Can't help set up my...

Hello Dawid
We understand why this would be frustrating, especially when you were able to have fibre set up at your previous address without being asked for Proof of Address (POA), and you’re now experiencing an additional requirement at your new home. The difference is usually related to how the new address is plotted and validated on the Fibre Network Operator’s (FNO) system, rather than a change in what we require from you.In most cases, a POA may be needed when:

• The new premises cannot be clearly identified on the FNO map: The physical address may exist but not yet be correctly plotted or linked to a specific fibre premises on the network system.
• There are multiple units or addresses at the same location: POA helps confirm exactly which dwelling should be associated with the fibre order and prevents the service from being assigned to the wrong premises.
• The address differs between systems: Street names, unit numbers, erf numbers or property descriptions can sometimes appear differently between municipal, FNO and ISP systems. An official document helps validate the correct premises.
• The FNO needs to create or update the premises record: In some cases, the POA provides the supporting information required for the FNO to create the premises on its fibre system before an order can proceed.
• Fibre infrastructure needs to be validated: The FNO may need to confirm that the requested service corresponds to the correct physical property and available infrastructure before an installation can be arranged.

Your previous address may have been easier to plot because the premises were already clearly mapped and linked to the required fibre infrastructure. In that situation, additional documentation may not have been necessary. Your new address may require more validation before the order can be processed.

We appreciate that this can feel like an unnecessary extra step, but the purpose is to make sure the fibre order is linked to the correct physical premises and that the FNO can process the installation/activation against the right infrastructure.Once the required POA has been provided and the premises are correctly validated, the order can proceed through the relevant fibre activation process. We appreciate your patience while we work through these address-specific requirements and get you connected ASAP.

Downloading the app is easy—just search “Webafrica” in your app store and install 📲

Warm regards, 
Webafrica Crew

Hello Dawid
We understand why this would be frustrating, especially when you were able to have fibre set up at your previous address without being asked for Proof of Address (POA), and you’re now experiencing an additional requirement at your new home. The difference is usually related to how the new address is plotted and validated on the Fibre Network Operator’s (FNO) system, rather than a change in what we require from you.In most cases, a POA may be needed when:

• The new premises cannot be clearly identified on the FNO map: The physical address may exist but not yet be correctly plotted or linked to a specific fibre premises on the network system.
• There are multiple units or addresses at the same location: POA helps confirm exactly which dwelling should be associated with the fibre order and prevents the service from being assigned to the wrong premises.
• The address differs between systems: Street names, unit numbers, erf numbers or property descriptions can sometimes appear differently between municipal, FNO and ISP systems. An official document helps validate the correct premises.
• The FNO needs to create or update the premises record: In some cases, the POA provides the supporting information required for the FNO to create the premises on its fibre system before an order can proceed.
• Fibre infrastructure needs to be validated: The FNO may need to confirm that the requested service corresponds to the correct physical property and available infrastructure before an installation can be arranged.

Your previous address may have been easier to plot because the premises were already clearly mapped and linked to the required fibre infrastructure. In that situation, additional documentation may not have been necessary. Your new address may require more validation before the order can be processed.

We appreciate that this can feel like an unnecessary extra step, but the purpose is to make sure the fibre order is linked to the correct physical premises and that the FNO can process the installation/activation against the right infrastructure.Once the required POA has been provided and the premises are correctly validated, the order can proceed through the relevant fibre activation process. We appreciate your patience while we work through these address-specific requirements and get you connected ASAP.

Downloading the app is easy—just search “Webafrica” in your app store and install 📲

Warm regards, 
Webafrica Crew