MR
Michelle R
1 reviews | Active since Dec 2011
01 Dec 2025, 18:18
Still no fiber after 3 weeks- Relocation not completed.
We requested a relocation of our fiber line 3 weeks ago with Cool Ideas with the activation date of 29 November 2025. Despite numerous phone calls and emails, the relocation has still not been completed and we still have no internet. Today is 1 December 2025 and we still have no urgency from you side. I spoke with Lana Lebea, an Escalation Resolution Specialist but to no avail. It is Cool Ideas' responsibility to contact Metro Fiber and not us to follow up. This delay is unacceptable and is causing major inconvenience to both our household and work. We are extremely disappointed with the lack of service. We need this escalated as a matter of urgency.
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Cool Ideas Service Provider's replyOfficial
03 Dec 2025, 20:02Good day Michelle,
Thank you for your feedback, and apologies for any inconvenience you may have encountered. We understand how frustrating it must be to be without connectivity for this long, especially after submitting your relocation request with a clear activation date. This delay is not the experience we want for our customers. We will ensure that your case is escalated further and prioritised. Our team will give you a call first thing tomorrow to discuss the matter directly and provide an update on the progress with MetroFibre. We want to resolve this as quickly as possible and have your service activated without further delays. Thank you for your patience and understanding while we work on getting this resolved. Kind Regards, The Cool Ideas Team
Thank you for your feedback, and apologies for any inconvenience you may have encountered. We understand how frustrating it must be to be without connectivity for this long, especially after submitting your relocation request with a clear activation date. This delay is not the experience we want for our customers. We will ensure that your case is escalated further and prioritised. Our team will give you a call first thing tomorrow to discuss the matter directly and provide an update on the progress with MetroFibre. We want to resolve this as quickly as possible and have your service activated without further delays. Thank you for your patience and understanding while we work on getting this resolved. Kind Regards, The Cool Ideas Team
Cool Ideas Service Provider's reply03 Dec 2025, 20:02
Official
Good day Michelle,
Thank you for your feedback, and apologies for any inconvenience you may have encountered. We understand how frustrating it must be to be without connectivity for this long, especially after submitting your relocation request with a clear activation date. This delay is not the experience we want for our customers. We will ensure that your case is escalated further and prioritised. Our team will give you a call first thing tomorrow to discuss the matter directly and provide an update on the progress with MetroFibre. We want to resolve this as quickly as possible and have your service activated without further delays. Thank you for your patience and understanding while we work on getting this resolved. Kind Regards, The Cool Ideas Team
Thank you for your feedback, and apologies for any inconvenience you may have encountered. We understand how frustrating it must be to be without connectivity for this long, especially after submitting your relocation request with a clear activation date. This delay is not the experience we want for our customers. We will ensure that your case is escalated further and prioritised. Our team will give you a call first thing tomorrow to discuss the matter directly and provide an update on the progress with MetroFibre. We want to resolve this as quickly as possible and have your service activated without further delays. Thank you for your patience and understanding while we work on getting this resolved. Kind Regards, The Cool Ideas Team