Frequently Asked Questions
General
Q: How long will it take for my uncapped account to be setup
A: Our standard turnaround time is 24 hours Monday to Friday. However, most setups are completed within 6 business hours of signup. We will email the Wi-Fi SSID and password to you once a successful payment activation has been completed.
Q: How fast is the connection?
A: One Thibault Clients have a 1 Gbps (Gigabit per second) backbone connection. The line speed varies with the wireless device used to connect, anywhere between 50mbps and 500mbps. This also depends on what package you have signed up for.
Q: How can I purchase this service?
A: You may purchase data on our landing page or by clicking on the Buy Wi-Fi menu option
Q: Why can't I connect to the network?
A: After receiving your password, check if you have a Wi-Fi compliant network adapter or device and if it has been installed correctly.
Q: How do I connect to the Internet?
A: The easiest way is to connect to the One Thibault Connect HotSpot access point and open a web browser. From there you will be presented with options to sign up with various packages, or you can connect quickly by purchasing a HotSpot voucher
Q: How do I get hold of someone to talk to?
A: Please see our Contact page for various support options. The best method is still to email queries to
[email protected], making sure to put One Thibault + Unit Number in the subject line.
HotSpot
Q: What will my voucher look like?
A: Your voucher username will always be your email address (
[email protected]) and your password will be randomly generated at first. Your password will never change when you buy more data.
Q: Can I use more than one device on the network?
A: Yes. Just enter your voucher details on the device you'd like connected.
Q: How many devices can connect on the HotSpot voucher?
A: Up to 10 devices are supported at the same time. Please note each device contributes to the total usage of the voucher
Q: I lost my access code. Can I get another one?
A: Your voucher details will be emailed to you upon purchase, and are always available in your Account History.
Q: How long is the HotSpot voucher valid for?
A: The vouchers have a validity period of one year
Billing
Q: When I sign up it says “Future payments to be debited monthly for a total of 119 payments starting on 2020-xx-xx”. Does this mean a contract period?
A: The service is month to month and can be cancelled at any time through your payfast account that is created on signup. The term of 119 months is merely a “placeholder” to allow the service to be billed on a monthly basis and is not an indication of any kind of contract term.
Q: Why is there a setup fee if the apartment already has a wifi router installed?
A: The setup fee is an administration fee that is charged to all new signups. The hardware is pre-installed as a convenience to occupants of the apartment. The setup fee does not cover the cost of installation since that was done before any occupation of the unit. A lot of additional work is done in the background to ensure that apartment signups are handled correctly.
Q: How do I cancel my service?
A: You can log in to your PayFast account at any time and manage your subscription from there. Please notify us by emailing
[email protected] so that we can suspend your account timeously.
