Will downgrading my speed cause extra delays on my order?

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bar1

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Hi,
I logged a call very early this month with cool ideas advising them I'm moving to a new place, I asked what can I do to minimise my down time and I also asked for them to activate the line ASAP even before my moving date at extra cost to me.
The line was "activated" very quickly with an invoice if R330 or something , before my move, not a very high price to pay to be up and running.
I moved in, and no internet.
Cool ideas, of course blame the provider and I'm left with no internet and no feedback.
Had a similar issue last year with afrihost but at least they provided updates all the time and they were being honest to tell me the timelines (3 weeks). I'm worried it's the same situation.
I'm thinking downgrading my line to the minimum and get a 40gb SIM from afrihost.
Just worried that will cause extra delays now.
 
And I am aware I'm contradicting myself a bit, willing to pay extra before the move and now trying to save money, but I'm so annoyed with cool ideas I don't think they should benefit from this. I was willing to pay extra for good service.
 
bar1 said:
Hi,
I logged a call very early this month with cool ideas advising them I'm moving to a new place, I asked what can I do to minimise my down time and I also asked for them to activate the line ASAP even before my moving date at extra cost to me.
The line was "activated" very quickly with an invoice if R330 or something , before my move, not a very high price to pay to be up and running.
I moved in, and no internet.
Cool ideas, of course blame the provider and I'm left with no internet and no feedback.
Had a similar issue last year with afrihost but at least they provided updates all the time and they were being honest to tell me the timelines (3 weeks). I'm worried it's the same situation.
I'm thinking downgrading my line to the minimum and get a 40gb SIM from afrihost.
Just worried that will cause extra delays now.
Click to expand...
If it is activated you can downgrade. Change should take effect on the 1st unless if they have submitted debits to the bank already, then it will be at the end of next month I believe. That is how it works with Afrihost anyway.

Who is the FNO for the fibre?
 
There is no point in downgrading in a current month unless you are referring to January, and would this be for the new service?

As advised by the connect department, we placed the order as you required, feedback was it was active. But when trying to plug your device in, the service doesn't come up.

This is unfortunately not something we can foresee or manage and need to follow the respective process with the FNO. Which is what we are doing.

I am following up with the team around it as well.
 
So downgrading is a calander month? And upgrading?
 
bar1 said:
So downgrading is a calander month? And upgrading?
Click to expand...
Not quite a calendar, but it needs to be done before the 20th of the month.

The team is busy with the escalation of the line not working.
 
My thinking is, I'll get the slowest line for now, until all the issues are resolved, and get a SIM with data once everything is fine and my data is finished I can upgrade.
Also, I might have ordered a 200 line but I don't really have it yet.
 
bar1 said:
Hi,
I logged a call very early this month with cool ideas advising them I'm moving to a new place, I asked what can I do to minimise my down time and I also asked for them to activate the line ASAP even before my moving date at extra cost to me.
The line was "activated" very quickly with an invoice if R330 or something , before my move, not a very high price to pay to be up and running.
I moved in, and no internet.
Cool ideas, of course blame the provider and I'm left with no internet and no feedback.
Had a similar issue last year with afrihost but at least they provided updates all the time and they were being honest to tell me the timelines (3 weeks). I'm worried it's the same situation.
I'm thinking downgrading my line to the minimum and get a 40gb SIM from afrihost.
Just worried that will cause extra delays now.
Click to expand...
What has been the reason for the delay in activation? more often than not tenants of the old property fail to notify of moving or cancel the line before moving out leaving you to deal with it. Usually a back and forth with the ISP and FNO.

Honestly I'd stick it through cause if there is a problem past 100Mbps once activated the ISP can work to resolve, sadly I doubt one could move the line to a lower package without suffering penalties from the FNO. There is no smooth transition it's South Africa, if it isn't wireless it's a pain to work with the FNO. Get a afrihost lte line for a backup if this is really necessary work with it until they get it activated. Sadly we are still in the network pause period of the year so might be a delay if there needs to be a reinstallation of sorts.

Edit: this isn't really about good service and all, one needs to account that the ISP doesn't own fibre we merely rent it from the Fiber operators in the country. What it would seem is someone either marked it as activated and the paperwork wasn't done correctly and something happened (more than likely) and being it network freeze and all it is going to be delayed until we are all back at it again. This has occured to people I have assisted even if they aren't part of my network (Pretoria Wisp) so I'd just take my time there's really nothing one can do atm cause of the freeze period of the year... as irritating as it is for me to say that last part.

Last Edit I swear: Also I normally recommend clients that if you do plan on moving out to notify and follow-up with the ISP 2 Months prior to the actual date of moving, so that if something like this has occurred that the FNO and ISP have the time to rectify the matter.
 
Last edited:
It's part of moving. I had these issues too, the delays are usually with the FNO and the ISP can't really coordinate much with them until the ONT is connected. No major issues since with CISP though...
 
Big thanks to purple forest for calling me (!!!!!) and advising me to move the network cable from ge1 to ge2.
They also said they advised cool ideas of that yesterday already and followed up 3 times since until they decide to call me.
Big thanks to purple forest for this!
@PBCool I'm up and running but would like to know what happened
 
Interesting that the ont is only configured per port.
I was always under the impression I can use any port or even as a switch.
 
bar1 said:
Big thanks to purple forest for calling me (!!!!!) and advising me to move the network cable from ge1 to ge2.
They also said they advised cool ideas of that yesterday already and followed up 3 times since until they decide to call me.
Big thanks to purple forest for this!
@PBCool I'm up and running but would like to know what happened
Click to expand...
Great as per the PM this probably means they emailed someone directly, typically it should always be the first port.

Either way I'm glad you're up and running.

Not all ONTs are bridged to act as a switch.
 
And now my account is suspended for not paying the R330 amount.
 
I also wanted to say something about escalation.
If you escalating something 3 times and not getting feedback then you are not escalating anything.
Where I work, escalation is CALLING a maneger that will follow up and get a status update, saying no feedback on escalation can mean a breach of contract.
I would recommend looking at your escalation procedure with purple forest.
 
bar1 said:
And now my account is suspended for not paying the R330 amount.
Click to expand...
Hi there, apologies for any inconvenience. Could you also share your ticket ref with me so that I can have a look? or adding me to the PM?

bar1 said:
I also wanted to say something about escalation.
If you escalating something 3 times and not getting feedback then you are not escalating anything.
Where I work, escalation is CALLING a maneger that will follow up and get a status update, saying no feedback on escalation can mean a breach of contract.
I would recommend looking at your escalation procedure with purple forest.
Click to expand...
We have strict escallation matrix's provide by FNO's, with contacts to reach out to. Should the first escallation level not respond, we move to the next, and so on.

Since it's the festive season, it could be that they are on skeliton staff, including management. But unfortunately we have to adhere to their processes, and rech out to those respective contacts for such cases.
 
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