When you have fibre, but aren’t allowed to change ISPs

MyBroadband recently received an unusual complaint from a fibre user regarding switching their Internet service provider.

The complaint came from a resident of Woodhill Residential Estate and Country Club in Pretoria, who was using MWEB as their ISP on Openserve’s fibre infrastructure.

The resident decided to switch to Axxess, and placed an order on its website to migrate their fibre line.

Axxess could not complete the order, however, as Openserve’s fibre coverage map showed that the resident’s area was still awaiting the installation of fibre.

Woodhill has a contract with Telkom

MyBroadband spoke to the Woodhill estate about the issue, and it said it has an exclusive contract with Telkom’s retail division.

Axxess told the client that because Telkom retail has exclusive rights to the gated community, it received feedback that Openserve could not install its fibre broadband product in the estate.

“The order didn’t even go anywhere, the [Openserve portal] blocked it immediately,” said Axxess.

Woodhill said the contract with Telkom includes the installation of fibre to every home, at no cost to the resident.

After the agreement between Telkom and the estate was reached, it prevented residents – including the existing fibre user – from switching to a new ISP.

Now read: Why Openserve’s fibre map says you have coverage, and your ISP says you don’t

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When you have fibre, but aren’t allowed to change ISPs