GF
Gerhardus F
1 reviews | Active since Aug 2015
23 Jun 2021, 15:42
Cool Ideas Poor Service - give me back my money
On the 5th of June, I realised I wasn't getting the line speed I was supposed to and logged a support ticket. Since then, they have been unable to rectify the issue. Currently, I am paying R1000 for a 30 Mbps line, which is R300 more than I should be paying. They show no urgency for fixing this issue. They keep on stalling by asking me to retest the line, after which I repeatedly send back the same results.
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Replies (7)
Cool Ideas Service Provider's replyOfficial
24 Jun 2021, 10:02Good day Gerhardus
We are sorry to hear of this frustration
We have confirmation from our support team that your line is indeed set to the correct speed and they have asked you to test and confirm, please do reply to the support ticket and should you not be hapy with the service kindly email complaints @ cool ideas .co .za
The Cool Team
We are sorry to hear of this frustration
We have confirmation from our support team that your line is indeed set to the correct speed and they have asked you to test and confirm, please do reply to the support ticket and should you not be hapy with the service kindly email complaints @ cool ideas .co .za
The Cool Team
Cool Ideas Service Provider's reply24 Jun 2021, 10:02
Official
Good day Gerhardus
We are sorry to hear of this frustration
We have confirmation from our support team that your line is indeed set to the correct speed and they have asked you to test and confirm, please do reply to the support ticket and should you not be hapy with the service kindly email complaints @ cool ideas .co .za
The Cool Team
We are sorry to hear of this frustration
We have confirmation from our support team that your line is indeed set to the correct speed and they have asked you to test and confirm, please do reply to the support ticket and should you not be hapy with the service kindly email complaints @ cool ideas .co .za
The Cool Team
GF
Gerhardus F's updateReviewer Update
24 Jun 2021, 19:51I'm sorry to say but it is still not correct. At least this time around I see a positive change, but it is still not correct. It now went from 30/30 to a 100/25 Mbps. The upload is supposed to be a 100 Mbps and not 25 Mbps.
This is exactly my issue with your support service at the moment. You keep on saying, "it is fixed, please test again" but it seems you don't even know what you are supposed to be fixing.
Meanwhile, I am spending more time doing tests for you, than you are making sure my line is configured properly the first time around by Octotel.
This is exactly my issue with your support service at the moment. You keep on saying, "it is fixed, please test again" but it seems you don't even know what you are supposed to be fixing.
Meanwhile, I am spending more time doing tests for you, than you are making sure my line is configured properly the first time around by Octotel.
GF
Gerhardus F's update24 Jun 2021, 19:51
Reviewer Update
I'm sorry to say but it is still not correct. At least this time around I see a positive change, but it is still not correct. It now went from 30/30 to a 100/25 Mbps. The upload is supposed to be a 100 Mbps and not 25 Mbps.
This is exactly my issue with your support service at the moment. You keep on saying, "it is fixed, please test again" but it seems you don't even know what you are supposed to be fixing.
Meanwhile, I am spending more time doing tests for you, than you are making sure my line is configured properly the first time around by Octotel.
This is exactly my issue with your support service at the moment. You keep on saying, "it is fixed, please test again" but it seems you don't even know what you are supposed to be fixing.
Meanwhile, I am spending more time doing tests for you, than you are making sure my line is configured properly the first time around by Octotel.
Cool Ideas Service Provider's replyOfficial
25 Jun 2021, 09:38HI Gerhardus,
kindly engage with the team via your ticket, a team leader has been alerted to the sitation and is viewing your ticket
the cool team
kindly engage with the team via your ticket, a team leader has been alerted to the sitation and is viewing your ticket
the cool team
Cool Ideas Service Provider's reply25 Jun 2021, 09:38
Official
HI Gerhardus,
kindly engage with the team via your ticket, a team leader has been alerted to the sitation and is viewing your ticket
the cool team
kindly engage with the team via your ticket, a team leader has been alerted to the sitation and is viewing your ticket
the cool team
GF
Gerhardus F's updateReviewer Update
25 Jun 2021, 16:01I am engaging with the team via my ticket, but I also think it is in the public's interest to know when such an abysmal service is being delivered over such a prolonged period.
Once again, I have been asked to test the line today. Once again, the tests prove that whatever Cool Ideas think was done to rectify the issue did not make any difference.
I appreciate that someone is attending to the issue. Still, I don't appreciate being forced to keep on doing tests and not getting to a solution within a reasonable amount of time.
Once again, I have been asked to test the line today. Once again, the tests prove that whatever Cool Ideas think was done to rectify the issue did not make any difference.
I appreciate that someone is attending to the issue. Still, I don't appreciate being forced to keep on doing tests and not getting to a solution within a reasonable amount of time.
GF
Gerhardus F's update25 Jun 2021, 16:01
Reviewer Update
I am engaging with the team via my ticket, but I also think it is in the public's interest to know when such an abysmal service is being delivered over such a prolonged period.
Once again, I have been asked to test the line today. Once again, the tests prove that whatever Cool Ideas think was done to rectify the issue did not make any difference.
I appreciate that someone is attending to the issue. Still, I don't appreciate being forced to keep on doing tests and not getting to a solution within a reasonable amount of time.
Once again, I have been asked to test the line today. Once again, the tests prove that whatever Cool Ideas think was done to rectify the issue did not make any difference.
I appreciate that someone is attending to the issue. Still, I don't appreciate being forced to keep on doing tests and not getting to a solution within a reasonable amount of time.
GF
Gerhardus F's updateReviewer Update
29 Jun 2021, 12:10This issue has still not been resolved. It sounds like there is a lot of confusion at Cool Ideas. As I mentioned before to Cool Ideas in my original ticket, I have two lines with two different speed services. I am convinced either Cool Ideas or Octotel has these mixed up somehow. In all the confusion, Cool Ideas upgraded my line, which was working fine, yesterday to a 100 Mbps and invoiced me for that. After a phone call to Cool Ideas again, that mistake was at least rolled back. But my 100/100 Mbps line is still not correct. It is very frustrating that they cannot resolve this. I cannot spend more time on this. We are heading towards a whole month now since I first reported the issue.
GF
Gerhardus F's update29 Jun 2021, 12:10
Reviewer Update
This issue has still not been resolved. It sounds like there is a lot of confusion at Cool Ideas. As I mentioned before to Cool Ideas in my original ticket, I have two lines with two different speed services. I am convinced either Cool Ideas or Octotel has these mixed up somehow. In all the confusion, Cool Ideas upgraded my line, which was working fine, yesterday to a 100 Mbps and invoiced me for that. After a phone call to Cool Ideas again, that mistake was at least rolled back. But my 100/100 Mbps line is still not correct. It is very frustrating that they cannot resolve this. I cannot spend more time on this. We are heading towards a whole month now since I first reported the issue.
GF
Gerhardus F's updateReviewer Update
30 Jun 2021, 09:23The issue was finally resolved yesterday.
GF
Gerhardus F's update30 Jun 2021, 09:23
Reviewer Update
The issue was finally resolved yesterday.
Cool Ideas Service Provider's replyOfficial
30 Jun 2021, 09:31Good day Gerhardus
Thank you for your comments, we have confirmation that once Octotel reprovisioned the line on their side we were able to provide you with the right sepeeds this was something out of our control as previous interactions with them resulted in the FNO confirming all was in order when it in fact wasnt. we have raised this with our account manager
The Cool Team
Thank you for your comments, we have confirmation that once Octotel reprovisioned the line on their side we were able to provide you with the right sepeeds this was something out of our control as previous interactions with them resulted in the FNO confirming all was in order when it in fact wasnt. we have raised this with our account manager
The Cool Team
Cool Ideas Service Provider's reply30 Jun 2021, 09:31
Official
Good day Gerhardus
Thank you for your comments, we have confirmation that once Octotel reprovisioned the line on their side we were able to provide you with the right sepeeds this was something out of our control as previous interactions with them resulted in the FNO confirming all was in order when it in fact wasnt. we have raised this with our account manager
The Cool Team
Thank you for your comments, we have confirmation that once Octotel reprovisioned the line on their side we were able to provide you with the right sepeeds this was something out of our control as previous interactions with them resulted in the FNO confirming all was in order when it in fact wasnt. we have raised this with our account manager
The Cool Team