CISP Frustration

C

Cocopops

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Joined
Dec 20, 2011
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Hi There,

Just to voice my disappointment with CISP.

I am moving from CISP to Afrihost Pure Fibre, through Open Serve.
  1. -Email CISP to Cancel my line on the 22nd of July with an early release
    1. CISP reply saying it is not possible
    2. I reply and ask them to double check this
    3. They reply saying its not possible
    4. I request the line to be cancelled
  2. I see on MYBB that people have cancelled their line for early release
    1. Email CISP as to why I wasn't able to do this
    2. Call CISP and they confirm it is possible but it needs to be 5 working days before the new month
    3. I inform them I did ask in time and that I was informed its not possible
    4. They now say it isnt possible due to the 5 days lead time
    5. They confirm telephonically they will cancel the line and I will be liable for August & September
    6. I confirm this is fine
  3. I email them 5 days later asking why the line isnt cancelled
    1. 6 emails later, no response
    2. I phone them, they reply saying the line will be cancelled at the end of august as communicated to me on a much earlier email (point 1.1.)
  4. They email me asking for my address and details for router collection
    1. I reply with address and dates
    2. I send an email 2 day later inquiring as nobody has contacted me
    3. 3 emails later, no response
    4. They replay asking for my email address and details for router collection
    5. I email 3 times after that to ask why nobody has contacted me
    6. I call CISP and they say the will check into it
    7. They reply to my email and ask for my address and details to collect router
    8. I reply with details
I have bee absolutely calm, and not rude or aggressive in every one of my emails.

Just really disappointed as I am paying premium for Service and just not getting it.
 
Cocopops said:
Hi There,

Just to voice my disappointment with CISP.

I am moving from CISP to Afrihost Pure Fibre, through Open Serve.
  1. -Email CISP to Cancel my line on the 22nd of July with an early release
    1. CISP reply saying it is not possible
    2. I reply and ask them to double check this
    3. They reply saying its not possible
    4. I request the line to be cancelled
  2. I see on MYBB that people have cancelled their line for early release
    1. Email CISP as to why I wasn't able to do this
    2. Call CISP and they confirm it is possible but it needs to be 5 working days before the new month
    3. I inform them I did ask in time and that I was informed its not possible
    4. They now say it isnt possible due to the 5 days lead time
    5. They confirm telephonically they will cancel the line and I will be liable for August & September
    6. I confirm this is fine
  3. I email them 5 days later asking why the line isnt cancelled
    1. 6 emails later, no response
    2. I phone them, they reply saying the line will be cancelled at the end of august as communicated to me on a much earlier email (point 1.1.)
  4. They email me asking for my address and details for router collection
    1. I reply with address and dates
    2. I send an email 2 day later inquiring as nobody has contacted me
    3. 3 emails later, no response
    4. They replay asking for my email address and details for router collection
    5. I email 3 times after that to ask why nobody has contacted me
    6. I call CISP and they say the will check into it
    7. They reply to my email and ask for my address and details to collect router
    8. I reply with details
I have bee absolutely calm, and not rude or aggressive in every one of my emails.

Just really disappointed as I am paying premium for Service and just not getting it.
Click to expand...
Hi there, unfortunately the process via the Openserve portal is quite tricky and if there is an issue with releasing the line then it is a manual process which you can imagine is a process. You don't see anyone having issues releasing a Vumatel line. We have a thread for escalations via myself so please use it!
 
PBCool said:
Hi there, unfortunately the process via the Openserve portal is quite tricky and if there is an issue with releasing the line then it is a manual process which you can imagine is a process. You don't see anyone having issues releasing a Vumatel line. We have a thread for escalations via myself so please use it!
Click to expand...

I'm not sure if you have read my thread? If so, this frustrates me further.
  • Me having sent my address and pickup details 3 times over 12 emails is that linked to the Openserve portal?
  • CISP having told me I cant do an early cancellation 8 working days before the new month and then telling my I can but unfortunately its too late, is that an openserve portal issue?
I didnt make any points regarding technical processes, its simply the poor communication and how I have been dealt with personally.

Can you share the link please, as the numerous eails dont seem to be working ,let me try you alternative contact options.
 
I am in exactly the same boat. Also moving to Afrihost, also asking for early release.

@PBCool the thing is, it should not be neccesary to escalate to you. Your helpdesk should be able to sort this out.
 
1nsane! said:
I am in exactly the same boat. Also moving to Afrihost, also asking for early release.

@PBCool the thing is, it should not be neccesary to escalate to you. Your helpdesk should be able to sort this out.
Click to expand...
As mentioned above it is not a simple process and the OS system is not designed to do so.
 
Cocopops said:
I'm not sure if you have read my thread? If so, this frustrates me further.
  • Me having sent my address and pickup details 3 times over 12 emails is that linked to the Openserve portal?
  • CISP having told me I cant do an early cancellation 8 working days before the new month and then telling my I can but unfortunately its too late, is that an openserve portal issue?
I didnt make any points regarding technical processes, its simply the poor communication and how I have been dealt with personally.

Can you share the link please, as the numerous eails dont seem to be working ,let me try you alternative contact options.
Click to expand...
The link is a sticky in this thread, please provide me your ticket ref.
 
I don't have ref.number. All communication was done by email.
 
Cocopops said:
Hi There,

Just to voice my disappointment with CISP.

I am moving from CISP to Afrihost Pure Fibre, through Open Serve.
  1. -Email CISP to Cancel my line on the 22nd of July with an early release
    1. CISP reply saying it is not possible
    2. I reply and ask them to double check this
    3. They reply saying its not possible
    4. I request the line to be cancelled
  2. I see on MYBB that people have cancelled their line for early release
    1. Email CISP as to why I wasn't able to do this
    2. Call CISP and they confirm it is possible but it needs to be 5 working days before the new month
    3. I inform them I did ask in time and that I was informed its not possible
    4. They now say it isnt possible due to the 5 days lead time
    5. They confirm telephonically they will cancel the line and I will be liable for August & September
    6. I confirm this is fine
  3. I email them 5 days later asking why the line isnt cancelled
    1. 6 emails later, no response
    2. I phone them, they reply saying the line will be cancelled at the end of august as communicated to me on a much earlier email (point 1.1.)
  4. They email me asking for my address and details for router collection
    1. I reply with address and dates
    2. I send an email 2 day later inquiring as nobody has contacted me
    3. 3 emails later, no response
    4. They replay asking for my email address and details for router collection
    5. I email 3 times after that to ask why nobody has contacted me
    6. I call CISP and they say the will check into it
    7. They reply to my email and ask for my address and details to collect router
    8. I reply with details
I have bee absolutely calm, and not rude or aggressive in every one of my emails.

Just really disappointed as I am paying premium for Service and just not getting it.
Click to expand...
I moved from Afrihost to CISP and had the reverse - the OpenServe process is a shocker and the ISPs bear the brunt (no matter who is the ISP).
OpenServe has a process from the nineties. A data capturer and someone who moves that paper using a trolley...
 
Rocketnet rocks for us from the beginning. Was the cheapest at the time. No issues . Durbanville , Cape Town.
 
Cocopops said:
Hi There,

Just to voice my disappointment with CISP.

I am moving from CISP to Afrihost Pure Fibre, through Open Serve.
  1. -Email CISP to Cancel my line on the 22nd of July with an early release
    1. CISP reply saying it is not possible
    2. I reply and ask them to double check this
    3. They reply saying its not possible
    4. I request the line to be cancelled
  2. I see on MYBB that people have cancelled their line for early release
    1. Email CISP as to why I wasn't able to do this
    2. Call CISP and they confirm it is possible but it needs to be 5 working days before the new month
    3. I inform them I did ask in time and that I was informed its not possible
    4. They now say it isnt possible due to the 5 days lead time
    5. They confirm telephonically they will cancel the line and I will be liable for August & September
    6. I confirm this is fine
  3. I email them 5 days later asking why the line isnt cancelled
    1. 6 emails later, no response
    2. I phone them, they reply saying the line will be cancelled at the end of august as communicated to me on a much earlier email (point 1.1.)
  4. They email me asking for my address and details for router collection
    1. I reply with address and dates
    2. I send an email 2 day later inquiring as nobody has contacted me
    3. 3 emails later, no response
    4. They replay asking for my email address and details for router collection
    5. I email 3 times after that to ask why nobody has contacted me
    6. I call CISP and they say the will check into it
    7. They reply to my email and ask for my address and details to collect router
    8. I reply with details
I have bee absolutely calm, and not rude or aggressive in every one of my emails.

Just really disappointed as I am paying premium for Service and just not getting it.
Click to expand...
Can you forward me the mail you sent on the 22nd of July with the response that it's not possible to paul at cisp.co.za
 
I had the same issues trying to get my line move/released. Been waiting for 15 days now since my last email to them. No response. I will also not get a response. Wanted to go back to CISP once Frogfoot is active in my area (currently trenching). Now I am not so sure anymore.

@PBCool Last email from your company said I was going to get disconnected at 31 August. That is a Saturday. So now I assume I will get disconnected at midnight Saturday. This means I will have no interwebz until Monday. What about releasing it for me on Thursday morning 29 August. Then I can still have the transfer done Thursday/Friday? My initial cancellation (via email) was like the 26th/27th July if I am correct. This is exactly what I had asked in my last email with no response.
 
skusku said:
I had the same issues trying to get my line move/released. Been waiting for 15 days now since my last email to them. No response. I will also not get a response. Wanted to go back to CISP once Frogfoot is active in my area (currently trenching). Now I am not so sure anymore.

@PBCool Last email from your company said I was going to get disconnected at 31 August. That is a Saturday. So now I assume I will get disconnected at midnight Saturday. This means I will have no interwebz until Monday. What about releasing it for me on Thursday morning 29 August. Then I can still have the transfer done Thursday/Friday? My initial cancellation (via email) was like the 26th/27th July if I am correct. This is exactly what I had asked in my last email with no response.
Click to expand...
Which fibre network? Also Openserve?
 
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