AL
Adam L
1 reviews | Active since Jan 2011
23 Jul 2021, 08:39
Line down with no explanation
I have just had to log a call because my Internet is down again. In the past, it's taken them at least three days to address this issue with Vumatel. No explanation as to why my line is down. This is an ongoing problem!
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Replies (1)
Cool Ideas Service Provider's replyOfficial
26 Jul 2021, 11:38Good day Adam
We are sorry to hear of your frustration
we see that your link has been restored by Vumatel and confirmation has been sent to you, looking at your ticket history we see the last time you had an issue was 4 months ago, we also see it is communicated in each ticket that link downs and repairs can take anywhere from 24 hours to 72 hours. These are the turn around times provided to us by the fibre line provider (Vumatel) we provide the data portion of the deal and rely on Vumatel to maintain the physical fibre infrastructure.
We understand it is not ideal to be down at any time and we apply pressure to the fibre line providers to ensure downtime is limited and turn around times are kept.
Should you have any extended down time issues in future you are welcome to email complaints @ cool ideas . Co .za
The Cool Team
We are sorry to hear of your frustration
we see that your link has been restored by Vumatel and confirmation has been sent to you, looking at your ticket history we see the last time you had an issue was 4 months ago, we also see it is communicated in each ticket that link downs and repairs can take anywhere from 24 hours to 72 hours. These are the turn around times provided to us by the fibre line provider (Vumatel) we provide the data portion of the deal and rely on Vumatel to maintain the physical fibre infrastructure.
We understand it is not ideal to be down at any time and we apply pressure to the fibre line providers to ensure downtime is limited and turn around times are kept.
Should you have any extended down time issues in future you are welcome to email complaints @ cool ideas . Co .za
The Cool Team
Cool Ideas Service Provider's reply26 Jul 2021, 11:38
Official
Good day Adam
We are sorry to hear of your frustration
we see that your link has been restored by Vumatel and confirmation has been sent to you, looking at your ticket history we see the last time you had an issue was 4 months ago, we also see it is communicated in each ticket that link downs and repairs can take anywhere from 24 hours to 72 hours. These are the turn around times provided to us by the fibre line provider (Vumatel) we provide the data portion of the deal and rely on Vumatel to maintain the physical fibre infrastructure.
We understand it is not ideal to be down at any time and we apply pressure to the fibre line providers to ensure downtime is limited and turn around times are kept.
Should you have any extended down time issues in future you are welcome to email complaints @ cool ideas . Co .za
The Cool Team
We are sorry to hear of your frustration
we see that your link has been restored by Vumatel and confirmation has been sent to you, looking at your ticket history we see the last time you had an issue was 4 months ago, we also see it is communicated in each ticket that link downs and repairs can take anywhere from 24 hours to 72 hours. These are the turn around times provided to us by the fibre line provider (Vumatel) we provide the data portion of the deal and rely on Vumatel to maintain the physical fibre infrastructure.
We understand it is not ideal to be down at any time and we apply pressure to the fibre line providers to ensure downtime is limited and turn around times are kept.
Should you have any extended down time issues in future you are welcome to email complaints @ cool ideas . Co .za
The Cool Team