Frequently Asked Questions

We're based in Jeffreys Bay and St Francis Bay and cover the greater Kouga region — including Humansdorp, Cape St Francis, Hankey, Kareedouw, Joubertina and Krakeel. Wireless internet is delivered over our own TrueWAN network, while fibre is available wherever the MetroFibre or Openserve network reaches your address.

Our TrueWAN wireless internet runs on our own private network and can reach areas where fibre isn't available yet, usually with a quick installation. Fibre (Fibre-to-the-Home or Fibre-to-the-Business) runs over the MetroFibre or Openserve network where the line is already in your street, and typically offers higher speeds. Not sure which suits you? Our team will recommend the best option for your address.

Visit our Fibre page and use the MetroFibre and Openserve coverage checkers, or simply send us your address and our local team will check availability for you and explain your options.

Yes — our packages are uncapped and unshaped, so you can use the internet freely.

Once we've confirmed coverage at your address, we'll arrange installation as quickly as possible and give you a clear timeline.

Absolutely. We provide Fibre-to-the-Business, business-grade wireless, and TrueVoIP telephone services — including free calls between TrueVoIP numbers and optional call recording — plus email, hosting and domains to keep your business connected.

Yes — a debit order is our preferred method of payment.

Our month-end billing runs at 23:59 on the last day of the month. Invoices are generated on the 1st or 2nd, and debit orders are processed on the last day of the month for the following month's instalment, or the first day of the month. Wireless clients have the option to choose the 7th. If the 7th falls on a weekend or public holiday, they run on the 8th. Alternative debit dates aren't available.

We require one calendar month's written notice to cancel an account. Please complete the relevant cancellation form below and email the signed copy to accounts@true.co.za or drop it off at any branch.

FTTH Cancellation Form Wireless Cancellation Form

Our bank account details are printed on your invoice. Please use your account number, as shown on the invoice, as the payment reference.

These are the charges for the telephone calls you made during the month. Contact our support team if you'd like a detailed report of your calls.

In your email software, create a new account using your full email address as the account name, and set both the incoming (POP3) and outgoing (SMTP) mail servers to mail.true.co.za.

Use SSL security and port 995 / 993 (POP / IMAP) for incoming, and port 465 for outgoing, with outgoing authentication enabled.

Authentication must always be on. Our mail server utilizes secure protocols to ensure the safety of your emails. Note that email addresses hosted on other domains can't send through our SMTP server from outside their own network.

Yes. Use our Webmail — from any internet connection, open a web browser and go to mail.true.co.za.

Yes. We can register a unique domain for you and host your email. Contact us for more information.

Yes. Electrical surges during storms can damage equipment, entering through the power supply or as induced current in cables. We use predominantly shielded CAT5 cable with shielded RJ45 connectors to reduce the risk, but we recommend disconnecting equipment during severe storms.

TeamViewer lets our technicians securely connect to your computer to help you remotely. It creates a secure session through TeamViewer's own servers, and with a default installation the access password changes randomly each time it starts. You'll need an active internet connection.

First, check the POE (power-over-ethernet) adapter — switch it off for about 15 seconds, then on again. Next, make sure all cables are firmly connected and the corresponding indicator lights are on. If the problem continues, give us a call.

Check your ONT box (this is the box installed by MetroFibre or Openserve). If you have a Red Alarm light, or the light marked PON is flickering, turn the ONT off for at least 5 minutes (300 seconds is required). If the problem continues, give us a call.

You're welcome to contact us. Whether we can assist depends on your location and the type of problem, and we can refer you to the right specialist if needed.

Line of sight means there's a direct, open path between your equipment (the CPE) and our nearest Network Access Point. Wireless signals at Wi-Fi frequencies need an unobstructed path for a reliable connection, so trees, buildings or hills in the way can affect the signal.

Open a command prompt (search for "CMD" in the Start menu), type ipconfig and press Enter. Your IP address and "Default Gateway" are listed under your active network adapter.

Dial the international access prefix (+ or 00), followed by the country code and then the number, dropping the leading 0 of the local number. If you're unsure of a country code, our support team can help.

Each line is registered for a certain number of simultaneous (concurrent) calls. If you try to make more calls at the same time than your number allows, you'll hear this message. IP phones can make multiple concurrent calls on a single number — contact us if you'd like to increase your concurrent-call limit.

Yes. Contact our support team to set one up.

Yes. Contact our support team to set this up.

Contact our support team and we can provide a detailed report of your calls.

Wi-Fi is a popular technology that lets devices exchange data wirelessly, using radio waves, over a network. It's used by laptops, smartphones, tablets, gaming consoles, smart TVs and more.

Yes. Anyone within range of your Wi-Fi router's signal could connect and use your connection. Securing your Wi-Fi with a password (WPA2) prevents this — contact us if you need help setting it up.

Yes. Modern smartphones use data over Wi-Fi for app updates, backups and the like. It's worth checking your phone's settings to manage how much it uses.

Yes. From our shops we sell new computers, notebooks, tablets, PC components, ink and toner, and we handle repairs and upgrades on PCs and related equipment — for both home and business.

Jeffreys Bay: Monday–Friday 08:00–17:00, Saturday 09:00–13:00.
St Francis Bay: Monday–Friday 09:00–17:00, Saturday 09:00–13:00.
Both branches are closed on Sundays and public holidays.

Call us on 042 293 4168, email sales@true.co.za, message us on WhatsApp, or pop into either our Jeffreys Bay or St Francis Bay branch. As a local Kouga business, you'll always be dealing with real people in your town.