Best ISP on Vumatel

[Hennie B]

Can you elaborate for me? The whole point of having presence is to improve things for customers.

The horror stories I've heard from friends, I would say that Lolapalooza's comment is justified.

From call centers not answering their phones, emails remaining unanswered, requests logged but not being fulfilled and having been stuck on a "cancelled" line in stead of a speed upgrade are various reasons that I've heard, that will prevent me from ever considering Cool Ideas as an ISP. Easy as that.

 

[PBCool]

The horror stories I've heard from friends, I would say that Lolapalooza's comment is justified.

From call centers not answering their phones, emails remaining unanswered, requests logged but not being fulfilled and having been stuck on a "cancelled" line in stead of a speed upgrade are various reasons that I've heard, that will prevent me from ever considering Cool Ideas as an ISP. Easy as that.

Look well we manage all of the metrics of the business and can give you hold times and ticket response times, if you have any examples for me then I would be happy to investigate and report back.

If this was the daily situation do you not think our thread would be bombarded with such things? We wouldn't have a business after this many years if that was the case.

 

[Hennie B]

Look well we manage all of the metrics of the business and can give you hold times and ticket response times, if you have any examples for me then I would be happy to investigate and report back.

If this was the daily situation do you not think our thread would be bombarded with such things? We wouldn't have a business after this many years if that was the case.

This was when my friend tried moving their line when they moved, literally form one medium to the other (wireless to fibre), and he struggled more than two months and eventually just decided to close his account. I have no desire to ask him for information.

Re the daily situation: Some people just suffer in silence, I wouldn't be surprised if there are a substantial amount of clients that would rather just stay where they are than to struggle getting anything to change.

 

[PBCool]

This was when my friend tried moving their line when they moved, literally form one medium to the other (wireless to fibre), and he struggled more than two months and eventually just decided to close his account. I have no desire to ask him for information.

Re the daily situation: Some people just suffer in silence, I wouldn't be surprised if there are a substantial amount of clients that would rather just stay where they are than to struggle getting anything to change.

Can you let me know when did they change from wireless to fibre (which year?)

Again if we had everyone suffering in silence we would realistically know about it or be on a major decline. Also then it's one horror story .

 

[SkyRazor]

****** fibre go for rain one 5g

 

[PBCool]

****** fibre go for rain one 5g

The fastest performing networks in ZA and the african continent are still fibre based.

Rain uses fibre to backhaul their traffic, so why would wireless last mile make any more sense if you have fibre available?

 

[longboy]

****** fibre go for rain one 5g

Boet.

Put down your zol pipe and empty out that bottle of Mainstay.

 

[fishfly]

The fastest performing networks in ZA and the african continent are still fibre based.

Rain uses fibre to backhaul their traffic, so why would wireless last mile make any more sense if you have fibre available?

So far after Mind the speed ported over to CISP - which has brought me back to CISP, I have not been impressed with the service.... constant slowdown/outage around 16:30-17:30 to Azure services and overseas streaming service while my Vodacom 5g worked fine with barely a bar of signal within my house....

This has been happening intermittently over the last 3 weeks... but proving it is like trying to search for a needle in a haystack, by the time I am about to log a fault the services are restored again

 

[PBCool]

So far after Mind the speed ported over to CISP - which has brought me back to CISP, I have not been impressed with the service.... constant slowdown/outage around 16:30-17:30 to Azure services and overseas streaming service while my Vodacom 5g worked fine with barely a bar of signal within my house....

This has been happening intermittently over the last 3 weeks... but proving it is like trying to search for a needle in a haystack, by the time I am about to log a fault the services are restored again

Hi, log it anyway and post your ref here.

 

[The Web Guy]

I have to agree; I was moved from MTS to Cool Ideas, and the service was a downgrade rather than an upgrade. We used to have perhaps 1 or 2 issues per year, and it wasn't even MTS's fault, but they bent over backward to support and help us.

After moving to Cool Ideas, we've had problem after problem after problem. Wrong billing, slower speeds, and the IP we're on gets slower over time. Last night, for example, we couldn't work with our US clients because the internet was down from 2 a.m. to 6 a.m. There was no support number on their website. I logged a ticket the other month when the internet was offline after they changed our IP because it was slow as hell. No internet; I waited 8 hours for them to respond to my ticket.

They didn't, by the way. By some miracle, I found a number for them through a forum and asked the tech to check our internet line because it was dead. He refreshed it and updated the ticket, and I was 1 day behind on work.

@PBCool I am in the process of migrating my business services and related operations to someone else... Your technicians even said we need to buy a new router from you because you don't use Microtik nor do you support it. But you acquired a company whose clients all used it, at least most of them.

I will never recommend you guys ever. It's always our fault as the client, but behind the scenes, things "miraculously" fix themselves. But only after we have a ticket logged and receive a phone call saying everything is "fine" on your side, it must be on our side. "Test the wall unit" is your tech agent's default message.

 

[CrypticZA]

I have to agree; I was moved from MTS to Cool Ideas, and the service was a downgrade rather than an upgrade. We used to have perhaps 1 or 2 issues per year, and it wasn't even MTS's fault, but they bent over backward to support and help us.

After moving to Cool Ideas, we've had problem after problem after problem. Wrong billing, slower speeds, and the IP we're on gets slower over time. Last night, for example, we couldn't work with our US clients because the internet was down from 2 a.m. to 6 a.m. There was no support number on their website. I logged a ticket the other month when the internet was offline after they changed our IP because it was slow as hell. No internet; I waited 8 hours for them to respond to my ticket.

They didn't, by the way. By some miracle, I found a number for them through a forum and asked the tech to check our internet line because it was dead. He refreshed it and updated the ticket, and I was 1 day behind on work.

@PBCool I am in the process of migrating my business services and related operations to someone else... Your technicians even said we need to buy a new router from you because you don't use Microtik nor do you support it. But you acquired a company whose clients all used it, at least most of them.

I will never recommend you guys ever. It's always our fault as the client, but behind the scenes, things "miraculously" fix themselves. But only after we have a ticket logged and receive a phone call saying everything is "fine" on your side, it must be on our side. "Test the wall unit" is your tech agent's default message.

First post user...

"There was no support number on their website."





Willing to bet your fibre network became a problem after switching from MTS. Typical congestion issues tbh or a bad internal network problem

@CoolEscalator just FYI incase PB is busy

 

[The Web Guy]

@CrypticZA Their number is now on their website because I complained to the technician about it. I am also not sure whether the number stays online when services are available and dynamically hides when support hours are not in effect. But the only place I found their number was on a forum.

Secondly, a typical congestion problem is something they should prevent before it occurs, not wait until it occurs to resolve it.

Thirdly, I don't really care what the reasons are for the poor performance; the fact is that there is one, and more and more people are seeing it. Just have a look at your current Hello Peter profile. Why it sometimes takes up to 8 hours (and not the first time) for a ticket to be answered so slowly, either. It is unacceptable.

Don't get me started on the VOIP issues...

The attached image shows my first ticket comment, a recent ticket, and the staff's first response time, which came only at almost 5 in the afternoon. As I said, I have had my share, and I am no longer accepting the poor service or the excuse that everything is fine on our side and it must be on your side. The irony is that our network didn't change; only our ISP did when they acquired MTS.

But this was my experience in isolation, not a fantastic experience. Bad enough, though, for me to consider paying higher prices just to get rid of bad service. The irony, again, is that MTS was cheaper and had far fewer issues.

 

[CrypticZA]

@CrypticZA Their number is now on their website because I complained to the technician about it. I am also not sure whether the number stays online when services are available and dynamically hides when support hours are not in effect. But the only place I found their number was on a forum.

Secondly, a typical congestion problem is something they should prevent before it occurs, not wait until it occurs to resolve it.

Thirdly, I don't really care what the reasons are for the poor performance; the fact is that there is one, and more and more people are seeing it. Just have a look at your current Hello Peter profile. Why it sometimes takes up to 8 hours (and not the first time) for a ticket to be answered so slowly, either. It is unacceptable.

Don't get me started on the VOIP issues...

The attached image shows my first ticket comment, a recent ticket, and the staff's first response time, which came only at almost 5 in the afternoon. As I said, I have had my share, and I am no longer accepting the poor service or the excuse that everything is fine on our side and it must be on your side. The irony is that our network didn't change; only our ISP did when they acquired MTS.

But this was my experience in isolation, not a fantastic experience. Bad enough, though, for me to consider paying higher prices just to get rid of bad service. The irony, again, is that MTS was cheaper and had far fewer issues.

I don't work for them just fyi.

Your fibre network is monitored by your fibre provider not them. They manage their network which is not congested because we all would be complaining then of the same problems and we not.

They can't see that a fibre network is congested, I started off fine with Vumatel and then everyone went and got lines, people upgraded and bam we hit capacity on the fibre network. They might be able to detect patterns of clients in a certain area having problems at the same time but they'd need to monitor everyones lines 24/7.

Include your ticket references and PB and Coolescalator will have a look into it.

 

[The Web Guy]

@CrypticZA Noted, but it sounded like you worked for them from the way you're defending them, haha.

The ISP is responsible for monitoring fiber networks for congestion to ensure optimal performance and prevent client congestion. That is their job. I am sure they have Traffic and Bandwidth monitoring tools with a dash of Data Prioritization on top of that.

If not, what are they doing?

As I said earlier, I'm not interested in sticking around; I have over 30 tickets logged with them over the past 16 months. VoIP and Fiber mixed. I would rather move my business to a different provider whose reviews show their services are on point.

I must admit, I am quite sad that MTS has been acquired; they did a fantastic job and really did bend over backward for their clients. I will be missing them, but business is business.