Evotel is refreshingly direct about when it is the wrong number to call. Its contact page has two columns, and the first one is a list of things you should not phone Evotel about.
Evotel contact details
- Telephone: 086 038 6835
- Support: [email protected]
- Sales and coverage: [email protected]
- Registered as Evolution Tel (Pty) Ltd
Evotel’s own split, quoted from its contact page
Contact your ISP for: billing, invoices and refunds; fibre line suspension; account changes and updates; upgrades and downgrades.
Contact Evotel for: network status; network outages; promotions and specials; changing ISP.
That is the whole decision, published by the operator. Anything about money or your account is the ISP. Anything about the fibre itself, or about moving between ISPs on the same line, is Evotel.
Changing ISP is the interesting one
Note that changing ISP sits on Evotel’s side of the list. That is because the line into your house belongs to the network, not to the provider billing you, so you can move to a different ISP without a new installation. If your current provider is poor, you are not stuck — but check your notice period and any remaining contract term with them first, because leaving early is a billing matter and that is their department.
Evotel publishes its ISP directory
Evotel states it has partnered with 49 South African internet service providers and it lists their contact details and sign-up links on its own contact page. If you are on an Evotel line and cannot remember who bills you, or you are shopping for a better deal on the same fibre, that directory is the fastest way to find the numbers — and it is the operator’s own list rather than a comparison site with referral fees.
Before you report a fault
- Check network status first. If Evotel has already declared an outage in your area, there is nothing to report and nothing your ISP can do.
- Note the state of the light on the fibre box. It is the first question.
- Test on a cable rather than over WiFi. A slow WiFi result is usually a WiFi problem.
- If it is not an outage, log it with your ISP and ask for the reference they open with Evotel.
Installations, trenching and damage
Digging, a verge or wall damaged during installation, an appointment that was missed, or getting fibre into a complex are all network matters and belong on the Evotel number rather than with the ISP. Take photographs on the day and put the complaint in writing.
If it is not resolved
- Keep the fault or installation reference and the date of each call.
- An unresolved telecommunications complaint goes to ICASA, the industry regulator.
- A billing dispute is with the ISP, not with Evotel, and may also be taken up under the Consumer Protection Act.