1 reviews | Active since Jan 2018
Cool ideas customer service is pathetic!!!!!!!!!!!!!!!!
Cool ideas customer service is absolutely pathetic......... I submitted a RELOCATION request for my new address that is 500m down the road. Cool ideas advised that I have to submit a new line request for the new address, which is perfectly fine, BUT you have to pay both lines until end Aug as per the cancellation terms and conditions. Phoning Coo ideas and asking for assistance to move the date up to 31 July so that I do not pay 2 lines and only the one as it is a RELOCATION and not a new account. The answer simply is NO sorry. RELOCATION means you move your stuff to the new place and carry on as normal, not cancel and pay cancellation, and create everything from scratch, just because the ISP does not know what RELOCATION means
We are sorry to hear of this frustration,
We see that you have submitted a relocation request on the 7th of the month which then requires us to cancel the old line with the provider in question which is past their cut off date for cancellation notices resulting in both us and you being charged for the old line, we understand the concept of a relocation request and are trying to discuss this with our account manager at each FNO (Fibre Network Operator) to ask that they consider changing the policy however as it stands we are being billed for both this line and will be billed for the new line concurrently.
should we make any progress in this matter we will have a team leader reach out and discuss the way forward
The Cool Team
We are sorry to hear of this frustration,
We see that you have submitted a relocation request on the 7th of the month which then requires us to cancel the old line with the provider in question which is past their cut off date for cancellation notices resulting in both us and you being charged for the old line, we understand the concept of a relocation request and are trying to discuss this with our account manager at each FNO (Fibre Network Operator) to ask that they consider changing the policy however as it stands we are being billed for both this line and will be billed for the new line concurrently.
should we make any progress in this matter we will have a team leader reach out and discuss the way forward
The Cool Team