Cool Ideas Fibre ISP - Feedback

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Not with cool ideas but on Vuma and also having issues with flashing blue light on CPE. I’m in Sonstraal Heights, Durbanville. No load shedding and I have surge protection.
 
Frustrating with ZERO comms from anyone on this. Not on Vuma's twitter / facebook, nor anything from Cool Ideas that I can find.
 
Geez, you Vumatel people seem to have frequent issues. Openserve has problems once in a blue moon.
 
First ever time that my line has gone down like this - with blue LED flashing away. The even more frustrating thing to me is the utter lack of any kind of acknowledgement of anyone that there is actually a problem.
 
phuma said:
First ever time that my line has gone down like this - with blue LED flashing away. The even more frustrating thing to me is the utter lack of any kind of acknowledgement of anyone that there is actually a problem.
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All the social media people are on the dead section ;)
 
phuma said:
Got an email from Vumatel saying they have lots of support tickets being opened and they believe it is because of load shedding? We've had none...
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Here is the full content of the Vumatel email sent at 19:53 yesterday evening:


HOUSTON, WE HAVE A PROBLEM

Hi there

Load-shedding season is upon us again.

We have had an influx of support tickets today and believe that the root of the problem relates to a power-surge. After some investigation, it would appear that after load-shedding in certain areas this afternoon, a power surge has affected the functionality of some of the CPE devices (white Raycore box) inside some homes, possibly leaving you without internet.

If your internet is down, and you believe it to be due to this issue, we ask you to please reply to this email with your address and contact details. We would appreciate it if you could reply with your full address in the subject line, and your contact number in the body of the email. We have dedicated this channel to tackling this issue.

Please be patient with us. We are dispatching maintenance teams to fix each and every CPE but this will take time.

If you log your ticket via this channel, please DO NOT log it elsewhere - duplicate tickets might cause confusion.


If you are lucky enough to have not yet experienced this unfortunate event, we strongly recommend that you get yourself a surge protector plug for your CPE to avoid being affected by load-shedding and power surges in the future.

Thank you for your patience. We apologise for the inconvenience caused.

Have a great weekend!

Kind Regards,
The VUMA Team
 
Space said:
Here is the full content of the Vumatel email sent at 19:53 yesterday evening:


HOUSTON, WE HAVE A PROBLEM

Hi there

Load-shedding season is upon us again.

We have had an influx of support tickets today and believe that the root of the problem relates to a power-surge. After some investigation, it would appear that after load-shedding in certain areas this afternoon, a power surge has affected the functionality of some of the CPE devices (white Raycore box) inside some homes, possibly leaving you without internet.

If your internet is down, and you believe it to be due to this issue, we ask you to please reply to this email with your address and contact details. We would appreciate it if you could reply with your full address in the subject line, and your contact number in the body of the email. We have dedicated this channel to tackling this issue.

Please be patient with us. We are dispatching maintenance teams to fix each and every CPE but this will take time.

If you log your ticket via this channel, please DO NOT log it elsewhere - duplicate tickets might cause confusion.


If you are lucky enough to have not yet experienced this unfortunate event, we strongly recommend that you get yourself a surge protector plug for your CPE to avoid being affected by load-shedding and power surges in the future.

Thank you for your patience. We apologise for the inconvenience caused.

Have a great weekend!

Kind Regards,
The VUMA Team
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Utter bs. I have always had a surge protector plug.
 
phuma said:
Cool Ideas, please... Anyone?
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Try [MENTION=394133]PBCool[/MENTION] in replies. But I think he is also on Vumatel and may be without Interwebz.. (but why no 3G backup for CI support).

Else remember today is a public holiday and maybe support is on skeleton staff..
 
[MENTION=394133]PBCool[/MENTION] is usually quite quick on these kinds of issues, but looks like he is offline.
 
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under_sky said:
Was wondering if load shedding would affect fibre in terms of exchange points not having power
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Vumatel needs to run their equipment on the other side of the fibre on a UPS and generator or whatever. I know a few months after my line went live we used to have frequent power outages and my line would drop immediately as the power went out, with my CPE running on a UPS. They did fix this again after I logged a ticket for it.
 
ginggs said:
No internet, Vumatel CPE flashing blue light since 18:45, Plattekloof Glen, Cape Town.
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I left my CPE switched off last night. This morning I switched it on again, but still get the flashing blue light.

I see an announcement at https://coolzone.cisp.co.za/announcements.php
Cape Town

Vumatel have confirmed a number of blown CPEs in the Cape Town area, due to load-shedding related power surges.

Vumatel have urged clients to log these faults as quickly as possible so they can prioritise the replacement / repair of these devices.
Friday, June 15 2018
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[MENTION=394133]PBCool[/MENTION] Do I need to log the fault with Vumatel, or is the support ticket I opened with Cool Ideas last night sufficient?
 
HOUSTON, WE HAVE AN UPDATE

Good morning Cape Town

We communicated yesterday that some of you might be experiencing some connectivity issues. We have discovered that the issue is limited to a batch of equipment that was imported during January of this year. This means that the issue is limited to those households where these were installed. We believe a power surge damaged the chip in these particular CPEs (white Raycore box). We are working closely with our supplier to understand why this malfunction happened.

The good news is, this little chip takes about 4 minutes to replace and then you will be up and running again! We have already restored services to many customers' homes, where we were able to get access last night.

So what's the plan?
Our entire Cape Town office will be out on the town to help you today. We are finalising a schedule to let you know when we will be in your area to switch the chip.

Thanks for your patience on this Cape Town!

For those affected, look out for the next email which will contain our schedule for the day - and don't stress if you have big plans for today - we'll make a plan for you.


Kind Regards,
The VUMA Team


Copyright © 2018 Vumatel (Pty) Ltd, All rights reserved.

Our mailing address is:
[email protected]
 
Can't help but feel this was something akin to a botched firmware update rather than loadshedding

Anyway, logged the issue back to Vuma as they instructed,lets see what happens.
 
EveDawg said:
Been an update: https://mailchi.mp/515928474c85/load-shedding-vuma-fibre-update
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For the benefit of those on dodgy hotspots and the neighbours' stolen wifi:

Good morning Cape Town

We communicated yesterday that some of you might be experiencing some connectivity issues. We have discovered that the issue is limited to a batch of equipment that was imported during January of this year. This means that the issue is limited to those households where these were installed. We believe a power surge damaged the chip in these particular CPEs (white Raycore box). We are working closely with our supplier to understand why this malfunction happened.

The good news is, this little chip takes about 4 minutes to replace and then you will be up and running again! We have already restored services to many customers' homes, where we were able to get access last night.

So what's the plan?
Our entire Cape Town office will be out on the town to help you today. We are finalising a schedule to let you know when we will be in your area to switch the chip.

Thanks for your patience on this Cape Town!

For those affected, look out for the next email which will contain our schedule for the day - and don't stress if you have big plans for today - we'll make a plan for you.
Kind Regards,
The VUMA Team
Click to expand...
 
Yeah vuma seems to have problems non stop every week a break or something and four ways seems to be hit by it a lot. I’m on MFN and never have issues
 
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