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Nicholas P

1 reviews | Active since Aug 2019

21 Dec 2021, 17:11

Losing Internet Connection

I have not had working internet since 19 November.

First, coolidea said the issue was with Vumatel and logged a ticket - updated and said resolved but I still never had internet.

The coolidea consultant said my router was the issue. We did a software upgrade and still nothing.

The consultant said my router may be damaged and sent me a replacement router after 5 days.

The new router is still not working and no internet.

Coolidea now say the problem is with Vumatel again. I asked for an update and no one is responding.

What will it take to have internet!? It’s been one month now!!!

0
Replies (9)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply23 Dec 2021, 07:27
Official
Good day Nicholas P,

Thank you for your feedback. We regret that the troubleshooting of your line has taken so long. Please accept our most sincere apologies for the delays and inconvenience caused.

Please note that our internal escalations team has taken over your ticket and is communicating directly with Vumatel superiors to have you reconnected ASAP. 

Rest assured that we are doing everything we can to resolve this. Please bear with us.

If you have any other questions, feel free to send us an email or give us a call. Thank your support and for choosing Cool Ideas as your ISP.
 
Kind Regards,
Cool Ideas
*** | ***
NP
Nicholas P's update25 Dec 2021, 21:09
Reviewer Update
Hi

Thank you for your response.

Just want to let you know that no one from Vumatel has contacted me. I have no internet for more than a month.

I appreciate the daily update whether I have been contacted or not but actions speak louder than words.

If Vumatel can’t assist please find another provider who can help!
NP
Nicholas P's update05 Jan 2022, 11:34
Reviewer Update
Hi

It’s no January and my internet is still not working. It worked only on 3 January perfectly. I am left without internet. I don’t recommend coolidea as they only have empty promises!
Cool Ideas Service Provider
Cool Ideas Service Provider's reply06 Jan 2022, 11:01
Official
Good Day Nicholas P,
 
Compliments for the new year and thank you for your feedback.

As you've discussed with our Escalations Team yesterday, we are sending a third party IT company to your property for further troubleshooting. We will notify you as soon as an appointment is confirmed.
 
Please contact us should you have any questions. Thank you for choosing Cool Ideas as your ISP. 
 
Kind Regards,
Cool Ideas
*** | ***
NP
Nicholas P's update06 Jan 2022, 18:48
Reviewer Update
Hi

The third party came and the internet is still not working.
Cool Ideas Service Provider
Cool Ideas Service Provider's reply07 Jan 2022, 10:57
Official
Good day Nicholas P,
 
Thanks for your feedback.

Our Escalations team is currently communicating with the third party IT company regarding a way forward and how we can urgently resolve the issue.

We will contact you as soon as another appointment is confirmed. Please bear with us.
 
Kind Regards,
Cool Ideas
*** | ***
NP
Nicholas P's update12 Jan 2022, 13:43
Reviewer Update
Hi

Just to update, I spoke to Mdu the escalation specialist and had a horrible experience. It’s excuses after excuses.

I suggest if you looking for an ISP - Run away fast from Coolideas. Hoping their management can get involved and assist.
NP
Nicholas P's update14 Jan 2022, 11:38
Reviewer Update
I just want to commend Mdu for taking initiative and charge of the situation after my ordeal. This is the type of service all of the consultants should have.
I just hope this will sort the issue once and for all.
NP
Nicholas P's update31 Jan 2022, 21:12
Reviewer Update
We are now on the third month and CoolIdeas has still not held up their side.

They have delivered the wrong router and not fixed my problem. They stopped replying as well.

#NotCool