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Question of the Day: What is your non-negotiable item, device, or app for international travel?
Escalations and Signup contacts.
- Thread starter TheRoDent
- Start date
Daniel_2
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Hi ,
I have a quick question, does CI not have direct contact(s) at metro fibre to speed up issues. I have been with CI for since 1 June 2026 and my metro fibre line has dropped (3rd time this year) . Have been told it's going to take 5 days to reprovision my line.. All I get from the support tech at CI is that a ticket has been logged and 5 working days which I assume is the standard, as I got the same with my old ISP . I am a little disappointed as I was blown away by the onboarding team but I am now stuck in the same loop as with my previous isp. I have reached out to metro fibre and they have advised a contractor has been allocated the call.
COOL-20260625-2706883
I have a quick question, does CI not have direct contact(s) at metro fibre to speed up issues. I have been with CI for since 1 June 2026 and my metro fibre line has dropped (3rd time this year) . Have been told it's going to take 5 days to reprovision my line.. All I get from the support tech at CI is that a ticket has been logged and 5 working days which I assume is the standard, as I got the same with my old ISP . I am a little disappointed as I was blown away by the onboarding team but I am now stuck in the same loop as with my previous isp. I have reached out to metro fibre and they have advised a contractor has been allocated the call.
COOL-20260625-2706883
Hi there. Thank you for reaching out.
This is the standard Turnaround that MFN provides all ISPs. What this means, is that they must be allowed up to 5 working days to resolve the issue, before we are allowed to escalate the issue higher. This is not to say that it Will take 5 working days, it's just a way for them to manage client expectations.
Yes we do have a direct escalation contact at MFN, but again , they will advise that the ticket is within SLA, and that we cannot escalate yet.
Again, this is not to say that it will take 5 days. It's just their SLA, where other FNO's are typically within 3 working days.
Hi .
Sadly it's day 2 and I cannot forsee this being fixed until next week. I understand your situation but I cannot pay for a service I don't have and still have to pay for 5g and lte to continue working. There seems to be an issue with line and I don't know if it's malicious or just a glitch but three times in one year is not acceptable especially if each time it takes 5+ working days plus and it did the last two times.
I thank you for the response.
Thank you for your understanding, I will still check with our team to see if we can do a pro-active escalation , since it's a Friday, and take it from there.
Daniel_2
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Brendan14230
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Howzit @CoolEscalator
Ive applied for a line as can be seen in
Problem is I cannot reply to their constant requests for images of the ONT (or fibrebox, as your guys refer to it).. I REALLY would like this line active asap. Take a look at the ticket. I see the line is listed as active when I login... If so, can I PLEASE get details sent to me such that I can config the router and actually start working?
Regards
Ive applied for a line as can be seen in
#COOL-20260627-2709215...
Problem is I cannot reply to their constant requests for images of the ONT (or fibrebox, as your guys refer to it).. I REALLY would like this line active asap. Take a look at the ticket. I see the line is listed as active when I login... If so, can I PLEASE get details sent to me such that I can config the router and actually start working?
Regards
HI there, apologies for the back and forth.
I have asked our team to have a look at the ticket, unfortunately that department is closed right now, so will be in the morning.
I can confirm we received the images, and can see the ONT is powered on.
The next steps would be for our team to place the order with MFN.
Once activated, will you receive the PPPoE details.
The active Line you see there is just a placeholder for the line, We would still need to add the FTTH-METROFIBRE-NEXUS-30/30Mbps Package to your profile once its active.
We will try get you up and running as soon as possible
Brendan14230
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Much appreciated chap... Ill wait. Patiently... :}
Hi , you are not going to believe this but I lost connection again this morning and had to switch to lte. Down from 6am till close to 9am. Line was fine just couldn't connect. I am very worried here , I switched over to CI as they have an awesome reputation but it's getting costly, having to maintain decent backups services so as to continue working. I just don't understand what the issue could be. I have only been with CI since 1st June and am just getting killed here. I cannot afford to go down every couple of day's and I cannot afford the extra long drive to my central office to continue working.at a drop of a hat. What can I start to look at.
HI there, apologies for any inconvenience caused.
If you had an issue this morning and was resolved, it would be tricky to diagnose what went wrong,
Did you log a support ticket when the issue occurred? Would you be able to share this reference for me to check?
ld13
Honorary Master
Stupid questions:
Does frogfoot allow a secondary or new install at an existing address? I am worried that the migration handover goes wrong, on a Friday most likely, and I'd gladly rather pay for a new line while accelerit gracefully (ha) kill my old line...
If not..Is Coolideas able to positively identify and see the details of a line in the case of migration, ahead of the migration? Once again, I am worried that accelerit has the wrong details loaded against my line at home (trust me, stranger things have happened), and that we end up migrating the wrong line.
Does frogfoot allow a secondary or new install at an existing address? I am worried that the migration handover goes wrong, on a Friday most likely, and I'd gladly rather pay for a new line while accelerit gracefully (ha) kill my old line...
If not..Is Coolideas able to positively identify and see the details of a line in the case of migration, ahead of the migration? Once again, I am worried that accelerit has the wrong details loaded against my line at home (trust me, stranger things have happened), and that we end up migrating the wrong line.
Hi there. Thanks for reaching out.
Typically they can do a new install, or most likely just a new ONT, however this would first need to be confirmed by our team, would you mind sharing your ticket reference for me to share with our team?
ld13
Honorary Master
YGPM.
Whatever your team suggests or will be the smoothest in the end, be it a new install, getting them to terminate on the Monday, whatever- I will get behind it.