Cool Ideas refusing to release a line

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GloriousBrendon

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So I moved from my old house to a complex 1st of September. Submitted my details and everything for the existing line and ONT to be activated at the new premises. It's been 3 weeks and my ISP and Vumatel cannot do anything because the previous tenant was with Cool Ideas.

According to the previous tenant he cancelled in August and the cancellation should have taken place 31st of August. His service is still active and as far as I understand, is going to be active until 30 September due to notice period. I am a software engineer and freelance web developer that has spent over R1000 on data for September. Cool Ideas refuses to release the line even tho I have sent all my documents including the lease agreement to them, my ISP and Vumatel.

Any advice on how I go about this? Yes I know I could have gotten rain for the time being, but I did not know it was going to take this long and didn't want to add subscriptions to keep track of.

Is there anyone from Cool Ideas that can give me feedback on this?
 
Gambit said:
If the line is still active, why are you not able to just use it in the mean time while waiting for it to get moved over to your new ISP?
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That's something I cannot answer. The PON light is static green, but I cannot get internet access at all. Plus I feel it's a bit unethical to start with as you as using a service someone else is paying for
 
I am new to the forums on mybroadband so I did post this on the general ISP discussions, but it's kinda urgent:

So I moved from my old house to a complex 1st of September. Submitted my details and everything for the existing line and ONT to be activated at the new premises. It's been 3 weeks and my ISP and Vumatel cannot do anything because the previous tenant was with Cool Ideas.

According to the previous tenant he cancelled in August and the cancellation should have taken place 31st of August. His service is still active and as far as I understand, is going to be active until 30 September due to notice period. I am a software engineer and freelance web developer that has spent over R1000 on data for September. Cool Ideas refuses to release the line even tho I have sent all my documents including the lease agreement to them, my ISP and Vumatel.

Any advice on how I go about this? Yes I know I could have gotten rain for the time being, but I did not know it was going to take this long and didn't want to add subscriptions to keep track of.

Is there anyone from Cool Ideas that can give me feedback on this like @PBCool ?
 
I'm moving on the 30th. I hope this doesn't happen to me
 
I had a similar issue when I moved house. I simply put my router in and used the internet until the notice period of the previous residents expired.
But I am on vuma trenched and no password was required.
May be u can ask for the ISP password from the previous residents?
 
joker08 said:
Cant u use the internet already available to u in this house?
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It doesn't work for some reason, I suspect that the previous tenants service was cancelled, but they will only release the line after the notice period. No idea why it doesn't work. I don't even get a default gateway from the ONT with the PON light static green
 
Not sure if CoolIdeas is going down the tubes service wise. I messaged both of the reps to ask if they could check if my line is ready for activation and didn't get a response. Thinking of signing up with a different ISP.

Hopefully you get sorted soon!
 
Ghost02 said:
Not sure if CoolIdeas is going down the tubes service wise. I messaged both of the reps to ask if they could check if my line is ready for activation and didn't get a response. Thinking of signing up with a different ISP.

Hopefully you get sorted soon!
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Talk to @AfriNatic from Afrihost. Great service from him and he will have you up and running in a flash.
 
Ghost02 said:
Not sure if CoolIdeas is going down the tubes service wise. I messaged both of the reps to ask if they could check if my line is ready for activation and didn't get a response. Thinking of signing up with a different ISP.

Hopefully you get sorted soon!
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PBCool did mention he's been super busy

GloriousBrendon said:
I am new to the forums on mybroadband so I did post this on the general ISP discussions, but it's kinda urgent:

So I moved from my old house to a complex 1st of September. Submitted my details and everything for the existing line and ONT to be activated at the new premises. It's been 3 weeks and my ISP and Vumatel cannot do anything because the previous tenant was with Cool Ideas.

According to the previous tenant he cancelled in August and the cancellation should have taken place 31st of August. His service is still active and as far as I understand, is going to be active until 30 September due to notice period. I am a software engineer and freelance web developer that has spent over R1000 on data for September. Cool Ideas refuses to release the line even tho I have sent all my documents including the lease agreement to them, my ISP and Vumatel.

Any advice on how I go about this? Yes I know I could have gotten rain for the time being, but I did not know it was going to take this long and didn't want to add subscriptions to keep track of.

Is there anyone from Cool Ideas that can give me feedback on this like @PBCool ?
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Quote your support reference @CoolChick you around?
 
MEG101 said:
Talk to @AfriNatic from Afrihost. Great service from him and he will have you up and running in a flash.
Click to expand...

I wanted to assist as we were mentioned but it seems that @GloriousBrendon went with @Vox Customer Service and they have an in flight installation order failing to activate due to an active service from another ISP. My colleague is seeing if there is something we can do to clear the address but takes time.
 
@AfriNatic I was originally with Afrihost, but after 2 weeks of logging tickets, requesting call backs, team leaders refusing to speak to me and no one coming back to me I canceled my service with Afrihost. Vox has been keeping me updated and gave me more information in the past few days than Afrihost since I submitted a line migration. Nothing against you, I'm sure your service is great. I just couldn't handle Afrihost telling me wait 24-48 hours every time I asked for feedback
 
GloriousBrendon said:
@AfriNatic I was originally with Afrihost, but after 2 weeks of logging tickets, requesting call backs, team leaders refusing to speak to me and no one coming back to me I canceled my service with Afrihost. Vox has been keeping me updated and gave me more information in the past few days than Afrihost since I submitted a line migration. Nothing against you, I'm sure your service is great. I just couldn't handle Afrihost telling me wait 24-48 hours every time I asked for feedback
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Sorry we definitely dropped the ball with you order. :(
 
If the line was only cancelled in August then as per our terms a calendar months notice would result in the service only terminating end of September.

You are welcome to let your ISP request early termination through the FNO, or you can mail [email protected] to state your case, but no guarantees given as you are not our customer or the line owner.
 
TheRoDent said:
If the line was only cancelled in August then as per our terms a calendar months notice would result in the service only terminating end of September.

You are welcome to let your ISP request early termination through the FNO, or you can mail [email protected] to state your case, but no guarantees given as you are not our customer or the line owner.
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I did, Cool Ideas keeps saying that the service was cancelled and the line has been released, but Vox has sent me screenshots that the service is still active.

I have even spoken to a team leader at Cool Ideas and he is shocked that the people I contacted didn't follow the correct procedure in the beginning of the month when I contacted them.

According to Vumatel as well, they provided all the information for Cool Ideas to release the line, but Cool Ideas still simply refuses.

Spoke to the previous tenant and he also says he has been fighting with Cool Ideas the whole month of September.

The question is, if everyone involved has been speaking with Cool Ideas including the person who owns the line, why does Cool Ideas not release the line?
 
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