Router support is your ISP’s, because the router was almost always supplied with the service. A line fault outside the house is a different problem with a different owner.
ContactDetails.co.za is an independent directory. We are not any of the companies listed here and cannot act on your behalf. Everything on this page is a routing aid so you reach the right official channel with the right information in hand.
Who actually handles this
Your ISP, in nearly every case. The distinction that matters is whether the problem is the router or the line: a router problem affects your wifi and your devices, while a line problem means the connection itself is down and the router’s fibre light will usually show it.
What to do, in order
- Check the lights on the router and the fibre terminal. A missing line or fibre light points at the connection rather than at the router.
- Restart the router properly, leaving it off for at least thirty seconds.
- Check whether the problem affects everything or only wifi. If a device connected by cable works and wifi does not, the problem is the wifi rather than the line.
- Move closer to the router to rule out wifi range, which is the most common cause of what people report as slow internet.
- If the line itself is down, log a fault with the ISP and ask whether it has been raised with the network operator.
What to have ready before you make contact
- The router make and model.
- Which lights are on, off or flashing.
- Whether a wired device works.
- Your ISP account number and the installation address.
Who owns what on a South African connection
- The mobile network (Vodacom, MTN, Cell C, Telkom, Rain) owns the spectrum, the towers and your number. Anything to do with the SIM, the number, coverage or a mobile account is theirs.
- The fibre network operator owns the physical fibre in your street and the box on your wall. It installs and repairs the line, but its customer is your ISP, not you. It holds no record of you and will refer you back.
- Your ISP sells you the internet service, holds your account, bills you and owns the relationship. For a fibre connection, this is almost always the party you should be contacting.
- ICASA licenses and regulates the operators. It is a regulator, not a support desk, and it takes complaints only after the operator’s own process has been used.
Most wasted time on a connection problem comes from contacting the wrong one of these four. Working out which layer your problem sits in, before you dial, is worth more than any number on this page.
Common mistakes that cost time
- Reporting slow internet without testing a cabled device. That single test separates a wifi problem from a line problem.
- Restarting the router for a few seconds. Leave it off for at least thirty.
- Allowing an unsolicited caller remote access to fix the router, which hands over everything on the machine.
- Replacing the router with your own before checking whether the ISP still supports the connection if you do.
The scam to watch for
A caller claiming to be from your ISP who asks for remote access to fix your router is a serious warning sign. Remote access software on your machine gives the caller everything on it, including your banking. Legitimate support does not begin with an unsolicited call.
If it is not resolved
ICASA is the Independent Communications Authority of South Africa, the regulator for licensed telecommunications operators. It handles complaints against operators, but only after you have given the operator a chance to resolve the matter first, and it will ask for the operator’s reference number.
Escalation works on evidence. Keep a short written log of every contact: the date, the channel you used, the name of the person you spoke to and the reference number you were given. Every formal complaints process asks for exactly that history, and having it ready is usually the difference between a fast resolution and starting over.
| What it is for | Contact |
|---|---|
| ICASA consumer complaints email | [email protected] |
| ICASA head office, Centurion | +27 12 568 3000 |
| ICASA general enquiries email | [email protected] |
Related contact pages
- Telecoms
- Telecom Contact Details South Africa
- Fake Fibre Promotion
- Telecom Scam Prevention South Africa
- Afrihost Contact Details
- Airtime Data Bundle Problem Contact Details
- Askrain Contact Details
- How to verify a contact number before you use it
Frequently asked questions
Is the router mine or the ISP's?
It depends on your contract. Some are sold outright and some remain the ISP’s property and must be returned on cancellation. Check your agreement before assuming.
Why is wifi slow when the line is fine?
Wifi range, walls and interference from neighbouring networks are the usual causes. A cabled device is the quickest way to tell the two apart.
Can I use my own router?
Often yes, but the ISP may only support its own equipment. Ask before replacing it, because support becomes your problem otherwise.
The contact routes on this page were checked against each organisation’s official source on 21 August 2026. Where a detail has changed, the official source is always the authority.