Cool Ideas Fibre ISP - Feedback

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rakabos3 said:
PS there was no answer as to why my service was constantly interrupt today AGAIN
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Was a Vumatel outage of what we didn't get notification about until later this evening. So again support will follow through regular troubleshooting steps.

I don't think you have read through this entire thread as you will see there have been lots of wireless related issues. Calling the process restarted is your opinion, but these are the processes born from thousands and thousands of support requests.
 
PBCool said:
Was a Vumatel outage of what we didn't get notification about until later this evening. So again support will follow through regular troubleshooting steps.

I don't think you have read through this entire thread as you will see there have been lots of wireless related issues. Calling the process restarted is your opinion, but these are the processes born from thousands and thousands of support requests.
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Not sending customers notification or proper support is retarded.
 
rakabos3 said:
Not sending customers notification or proper support is retarded.
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Yes agreed, if Vumatel don't communicate to us then how are we supposed to communicate this to our customers?
 
PBCool said:
Yes agreed, if Vumatel don't communicate to us then how are we supposed to communicate this to our customers?
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If a customer logs a query your default response is check your wifi and if the cable is plugged into the router. You dont check with vumatel first? You cover your ticket sla instead of assisting customers constructively?

Sorry but i dont think thats acceptable. And as you pointed out. Go check the thread on how often YOUR paying customers struggle with support feedback
 
rakabos3 said:
Not interested in arguing with you. Interested in having feedback from the people i pay for a service
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If you were genuinely interested in their feedback perhaps you should learn to tone down your attitude and work with instead of against the people you pay for service.
 
rakabos3 said:
If a customer logs a query your default response is check your wifi and if the cable is plugged into the router. You dont check with vumatel first? You cover your ticket sla instead of assisting customers constructively?

Sorry but i dont think thats acceptable. And as you pointed out. Go check the thread on how often YOUR paying customers struggle with support feedback
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So if we receive a few random tickets from a spread suburb for line faults we must enquire with Vumatel for an outage? If we did that we would be enquiring this with Vumatel every 5 minutes. It's up to Vumatel to communicate with us on an outage to so we can give accurate feedback.

You don't realise the majority of tickets are based on the process of our support procedure. And then work through it.

If we had accurate and timely feedback from Vumatel we could use it.

We are constantly working on ways to better these things, if you send out mass communication to the wrong people you create more false positives for no reason, this creates more support tickets more delays etc.

The thing with communication is it needs to be timely and accurate. If we don't get given the information from the provider we can't send out comms based on this principle.
 
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@PBCool Having issues streaming iPlayer again. Speed tests to London are getting <10Mbps on my 100Mbps Openserve connection. Is there a particular issue responsible for this? International speeds have been an issue for a while.
 
Bryn said:
@PBCool Having issues streaming iPlayer again. Speed tests to London are getting <10Mbps on my 100Mbps Openserve connection. Is there a particular issue responsible for this? International speeds have been an issue for a while.
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No known issues on the Openserve side but that being said we get zero info from them. Have you tried bypassing the router as well?
 
PBCool said:
No known issues on the Openserve side but that being said we get zero info from them. Have you tried bypassing the router as well?
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Nope. Are you referring to my Ubiquiti USG? I should try setting up the fibre connected to it directly sometime.
 
Tinuva said:
If you were genuinely interested in their feedback perhaps you should learn to tone down your attitude and work with instead of against the people you pay for service.
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If i were at all interested in your opinion, i would have asked for it. As stated in my PM, please keep your attacks to yourself. My gripe is with poor support from Cool Ideas, as per many many posts in this thread
 
PBCool said:
So if we receive a few random tickets from a spread suburb for line faults we must enquire with Vumatel for an outage? If we did that we would be enquiring this with Vumatel every 5 minutes. It's up to Vumatel to communicate with us on an outage to so we can give accurate feedback.

You don't realise the majority of tickets are based on the process of our support procedure. And then work through it.

If we had accurate and timely feedback from Vumatel we could use it.

We are constantly working on ways to better these things, if you send out mass communication to the wrong people you create more false positives for no reason, this creates more support tickets more delays etc.

The thing with communication is it needs to be timely and accurate. If we don't get given the information from the provider we can't send out comms based on this principle.
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Then you guys need to have a convo with Vumatel. Their issues are affecting you and your service delivery
 
rakabos3 said:
If i were at all interested in your opinion, i would have asked for it. As stated in my PM, please keep your attacks to yourself. My gripe is with poor support from Cool Ideas, as per many many posts in this thread
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If all your complaints were constructive instead of only negative then I will most definitely stop.
 
Bryn said:
Nope. Are you referring to my Ubiquiti USG? I should try setting up the fibre connected to it directly sometime.
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Yeah USGs and MTUs don't work very well, what setting is your MTU set to on the USG?
 
While I understand people might be getting annoyed with the whining, he is a paying customer and is allowed to voice his unhappiness.
That's kinda what the thread is about.. FEEDBACK.

If you have an issue, block him.
 
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