Paid but Vuma Reach Still Not Connected? Here’s What to Do

Card payments usually reconnect your Vuma Reach service within 15 minutes. EasyPay payments made in store usually take a couple of hours, and sometimes several. If it’s been longer, check that your payment shows in your Online Account, make sure you paid the full package amount, and restart your Fibre Box. Still not connected? Contact our Support team with your proof of payment.

Updated 28 October 20262 min read6 steps

Once your payment goes through, your Vuma Reach service reconnects automatically. If you’ve paid and you’re still offline, work through the steps below.

How Long Does Reconnection Take?

• Card payment (online through PayFast): up to 15 minutes
• EasyPay in store (including Kazang): usually a couple of hours, but it can take several hours to reflect

Card payments are the fastest way to get reconnected. To avoid being cut off at all, pay before your current month ends.

How Do I Check My Payment Has Gone Through?

Log in to your Online Account at my.mweb.co.za, select your Vuma Reach service and check that your payment shows.

Did I Pay the Right Amount?

To reconnect, you need to pay the full amount for your package. A part payment may not restore your service.

What If I Used the Wrong EasyPay Reference?

Every payment needs your own EasyPay reference number, which we sent you when you placed your order. If you used the wrong one:

1. Keep your proof of payment: for example, your till slip or EasyPay app confirmation.
2. Contact our Support team: send your proof of payment, your correct reference number and the reference you used by mistake. We’ll get the payment applied to your account.
3. Use your correct reference: for all future payments.

Stick to one payment method. Switching between EasyPay and card in the middle of a month can delay your reconnection.

Should I Restart My Fibre Box?

1. Switch it off: Switch off your Fibre Box (ONT) at the wall.
2. Wait: Leave it off for 30 seconds.
3. Switch it back on: Give it 2 to 3 minutes to reconnect.

What If the LOS Light Is Red?

A red LOS light means the problem is with the fibre line, not your payment. Follow the steps in Vuma Reach: No Internet Connection.

Still Not Connected?

Contact our Support team and have this ready:

• Your proof of payment (till slip, app confirmation or bank statement)
• The date and amount you paid
• Your EasyPay reference number, if you paid with EasyPay

We’ll check your payment and get your service back on.