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  1. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there, their turn around time is between 24-72hrs depending on the issue as it can be resolved before then. I can see that our team have been following up with them as well but haven't obtained any feedback yet as to when the tech will be dispatched as it appears there's a tech pending...
  3. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there, thank you for providing us with your ticket ref number. Your ticket has been escalated to our Tier2 technicians, one of the technicians is going to give you a callback and will provide you with all the information that you need. Thank you for your patience.
  4. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Good morning. Thanks for the ticket ref. This is a possible fibre fault on Vumatel's side and our Support Team logged the fault with them. It's not related to your recent upgrade. We've linked your ticket to the account holder's profile and sent the ticket confirmation to you both. Please...
  5. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there. Thank you for the ticket reference. Please note we have escalated it with our technicians to assist. Contact will be made soon.
  6. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi let me check with the team, will share feedback soon.
  7. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there, sorry for the delay. I can see we haven't obtained any feedback from Vumatel yet regarding the activation (order: OVC-010325-01501835) but I have relayed the feedback you obtained from Vumatel to our team so that they can get back to you first thing tomorrow morning and update you...
  8. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there, sorry for the delay. There was an outage that took place, but it has since been resolved - https://coolideas.co.za/announcements/65477 Are you still experiencing any issues?
  9. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Thank you for providing the reference number. Our Support team tried to get hold of you at 13:48 but you were not available. The line appears to be up, troubleshooting needs to be done if you are still not connected. Kindly please contact us tomorrow from 09:00 - 15:00 if your line is still down.
  10. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there, kindly please provide us with your ticket number, we would like to follow up with our Support team on your behalf.
  11. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi. Please note Vumatel hasn't confirmed any outages in PE. Kindly log a ticket with our support team.
  12. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there, the cut-off date for a retraction is the 20th of the month in which your line will terminate. So, you might be billed a retraction fee, should you request a retraction after this date. Edit: The requests may not be retractable as well, depending on how far the order has progressed...
  13. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Thank you for your feedback, if there is anything we can help with, kindly please let us know.
  14. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there. Kindly note, I have requested our Connect team to update on the progress of your ticket - #COOL-20250102-2264588
  15. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi. I've checked for your area with the FNO, currently there no confirmation of an outage. Please advise if you still have no connection on your end.
  16. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there, apologies for the delay on this issue. Please see the latest update: We are observing an ongoing flap on the Juniper, our core team is currently investigating Techs are onsite hard rebooting the junipers to try and resolve the issue The reboot of R2 is now complete. R1 has just...
  17. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Good Morning Everyone. Happy New Year. Please note Frogfoot has confirmed the degraded fibre issue on their end affecting services in Cape Town (31/12/2024 @23:10). Their technicians are working on the resolution. We apologise for the inconvenience. Please see the announcement for updates...
  18. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi. Please note we do offer the FTTH service for static IP (Client may order static IP via coolzone). You may please share your Cool Ideas profile details (Phone number or email) for our Connect team to double check and assist.
  19. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi there. You may please share your contact details (Phone number and email) so that I can organise a call back from one of our connect consultant to further advise.
  20. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi, yes Vumatel has an outage in Benoni, please refer: https://coolideas.co.za/announcements/62894
  21. CoolHelp

    Cool Ideas Fibre ISP – Feedback Thread 6

    Hi please note I am checking with the team and have escalated the ticket to support.
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