******* of Cancellation Fees

Dear WiruLink Just a bit of backround, on the 3rd of January 2018 my fiancé took out a contract with WiruLink for a 24 month in-house contract, consisting of 5MB Download & 1.5 MB Upload that he pays R 799 per month as per quotation signed. The installation took place on the 22nd of January 2018. I have previously complained on HelloPeter of the lack of package delivery, they did however contact us to try to rectify this, things were okay for a few weeks but we are back to square one again. The previous complaint was due to us not getting even half of the package we pay for every month and every time it gets rubbed off on contingency problems. We understand contingency, we understand there is only one tower you can connect us on and unfortunately that tower has high volumes, but I promise you, there can NOT be contingency problems 24/7 and that is what we were (and still are experiencing). We were boosted to a higher package to allow better network on the same price, but we were downgraded again a few days later. Again, we understand all of the shortcomings. The query was only escalated and investigated numerous times to no avail after numerous times we have contacted you. There is nothing wrong with your customer service, your customer service is absolutely brilliant, but getting us the package we are paying for seems to be the uphill battle. We accepted our fate and continued to pay for the last few months up until now. Now after an investigation was lodged in the last week of January 2019, they say the problem is line of sight interference. Once again with no solution and not contingency like we have been told for the last year, when we were not advised of this beforehand otherwise we would have looked at other options in the beginning. Now, Fibre FINALLY came into our area and we want to cancel our existing account with WiruLink as their Fibre is not available in my area as yet and they do not seem to find a permanent solution to our problem (please note in the future we will still consider moving back as their customer service is still very good). Now they want to charge us 10 months’ instalments minus 10% as per contract, with a further 10 % deducted. Which brings the total to R6392, and IF we take the hardware to them they will consider deducting a further R 3000 to show their commitment. We feel paying such an enormous amount to cancel a contract that didn’t work from the beginning, is borderline ridiculous. In all of the previous calls we had with you, we advised once we cancel this contact we will not pay cancellations fees and that seemed reasonable to yourself. Please advise what changed. We want to cancel the contract due to lack of service delivery.