Cool Ideas Fibre ISP – Feedback Thread 6

When are we going to see some innovation in the fibre space again? I feel like things have just completely stagnated, I've been on a 1gig package for a long time and it's just getting more expensive instead of getting more for it.

I'd love a 1Gbps package, Openserve still says 500Mbps is enough :X3:
 
@CoolEscalator - I have a friend who is serviced by MTN who would like to have Cool ideas as their ISP. They will be providing their own router and the fibre is already installed (ONT) is present etc. Just checking if you can help them with this
 
@CoolEscalator - I have a friend who is serviced by MTN who would like to have Cool ideas as their ISP. They will be providing their own router and the fibre is already installed (ONT) is present etc. Just checking if you can help them with this
Hi there thanks for reaching out. Sure no problem :)

They can simply start the application process by applying through the website After they have completed the application, a ticket will automatically be logged with our Connect team.
The ONT details will be requested by our team, so to speed up the admin, they will have to share photos of the ONT installed, along with the FSAN number at the back (starts with 485) .

After they upload their RICA documents and POA, our team can process the order with MTN (if the link is open, and not with an existing ISP)

You can also feel free to PM me their details, for our team to contact them.
 
@cool
Hi there thanks for reaching out. Sure no problem :)

They can simply start the application process by applying through the website After they have completed the application, a ticket will automatically be logged with our Connect team.
The ONT details will be requested by our team, so to speed up the admin, they will have to share photos of the ONT installed, along with the FSAN number at the back (starts with 485) .

After they upload their RICA documents and POA, our team can process the order with MTN (if the link is open, and not with an existing ISP)

You can also feel free to PM me their details, for our team to contact them.
Great thanks - he is signing up and getting the pics etc right now. Do you think it would be possible to get it all done by tomorrow? (not holding you to this just seeing what possible)
 
Hi @CoolEscalator Can you take a look at

#COOL-20240904-1921820​

Trying to do a simple change to a previous error on the account for admin purposes. They want me to cancel and then reapply for the line. I can't do the downtime and its unnecessary admin I don't want to go through. Happy to get the client to provide what ever docs you require as proof etc, but just need some help moving the gears here please.

Thanks as always
 
@cool

Great thanks - he is signing up and getting the pics etc right now. Do you think it would be possible to get it all done by tomorrow? (not holding you to this just seeing what possible)
From the time the order is placed with MTN, it can take 24-48 hours for activation. (if all goes well and there are no hiccups with MTN) (with an existing installation)
If there is no installation, the SLA is 2-3 Weeks from the time the order is placed.
 
Hi @CoolEscalator Can you take a look at

#COOL-20240904-1921820​

Trying to do a simple change to a previous error on the account for admin purposes. They want me to cancel and then reapply for the line. I can't do the downtime and its unnecessary admin I don't want to go through. Happy to get the client to provide what ever docs you require as proof etc, but just need some help moving the gears here please.

Thanks as always
Hi there, thanks for reaching out, I will have a look for you, provide feedback accordingly.
 
From the time the order is placed with MTN, it can take 24-48 hours for activation. (if all goes well and there are no hiccups with MTN) (with an existing installation)
If there is no installation, the SLA is 2-3 Weeks from the time the order is placed.

Thank you - processing it all now. Will ping you if we find any roadblocks since its MTN
 
Thank you - processing it all now. Will ping you if we find any roadblocks since its MTN
I think I found the ticket you logged (#COOL-20241003-1976434) (please correct me if I'm wrong ), as I see 2 images were shared a few moments ago.
That white box on the wall (with no lights)would be where the ONT plugs into the fibre, and is not an ONT.

If this is the only box there, then MTN would need to install an ONT at the premises, and the only SLA I can provide is 2-3 weeks.
Perhaps it would be sooner since the Fibre line appears to be installed already, which would speed things up.

But we will do our best to get the link up and running in a timely manner :)
 
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Hi there, thanks for reaching out, I will have a look for you, provide feedback accordingly.
Hi there @DANC , our team managed to make the requested changes accordingly, and will send your an email confirmation as well. Our team will still require the updated Proof of ID as well.
Apologies for the back and forth in this regard.
 
Hi there @DANC , our team managed to make the requested changes accordingly, and will send your an email confirmation as well. Our team will still require the updated Proof of ID as well.
Apologies for the back and forth in this regard.

@CoolEscalator Epic. Can see changes have been made on the profile already. Last thing that needs to be done is change the name on the User Management Owner profile.

Thanks so much for untangling this for me. Truly appreciate it! I will get the ID sent in the ticket shortly.
Thanks again
 
@CoolEscalator Epic. Can see changes have been made on the profile already. Last thing that needs to be done is change the name on the User Management Owner profile.

Thanks so much for untangling this for me. Truly appreciate it!
No problem at all :)
Are you referring to the name at the top right corner?( And the welcome name)
If so, this is a bug that I have noticed before, and will report it to the Devs.

EDIT: should be fixed.
 
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No problem at all :)
Are you referring to the name at the top right corner?( And the welcome name)
If so, this is a bug that I have noticed before, and will report it to the Devs.

EDIT: should be fixed.
Yip sorted. Thanks so much. Appreciate it. Will send the ID now for your records.
 
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