SR
Sam R
1 reviews | Active since Feb 2018
29 Apr 2025, 16:15
Change of address made complicated by unnecessary reapplication
Shocking customer service. Confusing instructions from customer service. A simple process of changing office in the same building requires a new application, despite being an existing client, with a 48 hour delay for reconnection. A delay most business dependent on internet can I'll afford. A customer is directed to the Cool Ideas, not user friendly, website to create a new application.
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Cool Ideas Service Provider's replyOfficial
30 Apr 2025, 08:51Good day Sam,
Thank you for your feedback, and apologies for any inconvenience you may have encountered during your relocation process.
Please note that the fibre providers require a cancellation for the old address and a new application for the new address, regardless of whether it is in the same building/complex or if you are an existing customer. This ensures that the previous address' fibre device is disabled and billing stops, and that the new address' device can be installed and activated (if there is no existing installation).
One of our Connect Team Leaders will contact you to assist you further and address any concerns or questions you may have. We appreciate your patience and understanding during this time.
Please reply to the latest email from our team with any further questions.
Warm Regards,
The Cool Ideas Team
Cool Ideas Service Provider's reply30 Apr 2025, 08:51
Official
Good day Sam,
Thank you for your feedback, and apologies for any inconvenience you may have encountered during your relocation process.
Please note that the fibre providers require a cancellation for the old address and a new application for the new address, regardless of whether it is in the same building/complex or if you are an existing customer. This ensures that the previous address' fibre device is disabled and billing stops, and that the new address' device can be installed and activated (if there is no existing installation).
One of our Connect Team Leaders will contact you to assist you further and address any concerns or questions you may have. We appreciate your patience and understanding during this time.
Please reply to the latest email from our team with any further questions.
Warm Regards,
The Cool Ideas Team