4-day fibre outage with no resolution — Cool Ideas passing the blame to Link Africa

My fibre service went down on Friday, 10 April 2026 and remains completely unresolved as of today, Monday 13 April 2026 — a total of 4 days without internet.

I logged a support ticket with Cool Ideas on 10 April 2026 (ticket reference: COOL-***). On 12 April, I was informed that the fault had been logged with Link Africa under reference INC***, and that turnaround times are "between 24–72 hours." That 72-hour window has now passed with no resolution and no ETR (estimated time to restoration) provided.

While I appreciate that Cool Ideas has escalated the matter and that Mdu Nxumalo from the Technical Escalations team has taken personal ownership of the ticket today, the reality is that I am now on day 4 with no internet and no confirmed timeline for restoration.

My concern is this: as a customer, my contract is with Cool Ideas — not with Link Africa. I should not be left without service for 4+ days simply because Cool Ideas and their infrastructure provider cannot resolve a fault within a reasonable timeframe. Blaming Link Africa does not resolve my outage.

I am requesting: (1) an urgent resolution or firm ETR, (2) a pro-rata credit for every day I have been without service, and (3) accountability from Cool Ideas as my ISP — regardless of where the infrastructure fault lies.

Link Africa ref

INC***