Pathetic first impression and poor customer service!

Item: Cool Ideas Service Provider
Rating: 1
Author: Keegan M

Signed up for the 100/50 FTTH on 30 November 2024. I selected "existing Vumatel fibre" thinking it would expedite the process and sent pictures of the ONT in the unit. To date I'm no closer to figuring out what's happening with the line. All that happens is back and forth between Vumatel and Cool Ideas. I was eventually told that the ONT in the unit isn't a Vumatel ONT. So one would think that they would arrange to do the neccesary installation.

Days go by and I'm then informed that Vumatel are detecting an ONT at the unit and I was asked for pictures of the ONT (AGAIN) but it turned out that the ONT belongs to another provider. Yes they told me the same thing twice and did nothing after this.

I am then asked via Cool Ideas by Vumatel "if the customer requires a new installation". Cool Ideas don't seem to know anything and don't seem bothered to assist. Their customer support is essentially a postbox for communication between Vumatel and the Customer.

I'm at the point of cancelling the deal with Cool Ideas and starting from scratch with another ISP that will actually assist their customers. Deal with them at your own risk.

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Replies (1)

Cool Ideas Service Provider's replyOfficial

11 Dec 2024, 11:20

Hi Keegan, Thank you for taking the time to share your experience. We’re truly sorry to hear about the challenges you’ve faced during the installation process. This is certainly not the first impression we aim to provide, and we understand your frustration. One of our Connect Team Leaders will investigate your case and contact you directly to ensure it’s resolved as quickly as possible. We’re committed to working closely with Vumatel to clarify the ONT issue and take the necessary steps to get you connected without further delays. Your feedback is invaluable, and we’ll use it to improve our processes and communication. Please rest assured that your concerns are being taken seriously, and we’ll do our best to turn your experience around. Thank you for bringing this to our attention. Kind Regards, The Cool Ideas Team

Cool Ideas Service Provider's reply11 Dec 2024, 11:20

Official