Poor Service Delivery and Empty Promises!

I have had no internet connectivity for a week with no resolution. On Tuesday the 20th of July, my household woke up to no internet. Our internet connection was suddenly lost. We logged a ticked at 7:30 a.m. on the same day in order to resolve the matter as soon as possible.

No internet connectivity is quite concerning as all the members of my household work from home during the pandemic in hopes of staying healthy and safe. We rely on a stable and consistent internet connection throughout the day. We are heavy digital content consumers and all of our media is accessed through online sources. Unfortunately, we have not had a stable connection for a week now which has cost us an exuberant amount in order to keep working and we will not be reimbursed for these costs. It is unfortunate that we are being charged for a service we are not receiving.

The Cool Ideas team has not been helpful and would often divert the blame to other parties. We have changed routers, checked for physical defects on our side and continuously attempted to work with the Cool Ideas team, even though their response to us has continuously been that the problem lies with MetroFibre. We even contacted MetroFibre to try and solve this matter, after speaking with Cool Ideas. MetroFibre redirected us to Cool Ideas - saying that they are unable to assist until Cool Ideas provides them with information. This ping pong match of 'the problem is on their side' has been continuously happening. Today, I received yet another email from Cool Ideas saying that they are in communication with MetroFibre. This vague explanation does not assist in anyway to solve our problem. It is unprofessional and quite frustrating.

Throughout this process Cool Ideas had made empty promises such as imforming us that they would mark our ticket as urgent, they never did. They informed us that a technician will be sent after 3-4 days of no internet, which never happened. Again and again they fail to provide effective service. This is deeply disappointing that South Africa's top ISP has such poor service - I wonder if they need to reevaluate their criteria to select a top ISP?

I am ready to change service providers and will not easily an ISP that fails to deliver its most basic service.