Coolideas of no idea worst company ever

Profound@2020

Where do I start this company is the worst company ever when it comes to isp. they should close down completely

It all began when I could not get to signup with mweb as there payment system was down

and webafrica sends you to and endless whatsup chat that gets you knowhere.

enter coolideas(or no idea they should change it to)

signed up was smooth no difficulity spoke with this helpful agent

1st question I ask

05/09/2020 7:57 PM Jacques zimri Client Hi There

Support I am going to need installation for my fibre as the modem I have is adsl for telkom

I also get the following messages when I try to load my voucher which says its not active.

-------------- IP Address: 41.144.70.164

07/09/2020 8:24 AM Riaan Coetzee Staff Good morning Jacques,

I have tried to contact you on *** at 08:19 this morning but unfortunately you were unavailable. I just want to confirm, have you placed an order with cool ideas for a fibre installation? After you have placed an order for fibre you will be able to create a profile and load vouchers onto your profile

If there is any other matter you would like for us to attend to, please feel free to give us a call or send us an e-mail to log a new ticket.

Your patience and understanding is much appreciated in this regard.

very helpful so I though this would be a quick process boy was I wrong.

So agent says to me to make payment load the voucher installation should occur.

I try to do that I get an issue on the line

coolideas response is the following

Good morning Jacques,

Thank you for your inquiry :)

Kindly send us your Mitchells Portal login details so that we can see what the error is being caused by?

Also kindly confirm if you signed up with any other ISPs before you signed up with us?

Kindest regards

so I advised coolideas I ask tried to signup with webafrica and mweb. they confirm I should make sure line is clear.

as per email below.

08/09/2020 3:39 PM Aimee Johnson Staff Hi Jacques,

Thank you so much for your feedback!

Please confirm with Mweb and Afrihost that they are not holding your line :)

I respond to tell the what happened to the previous providers.

Kindest regards, 09/09/2020 2:57 PM Jacques zimri Client HI Aimee I can confirm no payment was made to these providers,as they needed payment for installation and activation we never happen.How long is this activation still going to take?

at this point I am cooking its taken longer tha a 2 week to get service going.

On Tue, Sep 8, 2020 at 3:40 PM Aimee Johnson (Cool Ideas) <***> wrote: 09/09/2020 4:27 PM Aimee Johnson Staff Hi Jacques,

That's fine, the ISPs can still hold your address on their system.

Kindly confirm with them that they have released the address.

Kindest regards, 10/09/2020 11:32 AM Perone Du Preez Staff Good day,

I hope you are well?

I tried to call, however there was no answer.

Please kindly contact both ISP's and ask them to kindly cancel your service on the Mitchell's fibre portal, as the error you are receiving is due to your previous ISP not cancelling the order.

Kind regards 10/09/2020 7:22 PM Jacques zimri Client Hi Aimee here is confirmation that my services are cancelled from webafrica and mweb

I confirm with them the 2 emails mweb and webafrica send to confirm it has been cancelled. via screenots of what these providers sent.

WhatsApp Image 2020-09-02 at 14.43.46.jpeg (146.3 KB) 10/09/2020 7:22 PM Jacques zimri Client

Here is the confirmation cancellation from mweb

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On Thu, Sep 10, 2020 at 7:23 PM Cool Ideas <***> wrote: Attachments (1) cancellation mweb.jpeg (35.5 KB) 11/09/2020 3:24 PM Kerry Brown Staff Good day Jacques

and webafrica

Thank you for the submission.

We will send this off to Mitchells to assist with clearing your address.

Once we receive feedback, we can advise you further.

Okay now once again asking about my connection

Regards, 14/09/2020 3:04 PM Jacques zimri Client Hi has there been any update about my connection

-------------- IP Address: 41.144.72.152 15/09/2020 10:12 AM Nasreen Landsman Staff Good day Jacques

Thank you for your mail,

Please note Mitchells Fibre has confirmed the address has been cleared.

Kindly log in and load your Cool Ideas voucher in to your Mitchells Fibre profile for activation. Please let us know if you are successful in doing so

Kind regards, 15/09/2020 11:04 AM Jacques zimri Client

they confirm the line is clear and now I try to load the voucher

Hi there

I get the following error when I try to load my voucher

An error occurred while processing your request. This voucher with code ***, has already been used.

how can this be when my service has not been active.

-------------- IP Address: 102.250.5.170 15/09/2020 3:14 PM Queen Boka Staff Good day

Thank you for your mail.

Kindly note that your voucher has been loaded successfully please see the below. Payment Type Vendor Voucher Status Amount Created On Begin Date End Date Voucher *** Success 399.00 2020-09-15 10:59:01 AM

there response

Mitchells will be intouch with regards to instillation there is then an ETA of 2-3 weeks with Mitchells Fibre to schedul e your installation, depending on the availability of Mitchells technicians.

Once installation and configuration has been completed your voucher will be activated.

Kind Regards once again I ask about activation

21/09/2020 9:50 PM Jacques zimri Client Hi Support

any idea how long still I am awaiting my installation I have not had any feedback yet

thanks

-------------- IP Address: 197.229.0.148 22/09/2020 9:48 AM Roslyn Trican Staff Good Day

Thank you for your call.

As discussed i have logged ticket with Vumatel for your line activation

Kindly see the ticket Ref: ISP-215565

kindly advise if you have not been contacted within 24-48 working hours 24/09/2020 7:27 PM Jacques zimri Client Hi once again no feedback from these guy please follow up

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they com back with the following.

25/09/2020 7:59 AM Kerry Brown Staff Good day Jacques

Thank you for your mail.

Please see the following update we have received: ISP Acceptance Status REJECTED

We will be following up on this and asking for the way forward to get you connected.

Regards 27/09/2020 3:03 AM Jacques zimri Client Hi this is becoming a joke now how long am I still going to be waiting for activation of my service.

-------------- IP Address: 41.144.83.183 28/09/2020 8:33 AM Nikita Bezuidenhout Staff Good Day Jacques

Thank you for the email.

We do apologise for the frustration regarding the process, however we are reliant on Mitchell's fibre to assist to move the order forward on their side as we cannot do this from our side.

We have followed up with them again this morning as we have not yet had feedback from them on the matter.

As soon as we have received feedback from them we will advise you accordingly.

Have a nice day further.

this is where I am getting reaaly angry now I have now spent like almost 3000.00 on data because of this company incompetence.

I respond with this

I am beginning to get really frustrated now with you company I am going for 3 weeks now still no activation. I need my internet. I do not want we are looking into response

*** when is these guys going to get in installed it cannot take 3 weeks man

I have to get data waiting for installation which obviously will not be compensated for

so I want my service active,they have now escalated it again 2-3 times now.

IP Address: 102.250.6.101 30/09/2020 2:55 PM Nikita Bezuidenhout Staff Good Day Jacques

Thank you for the email.

Kindly note that Mitchell's Fibre have escalated this matter internally for the order to be moved forward for installation to be expedited.

As soon as we have received feedback we will advise you accordingly.

Have a nice day further.

Kind Regards, 20/10/2020 11:17 AM Refilwe Ramela Staff Good day Jacques,

Thank you for taking my call.

As discussed, i have sent a request to Mitchells to attend to your order urgently.

Should you not get any feedback in 48hrs please let us know.

They now get back to me advised mitchells fibre cancelled my order.

Kind regards, 27/10/2020 4:26 PM Refilwe Ramela Staff Good day Jacques,

Kindly note that i have tried to contact you with no success.

Please be advised that Mitchells have cancelled your order in error ut we have requested they rectify this urgently.

Once this is resolved you will be contacted to schedule the installation.

Apologies on the inconvinience caused. We will keep you updated on any feedback recieved.

Kind regards, 27/10/2020 4:31 PM Jacques zimri Client So this will another 6 weeks by this time a request a manager that one does not even respond

On Tue, 27 Oct 2020, 16:27 Refilwe Ramela (Cool Ideas), <***> wrote: 27/10/2020 5:14 PM Kerry Brown Staff Hi Jacques

We have reached out to the service delivery manager to assist with this.

Please know that we will provide you with an update once received.

We apologise for any inconveniences caused.

Regards 28/10/2020 9:39 AM Queen Boka Staff Good day Jacques

I trust this mail finds you well.

Please load your voucher to this premise- its cleared.

Screenshot 2020-10-28 at 08.32.07.png

Should you require any further assistance, please do not hesitate to contact us.

Kind Regards

28/10/2020 10:16 AM Jacques zimri Client thanks voucher has already been loaded

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On Wed, Oct 28, 2020 at 9:40 AM Queen Boka (Cool Ideas) <***> wrote: 28/10/2020 10:55 AM Martha Cheka Staff Good day Jacques,

Thank you for your mail.

Please let us know if you having any issues.

Kind regards 28/10/2020 11:06 AM Jacques zimri Client Many thanks.

On Mon, Oct 12, 2020 at 2:16 PM Samantha McGinn (Cool Ideas) <***> wrote: 13/10/2020 11:33 AM Selina Mathibela Staff Good Morning Jacques,

Thank you for your mail.

You are welcome.

Kind Regards 14/10/2020 9:03 AM Beatrice Brancken Staff Good day Jacques

Thank you for your call.

As discussed over the phone, we have sent the information that was given to you by Mitchells fibre through to them to have a look into it so that they can assist urgently regarding installation or advise accordingly.

As soon as they provide us with feedback we will be able to update you accordingly.

Kind Regards 14/10/2020 11:15 AM Queen Boka Staff Good day Jacques

I trust this mail finds you well.

Kindly note Mitchells is still following up with they development team.

As soon as they provide us with feedback we will be able to update you accordingly.

Once again it was escalated

Kind Regards 19/10/2020 3:22 PM Nikita Fontbin Staff Good day Jacques zimri

Please be advised I have attempted to call on the number provided to our consultant Aimee ***

Unfortunately there was no answer, please be advised your case is currently with our highest point of management, we have escalated the case internally and our GM is currently assisting on escalating your case.

We have requested for Mitchells fibre to assist with booking your line installation as soon as possible, they have advised the case is with their dev division regarding the order reference that needs to be generated for the work order to be moved forward for line install.

We have informed them the delay has been immense and we have also requested for their management to make direct contact with you to explain what is causing the delay, as we have tried on multiple occasions to escalate and assist from our end, but with the development division, we have no direct communication and deal directly with our SDM.

Please note your case is currently with our service delivery manager, account manager at Vuma as well as our highest point of management for Cool ideas.

Your case is at the highest level of escalation there is, we are reliant on the fibre line provider to ensure the infrastructure is installed, and allocated to face our server to ensure our service is pulling through.

Please note everything from Cool ideas is ready for use, we just require the infrastructure to be installed from Mitchells end to ensure your connection.

We have asked them to tend to your case with the highest priority as you can not wait any longer.

Kind Regards

On Mon, Oct 19, 2020 at 3:23 PM Nikita Fontbin (Cool Ideas) <***> wrote: 20/10/2020 9:40 AM Martha Cheka Staff Good day Jacques,

Thank you for your mail.

We will provide update once we get feedback from Mitchells Fibre.

Thank you for your patience.

Kind Regards 21/10/2020 4:33 PM Martha Cheka Staff Good day Jacques,

Kindly see below mail from Mitchells Fibre, and request cancellation from the ISP you placed your order first with.

Hi Martha The client at this address has a inflight order at the moment and it will need to be cancelled before a the new order can be placed. Regards

Kind Regards

Here is where they tell me the line is with another provider I once again send the email to confirm cancellation with the previous 2 providers.

21/10/2020 6:46 PM Jacques zimri Client Hi Martha i would have to disagree

as per your Colleague

Perone Du Preez Staff - 10/09/2020 11:32 AM

Good day,

I hope you are well?

I tried to call, however there was no answer.

Please kindly contact both ISP's and ask them to kindly cancel your service on the Mitchell's fibre portal, as the error you are receiving is due to your previous ISP not cancelling the order.

Kind regards

below to screenshots of the providers that confirmed cancellation mweb was the first due to non payment as there payment system did not work.(cancellation mweb)

2nd one unnamed(webafrica) screenshot below.

Daniel Davids *** via freshdesk.com Sep 10, 2020, 3:20 PM

also got confirmation line was cleared now 5 weeks later you want to tell me it the line.

Nasreen Landsman Staff - 15/09/2020 10:12 AM

Good day Jacques

Thank you for your mail,

Please note Mitchells Fibre has confirmed the address has been cleared.

Kindly log in and load your Cool Ideas voucher in to your Mitchells Fibre profile for activation. Please let us know if you are successful in doing so

Hope this email finds you well.

Please note that we have sent both the cancellation screenshots again to the development team to assist further.

We deeply apologize for the frustrations caused.

We have requested that they treat this matter as urgent.

Once feedback is received we will advise further.

Thank you

Kind regards

Kindest regardsd, 27/10/2020 1:34 PM Sinethemba Shandu Staff Good day Jacques

Hope this email finds you well.

Please note that we have tried to contact you but did not manage to get hold of you.

Mitchell's have confirmed that your address has been cleared.

Please let us know if you will proceed with your order.

Thank you

Kind regards 31/10/2020 12:48 PM Kerry Brown Staff Good day Jacques

Hope this email finds you well.

Mitchell's have confirmed that your address has been cleared.

Please let us know if you will proceed with your order.

Thank you Kind regards 31/10/2020 2:51 PM Jacques zimri Client Please continue hopefully I get it before Christmas

On Sat, 31 Oct 2020, 12:49 Kerry Brown (Cool Ideas), <***> wrote: 31/10/2020 2:53 PM Aimee Johnson Staff Good day Jacques,

Thank you for your feedback

Please attempt to load your voucher now.

Kindest regards 31/10/2020 9:26 PM Jacques zimri Client How many times must I load my voucher

On Sat, 31 Oct 2020, 14:54 Aimee Johnson (Cool Ideas), <***> wrote: 02/11/2020 8:08 AM Aimee Johnson Staff Good morning Jacques,

I trust this mail finds you well.

You should only have to load this voucher now, as we have received feedback that the address has been cleared.

Alternatively, you can send in your Mitchell's portal log in details and we will be able to load it for you.

We look forward to hearing from you.

Kindest regards, 02/11/2020 2:31 PM Jacques zimri Client activated done

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On Mon, Nov 2, 2020 at 8:09 AM Aimee Johnson (Cool Ideas) <***> wrote: Attachments (1) active.png (25.4 KB) 03/11/2020 12:39 PM Kerry Brown Staff Hi Jacques

Thank you for your confirmation.

Regards

03/11/2020 12:54 PM Jacques zimri Client Hi Kerry so now when does my modem for ftth get installed.

-------------- IP Address: 41.246.28.51 03/11/2020 1:58 PM Selina Mathibela Staff Good Afternoon Jacques,

Thank you for your mail.

Vumatel will contact you to arrange installation date and time.

Kind Regards 09/11/2020 9:08 AM *****gwa Nkoana Staff Good Day,

We have not forgotten how cool you are for choosing Cool Ideas!

Please do let us know if you need anything further

Looking forward to getting you connected.

09/11/2020 9:36 AM Jacques zimri Client Still awaiting activation from vumatel

On Mon, 9 Nov 2020, 09:09 *****gwa Nkoana (Cool Ideas), <***> wrote: 09/11/2020 12:27 PM Ayla Haley Staff Good day,

I trust you are well. Please kindly provide us with your Mitchells log in credentials as the voucher didnt seem to load when advised it was loaded 2 November.

Regards, 09/11/2020 2:18 PM Sinethemba Shandu Staff Good day Jacques

Hope this email finds you well.

Please be advised that we have generated a new voucher for you.

Kindly login to your profile and load the new voucher: ***

Kind regards 11/11/2020 1:16 PM Jacques zimri Client

Hi I would to like to cancel my service please Virus-free. www.avast.com

On Tue, 3 Nov 2020, 13:59 Selina Mathibela (Cool Ideas), <***> wrote: 11/11/2020 1:27 PM Sinethemba Shandu Staff Good day Jacques

Hope this email finds you well.

We do apologize for the inconvenience caused on your side which impacted with you wanting to cancel.

Perhaps maybe you can send us your login details so we can load the voucher for you.

Kind regards 11/11/2020 1:46 PM Jacques zimri Client

this is the saga I have had to endure with coolideas for the past 10 weeks almost,managers cannot get through to you but i can call there office,manager do not respond its and endless back and forth.Feedback unless you call every week is no existent,I am still awaiting installation from Vumahell theses gusy never respond.

So yes do your self a favour unless you have 10 weeks to setup your service and even then waiting,you gonna get nowhere. Even logged a complaint on hellopeter no response so save your fund go to some else but not this company.

Even cancelling is an issue.