1 reviews | Active since Apr 2018
Installation nightmare with Cool Ideas anddd Vumatel
What a horrible company, I ordered Vuma Reach through Cool Ideas on Friday 31 May 2024 andd paid the same day. I got a call from Vuma notifying me that Installation will take place Monday 3 June at 8:00 AM, Sunday I got a confirmation email about the installation so I took a day off to be available for the installation and guess what?? They never show up, I call Cool Ideas customer service at 11AM they tell me to give the technicians at least an hour, I call Cool Ideas again at 2PM the consultant puts me on hold multiple times and then tells me she sent me an email where I'm supposed to respond with proof of residence and proof of payment to escalate the issue with Vumatel since they are in charge of the installation but I never got the email. I try finding Vumatel on Twitter and to my shock there are multiple people from different ISP's also experiencing Installation issues some even since April. I contact Vumatel on Twitter to find out why technicians never showed up for installation, Vumatel takes forever to respond then I get a nonchallent "Hi, Morgan G-sta SA we have since picked up that your installation has been completed, please advise if that is correct." How the hell was Installation completed when I didn't sign it off?? That's the only response I ever got from Vumatel and never got a response again, Called their phone line and waited 10 minutes to speak to a consultant only for them to hang up as I'm explaining my issue
I get sent an email by Vuma saying Activation complete but I don't even have a fiber installation becase technicians never showed up, How can Activation be complete without an installation. This is clearly aa *****ulant business that profits from de*****ing unsuspecting costumers
I'm no longer interested in getting fiber internet especially becase Vumatel is the only provider in my area, I've never experienced such disrespectful service. I was gonna cancel Rain for fiber but now I want a refund and use it to continue my service with Rain.
Thank you for reaching out to us, and we apologize for any inconvenience you've experienced during your installation process.
We've escalated your case to our Connect Team Leaders who are currently in close collaboration with Vumatel's Service Delivery Manager to expedite your installation as soon as possible. Rest assured, we're actively monitoring the progress of your request and will keep you updated every step of the way.
We understand the importance of getting you connected without further delay, and our team is working diligently to resolve this issue promptly.
We sincerely appreciate your patience and understanding throughout this process. Please bear with us a little longer, and we'll ensure that your connection is up and running smoothly as soon as possible.
Warm Regards,
Cool Ideas Team
Thank you for reaching out to us, and we apologize for any inconvenience you've experienced during your installation process.
We've escalated your case to our Connect Team Leaders who are currently in close collaboration with Vumatel's Service Delivery Manager to expedite your installation as soon as possible. Rest assured, we're actively monitoring the progress of your request and will keep you updated every step of the way.
We understand the importance of getting you connected without further delay, and our team is working diligently to resolve this issue promptly.
We sincerely appreciate your patience and understanding throughout this process. Please bear with us a little longer, and we'll ensure that your connection is up and running smoothly as soon as possible.
Warm Regards,
Cool Ideas Team
Cool Ideas has honestly tried their best to have the matter resolved, I just wish Vuma didn't have the monopoly on fiber in my area because Vuma is absolutely horrible and only gives nonchalent responses that are detached to the complaint. This is evident from users on different ISP's having similr complaints about Vuma.
Technicians arrived today at 4PM after Cool Ideas escalated the matter but my fiber line is still not installed because the technicians say part of my pavement needs to be removed for them to complete the installation. I had part of the pavement removed as requested by the technicians and they said I should contact them tomorrow morning to complete the installation
I will provide an update after installation has been completed
Cool Ideas has honestly tried their best to have the matter resolved, I just wish Vuma didn't have the monopoly on fiber in my area because Vuma is absolutely horrible and only gives nonchalent responses that are detached to the complaint. This is evident from users on different ISP's having similr complaints about Vuma.
Technicians arrived today at 4PM after Cool Ideas escalated the matter but my fiber line is still not installed because the technicians say part of my pavement needs to be removed for them to complete the installation. I had part of the pavement removed as requested by the technicians and they said I should contact them tomorrow morning to complete the installation
I will provide an update after installation has been completed
We appreciate the update, thank you. Please call our team again if you have trouble reaching the technicians tomorrow so they can follow up with Vumatel's Service Delivery Manager on your behalf.
Warm Regards,
Cool Ideas
We appreciate the update, thank you. Please call our team again if you have trouble reaching the technicians tomorrow so they can follow up with Vumatel's Service Delivery Manager on your behalf.
Warm Regards,
Cool Ideas