1. What do I get with my Home Uncapped account?

Your Home Uncapped account includes the following features:

• Unlimited data – so you can use as much bandwidth as you like, in line with our Acceptable Usage Policy.
• 5 Free email accounts – including free spam and virus filtering.
• Customer Zone - for managing your ADSL account easily.
• DSL Secure – to protect your ADSL account.

2. What speeds can I expect with my Home Uncapped Account?

Your bandwidth speed is dependent on two factors:

• Your Telkom line speed - We recommend you complete a speed test to determine at what speed your line is currently syncing. If your line is managed by Web Africa we will handle any line upgrade/downgrade requests, saving you the hassle.
• Your Home Uncapped package - Your bandwidth speeds can only be as fast as the uncapped packaged you have purchased. So if you have selected a 1Mbps Home Uncapped package, this is the maximum speed your line will run at. Even if a speed test says your line is syncing at 9Mbps, your line will not be able to run any faster than 1Mbps.

3. What is the Home Uncapped Acceptable Usage Policy (AUP) and why does it exist?

Our AUP is a set of rules that is put in place to protect users who aren’t abusing their uncapped accounts from those who are. It’s there to make sure abusers of our service do not receive the same quality uncapped service as those who stick to the rules. It’s clear, simple and fair. If you stick to it, you’ll get the most out of your Home Uncapped ADSL. 

Why would your speeds decrease?

First, we will NEVER move users to a lower priority if we have spare capacity on our network, unlike other ISPs.  In addition to this, you will only get slower speeds IF you don’t play by the rules. Even if your service is switched to a lower priority, browsing remains awesome. Here’s how we determine our prioritisation:

We use a 2 tiered rolling window system between 6am and 12am to ensure our network is optimised to keep your account running smoothly.  

• If you use more than a certain amount of Gigs in a 6 hour period, then your service will be moved to a lower priority until those 6 hours are up. Your ADSL account will then be restored to normal priority.
• Similarly, if you use more than a certain amount of Gigs in a 7 day period, then your service will be moved to a lower priority until that 7 day period is up. Your ADSL account will then be restored to normal priority. 

• More detail on this in the rolling windows section below.

Remember, these windows ONLY refer to usage between 6am and 12am.

Here’s where it gets interesting!  All usage during Download Plus hours, that’s between 12am and 6am, does NOT contribute to your overall usage. That’s right, you can completely max out your account between these hours, and it will NOT count towards your 6 hour and 7 day rolling windows. It’s a free for all! This is when you can really get the most out of downloads and updates.  

At 6am we continue monitoring your usage from where you left off at 12am, before Download Plus hours. In other words, your Gig usage is not cleared during Download Plus, but is rather paused. So if you're sitting on 50 Gigs usage in your 6 hour threshold at 12am, your usage from 6am onwards will add to those 50 Gigs.

4. Is my Home Uncapped account shaped or throttled?

No, it is not shaped or throttled! Home Uncapped is prioritised according to Silver Bandwidth priority. For more information on traffic prioritisation, see our Bandwidth Priority Profiles article.

5. What is a rolling window and why is it important to me?

Home Uncapped uses 6 hour and 7 day rolling windows to ensure your account keeps running smoothly. If you reach your rolling window thresholds within 6 hours or 7 days, respectively, your maximum download speed will be moved to a lower priority until your total usage falls below your threshold. How much your speed is reduced will depend on network capacity. Remember, if there is available capacity, your rolling window thresholds do not apply and your speeds will NOT be affected at all. 

This table shows when prioritisation kicks in on the various line speed options:

We estimate that deprioritised users will experience the following speeds, depending on network traffic:

• 50% of their normal speed during business hours
• 80% of their normal speed between 5pm and 10pm
• 100% of their normal speed between 10pm and 7am, including the whole weekend
  

Please note that these estimates refer to a normal home internet user, typically engaged in regular usage patterns including normal browsing, emailing, watching videos and some downloading. Sustained downloading will result in slower speeds than those listed above.

REMEMBER, this ONLY occurs when we do not have available capacity on our network.

6. Can I have more than one connection on my Home Uncapped account?

Home Uncapped allows for one connection only. Please see our Concurrent Connections article for more information on this.

7. Are Static IPs available on my Home Uncapped Account?

Static IPs are not available on Home Uncapped Accounts.

8. Do I have to take out a contract for Home Uncapped?

Not at all. We don’t feel the need to bind our customers into contracts that aren’t always convenient for them. You are free to use our service on a monthly basis. Read our Billing section for more information on how this would work.

Visit our website for Home Uncapped pricing.