Cool Ideas Fibre ISP – Feedback Thread 3

[lightpixel]

Howzit, @PBCool Milnerton FFoot node died 28 minutes before the end of load shedding last night.
Stage 4 = insufficient batteries I suspect. I know you reached out to the frogs before on this, please when you got a gap put our case forward to them to use fast charge card or more batteries depending on what they have deployed.

Link is awesome, this is the only issue.

 

[mrafiq1]

Hi.
Anyone else having this?
Have my Router and ONT on Backup battery and have over enough battery power to last over a 3 hour period during load shedding.

Problem I have is at about 1.5hrs the internet stops working. (I am still connected to network). Definitely looks like the Fibre providers battery backup has run out. Happens all the time.

I am on Vumatel trenched with CISP in the Parow North area in Cape Town.

Any way this can be taken up with Vumatel?

 

[dasdk]

@PBCool PLEASE check your PM

 

[L-Dog]

If you have WIFI signal strength issues then its probably not the line. Ive had this issue where my neighbours WIFI routers are sharing the same channel as mine. You can download a free WIFI scanner off your app store, use it to find out which other routers are on your channel, and which aren't so busy, then go into your router settings and change your channel to a quiet one, and boom, it'll feel like a whole new connection.

Tried 5 or 6 different channels no difference

 

[Cavallino]

Good Morning Guys...am moving at month end, to an Octotel fiber network complex, however the unit is not linked ...the tenant stayed on ADSL. Nikita (she is a Star) advised that I would need to apply for a new install at the new address. My problem is that since yesterday the CI sign-up page Fiber map says “this page cannot load Google maps correctly”....so I could not proceed. Checking availability on Octotel website gives me the thumbs up... Any idea "@PBCool" when your web page will be fixed.
Ticket No.. #COOL-20200831-501846 Thanks in anticipation.

 

[Gielie01]

I feel your frustrations here, Vumatel have changed their processes which in a case of an automation failure they require manual intervention from their Dev team. In this case being month end, there are lots of these hence the delays.

I am escalating this further for you as our AM hasn't been forthcoming with assisting, I will update you asap.

Thank you @PBCool , dont know what magic you pulled overnight, but its been resolved, please thank the team that was working on my issue!!!! Great service from CI as expected.

 

[sgs]

Problem I have is at about 1.5hrs the internet stops working. (I am still connected to network). Definitely looks like the Fibre providers battery backup has run out. Happens all the time.

I am on Vumatel trenched with CISP in the Parow North area in Cape Town.

Any way this can be taken up with Vumatel?

+1

Exact same issue here - same area. Lasted only an hour and 15 minutes this morning.
It used to work - even with the 4-hour bout we had last year. So not sure what changed now - batteries kaput somewhere?

When it happens, I need to reboot the CPE a few times, else even with the fibre lights being on, there is nobody home.

PS: Not on Cool Ideas myself, so have taken this up with my ISP, for what it is worth. Maybe if more people make a noise Vuma will look into this...

 

[SpaceCowboy-D]

Hi.
Anyone else having this?
Have my Router and ONT on Backup battery and have over enough battery power to last over a 3 hour period during load shedding.

Problem I have is at about 1.5hrs the internet stops working. (I am still connected to network). Definitely looks like the Fibre providers battery backup has run out. Happens all the time.

I am on Vumatel trenched with CISP in the Parow North area in Cape Town.

Any way this can be taken up with Vumatel?

Hi,
Vumatel did alert us of an outage in Parow North and that Vumatel technicians are en-route to investigate.

Here's a link to our announcement about it, https://coolideas.co.za/announcements/5041/

 

[Cavallino]

Good Morning Guys...am moving at month end, to an Octotel fiber network complex, however the unit is not linked ...the tenant stayed on ADSL. Nikita (she is a Star) advised that I would need to apply for a new install at the new address. My problem is that since yesterday the CI sign-up page Fiber map says “this page cannot load Google maps correctly”....so I could not proceed. Checking availability on Octotel website gives me the thumbs up... Any idea "@PBCool" when your web page will be fixed.
Ticket No.. #COOL-20200831-501846 Thanks in anticipation.

I have just received (crossed my post above @ 09.55) a reply to my email sent yesterday morning from Nasreen Landsman . She has given me instructions on how to proceed if I cannot on the application website. Thank you.

 

[Tinuva]

Hi.
Anyone else having this?
Have my Router and ONT on Backup battery and have over enough battery power to last over a 3 hour period during load shedding.

Problem I have is at about 1.5hrs the internet stops working. (I am still connected to network). Definitely looks like the Fibre providers battery backup has run out. Happens all the time.

I am on Vumatel trenched with CISP in the Parow North area in Cape Town.

Any way this can be taken up with Vumatel?

When that happened with me, I emailed Support.capetown@vumatel.co.za

Back then in March 2020, this was the answer:

Cape Town Support support.capetown@vumatel.co.za via dkim.mimecast.org
Thu, Mar 12, 1:57 PM

Hi,

I followed up on this one and the reason for the outage is because we are not allowed to use our generator which powers the POP for The Crest. The City of Cape Town has put a stop to us using it due to noise complaints from residents within the area.

We are in the process of coming up with a solution for this to prevent downtime for the end user.

I do apologize for the inconvenience but please know that we are working on this and will have it resolved as soon as possible.

 

[mrafiq1]

Hi,
Vumatel did alert us of an outage in Parow North and that Vumatel technicians are en-route to investigate.

Here's a link to our announcement about it, https://coolideas.co.za/announcements/5041/

Thanks.
Appreciate the response.

Not the first time it has happend though. Happens whenever we loadshed. So probably a backup power issue.

 

[Nimz]

I believe you are up and running?

Yeah
Thanks again!

 

[mrafiq1]

Thanks.
Appreciate the response.

Not the first time it has happend though. Happens whenever we loadshed. So probably a backup power issue.

So whatever Vuma fixed seems to be holding up. Almost 2 hrs now and still online. Am happy now.

 

[Frankie23]

Link down.

Gordon's Bay, Frogfoot.

#COOL-20200903-504939

Broadband and Service lights off on ONT.

Urgently need the link up for work-from-home.

@PBCool @TheRoDent

EDIT: Link back up.

 

[FGRL]

@PBCool with the Century Connect price increase is it possible to downgrade package and if it isn’t suitable upgrade back to my contract the following month?
I Logged ticket #COOL-20200901-503462 and instead of answering my question the package was downgraded!! Help!!

 

[SpaceCowboy-D]

@PBCool with the Century Connect price increase is it possible to downgrade package and if it isn’t suitable upgrade back to my contract the following month?
I Logged ticket #COOL-20200901-503462 and instead of answering my question the package was downgraded!! Help!!
View attachment 905280

Hi there,

I'm sorry about the mix up here. I have already passed this to the CISP Connect team to look into and correct.
They will get in touch with you today.

 

[prokill88]

Wonder if someone here could assist me.

I have has an awful time dealing with the cool ideas call centers.

As of this month i moved from vox 100/50 Uncapped fibre to Cool ideas 200/100 Uncapped

Now the move was seamless but my line speed is still at 100/50 ive dealt with various people in the call center and all have a different story. Ive been told id get feedback but have never got.

As of this morning i see my line is now 100/100 which is still incorrect

Please can some one assist.

 

[SpaceCowboy-D]

Wonder if someone here could assist me.

I have has an awful time dealing with the cool ideas call centers.

As of this month i moved from vox 100/50 Uncapped fibre to Cool ideas 200/100 Uncapped

Now the move was seamless but my line speed is still at 100/50 ive dealt with various people in the call center and all have a different story. Ive been told id get feedback but have never got.

As of this morning i see my line is now 100/100 which is still incorrect

Please can some one assist.

Hi there,

We can investigate this deeper, have you logged a ticket with support@coolideas.co.za by any chance?

 

[prokill88]

Hi there,

We can investigate this deeper, have you logged a ticket with support@coolideas.co.za by any chance?

Yes #COOL-20200901-503376

 

[SpaceCowboy-D]

Yes #COOL-20200901-503376

Thank you for submitting your ticket reference number. I see that someone has been in contact with you already and is assisting you.

If there's anything else you require, please feel free to mention it on the ticket itself and if you do not get a response in a timely manner you can mention it here.