Cool Ideas, k*k gedagtes!

Item: Cool Ideas Service Provider
Rating: 2
Author: JP V

I'm was an existing Cool Ideas client and needed assistance with activating a new fibre service. I moved right next door - the fibre line literally needs to move 5 meters, which I can do myself. I've tried to make it as easy as possible for them by submitting a cancellation, moving the fibre NTU myself and get them to reactivate the service with the updated address. They are unable to assist me. Looks like I should have just kept quiet, moved the NTU myself and carried on paying them without them knowing about the move. Now they say I need to wait 2-3 weeks for a new installation (the other NTU is 5 meters away from me FFS!). Cancel cancel cancel, I'll find someone that can help me. I don't recommend these clowns, rather look elsewhere.

Helpful (0)

Replies (1)

Cool Ideas Service Provider's replyOfficial

01 Nov 2024, 10:13

Hello JP, Thank you for sharing your feedback with us. We understand the frustration that can come with a delay in service when moving. However, we want to clarify that the fibre box (ONT) is the property of the fibre provider, Frogfoot, and can’t be moved by anyone other than their technicians. This is a standard protocol to ensure both the functionality and security of the fibre network. For relocations, the correct process is to cancel the existing service and then submit a new order for the new address. This is because each address requires its own registered ONT, even if the new address is nearby. The fibre provider's turnaround time for a new installation is typically 2-3 weeks, and our team is here to make the process as smooth as possible. We’re genuinely sorry to see you go and regret that we couldn’t meet your expectations this time. Should you ever wish to return, we’d be happy to assist you with the process. Best Regards, The Cool Ideas Team

Cool Ideas Service Provider's reply01 Nov 2024, 10:13

Official