BM
Bridget M
1 reviews | Active since Jun 2020
14 Sept 2020, 09:24
No internet connection for over 35 hours.
I have not had internet connection for OVER 35 HOURS (since Saturday mid day). For a service that I pay for every single month. This is appalling and disgusting. I have to work today and cannot because of this. I have logged a ticket and the agent assigned to it did was not responsive. I have been calling since 8 this morning and it took me 45 minutes to get assistance. Wasted airtime and data trying to sort out the mess.
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Replies (3)
Cool Ideas Service Provider's replyOfficial
14 Sept 2020, 09:33Good day Bridget,
Balwin Fibre experinced an issue over the weekend that affected all ISP's they have since rectified the issue, we will have a supervisor reach out to further investigate the issue on your link and provide you with an update soonest.
The Cool Team
Balwin Fibre experinced an issue over the weekend that affected all ISP's they have since rectified the issue, we will have a supervisor reach out to further investigate the issue on your link and provide you with an update soonest.
The Cool Team
Cool Ideas Service Provider's reply14 Sept 2020, 09:33
Official
Good day Bridget,
Balwin Fibre experinced an issue over the weekend that affected all ISP's they have since rectified the issue, we will have a supervisor reach out to further investigate the issue on your link and provide you with an update soonest.
The Cool Team
Balwin Fibre experinced an issue over the weekend that affected all ISP's they have since rectified the issue, we will have a supervisor reach out to further investigate the issue on your link and provide you with an update soonest.
The Cool Team
BM
Bridget M's updateReviewer Update
14 Sept 2020, 09:54Balwin Fibre confirmed this morning that the problem was resolved during the day on Sunday. I updated my ticket on the day, letting the agent assigned to my case know that the problem has not been resolved on the ISP’s side. The Cool Ideas office opens at 8AM. I was on a call with one of the agents for over 11 minutes and ran out of airtime before the problem was resolved. The agent did NOT get back to me, which is annoying. I had to throw more money at the problem and called again, went through the entire process of explaining and wasting more airtime. This is not good, at all. Do better.
BM
Bridget M's update14 Sept 2020, 09:54
Reviewer Update
Balwin Fibre confirmed this morning that the problem was resolved during the day on Sunday. I updated my ticket on the day, letting the agent assigned to my case know that the problem has not been resolved on the ISP’s side. The Cool Ideas office opens at 8AM. I was on a call with one of the agents for over 11 minutes and ran out of airtime before the problem was resolved. The agent did NOT get back to me, which is annoying. I had to throw more money at the problem and called again, went through the entire process of explaining and wasting more airtime. This is not good, at all. Do better.
Cool Ideas Service Provider's replyOfficial
14 Sept 2020, 09:59Hi Bridget,
Thank you for the feedback, we requested someone call you earlier however the phone calls were not answered. someone will attempt to call you shortly to find out who the person was that did not call you back and ensure your internet is back up and running as it should be :)
The Cool Team
Thank you for the feedback, we requested someone call you earlier however the phone calls were not answered. someone will attempt to call you shortly to find out who the person was that did not call you back and ensure your internet is back up and running as it should be :)
The Cool Team
Cool Ideas Service Provider's reply14 Sept 2020, 09:59
Official
Hi Bridget,
Thank you for the feedback, we requested someone call you earlier however the phone calls were not answered. someone will attempt to call you shortly to find out who the person was that did not call you back and ensure your internet is back up and running as it should be :)
The Cool Team
Thank you for the feedback, we requested someone call you earlier however the phone calls were not answered. someone will attempt to call you shortly to find out who the person was that did not call you back and ensure your internet is back up and running as it should be :)
The Cool Team