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FAQ

  • FTTH
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  • 1. What is FTTH?
     

    FTTH stands for Fibre to the Home. It is an idea of bringing high speed networking i.e. high speed internet, digital television and telephone service to residents using fiber optic cables. It is a broadband telecommunications system which is based on fiber optic cables and associated optical electronics for delivery of multiple advanced services to homes.

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  • 2. Can i get FTTH in my area?
     

    Click the fibre to the home link at the top of the page or click here to search for you area and see if your area is live!

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  • 3. Why do i need FTTH?
     

    The fiber network delivers true high speed broadband services that will be able to deliver up to 1Gbps ( gigabit per second). This is around 10 to 200 times faster than DSL broadband services.

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  • 4. We like to do a lot of streaming and downloading, will FTTH be the right choice?
     

    Absolutely! All our FTTH packages are uncapped, unshaped and at high speeds. Perfect for you to use the internet the way you need to.

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  • 5. Do we get a static IP address on FTTH?
     

    No you don't. All residential lines get a dynamic IP address in order to support the ever growing network.

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  • FTTB
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  • 1. What is FTTB?
     

    FTTB stands for Fibre to the Business. It is an idea of bringing high speed networking i.e. high speed internet, digital television and telephone service to businesses using fiber optic cables. It is a broadband telecommunications system which is based on fiber optic cables and associated optical electronics for delivery of multiple advanced services to businesses.

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  • 2. Can i get FTTB in my area?
     

    Click the fibre to the business link at the top of the page or click here to search for you area and see if your area is live!

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  • 3. Why do i need FTTB?
     

    The fiber network delivers true high speed broadband services that will be able to deliver up to 1Gbps ( gigabit per second). This is around 10 to 200 times faster than DSL broadband services.

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  • 4. I work from home, do i need a business account?
     

    Not necessarily, if you have 5 or more employees then you would need to go with a business package. If it is just you or a few more then you qualify for a residential package.

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  • 5. Do we get a static IP address on FTTB?
     

    Yes you do! we will set a static public IP for you so that your IT department can set everything up the way they need to.

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  • Wireless Networks
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  • 1. Can i depend solely on my wireless?
     

    Unfortunately wireless signals are susceptible to interference and should not be depended on as a sole connection to the internet. If you are struggling to connect through your wireless there may be something interfereing with your signal.

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  • 2. I have slow speeds over wireless.
     

    Your signal is being interfered with or you are too far from the router. To check if it is just the wireless or if your actual connection is slow, plug an ethernet cable from your router to your computer and test again. If it is still slow then please submit a support ticket so we can investigate. If it works well using an ethernet cable then you know that it is an issue with your wireless.

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  • 3. I have a dead spot at the other end of my home, what do i do?
     

    You would need to set up a wireless extender in your home in order to create a secondary hotspot for your wireless signal throughout the property. If you contact us we can put you in touch with an excellent company that we work with in order to deal with your internal network infrastructure needs.

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  • 4. Something is interfering with my wireless signal, how can i fix this?
     

    You can change the channel that your router transmits your signal on. The settings will usually be found on the wireless settings page of your router. If you need help changing your router's wireless channel please submit a support ticket so we can help you do so.

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  • 5. I have changed my channels but my wireless signal is still intermittent, what else can i do?
     

    You can invest in a dual band router so that you can get a larger frequency range to work with when changing channels on your router. A standard router transmits on the 2.4GHz band where as a dual band router transmits two simultaneous signals, one on the 2.4GHz band and one on the 5GHz band. However, noting that wireless is susceptible to interference should remind you that it is always better to be "cabled in" for as many fixed devices as possible.

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  • Accounts & Billing
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  • 1. Do i have to be on debit order?
     

    Due to the nature of our business we require all customers to use Debit Order as their payment method.

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  • 2. When does my debit order go off?
     

    Your debit order goes off at the end of the month for the month in advance.

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  • 3. Will I receive my invoice monthly regardless of me being on debit order?
     

    Yes, Once your debit order is in effect you will still receive your monthly invoices but they will just be sent for your records.

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  • 4. Can i pay up front for a year in advance?
     

    Unfortunately not. All our packages run on a month to month agreement and we do not, at this time, accept annual payments.

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  • Internet Packages
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  • 1. Is the router really free?
     

    Yes indeed it is! As long as you are a customer of Cool ideas!

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  • 2. Do you have capped packages?
     

    We do not, we only deal in completely uncapped packages! we want our users to have a truly unlimited experience on their new high speed fibre!

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  • 3. Do you shape your packages?
     

    We do not shape our packages whatsoever. All our packages are unshaped so we can again create that unlimited internet experience for our cool clients!

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  • 4. Do i have to sign any long term contracts?
     

    No you do not. All our packages are on a month to month basis, we would never want to lock you into anything.

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  • 5. Why are some packages different?
     

    A fibre line provider is chosen by the residents association of a suburb and prices will vary dependant on who the fibre provider in your area is.

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  • Email
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  • 1. Does Cool Ideas offer email addresses?
     

    No. at this time we do not offer email addresses. The reason for this is that all our clients either use webmail serivces or have had the same email address for years with their previous ISP.

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  • 2. Can i keep my email address?
     

    Yes you can! We understand that you have probably had the same email address for years. Everybody knows you by this address and we want to make sure that your mailing still works beautifully on our network.

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  • 3. How do i keep my email address?
     

    When you cancel with your current internet service provider you can ask to keep your email active. There will be a small fee you will still pay with the old internet service provider in order to keep your email active.

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  • 4. I have switched to Cool Ideas Fibre and now i cant send mail.
     

    This is because your outgoing mail server requires authentication. When your mail travels through our network and then reaches the relevant ISP's mail server that mail server does not recognize it. By enabling authentication the mail server then allows the mail to pass. Click these links for guides to help you get your emails working! SMTP Guide for Outlook users OR SMTP Guide for Mac users

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  • 5. My previous ISP says that i need Cool Ideas SMTP server details.
     

    No, you would still use the same server details you have. Once your outgoing mail server has been authenticated you will be sending mails in no time!

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  • Self Activation
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  • 1. Can i activate my own Cool Ideas package?
     

    Yes! A little experience with computers is all you need. If you contact us to speak to a technician, they can then explain the whole process and even guide you through it over the phone or on email.

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  • 2. Can i use my own router?
     

    Yes you can! Provided the router has a WAN port it can definitely be used. We take it that by having your own router you know how to log into it and set it up, but if you need us just contact us so we can help walk you through it.

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  • 3. What kind of connection type must i use?
     

    If you are on the Vumatel network you would need to set up your internet connection type as "DHCP". If you are on any of the other fibre networks please submit a support ticket to get your PPPOE login details as you will need a PPPOE connection type.

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  • 4. Where do i actually activate my internet package?
     

    If you are on the vumatel network you would see the vuma portal pop up in your browser as soon as you have your router connected via WAN to the CPE and DHCP enabled. You then log in or create an account on the Vuma portal, click residential or business, choose your Cool Ideas package and then order it! If you are on any other network you would simply ask us if you could collect your pre-configured router or have it delivered to your home.

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  • 5. How do you have my details if i self activate?
     

    We don't, you would still need to fill out an application form to Cool Ideas so that we have your details on record. Please go to our application page to apply.

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  • Router Issues
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  • 1. When i try browse the internet the admin login page for my router pops up.
     

    This could be for various reasons. Your fibre line may be down, your router's configuration may have been reset, your connection type may be wrong or the cable connecting your fibre termination box and your router is not in the WAN port of your router. Please submit a ticket to support so we can better help you troubleshoot your issue.

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  • 2. My network name has disappeared.
     

    It is highly likely that your router's configuration has been reset. Please submit a support ticket so we can walk you through setting up the configuration of your router.

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  • 3. How do i change my routers password?
     

    You can submit a support ticket to us and we will give you the current router password we set. From their you can log into the router and change the password in the tools menu.

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  • 4. Can i change my wireless network name and password?
     

    Yes you can! You can submit a support ticket to us and we will give you the current router password we set. From there you can log into the router and change the wireless network name in the wireless settings page on your router and your wireless password on the wireless security page of your router.

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  • 5. I have an older router and it seems to be working intermittently, can i get it replaced?
     

    If you have a router from Cool Ideas we will gladly replace it free of charge if it is faulty.

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  • VoIP
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  • 1. Do i get a voice mailbox?
     

    Yes you do! if you dial *1 on your phone you will be able to follow the voice prompts in order to setup your voice mail message as well as listen to voicemail messages.

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  • 2. Can i forward my phone to another phone?
     

    Why yes you can! if you dial *72[number]# (eg. *72072555555553#) you can divert all incoming calls from your VoIP phone to your cell or any other phone. Once you are done you simply dial *72# to disable forwarding.

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  • 3. Can i keep my old 011 number?
     

    Yes, it is possible to port your old number over to us. The process takes 4-6 weeks and certain documentation needs to be provided. It is advisable that you do not cancel your telkom line until the porting process is initiated.

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  • 4. What is VoIP?
     

    VoIP stands for Voice over Internet Protocol. The VoIP phones run directly on your internet line and there is no need for an additional telephone line as well as an internet line. The technology used in VoIP dedicates a distinct voice channel to each individual conversation that is underway.

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  • 5. What is required for me to port my number?
     

    We require a copy of your ID, your latest Telkom bill and proof of payment of that latest Telkom bill. we can then submit your documents to telkom in order to initiate the porting process.

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