Warning for 123Net Customers: ******** Fees

I’m posting this because I don’t want anyone else to go through what I’ve just experienced with 123NET. I relocated recently and followed the correct process to move my fibre service. My agreement is a month-to-month contract (with a clawback) and clearly states that an early-termination fee only applies if 123NET cannot provide service at the new address. They confirmed in writing that they do provide service at my new address — which means no fee applies.

Despite this, they insisted on charging me a R2,500 “termination fee”, which is not supported by their own Terms and Conditions. I lodged a complaint with the National Consumer Commission (NCC), and only after that did 123NET finally confirm in writing that the fee would be waived and that the old agreement would be terminated once the new line was active. Then things took a turn.

After the NCC complaint was filed, 123NET tried to make the termination of my old account conditional on me withdrawing the NCC complaint. This is completely unacceptable and falls outside the Consumer Protection Act. A supplier cannot make a legal or contractual obligation dependent on withdrawing a regulatory complaint. Ever.

When I refused (rightfully), they suddenly reversed their position and claimed the fee would now apply again. They also described the waiver they originally offered as a “goodwill gesture” — even though it was legally required based on their own written terms.

To anyone reading this:

✔ Know your rights.

✔ If something feels off, open an NCC complaint immediately.

✔ Do not let a supplier pressure you into withdrawing a complaint before they fulfil their legal obligations.

The NCC process is straightforward, and you can email all your documentation directly. If I hadn’t involved them, I would have been forced to pay an ******** penalty.I hope this review helps other consumers avoid the same situation. The more people who stand up for themselves, the less companies can rely on confusion and pressure to enforce fees that don’t exist in the contract.