What Happens When a Vuma Reach Fault Is Logged?

If your Vuma Reach service is down and the basic checks haven’t fixed it, we log a fault with Vumatel, the Fibre network provider. Vumatel’s turnaround time is 3 to 6 working days, and the faults team will keep you updated. Some faults need the Fibre to be re-installed, which costs from about R1 725, paid directly to the contractor once they send you a quote.

Updated 29 October 20261 min read4 steps

Vuma Reach runs on Vumatel’s Fibre network, so line faults are fixed by Vumatel. Here’s what to expect when a fault is logged.

What should I check before a fault is logged?

1. Check you’re not suspended: if opening a website takes you to a “Need to make a payment?” page, your service is suspended because of a missed payment, not a fault. See What to Do If Your Vuma Reach Service Is Suspended.
2. Check your Fibre Box lights: the Power and PON lights should be on, and the LOS light should be off.
3. Check for an outage: see the Network Status page. If there’s a known outage in your area, you don’t need to log a fault.
4. Restart your Fibre Box: switch it off at the wall for 30 seconds, then give it 2 to 3 minutes to reconnect.

How do I log a fault?

If your service still isn’t working after these checks, contact our Support team to log a fault. To help us log it quickly, have this ready:

• A photo of your Fibre Box lights
• A recent speed test, preferably on a network cable (if you have any connection at all)
• When the problem started

How long will it take to fix?

Vumatel’s turnaround time for faults is 3 to 6 working days from when the fault is logged.

How will I be kept updated?

Once your fault is logged, the faults team will keep you updated on its progress until it’s resolved.

Will I have to pay anything?

Some faults need the Fibre to be re-installed. If yours does, the contractor doing the work will send you a quote first. Re-installation costs from about R1 725, and you pay the contractor directly, not Webafrica or Vumatel.