Cancelling Fiber Service

[MadScientist_WC]

I hope you are willing and able to help as the call centre is not helpful at all. We are moving to a new house on the 1st of April. unfortunately I can't move my complete service to the new address as OpenServe is not available. Therefore I needed to do a new application to keep CoolIdeas as my ISP but move the Fiber to Octotel.

Problem I have is that out application for the new place was only approved on the 4th of March on which I launched a ticket (#COOL-20200304-388773) and was advised on the 5th that I would need to cancel the service with OpenServe. I then submitted ticket (#COOL-20200305-389502) just to be informed that the service with OpenServe will only be cancelled at then end of April.

I called the call centre on Friday afternoon to understand how I can be expected to pay for a service where the provide is not capable of providing the said service. The only response I received was that "as per our agreement you must provide a calendar months notice" which I don't agree with. Since this is a Pre-Paid (Paid in advance) service similar to something like Showmax & Netflix. If a streaming service can be cancelled at any time without an issue why is this so difficult to achieve.

Issue I have here is that I have to pay for a service that I can't use because the service provider doesn't support the area where I am moving to.

Hence due to the lack of help received when I called the call centre on Friday afternoon I am have submitted a cancellation request to the entire service from CoolIdeas on Friday 6th of March @ 16:54 and up to this point have received no feedback

 

[Armizael]

I hope you are willing and able to help as the call centre is not helpful at all. We are moving to a new house on the 1st of April. unfortunately I can't move my complete service to the new address as OpenServe is not available. Therefore I needed to do a new application to keep CoolIdeas as my ISP but move the Fiber to Octotel.

Problem I have is that out application for the new place was only approved on the 4th of March on which I launched a ticket (#COOL-20200304-388773) and was advised on the 5th that I would need to cancel the service with OpenServe. I then submitted ticket (#COOL-20200305-389502) just to be informed that the service with OpenServe will only be cancelled at then end of April.

I called the call centre on Friday afternoon to understand how I can be expected to pay for a service where the provide is not capable of providing the said service. The only response I received was that "as per our agreement you must provide a calendar months notice" which I don't agree with. Since this is a Pre-Paid (Paid in advance) service similar to something like Showmax & Netflix. If a streaming service can be cancelled at any time without an issue why is this so difficult to achieve.

Issue I have here is that I have to pay for a service that I can't use because the service provider doesn't support the area where I am moving to.

Hence due to the lack of help received when I called the call centre on Friday afternoon I am have submitted a cancellation request to the entire service from CoolIdeas on Friday 6th of March @ 16:54 and up to this point have received no feedback

The cancellation terms are enforced by the FNO, not the ISP if I recall - Cool Ideas can't waive it since they aren't in control of it.

 

[PBCool]

Even if you moved Openserve to Openserve we require a calendars month's notice on the original service from Openserve. So in this case we would have paid for your install with Openserve, and the months cancellation as well as the new places Octotel install. All equates to well over R4000 in your case.

So makes it difficult to continually absorb costs, which is why we have the notice term which is based on the FNO.

I will see what I can do. PM me your account details.