Connectivity issue since yesterday (ref number:636712)

[AdaLev]

Hi, yesterday my line went down and technicians from Vumatel came to look at it in the afternoon. On the instruction of a network operator who believed that my line had been recorded as cancelled (it wasn't) the technicians removed the box and replaced it. I was told the line would be up today but now neither Cool Ideas or Vumatel recognise the FSAN number and my line is completely dead. Firstly, replacing the box entirely was unnecessary. The technicians and network operator need to be trained properly because clearly they were unaware of the actual issue. Secondly this is the second time in three months that this issue has occurred. Both Cool Ideas and Vumatel need to get their act together now. I shouldn't have to wait 72 hours to be back online, especially since this incident shouldn't have happened in the first place! Thank you

 

[PBCool]

Hi, yesterday my line went down and technicians from Vumatel came to look at it in the afternoon. On the instruction of a network operator who believed that my line had been recorded as cancelled (it wasn't) the technicians removed the box and replaced it. I was told the line would be up today but now neither Cool Ideas or Vumatel recognise the FSAN number and my line is completely dead. Firstly, replacing the box entirely was unnecessary. The technicians and network operator need to be trained properly because clearly they were unaware of the actual issue. Secondly this is the second time in three months that this issue has occurred. Both Cool Ideas and Vumatel need to get their act together now. I shouldn't have to wait 72 hours to be back online, especially since this incident shouldn't have happened in the first place! Thank you

Escalating for you

 

[AdaLev]

Escalating for you

Thank you. It seems like the connection is there again but the issue is with the router as one of the lights is out. It's extremely important that my line is up and running again tomorrow so it would be preferable if a new router could be delivered tomorrow if it does need to be replaced

 

[TheRoDent]

Which / what light is out? Is your WiFi working? Are you using an Ethernet port ?

 

[AdaLev]

Hi, not to worry it's working now. Thank you so much for all your help! This escalated a lot more quickly when I reported here. Great help. Thank you!