How long does ISP take to release cancelled line?

[ColGatvol]

So I bought a new house and have ordered my new Vox FTTH. I received a call this morning from Vox that the Vumatel line is still linked to the previous owner / tenant's ISP. I contacted the agent who contacted the tenant who confirms that the ISP was Vodacom and that the fibre package was cancelled a month ago.

The tenants moved out 1 November. So it has been more than a month yet Vodacom still has not yet released the Fibre line back to Vumatel to be re-used by a new ISP.

Anyone had an issue like this before and know what is the best way to sort this out?

 

[AxField]

Yes, with Vox not releasing a line on Openserve. After a month of being ignored, I eventually resorted to Vox's FB page. It then took 2 days to sort out

 

[LCBXX]

Took 2 months thereabouts when I move from Cell C to another ISP on Openserve. During the time the line remained active and the Cell C PPPoE creds kept working until I changed it upon confirmation from the new ISP.

 

[RazorCPT]

So I had the exact same issue with the place I just moved into on the 1st Dec. Give Vumatel sales a call, explain the situation and request that they release the line on their end. It took them around two days once I gave them a copy of the signed lease. In your case I guess it would be a copy of the purchase agreement or something along those lines.

 

[ColGatvol]

I have since found out that the tenants wanted to move their Vodacom FTTH package to their new residence but Vodacom was unable to offer the same package at the new location. Vodacom then cancelled their Fibre package although they still charged the tenants at the end of November. That means that it obviously has not been cancelled.

They also do not have a proof of cancellation letter they can provide me with. I am getting all the info second hand from the agent as I do not have direct contact with the tenants. I will contact Vumatel and see what I can do. A bit frustrating as I would have assumed that my ISP will be sorting this out and not calling me asking me to sort it out...

 

[RazorCPT]

Either way contact Vumatel and ask them to release. Pretty sure the previous tenants this side didn't cancel either. Alternatively, request Vumatel to reinstall the fibre using a letter in the address (like Unit 27A). You will pay installation but you will at least get past the lock if Vumatel cant release it.