Absolute hell trying to get FTTH activated between Cool Ideas and Vumatel

A

Aftershock416

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Recently moved into a new place (Joburg, Melrose area) with a pre-existing fibre installation. Should be simple, right? Just activate the line and there we go.

Apparently not.

Cool Ideas are claiming the activation failed and blamed me for "not making sure it was plugged in". The ONT has been connected to an inverter the whole time, so I can absolutely guaruntee it was not powered off at any point.

Since then, every time they just tell me that the line is "awaiting activation" and that they'll let me know when they have feedback from Vumatel. It's been "escalated" about 10 times now and every time someone from promises to call me back, yet never does.

I tried calling Vumatel directly and they say that the ticket was closed because the "ISP rejected the order".

No one on either side seems to know what's going on and I'm at my absolute wits end and it's been a day short of two weeks since I placed the order with Cool Ideas.

Does anyone have any advice to give? Should I try cancelling with Cool Ideas and going with a different ISP? I was a client of theirs a few years ago and had a decent experience, but the service seems to have significantly deteriorated since then. Axxess and Vox have been recommended by neighbors.
 
Aftershock416 said:
Recently moved into a new place (Joburg, Melrose area) with a pre-existing fibre installation. Should be simple, right? Just activate the line and there we go.

Apparently not.

Cool Ideas are claiming the activation failed and blamed me for "not making sure it was plugged in". The ONT has been connected to an inverter the whole time, so I can absolutely guaruntee it was not powered off at any point.

Since then, every time they just tell me that the line is "awaiting activation" and that they'll let me know when they have feedback from Vumatel. It's been "escalated" about 10 times now and every time someone from promises to call me back, yet never does.

I tried calling Vumatel directly and they say that the ticket was closed because the "ISP rejected the order".

No one on either side seems to know what's going on and I'm at my absolute wits end and it's been a day short of two weeks since I placed the order with Cool Ideas.

Does anyone have any advice to give? Should I try cancelling with Cool Ideas and going with a different ISP? I was a client of theirs a few years ago and had a decent experience, but the service seems to have significantly deteriorated since then. Axxess and Vox have been recommended by neighbors.
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Hi There, apologies for any inconvenience caused in this regard.

Are you able to provide your #COOL Reference so that I can chase this up on my end?
 
CoolEscalator said:
Hi, I believe our team has been in contact?
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They have contacted me, though it was not helpful at all and I was just told that it had been escalated to Vumatel again.

Edit: After calling back I was told that a technician would be sent out today, so will wait to see if that happens.
 
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I received an email claiming that the line is active and have been sent an invoice, but the ONT is still not activated...

The support department tells me that the line is down and there's nothing they can do and the connect department is telling me because it's activated the ticket has been closed on their side only the support department can help me.

Vumatel technicians have been here twice (first last week Tuesday and again yesterday) and both times they claimed that the line was fine and it was just pending activation.

I'm not sure what's going on anymore, I cannot understand how it can be such a massive problem simply to get the line activated.

Being told repeatedly that something has been "escalated" with no resolution is not helpful at all.

Surely there's someone at Cool Ideas who can contact Vumatel and explain the issue? It has been two full weeks now yet absolutely zero progress has been made.

CoolEscalator said:
HI @Aftershock416

Unfortunately the team is still waiting on activation from Vumatel.
We are doing our best to get this sorted for you.

Apologies for the delays
Click to expand...
 
Aftershock416 said:
I received an email claiming that the line is active and have been sent an invoice, but the ONT is still not activated...

The support department tells me that the line is down and there's nothing they can do and the connect department is telling me because it's activated the ticket has been closed on their side only the support department can help me.

Vumatel technicians have been here twice (first last week Tuesday and again yesterday) and both times they claimed that the line was fine and it was just pending activation.

I'm not sure what's going on anymore, I cannot understand how it can be such a massive problem simply to get the line activated.

Being told repeatedly that something has been "escalated" with no resolution is not helpful at all.

Surely there's someone at Cool Ideas who can contact Vumatel and explain the issue? It has been two full weeks now yet absolutely zero progress has been made.
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This is one of those unfortunate situations that requires manual intervention from Vumatel on their provisioning side. They get that done with their dev side eventually. Only to find the line is then down.

Which then needs to be resolved by their support department.

Apologies for the ongoing frustration, we will escalate once again @CoolEscalator
 
Vumatel are kunts. It's nearly impossible to get hold of them, and since they're the only FNO in so many areas, whatcha gonna do?
 
In my experience with multiple fiber providers and ISPs including @PBCool I can safely the say problem is AWAYS Vumatel.

They are unfortunately playing by old Telkom’s playbook and they love to hide their incompetence behind the ISPs
 
PBCool said:
This is one of those unfortunate situations that requires manual intervention from Vumatel on their provisioning side. They get that done with their dev side eventually. Only to find the line is then down.

Which then needs to be resolved by their support department.

Apologies for the ongoing frustration, we will escalate once again @CoolEscalator
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Really, really frustrating, but okay.

Will I need to go through the whole activation/provisioning process again once the line has been fixed?
 
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