Not expecting this type of service from Cool Ideas

Hi started I with Coolideas as a Service Provider about 4/5 months back and I have to say I have not expected so many interruptions from a fibre service provider in my life. I opted to go with Coolideas as a result of their many Awards and many good reviews I heard about them and here's the thing but I have not seen how they managed get these good reviews or awards. My experience has been absolutely terrible.

To start off I initially signed up with them early Jan and informed them I need to be up and running by the 28/29th of January since I would be working from home they did say it would be possible and the service would be active around that time. They proceeded to bill me pro rata and guess what the service was indeed not up and running until the 2nd of Feb. They did not reimburse me for a service that was not activated but they did not hesitate to charge me pro rata. Now the amount was not significant but the principle was what irritated me.

Now every month since then I have had interruptions in my fibre service for at least a day or more. Now this can get very frustrating as I am currently working from home and would immediately need to revert to buying cellphone Data bundles and we all know how expensive this can get. This is frustrating since its unnecessary expenses for something that I technically I am already paying for.

Now the latest is I have been off for 3 days today and no ETA has been provided yet. Yesterday I received a mail that the interruption has been resolved got home and much to my surprise my connection has not been restored so frustrated that Cool Ideas has mentioned that its been resolved but its not. Then this morning I get a mail that states its has been off since the 9th of June from 9pm, which is also a lie since its been off since Wednesday the 8th around 10 am ish and the cherry on the cake is its not even my area that they send to me that's off so incompetency also creeping in.

My question is the following, the ISP do have SLA's with the Infrastructure fibre provider but where are the SLA's with us as Clients? Since they are very quick to invoice us for services but nowhere do they provide reimbur*****ts when there are interruptions for extended periods on the services the ISP's provide.

I am highly disappointed in Cool Ideas