arrangements were made.

What are the VOIP charges which reflects on my monthly account?

VOIP is the term used for Telephone services which run over an internet connection, thus indicating your amount owed for the calls which was made during the month.

Installation and equipment

Installation Costs

To whom does the Antenna belong?

  • The CPE (Antenna) and POE (Power supply) supplied at installation remains the property of TrueCom and must be returned to us upon termination of service. Whilst the CPE is in service on your premises you are responsible to insure it against theft or accidental damage
    (as covered under a standard short-term insurance policy) – or if you do not have insurance, pay for the repair or replacement if such damage occurs.
    TrueCom will however support and maintain this CPE to operate optimally – which includes installing new firmware updates as they become available.
  • All other equipment installed is purchased from TrueCom and ownership transfers once fully paid. Although most of this additional equipment comes with guarantees / warranties, it still remains equipment under your care and needs to be maintained / operated in accordance with the suppliers’ specifications.
    Any after sales support on this equipment that is not covered by the manufacturer’s guarantee, or that does not clearly point to a faulty installation by TrueCom, will be chargeable to the customer.