Frequently asked questions

You have the option to purchase your equipment from the Jenny Dealer and that will become your property. If you choose to rent the equipment from us, the Jenny owned equipment will remain the property of Jenny Internet. Speak to your Jenny Dealer to understand the best solution for you.

Installations typically take between 1 and 7 working days.

Yes, your local Jenny Dealer can move the equipment to another location if required.

A typical Wi-Fi signal has a range of around 30 metres. The signal can be impacted by several factors such as the modem/router’s ability, walls and/or other obstacles.

You can request an upgrade or downgrade at any point. 
If the service is upgraded mid-month, the upgrade can be done the same day.  You will be billed pro-rata for the extra value from the day the service was upgraded to month-end. You will receive the pro-rata bill with your next months invoice.
All downgrades will only be processed at month-end so will not affect your billing in any way.

Installations typically take between 1 and 7 working days.

You can simply log any support problems directly on our website or phone our call-centre support agents 7 days a week, all of which are backed up by local technicians.

Yes, we can plug the CPE into your current network.

We have local dealers in each area which will install your CPE (client premises equipment).  All installations are checked by our Quality Assurance department before final sign-off testing by you

Yes, we provide static IP addresses at R50 per month, per IP address.  Please inquire with our sales team about a subnet.

We have a unique bandwidth monitoring system that you have access to.

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Watch our fair usage policy video for more information:
 

 

You can request an upgrade or downgrade at any point. 
If the service is upgraded mid-month, the upgrade can be done the same day.  You will be billed pro-rata for the extra value from the day the service was upgraded to month-end. You will receive the pro-rata bill with your next months invoice.
All downgrades will only be processed at month-end so will not affect your billing in any way.

Yes, if it is a geographical number (a standard Telkom number) it can be ported.

No, all you need is a Jenny Internet Connection.

No, all inter-branch calls are free.

Jenny Internet complies with the POPI act.

 All data is continuously stored in two different data centres.

Yes, all of your data is extremely secure and password protected.

Client side equipment will be installed between 1 and 7 working days as well as the time it takes Teraco to install the cross-connect.

National call centre, 7 days a week with three levels: Support, Advanced Support and Technical.

Yes we can assist with the setup. Cross-connect pricing is in accordance with Teraco pricing policies and will be costed and charged accordingly by Teraco directly to you.

Point to Point is a monitored, unmetered, unshaped service which is excluded from Internet traffic providing a link between two or more branches.

Yes, you will receive a single monthly billing for each branch.

We provide quick upgrading and downgrading of all line speeds at any given time.

No, this is an uncapped data service.

You can pre-configure all vouchers with regards to uptime, capacity and/or speed limits.

You will need an additional Jenny router for the hotspot configuration.

Yes, you have the option to give free vouchers to customers.  This can be set-up using our online hotspot admin software. Free Vouchers will then appear on your hotspot landing page.

It is a hotspot setup in a very densely populated area. This could be a block of flats or a residential complex for example. A client will then connect to the hotspot by scanning for wireless networks, then selecting “Jenny Hotspot”. The client is then redirected to the hotspot login page. The client can then insert the voucher code on this page and will be instantly connected to high-speed Internet.

Contact the Jenny Internet Account Managers for assistance in setting up a Jenny Mega Hotspot.

  • After installation, you will need to market your hotspot to everyone in the coverage area. 
  • You can then set up one or two hotspot voucher resellers. When this is done, your hotspot will make money with minimum input.

Jenny Mega hotspot administrative software offers the hotspot owner the option to create various vouchers with several data and time options to choose from. Hotspot owners can create various custom vouchers to suit their customer’s needs.

On the 17th of each month, you will receive a report with your sales. You can then invoice Jenny Internet for the profit your hotspot has made.

The Jenny Mega Hotspot is only connected to Jenny Wireless or Fibre. This rule is in place so that we can ensure that we supply all of our hotspots with an extremely fast and reliable Internet connection.

Users can purchase vouchers directly on the Hotspot user screen. The user simply has to click on the ‘buy’ button and select either online credit card or instant EFT payment options using the Jenny Payment gateway.

This is a secure online payment gateway, which takes users through the process of purchasing the voucher securely over the Internet, using either an instant EFT or credit card

After the client has completed the process, the system will send them a voucher code. The voucher is valid for 2 months.

Users can purchase vouchers directly from Jenny Hotspot voucher reseller. Jenny Mega Hotspot Administrative Software also offers the hotspot owner the option to create various vouchers, which can then be printed and supplied to resellers.

  • Yes! A Monthly Voucher is a Mega Hotspot Voucher that is sent via SMS to the voucher user’s cellphone every month. Once the data on the voucher is depleted, the user can purchase another voucher via EFT or credit card.
  • To add a Monthly Voucher, all you need is a Jenny Account and the cellphone number of the recipient. Monthly Vouchers are primarily used by real estate owners that would like to include free Internet for their tenants. Other users are parents of students.

  • A hotspot reseller is any person or company in the vicinity of the hotspot that would like to sell hotspot vouchers and earn extra income.
  • Once the reseller has signed up to be a reseller, we will supply the reseller logins to the Jenny DFE system. Here the reseller can purchase credits to purchase hotspot vouchers.

  • The same credit card payment system users use when purchasing vouchers online is used to buy Hotspot Credits.
  • From here the reseller can purchase vouchers using the credits they have just bought.
  • The reseller can purchase vouchers in bulk or purchase vouchers one at a time.
    • Resellers purchase the vouchers at a discounted rate. You will earn income on vouchers sold by resellers too.
    • R 1 = 1 Jenny Hotspot Credit

No, you do not need to connect to the Internet to buy vouchers. You can simply use the Jenny Hotspot to buy vouchers.

Jenny vouchers can be purchased using a debit card or EFT payment directly from the hotspot.

Yes, you can get a 30-day voucher.

Using your wireless enabled device, scan WiFi and select the Jenny Hotspot Wireless Service. Open your web browser which will redirect to the “Jenny Hotspot” window where you can insert the voucher code.

Follow these three easy steps:

Download the Jenny Lead Logger App from the Google Play store.  Search “Jenny Internet” to find the app. or follow the link below

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 After the referred customers Internet installation is done and our Quality Assurance team has passed testing, you will receive an SMS from FNB eWallet with a PIN code. You can withdraw your earned commission from any FNB ATM using the PIN code provided in the SMS sent to you.

Jenny FaxOut services will work on a network-style connection, but additional hardware will be required if you want to use cellular-typed Internet such as 3G.

 It is incredibly easy to set up. Simply purchase the device and plug it in!

No landline is required.

Wireless Internet means that you receive your Internet connectivity through a wireless CPE (Customer Premises Equipment) on your roof. This CPE points to our nearest tower in order to connect to the Internet and various other services.

A clear line of sight is one of the most important requirements for a wireless Internet connection. This is the link between your CPE and the Network Tower.

Installation time is determined by the installer and will be in a set agreement between the installer and the client.

Customer Premises Equipment consist of a radio dish which is installed on the roof of the customer. A cable then feeds the Internet into the house. This cable then connects either to a router or a Wi-Fi device which in turn connects the device within the house to the Internet.

The customer has the option to purchase the CPE equipment. The equipment is then the property of the client and any damage to this equipment will be liable to the customer.

  • Installation costs are based on the area as well as the network provider or the dealer who has been assigned to your specific installation.
  • When you search for your area, you will be able to see a recommended price for that service area.

Installation costs vary from area to area and the type of equipment needed to do the installation. Jenny Internet has recommended standard installation costs but if stronger equipment is needed, due to distance or other obstacles, the correct installation price will be quoted first and signed off before any installation commences.

Instead of paying a large upfront payment for the equipment, Jenny offers affordable rental options to suit varying customer budgets. Jenny equipment rental is also subject to pre-Jenny approval protocols. If equipment replacement is required, it will be done at no extra cost to you

The equipment rental service value is calculated by subtracting labour from the total cost of the installation.

  • Signing up for equipment rental grants you peace of mind knowing that your rental equipment will be replaced if:
    • Equipment is affected by weather damage
    • Equipment fails due to electronic failure
    • Equipment becomes old or outdated

The website currently lists all of the covered areas which are active within the Jenny Wireless Network. You can simply search for your area in the search bar and see the available pricing for your area.

Speed Tests measure the speed between your device and a test server, using your device's Internet connection. This means that you might get one Speed Test result on one device and a different result on another, even when utilizing the same provider. Keep in mind that some devices may not be able to measure the full speed of your Internet service!

  • Ensure that no one else is on the network at the same time. 
  • Switch off all computers on the network, and then perform a Speed Test from one computer.
  • Your computer should be connected to the internal network via cable.
  • Use the http://jennyInternet.speedtest.net server to perform the Speed Test. This server is sitting at the Jenny Core where we break out to the Internet. This will give a true indication of the speed through the Jenny towers and fibre connections to where the actual Internet begins.
  • Jenny Internet cannot guarantee the bandwidth beyond the limits of the Jenny Internet infrastructure as these links are not managed by Jenny Internet.

Merriam-Webster Dictionary defines it as follows:

Static: showing little or no change, action, or progress

Public: exposed to general view / of, relating to, or affecting all or most of the people of a country, state, etc.

IP: Internet Protocol address - This tells us that it is an IP Address that does not change and is available to the General Internet.

  • A static IP is used when customers have servers on their premises that need to be assessed from outside or they have a VPN that needs to connect 1 office to another. The static IP makes both their lives and ours a lot easier when it comes to managing their inbound traffic.
  • This will also allow customers to have full range of TCP/IP ports that are available for their inbound traffic.
  • We can also whitelist outbound email traffic to bypass our mail filter.
  • With this product, all customer Internet activity will reflect their Public IP address, making them fully responsible for the reputation of this IP address. Should this IP address become blacklisted for whatever reason, it is solely due to the traffic coming from this customers network that has resulted in their assigned Public IP being blacklist.
  • Jenny Internet will assist to de-list this IP, however. the customer will need to resolve the issue on the network that has caused the IP to be blacklisted before we can get the Public IP de-listed.

Unless you have subscribed to a Fixed Term contract, you may end the Service in 30 (thirty) days once written notice has been given to us. The notice will take effect on the first day of the month immediately following the end of the 30 (thirty) day notice period.

There is no cancellation fee for cancelling Jenny services but there may be a fee if you require a dealer to remove the equipment from your premises.

Fibre via Wireless is our premium product. We provide dedicated synchronous speeds like fibre using wireless equipment.

We offer customer SLA's that suit your companies needs. 

A public routable IP address is included.

You can log any support tickets directly on our website or call our call-centre support agents 7 days a week on 087 170 0000

Setup is free. Jenny Internet is selling you a premium service and should anything break or need replacing we have that covered. The equipment for this service remains the property of Jenny Internet.

All Fibre via Wireless services are monitored. We will automatically log a support ticket on your behalf should there be a problem.

The Fibre Direct service includes a fail-over to Jenny Fibre Via Wireless where feasible.

While you wait for the fibre to be installed, we will provide you with a wireless Internet connection where feasible.

This is a dedicated service.

You can log any support problems directly on our website or by calling our call centre support agents 7 days a week. 

The PBX services are loaded on a server on the Internet. The software that runs the PBX services is constantly upgraded. This means that all new features and functions become available with these upgrades at no cost to the client

  • Each branch can connect to one Cloud PBX.
  • Each branch can have their own extension number range.
  • Calls can be transferred from branch to branch.
  • 1 Receptionist for all branches.
  • You may have an extension at the boss's house (So that you can get hold of them even when they are at home and their cellphone is off).

  • In order to utilize the Cloud PBX service, a clean and stable Internet connection is required. 
  • This Cloud PBX can be used at any site with a clean and stable Internet connection. This breaks down the barrier of connecting multiple branches together via a telephone system.

  • A clean and stable Internet connection.
  • A Cloud PBX subscription with Jenny Internet for the number of extensions that you require.
  • A VoIP subscription with Jenny Internet, depending on the number of lines required, which will determine the number of VoIP subscriptions.
  • Each extension handset must be a SIP / VoIP capable device with the G729 codec embedded.
  • Internal network infrastructure. 
  • The handsets connect to the Internet via your internal network cable infrastructure the same way your computers do.

Invoices are generated from the date that services are activated and the internet that is used during the month. Pro rata charges are billed the following month with the monthly invoice. To understand more about our billing system, watch our new customer video here.

 We offer two payment options via EFT or credit/debit card. If your account has been suspended due to non-payment you can watch our video to learn how to reactivate your account.

Deactivation is temporarily putting the account on hold but services with Jenny remain. This is only available with our month-to-month Wireless Home services. Cancellation is the termination of the services with Jenny Internet.

Credit is given for mid-month downgrades of packages but we encourage you to downgrade or upgrade at the end of the month.

Your local dealer can assist you with all installation and internal issues. Services provided by your local Jenny Dealer are charged by the dealer themselves.

We have various ways you can contact our support team:
via phone - 087 170 0000 or  via email - support@jennyinternet.co.za

You can also visit our website

You can request a call back by either filling in a web support request on our website or by calling our support line 087 170 0000 and selecting our call back option.

Your customer code can be found on your monthly invoices as well as your welcome email or SMS when you signed up.