Cancelling Fibre due to no service?

[neoprema]

Could someone in the know-how, or with experience assist me please with some info;

I wont name the ISP, as my goal is not to create issues. In short, our company ordered Fibre from a well-known ISP over a month ago. In the month+ we have been waiting, the company has FIVE times claimed our Fibre is installed and sent the technician to connect the router.

Everytime the technician comes, there is no Fibre connection - just a plain cable lying on the floor with no plugs, or splicing or anything. The technician goes and I am called to say "Sorry, we will get the company out to connect it".

REPEAT x 5 - the SAME thing. Despite me emailing and phoning to say there is NO CONNECTION here, they continue sending out the poor technician with a router he can't connect.

I have thus told them its over a month, our business is suffering and i want this cancelled.

Today they called to say its a problem because they've incurred costs in getting Fibre installed to our office and that cost needs to be recovered..

Am i within my rights to cancel? And should i be liable for their fibre install mess-up?

 

[pinball wizard]

Is the ISP supposed to splice the fibre, or was that the responsibility of the fibre provider?

 

[Ecco]

You havent received anything in more then a month, CPA must be able to protect you. Dont think you should be liable for anything.

 

[neoprema]

Is the ISP supposed to splice the fibre, or was that the responsibility of the fibre provider?

Its out-sourced by the ISP. My contract is with the ISP though...

 

[rrh]

Is the ISP supposed to splice the fibre, or was that the responsibility of the fibre provider?

The fibre supplier, normally at the request on the ISP.

 

[Nod]

I would like to see what costs they have incurred, and what they received for those costs.
The fact that the fibre never reached your office, makes it an issue between them and their supplier/subcontractor. You should not be paying for this.

 

[ProfA]

Why don't you name the ISP? They clearly gave quite horrid service, and to add insult to injury, they are now trying to extort money from you.

 

[Shi]

Is there nothing in the signed contract that covers this?

 

[Anthro]

Put everything in writing - take them to court if they don't want to cancel.

And, for gods sake stop pussyfooting around and SAY who it is. Unless you are afraid of the backlash from them ???

 

[neoprema]

Is there nothing in the signed contract that covers this?

I cant find much, other than this :No. You buy our services month by month.� The service you buy will be available as soon as we receive payment for it. � You can cancel a service at any time.

 

[neoprema]

Put everything in writing - take them to court if they don't want to cancel.

And, for gods sake stop pussyfooting around and SAY who it is. Unless you are afraid of the backlash from them ???

I just don't want to IGNITE anything

 

[koeksGHT]

I just don't want to IGNITE anything

That's how you get stuff done in SA, make a fuss.

 

[neoprema]

That's how you get stuff done in SA, make a fuss.

You just cannot believe the frustration though - its not so much the time thing but after telling someone something 5 times and all 5 times they REPEAT the same mistake like you're talking to a wall... and then claim YOU have it wrong.

Its enough to drive someone to the vodka bottles...

 

[koeksGHT]

You just cannot believe the frustration though - its not so much the time thing but after telling someone something 5 times and all 5 times they REPEAT the same mistake like you're talking to a wall... and then claim YOU have it wrong.

Its enough to drive someone to the vodka bottles...

Yet you don't want to complain about company so others know

 

[neoprema]

Yet you don't want to complain about company so others know

I just replied above - IS IGNITE

And I think they use someone called DFA - who clearly have no clue whatsoever on what communication, customer satisfaction and installing a Fibre connection is all about. Other than saying "its done" every time and leaving me with a piece of white cable with a few glass strands stuck out of it.

 

[koeksGHT]

I just replied above - IS IGNITE

Make it known thread title and all

 

[skeptic_SA]

Their site shows representation on FB and Twitter. A carefully worded post there will gain you more traction than on here imho.

 

[koeksGHT]

Try someone else, offerings don't look great.

 

[Anthro]

Wait till you have to troubleshoot via your IS Ignite callcentre, for a MWEB product that actually runs on Neotel Fibre.

Pathetic.
So yeah I feel your pain, but you should let general joe public know of your woes, it is their right to see the ****ups they cause.

side note: I can put you in contact with a decent account manager at IS Ignite if you want , she should be able to get this sorted chop chop.

 

[pinball wizard]

And I think they use someone called DFA - who clearly have no clue whatsoever on what communication, customer satisfaction and installing a Fibre connection is all about.

Ya, DFA is not really known for communicating, or speed when it comes to delivery.