Cool Ideas No Internet

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Virmin8

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Sep 12, 2019
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Hi,

We've recently change ISP and Fibre Provider form SADV to Vumatel + CoolIdeas. Since we've received the PPPOE details we have been unable to connect to the internet. Iv'e tried different routers and bypassing the router without success. I have been in contact with Customer Support who have escalated the issue to Vumatel multiple times, but they responded that there is no issue on their side. The Customer Support team have tried helping me contantly without success atm. We've been through the troubleshooting process multiple times. I'm pretty impressed with their support staff so far as they have been in contact with me constantly and trying their best to help. I just need help to get the internet connected as it's been down for almost a week now. My support ticket is: #COOL-20210824-754813 and Vumatel ticket is: ISP-534292.

Any help at this stage would be appreciated.

​

 
Virmin8 said:
Hi,

We've recently change ISP and Fibre Provider form SADV to Vumatel + CoolIdeas. Since we've received the PPPOE details we have been unable to connect to the internet. Iv'e tried different routers and bypassing the router without success. I have been in contact with Customer Support who have escalated the issue to Vumatel multiple times, but they responded that there is no issue on their side. The Customer Support team have tried helping me contantly without success atm. We've been through the troubleshooting process multiple times. I'm pretty impressed with their support staff so far as they have been in contact with me constantly and trying their best to help. I just need help to get the internet connected as it's been down for almost a week now. My support ticket is: #COOL-20210824-754813 and Vumatel ticket is: ISP-534292.

Any help at this stage would be appreciated.

​

Click to expand...
Checking
 
Thanks, just an update. Vumatel have contacted me and are apparently sending a technician this afternoon. Hopefully everything will be sorted out then.
 
Virmin8 said:
Looks like they sent the wrong person
Click to expand...

Hi there. I am one of the escalation points here at Cool Ideas. I have assigned the ticket to myself and have escalated to the SDM at Vumatel. I will give you a call as soon as I have had feedback. Apologies for the turn around time in resolving this.
 
Any feedback? Did receive a call yesterday saying they working on it, but haven't heard anything today.
 
Virmin8 said:
Any feedback? Did receive a call yesterday saying they working on it, but haven't heard anything today.
Click to expand...
Hi There. I am having a meeting with the SDM this morning regarding this. I will respond on the ticket shortly as well
 
Yes, thank you so much for all the great support provided dring this process. Really happy with the service provided so far. Will probably have more questions in the future, but am extremely happy so far.
 
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