Zoom Networks - real reason to no connection.

Zoom Networks started out great! Until lately when all customer service went out the window. Last week we were down for 3 days - the reason as given by Zoom Networks was that there were hardware failures from their upstream providers and that there was no eta to restoration. Finally service was restored and then on the 8th of December the connection then stopped again. This time they had changed their approach and one could no longer phone in and one could only email. The response I got from them via email was that there was an issue again from their upstream provider. On the 9th of December I got the following email from Gigawave who is the upstream provider to Zoom Networks.

“ Dear Zoom ISP client,

Why you may be disconnected

We understand that your internet is currently not operational and we wanted to reach out to explain and to assist. Zoom ISP is a reseller of Gigawave services and as a client of Zoom your internet has likely experienced frequent disconnections. Regrettably, this is due to a major contractual and commercial issue between us and Zoom.

We realise that this is a major inconvenience and perhaps a major problem to you as the end user, and you shouldn’t bear the brunt of this problem. Unfortunately, because we are the provider, the earliest we could cancel your line for you to move to another ISP would be 31 January 2023. So, you will not be in a position to get connected until then. Instead, we have decided to reach out to you directly to try to assist. Nobody wants to spend December and January without internet.

How to get reconnected

If you would like to be reconnected immediately, please send us an email to *** with your latest invoice from Zoom Networks. Once received we will reply with a simple step to reconnect your account within business hours, and we can do so today already if you need it completed urgently.

Billing

Please note that you will become a direct client of Gigawave without the issues or risks of these on-going commercial issues with Zoom. Please ensure that you cancel all debit orders or scheduled payments you may have setup to Zoom. You will henceforth pay Gigawave directly.

Kind Regards

Gigawave Team”

The issue was a contractual dispute between Gigawave and Zoom Networks. I would advise that all Zoom Networks customers who have no connection urgently get hold of Gigawave to migrate over to them as Zoom networks will not be informing their clients of the true reason as to why there is no connectivity.

When I confronted Zoom with the above email this was their response - “ Good day

The mail you have received means you are moving over to their network and they will be your new ISP as our agreement with them has ended.

Regards”

They have **** to their customers and have left us stranded and having to sort this out ourselves. They have not been honest about the situation and forwarding us the opportunity to find another ISP. They have not shown any integrity or ethical behaviour in dealings this past 2 weeks. It’s unfortunate that it’s had to go this way.