Cool Ideas Fibre ISP – Feedback Thread 6

Hi, is anyone able to advise how long it might take for a line termination to complete? Currently unable to add a new service.

#COOL-20250109-2289418
 
HOAX said:
Hi, is anyone able to advise how long it might take for a line termination to complete? Currently unable to add a new service.

#COOL-20250109-2289418
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HI there, thank you for reaching out.
Typically for Vuma Reach , once you request a termination via your Client portal, the line is released imidiately.
Thereafter, you can place the new application , and activation is typically up to 48 hours after the new application is submitted.
 
CoolEscalator said:
HI there, thank you for reaching out.
Typically for Vuma Reach , once you request a termination via your Client portal, the line is released imidiately.
Thereafter, you can place the new application , and activation is typically up to 48 hours after the new application is submitted.
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Alright perfect, thank you.
 
Out of interest,

why is there such a price discrepancy between the Vumatel 1000/250 package and the 1000/500 package?
I assume most of the equipment isn't very symmetrical? so upload is at a premium like back in the day with DSL?
 
Zassie said:
Out of interest,

why is there such a price discrepancy between the Vumatel 1000/250 package and the 1000/500 package?
I assume most of the equipment isn't very symmetrical? so upload is at a premium like back in the day with DSL?
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It's simply based on the line fees we are billed, upload means nothing to us. But yes basically asking a premium for an upload service.
 
bar1 said:
Not working, i'll set up my old router and see if it makes a difference.
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Ok everything is working with my old router, I will do a few more tests during the day and reset the cudy later tonight.
 
bar1 said:
Ok everything is working with my old router, I will do a few more tests during the day and reset the cudy later tonight.
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Thank you for your feedback, if there is anything we can help with, kindly please let us know.
 
DanDango said:
I just received the worst support from Cool Ideas ever.

On the 2nd of this month, I logged a relocation request as I'm moving to the apartment/unit next door. Thinking this would be a simple process was a big mistake. I received a call from an agent informing me that the relocation process involves canceling my service and requiring me to reapply. I followed the link provided and applied for the Black Friday 200 Mbps special.

I followed up last week regarding the order but received no response to the ticket. I followed up again on Friday and Tuesday, still with no response. I then logged a new ticket requesting an update. Today, I received a call from a team lead informing me that my order was not processed and that I they can't give me the Black Friday price as the promo is over.

Thanks Cool ideas for the great support.
Click to expand...

Terrible support continues, After lot of issues, my fibre line is install and active. Was promise the new log in details and invoice by COB yesterday. I received the invoice this morning and I'm billed for the normal 100mb Fibre and not the Black Friday deal. I was promised that everything is sorted for the 200mb line.

What the point of signup for the special if Cool ideals will just allocated and bill you for something else.

I never missed a payment or made a late payment, Why does if feel like Cool Ideas don't care about the customer that pay like clockwork and does not miss payments!

I been with out Fibre for that last 2 weeks, if I don't pay the 100 mb invoice , I will be without Fibre for another week or month?

Why run special/promos then force your customers to pay for the normal prices.

I always recommend Cool ideas to Friend and family but after this experience, I don't think I will recommend Cool ideas to anybody.
 
DanDango said:
Terrible support continues, After lot of issues, my fibre line is install and active. Was promise the new log in details and invoice by COB yesterday. I received the invoice this morning and I'm billed for the normal 100mb Fibre and not the Black Friday deal. I was promised that everything is sorted for the 200mb line.

What the point of signup for the special if Cool ideals will just allocated and bill you for something else.

I never missed a payment or made a late payment, Why does if feel like Cool Ideas don't care about the customer that pay like clockwork and does not miss payments!

I been with out Fibre for that last 2 weeks, if I don't pay the 100 mb invoice , I will be without Fibre for another week or month?

Why run special/promos then force your customers to pay for the normal prices.

I always recommend Cool ideas to Friend and family but after this experience, I don't think I will recommend Cool ideas to anybody.
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Hi, let me see what is happening. You are welcome to just PM me if you have an issue as well going forward.

I don't think it's a terrible support situation but more an administrative issue.
 
DanDango said:
Terrible support continues, After lot of issues, my fibre line is install and active. Was promise the new log in details and invoice by COB yesterday. I received the invoice this morning and I'm billed for the normal 100mb Fibre and not the Black Friday deal. I was promised that everything is sorted for the 200mb line.

What the point of signup for the special if Cool ideals will just allocated and bill you for something else.

I never missed a payment or made a late payment, Why does if feel like Cool Ideas don't care about the customer that pay like clockwork and does not miss payments!

I been with out Fibre for that last 2 weeks, if I don't pay the 100 mb invoice , I will be without Fibre for another week or month?

Why run special/promos then force your customers to pay for the normal prices.

I always recommend Cool ideas to Friend and family but after this experience, I don't think I will recommend Cool ideas to anybody.
Click to expand...
I believe this has been resolved?
 
PBCool said:
I believe this has been resolved?
Click to expand...

That's what I thought till I get my invoice today and I'm paying normal price for 100mb line.

Below is the email:

Dear xxxxxxx

Your order for FTTH-VUMA-AERIAL-100/100Mbps has now been activated. Please keep this message for your records.

Product/Service: FTTH-VUMA-AERIAL-100/100Mbps
Payment Method: Credit/Cheque Card
Amount: R979.00
Billing Cycle: Monthly
Next Due Date: 2025-01-12

The was the email for the 2024-12.-12

Invoice #3576025
Amount Due: R0.00
Due Date: 2024-12-02

Invoice Items

Vumatel Aerial Black Friday 2024 Fibre Line R0.00
Installation: Install new Vumatel Fibre
Cool Ideas Fibre Router: I already have a router
signup_package: FTTH-VUMATELAERIAL-BLACKFRIDAY24-200/200Mbps

Now I have and active 100 mbps line and I see invoice due for the Black Friday deal at the end of the month that has been change from 200 to 100.



1736671514154.png

I request relocation on the 1st working day of December, I was told the line will be cancelled an I need to reorder. Was n bit shock to find out that cancelling the fibre on the 1st working day of December meant I have to pay in full for January . It's in Cool Ideas T&C. I played the invoice. Now I have to pay for a new 100mpbs for the rest of the month, I paid as using the inter and not paying is a NO-NO for me. Next month I will bit hit like magic by 2 invoice both not what I ordered.
 
DanDango said:
That's what I thought till I get my invoice today and I'm paying normal price for 100mb line.

Below is the email:

Dear xxxxxxx

Your order for FTTH-VUMA-AERIAL-100/100Mbps has now been activated. Please keep this message for your records.

Product/Service: FTTH-VUMA-AERIAL-100/100Mbps
Payment Method: Credit/Cheque Card
Amount: R979.00
Billing Cycle: Monthly
Next Due Date: 2025-01-12

The was the email for the 2024-12.-12

Invoice #3576025
Amount Due: R0.00
Due Date: 2024-12-02

Invoice Items

Vumatel Aerial Black Friday 2024 Fibre Line R0.00
Installation: Install new Vumatel Fibre
Cool Ideas Fibre Router: I already have a router
signup_package: FTTH-VUMATELAERIAL-BLACKFRIDAY24-200/200Mbps

Now I have and active 100 mbps line and I see invoice due for the Black Friday deal at the end of the month that has been change from 200 to 100.



View attachment 1787241

I request relocation on the 1st working day of December, I was told the line will be cancelled an I need to reorder. Was n bit shock to find out that cancelling the fibre on the 1st working day of December meant I have to pay in full for January . It's in Cool Ideas T&C. I played the invoice. Now I have to pay for a new 100mpbs for the rest of the month, I paid as using the inter and not paying is a NO-NO for me. Next month I will bit hit like magic by 2 invoice both not what I ordered.
Click to expand...
Yes unfortunately the calendar month notice is something implemented by the FNO, if we give them notice late then we are liable for the line for the rest of the month as well.

I am having the connect team call you again to change and fix whatever you need.
 
DanDango said:
That's what I thought till I get my invoice today and I'm paying normal price for 100mb line.

Below is the email:

Dear xxxxxxx

Your order for FTTH-VUMA-AERIAL-100/100Mbps has now been activated. Please keep this message for your records.

Product/Service: FTTH-VUMA-AERIAL-100/100Mbps
Payment Method: Credit/Cheque Card
Amount: R979.00
Billing Cycle: Monthly
Next Due Date: 2025-01-12

The was the email for the 2024-12.-12

Invoice #3576025
Amount Due: R0.00
Due Date: 2024-12-02

Invoice Items

Vumatel Aerial Black Friday 2024 Fibre Line R0.00
Installation: Install new Vumatel Fibre
Cool Ideas Fibre Router: I already have a router
signup_package: FTTH-VUMATELAERIAL-BLACKFRIDAY24-200/200Mbps

Now I have and active 100 mbps line and I see invoice due for the Black Friday deal at the end of the month that has been change from 200 to 100.



View attachment 1787241

I request relocation on the 1st working day of December, I was told the line will be cancelled an I need to reorder. Was n bit shock to find out that cancelling the fibre on the 1st working day of December meant I have to pay in full for January . It's in Cool Ideas T&C. I played the invoice. Now I have to pay for a new 100mpbs for the rest of the month, I paid as using the inter and not paying is a NO-NO for me. Next month I will bit hit like magic by 2 invoice both not what I ordered.
Click to expand...
Sorted now?
 
PBCool said:
Is tricky, ideally everything out of Lisbon. But then you can't manage latency back to UK.

And there are basically 2 primary routes out of Madrid to the rest of Europe.

So still some discovery going on, most interest isn't really around Europe from Lisbon.

Another interesting thing is South America peers in Madrid.
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Is there anything CISP can do to reduce the latency back the previous 150ms ? Its currently at about 157ms, so its improved a bit.
 
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