Wireless FAQ’s

Please contact our sales team to confirm availability in your area on sales@imagine.co.za Please remember to include your physical address or complex name when submitting an availability query.

If you reside in a complex please be aware that you will need permission from your body corporate or home owners association to mount a wireless antenna. Please be aware that line of sight to our nearest high site is necessary in order to provide wireless connectivity and will be confirmed once a site inspection has been completed.

There are many ways to sign up, Call our sales team on 011 214 7600, email them on sales@imagine.co.za or head over to our website at www.imagine.co.za and fill out the contact form and one of our sales consultants will make contact with you.

Once contact has been made with our sales department and wireless coverage has been deemed feasible then the sales consultant will send you a subscription form which will need to be completed and sent back. Once the subscription form has been received by an Imagine sales consultant they will then call to arrange the inspection/installation at a time and date that is convenient for you. If you are satisfied with the inspection we are able to do the installation at the same time.

Once the subscription form has been submitted to and Imagine sales consultant they will then place the order with the respective fibre provider. The fibre provider will then make contact with you to arrange the installation. Once the fibre provider has completed their installation then Imagine will either deliver or courier your router to you. Our routers are plug and play, they will come pre-configured when sent via courier.

Please note that installation times are prescribed by the last mile fibre provider and in some cases can take in excess of 21 working days to complete.

You may pay for the service via debit order or EFT.

All account queries can be sent to accounts@imagine.co.za or you can call our accounts department on 011 214 7600

All technical queries can be sent to our technical department on helpdesk@imagine.co.za or you can call our technical department on 011 214 7600. Please allow sufficient time for the technical team to investigate your fault and remember to provide as much info as possible when logging the fault.

If the router is reset it will have no impact on the connection from the antenna to the high site, however you will have no WiFi internally. If you are unable to reconfigure your router than an Imagine technician can assist with the configuration on site but please do note that there will be a cost attached.

Yes you will be given access to the router. Please note that if the router is reset and or settings are changed affecting connectivity and you are unable to re-configure the device on your own then you can request assistance from one of our technicians. Please note that there will be a cost attached if an Imagine technician is requested to go to site.

Most routers are compatible with our wireless service. Please confirm with the sales consultant beforehand and they will advise.

Cancellation must be sent in written form via email to accounts@imagine.co.za Accounts will then confirm any outstanding amounts which will need to be settled.

You will need to change your outgoing email server to smtp.imagine.co.za in order to send email on Imagine’s network.

Weekdays 8am to 6pm
Weekends via email only on Saturday and Sunday, Please send an email to sales@imagine.co.za and one of the sales consultants will assist.

Weekdays 8am to 6pm
Weekends via email only on Saturday. Please send an email to helpdesk@imagine.co.za and one of the technicians will assist. Please allow sufficient for them to investigate