As South Africans, we know plenty about stressful experiences. Applying for a passport, Jhb Traffic on a Friday afternoon, anything involving a taxi- the list goes on.
In our minds, however, nothing is a as stressful as moving.
We know a fair bit about it too. Just last year our staff moved away from our campus to their homes, which required plenty of logistical shuffling and Internet “maak ‘n plan”. Funny enough, we weren’t the only ones moving, as along with a vanishing R500 billion, many of our fellow South African’s made the jump too. You wouldn’t believe the horror stories we’ve heard. Ironing boards for desks. Leeching off Mrs. Smith next doors Wi-Fi. Forced to drink cup after cup of Mugg ‘n Bean coffee while using that synthetic office background on Teams.
You name it, we’ve heard it, and since we’re in the interest of whatever’s in your interest, here’s our guide to successfully navigating a move while transferring your Fibre.
First off, let’s understand why the process is complicated:
In a perfect world, your router gets packed in a box marked “stuff” and that’s it. There’s no article, everything is awesome, and life goes on. In reality, however, things work a bit differently, and Fibre isn’t as simple as “pick me up, let’s go”.
A Fibre contract is a fixed line, meaning your connection is registered to your place of residence. Sadly, this transfer isn’t as easy as changing pants in the morning. A change of residence often requires a move application, and your existing line will probably need to be cancelled with a new one opened before you can binge watch Friends and relate to the whole “PIVOT” scene.
Think of a license plate. It works perfectly fine and performs all its functions, but it’s registered to a specific vehicle. You can’t just remove a plate from where it’s meant to be and use it on another car (well, not unless you want a hefty fine). Since it’s assigned to a certain place, it’s only meant to be used in said place- unless, of course, you follow the application process and register elsewhere.
The same applies to Fibre.
While that doesn’t mean you’re bound to the same house ‘til death do us apart, it does mean a bit of groundwork before you’re back online. The only solution is to start from scratch. It’s difficult and time consuming, and to the everyday person it’s a mystery why a change of address can be such a mission. However, there are guidelines for everything, and Vox has to work within the perimeters of their Cancellation Policy.
In simple English, there needs to be a 30-day notice before things can get rolling. And, sadly, there’s no such thing as a free Fibre move if you’re still within the first year of your contract. We’ll have to call it a cancellation and charge you a penalty (this brings us no joy) but, if you’ve been with us for over 12 months, don’t stress- we’ll just collect your old router and bring you a new one sharp(ish) with no callout fee.
All you need to do is give our sales agents a ring (the phone, not the diamond kind) and inform them of your desire to move. Support this with notice in writing (you don’t need any documentation) and you’re in the game. It can be challenging though, so here are some tips to navigate the process without cancelling your new lease in frustration.
Step One: Plan Ahead:
Transferring a line can take time, and nothing will wind you up quite like trying to log into Teams at 7.58am and having to watch that little “no Internet” dinosaur jump over a cactus. Plan so that there are no surprises at the last minute. Inform your ISP that you’re moving 30 days in advance, the date of your transfer and when you need the line to change by. If that doesn’t work, feel free to send us your best angry Tweet or passive aggressive meme.
Step Two: Know your Rights:
Sometimes, an ISP (that isn’t Vox) may try to charge you for services not specified in your contract. We’re not saying they’re taking a chance (defamation suits, and all that), but sometimes human error can leave room for just that.
Whether it’s an excessive transfer fee or some other fine print, it’s always a better idea to query any random charges before you pay them. Speaking to the manager isn’t just for Karen’s, and if you need clarity or are uncertain about the attendant on the line, you’re perfectly entitled to ask for one (just don’t call ours should you not like this article).
Step Three: Weigh Up the Costs:
Usually, there is a transfer cost involved, and these can often be excessive. Since you last took out your contract, there may be a better deal from your ISP worth looking at. We know many a customer who’ve had a look around before settling and ended up saving a small fortune.
Step Four: Stay Informed:
Try to gather as much info as possible about Fibre at your new place of residence. If you can, ask the previous owner/tenant of your new place the following:
- Has Fibre already been installed?
- Is the service active or pending cancellation?
- When is a cancellation date applicable?
If the old tenant is hogging the line like a BMW driver in the fast lane, no matter how much you hoot, they aren’t moving. If we at Vox know what’s up, we can navigate around it, and this makes life easier for everyone.
Ultimately, we want to get the ball rolling as much as you do. But to do so, there’s a few things that need to happen first. So, if you’re part of the Vox family and looking to move, send us a notice so we can have your “welcome home” present ready and waiting when you get there.