Support, the way it should be.
Setup guides, answers to the questions we get asked most, and a real, local team when you need one. Start with your router below, or jump straight to a topic.
Plug in your Cosmiq fibre router
Your fibre runs into a Huawei EG8145V5 ONU — your router. Here's exactly what plugs in where.
Answers to what we get asked most
Tap a question to open it. Still stuck? WhatsApp us on 081 723 1731.
Getting connected & setup
How do I set up my Cosmiq fibre router?
Plug the green fibre cord into the Optical port, connect the power adapter and switch on, then join the WiFi using the details on the sticker under the router (or plug into a yellow LAN port). Wait about two minutes — once Power and PON are solid green, you're online. The diagram above walks through it.
Where do I find my WiFi name and password?
They're printed on the sticker on the underside of the router — look for the WiFi name (SSID) and WiFi key. You can change them in the client portal, or ask us to set a custom name and password for you.
Can I use my own router?
Yes. Leave the EG8145V5 connected to the fibre and plug your own router into one of the yellow LAN ports. We're happy to help you get it set up correctly.
How long does it take to come online after install?
Usually a few minutes once your service is provisioned. If Power and PON aren't solid green after a couple of minutes, restart the router once; if it still won't come up, contact us.
WiFi & speed
Why is my WiFi slower than my package speed?
WiFi loses speed with distance, walls and interference, so it's normal to see less over WiFi than your line actually delivers. For a true reading, run a speed test on a device plugged into a LAN port with a cable. As a rule, 5 GHz is faster up close, while 2.4 GHz reaches further but is slower.
How do I get better WiFi coverage?
Place the router central and high, out in the open, and away from thick walls, metal and microwaves. For larger homes, a mesh system or extender makes a big difference — ask us about whole-home WiFi.
How do I run a speed test properly?
Close other apps and pause downloads on other devices, ideally plug your computer into a LAN port, then run our speed test a few times and take the average.
What's the difference between download and upload?
Download is data coming to you (browsing, streaming); upload is data you send (video calls, backups, sending files). Our home fibre is symmetrical — the same speed both ways.
Account, billing & payments
How do I pay my account?
Pay from your client portal via Netcash — card, instant EFT, Capitec Pay, Scan to Pay, Ozow, retail cash (SCode) or 1Voucher. See our step-by-step How to make a payment guide.
How do I check my usage or manage my account?
Log in to the client portal at portal.cosmiqbroadband.co.za or use the Cosmiq app to see usage, invoices and payments in one place.
How do I upgrade or downgrade my package?
Home fibre is month-to-month. Email [email protected] before your billing date and we'll apply the change from your next cycle.
When is my account due?
On your monthly billing date. If you ever need to arrange something, contact [email protected] and we'll sort it out.
Connecta prepaid
How do I top up Connecta?
Buy your month up front via Netcash — at a store with a retail (SCode) payment, with a 1Voucher, or by card or EFT. Your line activates as soon as the payment reflects.
What happens if I don't top up?
The line simply pauses until you top up again. There's no contract and no penalty — top up whenever you're ready.
Where is Connecta available?
Connecta is offered in selected township and social-housing areas only — check our coverage map to see if it's live in your area.
Cosmiq Voice
How do I set up my Cosmiq Voice phone?
Plug your handset into the Tel 1 port on the router (where it's provisioned), or use the Cosmiq Voice app on your phone. We'll provide your number and login details.
Can I keep my existing number?
Yes — we port geographic and national numbers across so you keep the number your customers already know.
Do calls work during a power cut?
Only if your router and handset have backup power (a small UPS). The Cosmiq Voice app keeps working on your mobile data, so you can still make and take calls from your number.
Troubleshooting
My internet isn't working — what do I check first?
Check the lights. Power and PON should be solid green. If LOS is red, there's no fibre signal. Restart the router (off for 30 seconds, then on), check that cables are firmly seated, and give it two minutes. If it's still down, contact us.
The LOS light is red — what does that mean?
It means the router isn't receiving an optical signal from the network. Make sure the green fibre is firmly seated in the Optical port and isn't bent or pinched, then power-cycle once. If LOS stays red, it usually needs us — please contact support.
My speed suddenly dropped.
Run a speed test plugged into a LAN port, restart the router, and check how many devices are busy streaming or downloading. If a wired test is still slow, contact us and we'll investigate the line.
I can't connect to WiFi.
Double-check the WiFi name and password on the sticker, make sure the WLAN light is on (press the WLAN button if it's off), move closer to the router, then forget and rejoin the network. A quick restart of the router clears most WiFi glitches.
How do I restart my router?
Switch it off at the power button or wall socket, wait 30 seconds, switch it back on, and give it about two minutes to reconnect. This fixes the majority of glitches.
Handy shortcuts
Still stuck? Talk to a human.
Our Durban-based team actually answers. Reach us on WhatsApp, email or the phone.