FS
Fred S
1 reviews | Active since Jul 2019
30 Jan 2021, 15:23
Cool Ideas ******** Us
At the end of every month Cool Ideas are quick to take your money, but when it comes to living up to their end of the deal one must beg and plead for them to sort out and make sure your internet speeds are consistent. I pay R1199 for a 100 up/100 down package over fibre. When I'm lucky and the service is up, my speeds read at 90 up/90 down. Which is not the contract and terms of our agreement. I pay for 100/100 and should be getting 100/100. Everywhere else you walk into a retailer, you pay for a 2L Milk, you walk out with a 2L Milk. If you get anything less, the retailer is ******** you. Why are ******** us Cool Ideas???!!!!! And my contract is NOT with Vumatel Villages or Vumatel or who the hell ever. My contract is with you!!!!! YOU must sort out Vumatel, NOT me!!! If you are not able to do so and cannot live up to your end of the contract, say so!!! But don't take my money and return unacceptable levels of service!!!!
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Replies (3)
Cool Ideas Service Provider's replyOfficial
01 Feb 2021, 10:12Good day Fred
thank you for your post and apologies for the frustration experienced
we see that you are currently engaging with a support supervisor who is helping you with some tests these will help us greatly in dealing with Vumatel as you have pointed out.
we can guarantee the speeds we sell up to your router within your home how this is distributed thereafter is up to the customer and this is why we initially request cabled tests as we usually receive complaints and it turns out to be wireless relative. the tests our supervisor is requesting will help us gain more insight into where exactly the problem is and this will strengthen our case with the FNO (Fibre Network Operator)
we have been in partnership with Vumatel since their inception and have no intention of ******** you or any of our customer base. we value our customers and our team is always happy to provide assitance. please continue to engage with the support supervisor who is currently in touch with you and should you not have any progress during this week kindly email complaints @ coolideas . co . za quoting your support reference number
The Cool Team
thank you for your post and apologies for the frustration experienced
we see that you are currently engaging with a support supervisor who is helping you with some tests these will help us greatly in dealing with Vumatel as you have pointed out.
we can guarantee the speeds we sell up to your router within your home how this is distributed thereafter is up to the customer and this is why we initially request cabled tests as we usually receive complaints and it turns out to be wireless relative. the tests our supervisor is requesting will help us gain more insight into where exactly the problem is and this will strengthen our case with the FNO (Fibre Network Operator)
we have been in partnership with Vumatel since their inception and have no intention of ******** you or any of our customer base. we value our customers and our team is always happy to provide assitance. please continue to engage with the support supervisor who is currently in touch with you and should you not have any progress during this week kindly email complaints @ coolideas . co . za quoting your support reference number
The Cool Team
Cool Ideas Service Provider's reply01 Feb 2021, 10:12
Official
Good day Fred
thank you for your post and apologies for the frustration experienced
we see that you are currently engaging with a support supervisor who is helping you with some tests these will help us greatly in dealing with Vumatel as you have pointed out.
we can guarantee the speeds we sell up to your router within your home how this is distributed thereafter is up to the customer and this is why we initially request cabled tests as we usually receive complaints and it turns out to be wireless relative. the tests our supervisor is requesting will help us gain more insight into where exactly the problem is and this will strengthen our case with the FNO (Fibre Network Operator)
we have been in partnership with Vumatel since their inception and have no intention of ******** you or any of our customer base. we value our customers and our team is always happy to provide assitance. please continue to engage with the support supervisor who is currently in touch with you and should you not have any progress during this week kindly email complaints @ coolideas . co . za quoting your support reference number
The Cool Team
thank you for your post and apologies for the frustration experienced
we see that you are currently engaging with a support supervisor who is helping you with some tests these will help us greatly in dealing with Vumatel as you have pointed out.
we can guarantee the speeds we sell up to your router within your home how this is distributed thereafter is up to the customer and this is why we initially request cabled tests as we usually receive complaints and it turns out to be wireless relative. the tests our supervisor is requesting will help us gain more insight into where exactly the problem is and this will strengthen our case with the FNO (Fibre Network Operator)
we have been in partnership with Vumatel since their inception and have no intention of ******** you or any of our customer base. we value our customers and our team is always happy to provide assitance. please continue to engage with the support supervisor who is currently in touch with you and should you not have any progress during this week kindly email complaints @ coolideas . co . za quoting your support reference number
The Cool Team
FS
Fred S's updateReviewer Update
13 Feb 2021, 19:54Service down again!!! 4 hours and counting.... Tell me Cool Ideas, do you plan on reimbursing me for these hours that I've been without service? If not....again I maintain that you are ******** us!!!
FS
Fred S's update13 Feb 2021, 19:54
Reviewer Update
Service down again!!! 4 hours and counting.... Tell me Cool Ideas, do you plan on reimbursing me for these hours that I've been without service? If not....again I maintain that you are ******** us!!!
Cool Ideas Service Provider's replyOfficial
15 Feb 2021, 06:06Good day Fred
we have addressed this situation on your most recent post on this page.
further to this Vumatel are in charge of maintaining the physica infrastructure and they cannot guarantee an uptime of 100% due to a number of factors, they do however commit to resolving matters in a reasonable time. We as the ISP provide the data portion and should the fibre be down for any reason we address this with our account manager on a regular basis.
we have no interest in having our customers sit without connecitivty and each situation is treated with the greatest of importance.
The Vumatel team have committed to restoring the lines in your area and are currently working on replacing the faulty equipment
The Cool Team
we have addressed this situation on your most recent post on this page.
further to this Vumatel are in charge of maintaining the physica infrastructure and they cannot guarantee an uptime of 100% due to a number of factors, they do however commit to resolving matters in a reasonable time. We as the ISP provide the data portion and should the fibre be down for any reason we address this with our account manager on a regular basis.
we have no interest in having our customers sit without connecitivty and each situation is treated with the greatest of importance.
The Vumatel team have committed to restoring the lines in your area and are currently working on replacing the faulty equipment
The Cool Team
Cool Ideas Service Provider's reply15 Feb 2021, 06:06
Official
Good day Fred
we have addressed this situation on your most recent post on this page.
further to this Vumatel are in charge of maintaining the physica infrastructure and they cannot guarantee an uptime of 100% due to a number of factors, they do however commit to resolving matters in a reasonable time. We as the ISP provide the data portion and should the fibre be down for any reason we address this with our account manager on a regular basis.
we have no interest in having our customers sit without connecitivty and each situation is treated with the greatest of importance.
The Vumatel team have committed to restoring the lines in your area and are currently working on replacing the faulty equipment
The Cool Team
we have addressed this situation on your most recent post on this page.
further to this Vumatel are in charge of maintaining the physica infrastructure and they cannot guarantee an uptime of 100% due to a number of factors, they do however commit to resolving matters in a reasonable time. We as the ISP provide the data portion and should the fibre be down for any reason we address this with our account manager on a regular basis.
we have no interest in having our customers sit without connecitivty and each situation is treated with the greatest of importance.
The Vumatel team have committed to restoring the lines in your area and are currently working on replacing the faulty equipment
The Cool Team