Cool Ideas refusing to release a line

[Sinbad]

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

The service is tied to the mac address of the router that is connected to the CPE. If the account is still active, they should be able to reset that so yours works.

 

[GloriousBrendon]

The service is tied to the mac address of the router that is connected to the CPE. If the account is still active, they should be able to reset that so yours works.

Well as you can see, the response from Cool Ideas is:
You are not our customer, so we don't give a f@ck.

So do you really think they would assist me with that?

 

[Sinbad]

Well as you can see, the response from Cool Ideas is:
You are not our customer, so we don't give a f@ck.

So do you really think they would assist me with that?

Yes, I think if you asked nicely they would. If you go in all confrontational, they will happily ignore you, because as you say, you're not their customer and the previous occupant is still under contract with them.
They're humans too.

 

[GloriousBrendon]

Yes, I think if you asked nicely they would. If you go in all confrontational, they will happily ignore you, because as you say, you're not their customer and the previous occupant is still under contract with them.
They're humans too.

I actually did tbh, I have worked in sales so I know how it feels to be treated like garbage. But if you have been nice and friendly for 3 weeks, and they just tell you we don't care, how would you react?

Even my orignal post was not confrontational. Haven't been nasty to them at all

 

[CrypticZA]

Well as you can see, the response from Cool Ideas is:
You are not our customer, so we don't give a f@ck.

So do you really think they would assist me with that?

As Rodent said your ISP needs to log an early termination with Vumatel which they probably not doing they probably logging a new order and Vumatel are saying "the line already is active with another ISP"

You will need to provide proof you have taken over the apartment and then the ISP logs that change with Vumatel.

I have seen multiple cases on here where people took over a lease and the previous tenant didn't pay their account so the ISP would not release the line, the FNO can still release it if the individual shows it is a new tenant and they have nothing to do with the previous line.

 

[GloriousBrendon]

As Rodent said your ISP needs to log an early termination with Vumatel which they probably not doing they probably logging a new order and Vumatel are saying "the line already is active with another ISP"

You will need to provide proof you have taken over the apartment and then the ISP logs that change with Vumatel.

I have seen multiple cases on here where people took over a lease and the previous tenant didn't pay their account so the ISP would not release the line, the FNO can still release it if the individual shows it is a new tenant and they have nothing to do with the previous line.

So my ISP did as far as I know, but they sent me screenshots of how the service was terminated and immediately activated again.

There's a log of a cancellation and activation from Cool Ideas on the same day around the same time. Not sure how that works, but Vox has been struggling with Cool Ideas and Vuma to release my line.

Vuma blaming Cool Ideas and Cool Ideas blaming Vuma

 

[deweyzeph]

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.

Surely as the new tenant of the property to which the line belongs the OP is de facto the new line owner? The fibre provisioning system really needs to change because the current system sucks big time for new tenants and new owners of properties who have to clean up the previous tenant/owner's fibre mess. If someone can prove they are the new tenant/owner of a property then they should not be held to ransom for the previous tenant/owner's mess.

 

[GloriousBrendon]

Surely as the new tenant of the property to which the line belongs the OP is de facto the new line owner? The fibre provisioning system really needs to change because the current system sucks big time for new tenants and new owners of properties who have to clean up the previous tenant/owner's fibre mess. If someone can prove they are the new tenant/owner of a property then they should not be held to ransom for the previous tenant/owner's mess.

Exactly, especially if I took the correct procedure in submitting a line migration a month before moving to a new place. How can I be held responsible and told to wait until end of September for the previous tenant not doing the correct thing?

 

[Y'all Qaeda]

Exactly, especially if I took the correct procedure in submitting a line migration a month before moving to a new place. How can I be held responsible and told to wait until end of September for the previous tenant not doing the correct thing?

Should've gone with Afrihost. They bought CI, so they likely would've been able to get it released a bit faster. Or maybe not. Sucks to be in your position.

 

[GloriousBrendon]

Should've gone with Afrihost. They bought CI, so they likely would've been able to get it released a bit faster. Or maybe not. Sucks to be in your position.

I did, I was with Afrihost since 2016. I submitted a line migration beginning of August, no communication whatsoever. 30 August I get notified that my line has been deactivated at the previous place.

1st of September I call to activate the line at my new place and I get told they logging a ticket, wait 24-48 hours. 2 days later, nothing has been communicated but the ticket was "resolved". After 2 weeks of back and forth with me trying to get an answer and service. No one ever contacted me, emailed me or did any effort. They just logged tickets and waited for me to phone in 2 days again. When I eventually phoned in asking to speak to a team leader I get told they don't wanna speak to me and I should just request a call back, which they never called back anyway.
**Edit** I also get billed the full amount for the month of September at the new place even though they can clearly see that I have not yet gotten a service.

Since I have signed up with Vox, they call me EVERY time there's an update on the ticket and I get excellent feedback.

I cannot blame Afrihost for this situation, but they way they treated me as a customer of almost 5 years, a client that does hosting with them and a client that recommends to my clients to use them as hosting was horrible.

 

[PPLdude]

Should've gone with Afrihost. They bought CI, so they likely would've been able to get it released a bit faster. Or maybe not. Sucks to be in your position.

Ahh ****. I wouldn't have signed up with them when moving to my new apartment if I knew that...

 

[cavedog]

Surely as the new tenant of the property to which the line belongs the OP is de facto the new line owner? The fibre provisioning system really needs to change because the current system sucks big time for new tenants and new owners of properties who have to clean up the previous tenant/owner's fibre mess. If someone can prove they are the new tenant/owner of a property then they should not be held to ransom for the previous tenant/owner's mess.

They aren't.

Vox needs to follow line release processes through Vuma. Each ISP and depending on the size has a dedicated line release point of contact and you need to follow the procedure. Vox telling @GloriousBrendon that CISP is holding the line and refusing to release it is factually incorrect.

Vox needs to send the POA to Vuma of the new tenant. Vuma sends that to the old ISP and then the line is released and if the old ISP refuses/doesn't respond Vuma Force releases the line. The turnaround time for this is about 3 days.

 

[GloriousBrendon]

They aren't.

Vox needs to follow line release processes through Vuma. Each ISP and depending on the size has a dedicated line release point of contact and you need to follow the procedure. Vox telling @GloriousBrendon that CISP is holding the line and refusing to release it is factually incorrect.

Vox needs to send the POA to Vuma of the new tenant. Vuma sends that to the old ISP and then the line is released and if the old ISP refuses/doesn't respond Vuma Force releases the line. The turnaround time for this is about 3 days.

I did send it to Vox, Britelink (Cause they just wanted to do installations), Afrihost (My original ISP) and Vumatel themselves long ago.

Vumatel even contacted me saying that they cannot terminate the line unless Cool Ideas approves it.

So at this point I don't know who to believe and what to do. Each person telling me a different story and all I want is for my internet to be activated. Like I said, 3 weeks going on 4 with this problem

 

[cavedog]

I did send it to Vox, Britelink (Cause they just wanted to do installations), Afrihost (My original ISP) and Vumatel themselves long ago.

Vumatel even contacted me saying that they cannot terminate the line unless Cool Ideas approves it.

So at this point I don't know who to believe and what to do. Each person telling me a different story and all I want is for my internet to be activated. Like I said, 3 weeks going on 4 with this problem

The problem is the address wasn't cleared properly. Someone logged a Vuma Dev ticket to clear the address. That is what Vuma Dev did. Vox then placed an order which triggered new install. Britelink came and swapped the only and completed the "new install" order. Once that happened the order went to "provisioning pending" and failed because there is already an active service at the address. That brings the issue back to the original problem which is active service with another ISP.

 

[GloriousBrendon]

The problem is the address wasn't cleared properly. Someone logged a Vuma Dev ticket to clear the address. That is what Vuma Dev did. Vox then placed an order which triggered new install. Britelink came and swapped the only and completed the "new install" order. Once that happened the order went to "provisioning pending" and failed because there is already an active service at the address. That brings the issue back to the original problem which is active service with another ISP.

Afrihost were actually the ones that made a new installation cause Britelink came through and replaced the line and the ONT

But why would Vumatel then phone me and say they cannot release the line without Cool Ideas approving it and why would Cool Ideas keep telling me that they did clear the line?

You see why this whole thing is just everyone pointing fingers?

@AfriNatic and his team are even helping me to get a manual address clear with Vuma

 

[AfriNatic]

Afrihost were actually the ones that made a new installation cause Britelink came through and replaced the line and the ONT

But why would Vumatel then phone me and say they cannot release the line without Cool Ideas approving it and why would Cool Ideas keep telling me that they did clear the line?

You see why this whole thing is just everyone pointing fingers?

@AfriNatic and his team are even helping me to get a manual address clear with Vuma

Just to clarify me and @cavedog is the same person. It's just my personal account.

I see that the order we placed was rejected by Vumatel due to the previous ISP still being active. We did definitely dropped the ball here when it got complicated.

Since our order has been reject Vox has also placed an order and are stuck at the same step we got stuck. Just want to confirm if you wish to have the service with Afrihost or Vox because there is a lot of ISPs involved and it's causing more issues.

 

[CrypticZA]

Just to clarify me and @cavedog is the same person once is just my personal account.

*Gasp*

 

[GloriousBrendon]

Just to clarify me and @cavedog is the same person once is just my personal account.

I see that the order we placed was rejected by Vumatel due to the previous ISP still being active. We did definitely dropped the ball here when it got complicated.

Since our order has been reject Vox has also placed an order and are stuck at the same step we got stuck. Just want to confirm if you wish to have the service with Afrihost or Vox because there is a lot of ISPs involved and it's causing more issues.

As stated, my order is with Vox. The only 2 ISP's I got involved in my order was Afrihost and Vox.

Only other ISP that is involved is Cool Ideas, but that's to release my line.

Also the order with Afrihost was cancelled about 2 weeks ago and according to Larnell, does not have any impact with my order with Vox and Vuma since the line was never allocated

 

[AfriNatic]

As stated, my order is with Vox. The only 2 ISP's I got involved in my order was Afrihost and Vox.

Only other ISP that is involved is Cool Ideas, but that's to release my line.

Also the order with Afrihost was cancelled about 2 weeks ago and according to Larnell, does not have any impact with my order with Vox and Vuma since the line was never allocated

Indeed so this where we are now.

485754437EDB819C - Old S/N of the active service. It's active currently on a 50/50 line ISP Cool Ideas.

485754438E3A55A5 - New swapped fsan that is failing to activate.

Afrihost's order VC-7921-020740 was rejected.

Vox has an in-flight install order currently


Unfortunately we won't be able to assist further as the requests need to come from the ISP you intend to use. If you wish to use us then I can see if we can get the address cleared.

 

[PBCool]

As stated, my order is with Vox. The only 2 ISP's I got involved in my order was Afrihost and Vox.

Only other ISP that is involved is Cool Ideas, but that's to release my line.

Also the order with Afrihost was cancelled about 2 weeks ago and according to Larnell, does not have any impact with my order with Vox and Vuma since the line was never allocated

This is a Vumatel bug, we logged the cancellation and shows cancelled on our side. It would be up to Vox to escalate via their AM to have the address cleared manually. There isn't much else we can do from our side unfortunately.

We deal with exactly this issue for our customers often.