Cool Ideas does not follow through on their promises

I've been with Cool Ideas for about a year now and haven't had the best experience.

- Firstly, they provide a router that you cannot configure yourself and need to rely on their support team to help you, but their team is unmotivated and unhelpful in carrying out requests. So, until now, I have been working with my old router with a half set up network that gives problems regularly and these problems are only every half-resolved.

- As a remote worker, I need to be online consistently, and they have no empathy regarding this. I have been offline for the better half of a week now because of the poor fibre line provided by Zoom, however, Cool Ideas has done nothing to escalate the issue, they have not been proactive in getting Zoom to resolve the problem and instead give me empty apologies and ask for my patience when I have to spend additional money to be able to do my work. When I was with Afrihost, they would at least provide me with a temporary LTE sim card free of charge so that I could do my work while the line was down because I pay for an unlimited 50MB line. No solutions have been forthcoming from Cool Ideas and they have resorted to ignoring my emails, deferring my calls and promising to phone me back with no follow-through.

- I have now cancelled my account, and they say that they give a 30-day cancellation period, but they have me locked in for 57, so I must sit with this poor service until the end of November before I can move on to an ISP that actually cares about their customer. This is because I cannot move on until Cool Ideas releases the fibre line. I am very unhappy and frustrated by this.