Ongoing Issues With Service Move, Incorrect Charges, and No Connectivity

On 24 February, I submitted a request to move my WiFi service. A week before the scheduled move date, my existing service was cancelled prematurely. I struggled to get hold of any consultants to resolve the issue and eventually sent an email. I later received a call confirming that my service would be reactivated and that the R250 reactivation fee would be waived. However, the fee was still deducted and my service was not restored.

I then waited an additional week beyond the advised installation date with no feedback. When I was eventually contacted, a new installation date was scheduled. The installation team arrived but only installed the device and did not connect or activate the service.

The following day, after struggling again to reach support, my account was finally activated and I was advised how to connect the equipment and to contact the technical team if I experienced any issues. When I followed these instructions and contacted technical support, I was charged another R250 activation fee. This is in addition to the monthly service fee I already pay.

Despite paying these additional fees, my service is still not active. I have now been without WiFi for three weeks while still being billed, and I have spent hours on hold trying to resolve issues that were not caused by me.

I request urgent activation of my service, a refund of the incorrect R250 charges, and compensation or credit for the three weeks I have been without service despite paying for it.