Terms of Service

Last Updated: September 2026

These Terms explain how our internet service works, what you can expect from NetQuest Wireless, and what we expect from you as a customer.

By signing up for or using our service, you agree to these Terms.

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Internet Service Internet Speeds Installation Equipment Payment Cancellation Acceptable Use Public IP & CGNAT Outages Support Privacy Complaints

1. Our Internet Service

NetQuest Wireless provides fixed wireless internet services to homes and businesses.

We aim to provide a fast and reliable service, but wireless internet can be affected by things such as:

We cannot guarantee that the service will be available 100% of the time.

2. Internet Speeds

Your package speed is the maximum speed allocated to your internet service.

Actual speeds may sometimes be lower because of:

NetQuest will always try to provide the best possible service on your selected package.

3. Installation

All installations are subject to a successful signal and site check.

We may not be able to install the service if there is no suitable signal or clear connection to one of our towers.

Installation may include:

Important: The customer must have permission from the property owner, landlord or body corporate before installation.

4. NetQuest Equipment

Equipment supplied by NetQuest Wireless may remain the property of NetQuest Wireless unless you have bought the equipment from us.

This may include:

Customers may not sell, move, open, modify or damage NetQuest-owned equipment.

If your service is cancelled, NetQuest may remove equipment that belongs to us.

5. Damaged Equipment

Customers may be charged for equipment that is damaged because of:

Normal equipment failures will be handled by NetQuest according to the circumstances.

6. Customer Equipment and Wi-Fi

NetQuest is responsible for the internet connection we provide.

We cannot guarantee the performance of customer-owned:

Poor Wi-Fi inside a building does not always mean there is a problem with the NetQuest internet connection.

7. Payment

Customers must pay their account by the agreed payment date.

If an account is not paid, the internet service may be suspended.

The service may be restored once payment has been received and processed.

Any applicable installation, equipment or reconnection fees will be communicated to the customer.

8. Package Changes

Customers may request an upgrade or downgrade to their package.

Package changes may only take effect from the next billing period unless NetQuest agrees otherwise.

Current package prices will be available on our website or directly from NetQuest Wireless.

9. Cancellation

Customers may cancel their service by contacting NetQuest Wireless.

Any outstanding account balance must still be paid.

NetQuest-owned equipment must be made available for collection after cancellation.

Any cancellation charges that apply will be communicated to the customer and will comply with applicable South African law.

10. Fair and Acceptable Use

Customers may use the service for normal legal internet activities.

You may not use the NetQuest network for:

NetQuest may suspend a service if it is being used in a way that threatens the network or other customers.

11. Public IP Addresses and CGNAT

Some NetQuest internet connections may use shared public internet addresses, also known as CGNAT.

This may affect certain services such as:

A public or static IP address is not automatically included with every package.

Customers who need one should contact NetQuest Wireless.

12. Maintenance and Outages

Sometimes we need to perform maintenance or repairs.

Where possible, NetQuest will try to inform customers about planned maintenance.

Emergency repairs may need to happen without advance notice.

Outages may also be caused by third-party providers, electricity failures, damage, theft, weather or other circumstances outside our control.

13. Fault Reporting and Support

If your internet is not working properly, please contact NetQuest Wireless.

We may first perform remote tests before sending a technician.

Customers should allow us reasonable access to NetQuest equipment when a technician visit is required.

If the problem is caused by customer-owned equipment or the customer's internal network, an additional call-out fee may apply.

14. Moving Your Service

Customers may not move outdoor NetQuest equipment themselves.

If you move to another property, contact us first.

The new location will need to be checked for coverage before the service can be moved.

Additional installation costs may apply.

15. Privacy

NetQuest Wireless will handle customer information according to our Privacy Policy and applicable South African privacy laws.

Customer information will only be used for legitimate business purposes such as:

You can read our Privacy Policy here .

16. Changes to These Terms

NetQuest Wireless may update these Terms from time to time.

If an important change affects customers, we will make reasonable efforts to inform them.

The latest version will always be available on our website.

17. Questions or Complaints

If you have a problem with your service, account or installation, please contact NetQuest Wireless first so that we can try to resolve it.

When reporting a problem, please provide:

18. South African Law

These Terms are governed by the laws and regulations of South Africa.

Nothing in these Terms removes any rights that customers have under applicable South African consumer or communications law.