BitCo
2.3|302 reviews
cR
chris R
1 reviews | Active since Member
30 Apr 2026, 05:12
Ongoing Service Failures, Billing Disputes, and Contract Termination Issues
I have consistently paid my account on time, and there have never been any issues when it comes to collecting payment. However, the same level of reliability is clearly not being delivered on your side.
I have cancelled several services and am in the process of terminating all remaining services with you. Despite this, I am still being billed incorrectly. For example:
- I was charged for a fibre cross connect, only to be informed after installation that there were no available SFP ports on your router. I am now being asked to pay again for a second cross connect to another rack. - I am still being billed for rack space that was cancelled two months ago. Due to debit orders, I have had no practical way to stop these incorrect charges.
In addition, I have now been waiting two months for a cross connect that Teraco has indicated should take no more than one day to complete.
I also formally requested cession of lines that have reached the end of their contract term. I have read receipts confirming delivery, yet the forms remain unsigned. These contracts have already expired, and there is no justification for further delay.
While I acknowledge that issues are often “escalated,” escalation without resolution is meaningless. The actual service delivery remains unacceptable. It is extremely concerning that another provider, located in the same facility, can activate services within a few hours, while my requests take days.
At this point, the level of service and administrative handling is unacceptable. If these matters are not resolved urgently, I will have no choice but to take further action, including stopping debit orders for services that were cancelled months ago.
The current situation is having a direct negative impact on my business, and I will not tolerate continued delays, incorrect billing, and lack of execution.
I expect immediate attention to:
- Correction of all incorrect billing - Completion of the outstanding cross connect - Finalisation of all cession requests - Proper termination of cancelled services
Helpful (0)
Replies (2)0
Replies (2)BitCo's replyOfficial
30 Apr 2026, 06:26Good Morning Chris,
Thank you for taking my call.
We are truly sorry to read about your experience and that we did not meet your expectations.
Providing excellent service is extremely important to us, and it is concerning to hear that you feel this way.
We would sincerely appreciate the opportunity to improve our services, please allow me to investigate with the relevant department and provide feedback shortly.
Your feedback is valuable to us and helps us improve our service standards.
Regards
Vanee Balli
Service Account Manager
Thank you for taking my call.
We are truly sorry to read about your experience and that we did not meet your expectations.
Providing excellent service is extremely important to us, and it is concerning to hear that you feel this way.
We would sincerely appreciate the opportunity to improve our services, please allow me to investigate with the relevant department and provide feedback shortly.
Your feedback is valuable to us and helps us improve our service standards.
Regards
Vanee Balli
Service Account Manager
Best regards,
BitCo's reply30 Apr 2026, 06:26
Official
Good Morning Chris,
Thank you for taking my call.
We are truly sorry to read about your experience and that we did not meet your expectations.
Providing excellent service is extremely important to us, and it is concerning to hear that you feel this way.
We would sincerely appreciate the opportunity to improve our services, please allow me to investigate with the relevant department and provide feedback shortly.
Your feedback is valuable to us and helps us improve our service standards.
Regards
Vanee Balli
Service Account Manager
Thank you for taking my call.
We are truly sorry to read about your experience and that we did not meet your expectations.
Providing excellent service is extremely important to us, and it is concerning to hear that you feel this way.
We would sincerely appreciate the opportunity to improve our services, please allow me to investigate with the relevant department and provide feedback shortly.
Your feedback is valuable to us and helps us improve our service standards.
Regards
Vanee Balli
Service Account Manager
Best regards,
cR
chris R's updateReviewer Update
05 May 2026, 05:56 Hi Vanee,
I am still waiting for the cross-connect to be completed—or, more accurately, I am still waiting for the quote for the cross-connect.
To be clear, I have no issue with the disconnection of the two links I cancelled. That was expected and acceptable. However, it has now been over two weeks without any progress on the cross-connect, which, according to Teraco, is a task that should take approximately 30 minutes.
As a result, I currently have three townships completely offline. These are not just casual users—this impacts schools and, more importantly, learners in rural areas who rely on this connectivity. The lack of action on something as basic as obtaining a quote is unacceptable.
I have raised this concern before, and I will say it again: this situation is severely damaging my business. I would strongly advise others to take note of how this is being handled. There seems to be no delay when it comes to disconnections, but when urgent service delivery is required, the process is unnecessarily prolonged—while billing continues.
If this matter is not resolved urgently, I will have no choice but to escalate it further, including exploring my rights under the Consumer Protection Act 68 of 2008.
I expect immediate attention to this matter.
I am still waiting for the cross-connect to be completed—or, more accurately, I am still waiting for the quote for the cross-connect.
To be clear, I have no issue with the disconnection of the two links I cancelled. That was expected and acceptable. However, it has now been over two weeks without any progress on the cross-connect, which, according to Teraco, is a task that should take approximately 30 minutes.
As a result, I currently have three townships completely offline. These are not just casual users—this impacts schools and, more importantly, learners in rural areas who rely on this connectivity. The lack of action on something as basic as obtaining a quote is unacceptable.
I have raised this concern before, and I will say it again: this situation is severely damaging my business. I would strongly advise others to take note of how this is being handled. There seems to be no delay when it comes to disconnections, but when urgent service delivery is required, the process is unnecessarily prolonged—while billing continues.
If this matter is not resolved urgently, I will have no choice but to escalate it further, including exploring my rights under the Consumer Protection Act 68 of 2008.
I expect immediate attention to this matter.
cR
chris R's update05 May 2026, 05:56
Reviewer Update
Hi Vanee,
I am still waiting for the cross-connect to be completed—or, more accurately, I am still waiting for the quote for the cross-connect.
To be clear, I have no issue with the disconnection of the two links I cancelled. That was expected and acceptable. However, it has now been over two weeks without any progress on the cross-connect, which, according to Teraco, is a task that should take approximately 30 minutes.
As a result, I currently have three townships completely offline. These are not just casual users—this impacts schools and, more importantly, learners in rural areas who rely on this connectivity. The lack of action on something as basic as obtaining a quote is unacceptable.
I have raised this concern before, and I will say it again: this situation is severely damaging my business. I would strongly advise others to take note of how this is being handled. There seems to be no delay when it comes to disconnections, but when urgent service delivery is required, the process is unnecessarily prolonged—while billing continues.
If this matter is not resolved urgently, I will have no choice but to escalate it further, including exploring my rights under the Consumer Protection Act 68 of 2008.
I expect immediate attention to this matter.
I am still waiting for the cross-connect to be completed—or, more accurately, I am still waiting for the quote for the cross-connect.
To be clear, I have no issue with the disconnection of the two links I cancelled. That was expected and acceptable. However, it has now been over two weeks without any progress on the cross-connect, which, according to Teraco, is a task that should take approximately 30 minutes.
As a result, I currently have three townships completely offline. These are not just casual users—this impacts schools and, more importantly, learners in rural areas who rely on this connectivity. The lack of action on something as basic as obtaining a quote is unacceptable.
I have raised this concern before, and I will say it again: this situation is severely damaging my business. I would strongly advise others to take note of how this is being handled. There seems to be no delay when it comes to disconnections, but when urgent service delivery is required, the process is unnecessarily prolonged—while billing continues.
If this matter is not resolved urgently, I will have no choice but to escalate it further, including exploring my rights under the Consumer Protection Act 68 of 2008.
I expect immediate attention to this matter.