Being held Ransom by a previous client's negligence
Not having a great start as a first time client. The previous tenant (at my new house) never cancelled their internet connection. Now I am being held ransom, as my new account cannot be loaded until the line is cleared. Now I have to wait for them to first get a cancellation from the previous tenant's ISP before I can get internet. What BS is that. The previous tenant's issues should not affect a new client. I have been waiting for this line to clear for 7 business days now.
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Replies (7)
Evotel South Africa's replyOfficial
10 Mar 2026, 13:24Hi Martin!
Thank you for sharing your experience with us. We are really sorry that your first interaction has not been the smooth start we would have liked for you. Moving into a new home should be exciting and not slowed down by admin from a previous tenant. Unfortunately, fibre lines are linked to an active service which means the previous ISP must first release the line before a new service can be activated. We completely understand how frustrating this can be, especially when you’re eager to get connected and we truly appreciate your patience while the process is being finalised.
Thank you for sharing your experience with us. We are really sorry that your first interaction has not been the smooth start we would have liked for you. Moving into a new home should be exciting and not slowed down by admin from a previous tenant. Unfortunately, fibre lines are linked to an active service which means the previous ISP must first release the line before a new service can be activated. We completely understand how frustrating this can be, especially when you’re eager to get connected and we truly appreciate your patience while the process is being finalised.
Evotel South Africa's reply10 Mar 2026, 13:24
Official
Hi Martin!
Thank you for sharing your experience with us. We are really sorry that your first interaction has not been the smooth start we would have liked for you. Moving into a new home should be exciting and not slowed down by admin from a previous tenant. Unfortunately, fibre lines are linked to an active service which means the previous ISP must first release the line before a new service can be activated. We completely understand how frustrating this can be, especially when you’re eager to get connected and we truly appreciate your patience while the process is being finalised.
Thank you for sharing your experience with us. We are really sorry that your first interaction has not been the smooth start we would have liked for you. Moving into a new home should be exciting and not slowed down by admin from a previous tenant. Unfortunately, fibre lines are linked to an active service which means the previous ISP must first release the line before a new service can be activated. We completely understand how frustrating this can be, especially when you’re eager to get connected and we truly appreciate your patience while the process is being finalised.
's updateReviewer Update
10 Mar 2026, 13:29Again, this should not be the new clients problem, if you are struggling to get the ISP to comply then start making waves and get the line cleared. I should not have to wait for this in the first place. You should be able to force a disconnection to free up the line and then sort out the issue with the ISP. If not then I am expecting a new line to be installed tomorrow as this is ridiculous
's update10 Mar 2026, 13:29
Reviewer Update
Again, this should not be the new clients problem, if you are struggling to get the ISP to comply then start making waves and get the line cleared. I should not have to wait for this in the first place. You should be able to force a disconnection to free up the line and then sort out the issue with the ISP. If not then I am expecting a new line to be installed tomorrow as this is ridiculous
Evotel South Africa's replyOfficial
10 Mar 2026, 13:35We have fully noted your query and will take this up with management to ensure that we improve our services to all clients moving forward.
Evotel South Africa's reply10 Mar 2026, 13:35
Official
We have fully noted your query and will take this up with management to ensure that we improve our services to all clients moving forward.
's updateReviewer Update
10 Mar 2026, 13:49Great, still does not help me get connected, If my line is not cleared by this afternoon at 17:00 I am moving to Vuma
's update10 Mar 2026, 13:49
Reviewer Update
Great, still does not help me get connected, If my line is not cleared by this afternoon at 17:00 I am moving to Vuma
Evotel South Africa's replyOfficial
10 Mar 2026, 13:53Can you also please provide us with your S/N number.
Evotel South Africa's reply10 Mar 2026, 13:53
Official
Can you also please provide us with your S/N number.
's updateReviewer Update
10 Mar 2026, 13:58What is the S/N number I app**** through Cool Ideas, who have been very helpful, but I have not received any account information from EVOTEL yet as the line is blocked, which is the problem. The Cool Ideas order number is COOL-***. There is also no equipment at the property the previous tenants took everything.
's update10 Mar 2026, 13:58
Reviewer Update
What is the S/N number I app**** through Cool Ideas, who have been very helpful, but I have not received any account information from EVOTEL yet as the line is blocked, which is the problem. The Cool Ideas order number is COOL-***. There is also no equipment at the property the previous tenants took everything.
Evotel South Africa's replyOfficial
10 Mar 2026, 14:00Okay I see thanks for the feedback.
Evotel South Africa's reply10 Mar 2026, 14:00
Official
Okay I see thanks for the feedback.