MW
Megan W
1 reviews | Active since Oct 2021
04 Oct 2021, 10:17
No accountability
Signed up with Cool ideas end of August. My line has been down on four occasions. Each time it takes more than two days to reactivate. This time it’s four days, no one is taking accountability for the ticket. No point in having team leaders they can’t do anything to assist.
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Cool Ideas Service Provider's replyOfficial
06 Oct 2021, 08:52Good day Megan W,
Thank you for your feedback. We are sorry to learn that your experience with us has been negative since you've signed up.
When our Support team cannot resolve an incident such as a line down immediately, that means that they have to log the incident with your fibre provider. Most fibre providers' turnaround times are 24 - 48/72 hours. That is the reason for the long resolution times. In this case, the fibre line provider has confirmed that your service interruptions were due to errors in their systems (post-investigation). They have since taken steps to ensure that you do not experience these issues again.
Your concerns about our team leaders have been escalated internally for investigation. Rest assured that the necessary steps will be taken in this regard.
Thank you for your patience and for choosing Cool Ideas as your ISP.
Thank you for your feedback. We are sorry to learn that your experience with us has been negative since you've signed up.
When our Support team cannot resolve an incident such as a line down immediately, that means that they have to log the incident with your fibre provider. Most fibre providers' turnaround times are 24 - 48/72 hours. That is the reason for the long resolution times. In this case, the fibre line provider has confirmed that your service interruptions were due to errors in their systems (post-investigation). They have since taken steps to ensure that you do not experience these issues again.
Your concerns about our team leaders have been escalated internally for investigation. Rest assured that the necessary steps will be taken in this regard.
Thank you for your patience and for choosing Cool Ideas as your ISP.
Cool Ideas Service Provider's reply06 Oct 2021, 08:52
Official
Good day Megan W,
Thank you for your feedback. We are sorry to learn that your experience with us has been negative since you've signed up.
When our Support team cannot resolve an incident such as a line down immediately, that means that they have to log the incident with your fibre provider. Most fibre providers' turnaround times are 24 - 48/72 hours. That is the reason for the long resolution times. In this case, the fibre line provider has confirmed that your service interruptions were due to errors in their systems (post-investigation). They have since taken steps to ensure that you do not experience these issues again.
Your concerns about our team leaders have been escalated internally for investigation. Rest assured that the necessary steps will be taken in this regard.
Thank you for your patience and for choosing Cool Ideas as your ISP.
Thank you for your feedback. We are sorry to learn that your experience with us has been negative since you've signed up.
When our Support team cannot resolve an incident such as a line down immediately, that means that they have to log the incident with your fibre provider. Most fibre providers' turnaround times are 24 - 48/72 hours. That is the reason for the long resolution times. In this case, the fibre line provider has confirmed that your service interruptions were due to errors in their systems (post-investigation). They have since taken steps to ensure that you do not experience these issues again.
Your concerns about our team leaders have been escalated internally for investigation. Rest assured that the necessary steps will be taken in this regard.
Thank you for your patience and for choosing Cool Ideas as your ISP.