Moving House - What To Do With Your Fibre ?

Jacques du Rand 2021-09-21

Cancelling or switching any service in South Africa is probably one of the biggest grudge actions next to buying insurance. Before you attempt to cancel or switch any service you work yourself up because you know what's coming: weeks or months of follow-up calls and emails that go unanswered by the service providers.

We've prepared some tips to make your fibre switching experience a little easier.

Very few people know that there is a chance that you can stay with your ISP if you decide to move house. It may take a little investigation on your part, but Fibre Tiger has made that easy enough for you.

Step 1 - Confirm Your Existing Network Provider

  • Know which network you're currently on. Keep in mind that network operators (OpenServe, Vumatel, Octotel, Frogfoot) have dedicated areas in which they work, but that ISPs can belong to multiple networks.

Step 2 - Check The Network For The Area You're Moving To

  • Once you know the network available in the area you're moving to, you can quickly see what ISPs are available on that network by using our quick Fibre Network filter checker.
  • This will give you a list of all the available ISPs on that network

Step 3 - Check If Your Existing ISP Is On That Network

  • In an ideal situation your existing ISP is on that network, or perhaps you strike it lucky and it might even be the same network provided in that area. More frequently you'll probably find a different network, but at least the same ISP. If you're not happy with your existing ISP, this is potentially also a great time to switch ISPs.
  • If you are one of the few who has the same network and ISP in the area you're moving to this does not mean that you can just go on without performing any actions. It just means you can probably stay on the package you have and don't have to switch providers.
  • But, and this is a big but, you MUST inform them that you're moving locations.

Your fibre line is associated with your physical address.

This is as that particular port of your ONT/CPE device is associated with your account. When you move you will receive a new ONT/CPE device with its own unique identifying number (like an ID number) that will associate that address to your ISP package.

Step 4 - Cancel or Switch

  • Most ISPs require a 30 day, or calendar month's notice to cancel.
  • Cancellations
  • Switch-and-Stay or Switch-Away
    • The process to switch-and-stay or switch-away is very similar. In both instances you should only require your new address.
    • You will need to get in touch with your ISP via the contact details above and inform them of the move (or cancel if you're switching)
    • Using the new address the ISP can use this to check whether there is an existing port available (the ONT/CPE identifier) and reassign it to you upon your occupation date.
    • In very rare occasions the ISP will ask for the ONT/CPE device's unique identifier. Some networks, such as OpenServe, refer to these numbers as the "B-number". You will find this usually underneath the ONT/CPE device, or on a piece of paper (or original box) with the ONT. Typically written down by the technician that installed it. It's very important not to throw this number away!
    • Use Fibre Tiger to check for the fibre package you want to move to, or if you've cancelled your line, or want to switch, use Fibre Tiger to sign up to a new fibre ISP in a few clicks.

What To Expect During The Process

The process might still be a little frustrating as some ISPs take their time to reply to your (cancellation) request, and some might not acknowledge this at all. You might need to follow-up a few times, keeping in mind that the cancellation date is accepted as the day you manage to get hold of them, so this might not always run exactly month to month.

Many ISPs have a "cancellations@" email address which might get you there faster.

If all else fails, most do reply on their Social Media pages (Facebook), but sadly, not all Call Centres will even answer your call. If you have a lot of airtime, this is an option, but else we suggest you keep repeating your requests until you receive a form of acknowledgement.

Once You Cancel

  • You should receive only *one more bill payment - as part of your cancellation period. (*This depends on when they acknowledge your cancellation date.)
  • You will have internet until the date of service termination - which they will confirm.
  • If you received a router from your ISP they will arrange for collection thereof from you.

Once On The Other Side

  • Set-up is fairly simple. Typically the ONT/CPE will be ready on the date that you activated the service from.
  • If you opted to receive a router from the ISP as part of your package, this should arrive within a few days, or sometimes on the same day, of service activation. (It is not required to take this option.)
  • Else, if you are using your own router you can get started right away. (Some ISPs and/or Networks might have different authentication policies and might require additional steps to what we have listed below.)
    • If you're on the same Network and same ISP in most cases you should just be able to plug in the router and be active - but this doesn't always work.
    • For all other situations you will get login details for your account from your ISP and those details need to be entered into your router.
    • Unless you received a router from your ISP in which case they will have preconfigured the details for you.

Some of the more premium ISPs (Vox, WebAfrica, HomeConnect) also provide a customer portal with their own processes for moving addresses which will go into a lot more detail for your particular situation.

General Fibre Etiquette When Moving

  1. The most important tip is to write down the Network available at the property for the following occupants.
  2. The second most important note is NOT to take the ONT/CPE device when you move. This might be a little confusing to some people as it looks like it is part of the router. The ONT/CPE is in two parts - the (in most cases) little white box that holds the wires from the wall outlet, and the (in most cases) black device that looks similar to a router, but connects all those inputs to your router.
  3. If you have the identifying number for your ONT/CPE (such as the B-number from OpenServe), keep that note, or stick it below the ONT/CPE for the next tenants/homeowners.
  4. Don't manhandle the thin fibre cable connecting the ONT/CPE devices as it is very delicate and fragile and may cause a degraded fibre experience if damaged.

If you're looking for tips on how to upgrade your line speed, or just want to compare other packages available on your network, use our easy fibre comparison engine. Subscribing or switching is made easy with Fibre Tiger, your leading and original fibre comparison provider.