SH
Samantha H
1 reviews | Active since Sept 2012
25 Nov 2020, 10:49
Cool Ideas - get your act together!!!
I have been with Cool Ideas for over two years and have generally had good service. More than a month back I app**** for my router to be moved internally within my home. It has been an absolute run around since then with Cool Ideas (the service provider) referring me to Vumatel whose role has not been clearly clarified to me at any time and who seemingly cannot issue a quote to me. At the end of the day I have a contract with Cool Ideas and I expect that they work to resolve my problems without batting the ball backwards and forwards to Vumatel. No client should expect to be treated in this way - get it together Cool Ideas!
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Cool Ideas Service Provider's replyOfficial
25 Nov 2020, 11:00Good day Samantha
We are sorry to hear of this frustration,
upon looking into the timeline of your request we see that we did request this from Vumatel on the same day of you logging a service request with us.
we are sorry our team didnt explain who is responsible for this, just to clarify Cool Ideas supply the data portion of your fibre line, the infrastructure is managed by the FNO (Vumatel) so if there are any damages to the cable inside or outside of your property or if it needs to be moved elsewhere Vumatel are responsible for this
we have requested a supervisor look into the situation to see if this was escalated accordingly, a senior member of staff will be in touch with you to discuss the way forward shortly
The Cool Team
We are sorry to hear of this frustration,
upon looking into the timeline of your request we see that we did request this from Vumatel on the same day of you logging a service request with us.
we are sorry our team didnt explain who is responsible for this, just to clarify Cool Ideas supply the data portion of your fibre line, the infrastructure is managed by the FNO (Vumatel) so if there are any damages to the cable inside or outside of your property or if it needs to be moved elsewhere Vumatel are responsible for this
we have requested a supervisor look into the situation to see if this was escalated accordingly, a senior member of staff will be in touch with you to discuss the way forward shortly
The Cool Team
Cool Ideas Service Provider's reply25 Nov 2020, 11:00
Official
Good day Samantha
We are sorry to hear of this frustration,
upon looking into the timeline of your request we see that we did request this from Vumatel on the same day of you logging a service request with us.
we are sorry our team didnt explain who is responsible for this, just to clarify Cool Ideas supply the data portion of your fibre line, the infrastructure is managed by the FNO (Vumatel) so if there are any damages to the cable inside or outside of your property or if it needs to be moved elsewhere Vumatel are responsible for this
we have requested a supervisor look into the situation to see if this was escalated accordingly, a senior member of staff will be in touch with you to discuss the way forward shortly
The Cool Team
We are sorry to hear of this frustration,
upon looking into the timeline of your request we see that we did request this from Vumatel on the same day of you logging a service request with us.
we are sorry our team didnt explain who is responsible for this, just to clarify Cool Ideas supply the data portion of your fibre line, the infrastructure is managed by the FNO (Vumatel) so if there are any damages to the cable inside or outside of your property or if it needs to be moved elsewhere Vumatel are responsible for this
we have requested a supervisor look into the situation to see if this was escalated accordingly, a senior member of staff will be in touch with you to discuss the way forward shortly
The Cool Team