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 Technical Support
FastNet prides itself on the level and speed of technical support for the Radio Pad and DualConnect GPRS modem. Our Fault Reporting and Handling Procedures listed here provide customers with a clear template of the technical support which can be expected from our company.
Fault Reporting during normal office hours:
- Faults are cleared within 8 working hours. All faults must be reported to one of the following numbers:
012 643 3970 or 0860 036655.
- Office hours are from Monday to Friday between 07:30 and 17:30, Saturdays from 08:00 to 14:00 and on Sundays from 09:00 to 13:00. When you reach the switchboard, select “Option 1” for Fault Reporting. The Help Desk representative will test the Radio Pad and attempt to resolve the problem immediately. If the fault cannot be resolved, it will be logged. The caller must record the time of the call, the fault reference number they are given and the Help Desk representative’s name.
Fault Reporting outside normal business operating hours:
- Calls placed to 0860 03 66 55 after hours are diverted to the Special Services Help Desk, which will contact the SwiftNet technician on standby. This representative will contact the customer to determine the nature of the fault.
- Alternatively, if there is no urgency for the fault resolution, a message can be left on 012 643 3970, which will receive attention on the next business day.
Fault Escalation
If for any reason you are unhappy with the level of response your fault is receiving, please contact one of the
people detailed below:
HELPDESK CONTACT NUMBERS
FastNet Commodity Services
Office Hours:
Monday to Friday - 07:30 to 17:30
Saturdays - 08:00 to 14:00
Sundays - 09:00 to 13:00
0861 FAST TEC (0861 3278 832)
After Hours:
Standby
082 774 7660
Regional Network Manager for Kwa-Zulu Natal:
Regional Network Manager for Western Cape:
Regional Network Manager for Eastern Cape:
Regional Network Manager for Gauteng:
Senior Operational Manager (Customer Service):
Head of Operations:
Executive for Operations:
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Shakeel Singh
Adrian Cronje
Joshua Ndlovu
Mandla Msiza
Eugene Scholtz
Dean Bailey
Abdool Saib
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FastNet Value Added Services (VAS)
Office Hours:
Monday to Friday - 08:00 to 16:30
012 686 3000
After Hours:
Standby
079 497 1005
| Item |
Cost Excluding VAT |
Standard installation
Expected installation time is one hour.
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No charge |
Multicon installation.
A Multicon installation is 4-port or 8-port Multicon unit, and interface cables up to a maximum of 30 metres. Expected installation time is one hour per 4 ports.
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No charge |
| SMS installation
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No charge |
| Additional Charges: |
| Call-out fee |
| Office Hours |
R 160.00 |
| After Hours |
R 301.00 |
| Urgent |
R 267.00 |
| Radio Pad Collection and Administration fee |
R 85.00 |
| Relocate or reinstall Radio-Pad |
R 130.00 |
| Install corner reflector antenna (recover Whip antenna) |
R 100.00 |
| Parts |
| Radio Pad |
R 2,250.00 |
| UPS power plug (red top) |
R 15.00 |
| Power supply unit |
R 155.00 |
| Whip antenna |
R 115.00 |
| Corner reflector |
R 200.00 |
| Antenna cable (per meter RG58 coax) |
R 3.50 |
| Antenna connectors (male TNC – RG58) |
R 20.00 |
| Antenna connectors (female TNC – RG58) |
R 25.00 |
| 2 & 5 meter cables |
R 30.00 |
| 12 meter cable |
R 65.00 |
| 20 meter cable |
R 95.00 |
| 30 meter cable |
R 120.00 |
| Adapter cable |
R 30.00 |
| Labour |
| 12 meter interface cable |
R 65.00 |
| 20 meter interface cable |
R 95.00 |
| 30 meter interface cable |
R 120.00 |
| All calls spending a maximum of 1 hour, excluding the time spent for additional parts or labour already charged for. (per man hour) |
R 140.00 |
| Outside antennae (estimated costs) |
| Whip External Antenna |
R 550.00 |
| 5-Yagi antenna installation |
R 980.00 |
| 7-LW-Yagi antenna installation |
R 1,300.00 |
| 7-HD-Yagi antenna installation |
R 1,600.00 |
Type of Radio Pad and Serial Number Location
The off-white pad
- The serial number should be located next to the red power light, or on the back of the radio pad. It will appear on a sticker labelled “Serial No:” followed by a series of numerals.
The grey pad
- The serial number should appear on a white sticker located on the top of the radio pad. Alternatively, it will appear on a bar-coded sticker with an alpha-prefix of “ESN”. This will be followed by 6 zeros and some other numerals. This bar code is the serial number.
The blue pad
- The serial number should appear on a white sticker located on the face of the radio pad.
Hints
- Check if cables are plugged into the correct ports. If not, disconnect cable and reconnect. Then retry the Test Comms.
- Always check if the power light of the radio pad is on.
- Reset the radio pad
How to reset the radio pad
- Unplug the power plug (thin black and white wire with a white plug attached to it). This plug is situated on top of the radio pad next to the antenna.
- Depress the black “Test” button.
- While depressing the “Test” button, re-insert the power plug (without releasing the test button). The service light should flash twice.
- Release the “Test” button after the second flash of the service light.
- Only test the terminal once the service light has stopped flashing.
Unit-specific reset instructions
The off-white pad
- Depress the black “Test” button, situated at the bottom of the radio pad next to the service light.
The grey pad
- Depress the black “Test” button, situated underneath the radio pad opposite the service light. Depress the black rubber button and not the black dot.
The blue pad
- Depress the black “Test” button, situated on the face of the radio pad next to the serial number.
Typical Error Messages
- Error: CLR DTE 065. This is a communication error. Contact the Swiftnet help desk.
- Error: CLR NAC 152. This is a communication error. Contact the Swiftnet help desk.
- Error: CLR NAC 169. This is a communication error that indicates a problem with the signal.
- Error: CLR PAD 234. This is a communication error that indicates a problem with the signal.
- Error: CLR PAD 252. This is a communication error that indicates a problem with the signal.
- Error: CLR PAD 212. This indicates that the unit has been black listed. Refer to the original error message and contact the Swiftnet help desk.
- Error: CLR PAD 214. This indicates that outgoing calls have been barred. Contact the Swiftnet help desk.
- Error: CLR PAD 215. This indicates that incoming calls have been barred. Contact the Swiftnet help desk.
Radio Pad Terminal Interace
- Technical specifications are available for development purposes. Click here to contact our R&D Department for more information.
SMS Server Help
 Click here to access the detailed Help file for FastNet’s SMS Server application.
SMS Terminal Help
 Click here to access the detailed Help file for FastNet’s SMS Terminal application.
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