Openserve router not connecting, Telkom passes the buck

MarlizeVH24

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Jun 12, 2024
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We got a Openserve fibre installation with a router and supposedly free internet for 1 month but then we subscribed for a faster download we had to pay upfront, which we did.
Since paying for our Telkom service, the router does not connect to the internet.
We have phoned Telkom over and over to have every person we speak to, tell us that they do not pick our router up on their network.
Openserve is just ignoring our requests for assistance.
There is no options to remove the banking details for payment on either the Telkom portal or Openserve app.
 
We have phoned Telkom over and over to have every person we speak to, tell us that they do not pick our router up on their network.

Try to log a fault on the app/portal (or via sms) and see who responds.

Also, if you could locate the unique "B" number of your ONT device, that could possibly identify your installation/provider.
 
I know you probaby did, but just making sure -

Did you check all the fiber cables if they are not loose (connected properly from ONT/Router to pc/laptops, network cables plugged properly, WiFi is activated on the router, devices are powered on etc?

If all that is ok, try switching off and then turn on 15 mins later.

If that all fails, then call Telkom Internet help on 10210 and give them your B-Number. Just tell them you have no internet and everything is plugged in properly.
 
Router or ONT?

Openserve doesn't give out routers.

If you've confused those two maybe there isn't a router and that's why Telkom rightfully isn't picking it up.
 
Router or ONT?

Openserve doesn't give out routers.

If you've confused those two maybe there isn't a router and that's why Telkom rightfully isn't picking it up.
From the OP he says he had a connection before upgrade. If there is no router involved when that connection was active it might be Web Connect with an all-in-one device.

The speed upgrade might also have required an ISP and ending of the free month promo. Openserves app shows who the ISP is AFAIK, I could be wrong.

The B number is your best bet to see if there is an active service with Telkom.
 
It’s not actually clear that it ever worked, hence my statement.

Always safer to get all information up front as trivial as it may seem as I’ve seen some shockingly obvious reasons for things not working…down to the power not being plugged in or on.

But yes Openserve and/or Telkom should have just asked for the B-number by now.
 
Openserve does not deal directly with the public so you're wasting your time trying to contact them. You need to go through your ISP.
 
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