1 reviews | Active since Nov 2013
Good Network, Awful customer service
TLDR: Used to awesome, but customer service has taken a shocking plunge. Probably because of the pandemic but who knows. Good connectivity, but the application process really made me consider my options.
Wanted to move to new a address and transfer my current package. Sent an email to them, no reply. Open a ticket a week later, suddenly getting instant replies, but because of the delay my line will only be cancelled in Aug, so I'll be double paying, yay. -1 star
Provide the circuit number of the unit at new address. They tell me previous line hasn't been deactivated. I sent multiple screenshots, emails , SMS to show them that the previous owners had requested and processed the line to be released. Get told on the phone they can't apply for a new installation and have no answers as to how i'll get connected. A weekend pass's, Monday morning they call us and can magically apply for a new line now. Was processed on Tuesday with new circuit number ready. Like ***??!?!?! - 1 star
Finally we have internet. I can move, yay. Connect everything up and do a speed test, only shows 100mbps, should be 200mbps down. Contact them and get a call back. Lovely lady says it just the router, she 'll arrange to send us a new one, awesome stuff, makes sense. The next day im told on the ticket I must pay R200 courier fee, to replace the router cool ideas gave me the previous year, with a new router from guess who, COOL IDEAS. Why are u guys shipping routers to customers that don't support the packages you sell? Nowhere during your application does it say your router may not support 200mbps. I just ask if you have a router, which I do. Well I won't be paying your R200, and end of this contract I'm swapping to Axxess. Its no surprise you guys have lost your number 1 ISP spot. - 1 star
I used to rave about you to friends and family, its damn disappointing to see it come to this. And its purely because your support specialists have no knowledge, are reading off a script, and refused to get a senior involved after I asked multiple times.
Ticket: COOL-*** All screenshots are on the ticket, and you record all phone calls.
Cheers, thanks for the headache!
We are sorry to hear of your frustration
please note that alot of the restrictions on ordering lines and the configuration at different addresses is imposed on us by the fibre line provider, we are constantly working together with them to streamline this portion of the service however it does prove to be challenging considering the amount of ISPs that are on any given fibre line provider and their own process to release lines etc. Also the fibre line providers require us to cancel lines before a certain date to avoid the system double billing us and therefore we request a calendar months notice for cancellation of the previous line.
Our standard routers support up to 100mbps and anything faster than that will require a replacement router, the charge is purely to cover delivery and is something we have had to implement due to various operating reasons. We will ensure this requirement is displayed during our sign up / transfer process but when you do get to the end of the process the checkout card displays the amount that is due, listing what each charge is.
We value our customers and do apologize for any inconvenience experienced, a lot of frustration comes from misinformation and we strive to be open and transparent with the services we offer, we are always improving and managed to win the #1 isp award back for 2020 showing that we have a commitment to be better on a daily basis.
Should you still be experiencing issues kindly email complaints @ cool ideas .co. Za
The Cool Team
We are sorry to hear of your frustration
please note that alot of the restrictions on ordering lines and the configuration at different addresses is imposed on us by the fibre line provider, we are constantly working together with them to streamline this portion of the service however it does prove to be challenging considering the amount of ISPs that are on any given fibre line provider and their own process to release lines etc. Also the fibre line providers require us to cancel lines before a certain date to avoid the system double billing us and therefore we request a calendar months notice for cancellation of the previous line.
Our standard routers support up to 100mbps and anything faster than that will require a replacement router, the charge is purely to cover delivery and is something we have had to implement due to various operating reasons. We will ensure this requirement is displayed during our sign up / transfer process but when you do get to the end of the process the checkout card displays the amount that is due, listing what each charge is.
We value our customers and do apologize for any inconvenience experienced, a lot of frustration comes from misinformation and we strive to be open and transparent with the services we offer, we are always improving and managed to win the #1 isp award back for 2020 showing that we have a commitment to be better on a daily basis.
Should you still be experiencing issues kindly email complaints @ cool ideas .co. Za
The Cool Team