Frequently Asked Questions

Why Should I Pay For Capped Data When I Don't Get Full Speed on Downloads All The Time?

Generally, our network capacity is robust enough for Capped users to not have to worry about shaping. Capped Shaped accounts are the last in line for network management when the network is under strain.

Although our intention is to never shape realtime services, sometimes, during outages and special circumstances, we may be required to shape some realtime services on shaped capped accounts.

We also offer Unshaped Capped accounts for users to whom it’s important to ensure they never get shaped.

For more information, please visit our Network Management Page.

I am Experiencing Slow Browsing Speeds (on SpeedTest.net) or Can't Connect to Gmail / Internet Banking, etc. Is this due to QoS?

Our QoS (Quality of Service Prioritisation) only affects downloads and not realtime services such as banking, gmail, youtube etc. If you are experiencing slow speeds across the board, chances are that this may be an issue related to something else - like a fault on your Line, Router or Telkom exchange, and we will need to troubleshoot the problem to assist you better.

Am I being shaped or throttled because I downloaded too much, and how much should I download in order to avoid shaping?

Please visit our Broadband Network Management Page for more information.

What can I do to get unshaped?

We sell both Shaped and Unshaped Capped DSL Packages. You can simply switch to an Unshaped package if you prefer.

Generally, our network capacity is robust enough for Capped users to not have to worry about shaping. Capped Shaped accounts are the last in line for network management when the network is under strain.

For more information, please visit our Network Management Page.

What if I change my mind and want a different package?

Not a problem, simply log into ClientZone and edit your Package. Mistakes do happen, so if you need to change a package again you can, but you're limited you 2 package changes per month.