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Linda A

1 reviews | Active since Feb 2013

26 Feb 2024, 09:38

Cool Ideas Service Provider and FROGFOOT

While I acknowledge that the problem doesn't lie with CoolIdeas, I believe that as a paying customer, I am entitled to receive the service I subscribe to. CoolIdeas, as the service provider, holds the responsibility to ensure the delivery of the service for which I pay a substantial amount each month.

Unfortunately, Frogfoot has consistently fallen short in providing the fundamental infrastructure stability. The disruptions have become more frequent, with instances lasting for more than a day. This not only hampers the quality of service but also directly impacts my work and, subsequently, my income. It is imperative that this issue is addressed promptly to ensure a reliable and stable internet connection.

I therefore request Coolideas not to just state, not our problem, it is with Frogfoot and hell knows - you cannot get a hold of anyone at frogfoot, and if you do, they state you must work via a service provider.

BOTH COMPANIES - SORT YOUR **** OUT - I HAVE HAD ENOUGH.

0
Replies (9)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply27 Feb 2024, 11:28
Official
Dear Linda,
We appreciate your feedback and apologize for any inconvenience you may have encountered.

In order to investigate and assist you further, we kindly request one of your recent #COOL ticket references. This will enable our Support Manager to locate your specific case and address any issues you've encountered.

Please feel free to share the reference with us, and we'll ensure that your concerns are thoroughly addressed.

Kind Regards,
Cool Ideas Support Team
Email: ***
Phone: *** 
LA
Linda A's update27 Feb 2024, 14:20
Reviewer Update
Good day,

Thank you for replying, I have eventually stopped logging tickets as the answer is the same, it is with the Frogfoot.

This is not solving the problem, I pay for a service, not to sit and log tickets non-stop.

Get the service I pay to stability or pay me my money back for when I am offline - like just now again
Cool Ideas Service Provider
Cool Ideas Service Provider's reply28 Feb 2024, 08:55
Official
Dear Linda,
Thank you for your prompt response. It’s crucial for us to have corresponding tickets logged for each incident, particularly when refund/credit requests are involved, especially for coordination with Frogfoot.

Rest assured, our Support Manager will reach out to you if they have not done so already. Please don't hesitate to inform us if you require any additional assistance.
Kind Regards,
Cool Ideas Support Team
Email: ***
Phone: *** 
LA
Linda A's update12 Mar 2024, 20:16
Reviewer Update
Cool Ideas, look at your tickets, I logg a TICKET every time there is an issue, just to get a respinse the problem is with Frogfoot, I am not paying Frogfoot, you are deducting money every money from my account for a service you must deliver .. SORT YOUR **** OUT AND DELIVER THE SERVICE I AM PAYING FOR.
Cool Ideas Service Provider
Cool Ideas Service Provider's reply13 Mar 2024, 12:01
Official
Dear Linda,

Thank you for reaching out to us regarding the recent fibre outage. 

We understand the frustration caused by unplanned fibre outages. It's important to note that these outages are often beyond our control and can be caused by various factors, such as weather damage or infrastructure vandalism. 

To keep our customers informed, we regularly post outage announcements on our website - https://coolideas.co.za/announcements. You can easily access these updates by selecting the "Outages" option and searching for your area and fibre provider. 

We are pleased to inform you that Frogfoot confirmed the resolution of the recent outage at 07:11 this morning (13/03/2024). If you continue to experience connectivity issues after restarting your fibre devices, please reply to our Support team on your ticket for further assistance. 

We sincerely apologize for any inconvenience caused by this unexpected downtime. Our team is committed to providing you with the best possible service, and we appreciate your understanding in such situations. 

Should you require any further assistance or have additional concerns, please feel free to contact us. We are here to help and ensure that your fibre connection meets your expectations. 

Kind Regards,
Cool Ideas Support Team
LA
Linda A's update19 May 2024, 17:11
Reviewer Update
Since the 12 March, 7 tickets has been logged. Continues outages for hrs and the same reply but no improvements and you keep billing for non service delivery.
LA
Linda A's update22 May 2024, 14:44
Reviewer Update
Previous ticket, downtime of 6 hrs and we are down again
LA
Linda A's update30 May 2024, 16:49
Reviewer Update
And down again since 12:00 today and it is 16:50 now
Cool Ideas Service Provider
Cool Ideas Service Provider's reply31 May 2024, 09:47
Official
Dear Linda,

Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience caused by the recurring Frogfoot outages in your area. We understand how frustrating it can be to experience interruptions in service.

The current outage has been attributed to a fibre break, and we want to assure you that Frogfoot technicians are diligently working on repairs to restore connectivity as swiftly as possible.

Rest assured, our team is closely monitoring the situation, and if they haven't already, they will reach out to provide updates on the progress of the repairs. Your patience and understanding during this time are greatly appreciated.

Should you have any further questions or concerns, please don't hesitate to contact us. We are committed to ensuring that you receive the reliable service you deserve.

Warm Regards,
Cool Ideas