Cool Ideas Fibre ISP - Feedback

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Ancalagon said:
COOL-20180607-110125

Since you guys were not really following up, I thought it would be quicker if I handled it myself.

EDIT: I'll give you more detail, since you asked.

SADV phoned me last week Tuesday evening at 7PM and asked what time a technician could come out to inspect my fibre. I said that Wednesday I was going into the office but Thursday would suit me. We agreed on Thursday at 10AM.

Thursday 10AM, the technician arrives as promised. He has a quick look, decides my fibre is down, and logs a report. This SADV tech promises me that, because the call was logged before 2PM that day, it would be fixed on the same day.

Thursday comes and goes, with no further communication from SADV.

I email your CISP support on Friday the 1st of June at 8:54AM and express my unhappiness. No response.

I email again at 10:34AM. No response.

Finally I get calls from both SADV and CISP at roughly 12AM that day. SADV promises to come over at 2PM to fix it.

2:45 and no one has arrived, so I phone SADV myself (since it took you guys 3 hours to respond to an email) and they say that the SADV tech is simply running late.

Of course, the SADV tech himself tells me that he simply didn't know about the appointment for 2PM.
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Cool thanks this is what I was looking for.
 
PBCool said:
Cool thanks this is what I was looking for.
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I have sent your correspondence to our GM to investigate, what happened as this obviously isnt how we like to handle issues. Are you still down by the way?
 
PBCool said:
I have sent your correspondence to our GM to investigate, what happened as this obviously isnt how we like to handle issues. Are you still down by the way?
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Thanks.

Yes I seem to be up again. Thank you.
 
Ancalagon said:
Hi.

My internet is down again - second week in a row.

This time I think the issue is different to last week. Last week, the Service and Broadband lights on the fibre box were off. This time they are on, but my router cannot connect.

Really getting frustrated.

EDIT: I have logged it.
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Got an SMS earlier that there was an issue with SADV, TT Connect and MFN. Maybe related?

Notification on the site says it's been resolved as of 10:22 though...
 
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I just have to say, I got my line installed into my house yesterday and activated my CISP 20/2 service (with some call center assistance) all on the same day. My router wasn't suited for Fibre WAN (even though the router has a WAN port) so take the free router from CISP for an even easier activation process.
So far so good. Great job Cool Ideas.
 
PBCool said:
We can offer a 1Gbps service on a couple of the networks, Vumatel for instance. Problem is to make it feasible. So the model we are working on is a 1Gbps local service with different levels of international access.
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Ooh! At last! Any idea on when this will go live?
 
[MENTION=394133]PBCool[/MENTION]

When do you think isps in SA will start using the SACS cable? I see it says they completed the construction of the cable.
 
Loppas said:
[MENTION=394133]PBCool[/MENTION]

When do you think isps in SA will start using the SACS cable? I see it says they completed the construction of the cable.
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As soon as it's operational hopefully, Q3 2018 is the guideline.
 
PBCool said:
I'll check again for you.
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I agree with Ancalagon that we should not be micro managing the process to be kept in the loop or trying to get it fixed.

I've already asked Samantha to at least keep me posted and not just close the ticket without a response. It takes less than a minute to write "We are still having problems with OpenServe, but we will try again" instead of saying nothing and having myself to reply to the ticket, pm yourself or make a post here for an update.

It is unprofessional to treat your clients in this manner. However thank you for taking the time to try and sort this out.
 
bokkies12345 said:
I agree with Ancalagon that we should not be micro managing the process to be kept in the loop or trying to get it fixed.

I've already asked Samantha to at least keep me posted and not just close the ticket without a response. It takes less than a minute to write "We are still having problems with OpenServe, but we will try again" instead of saying nothing and having myself to reply to the ticket, pm yourself or make a post here for an update.

It is unprofessional to treat your clients in this manner. However thank you for taking the time to try and sort this out.
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No I completely agree and appreciate the feedback. I have taken it internally to improve.
 
Although not really the fault of CISP, being still relatively small, the 5pm closing time of the support channel didn't help me today.

And as I need to be at home to troubleshoot, it means taking time off work to be able to work through the issues?
 
Hi. I am on SADV/Cool Ideas. I got this SMS this morning. "Cool Ideas Alert: We have identified an issue on your internet connection; Cool Techs are currently investigating. For more info, visit: https://bit.ly/2sEgXVK"

Do you know whether the issue was resolved, because there has been no feedback since then. Speed test is ok but websites (including MyBroadband) buffer for a while before loading.
 
Azg said:
Hi. I am on SADV/Cool Ideas. I got this SMS this morning. "Cool Ideas Alert: We have identified an issue on your internet connection; Cool Techs are currently investigating. For more info, visit: https://bit.ly/2sEgXVK"

Do you know whether the issue was resolved, because there has been no feedback since then. Speed test is ok but websites (including MyBroadband) buffer for a while before loading.
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Update is on the link, it's been resolved at 10:22?
 
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