ST
Salome T
1 reviews | Active since Mar 2012
05 Oct 2021, 14:17
AVOID THIS COMPANY!
I should have headed all the warning and bad reviews for this service provider. I moved ISPs to this provider, and was met with a lot of resistance and unwillingness from them to help ensure a smooth transition. I repeatedly asked them to ensure a start date of 1 October. Somehow they couldn't coordinate delivering the new router on time, the starting charging me a day early without my consent (took extra money off my debit order!!!) and now are refusing to rectify it. I regret moving to this company.
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Cool Ideas Service Provider's replyOfficial
06 Oct 2021, 09:52 Good day Salome T, Thank you for your feedback. We are sorry to learn that your transition to Cool Ideas was not smooth. ISP switches can be complicated as we cannot place activation orders while another ISP has an active service for a specific address. That is why we could not promise that your service would be activated on 1 October, as requested. However, our Connect team did their best to have the fibre provider enable the service on the requested date. Regarding the router delivery - we can only send routers out for delivery once the fibre provider has activated the line on their end. This allows us to configure (set up) the router to ensure that it is plug-and-play when you receive it. Unfortunately, our delivery company does not operate on weekends and public holidays, hence the delay in delivery. Our Accounts team has rectified your invoice, so please check that and let them know should there still be an issue. Your concerns have been escalated internally; someone from our Connect department should be in touch soon. Apologies for any inconvenience caused.
Thank you for choosing Cool Ideas as your new ISP.
Thank you for choosing Cool Ideas as your new ISP.
Cool Ideas Service Provider's reply06 Oct 2021, 09:52
Official
Good day Salome T, Thank you for your feedback. We are sorry to learn that your transition to Cool Ideas was not smooth. ISP switches can be complicated as we cannot place activation orders while another ISP has an active service for a specific address. That is why we could not promise that your service would be activated on 1 October, as requested. However, our Connect team did their best to have the fibre provider enable the service on the requested date. Regarding the router delivery - we can only send routers out for delivery once the fibre provider has activated the line on their end. This allows us to configure (set up) the router to ensure that it is plug-and-play when you receive it. Unfortunately, our delivery company does not operate on weekends and public holidays, hence the delay in delivery. Our Accounts team has rectified your invoice, so please check that and let them know should there still be an issue. Your concerns have been escalated internally; someone from our Connect department should be in touch soon. Apologies for any inconvenience caused.
Thank you for choosing Cool Ideas as your new ISP.
Thank you for choosing Cool Ideas as your new ISP.