Frequently Asked Questions


Why does my speed test not show my package speed?

When you run a speed test there are many factors that come into play in determining what speed is shown to you on the device running the test.

The short answer is that, while the test is running the speed peeks over the amount your package is allowed and is then pushed under the maximum, which then causes the speed test to give you an average of both the higher than normal speeds and the lower than normal speeds.

Another thing to consider is that if you have a X speed line and are busy using XMbps from that speed, when you do a speed test you will only be shown the remaining speed available to the account. Which means that if something is using the internet in the household without your knowledge like a windows/apple update or your children playing YouTube or games online then you will not see the full package speed on the test.

The other issue is that the speed test server that you are using could be experiencing a high volume of requests which could effect the speed you are seeing, we suggest that you use our speed test when checking your speed.


What is the minimum speed I would need to play Netflix for one person?

According to Netflix, the Internet speed you'll need for downloads is as follows: For any streaming at all, you'll need a minimum of 0.5 megabits per second (Mbps), but Netflix recommends 1.5 Mbps. For DVD quality, you will need 3.0 Mbps. For HD quality, you will need 5.0 Mbps


What is the minimum speed I would need to play Showmax for one person?

A minimum speed of 4Mbps is recommended to ensure a quality experience. Sonic however recommends a 6Mbps Uncapped connection or faster for the best experience.


What is the minimum speed I would need to play YouTube for one person?

Google state that YouTube videos can be streamed in standard definition for just 500Kbps, with live events requiring at least 1 Mbps. To watch YouTube in HD, 720p videos require a minimum of 2.5Mbps, while those in 1080p need at least 4Mbps. A number of videos can also be viewed in 4K Ultra HD, but require 15Mbps+ to play smoothly.


How many people can I have using my internet at once?

You can have as many people as you like on the WiFi at any one moment, however depending on what they are using the internet for you may run out of bandwidth which means that you will experience very slow to no internet.

Since one person by themselves could over utilise all the bandwidth this means that you can only have as many people on the internet as your internet speed (bandwidth) would allow.


I want to stream on Twitch, how much upload would I need?

As a Twitch streamer, the minimum speed required to start your own live broadcast is an upload speed of between 3-6 Mbps as recommended by Twitch.


What is the minimum speed I would need to stream Twitch for one person?

As a Twitch viewer, the minimum speed required to watch a stream will be at least 4Mbps for a 720p/1080p stream.


Can I pay for my account on a month to month basis?

Yes you can pay for your account on a month to month basis as long as you do not have a subsidised contract with Sonic.


Why is my account suspended?

There can be various reasons why your account may be suspended however the most lightly is either payment has not been made or payment has not reflected in our account yet.


What is my usage for the month?

You can check on your usage by logging into Clientzone and pressing the usage button in the top right hand corner of the page. Or by just clicking this link you will arrive there after logging in.


How do I go about terminating my service with you?

An email can be sent to our billing department stating that you would like to terminate your internet services with us and give a reason as to why you are terminating your service with Sonic. We will then check whether you are still under contract.

If the client is still under contract, they will have the option to buy the antenna out in order to keep it or we will arrange a date with the client to go out to their premises to come and remove the antenna.

For any cancellation, we require one months notice.

If the client has one of our email addresses. They will get the option to keep their email address at R100.00 per month or we can remove the email address as well.


Why do I still receive an invoice/statement after my payment was made?

The system that we use, automatically sends out invoices 5 days before the end of a month for the 1st of the new month to all our clients for record keeping purposes.

In the event that the client has already paid for the said invoice, they can ignore the email. If the client has not yet paid for the invoice, then it can be used as a reminder that the next months payment is due. This helps to cancel out the reconnection penalty fee that is billed after the 7th of each month in case there wasn’t a payment that has been allocated to the said clients account.


How do I go about changing my current internet package?

The client can complete a form at one of our branches or an email can be sent to our billing department on giving us permission to change their internet package. Thereafter they will send the client an updated invoice with a pro-rata amount for the new internet package.

billing@sonicmail.co.za billing2@sonicmail.co.za / billing3@sonicmail.co.za


Why do we have a price increase and how often can we expect one?

We may from time to time increase the agreed fee, upon one (1) months written notice to the client, in order to keep up with rising costs as stated in our contract on page 2.


Can I use my old wifi equipment for my new installation?

You can inquire about this when you have a sight survey done because sometimes the area you live in requires special equipment to be used to give you the best connection we can in which case we would recommend using our equipment.

If you choose however to use your own equipment then there is a chance that we wont be able to provide remote support for that equipment. Which would mean you would need a callout for any issues that you have with the internet, which can result in unnecessary callout fees.


Do I have to get multiple routers to cover the whole of my house with WiFi?

Every house is unique in this situation. Depending on the material your house is made from and how thick the walls/floors are you could need multiple routers however the best way of knowing this is to ask for a technician to come out and asses the situation.

While you can just start off with one router and then at a later date request more if you find areas that are deadzones you will pay more to have extra routers installed at a later date than you would if they were all done from the first installation.


Can I use WiFi connected range extenders?

While it is possible to use WiFi extenders to extend the range of your wireless in the house it is not recommended due to their fickle nature.

Most of the time they will work just fine but there can be times where the signal or speed or even the connection to the device can be effected by things that we cannot identify. Which would make a bad experience for you.

We suggest that only in the most extreme cases should a range extended be used.