MidnightZA
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@Frogfoot Fibre can you shed some light?
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A pity about the setup fee when migrating from another ISP
- Thread starter Coastalshark
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Hi MidnightZA. Thank you for your post. Please send us a PM with the nature of your query and your contact details so we may advise you accordingly.
MidnightZA
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Ill post it here rather for everyone to see. The query is regarding this thread.
If I want to switch from ISP 1 to ISP 2 while staying on the Frogfoot network, why charge the full activation plus installation fee? Why not only charge for the activation/migration?
I wanted to switch to a smaller ISP, they wanted to charge the full activation and installation fee of R1250 even though everything is already installed and all that needed to be done is some admin to switch over ISPs
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Unfortunately, you would need to take this up with the ISP and not the FNO. Note that billing is done by the ISP and not the FNO. We only provide the infrastructure the service runs on.
Kind regards.
Kind regards.
My_King
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deweyzeph
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So you guys don't charge anyone for your services? How do you make any money?
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I never said to ask the FNO, I'm simply saying how it is and why it is that way.
porchrat
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This response is worded very carefully so as to avoid addressing whether or not the FNO is charging the fee to the ISP. We all understand that billing to the customer is done by the ISP. The ISP is saying that you're the ones charging them that installation/connection fee.
To get clarity on this we have to take it up with you, not the ISP.
Is the FNO charging the ISP that installation/connection fee even when a fibre line already exists and the customer is just moving from ISP1 to ISP2?
ld13
Honorary Master
Just quoting this here for prosperity.
@Frogfoot Fibre it is a basic question. The cost involved with moving a client internally should be somewhere between zero to none. Why aint it so? Remember, I have to assume that there is a charge that is more than R0 (or some other reasonable amount) and that you are charging the ISP, aka me, the client, because I cannot for the life of me find any statement that refutes this assumption. If I am wrong, please point me in the right direction and I will gladly apologise.
Typical. Canned response to submit a query, when he had a very clear question.
Don't be surprised, this is standard customer service practise. I swear most ISP's and this case an FNO (besides Cool Ideas, who have actually useful, quick, smart agents and service), have a standard procedure of stall/blame/divert/ask unnecessary questions, stall/blame/divert/ask the same questions again because there's no solid structure. It's like every agent just wants to get you off their back and pass the buck along the process to meet service interaction quotas, so fkn aggravating.
rh1
Honorary Master
This seems to be above @Frogfoot Fibre rep paygrade. He/she cannot divulge the truth.
ld13
Honorary Master
Open invitation to any ISP etc to respond here
@MWEBHelp @TelkomZA @WebAfrica Helper @websquadza @Captain Axxess @Vox Customer Service @AfriGuy @AfriFella @AfriNatic @Afrihost-Gian (who did I miss?)
@Jan
Some sneaky NDA holding you back? Once again I have to assume, given the lack of evidence to the contrary.
@MWEBHelp @TelkomZA @WebAfrica Helper @websquadza @Captain Axxess @Vox Customer Service @AfriGuy @AfriFella @AfriNatic @Afrihost-Gian (who did I miss?)
@Jan
Some sneaky NDA holding you back? Once again I have to assume, given the lack of evidence to the contrary.
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All of these contracts are under NDA
MidnightZA
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Maybe include some of the MyBB journalists here and they can look into this dodgy practice
My_King
Honorary Master
If I were you, I'd stop responding to this here thread.
Just from the responses you gave makes me think twice about joining Cool Ideas.
ld13
Honorary Master
Will a hypothetical average ISP working with an average FNO, be financially worse off from the onset if it forgets to charge a new signup, that is migrating internally within the same FNO, some admin fee, over and above the expected monthly ISP fee?
@Hellhound105 what responses are problematic? I, for one, highly appreciate the responses so far.
Peon
Expert Member
Ok look, Midnight is asking a very awkward question. Truth be told he is right, its makes no sense to charge but businesses are there to make money. Its like buying a car and getting charged R2k for Admin fees. Thats the dude sitting there capturing your details while you wait. Makes no sense but it is what it is.
I mean @id13, your point is valid but this is SA. Companies need to make a profit at the end of the day and FNO's charging sh|tty charges like this is just one example. A 'certain' cellular company charging extra for CallerID on contracts....I mean really wtf?!!?
I mean @id13, your point is valid but this is SA. Companies need to make a profit at the end of the day and FNO's charging sh|tty charges like this is just one example. A 'certain' cellular company charging extra for CallerID on contracts....I mean really wtf?!!?
netstrider
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^ Just say it's the yellow one.
My_King
Honorary Master
^I thought it was the red one
"From 1 April 2022 we are enhancing the """""Value""""" you get by combining CLIP and Contract cover"
"Hi. We won't be """""""Enhacing"""""" your value added services with contract cover"
"From 1 April 2022 we are enhancing the """""Value""""" you get by combining CLIP and Contract cover"
"Hi. We won't be """""""Enhacing"""""" your value added services with contract cover"
MidnightZA
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Its not an awkward question. If businesses are openly fleecing customers it should be brought to light. They can make all the money they want charging admin fees and I'll gladly pay it but dont charge me for installation when everthing is already installed, and dont tell me it costs the same regardless
Refer to this quote:
Scenario 1: Installer needs to trench up to 30m (anything beyond that is for the customers account according some to Ts and Cs) to the house and lay cable, then connect up to the fibre networks side and install equipment on the client side (for me, there is a white box that connects to a black box ). All supplied by the FNO
Cost: R1250
Scenario 2: All of the above is already done and all that needs to be done is some admin. To change the ISP
Cost: R1250
The question we are trying to find out here is: Why?
But from what CI posted earlier, I gather they use ANC logic and charge everyone that fixed cost so you can subsidize other peoples installations
This is not a true reflection, admin is admin. You know what you are paying for. Its a stupid fee but at least theres no hidden costs.
Like for example if they want to charge admin and licensing fee but the car is already on your name and you have the new license disc in your hand because you went to do it yourself. Yet they still charge your for the licensing.