Terrible Support and Experience with Cool Ideas

[FrikkieSwag]

So much confusion in one post.
Hard to know which are your words and others if you don't use the quote feature.

You're probably one of those people that'll fail an online IQ test

 

[lkpat]

You clearly didn't read his reply so here it is again:

This does not appear to be promising. So, for the foreseeable future, we should anticipate to be offline?

That's not what I said at all

Vumatel have confirmed during maintenance they changed vlans without informing us.

Something like that Frik.

 

[swakop_toe]

No, you are only reading what your staff noted.
Did they note that the laptop in use is a Lenovo IdeaPad S145 with no ETH port?
Did they note that the device is less than a meter from the wireless router and the router is hardwired to the FNO (installed by Vumatel).

The same device is used at my office with zero issues to a Ubiquiti AP more than 10m from him.

I myself ruled out WiFi issues by monitoring his connectivity with Wireshark. We are very IT tech versed, FWIW.

But your support staff insists on a hardlink test to the FNO, which is not possible.

And why, when Vumatel reprovision the line, is it fine for 24hours or so, then degrades again?

This is not a user device issue.

Just a glimpse.

 

[PBCool]

Just a glimpse.

Thanks, yes so the first few MTRs sent to us had loss to the router, and along with poor throughput points to wireless.

This seems like an intermittent line issue, which we've logged with Vumatel. They check levels and close the ticket.

So I see we managed to pickup loss on the line with the cabled test, so this would either be a line issue or the line is being congested. Either way the team is following up on it.

Do you have the other example for me?

 

[swakop_toe]

Thanks, yes so the first few MTRs sent to us had loss to the router, and along with poor throughput points to wireless.

This seems like an intermittent line issue, which we've logged with Vumatel. They check levels and close the ticket.

So I see we managed to pickup loss on the line with the cabled test, so this would either be a line issue or the line is being congested. Either way the team is following up on it.

Do you have the other example for me?

Thanks.
I see if I can get them from him and will post soonest.

 

[DeanMF21]

Let me elaborate a bit more here:

So a typical Vumatel maintenance event entails us getting notice, Vumatel making changes on their side be it backhaul upgrades, equipment changes or the like. Typically nothing facing us changes, unless they give us notice of there being changes. (In this case there were no planned changes)

So in this case Vumatel made changes, and once done customers come back online.

It affected a particular package relative to us (A vlan they removed by accident), which means most customers came back online, but not all.

This then doesn't trigger any major events for us and so is treated as regular line downs, that is all we can see from our side. (And so regular process follows, log with Vumatel, Vumatel checks line is up, closes ticket, dispute ticket and so forth)

Once we have been through said process we can escalate further for the Vumatel netops team to investigate, which is what happened this morning. To which they found in error they removed one of our vlans affecting you and a couple other customers.

I hope this explains it better, IE the change impacted us only and a specific bunch of customers.

I believe Vumatel re-instated the affected vlans this morning and will get a report from them for you.

The issue has been resolved and our internet is finally back online.

Thank you for your assistance herein and I apologize for having to have brought this to a public forum for assistance.

 

[swakop_toe]

The issue has been resolved and our internet is finally back online.

Thank you for your assistance herein and I apologize for having to have brought this to a public forum for assistance.

What relief.
Thank you for allowing me to also post in your thread, I did not even ask.
The title was just exactly what I needed with our plight.

 

[DeanMF21]

What relief.
Thank you for allowing me to also post in your thread, I did not even ask.
The title was just exactly what I needed with our plight.

No problem at all. I hope PBCool can assist you like he did with my issue. Just glad there is someone out there who we can actually speak to who doesn't just copy/paste replies.

 

[lkpat]

The issue has been resolved and our internet is finally back online.

Thank you for your assistance herein and I apologize for having to have brought this to a public forum for assistance.

Don't apologise. The popcorn was toasty.

 

[swakop_toe]

Thanks, yes so the first few MTRs sent to us had loss to the router, and along with poor throughput points to wireless.

This seems like an intermittent line issue, which we've logged with Vumatel. They check levels and close the ticket.

So I see we managed to pickup loss on the line with the cabled test, so this would either be a line issue or the line is being congested. Either way the team is following up on it.

Do you have the other example for me?

Any progress on this @PBCool ?

 

[PBCool]

Any progress on this @PBCool ?

It has been logged with Vumatel, so they will need to investigate. Possibly a faulty ONT.

Do you have the other example for me?

 

[swakop_toe]

It has been logged with Vumatel, so they will need to investigate. Possibly a faulty ONT.

Do you have the other example for me?

She says she cancelled her line last week.
Did not realise her Vumatel line is on a month-to-month only. No debit order option.
Inane.
Will find out more next week.

If we can resolve this one (N. Smith's) issues, I can check if we can't get the other one online again.