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Greetings @CoolEscalator

According to a phone exchange I had with cool ideas support staff earlier this afternoon, on the subject of vumatels present maintenance op in observatory jhb, connectivity was to be restored after 1 days work. I was specifically told that by 5pm, it should be restored, by said staff, and if not, that i should call again to log complaint. Obviously, it's outside operating hours now so calling is ineffective.

Can i pls get an update on vumas work and what it means if the line hasn't been restored, according to your support staff, by 5pm?

Thank you
 
eitaniel7 said:
Greetings @CoolEscalator

According to a phone exchange I had with cool ideas support staff earlier this afternoon, on the subject of vumatels present maintenance op in observatory jhb, connectivity was to be restored after 1 days work. I was specifically told that by 5pm, it should be restored, by said staff, and if not, that i should call again to log complaint. Obviously, it's outside operating hours now so calling is ineffective.

Can i pls get an update on vumas work and what it means if the line hasn't been restored, according to your support staff, by 5pm?

Thank you
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Hi, Support closes at 8PM?
 
PBCool said:
Hi, Support closes at 8PM?
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Greetings PB

I'm referring to the automated voice message I received when I attempted calling just after 5pm, as instructed by a call support staff member.

But that's not the point. I'm really asking if there's any update that can be provided related to vumatel's maintenance process.

If not, ok. I'm asking based on what was told to me during that support call. Perhaps the support staff member misspoke or was referring to the typical maintenance process that doesn't apply to this specific one, in observatory jhb?

Should I then send an email to support now, acquire a reference number?

Thank you
 
eitaniel7 said:
Greetings PB

I'm referring to the automated voice message I received when I attempted calling just after 5pm, as instructed by a call support staff member.

But that's not the point. I'm really asking if there's any update that can be provided related to vumatel's maintenance process.

If not, ok. I'm asking based on what was told to me during that support call. Perhaps the support staff member misspoke or was referring to the typical maintenance process that doesn't apply to this specific one, in observatory jhb?

Should I then send an email to support now, acquire a reference number?

Thank you
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Is the automated message around the maintenance in the area?

Maintenance of this kind is gradual over a period of time, so basically a portion of customers will go down then back up etc.

So if you are down for a prolonged period of time, you must call it in. Which is what looks like support suggested you do.
 
eitaniel7 said:
I was specifically told that by 5pm, it should be restored, by said staff, and if not, that i should call again to log complaint. Obviously, it's outside operating hours now so calling is ineffective.
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eitaniel7 said:
I'm referring to the automated voice message I received when I attempted calling just after 5pm, as instructed by a call support staff member.
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It is highly possible you pressed option 1 for our Connect Dept, which end at 5pm, as opposed to Option 2 for support when you called in. Can you confirm if this is the case? As you would have received that automated voice message if you selected option 1.

Option 2 (support) is available until 8pm.
 
CoolEscalator said:
It is highly possible you pressed option 1 for our Connect Dept, which end at 5pm, as opposed to Option 2 for support when you called in. Can you confirm if this is the case? As you would have received that automated voice message if you selected option 1.

Option 2 (support) is available until 8pm.
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Greetings

I never press option 1. I definitely pressed 2 on my dialer.

Regardless, I'm still seeking understanding as to what the situation is with vuma's work and what it means if I've not been restored by 5pm yesterday according to one of your support staff.

If you're able to help me in this regard, it'd be highly appreciated. Thank you
 
eitaniel7 said:
Greetings

I never press option 1. I definitely pressed 2 on my dialer.

Regardless, I'm still seeking understanding as to what the situation is with vuma's work and what it means if I've not been restored by 5pm yesterday according to one of your support staff.

If you're able to help me in this regard, it'd be highly appreciated. Thank you
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Similarly to what @PBCool stated, these multiple-day maintenances typically only switch off a portion of clients, or a street at a time (normally 1 Day max per street), and not the whole client base on that POP for the whole 5 days .

If you are still down, please send an email to [email protected] so that we may log a ticket for you with Vumatel.
Kindly share the #COOL reference afterwards, so that I can share your correspondence here, via the ticket.

Thank you for your patience.
 
CoolEscalator said:
Similarly to what @PBCool stated, these multiple-day maintenances typically only switch off a portion of clients, or a street at a time (normally 1 Day max per street), and not the whole client base on that POP for the whole 5 days .

If you are still down, please send an email to [email protected] so that we may log a ticket for you with Vumatel.
Kindly share the #COOL reference afterwards, so that I can share your correspondence here, via the ticket.

Thank you for your patience.
Click to expand...
(#COOL-20250203-2307531)
 
CoolEscalator said:
Similarly to what @PBCool stated, these multiple-day maintenances typically only switch off a portion of clients, or a street at a time (normally 1 Day max per street), and not the whole client base on that POP for the whole 5 days .

If you are still down, please send an email to [email protected] so that we may log a ticket for you with Vumatel.
Kindly share the #COOL reference afterwards, so that I can share your correspondence here, via the ticket.

Thank you for your patience.
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Just as a sidenote on the street to street work nature of vuma's process, from what I'm gathering, the whole of observatory, jhb, suburb is citing net outage from around same time as those of my particular street within observatory (12h00 on 03/02/2025).

And we've all been made aware of the intermittency nature supposedly meant to be the proper process of operation, yet it seems we were all taken offline together and still all offline presently.

People from streets far from mine, but in same suburb, citing the same loss of net.
 
eitaniel7 said:
Just as a sidenote on the street to street work nature of vuma's process, from what I'm gathering, the whole of observatory, jhb, suburb is citing net outage from around same time as those of my particular street within observatory (12h00 on 03/02/2025).

And we've all been made aware of the intermittency nature supposedly meant to be the proper process of operation, yet it seems we were all taken offline together and still all offline presently.

People from streets far from mine, but in same suburb, citing the same loss of net.
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Thank you for the additional info, I will share this as well.
 
CoolEscalator said:
Hi there, our team has logged this with Vumatel.
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Yes i was given this reference (00520091) by faith

Still waiting for the more salient communication about why vumatel has me offline for 23hours with absolutely no clarity about the work process and where it's at or how much longer I can expect to be offline.
 
CoolEscalator said:
Thank you for confirming you are back up and running.
I can't guarantee you will remain up until the maintenance has concluded, however I'm glad services are restored.
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Thank you for the heads up to potential further disruption

Is the nature of the work such that it's impossible to inform of scheduling that affects connectivity to specific areas at specific times?

I gather vumatels on site engineers and even admin support staff don't communicate very often or well with ISPs generally and during these periods, but it is really impossible to develop a more efficient breakdown of how the work affects clients?

Thanks
 
eitaniel7 said:
Thank you for the heads up to potential further disruption

Is the nature of the work such that it's impossible to inform of scheduling that affects connectivity to specific areas at specific times?

I gather vumatels on site engineers and even admin support staff don't communicate very often or well with ISPs generally and during these periods, but it is really impossible to develop a more efficient breakdown of how the work affects clients?

Thanks
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Unfortunately not. They only provide information about which components will be affected.
Here are the details they provided, and the latest updates below that:

Details:
The team will be remediating a AG to ensure optimal network performance and uptime.

Scope of work: Existing fibre joint (LMJ) will be carefully remediated, and the fiber connections will be re-spliced to ensure precise and secure connections, minimizing signal degradation and downtime.

Component/s Affected: FOB-AG01 & FOB-AG02

Latest Updates:
TypeShow Type column actionsDescriptionShow Description column actionsDate addedShow Date added column actions
Change UpdateTech onsite, Splicing in progress.Tuesday, Feb 4, 2025, 08:22
Change UpdateTeams onsite busy with auditMonday, Feb 3, 2025, 11:05
 
@CoolEscalator dropped you a PM, my Internet has been down since 18 Feb and I've logged a ticket on the same day. It feels as if there isn't any progress being made.

Please can you assist.
 
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