Priority Care: Skip the Queue and Get Faster Support

Priority Care is an add-on that moves you to the front of the support queue. When you start a technical support Live Chat in your Online Account or the Mweb app, you're helped ahead of everyone without Priority Care. It costs R29PM (R99PM for business), and some Customers get it free for a limited time.

Updated 3 November 20265 min read

Priority Care moves you to the front of the support queue. When you start a technical support Live Chat, you're helped ahead of everyone without Priority Care. So even if 100 other Customers are already waiting, you'll be assisted first.

What You Get

• Priority placement: your technical support chat is answered ahead of standard chats.
• Qualified agents: you're helped by A+ or N+ certified technical support agents.
• Automatic recognition: we recognise you as a Priority Care Customer as soon as you start a chat, so there's nothing extra to do.

What Priority Care Doesn't Cover

• It's a chat service, not a phone line. Calls to our Call Centre go into the standard queue.
• It's for technical support. Billing and account chats go through the standard queue.
• You need to be logged in. Chats started without logging in to your Online Account or the Mweb app aren't recognised as Priority Care.
• It doesn't speed up network repairs. We'll help you faster, but fault repairs on your Fibre network provider's side still follow their normal timelines.
• It's not available on Vuma Reach at the moment.

Who Can Get Priority Care?

Priority Care is available to Fibre, Business Fibre, LTE and 5G Customers. You can have one Priority Care subscription per Customer. If it's already active on another account registered to your ID number, you won't be able to add it again.

How Much Does It Cost?

• Priority Care: R29PM (incl. VAT)
• Business Priority Care: R99PM (incl. VAT)

Free Priority Care

Some Customers get Priority Care free for a limited time:

• Existing Fibre Customers on Balwin, Clear Access, DNATel, Evotel, Fibregeeks, Fibresuburbs, Link Africa, Link Layer and Netstream, connected before 1 November 2026, get it free for 12 months. After that, it's R29PM.
• New Business Fibre (FTTB) Customers who signed up from 1 November 2026 get it free for 3 months. After that, it's R99PM.

It's added to your account automatically. If you don't want to keep it once the free period ends, cancel at least one month before, as cancellation needs one calendar month's notice.

How to Add Priority Care

In Your Online Account

1. Log in to your Online Account.
2. Select “Just For You” in the menu.
3. On the Priority Care card, select “Buy Now”.
4. Check what's included, then select “Add Priority Care”.
5. Accept the Terms and Conditions and select “Confirm Order”.
6. Check the service address and select “Confirm Change”.

You'll see a confirmation that we've received your order, and we'll let you know once it's processed. Priority Care then shows as “Completed” under “My Orders” and appears under “My Services”.

On the Mweb App

1. Log in to the app.
2. Go to “Just For You”.
3. On the Priority Care card, tap “Buy Now”, then “Order Now”.

When You Sign Up for a New Internet Product

Priority Care is added to your cart at checkout. If you don't want it, simply remove it from your cart before you place your order. Removed it by mistake? You can add it back before you complete your order.

Priority Care activates automatically once your internet Product is live, and we'll send you an SMS to confirm. If you already have Priority Care, it won't appear under “Just For You”.

How to Use Priority Care

In Your Online Account

1. Log in to your Online Account.
2. Select the chat icon at the bottom right of the screen.

On the Mweb App

1. Log in to the app.
2. Tap “Live Chat”.

We'll recognise you as a Priority Care Customer automatically and let you know you're in the priority queue.

When Can I Use Priority Care?

Priority Care is available whenever our Live Chat is open. If you start a chat outside our operating hours, you'll be shown when we're next available.

How to Cancel Priority Care

How you cancel depends on when Priority Care was added.

If It Was Added When You Signed Up

1. Log in to your Online Account.
2. Under “My Services”, select your internet Product.
3. Select the bin icon.
4. Under “What do you want to cancel”, choose “Other (Value Added Service)”, then select “Priority Care”.
5. Check the details, choose a cancellation reason and submit your request.

If You Added It Later

1. Log in to your Online Account.
2. Under “My Services”, select “Priority Care”.
3. Select the bin icon.
4. Under “What do you want to cancel”, choose “Other (Value Added Service)”, then select “Priority Care”.
5. Check the details, choose a cancellation reason and submit your request.

Priority Care is Month-to-Month with no lock-in. Cancellation needs one calendar month's notice, and your Priority Care stays active until then.

Cancelling your internet Product? Priority Care is cancelled with it automatically, so there's no need to cancel it separately.

Frequently Asked Questions

How Do I Know If I Have Priority Care?

Priority Care is listed with your internet Product under “My Services” in your Online Account. You'll also see a confirmation that you're in the priority queue when you start a chat.

What Happens to Priority Care If My Account Is Suspended?

If your account is suspended, all Products on it are suspended too, including Priority Care.

I Have More Than One Account. Can I Add Priority Care to Each One?

No. You can have one Priority Care subscription per Customer, even if you have more than one account registered to your ID number.

Do I Have to Sign a Contract?

No. Priority Care is Month-to-Month, so you can cancel any time with one calendar month's notice.