Frequently Asked Questions

What are your contention ratios?

Our Consumer Broadband has a maximum contention ratio of 20:1 and our Business Broadband Service has a Contention Ratio of 10:1

Is your service Synchronous?

Yes of course, your upload will be the same as your download

Do you shape traffic?

No we don’t

What is the Maximum Speed service I can get?

This depends on your distance to the Base Station, we will let you know after the site survey has been conducted.

What factors can affect my service?

The most common issue is something blocking the Line of Site, i.e. a Tree has grown in the way, your neighbour has built a second story on their house etc. Weather can impact the service but generally it would have to be a very severe storm.

What are your DNS server addresses?

We will automatically assign DNS server addresses when your service Authenticates.

Do I get a Public IP address?

Yes you are assigned a Dynamic Public IP address, a Static IP Address can be added to the Business Broadband Service.

Can I use NAT on my router to allow me to access my DVR, Server, Security Cameras, etc?

If your router supports NAT you are more than welcome to set up NAT, but please use complex passwords for any internet facing services

Can I Upgrade or Downgrade my Service?

Yes you can, If you would like to upgrade please check with our support desk first to ensure that your link is capable of the upgraded speed you would like to order, If you would like to downgrade, please contact our support desk to assist with the downgrade, but please keep in mind that we may not allow a downgrade if the service is under a longer term contact.

How can I make payments?

You can use your Credit Card or a Debit Order

Can I use any router?

You are more than welcome to your own router, but it needs to have a WAN port and support PPPoE. We may not be able to assist you with your router configuration if it is not a router we are familiar with.

Can I use my ADSL Router?

It may work if your router also has a separate WAN port and supports PPPoE on that port.

How do I know if Rapidnet can supply a service in my area?

Firstly, check the coverage map, if you are in a coverage area, then please request a survey here.

What kind of latency can I expect?

It really depends on where you are going to on the Internet, locally you probably will not see more than 25 to 35ms, usually much lower, internationally into London you will see less than 200ms to 230ms, but to a lonely little island 450km off of the Japanese coast, you will see higher latencies.

Do you have your own speedtest server?

Yes we do, speedtest.rapidnet.co.za, or you can use www.speedtest.net

Who is RMS Powertronics?

RMS Powertronics is our Upstream Provider.

What are your SMTP settings?

smtp.rapidnet.co.za, you will have to be on our broadband network to use this service, but you really should use you email providers servers, if you have a decent email provider they will support SMTP Authentication, for those setting please contact your email provider.

Do you host a mail service?

No we don’t there are many effective and free services out there to choose from.

Can I watch streaming TV content?

Yes you can, however if you want to make use of HD TV Streaming you probably want at least a 5Mbps service.

Can I use Voice over IP?

We currently do not offer a voice service but you can use VoIP, but if you are maxing your line you may experience poor quality voice, as we do not Shape Traffic, remember?

Are you currently experiencing any issues?

Check our Network Status Page

Do you offer Fibre to The Home (FTTH) or Fibre to the Business (FTTB)?

Watch this space, we are planning to offer these services on the 3 largest FTTx networks

Is my equipment covered for lightning damage?

You will need to cover this as part of your insurance.You will need to purchase a replacement and claim this back from your insurance.

What is my cancellation notice period?

The cancellation notice period is one calendar month

What happens if I move house?

You will need to notify Rapidnet at least 10 days prior to move and we will conduct a survey at the new premises.The new installation is chargeable depending on your contract term.

What is the installation turnaround time?

Installation will take place between 7 – 10 days after confirmed order.

Is the service provided with a router?

If you are on a month – month, you will need to buy the router at a cost of R399.The router provided is a Tenda F3. If you are on a 12 or 24 month contract, the router is provided free of charge.

We’re here to help!

If you have any additional questions or comments, please send us a message and our support team will gladly assist!