TF
Thomas F
1 reviews | Active since Dec 2020
18 Dec 2020, 11:49
Beware their cancellation and activation policies.
I am moving house and I was planning to keep Cool Ideas as my service provider. It turns out that if you don't give them a 1 month calendar notice, meaning the BEGINNING of a calendar month they will charge you for the service until the end of the following month. I notified them in the middle of the month and thus will have to pay for service 2 addresses even though their provided modem will move with me.
On the other hand there is not problem charging pro rata if you join in the middle of the month. I was also charged when my line got activated even though their router had not been delivered yet implying also charging for no service .
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Cool Ideas Service Provider's replyOfficial
11 Jan 2021, 09:51Good day Thomas
we are sorry for the frustration experienced
please note that we have various processes and protocols in place to protect us as well as our customers, when you move properties we need to cancel the old property with the fibre line provider as per their tems or we face paying for the old property for an additional month, this is why we have the transfer process in place that our staff will be happy to explain should you query this in time. alot of the time we as the ISP are alerted to a customer moving at the last minute and we incur charges that could have otherwise been avoided.
We are constantly working with our fibre line providers to ask them to consider being a bit more lenient in this regard however these are their terms and conditions for a reason and we must follow them to avoid this type of situation. if it were up to us we would allow you to alert us at any time of the month but this is not our call unfortuantley
we value our customers and do not mean to inconvenience them in any way however we must ask that processes are adhered to.
The Cool team
we are sorry for the frustration experienced
please note that we have various processes and protocols in place to protect us as well as our customers, when you move properties we need to cancel the old property with the fibre line provider as per their tems or we face paying for the old property for an additional month, this is why we have the transfer process in place that our staff will be happy to explain should you query this in time. alot of the time we as the ISP are alerted to a customer moving at the last minute and we incur charges that could have otherwise been avoided.
We are constantly working with our fibre line providers to ask them to consider being a bit more lenient in this regard however these are their terms and conditions for a reason and we must follow them to avoid this type of situation. if it were up to us we would allow you to alert us at any time of the month but this is not our call unfortuantley
we value our customers and do not mean to inconvenience them in any way however we must ask that processes are adhered to.
The Cool team
Cool Ideas Service Provider's reply11 Jan 2021, 09:51
Official
Good day Thomas
we are sorry for the frustration experienced
please note that we have various processes and protocols in place to protect us as well as our customers, when you move properties we need to cancel the old property with the fibre line provider as per their tems or we face paying for the old property for an additional month, this is why we have the transfer process in place that our staff will be happy to explain should you query this in time. alot of the time we as the ISP are alerted to a customer moving at the last minute and we incur charges that could have otherwise been avoided.
We are constantly working with our fibre line providers to ask them to consider being a bit more lenient in this regard however these are their terms and conditions for a reason and we must follow them to avoid this type of situation. if it were up to us we would allow you to alert us at any time of the month but this is not our call unfortuantley
we value our customers and do not mean to inconvenience them in any way however we must ask that processes are adhered to.
The Cool team
we are sorry for the frustration experienced
please note that we have various processes and protocols in place to protect us as well as our customers, when you move properties we need to cancel the old property with the fibre line provider as per their tems or we face paying for the old property for an additional month, this is why we have the transfer process in place that our staff will be happy to explain should you query this in time. alot of the time we as the ISP are alerted to a customer moving at the last minute and we incur charges that could have otherwise been avoided.
We are constantly working with our fibre line providers to ask them to consider being a bit more lenient in this regard however these are their terms and conditions for a reason and we must follow them to avoid this type of situation. if it were up to us we would allow you to alert us at any time of the month but this is not our call unfortuantley
we value our customers and do not mean to inconvenience them in any way however we must ask that processes are adhered to.
The Cool team