BAD IDEAS

I have taken the matter up with SA consumer complaints to assist to take the matter up with the Consumer Protection Act.

Based on the reviews on Hello Peter, The -73 NPS (Net Promotor Score), the lack of response from Cool Ideas on this platform, and the queries made to them. I hope I can serve as an example of why it is so important to check company reviews on Hello Peter before signing a 24month contract with a company that does not honor what they advertise and will hold you liable for their mistakes.

My advice, If you are looking for a fiber avoid Cool Ideas at all costs (or it will end up costing you more than intended) and rather go with a 5G connection (if you have it available in your area ) that will deliver the same speeds if not more. (48 hr delivery and connection) or make sure you do proper research for a reputable ISP that does not make up their own rules and ignore the Consumer Protection Act for their own gain.

"Hi

My Compliant against Cool Ideas ISP.

I app**** for a Cool Ideas Fibre contract (with R0 installation/connection fee through Vumatel on the Hippo.co.za website in June and received a confirmation that states Installation is R0.

After Cool ideas returned and asked to fill in their application form. Where the question was asked if I have an existing fiber connection which I confirmed yes and provided them with the information and pics required.

A week and a half later after not hearing from Cool Ideas, I did a follow-up call to find out what's happening. They ask me to submit more pics of the ONT (the box that connects to the Fibre cable) and they came back informing me that my box is not compatible with their fiber and that they have arranged with Vumatel to install the correct unit at my house.

Once the unit was installed I had to follow up with them for another 7 days to get my Fiber connection activated. During this period I was informed that they activated the wrong line with Open Serve and not Vumatel. a couple of days later, this was rectified.

After the service was activated, I received an Installation fee bill from Cool Ideas of R1750. When I question why they charging me an installation fee when their advert stated R0 installation fee (They did not charge me for a connection fee as advertised), they initially kept on responding that Vumatel has an installation fee. It took me a number of calls and written queries for them to acknowledge that my order did state the R0 installation fee. To which they acknowledge that they made a mistake in advertising and that they will get it rectified, but that I am still responsible for the installation fee.

Their reason for this is that after I placed my order I stated that I had an existing Fiber installation and because they had to install a new one they charging me for installation.

The problem with their response is that when I noticed their advert and placed an order to get their Cool ideas Fiber contract with R0 installation fee there were no prerequisites that I had to have an existing fiber connection to qualify for the R0 installation. Based on the advert on hippo.co.za the installation was Free (R0) (no T&C stating that this offer was based on an existing installation)

For all intent and purposes, any reasonable person that read the advert would have read that was stated. Cool ideas did not charge an installation fee.

Their advert has been updated in the meantime to reflect the R1750 installation fee. They admitted to making an error in advertising but they refused to honor the deal that they have advertised and what I ordered from them in June.

I informed them due to false advertising that I would like to cancel, whereby they informed me that I still am still liable for the installation fee and calender month service fees. They forcing me to pay for an installation fee which they have advertised as free (R0) whether I stay with them or not.

Please assist as I am not getting anywhere with Cool Ideas. Their supervisors are never available, always responding with the same type of response that Vumatel has an installation fee and invoices with warnings that if I don't pay the installation fee that my service will be suspended. They made the error in advertising and now they holding me liable for an R1750 installation fee that was not part of the deal."