Fibre Product Terms

Effective 25 May 2026.

These Fibre Product Terms ("Fibre Terms") apply specifically to Blu Dot SA Fibre Services and form part of the Blu Dot SA General Terms & Conditions, Acceptable Use Policy, Refund Policy and Privacy Policy. By ordering, activating or using any Blu Dot SA Fibre Service, the Customer agrees to these Fibre Terms.

1. Service description

  • Blu Dot SA Fibre Services provide fixed-line broadband connectivity delivered over third-party Fibre Network Operators ("FNOs").
  • Fibre availability, installation timelines, speeds and performance depend on the relevant FNO.
  • Fibre is a best-effort service and may not always deliver the maximum advertised speed.
  • Blu Dot SA does not control FNO infrastructure and cannot guarantee uptime, installation dates or repair times.

2. Ordering & WhatsApp onboarding

  • Fibre orders are completed through the Blu Dot SA WhatsApp Automated Platform.
  • By using the platform, the Customer consents to digital onboarding, digital contract acceptance, document submission, automated communication and status updates.
  • The Customer must provide accurate address details for coverage verification.
  • Orders are subject to FNO availability and feasibility checks.

3. Installation & activation

3.1 Installation by FNO

  • All Fibre installations are performed by the underlying FNO, not Blu Dot SA.
  • Installation dates are determined solely by the FNO.
  • The Customer must provide access to the premises on the scheduled date.
  • Missed appointments may incur additional FNO call-out fees.

3.2 Installation requirements

The Customer must ensure:

  • Access to the premises
  • Permission from the property owner (if renting)
  • A suitable internal environment for ONT placement
  • Power availability for ONT and router

3.3 Activation

  • Activation occurs once the FNO confirms the line is live.
  • Blu Dot SA will notify the Customer via WhatsApp once activation is complete.
  • Billing begins on the Activation Date.

4. Equipment (ONT & router)

  • The ONT (Optical Network Terminal) is owned and managed by the FNO.
  • The Customer may not move, tamper with or remove the ONT, or connect unauthorised equipment to the fibre termination point.
  • Damage to the ONT caused by the Customer may result in replacement charges.
  • Routers are provided on a free-to-use basis and remain the property of Blu Dot SA. Routers are covered by manufacturer warranty only.

5. Billing & fees

5.1 Upfront fees

The following may be charged upfront:

  • Activation fee
  • Installation fee (if applicable)
  • Router fee (if purchased)
  • First month's subscription

5.2 Monthly billing

  • Fibre Services are billed monthly in advance.
  • Billing begins on the Activation Date, regardless of usage.
  • Non-payment may result in suspension.

5.3 Non-refundable fees

Once the Customer is installed and activated, the following fees become strictly non-refundable:

  • Installation fees
  • Activation fees
  • First month's subscription
  • Courier fees

This aligns with the Blu Dot SA Refund Policy.

6. Service performance & limitations

Fibre speeds depend on FNO infrastructure, network congestion, router quality and the internal Wi-Fi environment. Blu Dot SA is not responsible for internal Wi-Fi coverage, Customer-owned equipment, power outages, FNO outages or environmental interference. Mesh Wi-Fi may be recommended for improved internal coverage.

7. Faults, support & repairs

  • Faults must be reported to Blu Dot SA via support@bludotsa.co.za, WhatsApp support (079 174 1362) or +27 87 164 2154.
  • Blu Dot SA will log faults with our relevant partners and the FNO, and provide updates.
  • Repair times depend entirely on the FNO.
  • If the fault is caused by Customer equipment or internal wiring, call-out fees may apply.

8. Moving premises

  • Fibre Services cannot be moved between addresses.
  • The Customer must cancel the existing service and order a new service at the new address.
  • Cancellation rules and notice periods apply.

9. Cancellation of Fibre Services

  • Fibre Services require 30 days' written cancellation notice.
  • Cancellations must be emailed to accounts@bludotsa.co.za.
  • Cancellations submitted via WhatsApp, phone or social media are not accepted.
  • The Customer remains liable for all fees during the 30-day notice period.
  • FNO cancellation fees (if applicable) are payable by the Customer.
  • Non-payment does not constitute cancellation.

10. Suspension & termination

Blu Dot SA may suspend or terminate Fibre Services for:

  • Non-payment
  • Abuse or illegal activity
  • Network security threats
  • Tampering with ONT or FNO infrastructure
  • Violation of the AUP or these Fibre Terms

11. Liability limitations

  • Blu Dot SA is not liable for FNO delays or installation failures, FNO outages or downtime, internal Wi-Fi issues, Customer equipment failures, or loss of income or business.
  • Blu Dot SA's liability is limited to the monthly subscription fee for the affected service.

12. Contact details