Terrible Service & Constant Disconnections – A Few Helpful Staff, But Mostly Frustrating

I have been a paying Cool Ideas customer since August 2022, always settling my account around the 6th/7th of each month. Despite this, I frequently get disconnected and have to make multiple calls to get reconnected. Every time, I press 3 for billing but get transferred between 3-4 different consultants, having to repeat my issue over and over again.

Recently, they increased my monthly bill, and one month I was R60 short—now I’m cut off again. Meanwhile, I’ve sent multiple emails about fixing the reception in my third room and haven’t even received a response! When I finally got hold of a consultant earlier this week, I explained that I’m happy to settle my account but need assistance with my connection issues first. Instead of addressing my concerns, they continue bombarding me with emails and texts about disconnection threats.

Calling them is a nightmare—I spend 20-25 minutes on hold or getting passed around with no resolution. That said, I have to acknowledge that Simoreece, the gentleman I spoke to on Monday (whose name I can’t remember), and a consultant who called me on Christmas Eve were all very helpful. Besides them, I have never had a good experience with any other consultant, and I sincerely hope I never have to deal with them again.

Their service is unprofessional and exhausting. I do not recommend Cool Ideas, and as soon as I have time, I will be switching providers.