1 reviews | Active since Apr 2025
Moving of internet service
Hi
I am Johan Steenkamp. I am currently living at 3 Tortelduif avenue, Cashan, Rustenburg, North West
So for context: Old residence: 22 Wood****** avenue New residence: 3 Tortelduif avenue
I am contacting you as a very frustrated customer. I have moved residence, and I have been trying to get my internet service moved from my old residence to the new one. I did notify my ISP (Infinity Wireless) in advance (call no 134461). Infinity keeps on telling me that evotel needs to release the line in order for them to move my service. Call was logged on 2025/03/26
Evotel on their turn tells me that the other ISP of the old tenants needs to cancel. From what I understand that ISP is WebAfrica. I stood right next to the old tenants where she showed her correspondence for the service to be cancelled. From what I saw, it that it was done at the beginning of April.
I took residence of the new house on the 24th of April and to date no one can give me any indication of when my service will be installed. There is an Evotel fibre in my new residence and the old tenants have already left.
No one is driving anything or escalate the matter. It is very urgent as I am working from home.
Kind regards
Typically we only release lines on the last day of the month and if the old tenant didn't indicate the need for an immediate release of the line, then we would not have released it as yet. This is due to contracts binding us to all the ISPs simultaneously.
We are investigating what's gone wrong here, but we will prioritise getting your service reactivated. We are very sorry that you've been caught in this process.
Typically we only release lines on the last day of the month and if the old tenant didn't indicate the need for an immediate release of the line, then we would not have released it as yet. This is due to contracts binding us to all the ISPs simultaneously.
We are investigating what's gone wrong here, but we will prioritise getting your service reactivated. We are very sorry that you've been caught in this process.
The process wasn't correctly explained to the previous tenant. Since they canceled after the fifteenth of March, the cancellation is pending for tomorrow on the thirtieth of April. If they had canceled before the fifteenth of March, this line would have been released already.
Currently, the service will likely drop as we will need to transfer this to your name, but the team is working on getting this resolved by having the previous line released early.
Again, we're very sorry for the confusion, but we'll get you online with the correct service provider.
The process wasn't correctly explained to the previous tenant. Since they canceled after the fifteenth of March, the cancellation is pending for tomorrow on the thirtieth of April. If they had canceled before the fifteenth of March, this line would have been released already.
Currently, the service will likely drop as we will need to transfer this to your name, but the team is working on getting this resolved by having the previous line released early.
Again, we're very sorry for the confusion, but we'll get you online with the correct service provider.
Your line will definitely be active. Our team works over public holidays and weekends as well. There won't be a further delay as a result of staff availability. We're just ironing things out with the old tenant's ISP as they are stating they see usage on the line. They will need to release the line before we can activate you, but as you've stated you're the one using the service currently, we should be able to get this resolved.
The line will drop when we switch you on to your service provider, but it shouldn't be more than an half an hour.
Your line will definitely be active. Our team works over public holidays and weekends as well. There won't be a further delay as a result of staff availability. We're just ironing things out with the old tenant's ISP as they are stating they see usage on the line. They will need to release the line before we can activate you, but as you've stated you're the one using the service currently, we should be able to get this resolved.
The line will drop when we switch you on to your service provider, but it shouldn't be more than an half an hour.