Migrating from one ISP to another is very frustrating

G

gbotes

Active Member
Joined
Jun 8, 2020
Messages
44
Reaction score
21
I am trying to migrate from Axxess to Cool Ideas. It's a very frustrating process. My internet service with Axxess was supposed to terminate on 31 July 2020 and migrate to Cool Ideas on 1 August 2020. My service apparently has been terminated but I am still connected to the internet via Axxess, which is weird. A phone call to their support centre and viewing my customer dashboard has confirmed this. However, my connection via Axxess seems to still be active. I assume at this point that I am enjoying free internet because I have done everything possible from my side. However, how do I resolve this issue so that I can bring my migration effort to a successful conclusion. Axxess says my service has been cancelled. Cool Ideas says they want a cancellation number, which I haven't received and I have no idea who to contact because I seem to be unable to deal directly with Frogfoot. Is this process being made deliberately difficult? Is it just that migration happens so infrequently that nobody knows what is supposed to happen?
 
gbotes said:
I am trying to migrate from Axxess to Cool Ideas. It's a very frustrating process. My internet service with Axxess was supposed to terminate on 31 July 2020 and migrate to Cool Ideas on 1 August 2020. My service apparently has been terminated but I am still connected to the internet via Axxess, which is weird. A phone call to their support centre and viewing my customer dashboard has confirmed this. However, my connection via Axxess seems to still be active. I assume at this point that I am enjoying free internet because I have done everything possible from my side. However, how do I resolve this issue so that I can bring my migration effort to a successful conclusion. Axxess says my service has been cancelled. Cool Ideas says they want a cancellation number, which I haven't received and I have no idea who to contact because I seem to be unable to deal directly with Frogfoot. Is this process being made deliberately difficult? Is it just that migration happens so infrequently that nobody knows what is supposed to happen?
Click to expand...
Responded on your other thread.
 
I have made little progress toward having my fibre line released by Axxess DSL. I could reach no senior person via social media or the company website, and always end up with support who always tell me the same story: but your service is cancelled.

How do I make them understand that there is still something they have to do to release my line so I can migrate to a new ISP?
 
gbotes said:
I have made little progress toward having my fibre line released by Axxess DSL. I could reach no senior person via social media or the company website, and always end up with support who always tell me the same story: but your service is cancelled.

How do I make them understand that there is still something they have to do to release my line so I can migrate to a new ISP?
Click to expand...
They need to send you the cancellation proof from Frogfoot, if they refuse let me know and I will try reach out to contacts where I can.
 
PBCool said:
They need to send you the cancellation proof from Frogfoot, if they refuse let me know and I will try reach out to contacts where I can.
Click to expand...
Well, I have lodged a mediation request with the ISPA now as a measure of last resort. But even the ISPA seems but stumped by my problem, if I look at the email I just received from them. I have asked them to mediate with Axxess on my behalf. Even the Axxess offices are closed to the public, so I couldn't go and see anyone face to face. What I can't understand is why is my word not good enough for Frogfoot? I have cancelled with Axxess, they have confirmed it, and I have submitted a new application to Cool Ideas. Why isn't that enough? Don't I have rights, too, as the customer? I can't believe that one can simply be held hostage by something like this. My mind has boggled.
 
gbotes said:
Well, I have lodged a mediation request with the ISPA now as a measure of last resort. But even the ISPA seems but stumped by my problem, if I look at the email I just received from them. I have asked them to mediate with Axxess on my behalf. Even the Axxess offices are closed to the public, so I couldn't go and see anyone face to face. What I can't understand is why is my word not good enough for Frogfoot? I have cancelled with Axxess, they have confirmed it, and I have submitted a new application to Cool Ideas. Why isn't that enough? Don't I have rights, too, as the customer? I can't believe that one can simply be held hostage by something like this. My mind has boggled.
Click to expand...
Frogfoot state they don't have the cancellation from Axxess, so requesting the proof from Axxess is the easiest way to resolve.
 
PBCool said:
Frogfoot state they don't have the cancellation from Axxess, so requesting the proof from Axxess is the easiest way to resolve.
Click to expand...
I have done that. Support says "but the service has been cancelled". I just go round and round. And Frogfoot responded to my FB message by telling to me log a ticket with my ISP. Since I have cancelled with Axxess and my new application is pending with Cool Ideas, I seem to be between ISP's. I had to smile, though. A friend of mine just described this as a typical South African cluster****, and I can only agree.
 
Last edited:
gbotes said:
I have done that. Support says "but the service has been cancelled". I just go round and round. And Frogfoot responded to my FB message by telling to me log a ticket with my ISP. Since I have cancelled with Axxess and my new application is pending with Cool Ideas, I seem to be between ISP's. I had to smile, though. A friend of mine just described this as a typical South African cluster****, and I can only agree.
Click to expand...
Cool let me see what I can do from my side.
 
Thank you for listening and trying to help me. Whether you can or not, it means the world that you tried. That said, here's another little update on this. I managed to get Axxess to email their lines department after giving them some rather rude feedback on their website feedback email address. First they just told me the account is cancelled, as usual, but after I said Frogfoot said it's not been cancelled, they responded saying they would come back to me with a response. But by now I'm pretty sure they haven't cancelled the line with Frogfoot and that's why this problem has happened. I haven't heard anything more from them as yet. I also reached out to Frogfoot again via FB and after some back and forth chatting, a kind person there said they will also try to see if they can help. I cant think of anything else to try now, so I'm hoping for a breakthrough.
 
I thought I had breakthrough yesterday when my internet connection went totally dead, and my browser started displaying the Frogfoot logo. However, Cool Ideas has just informed me that there is still no cancellation from Axxess, and without that they can't proceed. By now, my sense of frustration is intolerable. I am thinking of giving up on fibre altogether. It is unconscionable that because an ISP did not process my cancellation request properly, my family and I can just be "stuck".
 
I'm in a somewhat similar boat, and started a thread about it here: https://mybroadband.co.za/forum/thr...ctice-when-it-comes-to-cancellations.1097366/

My internet service was terminated before the promised termination date rather than after, but for what it's worth, at least I'm dealing with an ISP who know that they are holding my fibre line hostage and promise to release it eventually rather than just a black hole of customer care.
 
Well, this afternoon I have some more hopeful news. Axxess DSL have finally replied to my ticket request and provided me with a Frogfoot cancellation ticket number. I have now forwarded this to Cool Ideas and I'm hoping that this is the light at the end of my long dark tunnel of frustration.
 
gbotes said:
Well, this afternoon I have some more hopeful news. Axxess DSL have finally replied to my ticket request and provided me with a Frogfoot cancellation ticket number. I have now forwarded this to Cool Ideas and I'm hoping that this is the light at the end of my long dark tunnel of frustration.
Click to expand...
Fibre hopefully still working?
 
thehuman said:
Fibre hopefully still working?
Click to expand...

No - my fibre stopped working on Friday afternoon around 14:30. I am currently investigating an LTE backup solution. I want to have something to fall back on so work and study can happen when I have issues like this or fibre outages in future.
 
FluffyGroovy said:
I'm in a somewhat similar boat, and started a thread about it here: https://mybroadband.co.za/forum/thr...ctice-when-it-comes-to-cancellations.1097366/

My internet service was terminated before the promised termination date rather than after, but for what it's worth, at least I'm dealing with an ISP who know that they are holding my fibre line hostage and promise to release it eventually rather than just a black hole of customer care.
Click to expand...
Geez, even that is quite bad though, especially if you are stuck with no connectivity in the interim.
 
OK,my progress so far: Axxess DSL finally provided me with a Frogfoot cancellation ticket number yesterday. My intended new ISP, Cool Ideas, has contacted me to say I am now in Frogfoot's "cooling off period", whatever that is. Seems strange that you have to give an ISP a calendar month's notice and then still go through a cooling off period with the fibre line provider. My mind continues to boggle at all the delays, and certainly I don't feel any cooler. But at least I'm better off than I was a week ago.
 
gbotes said:
OK,my progress so far: Axxess DSL finally provided me with a Frogfoot cancellation ticket number yesterday. My intended new ISP, Cool Ideas, has contacted me to say I am now in Frogfoot's "cooling off period", whatever that is. Seems strange that you have to give an ISP a calendar month's notice and then still go through a cooling off period with the fibre line provider. My mind continues to boggle at all the delays, and certainly I don't feel any cooler. But at least I'm better off than I was a week ago.
Click to expand...
We actually just had this discussion with FF, they are reviewing their "Cool off" period as it makes no sense. But that means you're nearly there.
 
PBCool said:
We actually just had this discussion with FF, they are reviewing their "Cool off" period as it makes no sense. But that means you're nearly there.
Click to expand...
Whew, I will be so relieved, that's for sure. I remain grateful to you and the Cool Ideas team for all your help and support.
 
PBCool said:
We actually just had this discussion with FF, they are reviewing their "Cool off" period as it makes no sense. But that means you're nearly there.
Click to expand...
How long does this cooling of period last ,
Op go dump some ice water on fibre line to get it cooler faster :)
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X