Fair Use Policy

CiTiFi’s internet packages are uncapped, but the underlying network is a shared resource. To keep the service fast and reliable for everyone, we apply a Fair Use Policy. Fair use simply means using the service in a normal, reasonable way — the way the overwhelming majority of our customers do — rather than in a way that degrades the experience for others.

Because bandwidth on any building or network is shared, a very small number of users generating sustained, disproportionate load can slow the connection for everyone else. This policy lets us manage that fairly and transparently, so that “uncapped” stays usable for all.

To protect service quality for all customers, CiTiFi may apply reasonable network-management measures. These may include, at our reasonable discretion and where necessary:

• prioritising time-sensitive traffic (such as voice and video calls) during periods of congestion;
• managing the impact of sustained, disproportionate usage on a shared line; and
• communicating usage rules — including, where applicable, bandwidth or storage guidance — from time to time.

We aim to apply these measures no more than is necessary to keep the service working well for everyone.

The following kinds of activity may attract fair-use management if they place a disproportionate or sustained load on the shared network:

• running servers or services that generate continuous heavy traffic on a residential package;
• sustained, round-the-clock maximum-rate transfers that materially affect other users; and
• any use that is abusive, or that breaches our Acceptable Use Policy.

Ordinary activities — streaming, video calls, gaming, working from home, large downloads — are expected and are not a breach of fair use.

If your usage materially and persistently affects other customers, we will usually contact you first to discuss it. Where necessary, and at our reasonable discretion, we may temporarily manage, restrict, suspend or (in serious or repeated cases) terminate the service, as set out in our Terms & Conditions.

If it is necessary to amend this Fair Use Policy, CiTiFi will post a prominent notice on its website or send you an email to keep you informed of the change and how it may affect you.

For any query relating to this Fair Use Policy, please email support@citifi.co.za.