Choose Cool Ideas if you want shoddy Internet service and customer service

Appalling service and false advertising. Our landlord pays for unshaped 20mbps up and down speed with Cool Ideas, and we get less than 5mbps (often even lower than 1mbps). My husband was helping our landlord, who is visually impaired, to get the Internet fixed as he cannot create emails on his own and he isn't very tech savvy. Our landlord specifically asked my husband to help get everything fixed for all these reasons. First, Cool Ideas told us that my husband was not allowed to get involved (even if it is with the permission and on the behalf of our landlord), and insisted that our landlord had to correspond with them via email (even though we had all the relevant information needed to get everything sorted). How can anyone expect a visually impaired, elderly gentleman to correspond with them via email if he cannot see?! It's as if Cool Ideas was insisting to work through our landlord only because they wanted to **** an elderly gentleman into a poor Internet deal due to his lack of technological savviness. Absolutely shoddy, suspicious and insensitive service! My husband and I called multiple times over the span of a few days. The first time we called, we were told to just unplug and plug back in the modem. When we told them that we'd already done that (as my husband is in the IT business and knows how to troubleshoot everything from our side), they sounded as if they didn't know what else to say. We were given a ticket number and told that they'd do everything they could to fix everything. When nothing happened, we called them again the next day and they told us "We're remedying everything now". Why only then? We'd already called them the day before. Another time, we were told that someone would call us back, and they never did. Also, when we asked for the technician's phone number, Cool Ideas refused to give it to us. We were told that they'd call the technician and tell her to call us. We are still waiting for the call from the technician. Awful Internet service, awful customer service, and overall awful experience. Choose Cool Ideas if you want terrible Internet service and customer service.