NS
Nardus S
1 reviews | Active since Mar 2012
11 Apr 2020, 19:39
Cool Ideas, disruptive connection, no support
Our internet has been unstable and slow over the kast four days. I have logged tickets on the Cool Ideas user portal two days ago, and have had no reply from their support team.
We have a 20mbps line and have been struggling with 20kbps download speeds, unable to do any work.
They are absolutely hopeless, this is so incredibly frustrating during lockdown.
Helpful (0)
Replies (7)0
Replies (7)
Cool Ideas Service Provider's replyOfficial
14 Apr 2020, 08:01Hi Nardus
apologies for the frustration, have you escalated to a manager on duty ? or via our social media pages ? if not please send us your account holder details so we can escalate and resolve accordingly :)
apologies for the frustration, have you escalated to a manager on duty ? or via our social media pages ? if not please send us your account holder details so we can escalate and resolve accordingly :)
Cool Ideas Service Provider's reply14 Apr 2020, 08:01
Official
Hi Nardus
apologies for the frustration, have you escalated to a manager on duty ? or via our social media pages ? if not please send us your account holder details so we can escalate and resolve accordingly :)
apologies for the frustration, have you escalated to a manager on duty ? or via our social media pages ? if not please send us your account holder details so we can escalate and resolve accordingly :)
NS
Nardus S's updateReviewer Update
14 Apr 2020, 11:46Why do I need to escalate it to a manager on duty? Do I work for you? I have rep**** directly to the technician who finally responded - Alex Hlapa - this was yesterday, and I have still had no reply. The Craighall Park community forum is buzzing with complaints about Cool Ideas, as is the Parkhurst and Parkview forums. I think we need to switch on-mass, Cool Ideas clearly don't have the capacity to resolve this matter, or they simply do not care. There is good reason for them to have so many 1 star ratings.
NS
Nardus S's update14 Apr 2020, 11:46
Reviewer Update
Why do I need to escalate it to a manager on duty? Do I work for you? I have rep**** directly to the technician who finally responded - Alex Hlapa - this was yesterday, and I have still had no reply. The Craighall Park community forum is buzzing with complaints about Cool Ideas, as is the Parkhurst and Parkview forums. I think we need to switch on-mass, Cool Ideas clearly don't have the capacity to resolve this matter, or they simply do not care. There is good reason for them to have so many 1 star ratings.
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Nardus S's updateReviewer Update
14 Apr 2020, 11:48My ticket number is COOL-***
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Nardus S's update14 Apr 2020, 11:48
Reviewer Update
My ticket number is COOL-***
Cool Ideas Service Provider's replyOfficial
14 Apr 2020, 12:27Hi Nardus, just asking if you followed the escalation phases in place, if a staff member has failed you we encourage you to raise this internally so that the manager on duty can deal with the unsatisfactory service. we strive to improve our service each day and your escalation internally helps
Cool Ideas Service Provider's reply14 Apr 2020, 12:27
Official
Hi Nardus, just asking if you followed the escalation phases in place, if a staff member has failed you we encourage you to raise this internally so that the manager on duty can deal with the unsatisfactory service. we strive to improve our service each day and your escalation internally helps
NS
Nardus S's updateReviewer Update
14 Apr 2020, 12:54Qualifying your earlier question does not address my concern. When will the internet be restored to the line speed that we have signed up for? I am a health care provider and I see patients over Zoom and Skype, my work is constantly disrupted by slow and unstable internet speeds which has a direct negative affect on my patients. This is not the time for bad service and poor excuses. I understand now why Paul Butschi feels so tired having to constant defend Cool Ideas.
What are you doing about the slow internet in our area?!
What are you doing about the slow internet in our area?!
NS
Nardus S's update14 Apr 2020, 12:54
Reviewer Update
Qualifying your earlier question does not address my concern. When will the internet be restored to the line speed that we have signed up for? I am a health care provider and I see patients over Zoom and Skype, my work is constantly disrupted by slow and unstable internet speeds which has a direct negative affect on my patients. This is not the time for bad service and poor excuses. I understand now why Paul Butschi feels so tired having to constant defend Cool Ideas.
What are you doing about the slow internet in our area?!
What are you doing about the slow internet in our area?!
NS
Nardus S's updateReviewer Update
14 Apr 2020, 13:11I have phoned several times today, no answer. No responses to my emails. 5 open tickets unresolved since 30 March.
NS
Nardus S's update14 Apr 2020, 13:11
Reviewer Update
I have phoned several times today, no answer. No responses to my emails. 5 open tickets unresolved since 30 March.
Cool Ideas Service Provider's replyOfficial
14 Apr 2020, 13:27we believe someone is currently on the line with you Nardus, please note some issues are FNO relative and not to do with the ISP. if you wish to discuss the Fibre line provider issues further please lodge a complaint via ***. Thank you
Cool Ideas Service Provider's reply14 Apr 2020, 13:27
Official
we believe someone is currently on the line with you Nardus, please note some issues are FNO relative and not to do with the ISP. if you wish to discuss the Fibre line provider issues further please lodge a complaint via ***. Thank you