Fixing a major problem with fibre connections in South Africa

The Internet Service Providers Association (ISPA) says customers will experience smoother line transfers if all fibre network operators and Internet service providers adopt its Best Practice Recommendations document.

It noted that some fibre network operators (FNOs) and Internet service providers handle transfers well, while others ignore the recommendations.

Line transfers occur when a customer wants to switch from one Internet service provider (ISP) to another for several reasons.

This could be because the previous ISP provided poor service. However, it occurs more commonly when customers move, if an ISP or customer provides the wrong address, or if the FNO is not tracking all the areas in which they have coverage.

As a result, FNOs are often asked to activate a service for one ISP when the line is already linked to another ISP, and in some instances, an FNO or ISP may confuse addresses and disconnect the wrong client.

This has led to persistent complaints relating to line transfers, with most complaints relating to slow processes, associated penalties, and accidental disconnections.

To address these issues, ISPA developed version 3.2 of the ISP Best Practice Recommendations document over the past three years.

The recommendations aim to make line transfers smoother and pursue better customer service in general.

“This document is tangible evidence of the commitment of all parties to deliver ubiquitous, fibre-based internet to consumers as well as more responsive customer care,” said ISPA chair Sasha Booth-Beharilal.

The document highlighted the importance of making line information available via centralised web portals.

“This self-service approach would negate the need for many line-related queries to be logged with FNOs and customers being ping-ponged between call centre agents who are unsure of how to handle such situations,” ISPA stated.

The document included a best practice checklist for FNOs:

• Double-check the address for any migration or new installation.
• Offer multiple services over the same fibre line, if feasible.
• Eliminate unnecessary notice periods for migrations.
• Clearly distinguish between activation fees and installation fees for migrations.
• Cover the possibility and consequences of line transfers in agreements with ISPs.
• Indicate how many times a particular line has been migrated.

ISPA recommended that ISPs persistently double-check addresses for migrations and new installations.

Regarding line disputes, ISPA warned that a lack of conflict resolution processes could result in new customers being unfairly blocked from obtaining a service at a location.

“However, an FNO must also be cautious about summarily terminating an ISP’s access to a line, since this could place the FNO in breach of their service agreement with that ISP,” added ISPA.

“If there is a dispute, the FNO should keep both ISPs informed of the status of a migration and attempt to resolve it well before the migration date.”

On the ISP side, ISPA recommended the following:

• Seek clarity from customers when disputes arise.
• Don’t use a customer billing dispute as a reason to dispute a line migration.
• Cooperate with FNOs to quickly resolve line migration disputes that prevent a customer from obtaining a service.