Guides · Routing guide
ISP Or Fibre Network Provider Contact
All Guides contactsComplaint & ombud routes
If your fibre line is down or your bill is wrong, contact your internet service provider (ISP), not the fibre network operator (FNO). The Internet Service Providers’ Association (ISPA) says in its fibre primer that the ISP is accountable for faults and arranges repairs with the FNO on your behalf.
ISP or fibre network provider contacts at a glance
| Route | Details |
|---|---|
| Your ISP | First stop for faults and billing |
| ISPA mediation request (web form) | ispa.org.za lodge a mediation request |
| ISPA complaints mailbox (if the web form cannot be used) | complaints@ispa.org.za |
| ISPA office | 010 500 1200 |
| ICASA consumer complaints (email) | consumer@icasa.org.za |
| ICASA online complaints | icasa.org.za/pages/consumer-complaints |
Official ISP and fibre support route
Your contract is with your ISP, and your monthly fibre price bundles three costs: the FNO’s line cost, the ISP’s network costs and internet connectivity. That is why the ISP is the party that must handle a fault. It logs the repair with the FNO and remains accountable until it is fixed.
What you need before contacting
- Know which company is your ISP: it is the one you pay, and it is responsible for the fault.
- Get a reference number when you report the problem. ICASA asks for the provider’s reference number before it will take a complaint.
Step-by-step contact process
- Report the fault or billing problem to your ISP, not the FNO, and get a reference number.
- If it is not resolved and the ISP is an ISPA member, lodge an ISPA mediation request online, or email complaints@ispa.org.za if you cannot use the form.
- After 14 working days without a resolution, complain to ICASA in writing, online or at consumer@icasa.org.za.
Escalation route
ISPA mediation covers ISPA member ISPs only, and only after you have tried the ISP directly. For general questions, ISPA’s office is on 010 500 1200.
ICASA takes quality of service complaints, such as line installation, activation, transfer and suspension, once the provider has had 14 working days. Complaints must be in writing.
For the full complaints process, see our ISP complaints contact details. Billing problems are covered in our telecom billing dispute guide, and more guides are in the guides section.
FAQs
Should I contact my ISP or the fibre company about a fault?
Contact your ISP. ISPA’s fibre primer says the ISP is accountable for faults and arranges the repair with the fibre network operator.
Why does my fibre bill come from the ISP?
The monthly fibre price bundles the FNO line cost, the ISP’s network costs and internet connectivity costs.
What if my ISP does not fix the problem?
If the ISP is an ISPA member, lodge an ISPA mediation request. After 14 working days you can also complain to ICASA in writing.
Does ICASA handle fibre installation complaints?
Yes. ICASA takes quality of service complaints including line installation, activation, transfer and suspension, after the provider has had 14 working days.
Sources
- ISPA, ISPA fibre primer, ispa.org.za/policy-and-advocacy/fnos-and-isps/ispa-fibre-primer/, read 27 September 2026
- ISPA, Mediation process and lodge a mediation request, ispa.org.za/consumer-support/mediation-process/, read 27 September 2026
- ICASA, Consumer complaints procedure, icasa.org.za/pages/consumer-complaints-procedure, read 27 September 2026