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Question of the Day: Will you be subscribing to the new Disney+ R49 streaming package?
Cool Ideas Fibre ISP - Feedback
- Thread starter paulosouthafrica
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No known issues, are you proxying your traffic?
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I have followed up again and will have a manager touch base again tomorrow with feedback from TTConnect. Sorry for the delays.
Got a call from CI at 8.22pm. Apparently TTConnect will be at my place tomorrow to resolve.
Thanks Paul. Will provide further feedback!
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Do you have a line usage graph to correlate this with at all? Obviously if the line is being saturated you would have this result as well, alternatively it is on the Vumatel network being your first hop.
I must say, Cool Idea's service has been pretty poor the last two days.
When I first contacted to say that my connection was down, the techie told me that he could see on his side that the line had been ordered cancelled. They didn't know why and opened a ticket with Openserve on my behalf.
After 24 hours of no meaningful communication or working internet I called Openserve myself. A friendly agent said that whilst they can't act on my instructions as they only deal with ISPs, she'd be happy to help my enquiry. She said the situation was very simple - Crystal Web is the only ISP ever associated with my fibre line and that it is currently in the holding pool.
(I begged Cool Ideas not to f**k up my line migration when I joined nearly 6 months ago - some of the incorrect statements they'd made to me about Openserve fibre lines troubled me)
So I called Cool Ideas and was put through to the Connect department. In about 2 min the lady had searched for my fibre line, found it available in the holding pool and claimed it. She said the connection should work immediately.
After an hour of it not working I called back and a techie said the configuration process can take an unknown amount of time, and that they'd investigate as to whether Crystal Web is owed R849x6 by Cool Ideas. Connection still isn't up as of this moment.
How is a crap show like this even possible? My line randomly goes into the holding pool after being with CISP for 6 months, your tech support can't determine immediately that the line is available in the holding pool and a whole day passed for no reason before someone claimed it for me. I could have presumably been up and running from yesterday morning, not to mention that the line still wouldn't have been claimed if I didn't call Openserve myself.
When I first contacted to say that my connection was down, the techie told me that he could see on his side that the line had been ordered cancelled. They didn't know why and opened a ticket with Openserve on my behalf.
After 24 hours of no meaningful communication or working internet I called Openserve myself. A friendly agent said that whilst they can't act on my instructions as they only deal with ISPs, she'd be happy to help my enquiry. She said the situation was very simple - Crystal Web is the only ISP ever associated with my fibre line and that it is currently in the holding pool.
(I begged Cool Ideas not to f**k up my line migration when I joined nearly 6 months ago - some of the incorrect statements they'd made to me about Openserve fibre lines troubled me)
So I called Cool Ideas and was put through to the Connect department. In about 2 min the lady had searched for my fibre line, found it available in the holding pool and claimed it. She said the connection should work immediately.
After an hour of it not working I called back and a techie said the configuration process can take an unknown amount of time, and that they'd investigate as to whether Crystal Web is owed R849x6 by Cool Ideas. Connection still isn't up as of this moment.
How is a crap show like this even possible? My line randomly goes into the holding pool after being with CISP for 6 months, your tech support can't determine immediately that the line is available in the holding pool and a whole day passed for no reason before someone claimed it for me. I could have presumably been up and running from yesterday morning, not to mention that the line still wouldn't have been claimed if I didn't call Openserve myself.
Tinuva
The Magician
Its a manual process.
CW manually released it to the holding pool, and your new ISP CISP wasnt informed and thus not aware of it.
CISP then manually claimed it when you phoned them 2nd time.
As for outstanding balance, no idea.
Bit of annoying process for the customer to be honest.
As for automating this, I remember a dev at my previous company complaining high and low about Openserve's APIs not working as expected from documentation, and having to follow up for months on end to try and get information on how to make them work.
That said, I feel your pain, and personally I am grateful I am on Vumatel fibre instead.
Crystal Web said they released my line on the requested date I gave them at the time - 27 September last year. I was very, very clear with CISP when I joined about what I wanted them to do in that regard.
Tinuva
The Magician
Do you have date-timestamped proof of that?
Anyways sucky situation, hope you get it sorted at least.
Do you have date-timestamped proof of that?
Anyways sucky situation, hope you get it sorted at least.
Just got off the phone to an Openserve guy who was contacted by Cool Ideas. He's not impressed with CISP. My line is suspended due to Cool Ideas never claiming it after CW released it. He said it's the first time an ISP hasn't been able to give him the B number for the fibre line concerned. And he also said that my line is definitely not currently claimed by any ISP or in a state of being configured. This is f**king madness. Does Cool Ideas have any clue how Openserve fibre works FFS?!
Looney
Executive Member
@PBCool, I originally did not want to bring this up in an open forum however, after thinking about this I have decided that it is of best interest to advise your VOIP customers of your VOIP limitation. If I was not made aware of this then surely there are other customers who are also not aware of this.
Please note: CISP implements a VOIP limitation whereby once reached, your VOIP line is cut off and you have to call CISP in order to increase your limitation.
1) PBCool, last week we can agree I had a serious problem. I arrived home close of business day to find my VOIP line not working with an automated response saying that I have reached my limit. Thinking that this was just an error on your side, I contacted you to help me with this issue. You as the MD have made yourself available publicly on the forum to help those in need. You also provide your email address which means that you are serious about service. Well, I was not very impressed with our conversation last week. It left a sour taste in my mouth.
When raising the issue with you, you advised that CISP does impose a limit on VOIP but that I can call your support office and have them increase my limitation. I explained to you that I was never advised of such limitations and that I did not provide CISP consent to impose a limitation on me, I do not want to be told when and how I can use my VOIP line.
You responded and advised that the limitation is for security reasons as VOIP is susceptible to hacking and if the limitation is removed then if something should go wrong I could receive a R30 000 bill. I accepted your response and asked you to please increase my limit. Again, you referred me to your support agents. You further stated that "this back and forth is a waste of time", I advised you that I don't want to deal with your staff as this is a matter of urgency and need you to resolve this immediately as I had an important business call at 7pm.
Again you asked me to call support as you cannot do anything. This was already end of business day when you know your staff have most likely left for the day.
Fair enough, I did what you asked, I called your support, waited in the queue and was then transferred from one person to the next, only to be told by a lady that I would have to wait until the next day as the person who deals with this has already left for the day. I told her that this is unacceptable and she needs to do something. Again, she refused and said I must wait till tomorrow.
Now fuming, I again emailed you and told you that just as I expected, your support staff was not willing to help me. Within a few minutes, you sent an email to someone, cc'd me and asked them to look into this and also advised that my limit had been increased. I checked my line and it was working again. Problem solved.
So, firstly PBCool, why were you so reluctant to help me resolve this issue swiftly. You had enough time to go "back and forth" with me via email and waste time, but you did not have enough time to send one email to the person dealing with this to resolve the issue immediately? I feel that you dropped the ball big time with this one and I hope in future you will do better.
Secondly, why do you not have a system in place to advise your customers of VOIP limitations? Why do you not have a system in place to advise your customers that they are reaching their limit and they can call in to increase the limit in order to avoid them being cut off? I received no communication regarding the limitation. It was the first time I ever heard of this. Please can you implement a system that will advise your customers on this limitation and allow them the opportunity to increase their limit before they are cut off.
I do not want to go through this again. I do not want to suddenly find out that I am cut off because I reached my limit. Please advise me before hand so that I can call to increase my limit.
Thanks.
Please note: CISP implements a VOIP limitation whereby once reached, your VOIP line is cut off and you have to call CISP in order to increase your limitation.
1) PBCool, last week we can agree I had a serious problem. I arrived home close of business day to find my VOIP line not working with an automated response saying that I have reached my limit. Thinking that this was just an error on your side, I contacted you to help me with this issue. You as the MD have made yourself available publicly on the forum to help those in need. You also provide your email address which means that you are serious about service. Well, I was not very impressed with our conversation last week. It left a sour taste in my mouth.
When raising the issue with you, you advised that CISP does impose a limit on VOIP but that I can call your support office and have them increase my limitation. I explained to you that I was never advised of such limitations and that I did not provide CISP consent to impose a limitation on me, I do not want to be told when and how I can use my VOIP line.
You responded and advised that the limitation is for security reasons as VOIP is susceptible to hacking and if the limitation is removed then if something should go wrong I could receive a R30 000 bill. I accepted your response and asked you to please increase my limit. Again, you referred me to your support agents. You further stated that "this back and forth is a waste of time", I advised you that I don't want to deal with your staff as this is a matter of urgency and need you to resolve this immediately as I had an important business call at 7pm.
Again you asked me to call support as you cannot do anything. This was already end of business day when you know your staff have most likely left for the day.
Fair enough, I did what you asked, I called your support, waited in the queue and was then transferred from one person to the next, only to be told by a lady that I would have to wait until the next day as the person who deals with this has already left for the day. I told her that this is unacceptable and she needs to do something. Again, she refused and said I must wait till tomorrow.
Now fuming, I again emailed you and told you that just as I expected, your support staff was not willing to help me. Within a few minutes, you sent an email to someone, cc'd me and asked them to look into this and also advised that my limit had been increased. I checked my line and it was working again. Problem solved.
So, firstly PBCool, why were you so reluctant to help me resolve this issue swiftly. You had enough time to go "back and forth" with me via email and waste time, but you did not have enough time to send one email to the person dealing with this to resolve the issue immediately? I feel that you dropped the ball big time with this one and I hope in future you will do better.
Secondly, why do you not have a system in place to advise your customers of VOIP limitations? Why do you not have a system in place to advise your customers that they are reaching their limit and they can call in to increase the limit in order to avoid them being cut off? I received no communication regarding the limitation. It was the first time I ever heard of this. Please can you implement a system that will advise your customers on this limitation and allow them the opportunity to increase their limit before they are cut off.
I do not want to go through this again. I do not want to suddenly find out that I am cut off because I reached my limit. Please advise me before hand so that I can call to increase my limit.
Thanks.
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Yeap we are trying to deal with Openserve on this, they are simply clueless, they are cancelling our lines randomly and stating we never applied etc. We don't get any notification of any changes they have made and they have no justification on doing so.
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As per my other statement, we would have applied for the line transfer ages ago, them cancelling the line now and moving it into the holding pool is a fault on their side. If you have the contact at Openserve you are dealing with please share it with me.
This is the feedback this morning from our Openserve AM:
"I have escalated this to Senior Management and feedback will be provided shortly wrt the links that are down."
So yes we have an idea of how this whole process works, if Openserve doesn't stick to their own process this messes our customers around.
What.the.hell. Well if things have been handled correctly by CISP up to now then I apologise for suggesting otherwise. It is frustrating to learn that my line is just languishing in the holding pool unnecessarily though.
I didn't catch the guy's name but this was his number:
+27 one 268 zero 7787
He said all CISP has to do is reactivate the line through Commercial at Openserve. Oh, and that he would contact Lee-Roy to update the situation.
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Thanks so are you sorted now?
No, still nothing.
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PM me your account name.
Thanks. Just did.
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