Help!! Cant get fiber

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Bouqs81

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Hi please can someone assist, so i moved into a new house with a fibre line already installed and did the order etc, now they say previous owner must first cancel his order. The problem is that the previous owner still ows the isp monies which he refuses to pay as he said he did not receive any service etc. please help what are my options. Why cant vumatel just install a new box for me on the premises??
 
Bouqs81 said:
Hi please can someone assist, so i moved into a new house with a fibre line already installed and did the order etc, now they say previous owner must first cancel his order. The problem is that the previous owner still ows the isp monies which he refuses to pay as he said he did not receive any service etc. please help what are my options. Why cant vumatel just install a new box for me on the premises??
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As far as I know that is how it works. You can't be held liable for the previous owners account. They should install a new line when you place an order or activate a new line for you.
 
cavedog said:
As far as I know that is how it works. You can't be held liable for the previous owners account. They should install a new line when you place an order or activate a new line for you.
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I phoned them and said no sorry only one per address which makes no sense to me, atm no one is making money
 
Pay the previous owners outstanding fees, might prepare you for the service they gonna give you if the previous owner is correct..... They are already telling you they don't want your business....
 
Previous owner has issues with his isp though not vumatel, im using a different isp
 
Wow okay that is very strange. I know Openserve allows multiple lines to the same address. They usually only waive the installation fees once if there is a promo running from the ISP or Fibre network.
 
Bouqs81 said:
Previous owner has issues with his isp though not vumatel, im using a different isp
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Ohh it gets complicated now because the line is probably under the ISP's name and they are holding that line until it's paid. Very sneaky move actually.
 
cavedog said:
Wow okay that is very strange. I know Openserve allows multiple lines to the same address. They usually only waive the installation fees once if there is a promo running from the ISP or Fibre network.
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Yes exactly what i did i took vox deal where they pay installation and activation, but line already there so just need it to be transferred too my name but seems there is no way
 
cavedog said:
As far as I know that is how it works. You can't be held liable for the previous owners account. They should install a new line when you place an order or activate a new line for you.
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No FNO is going to install a second fibre line at a residential property.

The ISP that is owed money is probably perfectly legal in their approach of not releasing the line to another ISP until their bill is paid.
 
pinball wizard said:
No FNO is going to install a second fibre line at a residential property.

The ISP that is owed money is probably perfectly legal in their approach of not releasing the line to another ISP until their bill is paid.
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Not entirely true. I confirmed with openserve and they allow it. I stay on a property with 2 flats. Fibre line runs to each flat and the house from the corner pole. Each resident has his own line on his own name.

I don't think it's illegal but still a pretty dirty move holding the line ransom. I can just imagine the frustration new tenant looking at the fibre but can't get. Only way would be to consult with Vuma directly.
 
cavedog said:
Not entirely true. I confirmed with openserve and they allow it. I stay on a property with 2 flats. Fibre line runs to each flat and the house from the corner pole. Each resident has his own line on his own name.
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Yeah, I would think they saw it as two end points. Also Telkom does some pretty weird things as far as the rest of us FNO's can see.
 
pinball wizard said:
Yeah, I would think they saw it as two end points. Also Telkom does some pretty weird things as far as the rest of us FNO's can see.
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Yes I think so. Openserve fibre is like Openserve fibre. They don't have issues. I don't know about more than 1 fibre line in the same house but I don't think they will have an issue. With ADSL I had 3 lines in 1 property before.
 
Call up his previous isp, tell them they are dumbc...s and you will take them to the media for their idiocy. Tell them you aren't liable for the previous owner's account and give them his contact number and new address and to release your line to you.
 
Marcell1992 said:
Call up his previous isp, tell them they are dumbc...s and you will take them to the media for their idiocy. Tell them you aren't liable for the previous owner's account and give them his contact number and new address and to release your line to you.
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Calling them dumbc...s and demanding they change their procedures is just asking for a hurting.

Ask VOX, since they're the ones looking to transfer, if it's possible for them to settle the account so the line can get moved, especially since they don't have to pay for it to be installed and will only pay a fee for activation with Vumatel. Don't ask a low-level call center agent either, demand to speak to a manager at least and explain the situation.

If they're unwilling to help, contact Vumatel and discuss it with them in the same relaxed tone of voice. If they're also unable / unwilling to help, just note that you will be invoking Clause 31-33 of their dispute/complain process with ICASA, because since you have no relation to the previous owner, it is unfair of them, especially in terms of the CPA, to hold you accountable by not being willing to transfer the line to the ISP of your choice and that the previous owner should be held liable, who doesn't live there anymore

RE: "just install another line" it all depends on how many fibre pairs are allocated in the area in the first place. Usually the reason why they can't just install another line is because of that restriction, knowing Telkom/Openserve, they probably make sure to have spares available, and thus can easily install multiples at your home. Sometimes they even share the same pair, but that means a degraded experience, which they usually won't go for.

Good luck, keep calm, and don't follow Marcell's advice. Being a 90's kid and shouting/tantrum'ing when you don't get your way doesn't help the situation. They have no obligation to provide you with a service, it's not a human right, so being a name-calling c..t about it, won't help at all.
 
envo said:
Calling them dumbc...s and demanding they change their procedures is just asking for a hurting.

Ask VOX, since they're the ones looking to transfer, if it's possible for them to settle the account so the line can get moved, especially since they don't have to pay for it to be installed and will only pay a fee for activation with Vumatel. Don't ask a low-level call center agent either, demand to speak to a manager at least and explain the situation.

If they're unwilling to help, contact Vumatel and discuss it with them in the same relaxed tone of voice. If they're also unable / unwilling to help, just note that you will be invoking Clause 31-33 of their dispute/complain process with ICASA, because since you have no relation to the previous owner, it is unfair of them, especially in terms of the CPA, to hold you accountable by not being willing to transfer the line to the ISP of your choice and that the previous owner should be held liable, who doesn't live there anymore

RE: "just install another line" it all depends on how many fibre pairs are allocated in the area in the first place. Usually the reason why they can't just install another line is because of that restriction, knowing Telkom/Openserve, they probably make sure to have spares available, and thus can easily install multiples at your home. Sometimes they even share the same pair, but that means a degraded experience, which they usually won't go for.

Good luck, keep calm, and don't follow Marcell's advice. Being a 90's kid and shouting/tantrum'ing when you don't get your way doesn't help the situation. They have no obligation to provide you with a service, it's not a human right, so being a name-calling c..t about it, won't help at all.
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I also don't see why the ISP shouldpay someone else's bill.

OP should speak to a senior person at Vox so that person can contact a senior person at XXXisp and then reason with XXXisp. Op should maybe ok it with Vox that if XXXisp then VOX can forward OP's details as the OP is not the same person as their client
 
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