Switching ISPs on the FibreGeeks network doesn’t require new fibre installation. Your home or business stays connected to the same FibreGeeks line while your new ISP takes over. The technical switch takes minutes to hours, but you’ll need to plan for contract notice periods (typically 30 days) to avoid service gaps.
How ISP Switching Works on an Open-Access Network
On an open-access network like FibreGeeks, we build and operate the fibre infrastructure whilst ISPs handle your package, billing, and support. When you switch ISPs on the same Fibre Network Operator (FNO):
The fibre line and ONT stay where they are. Your old ISP stops billing and releases the line. Your new ISP activates service on the existing FibreGeeks line.
You’re not “re-cabling” your home. You’re changing which ISP supplies your service on top of the same physical fibre.
This is the benefit of open-access networks like FibreGeeks. If you’re moving between two ISPs that already partner with FibreGeeks, switching is mostly administrative plus router configuration, not a full reinstall.
Here’s what happens behind the scenes:
Your old ISP releases your line into what’s called a “holding pool” on the FNO’s system. Your new ISP picks up the line from that pool and activates your service. The FibreGeeks infrastructure team coordinates the port between ISPs. Your router gets reconfigured with new login credentials (PPPoE details or DHCP settings).
The whole technical process, from line release to activation, typically happens overnight and takes anywhere from a few minutes to about 2 hours. What takes longer is the administrative side: giving notice, coordinating cutover dates, and ensuring both ISPs are aligned on timing.
What to Check Before You Switch ISPs
Start by checking a few basics so the handover doesn’t leave you stranded without internet:
Contract term
Are you on month-to-month or a fixed-term contract (12 or 24 months)? Is there a notice period? Most ISPs require 30 days’ written notice. Is there an early termination fee if you’re still in contract? Some ISPs charge penalties ranging from a few hundred to over R1,000.
Installation clawback clauses
Many ISPs offer “free installation” but include a clawback clause. If you cancel within 12 months, you’ll be charged the full installation cost (typically R1,000 to R1,500). Check your original contract for this clause.
Account status
Make sure your current ISP account isn’t in arrears. Unpaid balances can delay line release, leaving you without internet whilst the old ISP refuses to port your line. Clear any outstanding balances before giving notice.
Equipment obligations
Do you have an ISP-branded router that must be returned? Some ISPs want their equipment back; others let you keep it. Is your ONT a FibreGeeks device (wall-mounted, near the fibre entry point)? This stays with your property and doesn’t move.
If you’re using the ISP’s router and they want it back, factor in getting a new router from your new ISP or buying your own. Most modern routers work with fibre connections, but you’ll need to configure PPPoE or DHCP settings.
Email and contact details
Ensure your contact details are up to date with both ISPs so you don’t miss important communications about installation dates, line release confirmations, or technical queries during the handover.
Once you’ve confirmed these details, you’re ready to plan the actual switch.
Step-by-Step: Switch ISPs on FibreGeeks With Minimal Downtime
1. Check coverage for your address
Use the FibreGeeks Coverage Checker to confirm your address is on the FibreGeeks network and see which ISPs are available:
Enter your street address or complex/estate name. Confirm that FibreGeeks is the FNO listed. View available ISPs and speed options on our network.
FibreGeeks partners with 18+ ISPs across the Western Cape, including:
- Abacus Telecomm
- ClearAccess
- Cyber South
- Getwiza
- Herotel
- iNet Connect
- LunaFibre
- RSAWEB
- SA Domain
- TCS Fibre
- Vanilla
- VTS Communications
- Webafrica
- We Do Wireless
- Yutiliti Fibre
- Hitechfibre
- ICT Globe
- MWeb
- Cell C
Each ISP offers different speeds, pricing, contract terms, and extras (static IP, VoIP, streaming bundles). Choosing the right ISP depends on your specific needs and budget.
2. Shortlist and apply with your new ISP
Choose your new ISP based on:
Speed and price that match your household or office use. A single person working from home needs different capacity than a family of five streaming 4K content simultaneously. Understanding fibre speed tiers helps you avoid paying for speed you don’t need.
Contract type: month-to-month gives you flexibility; 12- or 24-month contracts often come with lower monthly rates but lock you in.
Extras: Do you need a static IP for remote access? VoIP for business calls? Streaming bundles? Some ISPs include these; others charge extra.
Support quality: Check reviews for response times and support channels. Some ISPs offer WhatsApp support; others use ticketing systems or phone queues.
Apply directly with your chosen ISP. In most cases, they will:
Confirm that your line is on FibreGeeks. Ask if you have an existing ONT (you do, if you’re already on fibre). Give you a provisional activation date based on your old ISP’s notice period.
Your new ISP will need your “B-number” (also called a port number or line number). This unique identifier tells the FNO which line is yours. You’ll usually find this number on paperwork from your original installation, near your ONT device, or in your current ISP’s online portal. If you can’t locate it, ask your current ISP.
3. Give notice to your current ISP
Do not cancel your line blindly. Instead:
Tell your current ISP that you’re moving to a new provider and ask:
- What is my notice period? (Typically 30 days)
- Are there penalties or fees if I leave now?
- What’s the process for line release?
- Do I need to return equipment?
Give written notice via email or through your ISP’s online portal. This creates a paper trail. Don’t rely on phone calls alone.
Time your notice strategically: If your billing cycle ends on the 25th and your new ISP can activate on the 1st, you’re paying for a week of overlap. If possible, align the cutover date with the end of your billing cycle to avoid double payment.
Ask them to release the FibreGeeks line on the date your new ISP has given you. Clear communication between ISPs reduces the risk of being double-billed or left without internet for days.
Some ISPs make cancellation deliberately difficult. They might:
- Require physical letters instead of email
- Put you on hold for hours
- “Lose” your cancellation request
- Offer retention deals at the last minute
Be persistent. Document every interaction. If your ISP is dragging their feet and you’re approaching your new ISP’s activation date, escalate to a manager.
4. Confirm the cutover date and time
Your new ISP will coordinate with FibreGeeks to:
Activate your service on the agreed date. Arrange router configuration (either remotely or via a technician if needed).
Ask your new ISP:
When will the switch happen? Most ISPs schedule line ports overnight (between 02:00 and 06:00) to minimise disruption. Some can do same-day switches during business hours.
What’s the expected downtime? Typically minutes to 2 hours for the technical port. If something goes wrong with provisioning, it could take longer whilst the FNO investigates.
Will they pre-configure my router? Some ISPs send pre-configured routers. Others provide PPPoE credentials for you to enter manually.
What if the switch fails? Ask about fallback plans if provisioning doesn’t work the first time.
In most cases, the actual “down time” when the line moves from one ISP to another is brief. You’ll lose connection whilst the port happens, then need to reboot your ONT and router once your new ISP confirms activation.
If you’re working from home or running a business, schedule the switch for a time when internet downtime won’t cripple your operations. Friday night or over a weekend often works best.
5. Test your connection and cancel old debits
On the day of activation:
Reboot your ONT and router once the new ISP confirms your line is active. This ensures devices pick up the new connection.
Run a speed test using tools like Speedtest.net or Fast.com. Check that you’re getting the speed you’re paying for. Test latency (ping) as well as download and upload speeds.
Check device connectivity: Make sure laptops, phones, smart TVs, and other devices can connect and access the internet normally.
Confirm billing: Verify that your old ISP has stopped billing and that debit orders are cancelled after the notice period. Check your bank statements to ensure you’re not being double-charged.
If anything feels wrong (slow speed, packet loss, high latency, intermittent dropouts), contact your new ISP’s support immediately with test results. The physical line is still on FibreGeeks, so if there’s a line-level issue, they can work with us to resolve it.
Don’t assume problems will “fix themselves.” If your fibre is slow, especially during peak times, report it straight away so your ISP can investigate.
Will I Need a New Installation or ONT?
In most FibreGeeks areas, you will not need a new fibre installation when switching ISPs:
The fibre cable and ONT stay where they are. The ISP changes, not the underlying fibre infrastructure.
You might need:
A new router if your old ISP wants theirs back. Many ISPs let you buy out their router or continue using it. If you’re getting a new router, your new ISP may supply one (free or for a fee), or you can buy your own.
A config update on your existing router if you’re keeping it. You’ll need to change the PPPoE username and password (for Openserve-style connections) or switch from PPPoE to DHCP (for Vumatel-style connections). Your new ISP will provide instructions.
This is why switching on an open-access FNO is much faster than moving between technologies. Going from LTE to fibre, or copper ADSL to fibre, requires full installation. Switching ISPs on the same fibre network doesn’t.
What about the ONT?
The ONT (Optical Network Terminal) is the small device on your wall where the fibre cable enters your home. This belongs to FibreGeeks, not your ISP. It stays with your property when you switch providers.
If your ONT develops a fault (no lights, red lights, physical damage), your ISP can log a fault with FibreGeeks to replace it. This is separate from ISP switching and shouldn’t affect your ability to change providers.
When Should You Consider Switching ISP?
Consider switching when:
Your evening speeds are consistently poor despite a strong line signal. If you’re paying for 100 Mbps but getting 20 Mbps during peak times (18:00-22:00), your ISP may be oversubscribed or shaping traffic.
You need better international routing for gaming or remote work. Some ISPs have direct peering with international networks; others route traffic through congested local exchanges. Latency differences of 50ms+ can affect gaming and video calls.
You want a different contract type. Maybe you’re tired of 24-month contracts and want month-to-month flexibility. Or you’ve found a longer contract with better rates.
You’re paying for speed you don’t use. If you’re on 200 Mbps but rarely exceed 50 Mbps, downgrading can save R200-R400 per month.
Customer support is terrible. If your ISP takes days to respond to queries or blames FibreGeeks for every issue without investigating, you deserve better.
You need specific features. Static IP addresses, VoIP integration, business-grade SLAs, or prioritised gaming traffic might not be available from your current ISP.
But don’t switch if the problem isn’t your ISP:
If your issues are clearly Wi-Fi coverage, load-shedding interruptions, or device-related problems, switching ISPs won’t help. Fix these first:
Wi-Fi coverage: Move your router to a central location, away from walls and metal objects. Consider mesh Wi-Fi systems for larger homes or multi-storey properties.
Device issues: Old laptops with slow Wi-Fi cards, poorly configured network settings, or bandwidth-hogging applications can make your connection feel slow when the line is fine.
Test your connection with multiple devices before blaming your ISP. Run tests directly connected via ethernet cable to eliminate Wi-Fi as a variable.
Understanding the Difference Between Downtime Types
There’s often confusion about “downtime” when switching ISPs. Let’s clarify:
Technical downtime (the actual port): This is the brief period when your line moves from one ISP to another on the FNO’s system. It typically takes minutes to 2 hours and usually happens overnight. This is what people mean when they say “switching is seamless.”
Service gap (administrative delays): This is when you’re offline because of poor coordination between ISPs. For example, your old ISP releases the line on the 15th but your new ISP only activates on the 17th. You’re without internet for 2 days through no fault of the technology.
Notice period “overlap”: The 30-day notice period doesn’t create downtime—you continue using your old ISP’s service whilst waiting for the notice period to expire. You might be paying for both ISPs for a day or two during the handover, but you’re not offline.
Equipment delays: If your new ISP needs to deliver a pre-configured router and the courier is late, you’re technically active on the line but can’t connect because you don’t have the right hardware.
The key to avoiding service gaps is clear communication with both ISPs and confirming activation dates in writing.
What If Something Goes Wrong?
Despite best planning, issues can arise:
Old ISP won’t release the line: Contact them in writing, referencing your notice period and cancellation confirmation. If they refuse, escalate to ICASA (Independent Communications Authority of South Africa), the regulator for telecoms disputes.
New ISP can’t provision the line: This is usually an FNO-level issue. Your ISP will log a ticket with FibreGeeks to investigate. Provisioning failures happen when line databases aren’t updated correctly.
You’re being billed by both ISPs: Contact your old ISP immediately with proof of cancellation. Dispute unauthorised debit orders through your bank if necessary.
Speed is slower than promised: Run tests at different times of day. If speeds are consistently below 80% of your package, log a fault with your new ISP.
Router configuration issues: If you can’t connect after activation, double-check your PPPoE credentials or DHCP settings. Your ISP’s support team can talk you through reconfiguration step by step.
Keep records of everything: cancellation confirmations, activation dates, fault reference numbers, and test results. Documentation protects you if disputes arise.
Cost Considerations When Switching
Switching ISPs on FibreGeeks typically involves these costs:
Early termination penalty (if in contract): R0 to R1,500+, depending on remaining months.
Installation clawback (if cancelling within 12 months): R1,000 to R1,500 for the original “free installation.”
Router (if old ISP wants theirs back): R0 if new ISP provides one, or R500 to R2,000 if buying your own.
Activation fee (some FNOs charge this): R0 to R599, depending on the network and area.
Overlap billing (if timing isn’t perfect): 1-3 days of paying both ISPs, typically R20-R100.
Some ISPs offer migration incentives to offset these costs. Webafrica, for example, has offered migration credits. Afrihost’s “Switch to Pure Fibre” campaign reimbursed termination costs up to R5,000. Ask your new ISP if they have current promotions for switchers.
Calculate the total switching cost and compare it to the monthly savings or benefits. If you’re saving R200/month by switching and the total cost is R800, you’ll break even in 4 months.
FibreGeeks’ Role in Your ISP Switch
As the FNO, FibreGeeks maintains the physical fibre infrastructure but doesn’t handle your internet service directly. When you switch ISPs:
We coordinate the line port between your old and new ISP on our backend systems.
We maintain the ONT and fibre line to your premises. If there’s a physical fault (damaged cable, faulty ONT), your ISP logs a ticket with us.
We don’t get involved in billing disputes between you and your ISP. Those are handled directly with the ISP.
We ensure network uptime so all ISPs on our network can deliver reliable service to their customers.
If you’re unsure whether a problem is FNO-level (FibreGeeks) or ISP-level, ask your ISP to investigate. They can determine whether the issue is with their systems or with the underlying FibreGeeks infrastructure.
For questions about FibreGeeks coverage, installation, or network status, contact us at +27 21 205 3000 or visit our contact page.
Why Open-Access Networks Make Switching Easier
The open-access model where one FNO (FibreGeeks) builds the infrastructure and multiple ISPs compete to serve customers benefits you in several ways:
Competition drives better pricing: ISPs must offer competitive rates because you can switch relatively easily.
Specialisation: Some ISPs focus on gaming, others on business customers, others on affordability. You can match your needs to the right provider.
No infrastructure lock-in: If an ISP disappoints, you’re not stuck. You switch without needing new cabling.
Faster innovation: ISPs experiment with new packages, features, and pricing to attract customers from competitors.
Compare this to closed-access networks where the infrastructure owner also sells the internet service. Switching means leaving that network entirely and installing fibre from scratch with a different provider.
Open-access networks like FibreGeeks are why South Africa’s fibre market is more competitive and consumer-friendly than traditional telecoms markets.
Final Checklist: Are You Ready to Switch?
Before you start the switching process, tick these off:
- Checked FibreGeeks coverage for your address
- Compared ISPs and chosen your new provider
- Read your current contract and noted notice period, early termination fees, and clawback clauses
- Confirmed your account is in good standing (no arrears)
- Located your B-number (port/line number)
- Decided whether to keep, return, or replace your router
- Given 30 days’ written notice to your current ISP
- Applied with your new ISP and confirmed activation date
- Scheduled the port for a time when downtime won’t disrupt work
- Set reminders to test connection and cancel old debit orders
Following this checklist ensures a smooth handover with minimal hassle.
FAQ
Can I switch ISP and keep my FibreGeeks line?
Yes. If your home or business is on the FibreGeeks network, you can stay on the same fibre line and ONT whilst changing ISP. The physical infrastructure doesn’t change—only the provider managing your service. You’ll need to honour your current ISP’s contract terms (notice period, early termination fees) but the technical switch is straightforward.
How long will I be offline when I switch ISPs?
The technical line port typically takes minutes to 2 hours, usually scheduled overnight. However, the full process from deciding to switch to being active on your new ISP takes 1-30+ days due to contract notice periods (typically 30 days). If both ISPs coordinate well, you can experience zero service gap—your old ISP keeps you connected until the exact moment your new ISP activates the line.
Do I pay FibreGeeks directly when I switch ISPs?
No. FibreGeeks is the Fibre Network Operator (FNO) that owns and maintains the physical infrastructure. You continue to pay your ISP, who bills you for your internet package and handles day-to-day support. FibreGeeks coordinates the technical line port between ISPs but doesn’t bill end customers directly.
Do I need a new router when switching ISPs?
Not always. If your old ISP lets you keep their router, you can reconfigure it with new PPPoE credentials or DHCP settings from your new ISP. If your old ISP wants their router back, your new ISP may provide a pre-configured router (free or for a fee), or you can buy your own. Most modern routers work with fibre connections and cost R500 to R2,000.
Can I switch ISP if I’m still in contract?
Often yes, but you may have to pay an early termination penalty and honour your notice period. Most ISPs charge penalties for breaking fixed-term contracts (12 or 24 months) before the end date. Additionally, if you’re cancelling within 12 months of installation, many ISPs charge a “clawback fee” to recover installation costs (typically R1,000-R1,500). Check your contract to confirm all costs before giving notice.
What is a B-number and why do I need it?
A B-number (also called a port number or line number) is the unique identifier for your fibre line on the FNO’s system. Your new ISP needs this number to tell FibreGeeks which line to port to their service. You’ll usually find it on paperwork from your original installation, near your ONT device, or in your current ISP’s online portal. If you can’t locate it, contact your current ISP and ask for your B-number before applying with a new provider.
What happens if my old ISP won’t release my line?
If your old ISP refuses to release your line after you’ve honoured your notice period and cleared any outstanding balances, escalate the matter to ICASA (Independent Communications Authority of South Africa), the telecoms regulator. Document all communication with your old ISP (emails, cancellation confirmations, dates) as evidence. Most ISPs comply once they realise regulatory bodies are involved.
Will switching ISPs solve my slow internet problems?
It depends on the root cause. If your ISP is oversubscribed, shapes traffic heavily, or has poor peering with international networks, switching can improve performance. However, if your issues are Wi-Fi coverage, load-shedding interruptions, device problems, or congestion on the FibreGeeks network itself, changing ISPs won’t help. Test with multiple devices, check your Wi-Fi setup, and run speed tests at different times before switching.
TL;DR (80 words)
Switching ISPs on FibreGeeks doesn’t require new fibre installation. Your ONT and line stay in place whilst your service moves from one provider to another. The technical port takes minutes to 2 hours, but you must plan for contract notice periods (typically 30 days). Check contract terms, clear arrears, locate your B-number, give written notice, and coordinate cutover dates. With proper planning, downtime is minimal. FibreGeeks partners with 18+ ISPs, so you can choose the provider that best matches your needs and budget.
