Cool Ideas Fibre ISP - Feedback

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swakop_toe said:
I also, what appears to be, in an order loop between FrogFoot and CoolIdeas.

I placed the order with Frogfoot, with CoolIdeas as the ISP, on their website.

I then enquired from CI whether they received my order, I was informed by them they do not have a record of my order and I should rather apply on their/CoolIdeas website, which I duly did.

Today I enquired from CI on the progress of my order, by which I was informed they will check with FrogFoot.

I'm not frustrated or bothered, yet, the ordering process appears flawed and disconnected, which is disconcerting for 2018, ya?

Edit:
No Frogfoot order number allocated.
CoolIdeas: Ticket ID: COOL-20180615-112817
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Hopefully this is resolved quickly for both of us. So far my experience with the Connect team has been terrible as it seems like I need to babysit them to ensure my order progresses. Oh well, will see how tomorrow goes...
 
gidzekse said:
Hopefully this is resolved quickly for both of us. So far my experience with the Connect team has been terrible as it seems like I need to babysit them to ensure my order progresses. Oh well, will see how tomorrow goes...
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Trust me when i was at the Fibre Department(Managing a few networks) for Afrihost its a *** storm trying to followup on every single order(We would manage around 2000 new orders a day), especially when it has to deal with Frogfoot, TT connect (*Back then Vuma Aerial fibrehoods i think), they all pretty useless with getting stuff done. They trying to roll these networks out as fast as possible so you gotta just give it time. Tell Frogfoot to get things going on their side and alert Cool Ideas that its all okay. From there CISP should be easy i had a hard time also when i moved to CISP but it was Metro Fibre that messed things up for me.

Just hang tight i know internet is amazing and all it will be worth the wait! You in great hands with CISP
 
swakop_toe said:
I also, what appears to be, in an order loop between FrogFoot and CoolIdeas.

I placed the order with Frogfoot, with CoolIdeas as the ISP, on their website.

I then enquired from CI whether they received my order, I was informed by them they do not have a record of my order and I should rather apply on their/CoolIdeas website, which I duly did.

Today I enquired from CI on the progress of my order, by which I was informed they will check with FrogFoot.

I'm not frustrated or bothered, yet, the ordering process appears flawed and disconnected, which is disconcerting for 2018, ya?

Edit:
No Frogfoot order number allocated.
CoolIdeas: Ticket ID: COOL-20180615-112817
Click to expand...
Yes so the process is that we are supposed to be updated of the line status, and we aren't allowed to chase up until X amount of days have passed as per our MSA with the line provider. Unfortunately all the providers that have manual systems follow this same process.
 
PBCool said:
Yes so the process is that we are supposed to be updated of the line status, and we aren't allowed to chase up until X amount of days have passed as per our MSA with the line provider. Unfortunately all the providers that have manual systems follow this same process.
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Thanks [MENTION=394133]PBCool[/MENTION].
X= ?
 
Originally Posted by blacklung View Post
@PBCool, Im still having an issue regards this ticket : #COOL-20180601-108495 : reported on 1Jun2018.

Overall Ave Download : 161

Overall Ave Upload : 159

Email From Support on 13Jun2018 :


200/200 on Octotel West Beach CT
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The Ticket
Thank you for your email, apologies for the frustration.

We have escalated your slow line fault to your fibre provider and we still awaiting a reply.
13th June at 16:18
Escalation reference number : Reference no: 1761314114

When we get feed back we will update you.

All the best
CoolIdeas
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PBCool said:
Thanks will investigate.
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NOT COOL that i see the Ticket is CLOSED, and still no feedback for the issue that is still present. :mad:20junresults.jpg
 
PBCool said:
Yes so the process is that we are supposed to be updated of the line status, and we aren't allowed to chase up until X amount of days have passed as per our MSA with the line provider. Unfortunately all the providers that have manual systems follow this same process.
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Are we following the application process correctly though? I placed a preorder about 2 weeks ago and then when I queried the status of the preorder recently with CI at the recommendation of Vumatel, another order was placed for me with Vumatel again. According to Vumatel they now have 4 orders on their system for me with Cool Ideas :/

Thankfully only one of the orders has been progressed on your side and the status is now reflecting "Installation Schedule Pending". All things considered, this experience has still been far better than dealing with any of my previous ISP's because the responses to my queries were quick, props to Cool Ideas and Vumatel.
 
gidzekse said:
Are we following the application process correctly though? I placed a preorder about 2 weeks ago and then when I queried the status of the preorder recently with CI at the recommendation of Vumatel, another order was placed for me with Vumatel again. According to Vumatel they now have 4 orders on their system for me with Cool Ideas :/

Thankfully only one of the orders has been progressed on your side and the status is now reflecting "Installation Schedule Pending". All things considered, this experience has still been far better than dealing with any of my previous ISP's because the responses to my queries were quick, props to Cool Ideas and Vumatel.
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Rather strange because we dont order with Vumatel directly, and why Vumatel would ask us to follow up is strange as well.
 
blacklung said:
Thank you, Octotel have confirmed they will be sending someone round on Fri 22 between 9 -10 am to perform some tests.
Support have also been in contact.
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Cool, the ticket was closed by accident I believe.
 
Capture15.jpg

It seems fine for a few days, then it breaks again. This is it now, after it was fine most of the day.
 
jgoosen206 said:
Openserve? I am about to give up and go back to my old WISP
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Openserve here (100/50mbit). I have to second your thoughts. Almost 3 weeks of terrible performance (<8mbit) and horrific latency from ~6pm onward is now annoying... dare I say, for the money, ridiculous.

@PBCool anything to update us on? Can we have a commitment on a time-frame for resolution? I'm starting to feel stupid for choosing this ISP.
 
jgoosen206 said:
Openserve? I am about to give up and go back to my old WISP
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peterza said:
Openserve here (100/50mbit). I have to second your thoughts. Almost 3 weeks of terrible performance (<8mbit) and horrific latency from ~6pm onward is now annoying... dare I say, for the money, ridiculous.

@PBCool anything to update us on? Can we have a commitment on a time-frame for resolution? I'm starting to feel stupid for choosing this ISP.
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Yeah, I get full line speed and normal latency on the guest@openserve account. Does that mean it's an IPC issue? Tried an Axxess account on my line the other day too. It was better but still not that great. Hopefully it gets sorted soon.
 
With Openserve in Houghton at another place the speeds at night are shocking and that’s directly with Openserve I think they have issues within their own network.
 
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