1 reviews | Active since Aug 2020
Fibre packages not performing as advertised
I never or at least rarely used to contact Cool Ideas in the past because the service just worked. Recently I started experiencing getting issues with line speed. I tested the 1000/200 line & found it never got close to the mark in practice, except of course when running the various pointless speed tests, traffic which all ISP’s optimize. I decided to downgrade my line from 1000/100 to 100/100 to test my theory & *** do I constantly have issues now. Not only did I have the honor of paying a "Downgrade Fee" for a service which was never upgraded to begin with, the service is now on par with Telkom ADSL, I cancelled years ago. It’s as if I cancelled my line & went to a completely different ISP. The service is erratic, unstable & speed is on par with a 20/20 line at best when testing with multiple users buffering is your destination & with multiple users, I mean 2 streaming 1080P & sometimes 4k if allowed on YouTube which my 10/10 Telkom line handled. I have called, mailed, complained & was sent a mail with a packet testing app which I had to run for an hour plus as if that would tell a different tale when the line was stable on 1000/100 & complete **** on 100/100 which is still supposed to be a very fast service. In short, the service I pay for does not perform as advertised, Prioritized Speed tests be damned & trying to convince me the reason for this lack of service delivery is on my side when my latency was at a steady 1-5ms before the downgrade but after is all over the show, frequently jumping to 350ms or more will not fly. You are welcome to come out & prove me wrong because at the moment it feels like I being coaxed into upgrading back to the more expensive 1000/200 again that did not perform as a 1000/200 line to begin with.
Thank you for your feedback, and apologies for any inconvenience caused.
We have escalated this matter to our Support Supervisor. Someone should be in contact soon
Kind Regards,
Cool Ideas
*** | ***
Thank you for your feedback, and apologies for any inconvenience caused.
We have escalated this matter to our Support Supervisor. Someone should be in contact soon
Kind Regards,
Cool Ideas
*** | ***
I have received an email in which the technical department contact claims to have tried to contact me & that my phone diverts to voice mail. This is not impossible but every other party I deal with & even those I do not want to deal with can get hold of me & do on a daily basis.
As stated in previous communication attempts to get this resolved: * My line speed is not what was advertised, not even close.
* Cool Ideas “Best Effort Service” currently is to give me 10% of what I pay for Basically, the service is on par with some of the lowest packages.
* I pay for 100/100, I get 12-down
* I have latency issues the moment enough devices stream to get to the 12-down mark
* I have tested this over multiple weeks & in multiple ways.
* I am in discussions with other contacts that are Cool Ideas clients that have the same problems & get the same results.
I have now cancelled this service.
I am not wasting more time, explaining the obvious to a multitude of people. People that could not be bothered to go beyond answering mails or phone calls with “We are attending to your query” or reading verbatim the cheat sheet to try & keep a client of nearly 4 years that recently started downgrading the service because there was little value in the high-end package (I had to pay extra for that privilege) to now cancelling It completely because there is no value in staying with service providers that do not provide what they advertise.
I have received an email in which the technical department contact claims to have tried to contact me & that my phone diverts to voice mail. This is not impossible but every other party I deal with & even those I do not want to deal with can get hold of me & do on a daily basis.
As stated in previous communication attempts to get this resolved: * My line speed is not what was advertised, not even close.
* Cool Ideas “Best Effort Service” currently is to give me 10% of what I pay for Basically, the service is on par with some of the lowest packages.
* I pay for 100/100, I get 12-down
* I have latency issues the moment enough devices stream to get to the 12-down mark
* I have tested this over multiple weeks & in multiple ways.
* I am in discussions with other contacts that are Cool Ideas clients that have the same problems & get the same results.
I have now cancelled this service.
I am not wasting more time, explaining the obvious to a multitude of people. People that could not be bothered to go beyond answering mails or phone calls with “We are attending to your query” or reading verbatim the cheat sheet to try & keep a client of nearly 4 years that recently started downgrading the service because there was little value in the high-end package (I had to pay extra for that privilege) to now cancelling It completely because there is no value in staying with service providers that do not provide what they advertise.