FG
Franz G
1 reviews | Active since Dec 2017
01 Apr 2020, 20:31
Poor support channel and degraded fibre service
Great when you sign up, but as soon as problems start coming up their support team is non-existent. I've had serious performance problems, intermittently, the past 3 months. This week however it is really bad.
Logged a call by phoning, immediately did what the support agent requested and didn't hear anything from them since. Been following up daily, multiple times, with additional support logs - radio silence.
When you pay for 100Mbps fibre and barely receive 26Mbps theres issues. Jitter, high intermittent latency between Cloudflare and 8.8.8.8, packet loss to even local IPs is really not pleasant.
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Cool Ideas Service Provider's replyOfficial
02 Apr 2020, 12:04Hi Franz, we apologize for the frustration and assure you this is not how we want our customers to fee. have you requested an escalation to a senior manager if not you are welcome to post your support reference here or on our social media platforms and we will ensure that it is seen to and resolved.
Cool Ideas Service Provider's reply02 Apr 2020, 12:04
Official
Hi Franz, we apologize for the frustration and assure you this is not how we want our customers to fee. have you requested an escalation to a senior manager if not you are welcome to post your support reference here or on our social media platforms and we will ensure that it is seen to and resolved.