Cool Ideas Fibre ISP – Feedback Thread 4

[Frequency]

Hi @Frequency
We have sent this to Vumatel to confirm the release once confirmed we will inform you.

Thanks, but pretty sure you guys canceled someone else's line. I just got confirmation from you guys that the line has now definitely been canceled and released on your side and on the vuma side (including screenshots from vuma) without any doubt, yet I still have connectivity clearly on the cool ideas network. upload is in the toilet but the connectivity is there. Are you sure you are working on the correct line? Given the amount of rubbish you have loaded on my account without me ordering it and the fact that your support personnel constantly addresses me on the incorrect name, are you sure you do not have my account mixed up with someone else's line? Something here is clearly wrong.

 

[Frequency]

Hi @Frequency

Vumatel have confirmed the line is released.

Should I still have connectivity on your network if the line is canceled and released? Does it take time to propagate or should I immediately lose connectivity?

 

[CoolConnect]

Thanks, but pretty sure you guys canceled someone else's line. I just got confirmation from you guys that the line has now definitely been canceled and released on your side and on the vuma side (including screenshots from vuma) without any doubt, yet I still have connectivity clearly on the cool ideas network. upload is in the toilet but the connectivity is there. Are you sure you are working on the correct line? Given the amount of rubbish you have loaded on my account without me ordering it and the fact that your support personnel constantly addresses me on the incorrect name, are you sure you do not have my account mixed up with someone else's line? Something here is clearly wrong.

Should I still have connectivity on your network if the line is canceled and released? Does it take time to propagate or should I immediately lose connectivity?

Hi @Frequency

I have requested one of our Team Leaders to contact you to discuss the release further.

 

[bwana]

Hi @Frequency
We have sent this to Vumatel to confirm the release once confirmed we will inform you.

Hi @Getit

We've just received the following update from MFN:

The civil work has been completed and MFN's maintenance team is currently on site. Splicing will commence as soon as the maintenance is complete, but there is no ETR at the moment, unfortunately.
However, the team advised that all should be completed some time today.

Thank you for your patience.

You need to be registered as CI reps before soliciting any further information. Have one of your existing reps contact me.

 

[midasza]

Should I still have connectivity on your network if the line is canceled and released? Does it take time to propagate or should I immediately lose connectivity?

I think a better question is can the new ISP see the released line and take charge of it?

 

[PBCool]

I canceled my line with cool ideas on 16 Dec as they were unable to resolve my ongoing issues and didn't really look like they are interested in even attempting to resolve it. The line was supposed to be canceled and released on midnight of 31 Jan. Had multiple comms and I was promised that it would be released at exactly midnight. Got up this morning hoping my new ISP could start only to find out that I am still connected on cool ideas. Log into the portal and it shows the cancellation is complete yet I am still connected. Under devices, it still shows my line as active along with the VOIP phones which were incorrectly billed to my account which Cool Ideas promised to fix years ago. Phoned cool ideas and got transferred to multiple different departments and now they want 2 hours to try and figure out what is going on. One of your managers phoned last week asking why I canceled. He was the rudest AHole I spoke to in my entire life stating that this is service delivery in South African and I should just get used to it and stop complaining as everyone is suffering from load shedding. Saying Im being unreasonable as this is just the way things are in the country regardless of whether or not I am receiving the service that I am paying for. The bad service and incompetence of cool ideas still continue to surprise me even though I should not even be a customer anymore today. So glad I will be done with you today, that is to say if you can muster enough competent people to figure out how to actually cancel and release my line. Hopefully there is a cool ideas representative on this forum that can assist. cancellation request #COOL-20221216-1089288

Hi there, sorry to hear of your frustration. I would like to get more information around your issues and what you experienced. Can I drop you a PM?

 

[PBCool]

I think a better question is can the new ISP see the released line and take charge of it?

All of this kind of thing isn't typically the ISPs fault but more the FNO system. We obviously have no control of.

 

[Joseph_]

Anyone else struggling with downloads on Battlenet?

 

[Getit]

Hi @Getit

We've just received the following update from MFN:

The civil work has been completed and MFN's maintenance team is currently on site. Splicing will commence as soon as the maintenance is complete, but there is no ETR at the moment, unfortunately.
However, the team advised that all should be completed some time today.

Thank you for your patience.

All working eventually, thanks

 

[CoolEscalator]

All working eventually, thanks

Thank you for the confirmation. Much appreciated .

 

[furpile]

Hi @CoolEscalator. Internet is down since this morning, on Vodacom fibre in Richards Bay. Mobile data is dead too. Don't see anything on announcements? Reports are that the whole North Coast is affected. Have you had any notifications about this?

 

[CoolEscalator]

Hi @CoolEscalator. Internet is down since this morning, on Vodacom fibre in Richards Bay. Mobile data is dead too. Don't see anything on announcements? Reports are that the whole North Coast is affected. Have you had any notifications about this?

HI @furpile

Please note we have had no reports thus far for this area. Please make sure to log a ticket with our Support team so that we may investigate this.

 

[furpile]

HI @furpile

Please note we have had no reports thus far for this area. Please make sure to log a ticket with our Support team so that we may investigate this.

Ticket logged. Service returned a few hours ago but speeds are still terrible and I was struggling earlier to just open websites. Think the Vodacom network is still struggling.

#COOL-20230201-1123759

 

[furpile]

Hi @furpile, please note that we are investigating, and we will also give feedback on the ticket logged.

Morning. Thanks, I missed your call as I was in a meeting. But speeds are back to normal today so looks like the network recovered. I updated the ticket as well.

 

[CoolEscalator]

Morning. Thanks, I missed your call as I was in a meeting. But speeds are back to normal today so looks like the network recovered. I updated the ticket as well.

Good morning @furpile

Thank you for confirming that your speeds are back to normal, and for confirming with our Support team on your ticket.
Feel free to contact us should you require assistance again.

 

[FFMG]

#COOL-20230129-1119407

My internet is down, once again ... DBN North area

#COOL-20230202-1123887

 

[CoolEscalator]

My internet is down, once again ... DBN North area

#COOL-20230202-1123887

Hi FFMG, Please note that we have escalated your ticket to our support team. A technician will revert back on your ticket logged.

 

[FFMG]

Hi FFMG, Please note that we have escalated your ticket to our support team. A technician will revert back on your ticket logged.

The technician just called me, because I have no internet I had to go and work somewhere else.
I cannot just go home and wait for someone to call me.

In the past it has always been the fault on your side, everytime I have to go home and plug in my laptop ... only to be told that yes, the fault is indeed on your side.

Can you just log a call with whoever so they can do whatever they do, (I am never told what the issue is), so it can be fixed.

Otherwise, (as I said on the ticket), post step by step instructions as to what you want me to do here and I will rush home, do it, and post back the result.

I can't just sit at home with no internet waiting for someone to call me just to double check that I am not lying about not having internet.

 

[FFMG]

Hi @FFMG

As requested instructions have been sent via mail. We will await your response on your ticket.

Thanks, as soon as I can get home I will try it.

 

[CoolEscalator]

The technician just called me, because I have no internet I had to go and work somewhere else.
I cannot just go home and wait for someone to call me.

In the past it has always been the fault on your side, everytime I have to go home and plug in my laptop ... only to be told that yes, the fault is indeed on your side.

Can you just log a call with whoever so they can do whatever they do, (I am never told what the issue is), so it can be fixed.

Otherwise, (as I said on the ticket), post step by step instructions as to what you want me to do here and I will rush home, do it, and post back the result.

I can't just sit at home with no internet waiting for someone to call me just to double check that I am not lying about not having internet.

Hi @FFMG

This issue will be taken up with Vodacom. A ticket will be logged shortly and feedback will be provided periodically.