Zoom Networks

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mkachwee

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Hi guys, just wanted to find out if anyone is in the same boat as I am.

Saw a post on HelloPeter yesterday regarding the same issue.

I signed up with the ISP Zoom Networks earlier this year, 2 weeks ago there were issues and our line went down for 3 days, then last week again for another 4 days. Magically they changed their helpline to a new email ticketing system. Somehow managed to get hold of a technician who constantly blamed the "upstream provider" for issues. After bugging these guys constantly for 3 days, the technician finally referred me to Gigawave, another ISP who indicated that Zoom are actually a reseller of their fiber product.

That being said, Zoom broke a contractual obligation with Gigawave who cut off services to all existing Zoom clients. No information was shared by Zoom to their customers, no email was sent to myself, but apparently email notifications were sent to Vumatel clients, I am with TT Connect. Gigawave indicated that we should migrate our account to them, and immediately cancel the contract with Zoom.

Zoom have not responded since regarding any feedback or acknowledgement of the cancellation. There is a cancellation fee associated with early cancellation according to their T's and C's. But no communication was provided to us, and no internet service was available for extended periods of time with no reasoning or ETA from the provider.

Just wanted to know if there would be any legal implications or issues which might arise, based on the fact that the ISP went down under with no formal communication, and did not provide any service to the customers.

Any advise or thoughts would be appreciated, thanks
 
mkachwee said:
Hi guys, just wanted to find out if anyone is in the same boat as I am.

Saw a post on HelloPeter yesterday regarding the same issue.

I signed up with the ISP Zoom Networks earlier this year, 2 weeks ago there were issues and our line went down for 3 days, then last week again for another 4 days. Magically they changed their helpline to a new email ticketing system. Somehow managed to get hold of a technician who constantly blamed the "upstream provider" for issues. After bugging these guys constantly for 3 days, the technician finally referred me to Gigawave, another ISP who indicated that Zoom are actually a reseller of their fiber product.

That being said, Zoom broke a contractual obligation with Gigawave who cut off services to all existing Zoom clients. No information was shared by Zoom to their customers, no email was sent to myself, but apparently email notifications were sent to Vumatel clients, I am with TT Connect. Gigawave indicated that we should migrate our account to them, and immediately cancel the contract with Zoom.

Zoom have not responded since regarding any feedback or acknowledgement of the cancellation. There is a cancellation fee associated with early cancellation according to their T's and C's. But no communication was provided to us, and no internet service was available for extended periods of time with no reasoning or ETA from the provider.

Just wanted to know if there would be any legal implications or issues which might arise, based on the fact that the ISP went down under with no formal communication, and did not provide any service to the customers.

Any advise or thoughts would be appreciated, thanks
Click to expand...
If anyone is stuck in the same boat please reach out, It's a bloody mess atm will update if we came right in moving a client over stuck in the same situation.

Further information from the upstream provider of Zoom ISP.

Dear Zoom ISP client, Why you may be disconnected We understand that your internet is currently not operational and we wanted to reach out to explain and to assist. Zoom ISP is a reseller of Gigawave services and as a client of Zoom your internet has likely experienced frequent disconnections. Regrettably, this is due to a major contractual and commercial issue between us and Zoom.
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We realise that this is a major inconvenience and perhaps a major problem to you as the end user, and you shouldn’t bear the brunt of this problem. Unfortunately, because we are the provider, the earliest we could cancel your line for you to move to another ISP would be 31 January 2023. So, you will not be in a position to get connected until then. Instead, we have decided to reach out to you directly to try to assist. Nobody wants to spend December and January without internet. How to get reconnected If you would like to be reconnected immediately, please send us an email to *********** with your latest invoice from Zoom Networks. Once received we will reply with a simple step to reconnect your account within business hours, and we can do so today already if you need it completed urgently. Billing Please note that you will become a direct client of Gigawave without the issues or risks of these on-going commercial issues with Zoom. Please ensure that you cancel all debit orders or scheduled payments you may have setup to Zoom. You will henceforth pay Gigawave directly. Kind Regards Gigawave Team
Click to expand...
 
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HartsockZA said:
If anyone is stuck in the same boat please reach out, It's a bloody mess atm will update if we came right in moving a client over stuck in the same situation.

Further information from the upstream provider of Zoom ISP.
Click to expand...
I've seen this as well, though there is absolutely no feedback from anyone at Zoom, technical, sales or accounts
 
mkachwee said:
I've seen this as well, though there is absolutely no feedback from anyone at Zoom, technical, sales or accounts
Click to expand...
Yup, if you're still stuck pop a pm with your details and we'll see if we can help.
@mkachwee Did you get that email that you quoted from hello peter as well? If you did can you send me a copy of it?
Working with the Fibre network operator which is also battling to get ahold of Gigawave - seems as though that entire company is up in smoke and mirrors
 
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OK - Confirmed with Gigawave, Zoom is up in smoke, clients battling with this need to contact Gigawave for connectivity. It's apparently just a matter of changing PPPOE Credentials and everything goes active again for customers. [email protected] - email with your latest Zoom Invoice/Statement and they'll take care of the rest.
 
HartsockZA said:
OK - Confirmed with Gigawave, Zoom is up in smoke, clients battling with this need to contact Gigawave for connectivity. It's apparently just a matter of changing PPPOE Credentials and everything goes active again for customers. [email protected] - email with your latest Zoom Invoice/Statement and they'll take care of the rest.
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Thanks I did that about a week ago, heard the whole story from Gigawave.

Quick one, is there any way to ensure that the debit order is stopped from their side? I contacted the bank and stopped the debit order, but there are ways for Zoom to still debit the account, you would actually need the debit order stopped from their side, just trying to ensure that on the 1st of January they won't debit my account.
 
mkachwee said:
Thanks I did that about a week ago, heard the whole story from Gigawave.

Quick one, is there any way to ensure that the debit order is stopped from their side? I contacted the bank and stopped the debit order, but there are ways for Zoom to still debit the account, you would actually need the debit order stopped from their side, just trying to ensure that on the 1st of January they won't debit my account.
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I wouldn't know, you'd have to send them (Zoom) an email otherwise you'd need to speak with the bank.
 
HartsockZA said:
I wouldn't know, you'd have to send them (Zoom) an email otherwise you'd need to speak with the bank.
Click to expand...
Tried contacting Zoom, there has not been any reply from them for the past 2 weeks. I already placed a stop order with the bank.

Thanks for the assist
 
HartsockZA said:
If anyone is stuck in the same boat please reach out, It's a bloody mess atm will update if we came right in moving a client over stuck in the same situation.

Further information from the upstream provider of Zoom ISP.
Click to expand...
Hi

I am sitting with the same challenge, I have been off for 12 days and absolutely no feedback. We just woke up one day with the internet off, the response on e-mail is a generic response that Management is looking at the issue. I'm still waiting for feedback to this date.
 
RonJur said:
Hi

I am sitting with the same challenge, I have been off for 12 days and absolutely no feedback. We just woke up one day with the internet off, the response on e-mail is a generic response that Management is looking at the issue. I'm still waiting for feedback to this date.
Click to expand...
Contact Gigawave directly, Google them, phone them and let them migrate your account. Zoom is gone.
 
RonJur said:
Hi

I am sitting with the same challenge, I have been off for 12 days and absolutely no feedback. We just woke up one day with the internet off, the response on e-mail is a generic response that Management is looking at the issue. I'm still waiting for feedback to this date.
Click to expand...
You'll have to contact Gigawave they hold all of Zoom's lines they are the only ones that can get you activated within 24 hours. Otherwise from the last conversation I had with Gigawve support the lines will be move to closed and then you'd have to restart the fibre application process with another provider. But you need to Speak with Gigawave first otherwise you're just wasting your time with another ISP, sadly Gigawave holds all the SN numbers of Zoom fibre customers. You'll need your Zoom invoice as well as ID number to prove ownership of account and then they move it over. Had to help someone in the same boat and luckily Gigawave got them connected just needed to reset the pppoe credentials
 
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