At a glance
- Your package and service agreement set the speed, charges and contract terms.
- Use the connection lawfully and keep your equipment secure.
- Report activation, service or payment issues by email.
Your fibre service
Vantage Point provides direct fibre connectivity. Your accepted quotation or service agreement identifies the package, connection speed, installation arrangements, activation requirements and any agreed service levels.
Your quotation and service agreement
Your accepted quotation or service agreement sets the applicable charges, payment schedule, contract duration, renewal arrangements and cancellation notice. Refer to that agreement for the terms of your particular connection.
Where a service-specific term differs from these general policies, the agreed service-specific term takes priority, subject to applicable law. If a term is unclear, request clarification before accepting the service.
Installation and activation
Installation and activation follow the arrangements in your accepted quotation or service agreement. If your connection cannot be activated, contact Vantage Point with your service address, account or order reference and a description of the problem.
Payment and activation issues are addressed in our Refunds & Payments Policy.
Service availability
Service availability depends on the fibre network, power, upstream providers and the equipment needed for the connection. Outages, maintenance or customer equipment issues may affect the service.
Any speed, uptime or response-time commitments are those expressly set out in your service agreement.
Your responsibilities
- Use the service lawfully and respectfully.
- Do not resell the service unless your agreement permits it.
- Do not hack, bypass authentication or interfere with the network or other users.
- Keep your devices and equipment secure against malware, viruses and similar threats.
- Provide accurate information when reporting a problem.
The full network rules appear in our Acceptable Use Policy.
Support and troubleshooting
Send service-related enquiries to payments@vpsolutions.io. Include your name, service address, account or order reference, the equipment involved and a clear description of the issue.
A screenshot or speed-test result may help describe a problem, but should be supplied with the connection details so the issue can be investigated. Any contractual support arrangements remain those in your service agreement.
Misuse and suspension
Vantage Point may take action where unlawful activity, fraud, network abuse or a breach of the Acceptable Use Policy threatens the service or other users, or where action is required by law.
Depending on the issue, action may include a warning, suspension, termination or reporting unlawful activity to the relevant authorities, subject to applicable law and your agreement. See enforcement for more detail.
Privacy and data protection
We collect and use the customer, service and payment information needed to deliver and support the connection. Our Privacy Policy explains what information is handled, why it is needed and how to raise a privacy concern.
Liability and your rights
Keep your equipment secure and take appropriate measures to protect your data. Liability for interruptions, losses or other service issues is governed by your service agreement and applicable law.
Nothing in these policies excludes rights or remedies that cannot lawfully be excluded, including applicable rights under the Consumer Protection Act and POPIA.
Changes and legal notices
Vantage Point may update these policies from time to time. The current version and its update date will be published here. Service changes, pricing changes and their notice requirements remain subject to your accepted agreement and applicable law.
Send policy questions and legal notices in writing to payments@vpsolutions.io.