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ZS
Zee S

1 reviews | Active since Mar 2012

02 Aug 2024, 19:03

NOT SO COOL SERVICE PROVIDER

It has been over 10 days since my service first went down, and despite multiple attempts to resolve the issue, there has been no permanent fix. This is completely unacceptable for a service that I am paying for.

I have had multiple teams visit my premises, only to clean the fiber connector and leave, without addressing the root cause of the problem. Each visit has resulted in the same outcome: a temporary solution that quickly fails, leaving me back at square one. I have escalated this issue numerous times to Cool Ideas, yet the response has been nothing more than a series of generic replies, with no meaningful action taken.

This situation has devolved into a frustrating cycle of logging calls and getting no real resolution. I am fed up with the lack of accountability and the constant disruption to my service.

I demand a credit for every single day that my service has been offline. Furthermore, I expect this issue to be immediately investigated and resolved permanently. I have been more than patient, but my patience has run out.

0
Replies (5)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply05 Aug 2024, 11:08
Official
Dear Zeshan,  Thank you for bringing this to our attention. We understand the importance of a stable, reliable connection and sincerely apologise for any inconvenience you may have experienced due to the recurring service interruptions.  Rest assured, our main priority is finding a permanent solution to your line fault and our Escalations Team is liaising with Vumatel's Service Delivery Manager to achieve this. Regarding your credit request, this can only be addressed once the service is restored so our Credit Request Team will be in touch then.  Your patience and understanding thus far are greatly valued and we'll do our best to have your connection restored as soon as possible. Please bear with us a little longer.  Warm Regards, Cool Ideas 
ZS
Zee S's update05 Aug 2024, 16:21
Reviewer Update
I am pleased to inform you that VUMA Tel has successfully replaced the faulty cable, and services have been restored.

I have requested our Tier 2 team to kindly monitor the line to check for any remaining errors or intermittent connection issues. I will also be monitoring the situation on my end.

Please keep me informed when the credit request team will get in touch with me regarding this matter.

Thank you for your assistance and cooperation.

Cool Ideas Service Provider
Cool Ideas Service Provider's reply05 Aug 2024, 17:45
Official
Hi Zeshan, We're pleased that your service was restored earlier today.  Our Credit Request team will thoroughly investigate your case and contact you with feedback sometime tomorrow. Please direct any further questions to our team through your latest ticket. Thank you so much for your patience during this time.  Warm Regards,Cool Ideas
ZS
Zee S's update08 Aug 2024, 16:45
Reviewer Update
Hi Cool Ideas,

I have done 2 follow up’s as advised via my ticket.
No response from the credit team.
Cool Ideas Service Provider
Cool Ideas Service Provider's reply08 Aug 2024, 17:23
Official
Hi Zeshan,

Thanks for following up, and apologies for the delay. Our credit request just needs a moment to conclude the investigation of your case, but you will receive confirmation from our Finance team on Monday. Please bear with us a little longer.

Please don't hesitate to contact our helpdesk should the technical issue persist, they're available between 09:00 & 15:00 over the long weekend. Thank you for your patience.

Warm Regards,
Cool Ideas