TM
Thando M
1 reviews | Active since Oct 2015
05 Aug 2025, 02:34
Paying for No Service — Unfair 30-Day Notice Demand After Failed Relocation
I am extremely disappointed with Wirulink’s handling of my recent relocation request.
Before I moved, I specifically asked Wirulink if they had coverage in my new area. They confirmed they did, and based on that, I paid R980 for the relocation (removal and reinstallation of equipment). However, when their technicians arrived, they informed me that the buildings in the area block their tower, so they could not complete the installation. They took the equipment back, and I was left with no service.Of which i do not have a problem with this payment R980 as the guys did come out. Initial request date was 31July but they only came on 2August after also making countless calls to the assigned tech.
To my surprise, I was still debited on the same day (2nd August) for the monthly subscription. When I questioned this and requested immediate cancellation (as advised by the technicians), I was told I must give 30 days’ notice and continue paying, even though I have zero access to the internet.
Why must I pay for a service I’m not receiving — and for a problem that is not my fault? I acted in good faith by checking coverage beforehand, and I expect the same good faith from the provider. Additional when someone gives a notice it means that they still receive the service during that period but in this case theres no service and don't really understand why wirulink does not want to take accountability. Im happy to make payment if im given alternative connection service of which this is something i also asked upon requesting the move and reinstall.
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Replies (3)
WIRUlink Pty Ltd's replyOfficial
05 Aug 2025, 06:05Dear Thando,
Thank you for taking the time to share your feedback.
We sincerely value your engagement and the opportunity to assist during your recent relocation.
WIRUlink’s coverage maps are designed to indicate surrounding tower availability through a desktop feasibility study. However, factors such as buildings or tree obstructions affecting signal strength can only be confirmed during a physical site visit — as was the case at your new address.
As per the signed Service Contract, where no stable signal is available at the new location, the full calendar month notice period still applies. This ensures consistent planning across the network and fair resource allocation. Your cancellation was acknowledged whereby August will serve as the final billing month.
We wish to assure you that we remain fully transparent regarding our costs and processes, and we are always committed to fair and clear communication with our clients.
We truly appreciate the time you’ve spent with us and hope to welcome you back should coverage become available in your area in future.
Yours faithfully,
Management
Thank you for taking the time to share your feedback.
We sincerely value your engagement and the opportunity to assist during your recent relocation.
WIRUlink’s coverage maps are designed to indicate surrounding tower availability through a desktop feasibility study. However, factors such as buildings or tree obstructions affecting signal strength can only be confirmed during a physical site visit — as was the case at your new address.
As per the signed Service Contract, where no stable signal is available at the new location, the full calendar month notice period still applies. This ensures consistent planning across the network and fair resource allocation. Your cancellation was acknowledged whereby August will serve as the final billing month.
We wish to assure you that we remain fully transparent regarding our costs and processes, and we are always committed to fair and clear communication with our clients.
We truly appreciate the time you’ve spent with us and hope to welcome you back should coverage become available in your area in future.
Yours faithfully,
Management
WIRUlink Pty Ltd's reply05 Aug 2025, 06:05
Official
Dear Thando,
Thank you for taking the time to share your feedback.
We sincerely value your engagement and the opportunity to assist during your recent relocation.
WIRUlink’s coverage maps are designed to indicate surrounding tower availability through a desktop feasibility study. However, factors such as buildings or tree obstructions affecting signal strength can only be confirmed during a physical site visit — as was the case at your new address.
As per the signed Service Contract, where no stable signal is available at the new location, the full calendar month notice period still applies. This ensures consistent planning across the network and fair resource allocation. Your cancellation was acknowledged whereby August will serve as the final billing month.
We wish to assure you that we remain fully transparent regarding our costs and processes, and we are always committed to fair and clear communication with our clients.
We truly appreciate the time you’ve spent with us and hope to welcome you back should coverage become available in your area in future.
Yours faithfully,
Management
Thank you for taking the time to share your feedback.
We sincerely value your engagement and the opportunity to assist during your recent relocation.
WIRUlink’s coverage maps are designed to indicate surrounding tower availability through a desktop feasibility study. However, factors such as buildings or tree obstructions affecting signal strength can only be confirmed during a physical site visit — as was the case at your new address.
As per the signed Service Contract, where no stable signal is available at the new location, the full calendar month notice period still applies. This ensures consistent planning across the network and fair resource allocation. Your cancellation was acknowledged whereby August will serve as the final billing month.
We wish to assure you that we remain fully transparent regarding our costs and processes, and we are always committed to fair and clear communication with our clients.
We truly appreciate the time you’ve spent with us and hope to welcome you back should coverage become available in your area in future.
Yours faithfully,
Management
TM
Thando M's updateReviewer Update
05 Aug 2025, 10:34Thank you for your response. While I appreciate the explanation regarding coverage and the feasibility process, I must strongly dispute the decision to charge me for the month of August.
I requested a relocation in good faith and paid the R980 for removal and reinstallation, which I fully accept as it covered the technicians’ time and work. However, the fact remains that the service could not be installed or used at my new address due to WIRUlink’s coverage limitations — a matter that is entirely beyond my control.
It is unreasonable and unfair to expect me to pay for a service that I am not receiving and cannot possibly access. The purpose of the notice period is typically to allow time for service cancellation when it is still in use — not when the provider is unable to deliver service at all. There is no justification for billing a full month when no connectivity is available.
I did not cancel out of choice — I was left with no option due to WIRUlink’s inability to provide coverage at my new location. I trust you act with fairness and integrity in resolving this.
TM
Thando M's update05 Aug 2025, 10:34
Reviewer Update
Thank you for your response. While I appreciate the explanation regarding coverage and the feasibility process, I must strongly dispute the decision to charge me for the month of August.
I requested a relocation in good faith and paid the R980 for removal and reinstallation, which I fully accept as it covered the technicians’ time and work. However, the fact remains that the service could not be installed or used at my new address due to WIRUlink’s coverage limitations — a matter that is entirely beyond my control.
It is unreasonable and unfair to expect me to pay for a service that I am not receiving and cannot possibly access. The purpose of the notice period is typically to allow time for service cancellation when it is still in use — not when the provider is unable to deliver service at all. There is no justification for billing a full month when no connectivity is available.
I did not cancel out of choice — I was left with no option due to WIRUlink’s inability to provide coverage at my new location. I trust you act with fairness and integrity in resolving this.
WIRUlink Pty Ltd's replyOfficial
05 Aug 2025, 10:58Dear Thando,
Thank you for your response and for sharing your thoughts with us.
We understand your disappointment and want to assure you that your concerns have been taken into full consideration.
As previously mentioned, the signed Service Contract outlines that a full calendar month’s notice applies to all cancellations — even in the event of a relocation where service cannot be established. This forms part of our standard terms and conditions, communicated upfront to ensure transparency and understanding from the outset.
As WIRUlink operates on a fixed broadband solution, the service is address-specific and tied to the original installation location. When a relocation attempt is unsuccessful, there are three available options provided to clients — one of which includes moving the dish and equipment back to the original address where service was previously confirmed as working. This ensures that connectivity remains possible should you wish to retain the service.
We’ve carefully reviewed all possibilities, and at present, no alternative WIRUlink services (such as wireless or fibre) are available at your new location. That said, we will gladly keep your details on record and notify you immediately if any suitable services become available in your area.
Our Client Relations Consultant will also be in direct contact with you to ensure your concerns are handled with the attention they deserve and to guide you through any further steps.
We sincerely appreciate your time with WIRUlink and thank you for your understanding.
Yours faithfully,
WIRUlink Management
Thank you for your response and for sharing your thoughts with us.
We understand your disappointment and want to assure you that your concerns have been taken into full consideration.
As previously mentioned, the signed Service Contract outlines that a full calendar month’s notice applies to all cancellations — even in the event of a relocation where service cannot be established. This forms part of our standard terms and conditions, communicated upfront to ensure transparency and understanding from the outset.
As WIRUlink operates on a fixed broadband solution, the service is address-specific and tied to the original installation location. When a relocation attempt is unsuccessful, there are three available options provided to clients — one of which includes moving the dish and equipment back to the original address where service was previously confirmed as working. This ensures that connectivity remains possible should you wish to retain the service.
We’ve carefully reviewed all possibilities, and at present, no alternative WIRUlink services (such as wireless or fibre) are available at your new location. That said, we will gladly keep your details on record and notify you immediately if any suitable services become available in your area.
Our Client Relations Consultant will also be in direct contact with you to ensure your concerns are handled with the attention they deserve and to guide you through any further steps.
We sincerely appreciate your time with WIRUlink and thank you for your understanding.
Yours faithfully,
WIRUlink Management
WIRUlink Pty Ltd's reply05 Aug 2025, 10:58
Official
Dear Thando,
Thank you for your response and for sharing your thoughts with us.
We understand your disappointment and want to assure you that your concerns have been taken into full consideration.
As previously mentioned, the signed Service Contract outlines that a full calendar month’s notice applies to all cancellations — even in the event of a relocation where service cannot be established. This forms part of our standard terms and conditions, communicated upfront to ensure transparency and understanding from the outset.
As WIRUlink operates on a fixed broadband solution, the service is address-specific and tied to the original installation location. When a relocation attempt is unsuccessful, there are three available options provided to clients — one of which includes moving the dish and equipment back to the original address where service was previously confirmed as working. This ensures that connectivity remains possible should you wish to retain the service.
We’ve carefully reviewed all possibilities, and at present, no alternative WIRUlink services (such as wireless or fibre) are available at your new location. That said, we will gladly keep your details on record and notify you immediately if any suitable services become available in your area.
Our Client Relations Consultant will also be in direct contact with you to ensure your concerns are handled with the attention they deserve and to guide you through any further steps.
We sincerely appreciate your time with WIRUlink and thank you for your understanding.
Yours faithfully,
WIRUlink Management
Thank you for your response and for sharing your thoughts with us.
We understand your disappointment and want to assure you that your concerns have been taken into full consideration.
As previously mentioned, the signed Service Contract outlines that a full calendar month’s notice applies to all cancellations — even in the event of a relocation where service cannot be established. This forms part of our standard terms and conditions, communicated upfront to ensure transparency and understanding from the outset.
As WIRUlink operates on a fixed broadband solution, the service is address-specific and tied to the original installation location. When a relocation attempt is unsuccessful, there are three available options provided to clients — one of which includes moving the dish and equipment back to the original address where service was previously confirmed as working. This ensures that connectivity remains possible should you wish to retain the service.
We’ve carefully reviewed all possibilities, and at present, no alternative WIRUlink services (such as wireless or fibre) are available at your new location. That said, we will gladly keep your details on record and notify you immediately if any suitable services become available in your area.
Our Client Relations Consultant will also be in direct contact with you to ensure your concerns are handled with the attention they deserve and to guide you through any further steps.
We sincerely appreciate your time with WIRUlink and thank you for your understanding.
Yours faithfully,
WIRUlink Management