HH
Hendrik H
1 reviews | Active since Oct 2018
06 Oct 2021, 19:56
Cool Ideas Not That Cool.. Rather Cold
Sad to say, bad service around support and a poor installation by TT connected which result Fibre cable to be break. As a end user I can not talk to TT connect directly so raised it with Cool Ideas. They in turn say I must pay 2500 to fix the cable.
Needless Cool Ideas stance is that TT connect is invoicing me. So they can't do anything. Yet when I call TT connect thay say I must go through my ISP.
So Cool Ideas very disappointing at how you handled this problem
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Cool Ideas Service Provider's replyOfficial
07 Oct 2021, 09:18Good day Hendrik H,
Thank you for your feedback. We are sorry to learn that your experience with our teams has not been pleasant.
It is true that we, your ISP, have to communicate with the fibre provider, TT Connect, on your behalf. The physical infrastructure on your property, excluding the router, was provided by TT Connect. Their technicians get dispatched for all damage repairs and hardware moves, hence the invoice coming from TT Connect instead of Cool Ideas.
TT Connect technicians provide an installation satisfaction form to customers once an installation is complete. All customers can then check their installations and have technicians fix anything that looks poor before signing the document. Customers then complete and sign the form, indicating that they are satisfied with the installation. Any changes that customers require after that are at an extra cost.
We, unfortunately, have no control over the amount that TT Connect has invoiced you for your repairs and changes. Your concerns regarding our teams' support have been raised internally for investigation and improvement purposes.
Your patience and understanding are appreciated.
Thank you for your feedback. We are sorry to learn that your experience with our teams has not been pleasant.
It is true that we, your ISP, have to communicate with the fibre provider, TT Connect, on your behalf. The physical infrastructure on your property, excluding the router, was provided by TT Connect. Their technicians get dispatched for all damage repairs and hardware moves, hence the invoice coming from TT Connect instead of Cool Ideas.
TT Connect technicians provide an installation satisfaction form to customers once an installation is complete. All customers can then check their installations and have technicians fix anything that looks poor before signing the document. Customers then complete and sign the form, indicating that they are satisfied with the installation. Any changes that customers require after that are at an extra cost.
We, unfortunately, have no control over the amount that TT Connect has invoiced you for your repairs and changes. Your concerns regarding our teams' support have been raised internally for investigation and improvement purposes.
Your patience and understanding are appreciated.
Cool Ideas Service Provider's reply07 Oct 2021, 09:18
Official
Good day Hendrik H,
Thank you for your feedback. We are sorry to learn that your experience with our teams has not been pleasant.
It is true that we, your ISP, have to communicate with the fibre provider, TT Connect, on your behalf. The physical infrastructure on your property, excluding the router, was provided by TT Connect. Their technicians get dispatched for all damage repairs and hardware moves, hence the invoice coming from TT Connect instead of Cool Ideas.
TT Connect technicians provide an installation satisfaction form to customers once an installation is complete. All customers can then check their installations and have technicians fix anything that looks poor before signing the document. Customers then complete and sign the form, indicating that they are satisfied with the installation. Any changes that customers require after that are at an extra cost.
We, unfortunately, have no control over the amount that TT Connect has invoiced you for your repairs and changes. Your concerns regarding our teams' support have been raised internally for investigation and improvement purposes.
Your patience and understanding are appreciated.
Thank you for your feedback. We are sorry to learn that your experience with our teams has not been pleasant.
It is true that we, your ISP, have to communicate with the fibre provider, TT Connect, on your behalf. The physical infrastructure on your property, excluding the router, was provided by TT Connect. Their technicians get dispatched for all damage repairs and hardware moves, hence the invoice coming from TT Connect instead of Cool Ideas.
TT Connect technicians provide an installation satisfaction form to customers once an installation is complete. All customers can then check their installations and have technicians fix anything that looks poor before signing the document. Customers then complete and sign the form, indicating that they are satisfied with the installation. Any changes that customers require after that are at an extra cost.
We, unfortunately, have no control over the amount that TT Connect has invoiced you for your repairs and changes. Your concerns regarding our teams' support have been raised internally for investigation and improvement purposes.
Your patience and understanding are appreciated.