Frequently asked questions

Start with our coverage checker or send us your address. Once we confirm what’s available at your location, we recommend a package, send you a firm quotation and — when you approve it — book an installation slot. The whole process usually takes a few days from first enquiry to a working connection.

Our network covers major centres across Eswatini including Mbabane, Ezulwini, Manzini and Matsapha, with fixed wireless reaching further and expansion continuing every quarter. Enter your area on the coverage page for an instant indication, and we’ll confirm availability at your exact address.

Once coverage is confirmed and your order is approved, most home installations are completed within 1 to 3 working days. Business installations that require a site survey may take slightly longer — we give you a clear timeline upfront rather than a vague promise.

A certified Flexi Networks technician arrives within the agreed window, runs the cabling or aligns the wireless equipment, installs and configures your router, tests the line and walks you through your Wi-Fi name and password before leaving. Please make sure someone over 18 is present.

Yes — someone aged 18 or over needs to be present to authorise cable routes, choose where equipment is mounted and sign the handover. If you can’t be there, you may nominate a representative in writing.

In most cases yes, though we recommend using the router we supply because it is pre-configured and fully supported by our team. If you use your own equipment we can help you configure it, but we can’t guarantee performance or support faults caused by third-party hardware.

No. Flexi Networks packages come with unlimited data options. Stream, download, game and work as much as you like — there’s no data meter to watch and no out-of-bundle surprises at month end.

As a rough guide: 10 Mbps suits one or two people browsing and streaming in HD; 20 Mbps handles a busy household with video calls and online classes; 40 Mbps is for large families, 4K streaming and gaming. Our residential page has a fuller breakdown, or just ask us.

The advertised speed is what arrives at your router. Wi-Fi, distance from the router, walls, older devices and how many things are downloading at once all reduce what any single device sees. Test with a cable if you can, then read our slow internet guide.

It’s how many customers share the same capacity. Lower ratios mean more consistent speeds at peak times. Our Enterprise Connectivity service offers a dedicated 1:1 ratio — bandwidth that is exclusively yours, backed by a Service Level Agreement.

Absolutely. You can move to a faster package at any time and in most cases without a new installation. Contact our support team and we’ll switch you over, usually within 24 hours. Downgrades take effect from your next billing cycle.

Our enterprise Dedicated Internet Access service is symmetrical — upload matches download. Residential and standard business packages have a higher download than upload speed, which suits how most people use the internet.

Fibre runs a physical optical cable to your building and delivers the highest and most consistent speeds. Fixed wireless uses a small antenna with line-of-sight to one of our towers — it reaches places fibre hasn’t yet and still delivers excellent performance. We recommend whichever is available and better suited to your address.

It means we most likely can serve you, but we need to physically confirm line-of-sight between your building and our nearest tower. The survey is free and usually takes under an hour.

Register your interest through the coverage page. We prioritise expansion based on where demand is concentrated, so registering genuinely influences our roadmap — and you’ll be the first to know when we go live.

Yes, where line-of-sight to our wireless infrastructure allows. Our fixed wireless network reaches well beyond the fibre footprint. Send us your location and we’ll tell you honestly whether we can reach you.

Services are billed monthly in advance. You’ll receive an invoice by email and can view your statements, balance and payment history at any time in the client portal.

We accept bank transfers (EFT), direct deposits and the electronic payment options shown on your invoice and in the client portal. If you’d like to arrange a debit order, contact our accounts team.

We’ll notify you and give you an opportunity to settle before any restriction applies. Prolonged non-payment may lead to suspension and, eventually, disconnection — but we always try to reach you first. If you’re having difficulty, talk to us early and we’ll work something out.

The once-off installation fee covers site setup, cabling and configuration by our professional installation team. Residential packages include equipment at no extra cost. Contact us for current installation pricing at your address.

Contract terms depend on the package and any equipment or installation subsidy involved. All terms are set out clearly in your service agreement before you sign — nothing is hidden in small print. See our Terms & Conditions.

Check whether the problem affects all devices or just one, look at the lights on your router or ONT, then restart the equipment by unplugging it for 30 seconds. Our no-connection guide walks through it step by step. If nothing helps, report the fault.

Our network status page shows current incidents, planned maintenance and recent history. If your area is affected, it’ll be listed there with updates as we work through it.

Log in to your router’s admin page using the details on the sticker underneath it, find the wireless settings and update the password. Our step-by-step guide covers it in detail. Remember to reconnect all your devices afterwards.

Yes. Router placement makes an enormous difference, and where that isn’t enough we can quote for mesh nodes or additional access points. Start with our Wi-Fi support page.

Residential faults logged during office hours are typically acknowledged the same day and resolved within one to two working days depending on the cause. Business customers are escalated ahead of residential tickets, and enterprise customers with an SLA have contractually guaranteed response times.

In most cases yes, provided we have coverage at your new address. Give us at least 14 days’ notice so we can check coverage and schedule the relocation. Full details are on our moving home page.

Log in to the client portal to update most details yourself, or contact our accounts team. For security, some changes require verification from the registered account holder.

Cancellation requests must come from the registered account holder in writing, with the notice period stated in your service agreement. Contact us and we’ll confirm the process, any outstanding balance and arrangements for returning equipment.

Equipment that remains the property of Flexi Networks — typically the ONT, wireless radio and any leased router — must be returned in good working order when service ends. We’ll confirm exactly what needs to come back when you cancel.

Business packages sit on business-grade lines with a priority support queue, meaning your faults are escalated ahead of residential tickets. They also scale further — up to 200 Mbps — and can be bundled with VoIP, managed Wi-Fi and SD-WAN on one account.

Yes, on our Enterprise Connectivity service. SLAs define availability targets, guaranteed response and restoration times and escalation paths. Request an enterprise quote to discuss terms.

Yes. Our SD-WAN service links all your sites into one centrally managed network with intelligent traffic routing and automatic failover, typically at a lower operational cost than legacy leased lines.

Static public IP addresses are included with Enterprise Dedicated Internet Access and available as an add-on for business packages. Talk to our sales team about what your applications require.

Yes — we’re a certified 3CX Bronze Partner and deliver cloud or on-premise PBX systems with IVR, call queues, recording, voicemail-to-email, video and conference calling. See VoIP & Telephony.