Cool ideas new customer

[Frans111]

Hi, i have joined cool ideas as i was not getting a good service from HELLKOM. So now over the weekend HELLKOM, cancelled my services. I spoke to 2 consultants at cool ideas abd they told me the line will only be released on the 7th which i dont understand if the service was cancelled at HELLKOM why cant you connect me as the line should be free.

 

[PBCool]

Hi there, what is your application ref with us? Often an ISP may say the line has been released but it hasn't.

 

[Frans111]

Re#COOL-20230418-1187062) New Order Processing

 

[Frans111]

 

[PBCool]

Feedback is as follows:

Migration order the line is still with the previous isp
Team tried logging the circuit release but the portal is giving issues it was sent to Vuma this morning for manual intervention

It looks like the the isp set the release for the 7th and we can only take it over from the 8th but the team is trying to get it immediately released

So they have released it but not an immediate release.

 

[chrisc]

Re#COOL-20230418-1187062) New Order Processing

I think that is happening with my new Cool Ideas service. RSAweb confirmed that the line was released on 31st May but Cool Ideas say it was not

I've spoken to RSAweb several times since 1st June and just get brushed off, they telling me they have nothing to do with me any more and I must please stop asking over and over

No idea what to do next.

I see the SPEED TEST still states RSAWEB. They tell me this is a mistake and I must be misreading it

 

[PBCool]

I think that is happening with my new Cool Ideas service. RSAweb confirmed that the line was released on 31st May but Cool Ideas say it was not

I've spoken to RSAweb several times since 1st June and just get brushed off, they telling me they have nothing to do with me any more and I must please stop asking over and over

No idea what to do next.

I see the SPEED TEST still states RSAWEB. They tell me this is a mistake and I must be misreading it

This is usually an FNO fault. What is your application ref again?

 

[chrisc]

This is usually an FNO fault. What is your application ref again?

It is RE: (#COOL-20230308-1153959) New Order Processing

Thanks

 

[PBCool]

Feedback is as follows:

The line is still active with another ISP , we have request for them to do an early release as we do see the line is only set to cancel on the 15/06/2023

So requested a manual release.

 

[chrisc]

Who has the line then? RSAweb say it is not them

 

[PBCool]

Who has the line then? RSAweb say it is not them

The system says that's the date of release, and your line is still working with RSAWeb, so my guess is RSAWeb.

Unfortunately, that's the only info we get from the system on our side.

 

[chrisc]

Ok, thanks. I will stop nagging and let you get on with the business you are good at

I really appreciate the fast replies. Quite different from the previous ISP. 3 to 4 weeks to answer an email

 

[PBCool]

Ok, thanks. I will stop nagging and let you get on with the business you are good at

I really appreciate the fast replies. Quite different from the previous ISP. 3 to 4 weeks to answer an email

I know its a pain from your perspective, it is super frustrating from ours and many ISPs perspectives. I think there are near 100 ISPs on Vumatels network. Even more on Frogfoots for example. At least you have some access for the time being.