1 reviews | Active since Nov 2020
Cool Ideas - WORST ISP EVER
Shockingly Dismal service! I have been a loyal client for over 2 years with Cool Ideas. I have recently relocated within a 5km radius, and I was told that I am required to cancel my account with them and apply for a new account as it's a new residence. I didn't fully agree with this procedure as I did not request a cancellation, simply a migration.
I was then further requested to pay a R999 installation fee to activate the 'new' account and was assured telephonically (calls are recorded) that this fee includes a technician to assist with installation. I then received an email from Cool Ideas stating that the Line provider, Waterfall Access Networking (WAN), has given the go-ahead for Cool Ideas (the ISP) to activate the internet as everything on their (WAN) side is operational. After numerous attempts in configuring the Fibre Router, I kept getting an error 651, which, I was told, is indicative of the line not being configured. I constantly tried getting Cool Ideas to sort this out as I have paid the installation fee, only to be told that Cool Ideas do not distribute technicians (after being told the R999 includes a technician's assistance) and that WAN were to distribute their technician.
Once again, after multiple phone calls and logging multiple tickets, I was told that neither parties will be distributing a technician as they didn't identify any faults from either sides.
After numerous agents have escalated the issue countless times, I am still without Internet, even after addressing management directly and being assured they would've resolved the issue same-day on 2022/04/19, I am still awaiting feedback.
This has really caused so much hassle, ecpecially considering I am working from home and have spent so much money on mobile data because Cool Ideas are too *********** to conduct a basic troubleshoot.
Thank you for your feedback, and apologies for any inconvenience caused.
When relocating, one is required to cancel their existing line so we may cancel it with the fibre provider. That allows us to terminate all billing for the service that will no longer be required; and the fibre provider can release the line for any new applicants for the address. Fibre providers require a calendar month's notice for cancellations.
Once a cancellation is requested, a new application (for the new property) is required; so we may request that the fibre provider installs or activates the existing fibre box using the customer's information. Your new order was created as an activation request due to the existing fibre box on the property. An installation was unnecessary in this instance.
The R999 amount was for an activation (set-up), not installation.
The "651" error indicates a configuration error on the fibre provider (WAN) system. Our escalations team has contacted the WAN management team for a timely resolution. They will keep you updated on the progress of your ticket.
We cannot wait to get you connected on your new property. Your patience and understanding are much appreciated.
Thank you for choosing Cool Ideas as your ISP.
Kind Regards,
Cool Ideas
*** | ***
Thank you for your feedback, and apologies for any inconvenience caused.
When relocating, one is required to cancel their existing line so we may cancel it with the fibre provider. That allows us to terminate all billing for the service that will no longer be required; and the fibre provider can release the line for any new applicants for the address. Fibre providers require a calendar month's notice for cancellations.
Once a cancellation is requested, a new application (for the new property) is required; so we may request that the fibre provider installs or activates the existing fibre box using the customer's information. Your new order was created as an activation request due to the existing fibre box on the property. An installation was unnecessary in this instance.
The R999 amount was for an activation (set-up), not installation.
The "651" error indicates a configuration error on the fibre provider (WAN) system. Our escalations team has contacted the WAN management team for a timely resolution. They will keep you updated on the progress of your ticket.
We cannot wait to get you connected on your new property. Your patience and understanding are much appreciated.
Thank you for choosing Cool Ideas as your ISP.
Kind Regards,
Cool Ideas
*** | ***