Openserve Line Migration Maddness

Ares1000101 said:
So here's my kak.
Maybe I was noob, but yesterday Afrihost tell me my Openserve line was canceled. They need to investigate why.
I nag them today. And they tell me it is because I gave them my B number from my old premises.

Now, how would I give them any other B number? The place I moved to has fibre installed, but there is no way for me to know this B number?
Am I Retard?

I still think they are wrong. Surely a migration is to migrate from one place to another with existing h/w and b number?

Is someone able to clarify?
Click to expand...

FWIW, I'm also trying to migrate from Afrihost (OpenServe) to CISP.

Before I cancelled with Afrihost, I was told by CISP to follow this procedure:

Please follow these steps to migrate your Openserve line:

  1. Please process a cancellation with your ISP (this usually has a calendar months' notice)
  2. Please place an order with us on the last day of your cancellation and send us your B- Number:
    Please see the below link which includes all the prices and packages we offer for Openserve:
https://www.cisp.co.za/ftth/openserve-residential/

  1. Once we have taken over your line we will activate your services :)
NB:

We can't take over Telkom lines on Openserve, it must be handled as a completely new order. Therefore, on the application form, please include the Openserve monthly line rental and state that the CPE has not been installed so that we can place an order for the CPE to be swapped out.
Click to expand...

I cancelled with Afrihost on 31 May 2019 and received email:

What happens to my Fibre Line?

You Fibre Line will be deactivated on 2019-06-01 and you will no longer be able to connect to the internet. If you choose to switch to another Internet Service Provider which is compatible with your current Fibre Line, your line will be re‑activated by them.
Click to expand...

So placed order with CISP, who said:

We have submitted an order on your behalf to Openserve and they will be in contact with regards to the installation of your Fibre Line.

Please see your Openserve order reference: 2********A

The estimated turnaround times is 2-3 weeks for an installation, please note that this is just an estimated turnaround time and it could happen much quicker.

Once Openserve has completed installing Fibre Line they will provide you with a B-Number for the installation and as soon as you have this B-Number please reply to this mail so we may activate your line.
Click to expand...

But then another email from CISP makes it sound like they just need to "take over" the old B-number:

Good Day

I trust you are well!

Kindly note

We have tried taking Over your B number it still states that your Line is with another ISP we will try and Take it over throughout the Day
Click to expand...

So now I'm somewhat confused. I'm apparently supposed to either:

a. Wait for an OpenServe guy to come swop out my ONT (?) and then provide the new B-number to CISP; or
b. Wait for Afrihost/OpenServe to release my old B-number into the "holding pool" and then wait for CISP to migrate it

YMMV.
 
May I suggest that the OP give us feedback as things happen for him. Then you can see that there are staff at Bitco Home Fibre that can definately help.

For those of you that want to get the ball rolling sooner, please complete the application:

https://www.bitco.co.za/home-fibre-sign-up-mybb/

Or alternatively send me your name and contact number so I can pass it on to the right person at Bitco, then they can call you. :)

Remember Bitco Home Fibre offers uncapped, unshaped and unthrottled internet and for thoae that go straight to the Bitco site PLEASE MAKE SURE TO USE MYBB AS THE PROMO/AGENT CODE, in order for the staff at Bitco to know how you got to sign up. Thanks :)
 
While Bitco is currently still a smaller player in the fibre provider field for home products they havr been going for years evolving their business as the market changes, at first they offered a line of sight wifi and kept adapting.

Before Bitco started their Home Fibre division they refined things with their business customers. Bitco have even laid a few cables themselves.

Bitco Business and Bitco Home Fibre offer only the best to all their clients.
 
SarelSeemonster said:
FWIW, I'm also trying to migrate from Afrihost (OpenServe) to CISP.

Before I cancelled with Afrihost, I was told by CISP to follow this procedure:



I cancelled with Afrihost on 31 May 2019 and received email:



So placed order with CISP, who said:



But then another email from CISP makes it sound like they just need to "take over" the old B-number:



So now I'm somewhat confused. I'm apparently supposed to either:

a. Wait for an OpenServe guy to come swop out my ONT (?) and then provide the new B-number to CISP; or
b. Wait for Afrihost/OpenServe to release my old B-number into the "holding pool" and then wait for CISP to migrate it

YMMV.
Click to expand...
I decided to whatsapp help with 2 different Afrihost agents. First one says when you apply you must use a new B number when you fill in the form. I told her where do I get this new B number? She says, then rather sign up as new product

2nd person says fill in migrate form with current B number. They will then migrate it to new premises. And then a technician will bring a new ONT.

So 2 different stories. Back to the lady that I spoke to at Fibre support, I got the message that I need the B number at the new premises. Surely then, if it's linked to premises, they can pick it up? Openserve that is.
 
At home there is Vumatel fibre.
I used the mybb speed test app on my phone.
Obviously that is then using wifi,
And I'm in the next room with a thick wall inbetween.

We pay Bitco for 20down, 2 up fibre on Vumatel.

Screenshot_20190604-211820.png
 
I have good news.
I spoke to a clued-up Aya Buleya/Buyeya from Afrihost, and asked him to explain what a migration entails. I then used this info to fix up the mess, and I should hopefully be connected by end of day.

To do a a migration, the following is required(Openserve, mind you) :
  • The ONT(Huawei/Nokia) from the premises you are moving too. DO NOT try bring your ONT to your new place. it won't work.
  • The B number assigned to this ONT. NOT your B number you were given for your old premises. I managed to contact the old tenant, got his ISP details, phoned them and got the B number.
  • The B number must be released to the holding pool. If it is cancelled, it won't work. BUT WAIT! ISPAfrika, (old tenants ISP) confirmed the B number had been cancelled, but it won't be a problem, Openserve can connect it again. So i tried anyway and Afrihost said they were able to assign the B number, and it should go live within a few hours.
All that is left is for me to drive to old tenant who thankfully said I can come get the ONT which he took with him.
 
MDKza said:
Hi guys,

Thought I'd share my story with you.

Mid March 2019
  • I did the months notice cancellation with Axxess, that happened fine and the line was cancelled. Cancellation date was 1 May 2019.

29 April 2019
  • Received B number from Axxess forwarded it on to Cool Ideas. They confirm when the line is released they will take it over.

1 May 2019
  • Ask CI for confirmation if line is taken over. No response.

2 May 2019
  • Cool Idea's confirmation that line was attempted to be taken over but hasn't been released.
  • Call logged with Axxess they say line release is still executing.

3 May 2019
  • Ask for an update from Axxess regarding release - Axxess responds saying there is no update.
  • Got a cancellation SMS from Telkom/Openserve - asked Axxess for an update.
  • Axxess confirm the line has been released.
  • On the same ticket I inform CI that line has been release.
4 May 2019
  • Ask CI for an update - No response.
5 May 2019
  • Ask CI for an update - No response.
6 May 2019
  • Ask CI for an update - "Please note that we have submitted the receive of ownership and requested that Openserve assist in pushing same through manually as soon as we have the confirmation that the line is 100% with Cool Ideas we will activate the service."
10 May 2019
  • Ask CI for an update - No response.
11 May 2019
  • CI responds saying case has been escalated to their service manager.
13 May 2019
  • Ask CI for an update - No response.
14 May 2019
  • CI responds saying, "Openserve confirmed that the line is still with your previous ISP."
15 May 2019
  • Respond on Axxess ticket asking for confirmation of release line - they say its been released.
  • I ask for proof - they give me the order number from Telkom.
  • Send order number to CI and they ask if the case is "executing" or "done"
  • I ask Axxess - no response.
16 May 2019
  • Axxess confirms the status shows done.
  • I respond to CI saying the status is done.
  • CI respond, "Please note that we have escalated the matter further with Openserve. As soon as we have further feedback we will advise you accordingly."
19 May 2019
  • Ask CI for update - no response.
20 May 2019
  • CI responds, "Openserve had a system error were multiple orders got stuck in their system. They have confirmed that the order was escalated to their commercial department for manual assistance in pushing the order through. I have requested feedback and should we not have same by 10 am this morning I will call Openserve."
  • I ask CI for feedback.
  • CI responds, "We have escalated this with Openserve as stated below, we will provide feedback soonest when it has been provided from Openserve."
23 May 2019
  • I ask CI for feedback.
  • CI responds, "Please note that we are still waiting for feedback from Openserve. As soon as we have feedback, that is when we will be contacting you."
27 May 2019
  • I sent to CI, "Please can I get an ETA for this? this is taking far too long. Please give me the reference number with Openserve."
  • CI responds, "We apologise for the inconvenience and the frustration caused. Please note that we have requested feedback from Openserve with regards to your order and as soon as we have have feedback, that is when we will be contacting you. Please note that we have made this a matter of urgency."
  • I respond, "Please give me the reference number with Openserve."
  • I respond again after 3 hours, "Please give me this ref number?"
  • CI responds, "Please see Order number 222441808A"
  • At this point I ask MyBB reps, some people I know at Telkom (they all respond with "your ISP has to take this up with Openserve")
  • I laugh/cry cause technically at this point I have no ISP.
29 May 2019
  • Ask CI for update - no response.
30 May 2019
  • CI responds, "We have not received any feedback as yet we do apologise for the inconvenience caused"
31 May 2019
  • Ask CI for update
  • CI responds, "Thank you for your patience regarding this order. This mail is to inform you that there is no feedback as of yet however we have followed up with the fibre line provider. As soon as we have information we will be in touch."
  • I ask CI for their service delivery manager to phone me - no response.

I have learnt a few things:
  1. I am too persistent.
  2. I expect too much from people.
  3. LTE is expensive.
  4. Don't use Telkom unless you absolutely have to.
  5. Don't ever transfer a line to another ISP.
  6. At this point I wish I never transferred.
  7. It's never been so hard to get someone to take my money from me.
Click to expand...
In the stuff you have learnt.....you dont blame CI anywhere?
 
Ares1000101 said:
I have good news.
I spoke to a clued-up Aya Buleya/Buyeya from Afrihost, and asked him to explain what a migration entails. I then used this info to fix up the mess, and I should hopefully be connected by end of day.

To do a a migration, the following is required(Openserve, mind you) :
  • The ONT(Huawei/Nokia) from the premises you are moving too. DO NOT try bring your ONT to your new place. it won't work.
  • The B number assigned to this ONT. NOT your B number you were given for your old premises. I managed to contact the old tenant, got his ISP details, phoned them and got the B number.
  • The B number must be released to the holding pool. If it is cancelled, it won't work. BUT WAIT! ISPAfrika, (old tenants ISP) confirmed the B number had been cancelled, but it won't be a problem, Openserve can connect it again. So i tried anyway and Afrihost said they were able to assign the B number, and it should go live within a few hours.
All that is left is for me to drive to old tenant who thankfully said I can come get the ONT which he took with him.
Click to expand...

Yes that is how it works actually. If you move to new property/address it's not a migration it's a new install (unless it's already been installed and you have the ONT and the B number that was cancelled by the previous tenant). You cancel where you are moving from and LEAVE THE ONT AT THE PROPERTY. The new address if they had fibre installed ask them to leave the ONT there and get the B number because they can't take it with them so no point keeping the ONT or refusing to give the B number.

If you fail you would have to trigger a new install and Openserve will install a new ONT.
 
Got home, plugged in ONT that I collected from old tenant.

BOOM! 2 minutes later get an sms saying fibre activated!
BOOM! Get pro-rata invoice and sms for money deducted. the billing department don't eff around.
BOOM! Getting 100/50 on my 40/20 package :laugh: :ROFL:

It's been a long 5 weeks, but I'm relieved!
 
Ares1000101 said:
Got home, plugged in ONT that I collected from old tenant.

BOOM! 2 minutes later get an sms saying fibre activated!
BOOM! Get pro-rata invoice and sms for money deducted. the billing department don't eff around.
BOOM! Getting 100/50 on my 40/20 package :laugh::ROFL:

It's been a long 5 weeks, but I'm relieved!
Click to expand...


Good luck with the Afrihost fair use policy...
 
Well, I have just joined this thread then - WebAfrica to Cool Ideas attempt,turning out to be an absolute disaster in the making. OpenServe seems to be the issue here, my timeline:

- 30 April - Inform WebAfrica to cancel my account with them and I give them one month notice. Their FUP and pricing is irritating when comparing them to the likes of CISP. I have other accounts with CISP and these are great, so why stick with WA anyway?
- Somewhere in May I receive may latest invoice from WebAfrica - all, good the service cancelled does not reflect, so it has been cancelled
- 31 May - I confirm with WebAfrica that the Fibre line is in the holding pool - they claim it is
- 1 June - Phone CISP again - ready to sign up! surprize, the Fibre line is not in the holding pool
- 1 to 6 June - Spend hours on the phone with WebAfrica and OpenServe.
Eventually OpenServe respond via Twitter.
WebAfrica only placed the request for the line to go into the holding pool on 31 May, not 30 April as they should have.
Phone WebAfrica and tell them to schedule a immediate release. After a argument they claim they did this.
Phone OpenServe again - sorry sir, it takes 30 days and there is nothing they can do to escalate this and make it happen faster. I emailed OpenServe the WebAfrica reference number anyway - who knows, perhaps I get lucky.

My lessons learned so far?
- Switch Fibre ISPs is impossible
- WebAfrica should schedule the Fibre line upon customer cancellation into the holding pool. This takes 30 days to happen with OpenServe
- OpenServe will stick to their protocol and rather not provide a service.
- There is nothing I can do now - moving to a new ISP has resulted in 1 month of no service...will see at the end of the month if I can even get a service.
- I went from having fibre to forking out $$$ for mobile data now....
- This entire line switch process is f-uped....and needs to be reviewed and addressed by ISPs and Fibre providers to come to a solution....essentially customers are being held ransom by protocol and the freedom to move between ISPs seems to not exist. Month to Month contracts now makes sense, because once signed up, you cannot leave anyway.

I am actually calmly VERY frustrated and p--sed off with this whole process.
 
MainMeat said:
Well, I have just joined this thread then - WebAfrica to Cool Ideas attempt,turning out to be an absolute disaster in the making. OpenServe seems to be the issue here, my timeline:

- 30 April - Inform WebAfrica to cancel my account with them and I give them one month notice. Their FUP and pricing is irritating when comparing them to the likes of CISP. I have other accounts with CISP and these are great, so why stick with WA anyway?
- Somewhere in May I receive may latest invoice from WebAfrica - all, good the service cancelled does not reflect, so it has been cancelled
- 31 May - I confirm with WebAfrica that the Fibre line is in the holding pool - they claim it is
- 1 June - Phone CISP again - ready to sign up! surprize, the Fibre line is not in the holding pool
- 1 to 6 June - Spend hours on the phone with WebAfrica and OpenServe.
Eventually OpenServe respond via Twitter.
WebAfrica only placed the request for the line to go into the holding pool on 31 May, not 30 April as they should have.
Phone WebAfrica and tell them to schedule a immediate release. After a argument they claim they did this.
Phone OpenServe again - sorry sir, it takes 30 days and there is nothing they can do to escalate this and make it happen faster. I emailed OpenServe the WebAfrica reference number anyway - who knows, perhaps I get lucky.

My lessons learned so far?
- Switch Fibre ISPs is impossible
- WebAfrica should schedule the Fibre line upon customer cancellation into the holding pool. This takes 30 days to happen with OpenServe
- OpenServe will stick to their protocol and rather not provide a service.
- There is nothing I can do now - moving to a new ISP has resulted in 1 month of no service...will see at the end of the month if I can even get a service.
- I went from having fibre to forking out $$$ for mobile data now....
- This entire line switch process is f-uped....and needs to be reviewed and addressed by ISPs and Fibre providers to come to a solution....essentially customers are being held ransom by protocol and the freedom to move between ISPs seems to not exist. Month to Month contracts now makes sense, because once signed up, you cannot leave anyway.

I am actually calmly VERY frustrated and p--sed off with this whole process.
Click to expand...

Sounds like we need a support group. Welcome!
 
So I wonder if it would have have been worth the while to simply schedule a new installation? New ONT = new B-number, right?
 
So reading all of this just confirms my views on allowing the ISP to handle line infrastructure from a 3rd party on your behalf.

DONT do this ever! Contract directly with the infrastructure provider for the fibre connection. ALWAYS, and don't ever transfer that away from that provider.

THEN you are free to chop and change ISP's whenever you like with the least amount of effort.
Frankly, all of you have only yourselves to blame for your problems. Just as was the case with ADSL.


IF the fibre provider is Openserve, THEN deal with Telkom and DO NOT change until you cancel. If you move to a new address AND that address is also served by the same fibre provider, attempt the transfer. Otherwise, simply cancel and be done with it and install anew.

Understand what the "B Number" means. The "B Number" is location specific and CANNOT be transferred.
 
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