SM
Sarah M
1 reviews | Active since Feb 2016
30 Oct 2024, 16:32
Clear explanations would be helpful on what is going on
About 10 days ago I asked for fibre to be connected at my new address. Why does it have to take this long and why can't your agents explain what is going on in simple terms. I asked previously what is going on and the agent said she had requested CR. Had to ask what is CR. Just received a email now saying CR rejected due to below. Below was a screen shot of my rental agreement with the unit number highlighted. How am I meant to know what this means and what I must do now? Please ask your agents to explain to customers in simple terms what we must do to get fibre connected as I have no idea still if you can connect where I am or not. There is a vuma box there already so why does it take so long now?
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Cool Ideas Service Provider's replyOfficial
31 Oct 2024, 08:16 Dear Sarah, Thank you for your feedback and for bringing this to our attention. We sincerely apologise for the inconvenience you’ve experienced, and we understand how important it is to have clear communication throughout the setup process. The delay was due to a situation where a previous fibre service was still registered at your address. In these cases, we apply for what’s called a circuit release (CR) with our fibre provider, Vumatel. This process requires your proof of residence, such as a rental agreement, to show you now occupy the property. Once the fibre provider reviews and approves the CR, they release the existing circuit, allowing us to place a new order for you. If the CR is rejected, it usually means additional documentation or adjustments may be needed. We appreciate your patience as we worked with Vumatel on this. We’ll make sure our agents communicate more clearly on the steps needed, as well as any actions required from you, to make this as smooth as possible. Expect a call from our Support Team for assistance with your initial connection at your new address, if they have not yet reached out. Thanks again for your feedback, and please let us know if there’s anything more we can do to assist. We appreciate your support. Best Regards, Cool Ideas
Cool Ideas Service Provider's reply31 Oct 2024, 08:16
Official
Dear Sarah, Thank you for your feedback and for bringing this to our attention. We sincerely apologise for the inconvenience you’ve experienced, and we understand how important it is to have clear communication throughout the setup process. The delay was due to a situation where a previous fibre service was still registered at your address. In these cases, we apply for what’s called a circuit release (CR) with our fibre provider, Vumatel. This process requires your proof of residence, such as a rental agreement, to show you now occupy the property. Once the fibre provider reviews and approves the CR, they release the existing circuit, allowing us to place a new order for you. If the CR is rejected, it usually means additional documentation or adjustments may be needed. We appreciate your patience as we worked with Vumatel on this. We’ll make sure our agents communicate more clearly on the steps needed, as well as any actions required from you, to make this as smooth as possible. Expect a call from our Support Team for assistance with your initial connection at your new address, if they have not yet reached out. Thanks again for your feedback, and please let us know if there’s anything more we can do to assist. We appreciate your support. Best Regards, Cool Ideas