Cool Ideas Fibre ISP - Feedback

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RE Octotel this is the feedback we have just received:

Hi,

We had a Metro Network Fibre break last night causing the links to go down, the issue was restored last night as well as the speed issue the customers were experiencing, please confirm connection status on customers end.
 
PBCool said:
RE Octotel this is the feedback we have just received:

Hi,

We had a Metro Network Fibre break last night causing the links to go down, the issue was restored last night as well as the speed issue the customers were experiencing, please confirm connection status on customers end.
Click to expand...

Hi PBCool.
I am an CISP customer running over Octotel's network.
During 2017 I have experienced a number of Octotel-related outages and have noticed most times these outages have not been listed on the CISP network status page. Do you perhaps know of a Octotel-run network status page which Octotel customers could refer to as first port of call in the event of an issue? Having to log a ticket for what could be an already known network-wide issue is a waste of both your and my time.
Thanks
 
Thanks, It's Vuma trenched. Just didn't see anything much happening in my control panel, but I'll check back in tomorrow if needed.
 
Niner said:
Thanks, It's Vuma trenched. Just didn't see anything much happening in my control panel, but I'll check back in tomorrow if needed.
Click to expand...

If it's trenched you just login to the Vumatel portal can select the package you want and click order, we then get a notification and product and billing starts.
 
unhappy_chappy said:
Hi PBCool.
I am an CISP customer running over Octotel's network.
During 2017 I have experienced a number of Octotel-related outages and have noticed most times these outages have not been listed on the CISP network status page. Do you perhaps know of a Octotel-run network status page which Octotel customers could refer to as first port of call in the event of an issue? Having to log a ticket for what could be an already known network-wide issue is a waste of both your and my time.
Thanks
Click to expand...

We are working on a better notice page, that being said Octotel often only update us the following day which is too late for a network notice anyway. We are engaging with them around better communication, we would have sent us SMS' as well if we were made aware at the time.
 
PBCool,

I have to really commend Nikki in your VOIP porting team - I submitted the documents to port my Telkom number to VOIP about a week ago, and it was completed yesterday.

I don't know how she managed to get it done so quickly, it is absolutely phenomenal!!

Regards
 
Jan99 said:
PBCool,

I have to really commend Nikki in your VOIP porting team - I submitted the documents to port my Telkom number to VOIP about a week ago, and it was completed yesterday.

I don't know how she managed to get it done so quickly, it is absolutely phenomenal!!

Regards
Click to expand...

Thanks for the feedback, will pass it on :). Porting is a painful process in general.
 
Heres my experience so far.

1. Ordered 10/10 under SADV (CI ISP) on the 20/10/17

2. SADV phoned for install of ONT on friday 27/10/17 (Date of call 24/10/17)

3. SADV comes on site with wrong guy 27/10/17 as he didnt know hasnt been dropped. The box on the wall is Telkom apparently even though telkom not listed on estate. Apprently SADV hasnt been dropped into my apartment. Tech tells SADV do have a list of every apartment fibre has been dropped into. SADV coming at a later stage with drop. (Who knows when thats going to be now. ) Why drop into certain apartments and not every apartment?

4. 1/11/2017 - Still awaiting for SADV to contact me re fibre drop.
 
White_brain said:
Heres my experience so far.

1. Ordered 10/10 under SADV (CI ISP) on the 20/10/17

2. SADV phoned for install of ONT on friday 27/10/17 (Date of call 24/10/17)

3. SADV comes on site with wrong guy 27/10/17 as he didnt know hasnt been dropped. The box on the wall is Telkom apparently even though telkom not listed on estate. Apprently SADV hasnt been dropped into my apartment. Tech tells SADV do have a list of every apartment fibre has been dropped into. SADV coming at a later stage with drop. (Who knows when thats going to be now. ) Why drop into certain apartments and not every apartment?

4. 1/11/2017 - Still awaiting for SADV to contact me re fibre drop.
Click to expand...

This is a SADV experience, not Cool Ideas
 
DERoestorf said:
This is a SADV experience, not Cool Ideas
Click to expand...

I know, but CISP is the ISP i signed up for, hence im writing in the CISP thread. :)

Think of it as an overall experience from signup. Did not sign with SADV even though SADV are the fibre provider in the estate.
 
White_brain said:
I know, but CISP is the ISP i signed up for, hence im writing in the CISP thread. :)

Think of it as an overall experience from signup. Did not sign with SADV even though SADV are the fibre provider in the estate.
Click to expand...

I understand your point but don't agree with it, but we are just going to have to agree to disagree on this one.
 
White_brain said:
Heres my experience so far.

1. Ordered 10/10 under SADV (CI ISP) on the 20/10/17

2. SADV phoned for install of ONT on friday 27/10/17 (Date of call 24/10/17)

3. SADV comes on site with wrong guy 27/10/17 as he didnt know hasnt been dropped. The box on the wall is Telkom apparently even though telkom not listed on estate. Apprently SADV hasnt been dropped into my apartment. Tech tells SADV do have a list of every apartment fibre has been dropped into. SADV coming at a later stage with drop. (Who knows when thats going to be now. ) Why drop into certain apartments and not every apartment?

4. 1/11/2017 - Still awaiting for SADV to contact me re fibre drop.
Click to expand...

Have you dropped a mail to [email protected] for them to investigate, we have had a few cases where customers think it's SADV and it's only Openserve.
 
Anyone else who also dont use debit order. Have you received your invoice by email this month? This is now the second month I haven't received it by email and have to go look on the website for it.

On the website I see it was generated 2017-10-30

Edit: Once I do pay it, I get a notification that it was paid. So only miss the notification that I have to pay it.
 
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Tinuva said:
Anyone else who also dont use debit order. Have you received your invoice by email this month? This is now the second month I haven't received it by email and have to go look on the website for it.

On the website I see it was generated 2017-10-30

Edit: Once I do pay it, I get a notification that it was paid. So only miss the notification that I have to pay it.
Click to expand...

have you checked your spam folder?
 
Tinuva said:
Anyone else who also dont use debit order. Have you received your invoice by email this month? This is now the second month I haven't received it by email and have to go look on the website for it.

On the website I see it was generated 2017-10-30

Edit: Once I do pay it, I get a notification that it was paid. So only miss the notification that I have to pay it.
Click to expand...

Mails are going out, pm me your account and will try and trace the mail for you. See where it was possibly dropped.
 
PBCool said:
Have you dropped a mail to [email protected] for them to investigate, we have had a few cases where customers think it's SADV and it's only Openserve.
Click to expand...

Did drop them an email yesterday. No reply yet.

(Dont mind waiting 48 hours for a reply) But its definatly sadv as we have to use the website www.signup4fibre.co.za which is sadv and we then select the estate and then takes us to the relevant page on CISP
 
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@PBCool I'm getting really bad speeds and latency today on SADV.

70-150 pings to various JHB servers and download speeds of 5-6 Mbps...
 
Please help, it's getting worse...
f8934126a432de3b3449f88cb24fc4a7.jpg
 
@pbcool

My side as well... local is like 17mbs down and 2.5 up.
I have a 50/5 line.

I restarted everything.
 
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