No Service

[Steffenate]

Hi there, I've been without internet for a full week now. I logged a ticket on Saturday, and received a call soon after to discuss the issue. They then sent a mail to say they logged a ticket with SADv. At that point I was annoyed that I had no internet, but impressed with the service. BUT, since then I've left 6 messages on the ticket, sent 7 emails, logged a ticket with SADv, logged another ticket with Cool Ideas, and I am yet to get a single mail of correspondence from either Cool Ideas or SADv. I just want to know what is going on and if they are fixing the problem.

 

[PBCool]

Do you have one of the refs for me?

 

[Steffenate]

Do you have one of the refs for me?

I am so thrilled by this response you have no idea.
#COOL-20200314-394044

 

[miyax]

@PBCool I'm tagging myself in here because I've had the same problem:
No internet connection (fibre line is 100%)
It's been 3 days and multiple calls to the call centre go unanswered, and I've had no response to my ticket.
#COOL-20200329-404253

As a result of this experience, I'm going to switch over to Vox but I need you to release my fibre link immediately - please can you assist in getting this process expedited.

 

[PBCool]

@PBCool I'm tagging myself in here because I've had the same problem:
No internet connection (fibre line is 100%)
It's been 3 days and multiple calls to the call centre go unanswered, and I've had no response to my ticket.
#COOL-20200329-404253

As a result of this experience, I'm going to switch over to Vox but I need you to release my fibre link immediately - please can you assist in getting this process expedited.

Please allow me to try find out what is happening first.

 

[miyax]

Certainly, will appreciate that.

 

[miyax]

Hi PBCool, just received a call fro Ithumeleng who investigated and resolved the issue.
Ithumeleng was very professional and helpful in explaining to me what the issue was, which I am grateful for.

Apparently my particular issue was because the VLAN setting at Frogfoot was misconfigured and pointing to another ISP. How this came to be is unclear.

What is still concerning to me is the fact that I was unable to raise anyone at CISP through the call centre or by logging a support ticket.
I'm acutely aware of the current situation we all find ourselves in, and I believe we all need to exercise patience in that regard, however I do find myself disappointed that it took 3 days and I had to raise the alarm on a "social media" channel (something I detest doing) before any action was taken. As discussed with Ithumeleng, if the call centre is having issues, then one would expect that sort of communication to be forthcoming from CISP on a social media outlet, or even better, direct to email. For the record, I was on hold for over 51 minutes yesterday waiting for a call centre agent to answer. Eventually the music went quiet and I had no idea if I was still on hold or not. This happened several times from Sunday until yesterday. Perhaps something to look into.

That said I'm grateful to you for escalating the issue and getting me back online. That much is certainly well appreciated and I will reconsider my earlier decision

Thank you!

 

[PBCool]

Certainly, will appreciate that.

I believe you are up and running, was a provisioning thing that should have been escalated. Apologies I need to investigate what the delay was.

 

[miyax]

I believe you are up and running, was a provisioning thing that should have been escalated. Apologies I need to investigate what the delay was.

Good morning PB,
I've re-opened my support ticket as the same issue has represented itself this morning.
Connecting to my WiFi opens a dialog which says my usename is not valid at MWEB. I am not an MWEB customer.

So it appears the VLAN setting is misconfigured at my fibre provider (Frogfoot), again.

Hopefully someone at CISP will get my support ticket this morning and be able to resolve it, but I'm concerned as to why this now seems to be a recurrent problem.
Any idea why Frogfoot might be changing my VLAN setting on what seems a weekly basis now? I'd like to get to the bottom of this please.

Thank you
Max

 

[PBCool]

Good morning PB,
I've re-opened my support ticket as the same issue has represented itself this morning.
Connecting to my WiFi opens a dialog which says my usename is not valid at MWEB. I am not an MWEB customer.

So it appears the VLAN setting is misconfigured at my fibre provider (Frogfoot), again.

Hopefully someone at CISP will get my support ticket this morning and be able to resolve it, but I'm concerned as to why this now seems to be a recurrent problem.
Any idea why Frogfoot might be changing my VLAN setting on what seems a weekly basis now? I'd like to get to the bottom of this please.

Thank you
Max

It's obviously just incorrectly captured data relative to your ONT somewhere. I'll follow up.