Cool Ideas Fibre ISP - Feedback

[Sideshow Bob]

Cool Ideas debited me twice, is there a penalty for abusing the debit order system? As with the access given with the debit order system there should be the utmost care applied to it's use.
Anyone else have the double debit?

Standard bank account? I know of 2 persons who got debited twice on 1st Jan - not for any ISP though.

 

[Ianf1]

Standard bank account? I know of 2 persons who got debited twice on 1st Jan - not for any ISP though.

Nope FNB just saw the email saying they will credit by 7th. No mention of extra bank charges or even interest!

 

[jannier]

Cool Ideas debited me twice, is there a penalty for abusing the debit order system? As with the access given with the debit order system there should be the utmost care applied to it's use.
Anyone else have the double debit?

Yeah, also got a 2nd debit order taken off during the night, and and email it will be refunded by the 7th.

 

[PBCool]

Hi all, sorry for the delay in response. We loaded the batch as normal with Sage, they then told us the batch expired and so it was loaded again. They then came back to us stating there was a system fault on their side that reported the first batch incorrectly, and they then also stated the second batch was already submitted to the banks for processing, this is after 11:00am there is no way to stop the submission after this point.

The reason the refunds take some time is because we only get the report from the various banks after a few days, usually 2 working days. Once we get this report on successful and unsuccessful debits we can reverse the successful debits.

Apologies for this inconvenience, around 30% of our customer base was double debited.

We will have it refunded as soon as possible.

 

[gfmalan]

Hi all, sorry for the delay in response. We loaded the batch as normal with Sage, they then told us the batch expired and so it was loaded again. They then came back to us stating there was a system fault on their side that reported the first batch incorrectly, and they then also stated the second batch was already submitted to the banks for processing, this is after 11:00am there is no way to stop the submission after this point.

The reason the refunds take some time is because we only get the report from the various banks after a few days, usually 2 working days. Once we get this report on successful and unsuccessful debits we can reverse the successful debits.

Apologies for this inconvenience, around 30% of our customer base was double debited.

We will have it refunded as soon as possible.

No problem, thanks for letting us know!

All the best

 

[ArtyLoop]

Hi all, sorry for the delay in response. We loaded the batch as normal with Sage, they then told us the batch expired and so it was loaded again. They then came back to us stating there was a system fault on their side that reported the first batch incorrectly, and they then also stated the second batch was already submitted to the banks for processing, this is after 11:00am there is no way to stop the submission after this point.

The reason the refunds take some time is because we only get the report from the various banks after a few days, usually 2 working days. Once we get this report on successful and unsuccessful debits we can reverse the successful debits.

Apologies for this inconvenience, around 30% of our customer base was double debited.

We will have it refunded as soon as possible.

Yup, not your fault.. SAGE sucks!

 

[jannier]

Hi all, sorry for the delay in response. We loaded the batch as normal with Sage, they then told us the batch expired and so it was loaded again. They then came back to us stating there was a system fault on their side that reported the first batch incorrectly, and they then also stated the second batch was already submitted to the banks for processing, this is after 11:00am there is no way to stop the submission after this point.

The reason the refunds take some time is because we only get the report from the various banks after a few days, usually 2 working days. Once we get this report on successful and unsuccessful debits we can reverse the successful debits.

Apologies for this inconvenience, around 30% of our customer base was double debited.

We will have it refunded as soon as possible.

No problem at all Paul!

Thanks for being open and honest about what went wrong.

 

[Ianf1]

Hi all, sorry for the delay in response. We loaded the batch as normal with Sage, they then told us the batch expired and so it was loaded again. They then came back to us stating there was a system fault on their side that reported the first batch incorrectly, and they then also stated the second batch was already submitted to the banks for processing, this is after 11:00am there is no way to stop the submission after this point.

The reason the refunds take some time is because we only get the report from the various banks after a few days, usually 2 working days. Once we get this report on successful and unsuccessful debits we can reverse the successful debits.

Apologies for this inconvenience, around 30% of our customer base was double debited.

We will have it refunded as soon as possible.

Thanks for the explanation. That is a massive fail from Sage!
How can you guard against this when the service provider screws up so badly?
Will the banks exempt the second batch from banks charges?

 

[rolandos]

also got hit with a 2nd debit order for my 2 fibre accounts not fun but thanks for the honesty hopefully reversed sooner than later

 

[ArtyLoop]

On a different track..
I see CISP has optimized the path to Steam. I reinstalled a game today (well uninistalled on PC and reinstalled on Mac) and it downloaded at FULL line speed. OMG what an experience that was.

I am also seeing unprecedented stability on my line, of the order that I am not used to. Good work @PBCool whatever you folks are doing, just is making this worthwhile for me.

 

[PBCool]

On a different track..
I see CISP has optimized the path to Steam. I reinstalled a game today (well uninistalled on PC and reinstalled on Mac) and it downloaded at FULL line speed. OMG what an experience that was.

I am also seeing unprecedented stability on my line, of the order that I am not used to. Good work @PBCool whatever you folks are doing, just is making this worthwhile for me.

This is just Akamai and their works, we have a cluster on-net in Jhb

 

[PBCool]

Thanks for the explanation. That is a massive fail from Sage!
How can you guard against this when the service provider screws up so badly?
Will the banks exempt the second batch from banks charges?

This has been a major issue for us obviously, we have discussed with Sage around ways to prevent this from happening again. We have implemented a couple of measures to ensure it doesn't happen again.

 

[Cyphera]

I eagerly checked with my bank and I am so upset I wasn't double debited, cause that would have meant my balance was going to increase soon.

 

[Cyphera]

Khudos to cool ideas, gaming latency is amazing, its stable with great speed.

I read you now live with the new SACS cable, but this hasn't yet translated to a change in latency to Brazil. Is this a change I can look forward to soon, would be great for path of exile.

 

[SAguy]

If you keep updating the ticket you will get pushed to the back of the queue as your ticket becomes the newest. So if it's urgent please call.

I called your team yesterday, the person handling my issue went on leave and there's no process to hand over open issues to someone else - which is why nothing was done for two weeks. Had to explain everything from scratch to another person.

Also doesn't make sense that new emails push a ticket to the back, means that the more frustrated your customer gets the less likely they are to get a response.

It also seems like you only have one contact at Openserve, and since they aren't getting back to you guys there's nothing you can do either.

Not your fault the process with the fibre providers is what it is, but it leaves customers with nothing to do but just wait.

I don't know hey... disappointed.

 

[Damir]

Is anyone else experiencing very poor speeds and high latency to Amazon cloud services except Cloudfront? I'm getting about <1Mbps and ~ 500 ms latency to all EC2 and S3 locations. Paul could you please look into this, since it's not the norm?

 

[STORMERSFAN]

Pretty stoked..speedtest on Wi-Fi

 

[STORMERSFAN]

Pretty stoked..speedtest on Wi-Fi

Thats on a 20/2..wonder if ill get higher than that

 

[ld13]

Thats on a 20/2..wonder if ill get higher than that

I would not bother.

 

[PBCool]

Is anyone else experiencing very poor speeds and high latency to Amazon cloud services except Cloudfront? I'm getting about QUOTE]Do you have an MTR or IP for me?