Migrating from one ISP to another is very frustrating

thehuman said:
How long does this cooling of period last ,
Op go dump some ice water on fibre line to get it cooler faster :)
Click to expand...
If only I could. Notice to ISP on 6 Jun. They required a calendar month notice, so service could only be discontinued on 31 July. I was already quite cool towards them by then. I'm getting cooler and cooler towards fibre with all these delays and funny rules and regs. It's like the lockdown - a bit strange. Also, Frogfoot will only deal with an ISP. But their line is on my property and I want to be their customer, yet I can't deal with them directly and they won't help me directly. Stranger and stranger. But I guess fibre is a relatively new thing in SA, so perhaps these are all growing pains. I wonder how much revenue these delays cost ISP's and fibre line providers in the long run. I mean, while a line is there but not being used despite that the fact that somebody wants to use it, what does that cost and who pays? I'm probably just missing something.
 
This is surely something the ISP's must resolve amongst themselves ASAP. This is not how customer centric businesses should be run and paints them all in a bad light.
 
i was also considering moving to Cool Ideas from RSAweb, but after reading your experience, I am having 2nd thoughts.
 
Katelknaap said:
i was also considering moving to Cool Ideas from RSAweb, but after reading your experience, I am having 2nd thoughts.
Click to expand...
Well, Cool Ideas have helped me a lot. I am moving from Axxess DSL to Cool Ideas. So far, they have been very responsive to tickets and calls. Even on Facebook and here on this forum they have responded whereas trying to communicate with Axxess was like shouting into a void. The difficulty will be how your existing ISP and fibre provider handle your cancellation request, and whether or not your fibre provider has this weird cooling down period. By contrast, buying an LTE router and a SIM card was a snap. And setting it up was a cake walk. But the pricing is not as good as fibre in the long run, in my opinion.
 
I am now connected to the Cool Ideas network! A big thank you to Cool Ideas and Frogfoot for their efforts to get me connected. I needed a lot of help to get to this point, and I really appreciate it.
 
gbotes said:
I am now connected to the Cool Ideas network! A big thank you to Cool Ideas and Frogfoot for their efforts to get me connected. I needed a lot of help to get to this point, and I really appreciate it.
Click to expand...
Nice just before the weekend, may you enjoy your new internet.
 
gbotes said:
I am now connected to the Cool Ideas network! A big thank you to Cool Ideas and Frogfoot for their efforts to get me connected. I needed a lot of help to get to this point, and I really appreciate it.
Click to expand...

May I ask why you cancelled your Axxess service?
 
cavedog said:
May I ask why you cancelled your Axxess service?
Click to expand...
I felt I was not getting good service from Axxess. Response to support tickets started getting slower, and responses received were kind of unhelpful. Sort of vague one liners. Then, just before I decided to cancel, there were some service interruptions which took a long time to resolve. With these interruptions there was also never an estimated time of resolution. The one that decided me was a 2 day service interruption and my patience snapped when I finally got hold of Axxess support, and they calmly informed me that only their customers were affected for that length of time, no one else. The attitude seemed a bit cavalier to me, so I decided to call it quits.

Having learned from this experience, I am working towards getting an LTE backup solution in place to avoid problems with future service interruptions, and Heaven forbid, future ISP migrations.
 
FML
I am cancelling with Axxess too. Mine ends of September. I know its going to be a clusterfck.
That said, Cool Ideas isnt really the glorified helpful ISP they seem to try and portray in this thread. colleague of mine cancelled with cool ideas to move to Axxess. service was supposed to end end August from Cool Ideas. Magically Axxess took over the line and started the service mid August. Cool ideas billed for the full month of August. Axxess billed pro rata from mid August. Cool ideas refuses to refund for the half month. Both are blaming each other. Colleague is now stuck out of pocket for half a months internet.
 
ambroseg1 said:
FML
I am cancelling with Axxess too. Mine ends of September. I know its going to be a clusterfck.
That said, Cool Ideas isnt really the glorified helpful ISP they seem to try and portray in this thread. colleague of mine cancelled with cool ideas to move to Axxess. service was supposed to end end August from Cool Ideas. Magically Axxess took over the line and started the service mid August. Cool ideas billed for the full month of August. Axxess billed pro rata from mid August. Cool ideas refuses to refund for the half month. Both are blaming each other. Colleague is now stuck out of pocket for half a months internet.
Click to expand...
Your welcome to give me the details to investigate, typically we don't release lines at the middle of the month.
 
PBCool said:
Your welcome to give me the details to investigate, typically we don't release lines at the middle of the month.
Click to expand...
Will my colleague get her 50% refund from you when you investigate and find everything I have said to be true and correct??
 
ambroseg1 said:
Will my colleague get her 50% refund from you when you investigate and find everything I have said to be true and correct??
Click to expand...
As I say it typically doesn't work like that whereby we release a line midway through a month, the reason being is charging in advance for a service. So happy to investigate?
 
In the past moving from one isp to another isp via fiber was an easy task. then Openserve/Telkom had to go mess it all up with these holding pools and all these processes and it's rather silly. It can take up to 30 days to move to the holding pool and then you have to hope the ISP you're moving to does the correct paperwork and files it correctly with Telkom or you can kiss your line number goodbye and then have to get Telkom to come out and re/auth the line and whatever else.

It's one big toss pot. however! you can be given your login details to your new ISP while still having everything with another ISP. So if you're with Axxess and get a CI pppoe details and your plans are to move to CI then you can use your CI data portion with your Axxess line up until they release it and CI or whoever grabs it from Holding pool
 
PBCool said:
As I say it typically doesn't work like that whereby we release a line midway through a month, the reason being is charging in advance for a service. So happy to investigate?
Click to expand...
And this ^ type of response is why I won't touch your "services" with a barge pole.

I dont care if it typically happens or doesnt. Point is, it did happen. Cool Ideas blames Axxess, and Axxess in true useless fashion are clueless except for the half month pro rata invoice they sent the moment they had control of the line. Cool Ideas stated in writing service will end, end of August. That didnt happen. She got a half month's worth of Cool Ideas service. What's fair is fair. She should be refunded the other half month. It is not her fault between you, frogfoot and Axxess, its run like a spaza shop.
 
ambroseg1 said:
And this ^ type of response is why I won't touch your "services" with a barge pole.

I dont care if it typically happens or doesnt. Point is, it did happen. Cool Ideas blames Axxess, and Axxess in true useless fashion are clueless except for the half month pro rata invoice they sent the moment they had control of the line. Cool Ideas stated in writing service will end, end of August. That didnt happen. She got a half month's worth of Cool Ideas service. What's fair is fair. She should be refunded the other half month. It is not her fault between you, frogfoot and Axxess, its run like a spaza shop.
Click to expand...
Hence asking for the details, if we set the termination for month end and it was done sooner by the FNO the service would have stopped working, then logging a ticket with us would have exposed this. But what it sounds like is Axxess then took the service over.

I can't confirm any of this without any further information?
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X