Moving property need to move BF 500/200 line with me

Joka69

Expert Member
Joined
May 17, 2013
Messages
2,974
Reaction score
275
Location
Westbound...
Hi @PBCool @TheRoDent and the rest of the cool ideas support team.

Please advise how and if possible for me to move my current CISP package from my current house to a new property?

Current property is Vumatel Aerial fibre. New place is trenched, also Vumatel.

Package was a BF Special 500/200 for R599. I really am hoping I can move with that package?
 
Hi @PBCool @TheRoDent and the rest of the cool ideas support team.

Please advise how and if possible for me to move my current CISP package from my current house to a new property?

Current property is Vumatel Aerial fibre. New place is trenched, also Vumatel.

Package was a BF Special 500/200 for R599. I really am hoping I can move with that package?
Hi There, unfortunately this is not possible. Vumatel ran that special only during that time, and is non Transferrable.
 
Hi There, unfortunately this is not possible. Vumatel ran that special only during that time, and is non Transferrable.
This is not correct. The terms of the deal as advertised by Cool Ideas specifically state the following: “customers eligible for Black Friday special will remain on the product’s pricing and speed in perpetuity if they do not cancel nor upgrade/downgrade” A move to a different location is not a cancellation, upgrade or downgrade. If Cool Ideas won’t agree to move your deal to a new location then they should be reported to Icasa to be sanctioned by them.
 

Attachments

  • IMG_6760.png
    IMG_6760.png
    859.4 KB · Views: 43
This is not correct. The terms of the deal as advertised by Cool Ideas specifically state the following: “customers eligible for Black Friday special will remain on the product’s pricing and speed in perpetuity if they do not cancel nor upgrade/downgrade” A move to a different location is not a cancellation, upgrade or downgrade. If Cool Ideas won’t agree to move your deal to a new location then they should be reported to Icasa to be sanctioned by them.
A fibre connection is tied to a property, so if you move I would assume it gets cancelled at the old property and new connection at the new property. You may be able to argue a transfer to a new owner of the old property keeping the special however but who knows don't think would win that fight
 
A fibre connection is tied to a property, so if you move I would assume it gets cancelled at the old property and new connection at the new property. You may be able to argue a transfer to a new owner of the old property keeping the special however but who knows don't think would win that fight
There is a legal difference between moving to a different location and a cancellation. Cool Ideas is trying to force you to cancel so that they do not have to continue to give you the special pricing.
A transfer to a new owner would legally result in them being entitled to cancel the deal. They are applying their own rules to bypass their legal obligations.
 
There is a legal difference between moving to a different location and a cancellation. Cool Ideas is trying to force you to cancel so that they do not have to continue to give you the special pricing.
A transfer to a new owner would legally result in them being entitled to cancel the deal. They are applying their own rules to bypass their legal obligations.
There is no way to move a service from fibre providers. It is a cancellation and a new application.
 
@PBCool @TheRoDent - please can you explain why Cool Ideas is not keeping to its legal obligation to move your customer from one location to another without forcing them to cancel their existing contract/deal and take out a new contract/deal
 
There is no way to move a service from fibre providers. It is a cancellation and a new application.
It is the same service provider - Vumatel. Its the same customer. Its the same line size (not an upgrade or downgrade). Just different premises/locations. Why are you not adhering to the terms that where published when you offered the Black Friday special?
 
It is the same service provider - Vumatel. Its the same customer. Its the same line size (not an upgrade or downgrade). Just different premises/locations. Why are you not adhering to the terms that where published when you offered the Black Friday special?
Hi, as mentioned, there is no technical way provided by the FNO to move services. Therefore it is impossible for us to move a service. Therefore, it is a cancellation which then terminates the BF special.

This isn't something we don't want to do, we would happily move services if we could, this would make our lives much easier.

Vumatel only offered moves right in the beginning with VNX but done away with the feature once they integrated the aerial/fibrehoods network. From there on it is a cancel and reapply process.
 
Hi, as mentioned, there is no technical way provided by the FNO to move services. Therefore it is impossible for us to move a service. Therefore, it is a cancellation which then terminates the BF special.

This isn't something we don't want to do, we would happily move services if we could, this would make our lives much easier.

Vumatel only offered moves right in the beginning with VNX but done away with the feature once they integrated the aerial/fibrehoods network. From there on it is a cancel and reapply process.
I have spoken to Vumatel and they confim that it is the service provider (in this case Cool Ideas) that make the decision on keeping the deal or not. They state that they are not forcing you to treat the relocation as a cancellation on your side. According to Vumatel the service provider make the decision as to continue with the deal or not. I have other lines that were signed up with some of your competitors using the same Black Friday special and there was no problem moving the deal to a new location if it was on the same Vumatel network.
 
I am facing the same issue here.

I contacted Cool Ideas asking to relocate my fibre line as I plan to move to a new house.

The staff at Cool Ideas told me that I have to cancel my current subscription in order to move and they will not honor my current subscription or relocate my service at the agreed price.

I have read every agreement I signed, every term and every condition.
Nowhere in any of the documentation does it state that relocating my service would result in cancellation of my deal.

Further to that, the deal specifies that the customer will remain on the products pricing and speed in perpetuity if they do not cancel, upgrade or downgrade. As they specify that it is the customer that will remain on the pricing and not the customers location, a relocation of a customer should not result in a cancellation from a legal perspective. A move to a different location is not a cancellation, upgrade or downgrade.

I have spoken to their staff multiple times, their staff were rude, to the point that they spoke over me when I was trying to explain my problem. Their staff ignored my questions and just told me they could relocate me to a 25/25 line for a similar price.
 
@PBCool from my experience and the experiences from the other people in this thread It seems as though you do not want to honor your legal agreement with your customers, and do not want to retain your customers.

Your advert and agreement says in perpetuity for a customer, not location - so by forcing a customer cancellation you are not honoring your legal agreement. Complaints should be made to ICASA and CCMA.
 

Attachments

  • Cool Ideas Advert.jpg
    Cool Ideas Advert.jpg
    114.5 KB · Views: 46
@PBCool from my experience and the experiences from the other people in this thread It seems as though you do not want to honor your legal agreement with your customers, and do not want to retain your customers.

Your advert and agreement says in perpetuity for a customer, not location - so by forcing a customer cancellation you are not honoring your legal agreement. Complaints should be made to ICASA and CCMA.
When they refused to transfer your line are they also trying to force you to give a calendar months notice to cancel your line ?
If the line was transfered as requested there would be no need to give notice so just another way that Cool Ideas are trying to make more revenue out of us.
 
When they refused to transfer your line are they also trying to force you to give a calendar months notice to cancel your line ?
If the line was transfered as requested there would be no need to give notice so just another way that Cool Ideas are trying to make more revenue out of us.
Yes they wanted a calendar month, they also effectively threatened me with a double billing because the new line and the old line will overlap, and they will not relocate my service.
 
Yes they wanted a calendar month, they also effectively threatened me with a double billing because the new line and the old line will overlap, and they will not relocate my service.
Really poor service - not what I had come to expect of Cool Ideas who normally used to be customer focused. Not sure what has changed.
 
Hi All, to clarify these terms are all on the back of what the FNO offers. If we have to move a line, the process from the FNO is to cancel said service. There is no way to "move" a service.

I am discussing with product and Vumatel as to what the options are, but it will more than likely be as per the above it triggers a cancellation and so the promo gets lost.

If you want to cancel a service once again Vumatel requires a calendar months notice.
 
Last edited:
Hi All, to clarify these terms are all on the back of what the FNO offers. If we have to move a line, the process from the FNO is to cancel said service. There is no way to "move" a service.

I am discussing with product and Vumatel as to what the options are.

If you want to cancel a service once again Vumatel requires a calendar months notice.
We do not want to cancel. We just want Cool Ideas to honour the agreement that was signed with them based on the advertised services and conditions when we purchased the Black Friday Special. Your agreement with Vumatel is seperate to the agreement that you have with your users where you offered the deal in perpetuity as long as your customer does not "cancel nor upgrade/downgrade" their services. The wording specifically refers to the "customer". There is no mention that moving the service to a different location for the same customer (still serviced by Vumatel) FORCES Cool Ideas to cancel the deal.

If you want to cancel a service once again Vumatel requires a calendar months notice.
The deal also refers to "month to month" - not "calendar month to calendar month"

We have been very happy with Cool Ideas up to this point where it comes across that you want to force us to cancel the service and take out a new "more expensive" option instead of honouring your legal obligations.

I am discussing with product and Vumatel as to what the options are.
The correct option is to honour your agreement with your clients
 
We do not want to cancel. We just want Cool Ideas to honour the agreement that was signed with them based on the advertised services and conditions when we purchased the Black Friday Special. Your agreement with Vumatel is seperate to the agreement that you have with your users where you offered the deal in perpetuity as long as your customer does not "cancel nor upgrade/downgrade" their services. The wording specifically refers to the "customer". There is no mention that moving the service to a different location for the same customer (still serviced by Vumatel) FORCES Cool Ideas to cancel the deal.

If you want to cancel a service once again Vumatel requires a calendar months notice.
The deal also refers to "month to month" - not "calendar month to calendar month"

We have been very happy with Cool Ideas up to this point where it comes across that you want to force us to cancel the service and take out a new "more expensive" option instead of honouring your legal obligations.

I am discussing with product and Vumatel as to what the options are.
The correct option is to honour your agreement with your clients
Unfortunately as mentioned these are the terms set out by the FNO and not ourselves.
 
Hi xxxx and xxxxx



I discussed the mentioned customer complaint with xxxxxx this morning.



According to our business rules for the Black Friday 2022 promo, this is not allowed and is also not possible from a system perspective.

Any change in the premise on our end requires a termination and a new order. Furthermore, this product is no longer available in our system as it was discontinued after the promotion.

If the customer can confirm which ISP or Vuma representative indicated that this is allowed, we can take this matter further. Otherwise, there is little we can do, as it is covered by our terms and conditions.



Kind regards,
 
Top
Sign up to the MyBroadband newsletter