Cool Ideas or Supersonic?

I

Ibanez4020

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We're moving and need to get fibre installed (20/10 or 5 mbps). Our main concern is stability (Zoom calls) and liberal FUP (we stream a lot of tv). Going by some of the best ISP articles I've read, CI and Supersonic seem to be good options.

Any other suggestions worth looking at?
 
Ibanez4020 said:
This was my first choice. Unfortunately they don't want to process my installation request, so I'm interpreting that as them not wanting my business
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Give them a call on Wednesday morning, you won't be sorry.
 
Ibanez4020 said:
This was my first choice. Unfortunately they don't want to process my installation request, so I'm interpreting that as them not wanting my business
Click to expand...
Two other ISP's couldn't install my fibre line, Afrihost came to the party.

Its sometime more complicated, my son made orders with other ISPs before we went to Afrihost, but we had to cancel the two previous orders to get there. Also the street number was a big issue for us and the number we know as our physical street number was not on VUMA's system. When the installer got here and piped the cable to the house, the first thing he did was look at the number inside the box in the street and it was different, something I never thought of doing as I didn't want to tamper with the box.

We have only been with Afrihost for a week now, so far so good. Took the 50/5 package.
 
BTTB said:
Two other ISP's couldn't install my fibre line, Afrihost came to the party.

Its sometime more complicated, my son made orders with other ISPs before we went to Afrihost, but we had to cancel the two previous orders to get there. Also the street number was a big issue for us and the number we know as our physical street number was not on VUMA's system. When the installer got here and piped the cable to the house, the first thing he did was look at the number inside the box in the street and it was different, something I never thought of doing as I didn't want to tamper with the box.

We have only been with Afrihost for a week now, so far so good. Took the 50/5 package.
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On their website when you try to sign up with the given address, they refuse to process the order and it just gives a message that says they are still rolling out fibre in the area and you can pre-order.

I also spoke to a consultant on Whatsapp and the person was clueless and it took multiple attempts to get the point across. He proceeded to to tell me I can't sign up because there's no infrastructure in the area.

Every single other ISP site and the Openserve site itself has the entire area lit up like a Christmas tree and I know multiple people in the suburb with fibre, including my father in law who lives two houses down who is on Openserve.

I think I gave them a fair shot here. They are probably fine, but unfortunately first impressions are still a thing. I have no intention phoning around after them to sort out stuff. If they say they can't help me, I'm taking their word for it.
 
BTTB said:
Two other ISP's couldn't install my fibre line, Afrihost came to the party.

Its sometime more complicated, my son made orders with other ISPs before we went to Afrihost, but we had to cancel the two previous orders to get there. Also the street number was a big issue for us and the number we know as our physical street number was not on VUMA's system. When the installer got here and piped the cable to the house, the first thing he did was look at the number inside the box in the street and it was different, something I never thought of doing as I didn't want to tamper with the box.

We have only been with Afrihost for a week now, so far so good. Took the 50/5 package.
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So realistically what's happened here is the first ISPs went through the rigmarole of having Vumatel do what's called a premise creation. This is due to the new portal Vumatel implemented and the data cleanup they've been busy with.

Basically we as an ISP will apply for an installation at an address, the order will be rejected as not a valid physical address. We then need to escalate and have Vumatels dev team create the address manually which takes time.

We've had clients cancel after all this and place an order with another ISP who then places the order and the installation happens as normal.
 
PBCool said:
So realistically what's happened here is the first ISPs went through the rigmarole of having Vumatel do what's called a premise creation. This is due to the new portal Vumatel implemented and the data cleanup they've been busy with.

Basically we as an ISP will apply for an installation at an address, the order will be rejected as not a valid physical address. We then need to escalate and have Vumatels dev team create the address manually which takes time.

We've had clients cancel after all this and place an order with another ISP who then places the order and the installation happens as normal.
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I had the same thing. Signed up but according to their website there is Vumatel aerial in my area. I had to phone and convince them that we have trenched fibre because apparently there are different order numbers etc for aerial vs trenched fibre. I am happy with Afrihost but will definitely give you guys a go if/when that changes.
 
PBCool said:
So realistically what's happened here is the first ISPs went through the rigmarole of having Vumatel do what's called a premise creation. This is due to the new portal Vumatel implemented and the data cleanup they've been busy with.

Basically we as an ISP will apply for an installation at an address, the order will be rejected as not a valid physical address. We then need to escalate and have Vumatels dev team create the address manually which takes time.

We've had clients cancel after all this and place an order with another ISP who then places the order and the installation happens as normal.
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Do you think it will help "some" people to simply go outside and look at the number inside the box before clicking the coverage map? Its possible when the trenches were dug and the boxes were installed the person with the plan had his own set of street numbers which in some instances vary slightly.
Our property is larger than most and has more than one street number.

My son was impatient and started ordering from other ISP's but I think in our case it was VUMA who came to the rescue in the end as they called me on the Tuesday to say the installers would be at our property the next morning.
Even the installer had to call to find us, albeit its on Google Maps.

Feeling sympathy here for ISPs trying to unravel all this, dealing with new clients like us all green to the procedure.

All the best for your business Mr Cool. :cool:
 
PBCool said:
Us obviously.
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Why?
It's a simple question.
I posted this same question in another thread. You guys never answered it.

My current ISP is beyond pathetic and are incapable of identifying and solving technical problems on their end.
I need know that my ISP can sort stuff out, not in weeks and months, but in hours.
Is this you?

Next question, your support team says it takes 7 to 14 working days to change ISPs and I will have no internet during this time.
Why so long?
Can't it be done quicker?
 
Sig_ZA said:
Why?
It's a simple question.
I posted this same question in another thread. You guys never answered it.

My current ISP is beyond pathetic and are incapable of identifying and solving technical problems on their end.
I need know that my ISP can sort stuff out, not in weeks and months, but in hours.
Is this you?

Next question, your support team says it takes 7 to 14 working days to change ISPs and I will have no internet during this time.
Why so long?
Can't it be done quicker?
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Sorry I'm not ignoring you just catching up.

Well you have access to two directors for any escalations or issues you may have, we are a fibre only ISP so we focus on it as a product.

That leadtime is typically for a new install not for a move, migrations typically happen the same day the line is released.
 
PBCool said:
Sorry I'm not ignoring you just catching up.

Well you have access to two directors for any escalations or issues you may have, we are a fibre only ISP so we focus on it as a product.

That leadtime is typically for a new install not for a move, migrations typically happen the same day the line is released.
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Thanks.
That's what I need, service and someone to escalate problems to.

Here is the response that I received:
" Please know that we cannot guarantee that the won't be any downtime. The migration for Frogfoot once the current ISP has released the line is anywhere from 7-14 working days. This is just an ETA and can happen much sooner. "

If you can confirm that a migration is a day, then I'll start the process to move over to you and find out what penalties I need to pay with my current ISP.
 
Sig_ZA said:
Thanks.
That's what I need, service and someone to escalate problems to.

Here is the response that I received:
" Please know that we cannot guarantee that the won't be any downtime. The migration for Frogfoot once the current ISP has released the line is anywhere from 7-14 working days. This is just an ETA and can happen much sooner. "

If you can confirm that a migration is a day, then I'll start the process to move over to you and find out what penalties I need to pay with my current ISP.
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It's typically done the same day I will need to check why you got that response.
 
Sig_ZA said:
Thanks.
That's what I need, service and someone to escalate problems to.

Here is the response that I received:
" Please know that we cannot guarantee that the won't be any downtime. The migration for Frogfoot once the current ISP has released the line is anywhere from 7-14 working days. This is just an ETA and can happen much sooner. "

If you can confirm that a migration is a day, then I'll start the process to move over to you and find out what penalties I need to pay with my current ISP.
Click to expand...

May I ask who your current ISP is?
 
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