1 reviews | Active since Dec 2011
*********** service and staff
If you're looking for an ISP that will let you down during the peak of a pandemic, look no further than Cool Ideas. By all costs necessary, rather approach a reputable ISP such as Afrihost or Home Connect. I logged an issue with your support team on Saturday, 3 July 2021. Your support team then dispatched Vumatel (another *********** fibre network operator) technicians to investigate the fault logged and as a result, changed my ONT device. The Vumatel technicians informed me on the day that my internet line would be restored within 24 hours (just required provisioning) but here I am, 72 hours later without internet access, incurring additional data costs as result and using my leave days unnecessarily because I am reliant on my fibre connection to perform my daily work responsibilities. After numerous calls (additional airtime wasted), no effort is being shown by Cool Ideas to resolve the matter. The same copy and paste feedback is being provided each time I contact your support team. The most disappointing part is that I have to initiate contact with you to obtain feedback on the matter each and every time. Your *********** staff clearly do not care for your customer base. I don't know who you paid to be voted the top ISP in the country because clearly this is not this case.
In addition to the above, I am told by your support team that no ticket was logged on Saturday, 3 July 2021 (this is extremely concerning considering you sent Vumatel technicians to my home to inspect the matter on Saturday). Given a ticket was raised when it was reported, the 24 - 72 hour resolution window period would've passed by now and should've been resolved already.
We are sorry to hear of this frustration
We see that our team did their part by logging the issue with the fibre line provider in question and a team was dispatched, we are dissapointed to hear that there was no follow up from the FNO as to your provisioning this is something that we have asked our staff to address with the escalation points at Vumatel and our account manager. We will also ask our management team to look into the missing ticket as we dont believe this is the case and could be an employee mistake
Someoen will be in touch with an update via your support ticket, for any future issues feel free to email complaints @ cool ideas .co .za
The Cool Team
We are sorry to hear of this frustration
We see that our team did their part by logging the issue with the fibre line provider in question and a team was dispatched, we are dissapointed to hear that there was no follow up from the FNO as to your provisioning this is something that we have asked our staff to address with the escalation points at Vumatel and our account manager. We will also ask our management team to look into the missing ticket as we dont believe this is the case and could be an employee mistake
Someoen will be in touch with an update via your support ticket, for any future issues feel free to email complaints @ cool ideas .co .za
The Cool Team