Help signing up please!

Muks said:
Day 19, still waiting for activation. Talk about a migration from hell :rolleyes:

A new ticket was opened with Vumatel on 14 Dec for "activation": VC-131222-003118 AE
I'm still waiting for them to contact me....
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Hi:

The previous ISP is still active on the line. Following up with xxx to assist with the previous ISP line release

Is the feedback I have so we are doing what we can.
 
KoolKop said:
@PBCool @CoolChick

Can I please get some help signing up. I've been trying to sign up with cool ideas for a while now. At first the issue was that my "old" isp had to release the line. I told the lady that I don't even have an old isp, I'm literally using Openserve's isp for the 30 day trial, and that I can't get hold of them! I was told that it'll be escalated up, but nothing is happening. In the mean time Openserve responded to my email and asked if they must release the line, to which I replied yes. I'm still waiting on feedback from either Openserve or Cool Ideas.

It's starting to look like you guys don't want me as a customer...?

My ticket number COOL-20221121-1064420
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You do have an "old" ISP, its OpenServe's ISP :)
 
PS - i still think this is a tactic used by some ISP's to keep you with them. If they an make you wait weeks to release your line without service, you might just change your mind and stay with them...

There should be penalties for ISPs and Vumatel (to avoid collusion) that anything longer than 7 days to release a line must cost THEM money.
 
PBCool said:
Hi:

The previous ISP is still active on the line. Following up with xxx to assist with the previous ISP line release

Is the feedback I have so we are doing what we can.
Click to expand...

The old ISP is confirming that the line has been released on 30 November. This is the screenshot they sent me as proof:
 

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Muks said:
The old ISP is confirming that the line has been released on 30 November. This is the screenshot they sent me as proof:
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So that may be the case but when we apply it states the line is still withheld by another ISP. Its possible another ISP placed an order by mistake. I will push some more on it.
 
PBCool said:
So that may be the case but when we apply it states the line is still withheld by another ISP. Its possible another ISP placed an order by mistake. I will push some more on it.
Click to expand...

Yes the shop Vumatel portal tells me there's an "in-flight installation order" (as opposed to "active service with another ISP"). Not sure which other ISP this could be besides CI...

1671451811477.png
 
Vumatel support informed me that VC-131222-003118 was rejected due to incorrect information provided by Cool Ideas and new ticket was opened VC-191222-757781.

This is now the third ticket with Vumatel? wtaf is going on?!
 
Muks said:
Vumatel support informed me that VC-131222-003118 was rejected due to incorrect information provided by Cool Ideas and new ticket was opened VC-191222-757781.

This is now the third ticket with Vumatel? wtaf is going on?!
Click to expand...
It's impossible to provide incorrect information, I will follow up.
 
PBCool said:
It's impossible to provide incorrect information, I will follow up.
Click to expand...
Vumatel have come around today finally to do whatever they needed to do...
So I guess its back to CI now for activation...
 
Day 22, still waiting for activation....

Received confirmation yesterday "Vumatel have confirmed that your line is ready for ISP activation! With that being said, your billing has been activated and you will receive an invoice with the pro-rata fee."
I am still waiting for the invoice, still not activated, and just spent 25min on a call with the activation team while they figure out what's going on. They promised to call me back later today.

This is beyond frustrating, honestly...
 
Muks said:
Day 22, still waiting for activation....

Received confirmation yesterday "Vumatel have confirmed that your line is ready for ISP activation! With that being said, your billing has been activated and you will receive an invoice with the pro-rata fee."
I am still waiting for the invoice, still not activated, and just spent 25min on a call with the activation team while they figure out what's going on. They promised to call me back later today.

This is beyond frustrating, honestly...
Click to expand...
So feedback from the team is that Vumatel activated the line, this was after Vumatel had to replace the CPE being unable to locate your address (insert Vumatel comment around incorrect information here).

But once activated there is still no service so it gets pushed back to their support department.

I completely understand the frustration but as you are aware this is mostly due to the previous account holder and then Vumatel systems issues on top of that.

I believe you did speak to our team this morning?
 
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