Your needs change. Households grow, businesses expand, people move overseas. This guide covers how to change your package or end your service, and what to expect in each case.

Upgrading to a faster package

Upgrades are the easiest change to make and usually the quickest.

• Usually no new installation is needed. In most cases we change your profile remotely and the new speed applies within 24 hours.
• Contact us to request it — by phone, through the contact form or via the client portal.
• Billing is adjusted pro-rata, so you pay only for the days at each rate.
• Restart your router once we confirm the change has been applied.
• Some upgrades need a site visit — for instance moving from fixed wireless to fibre, or to an enterprise dedicated service. We’ll tell you upfront if so.

Moving to a smaller package

• Downgrades normally take effect from your next billing cycle.
• Contact us with at least a few days’ notice before your billing date.
• Minimum-term conditions may apply if you’re within a contract period — we’ll explain any implications before making the change.
• If cost is the issue, talk to us. A smaller package is far better than a suspension, and we’d rather find something workable.

Cancelling your service

We’re sorry to see anyone go, but if you need to cancel, here’s how it works.

1. Give notice in writing. The request must come from the registered account holder. Email or the contact form is fine.
2. Observe the notice period. Your service agreement states the required notice. Give it in full to avoid additional charges.
3. We confirm the details. We’ll write back confirming the cancellation date, any final balance and arrangements for equipment.
4. Settle any outstanding balance. Including charges up to the cancellation date.
5. Arrange equipment return or collection. See below.
6. Receive final confirmation. We’ll confirm in writing once the account is closed. Keep this.

Returning your equipment

Some equipment remains the property of Flexi Networks and must be returned when service ends.

• Typically ours: the ONT, any outdoor wireless radio and mounting hardware, and any router supplied on a rental or subsidised basis.
• Typically yours: equipment you purchased outright, and your own cables and accessories.
• Don’t remove anything yourself. Outdoor equipment and the ONT are professionally mounted — our technician handles removal. Damage from self-removal may be charged for.
• The fibre stays with the property. Don’t cut, pull or coil it — the next occupant may use it.
• Return equipment in good order. Missing or damaged equipment may attract a replacement charge as set out in your agreement.

We’ll confirm exactly what needs to be returned and arrange collection or a drop-off at our Ezulwini office.

Contract terms

Whether a minimum term applies depends on your package and any installation or equipment subsidy included when you signed up. All terms are set out in your service agreement, and our Terms & Conditions cover the general provisions.

If you’re unsure what applies to your account, contact us and we’ll tell you plainly — including any early-termination implications — before you commit to anything.

Keeping your account details current matters more than it might seem. Your email address is how you receive invoices, maintenance notices and outage updates; your mobile number is how we reach you when something needs attention urgently.

What you can change yourself

Log in to the client portal to update most of your own information:

• Contact email address
• Mobile and alternative phone numbers
• Postal or billing address
• Communication preferences
• Your portal password

What requires verification

For your protection, some changes can only be made by the registered account holder after we’ve confirmed identity:

• Banking or debit order details — a common target for fraud, so we verify carefully.
• Transferring the account to another person — requires consent from both parties.
• Adding an authorised contact who can act on the account.
• Changing the service address — see moving home.
• Cancelling the service — see changing or cancelling.

How to request a change

1. Contact us from the registered details. Phone, email or the contact form, using the contact details already on the account where possible.
2. Tell us your customer number. It’s on every invoice and speeds everything up.
3. Explain what you want changed. Be specific about the old and new values.
4. Complete verification if the change requires it. We may ask for identification or details only the account holder would know.
5. Confirm the change. We’ll write to you once it’s applied — check the details are right.

Adding an authorised contact

If you’d like a spouse, family member or colleague to be able to log faults or discuss the account, we can add them as an authorised contact. It avoids the frustration of us being unable to talk to the person who is actually at the property when something breaks.

The registered account holder needs to request this. You can set the level of access — for example, technical support only, without access to billing.

Business accounts

• Nominate more than one authorised contact so support isn’t dependent on one person being available.
• Tell us if invoices need to go to a specific finance address rather than a general one.
• Let us know if your invoices need a purchase order number or a specific entity name — we can configure that.
• Update us when staff change, particularly when an authorised contact leaves.

Why it’s worth keeping current

• Invoices reach you, so accounts don’t fall into arrears by accident.
• You receive advance notice of planned maintenance affecting your area.
• We can reach you quickly during a fault rather than leaving messages nobody receives.
• Account recovery works when you need it.