MM
Monty M
1 reviews | Active since Apr 2014
20 Apr 2026, 18:06
Cool ideas refusing to
I logged a support ticket with Cool Ideas on 10 April 2026 (ticket reference: COOL-***). My internet was down for 20% of the month and they are refusing to compensate me for the down time and are blaming it on the FNO. I have a contract with Cool ideas and not FNO. How they work with the FNO should not be made my problem. I have logged a complaint with their customer care but they are still refusing. They are claiming they are providing a service at "best effort". Will be canceling my service as soon as my dispute is resolved.
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Replies (2)
Cool Ideas Service Provider's replyOfficial
22 Apr 2026, 10:29Good day Monty,
Thank you for taking the time to share your feedback.
We sincerely apologise for the frustration and inconvenience caused by the outage. We understand how disruptive it is to be without connectivity, especially for an extended period.
As your ISP, we do take responsibility for managing your service and engaging the relevant Fibre Network Operator (FNO) on your behalf. In this instance, the downtime was caused by an area outage within the FNO network due to the accidental fibre cable damage whilst Johannesburg Water were working on maintenance in the area, which is outside of our direct control.
We do value your support and are sorry that this unfortunate experience has led you to consider cancelling. If there’s anything further we can assist with, please feel free to reach out.
Kind Regards,
The Cool Ideas Team
Thank you for taking the time to share your feedback.
We sincerely apologise for the frustration and inconvenience caused by the outage. We understand how disruptive it is to be without connectivity, especially for an extended period.
As your ISP, we do take responsibility for managing your service and engaging the relevant Fibre Network Operator (FNO) on your behalf. In this instance, the downtime was caused by an area outage within the FNO network due to the accidental fibre cable damage whilst Johannesburg Water were working on maintenance in the area, which is outside of our direct control.
We do value your support and are sorry that this unfortunate experience has led you to consider cancelling. If there’s anything further we can assist with, please feel free to reach out.
Kind Regards,
The Cool Ideas Team
Cool Ideas Service Provider's reply22 Apr 2026, 10:29
Official
Good day Monty,
Thank you for taking the time to share your feedback.
We sincerely apologise for the frustration and inconvenience caused by the outage. We understand how disruptive it is to be without connectivity, especially for an extended period.
As your ISP, we do take responsibility for managing your service and engaging the relevant Fibre Network Operator (FNO) on your behalf. In this instance, the downtime was caused by an area outage within the FNO network due to the accidental fibre cable damage whilst Johannesburg Water were working on maintenance in the area, which is outside of our direct control.
We do value your support and are sorry that this unfortunate experience has led you to consider cancelling. If there’s anything further we can assist with, please feel free to reach out.
Kind Regards,
The Cool Ideas Team
Thank you for taking the time to share your feedback.
We sincerely apologise for the frustration and inconvenience caused by the outage. We understand how disruptive it is to be without connectivity, especially for an extended period.
As your ISP, we do take responsibility for managing your service and engaging the relevant Fibre Network Operator (FNO) on your behalf. In this instance, the downtime was caused by an area outage within the FNO network due to the accidental fibre cable damage whilst Johannesburg Water were working on maintenance in the area, which is outside of our direct control.
We do value your support and are sorry that this unfortunate experience has led you to consider cancelling. If there’s anything further we can assist with, please feel free to reach out.
Kind Regards,
The Cool Ideas Team
MM
Monty M's updateReviewer Update
22 Apr 2026, 10:55Hi Cool ideas, I have reached out to you and I have not been assisted and my issue has not been resolved in a satisfactory manner
MM
Monty M's update22 Apr 2026, 10:55
Reviewer Update
Hi Cool ideas, I have reached out to you and I have not been assisted and my issue has not been resolved in a satisfactory manner