What is the correct process to switch fibre ISPs ?

Rouxenator

Rouxenator

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Clearly I am doing this wrong.

I have been with Cool Ideas since I got my line in 2019 with no issues on a 200/200 mbps package. I saw that Afrihost provided the service for a lower price and since I am a Afrihost client I decided to sign up for 200/200 mbps on their site. I selected the migration option.

Later that week I was informed they cannot proceed as the line is currently in use by another ISP. I replied and confirmed it is with Cool Ideas and I need them to switch me over. They said they can't without me cancelling first. So I requested to cancel my Cool Ideas service which would take effect on midnight the 31st of August.

I enquired with both Frogfoot and Afrihost about any possible downtime. That is something I cannot have - I need a seamless switch over.

In the meanwhile I get weekly emails saying my order cannot proceed as there is a tenant already using fibre at the address of my order. I inform them it is me and I need the line to be switched over. After each of these replies I am asked to provide a proof of address, proof of cancellation and a photo showing the current fibre installation.

Expecting the worst I put in leave at work for the 1st of September. I was not expecting switching ISPs to be a difficult issue, but just to be on the safe side.

This morning I woke up with no internet, the ONT shows no service. So I guess Cool Ideas cut me off a day too early. I email Afrihost about this and they were super helpful saying they will expedite the activation.

I called Frogfoot and they confirmed it was terminated by Cool Ideas and the line will be activated with in the next week. Then after asking if I can have this expedited I am put on hold until the call drops 18 minutes later.

In the middle of typing this I see the ONT shows there is service and I am asked for a phone number, get sent an OTP SMS and boom - I am on Afrihost.

WTF?

Is this normal?
 
Last edited:
WAslayer said:
It's the price you pay, just to save a few bucks..
Click to expand...
Thats so dumb. If the consumer can get a better price elsewhere then they should not be made to jump through hoops. Give the info they need. I have often wondered what needs to happen if you switch fibre providers. Seems like an unnecessary mission.
 
Rouxenator said:
Clearly I am doing this wrong.

I have been with Cool Ideas since I got my line in 2019 with no issues on a 200/200 mbps package. I saw that Afrihost provided the service for a lower price and since I am a Afrihost client I decided to sign up for 200/200 mbps on their site. I selected the migration option.

Later that week I was informed they cannot proceed as the line is currently in use by another ISP. I replied and confirmed it is with Cool Ideas and I need them to switch me over. They said they can't without me cancelling first. So I requested to cancel my Cool Ideas service which would take effect on midnight the 31st of August.

I enquired with both Frogfoot and Afrihost about any possible downtime. That is something I cannot have - I need a seamless switch over.

In the meanwhile I get weekly emails saying my order cannot proceed as there is a tenant already using fibre at the address of my order. I inform them it is me and I need the line to be switched over. After each of these replies I am asked to provide a proof of address, proof of cancellation and a photo showing the current fibre installation.

Expecting the worst I put in leave at work for the 1st of September. I was not expecting switching ISPs to be a difficult issue, but just to be on the safe side.

This morning I woke up with no internet, the ONT shows no service. So I guess Cool Ideas cut me off a day too early. I email Afrihost about this and they were super helpful saying they will expedite the activation.

I called Frogfoot and they confirmed it was terminated by Cool Ideas and the line will be activated with in the next week. Then after asking if I can have this expedited I am put on hold until the call drops 18 minutes later.

In the middle of typing this I see the ONT shows there is service and I am asked for a phone number, get sent an OTP SMS and boom - I am on Afrihost.

WTF?

Is this normal?
Click to expand...
We wouldn't have cancelled your service early it would be the FNO unless that was specifically requested.
 
PBCool said:
We wouldn't have cancelled your service early it would be the FNO unless that was specifically requested.
Click to expand...
Thanks for the correction - I suspected that was the case but could not get a direct answer from Frogfoot.

All is up and running now :thumbsup:
 
There was one hickup - it was awful quiet on the Xonotic server over lunch, then I got a couple of whatsapps asking where is the server....

After checking from my phone using mobile data I could not access any of the services I normal host - no web, no ftp, not rdp... nada.

After an hour of messing around I saw my DDNS had an incorrect IP. I was worried this is because Afrihost does not make use of a PPPoE connection so the router does not make the connection and instead gets and IP which could come from the ONT? However one call later to Afrihost I was assigned a legit public IP and is working now.
 
Groggyme said:
I have often wondered what needs to happen if you switch fibre providers. Seems like an unnecessary mission.
Click to expand...
This is something to cry about... I'm also switching, Web Africa to Afrihost. Order placed more than a month ago, but Afrihost cannot do anything until Web Africa released.

My service was cancelled last night (perfectly on time)

Today I find out, Afrihost only places the order on Vumatel when it is released by the old ISP. And it will take 48hours. Afrihost just confirmed I can expect it by Friday.

Something that should be an API call and take 10 seconds
 
Last edited:
Rouxenator said:
There was one hickup - it was awful quiet on the Xonotic server over lunch, then I got a couple of whatsapps asking where is the server....

After checking from my phone using mobile data I could not access any of the services I normal host - no web, no ftp, not rdp... nada.

After an hour of messing around I saw my DDNS had an incorrect IP. I was worried this is because Afrihost does not make use of a PPPoE connection so the router does not make the connection and instead gets and IP which could come from the ONT? However one call later to Afrihost I was assigned a legit public IP and is working now.
Click to expand...

Apologies for the issues experienced.

Let me know if you need any assistance.
 
With Vumatel and switched ISPs a few months back, also experienced downtime, but the new ISP was able to "do something" on their side after I showed them copies of emails from their sales guys saying "there will be no downtime experienced on my side" as proof and they got my internet up and running again so the downtime was only a few hours...

If I ever switch ISPs again I'll get a couple GBs of mobile data and have that as a backup until internet restores itself. Luckily I don't host anything locally so it's a lot simpler for me.
 
I'm in the middle of exactly this. Switched to Afrihost. Didn't think I would have downtime but it takes really long to "activate" my fibre line apparently.
 
Also in the middle of this switch on Vumatel. Switching from Vox to SADV and they can only place the order once the line has been released by Vox and Vox will only release the line on the last day of this month. So looks like i'm in for some downtime.
 
Cheens said:
Also in the middle of this switch on Vumatel. Switching from Vox to SADV and they can only place the order once the line has been released by Vox and Vox will only release the line on the last day of this month. So looks like i'm in for some downtime.
Click to expand...
Can you ask them to release your line a day or 2 earlier?
I done that without any issues.
 
Why does the process not take 5 minutes? I also phoned them twice now, today they promised it would be done by the end of the day. Still not done, it's just frustrating.
 
Rouxenator said:
I enquired with both Frogfoot and Afrihost about any possible downtime. That is something I cannot have - I need a seamless switch over.
Click to expand...
I'm surprised you don't have regular down time considering you are on frogfoot.
 
Mr Smooth said:
Can you ask them to release your line a day or 2 earlier?
I done that without any issues.
Click to expand...
Yeah looks like i have to come up with a solution for this as SADV just sends a screenshot that they cannot load an order. Vox sent a letter yesterday confirming the cancellation.

So i plan on sending this to both SADV and Vumatel to get the line released without dropping connectivity or having SADV create the account a day earlier.
 
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