2-3 days !!! you have to be

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Please allow for 2 – 3 Working days turnaround time from our business support department to create your Configuration details and send them through to you

This after Fibre became available on MON
Installation on THURSDAY with fault
Fault resolved on Friday

Application was on MON
B number was given to support on THURSDAY

That none of this was due to Coolideas and was driven by pleading with installer/team leader

The application was without router, and yet this morning I need to confirm even that
 
Yep :)

The question is though what takes 2-3 days when a line is up and running, the application was a week ago , to get an account to use ?

And its not the payment details or RICA , that was completed on Tuesday
 
hi
Anagram said:
Please allow for 2 – 3 Working days turnaround time from our business support department to create your Configuration details and send them through to you

This after Fibre became available on MON
Installation on THURSDAY with fault
Fault resolved on Friday

Application was on MON
B number was given to support on THURSDAY

That none of this was due to Coolideas and was driven by pleading with installer/team leader

The application was without router, and yet this morning I need to confirm even that
Click to expand...
Hi there, apologies for any inconvenience caused in this regard, are you able to provide your #COOL ticket reference for me to escalate internally to our Business team?
 
Yeah I know what you mean.
 
Hi, unfortunately, we manage this via the fibre provider process. So only once said FNO actually hands the line over to us can we then do the rest of issuing accounts etc

So it may seem done on the surface and things might actually work from when the B number is issued, we won't get any assistance from Openserve if the service doesn't come up, until they have handed it over to us.

Was this a new install or an existing line?
 
This is what was ordered

Product/Service: Fibre Lines - OpenServe Fibre Line
Installation: Install New OpenServe Fibre line
Cool Ideas Fibre Router: I already have a router
custom_router_address:
delivery_choice:
line_option: line_existing
signup_package: FTTH-OPENSERVE-200/200Mbps

This is what was provided

Product/Service
Openserve Business - FTTB-OPENSERVE-100/100Mbps

And leads to
Please follow the link below to select a suitable date and time for your on-site activation and testing
and
Please allow for 2 – 3 Working days turnaround time from our business support department to create your Configuration details and send them through to you

Logging into Client area
Account Login that placed order
shows Openserve Fibre line

2nd Account Login meant for billing email
shows Openserve Business - FTTB-OPENSERVE-100/100Mbps

Tickets available on one account not visible or available on the other

Line is up and active after getting PPP password
 
Last edited:
Anagram said:
This is what was ordered

Product/Service: Fibre Lines - OpenServe Fibre Line
Installation: Install New OpenServe Fibre line
Cool Ideas Fibre Router: I already have a router
custom_router_address:
delivery_choice:
line_option: line_existing
signup_package: FTTH-OPENSERVE-200/200Mbps

This is what was provided

Product/Service
Openserve Business - FTTB-OPENSERVE-100/100Mbps

And leads to
Please follow the link below to select a suitable date and time for your on-site activation and testing
and
Please allow for 2 – 3 Working days turnaround time from our business support department to create your Configuration details and send them through to you

Logging into Client area
Account Login that placed order
shows Openserve Fibre line

2nd Account Login meant for billing email
shows Openserve Business - FTTB-OPENSERVE-100/100Mbps

Tickets available on one account not visible or available on the other

Line is up and active after getting PPP password
Click to expand...
I am quite confused here, so is the issue you've ordered a 200Mbps service and only been provided with 100Mbps?

What was your most recent ticket number?

I don't see where business comes into any of this as it's just a home service.
 
PBCool said:
I am quite confused here, so is the issue you've ordered a 200Mbps service and only been provided with 100Mbps?

What was your most recent ticket number?

I don't see where business comes into any of this as it's just a home service.
Click to expand...
They mentioned they were given a Openserve business product as well

Product/Service
Openserve Business - FTTB-OPENSERVE-100/100Mbps
 
I don't see where business comes into any of this as it's just a home service.

Me neither

PMs were sent to you
 
Thanks I don't see any ticket number in your PM?
 
And this is just what I have been getting the whole day

I provided you with the original order as well as the Service listed along with the B number for the FTTB

My call this morning support , was promised call back as to the different information in the Client area - still waiting

email to complaints @CoolIdeas remains unanswered

My call to Business results in nothing either as to resolution or any timeline

And you want a Ticket number ?
 
Anagram said:
And this is just what I have been getting the whole day

I provided you with the original order as well as the Service listed along with the B number for the FTTB

My call this morning support , was promised call back as to the different information in the Client area - still waiting

email to complaints @CoolIdeas remains unanswered

My call to Business results in nothing either as to resolution or any timeline

And you want a Ticket number ?
Click to expand...
I can't easily look up your account based on that info, so customer code or an email address will also work.

You don't need to deal with business. You can drop a mail to [email protected]
 
TLDR

Coolideas Business co-opted to take over a FTTH aplication.

Changing FTTH to FTTB , line speed and cost

That the Coolideas Business had an order for fibre from DFA in process from Company, now cancelled is irrelevant

Coolideas Business played absolutely zero role in getting fibre from Openserve

At no point was this requested nor would it have been accepted if offered

No answer as how this is possible , an application made from an individual for FTTH with Rica and debit order changed to Business without any notification or even input

It appears that in doing so, they split the 2 client area logins , the original login reflecting only the Fibre line and with additional info showing FTTH-OPENSERVE-200/200Mbps as the request

The contact login established for billing reflecting the Service and FTTB 100/100 with associated B number as active

Reading the original post I made :) It was not an attempt to be cryptic , but the 1st step of information that keeps trickling down to me. In retrospect it seems clear , the difference between FTTB install with on site visit and the time delay, except this was a FTTH application.

Two tickets created for PBCOOL and sent by PM since only one ticket is visible to each login

Talking to Connect only results in them saying Business acc and still no callback that they offered after escalation re the two client panels


Yes the line is up , and No i cannot get a static IP purchased on either of the Client panel logins. Neither meets the criteria for making the purchase / Unfortunately you do not have any valid FTTH service that can use a static IP! in RED

Yes DynDNS is a thing, as is CGNAT , and everyone loves setup, and having to revisit setup to make changes

Yesterday (Monday) was also coincidentally the day a decision needed to continue with Tailscale for the next month at a cost of R2000 or if the Fibre would actually be in and operational

Speed test with cat 6 cable :) single laptop only connection to router gives 200 down and 120 up
Which is really good or not so good , something to be kicked down the line for another day

Coolideas has a reputation for being one of the better ISP's

The best ISP is the one you never have to call
 
Missed a single call

received email stating we have attempted to contact you

email advises me to login to client zone and update my change of address ?????

returned call

advised that i need to put in application for FTTB ?????

Fantastic service NOT
 
Anagram said:
Missed a single call

received email stating we have attempted to contact you

email advises me to login to client zone and update my change of address ?????

returned call

advised that i need to put in application for FTTB ?????

Fantastic service NOT
Click to expand...
Hi there, hope you are well, apologies for any delays.
Please note, I have reached our to our team, who has managed to rectify the account issue .

I have sent you a PM in this regard to confirm a few things.
Please revert back via PM at your earliest onvenience .
 
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