Can't upgrade my internet

[pEIN911]

I have been trying to upgrade my fibre connection for about 3 months now. There is no option in my client portal to do it.
I spoke to support they can't do it because vumatel changed the network name in my area from mitchells fibre to vuma reach.
I got the free boost to 40Mbps at the start of covid.
They kept saying I must cancel first then sign up again just to upgrade.
@AfriNatic

 

[epah]

“The subscriber you have dialled is on leave, please try again later.”

 

[KS17]

I have been trying to upgrade my fibre connection for about 3 months now. There is no option in my client portal to do it.
I spoke to support they can't do it because vumatel changed the network name in my area from mitchells fibre to vuma reach.
I got the free boost to 40Mbps at the start of covid.
They kept saying I must cancel first then sign up again just to upgrade.
@AfriNatic

You need to cancel the Mitchells Fibre service and sign up for Vuma Reach.

 

[AfriNatic]

I have been trying to upgrade my fibre connection for about 3 months now. There is no option in my client portal to do it.
I spoke to support they can't do it because vumatel changed the network name in my area from mitchells fibre to vuma reach.
I got the free boost to 40Mbps at the start of covid.
They kept saying I must cancel first then sign up again just to upgrade.
@AfriNatic

Hi,

Sorry for the late reply.

Mitchells fibre is a legacy service taken over by Vumatel. With Mitchells the billing is done at ISP level. With Vuma Reach the billing is done via payfast and that is why the upgrade is not available.

If you wish to upgrade I would suggest submitting the cancellation for the Mitchells service and once terminated signup for a migrate in for a Vuma Reach service at the speed you want. We will then send you a payment link and once payment is made the service will be activated shortly after.