Switching ISPs on SADV (now Vumatel)

[Pada]

Hi all,

What is the typical time that it should take to switch from one ISP to another on Vumatel?

SADV originally installed my fibre line and I gave notice of the cancellation to my previous ISP in September, resulting in my fibre Internet stopping end of October.
It has now been over 10 days since I've signed up with Axxess and my fibre line is still not even reactivated.

Is this normal that it would take this long to reactivate an existing fibre line when switching ISPs? I have tried escalating the matter on a daily basis with Axxess with no real progress. I have even resorted to PM Vumatel on Twitter, since they don't seem to do tier 1 support.

Is there anything that I can do from my side to speed up the process?

Thank you in advance!

 

[Jaseyyxx]

Hi all,

What is the typical time that it should take to switch from one ISP to another on Vumatel?

SADV originally installed my fibre line and I gave notice of the cancellation to my previous ISP in September, resulting in my fibre Internet stopping end of October.
It has now been over 10 days since I've signed up with Axxess and my fibre line is still not even reactivated.

Is this normal that it would take this long to reactivate an existing fibre line when switching ISPs? I have tried escalating the matter on a daily basis with Axxess with no real progress. I have even resorted to PM Vumatel on Twitter, since they don't seem to do tier 1 support.

Is there anything that I can do from my side to speed up the process?

Thank you in advance!

@pinball wizard can help

 

[Pada]

Thank you @Jaseyyxx. I've now sent pinball wizard a PM.

 

[Pada]

So Vumatel came back via Twitter stating that my previous ISP still had the line active, however my previous ISP previously confirmed they successfully cancelled and released the line with SADV. So I'd guess that the integration between SADV & Vumatel is where the issue is at.

Now I'm hoping with the assistance from Pinball Wizard and me escalating the issue again with the previous ISP they'll sort it out soon.

 

[Jaseyyxx]

So Vumatel came back via Twitter stating that my previous ISP still had the line active, however my previous ISP previously confirmed they successfully cancelled and released the line with SADV. So I'd guess that the integration between SADV & Vumatel is where the issue is at.

Now I'm hoping with the assistance from Pinball Wizard and me escalating the issue again with the previous ISP they'll sort it out soon.

Exactly that, pinball mentioned a few times the adresses were not all loaded onto vuma correctly

 

[Pada]

So it eventually turned out that Vumatel had a backend issue that resulted in my previous ISP still appearing to have an active service on Vumatel and thus preventing Axxess from activating the line with them. I only managed to get this information from Vumatel on Twitter on Monday (15 days into this issue).

After endless escalations with Axxess I now finally have my fibre Internet working 17 days later. Like even after Vumatel sorted out the backend issue, Axxess then wrongfully requested a new line request instead of activating an existing fibre connection.

So I would say that it should be possible to switch within 24 hours if you bug them enough and if there aren't any system errors like I experienced...

In my view Axxess should have done way more from their end to resolve this issue on their own and not depend on me escalating stuff directly to Vumatel via Twitter. So they completely ruined their reputation that I have associated with them previously.

Thank you Jaseyxx & Pinball Wizard for the assistance!