Fibre to the home: Switching Fibre Network Operators and Internet Service Providers by DSL Telecom

Here's what you should know when switching FNO's and ISP's

This article is ideal for new and existing fibre to the home customers who want to switch FNO's or ISP's.

The difference between an FNO and ISP:

  • A Fibre Network Operator (FNO) manages and owns your fibre optic connectivity infrastructure. FNO's are responsible for laying down the fibre infrastructure in your area. Popular FNO's include: Vumatel, Frogfoot, Openserve, Octotel, etc.

  • An internet service provider (ISP) manages how you receive the internet service over the FNO's infrastructure and further manages the speed and data traffic.  Popular ISP's include: Vox and Telkom

The process of switching your FNO but keeping the same ISP

Example: switching from Vox over Vuma to Vox over Openserve 

Firstly you will need to complete a coverage check to confirm that your area is live for another FNO. In most cases, there is only one FNO available in a given area. If you reside in a complex or an estate, the body corporate will need to be consulted to see if there is more than one FNO build that has occurred, there is usually only one FNO available in a complex/estate. 

If you are live for fibre with two different FNO's and you want to switch from one to the other, you will first need to place a cancellation with your ISP for your current FNO in order to switch to the new FNO. 

For example, you place a cancellation with Vox for your Vuma contract and place a new order with Vox to be installed and connected with Openserve fibre internet. This process can take between 7 - 21 working days to process your FNO switch with your ISP once your cancellation process is complete.


Follow the below steps to switch between FNO's:   
Step 1: Complete a coverage check to determine which FNO's are available at your address. If you reside in a complex/estate confirm with your body corporate what your FNO and ISP options are available in your building. You can check your coverage here: https://www.coveragecheck.co.za/
Step 2: Request a cancellation of your fibre internet service with your current ISP, this cancellation process takes 30/60 days. 
Step 3: Place a new order with your ISP for the preferred FNO.
Step 4: After the FNO has successfully processed your order, your new FNO will install your fibre to your home within 7-21 working days.
Step 5: Handover will be completed with the ISP. A new data account will be created for your fibre service and you will receive a username and password to your new FNO.
Step 6: The ISP will come out to your home to complete the installation, test and confirm that your fibre connection is up and running and deliver a new router along with them.

The process of switching both your FNO and ISP

Example, switching from Vox over Frogfoot to Telkom over Openserve

If you would like to try out a new ISP and FNO you will need to complete a coverage check in order to see which other FNO is available in your area and to confirm who the ISP is. Once you know which FNO's and ISP's are available in your area you can cancel your current contract with your ISP and start the process for a new order with your new preferred ISP and available FNO.


The standard cancellation is one clear calendar month, which is 30 days and runs from the 1st to the 30th of the month. We recommend you place your cancellation before the 1st of the month. This will also limit downtime with your internet and/or overlap in billing.

Follow the below steps to switch FNO's and ISP's: 

Step 1: Complete a coverage check to determine which FNO's and ISP's are available to your address. You can check your coverage here: https://www.coveragecheck.co.za/
Step 2: If you reside in a complex/estate confirm with your body corporate which FNO and ISP options are available in your building.
Step 3: Request a cancellation of your fibre internet service with your current ISP, this cancellation process takes 30/60 days.  
Step 4: Place your new order with your desired ISP and different FNO.
Step 5: After the FNO has successfully processed your order, your new FNO will install your fibre to your home within 7-21 working days.
Step 6: Handover will be completed with the ISP. A new data account will be created for your fibre service and you will receive a username and password to your new ISP and FNO.
Step 7: The ISP will come out to your home to complete the installation, test and confirm that your fibre connection is up and running and deliver the new router along with them.


The process of switching your ISP but keeping the same FNO

Example, switching from Telkom over Openserve to Vox over Openserve 

If there is only one FNO available in your area but you would like the option to switch ISP's, it is possible to do so. When switching ISP's over to the same FNO you will need to cancel your fibre service with your current ISP and place a new FTTH order with your new preferred ISP.

Once your old ISP has released the fibre line, the new ISP can take ownership of the fibre line that is installed into your home. This process can take up to 30 days to complete, from when you placed your cancellation.

For example, you cancel your service with Telkom and place your order with Vox. Vox can only start processing the order and take over the Openserve fibre line once Telkom has released the fibre line to your address from their database.


Follow the below steps to switch ISP's over the same FNO:

Step 1: Request a cancellation of your fibre internet service with your current ISP, this cancellation process takes 30/60 days.
Step 2: Place a new order with the new ISP (the new ISP will only process the order once your previous contract has been cancelled.
Step 3: The ISP will come out to your home to test the new fibre line and deliver your new router.
Step 4: Handover will be completed with the ISP. A new data account will be created for your fibre service and you will receive a username and password to your new ISP.                                                                


If you are a DSL Telecom customer and you would like to switch your Fibre Network Operator or your Internet Service Provider simply log a ticket here: https://service.dsltelecom.co.za/portal/en/newticket

Related Articles:
  1. Why do fibre packages and prices differ so vastly between providers?
  2. Vox fibre cancellation within the 12 month minimum commitment period
  3. Telkom fibre cancellation within the 24 month minimum commitment period
  4. How to get fibre in your complex / estate or apartment
  5. Steps to getting your Vox fibre Installed [+ Tips for an optimal fibre connection]
  6. Relocating premises with a Vox Fibre service












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