Vumatel/Crystal Web struggles round 2

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Taladas20

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http://imgur.com/a/cH4Tp

Gentlemen my victory was short lived.

Last night Shaun battled my Vuma CPE and won but as I mentioned in my previous post
the IP was assigned to my laptop and not to my wireless router.
We did a few speedtests and all was in order and decided to call it a day.

I get home early today and decided to get hold of CW to assign my router only to discover my CPE is flashing red on the FX light, red light being usually a bad thing.
Once again the awesome lads at Crystalweb helped me out as much as they could but
my fiber link is apparently down for some reason.

I have emailed Vuma and said they would send out a tech.

Had fiber for almost an entire week and have used it for about 2 min to do speed tests lol.

Once again, big love for the CW guys for helping me and Telkom... because without my ADSL line
for redundancy i would not be able to use CW support or actually post this message to you guys.
 
Yeah this link is showing as down and the CPE is not registering your connection, so nothing on our side can make a difference at this point. The Vuma CPE may have an issue but only Vuma can investigate that. May be a simple config error on their end as well. Please keep our support guys in the loop and we'll do all we can within the limits of our abilities to get you back up...
 
Thanks Shaun i really appreciate your help.

I hope my suffering helps others in the future with regards to troubleshooting.

My sense tells me i might have a dodge CPE, hopefully a tech comes out tomorrow.
 
Taladas20 said:
http://imgur.com/a/cH4Tp

Gentlemen my victory was short lived.

Last night Shaun battled my Vuma CPE and won but as I mentioned in my previous post
the IP was assigned to my laptop and not to my wireless router.
We did a few speedtests and all was in order and decided to call it a day.

I get home early today and decided to get hold of CW to assign my router only to discover my CPE is flashing red on the FX light, red light being usually a bad thing.
Once again the awesome lads at Crystalweb helped me out as much as they could but
my fiber link is apparently down for some reason.

I have emailed Vuma and said they would send out a tech.

Had fiber for almost an entire week and have used it for about 2 min to do speed tests lol.

Once again, big love for the CW guys for helping me and Telkom... because without my ADSL line
for redundancy i would not be able to use CW support or actually post this message to you guys.
Click to expand...

From what I remember, Vuma turnaround time for this is less than 48 hours, but can be faster.
 
I see tons of vans driving through my area so im sure it will be speedy but its just damn frustrating.
One step forward, two steps back.
 
Taladas20 said:
I see tons of vans driving through my area so im sure it will be speedy but its just damn frustrating.
One step forward, two steps back.
Click to expand...

Vuma confirm that it should be fixed by tomorrow. They have assigned a tech. Port shows as down too, so not just CPE, but may be a CPE issue nonetheless. But on the plus side we have escalated and they are on the case with expected time to resolution being tomorrow for you...
 
I had my Vuma installation done yesterday morning but the CPE is dead. Techs left after installation saying they would check back in but I haven't heard anything since.

I'm desperate to sign up with intro offer but impossible with FX light blank, and Power light flashing (blue). Tech support @ Vuma just said wait it takes 24 hours to configure which sounds like bollocks.

Edit: Hurlingham Manor area
 
Last edited:
The techs tested eveything on my side before they left, showed me the vuma portal etc etc.

Something tells me these CPE's are just cheap garbage
 
There was a network fault today in Hurlingham btw, so could be related. Taladas have you logged it with Vumatel?
 
PBCool said:
There was a network fault today in Hurlingham btw, so could be related. Taladas have you logged it with Vumatel?
Click to expand...

Yup, Vuma on the case there but in this case it seems it's down on the port and CPE side so not easy to know if related or a symptom...
 
Man, I love seeing two ISP's trying to help a customer. Even if the customer is not theirs. It is still nice. Healthy in my opinion :D
 
DERoestorf said:
Man, I love seeing two ISP's trying to help a customer. Even if the customer is not theirs. It is still nice. Healthy in my opinion :D
Click to expand...

Absolutely, and we encourage it and always appreciate the sincere assistance. We'll reciprocate where possible. We do a lot of it on the forum for DSL so it's nice to see a fellow ISP share this helpful mindset and healthy competitive ethos. We even posted a complete guide to DSL line migrations for Afrihost customers on the forum the other day. It just makes life much easier if everyone is well informed and it makes for a healthier growth path when customers across the board are better educated and aware of the nature of the products and brands...
 
DJ... said:
Absolutely, and we encourage it and always appreciate the sincere assistance. We'll reciprocate where possible. We do a lot of it on the forum for DSL so it's nice to see a fellow ISP share this helpful mindset and healthy competitive ethos. We even posted a complete guide to DSL line migrations for Afrihost customers on the forum the other day. It just makes life much easier if everyone is well informed and it makes for a healthier growth path when customers across the board are better educated and aware of the nature of the products and brands...
Click to expand...

Exactly. It also shows that ISP's aren't trying to hide anything
 
Update!

I got a phone call at around 19:15 from Vuma asking if they can quickly send a team to sort out the issue.
15min later the guys shows up and get to work.

They tested the actual fiber wire with some diagnostic tools and its working.
They used my old mans laptop with windows 7 and started messing around and made no progress they then asked if i had another laptop
with a different OS. Luckily i did, with windows 10. Same issue...

The issue being that when the laptops were hooked to the CPE they are getting unidentified network etc and couldnt logon to the vuma page. A guy from Vuma phoned saying they would send out another team tomorrow with their own laptops etc to check out the problem.

The FX light on the router is supposed to stay orange though so atlaest im winning there.

I just dont want this to end up being a finger pointing situation between Vuma and the ISP.

EIther way, still impressed they came out this late to help me out
 
DERoestorf said:
Exactly. It also shows that ISP's aren't trying to hide anything
Click to expand...

Absolutely, and an important point to note is that there has historically been a lot of mistrust and rather negative sentiment directed towards ISPs, and I believe the majority of that is perfectly valid and understandable. We firmly believe as a rule that if challenges are openly communicated and explained, we can engage in valuable and constructive debate with the end-goal of mutually shared positive contribution to the industry and end users.

Without that close engagement we're not building products that people want, nor solving real problems. We're making assumptions about problems and employing researchers to find evidence of this, and/or dictating products to people where "semantic gymnastics" has to be played to make them sound great. Nobody wins...
 
Taladas20 said:
Update!

I got a phone call at around 19:15 from Vuma asking if they can quickly send a team to sort out the issue.
15min later the guys shows up and get to work.

They tested the actual fiber wire with some diagnostic tools and its working.
They used my old mans laptop with windows 7 and started messing around and made no progress they then asked if i had another laptop
with a different OS. Luckily i did, with windows 10. Same issue...

The issue being that when the laptops were hooked to the CPE they are getting unidentified network etc and couldnt logon to the vuma page. A guy from Vuma phoned saying they would send out another team tomorrow with their own laptops etc to check out the problem.

The FX light on the router is supposed to stay orange though so atlaest im winning there.

I just dont want this to end up being a finger pointing situation between Vuma and the ISP.

EIther way, still impressed they came out this late to help me out
Click to expand...

Two things:

1) no finger-pointing is likely as neither Vuma nor Crystal Web have anything to gain from the link being down; and

2) your link is UP! Appears whatever the guys did there has sorted out the physical fibre link now.

Hop over to live chat on our site and go chat with the guys to get back up and running - should have you back up shortly...
 
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