Help
Frequently asked questions
Answers on coverage checks, fibre, 4G and 5G, fixed wireless, voice, billing and support. A coverage check does not activate a 3 Worx Connect service.
Getting connected
How does a coverage check work?
Tell us the address and the service you are interested in. We ask the relevant network whether that address can be served. A coverage check is a request. It does not confirm that we can install, it does not take payment, and it does not activate a service.
Is a quote a guarantee that you can install?
No. A coverage check or a quote is not a guarantee of installation. We confirm an order only after a feasibility check and a written quote. There is no instant activation.
How long does installation take?
It depends on the network. After the address is feasible and you accept a written quote, we arrange a date with you. We confirm the appointment before anyone is booked. Checking coverage or asking for a quote does not start that clock.
What happens on installation day?
You need to give our technician, or the network partner’s technician, reasonable access to the premises. They install the equipment for the service you accepted, such as a fibre connection, a radio or a router, and they check that it is working before they leave. If the work cannot be finished that day, we tell you the next step. Installation does not start until the order is confirmed.
Fibre
What is a fibre service?
Fibre is a fixed connection to your premises on a fibre network. The package shows the network where we already know it. We tell you which network applies when we quote. Fibre is a best-effort service unless we have signed a specific service level for a dedicated business line.
Do I need a coverage check for fibre?
Yes. Fibre is only available where a network can serve the address. You can browse the packages and the customer prices, then ask us to check coverage. Browsing does not place an order.
4G & 5G
What is a 4G & 5G package?
A 4G & 5G package is LTE or 5G data. It may be mobile, or it may be a fixed data service that stays at your premises. We tell you which mobile network applies at quote or order time. The network’s fair-use and technical rules also apply.
Why do you ask for RICA details?
A SIM-based service has to be registered under RICA before it can be activated. We ask for identity and address details for that legal obligation, and so we can provide the service. An account must be opened by an adult.
What does fair use mean?
An uncapped package can still be subject to the fair-use and technical rules of the network that carries it. We tell you which network applies at quote or order time. Abusive use can also be managed under our acceptable-use rules.
Does a SIM work everywhere?
A mobile SIM works where that network has coverage. Coverage at your home address does not mean the same signal everywhere you go. A fixed 4G & 5G service is meant to stay at the address you gave us. A coverage check is not a guarantee.
Fixed Wireless
Browse wireless internet packages
What is fixed wireless?
Fixed wireless uses a radio link from your premises to a network tower. It is not a mobile SIM service, and it is not meant to move with you. We deliver it with network partners. We tell you which network applies at quote or order time.
Do I need line of sight?
Usually, yes. The radio needs a clear path between your premises and the tower. Trees, buildings and the lie of the land can block that path. The installer checks this on site. If the link is not viable, the installation does not go ahead.
Can weather affect fixed wireless?
Yes. Heavy weather can affect a fixed wireless link. We do not promise that the service will stay up through every storm. The service at your premises also needs power.
Who installs the radio?
A technician from 3 Worx or from the network partner installs and aligns the radio. You need to give them reasonable access. Please do not move the radio or tamper with it after it is aligned. The equipment remains ours unless you bought it outright.
Voice & SIP
What voice services do you offer?
We sell voice, SIP and hosted PBX. Voice is supplied through Switch Telecom. We tell you that at quote or order time. A quote does not activate the service, and this website does not take payment for it.
Can I keep my existing number?
You can ask us to port a number. Porting is subject to the losing provider. We will tell you what that provider needs. A number cannot always be ported, for example if the losing provider will not release it.
Will emergency calls work if the power or internet is down?
They may not. Voice that runs over the internet needs power and a working connection. Do not rely on it as your only way to reach emergency services.
What hardware do I need for voice?
A hosted PBX or SIP service usually needs a reliable internet connection and a compatible phone, softphone or gateway. We confirm the hardware in the written quote. Equipment we supply remains our property unless you buy it outright.
Billing and payment
What is the difference between monthly and prepaid?
Monthly services are billed in advance. A prepaid package is valid for 30 days, it does not renew automatically, and unused time or data is not refundable unless the law requires a refund. A coverage check or a saved order request does not take payment.
How do I pay?
Monthly services can be paid by authorised debit order or by EFT. We confirm the debit-order date and the mandate with you before the first collection. Any other payment method applies only if we confirm it with you in writing.
Can I pay online on this website now?
No. Online payment is not available on this website yet. Saving a quote or an order request does not take payment and does not activate a service.
Will you change the price?
The prices on this site are the current customer prices for the packages shown. If we change a price, or we make a material change to the Terms, we give you at least 30 days’ notice by email or on this website. Installation, activation and router costs are confirmed in the quote when they are not already shown on the package.
Cancellations and upgrades
Read the terms on cancellation
How do I cancel a month-to-month service?
Give us at least one full calendar month’s written notice through our official contact channels. The service continues until that notice period ends.
How do I cancel a fixed-term agreement?
You may cancel a fixed-term agreement by giving 20 business days’ written notice, under section 14 of the Consumer Protection Act. A reasonable cancellation charge may apply. If installation or router costs were subsidised, a clawback may also apply, limited to a reasonable cancellation charge where the Act requires that.
Is there a cooling-off period?
If you bought a service online or by another electronic transaction, section 44 of the Electronic Communications and Transactions Act may give you 7 days to cancel, where that right applies. It does not apply where the service has already started at your request, or where the Act excludes the transaction.
Can I change or upgrade my package?
Ask us and we will check what the network can do at your address. We send a written quote before anything changes. The request itself does not change the service.
Equipment and routers
Who owns the router or other equipment?
Routers, fibre equipment and wireless radios remain our property unless you bought them outright. The quote says which applies.
What if the equipment is damaged?
Please protect our equipment from power surges, lightning, water and unauthorised tampering. If it is damaged, lost, or not returned, we may bill the cost to your account. You are also responsible for securing your own devices, your Wi-Fi password, and activity on your connection.
How do returns work?
When a service ends, return our equipment in good condition if we ask you to. Equipment you bought outright is yours. Returning equipment does not refund unused prepaid time or data, unless the law requires a refund.
Support
When is support available?
Support hours are Monday to Friday, 08:00–16:00 SAST.
How do I contact you?
WhatsApp or call +27-69-257-3045, or email [email protected]. Use the same details for a coverage check, a quote, or a fault.
How quickly will you reply?
We'll get back to you within 1 business day. That is a reply to your message. It is not an installation appointment and it is not a promise that a fault will be fixed in that time.
What should I check before logging a fault?
Check that the equipment has power, that the cables are seated, and what the router or fibre-box lights are doing. Note whether the problem is only at your site. Then contact us with the service address and, if you have one, your account or order reference. We'll get back to you within 1 business day.
What happens during load-shedding?
Fibre, fixed wireless and internet voice need power at your premises. During load-shedding they can go offline at your site even if the wider network is still up. We do not promise a power-independent service unless that is part of the package you accept.