Cool Ideas Fibre ISP – Feedback Thread 4

[grantduke]

Anyone's Frogfoot line speed changes taken affect yet?

 

[CoolEscalator]

Anyone's Frogfoot line speed changes taken affect yet?

Hi @grantduke

Please note, the Frogfoot speed changes, along with the other participating Fibre Providers, are being implemented starting 1 February 2023, these changes may take up to 2 weeks to reflect.

I hope this answered your question.

 

[grantduke]

Hi @grantduke

Please note, the Frogfoot speed changes, along with the other participating Fibre Providers, are being implemented starting 1 February 2023, these changes may take up to 2 weeks to reflect.

I hope this answered your question.

Thank you for the answer, in my case, the speed change doesn't mean a price increase for me. But what about customers who are now paying more because of the speed changes implemented by Frogfoot, but they will only get to "use" what they paid for in 2 weeks time?

 

[midasza]

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.

Just do what I do when logging a call on behalf of customers - lie. If u have done the tests, just lie to the person on the phone. Switch the CPE off, sure, no problem just wait (sitting in a coffee shop, and signal the waitress), oh its booting up now (make pointing signs at coffee cup), ahh plug my laptop in - ohh i am getting 169 ip address and it says no internet. ONLY do this if u have actually done these tests at home first.

 

[CoolConnect]

Thank you for the answer, in my case, the speed change doesn't mean a price increase for me. But what about customers who are now paying more because of the speed changes implemented by Frogfoot, but they will only get to "use" what they paid for in 2 weeks time?

Hi @grantduke

I would like to get your details. Kindly drop us a PM with your details so we may further assist.

 

[Joseph_]

Hi @PBCool the disconnects are getting better lately but just wanted to check if you have heard anything more from DFA?

 

[FFMG]

Just do what I do when logging a call on behalf of customers - lie. If u have done the tests, just lie to the person on the phone. Switch the CPE off, sure, no problem just wait (sitting in a coffee shop, and signal the waitress), oh its booting up now (make pointing signs at coffee cup), ahh plug my laptop in - ohh i am getting 169 ip address and it says no internet. ONLY do this if u have actually done these tests at home first.

Yeah, I should do that from now on.

CI doesn't trust me anyway, they think I was running around ripping out cables and changing username and passwords and _then_ logging a fault.

Here I am with no internet ... again

And I get no real information, "We logged a call, you might get your internet back in 24 - 72 hours ... yes in 1 to 3 days!"

And, from past experience, I know this will probably not be resolved by tomorrow, (Friday, day 2).
So if I am lucky someone might actually look into it on Monday, (day 3 ...)

This sucks ...

 

[grantduke]

Hi @grantduke

I would like to get your details. Kindly drop us a PM with your details so we may further assist.

How would having my details help answer the question I asked?

Again, the Frogfoot related speed change doesn't incur a high fee on my package. But, as I do not have visibility to all packages that CISP offer over Frogfoot, I can't comment for those users.

So again, my question:

But what about customers who are now paying more because of the speed changes implemented by Frogfoot, but they will only get to "use" what they paid for in 2 weeks time?

 

[CoolEscalator]

How would having my details help answer the question I asked?

Again, the Frogfoot related speed change doesn't incur a high fee on my package. But, as I do not have visibility to all packages that CISP offer over Frogfoot, I can't comment for those users.

So again, my question:

The reason we ask your details was that we could log a ticket with Frogfoot, to fast track the change to your speeds.

To answer your question, the two weeks is just an estimate by the FNO and normally doesn't take that long, as the ISP we have no control over that and it's the FNO process.

 

[CoolEscalator]

Yeah, I should do that from now on.

CI doesn't trust me anyway, they think I was running around ripping out cables and changing username and passwords and _then_ logging a fault.

Here I am with no internet ... again

And I get no real information, "We logged a call, you might get your internet back in 24 - 72 hours ... yes in 1 to 3 days!"

And, from past experience, I know this will probably not be resolved by tomorrow, (Friday, day 2).
So if I am lucky someone might actually look into it on Monday, (day 3 ...)

This sucks ...

Hi @FFMG our support teams are simply following the processes that FNO (Vodacom) needs us to follow before a ticket is created with them, like with any other FNO. These troubleshooting steps help us diagnose faults accurately so that the FNO knows exactly what to do/check to resolve the issue.

Unfortunately, the turnaround times are controlled by the FNO. However, we are escalating your fault to the FNO's management so we can get you reconnected asap.

We also saw your update about your neighbour's Vodacom line being down as well. We are waiting for the FNO to confirm the outage.

We will keep you posted.

 

[Joseph_]

Weird packet loss tonight, comes and goes

 

[TheRoDent]

Weird packet loss tonight, comes and goes
View attachment 1468565

Seems like a line isssue. Please report to support.

 

[Joseph_]

Seems like a line isssue. Please report to support.

Restarted ONT and it was instantly fixed

 

[Getit]

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.

EXACTLY the same frustrating experience, down to the tee!!!

 

[grantduke]

The reason we ask your details was that we could log a ticket with Frogfoot, to fast track the change to your speeds.

To answer your question, the two weeks is just an estimate by the FNO and normally doesn't take that long, as the ISP we have no control over that and it's the FNO process.

I appreciate the offer to get this fast-tracked, but as this is not a service disruption, I don't want to take up time of an engineer on Frogfoot side for something so simple.

I'll touch base by towards the end of the month should the speed change not take affect

 

[CoolEscalator]

I appreciate the offer to get this fast-tracked, but as this is not a service disruption, I don't want to take up time of an engineer on Frogfoot side for something so simple.

I'll touch base by towards the end of the month should the speed change not take affect

Good Morning @grantduke

Thank you for reverting back. This has been noted, and you can feel free to contact us anytime.

 

[linkinpark]

@CoolEscalator
Durban North, Vuma trenched. Looks like the NLD is having issues again:

 

[EpicPotato]

Internet has gone down 12 times in the last 20 minutes. Orange light every time.

 

[CoolEscalator]

@CoolEscalator
Durban North, Vuma trenched. Looks like the NLD is having issues again:
View attachment 1468819

@linkinpark Thank you for reporting this. Please log a Support ticket so that we can escalate this through to Vumatel for you.

 

[CoolEscalator]

Internet has gone down 12 times in the last 20 minutes. Orange light every time.

@EpicPotato We will need to do some troubleshooting to investigate where the intermittency is originating from. Would you mind logging a ticket with Support so that we can investigate and advise further?