CH
Cynthia H
1 reviews | Active since Aug 2016
07 Mar 2024, 16:00
The worst ISP ever
I have been with the Service Provider since December 2023, only 3 months and never had any decent internet connection. The fibre line drops literally every 2 to 3 minutes and takes a while to come back on. I work from home most of the week and when I say most, I only have to go to the office on a Wednesday. This then means when I work from home I have to have mobile data or another source of connection to be able to work. I decided not to pay them on the 1st of March because I have been paying for no service. Today 7 March the decided to suspend my service due to non payment. It ONLY took them 7 days to realize they haven't been paid, but 3 months of no resolution to my connection issues. The worst I have experienced in my life
Helpful (0)
Replies (6)0
Replies (6)
Cool Ideas Service Provider's replyOfficial
08 Mar 2024, 11:04Dear Cynthia,
We appreciate you taking the time to share your concerns, and we sincerely apologize for any inconvenience you have faced due to the recurring connectivity issues.
We have promptly addressed your suspension and our Support Manager has reactivated your line for further troubleshooting. We understand the frustration caused by the ongoing connectivity issues and we are committed to resolving them permanently.
Our Escalations Team is actively collaborating with Openserve's Service Delivery Manager to ensure a lasting solution to the recurring connectivity issues you have been experiencing. They are diligently working to identify and rectify the root cause of the problem.
Rest assured, we are dedicated to keeping you informed about the progress of your escalation. We understand the importance of staying updated throughout this process and will ensure that you are regularly briefed on the steps being taken to address this matter.
Should you require any further assistance or have additional concerns, please do not hesitate to reach out to us. Your satisfaction is our priority, and we are here to support you every step of the way.
You can contact our Support Team via email at *** or by phone at ***.
Your patience and understanding during this time are greatly appreciated.
Kind Regards,
Cool Ideas Support Team
We appreciate you taking the time to share your concerns, and we sincerely apologize for any inconvenience you have faced due to the recurring connectivity issues.
We have promptly addressed your suspension and our Support Manager has reactivated your line for further troubleshooting. We understand the frustration caused by the ongoing connectivity issues and we are committed to resolving them permanently.
Our Escalations Team is actively collaborating with Openserve's Service Delivery Manager to ensure a lasting solution to the recurring connectivity issues you have been experiencing. They are diligently working to identify and rectify the root cause of the problem.
Rest assured, we are dedicated to keeping you informed about the progress of your escalation. We understand the importance of staying updated throughout this process and will ensure that you are regularly briefed on the steps being taken to address this matter.
Should you require any further assistance or have additional concerns, please do not hesitate to reach out to us. Your satisfaction is our priority, and we are here to support you every step of the way.
You can contact our Support Team via email at *** or by phone at ***.
Your patience and understanding during this time are greatly appreciated.
Kind Regards,
Cool Ideas Support Team
Cool Ideas Service Provider's reply08 Mar 2024, 11:04
Official
Dear Cynthia,
We appreciate you taking the time to share your concerns, and we sincerely apologize for any inconvenience you have faced due to the recurring connectivity issues.
We have promptly addressed your suspension and our Support Manager has reactivated your line for further troubleshooting. We understand the frustration caused by the ongoing connectivity issues and we are committed to resolving them permanently.
Our Escalations Team is actively collaborating with Openserve's Service Delivery Manager to ensure a lasting solution to the recurring connectivity issues you have been experiencing. They are diligently working to identify and rectify the root cause of the problem.
Rest assured, we are dedicated to keeping you informed about the progress of your escalation. We understand the importance of staying updated throughout this process and will ensure that you are regularly briefed on the steps being taken to address this matter.
Should you require any further assistance or have additional concerns, please do not hesitate to reach out to us. Your satisfaction is our priority, and we are here to support you every step of the way.
You can contact our Support Team via email at *** or by phone at ***.
Your patience and understanding during this time are greatly appreciated.
Kind Regards,
Cool Ideas Support Team
We appreciate you taking the time to share your concerns, and we sincerely apologize for any inconvenience you have faced due to the recurring connectivity issues.
We have promptly addressed your suspension and our Support Manager has reactivated your line for further troubleshooting. We understand the frustration caused by the ongoing connectivity issues and we are committed to resolving them permanently.
Our Escalations Team is actively collaborating with Openserve's Service Delivery Manager to ensure a lasting solution to the recurring connectivity issues you have been experiencing. They are diligently working to identify and rectify the root cause of the problem.
Rest assured, we are dedicated to keeping you informed about the progress of your escalation. We understand the importance of staying updated throughout this process and will ensure that you are regularly briefed on the steps being taken to address this matter.
Should you require any further assistance or have additional concerns, please do not hesitate to reach out to us. Your satisfaction is our priority, and we are here to support you every step of the way.
You can contact our Support Team via email at *** or by phone at ***.
Your patience and understanding during this time are greatly appreciated.
Kind Regards,
Cool Ideas Support Team
CH
Cynthia H's updateReviewer Update
11 Mar 2024, 11:53Good day. Thank you for the reply. The suspension has been lifted, however, the connectivity issue persists. I am now dealing directly with a Technical Escalations Analyst. Hoping the issue can be resolved.
CH
Cynthia H's update11 Mar 2024, 11:53
Reviewer Update
Good day. Thank you for the reply. The suspension has been lifted, however, the connectivity issue persists. I am now dealing directly with a Technical Escalations Analyst. Hoping the issue can be resolved.
Cool Ideas Service Provider's replyOfficial
12 Mar 2024, 19:43Hi Cynthia,
Thanks for confirming that you'll collect your new router from our office on Thursday. It will be ready for you at reception.
Please let us know if you need directions to our office (through your ticket).
Kind Regards,
Cool Ideas Support Team
Thanks for confirming that you'll collect your new router from our office on Thursday. It will be ready for you at reception.
Please let us know if you need directions to our office (through your ticket).
Kind Regards,
Cool Ideas Support Team
Cool Ideas Service Provider's reply12 Mar 2024, 19:43
Official
Hi Cynthia,
Thanks for confirming that you'll collect your new router from our office on Thursday. It will be ready for you at reception.
Please let us know if you need directions to our office (through your ticket).
Kind Regards,
Cool Ideas Support Team
Thanks for confirming that you'll collect your new router from our office on Thursday. It will be ready for you at reception.
Please let us know if you need directions to our office (through your ticket).
Kind Regards,
Cool Ideas Support Team
CH
Cynthia H's updateReviewer Update
15 Mar 2024, 13:00The router has been collected and the services suspended again, Wow... What excellence customer service from Coolideas. Please don't give me the runaround and waste my time and money. You can keep your service suspended and collect your router. I had enough of this bullying.
CH
Cynthia H's update15 Mar 2024, 13:00
Reviewer Update
The router has been collected and the services suspended again, Wow... What excellence customer service from Coolideas. Please don't give me the runaround and waste my time and money. You can keep your service suspended and collect your router. I had enough of this bullying.
Cool Ideas Service Provider's replyOfficial
20 Mar 2024, 10:40Dear Cynthia,
We appreciate your confirmation of the router collection.
We regret to inform you that your services were suspended due to non-payment of the March 2024 invoice. To reinstate your service, we kindly urge you to settle the outstanding invoice. It's important to note that the technician issue has been effectively resolved, and your service can be promptly restored upon payment.
Please be assured that your profile is not singled out during suspensions. Our billing procedures are uniformly app****, and daily system suspensions are carried out for all services with outstanding invoices.
Our billing team will be in touch with you to provide a comprehensive explanation of our billing processes and address any concerns you may have. We sincerely apologize for any inconvenience this may have caused.
We appreciate your understanding and cooperation in resolving this matter.
Warm Regards,
Cool Ideas Billing Team
We appreciate your confirmation of the router collection.
We regret to inform you that your services were suspended due to non-payment of the March 2024 invoice. To reinstate your service, we kindly urge you to settle the outstanding invoice. It's important to note that the technician issue has been effectively resolved, and your service can be promptly restored upon payment.
Please be assured that your profile is not singled out during suspensions. Our billing procedures are uniformly app****, and daily system suspensions are carried out for all services with outstanding invoices.
Our billing team will be in touch with you to provide a comprehensive explanation of our billing processes and address any concerns you may have. We sincerely apologize for any inconvenience this may have caused.
We appreciate your understanding and cooperation in resolving this matter.
Warm Regards,
Cool Ideas Billing Team
Cool Ideas Service Provider's reply20 Mar 2024, 10:40
Official
Dear Cynthia,
We appreciate your confirmation of the router collection.
We regret to inform you that your services were suspended due to non-payment of the March 2024 invoice. To reinstate your service, we kindly urge you to settle the outstanding invoice. It's important to note that the technician issue has been effectively resolved, and your service can be promptly restored upon payment.
Please be assured that your profile is not singled out during suspensions. Our billing procedures are uniformly app****, and daily system suspensions are carried out for all services with outstanding invoices.
Our billing team will be in touch with you to provide a comprehensive explanation of our billing processes and address any concerns you may have. We sincerely apologize for any inconvenience this may have caused.
We appreciate your understanding and cooperation in resolving this matter.
Warm Regards,
Cool Ideas Billing Team
We appreciate your confirmation of the router collection.
We regret to inform you that your services were suspended due to non-payment of the March 2024 invoice. To reinstate your service, we kindly urge you to settle the outstanding invoice. It's important to note that the technician issue has been effectively resolved, and your service can be promptly restored upon payment.
Please be assured that your profile is not singled out during suspensions. Our billing procedures are uniformly app****, and daily system suspensions are carried out for all services with outstanding invoices.
Our billing team will be in touch with you to provide a comprehensive explanation of our billing processes and address any concerns you may have. We sincerely apologize for any inconvenience this may have caused.
We appreciate your understanding and cooperation in resolving this matter.
Warm Regards,
Cool Ideas Billing Team
CH
Cynthia H's updateReviewer Update
20 Mar 2024, 19:07Good day Coolideas team.
Thank you for the notification on the suspension. Fortunately I spoke to your team after 2pm this afternoon and was advised that you have issued me defective routers hence I had the connection challenges. Please thank Lindelani for the call as she was the only honest person in that entire team that admitted that Coolideas was at fault.
Thank you for also lifting the suspension last week Friday only as it did not help much as you dropped my connection at 2pm Saturday until Sunday morning 7am and did the same thing on Sunday and and reconnected me on Monday morning around the same time and I was advised that it was a network dip by Your Technical Escalations Analyst.
Please advise Lindelani that I considered the offer she presented but after careful consideration and the above response, I have however changed my mind and am not interested in dealing with this poor customer service and blatant disregard for your clients.
You may keep the service suspended and collect Your router that I collected with My petrol driving to Your Rosebank offices. I basically gave you R944 every month for no service rendered.
Please thank Lindelani as she is the only honest person I actually dealt with at Coolideas and she admitted that the fault was on your end and not mine.
The 1st month a Openserve technician was at my home and he advised the he had a customer with the same challenge and it was due to your Cudy routers which I advised your support staff. Please refer to my correspondence dated 09 January 2024, email sent to Gift Tier 2 Technician
Alex, one of your technicians also confirmed that it might be a router problem but you never resolved the issue after he escalated it to management.
I never received a call from your escalations technicians or management regarding my issue until I cancelled the service at the end of January which I was still advised the issue was not with Coolideas.
You would also have Not assisted me in resolving the issue if I did not write this review on Hellopeter.
Please refrain from making me a **** and collect your router.
Please ask Brett Sinclair to refrain from sending me emails regarding Your Terms and Conditions before investing the matter at length. When the fault is YOURS, just own up to it, don't insult your client's intelligence and/or intellect, we are not idiots, we pay you.....
Please ask Telisha not to lie to the clients regarding automated suspension due to non payment as I received confirmation that it is not a truth.
I have been very nice and very patient with you. I have never been rude or disrespectful to any of your technicians with all the problems you have given me these past months. Listen to your recordings and you can verify that.
Thank you for the notification on the suspension. Fortunately I spoke to your team after 2pm this afternoon and was advised that you have issued me defective routers hence I had the connection challenges. Please thank Lindelani for the call as she was the only honest person in that entire team that admitted that Coolideas was at fault.
Thank you for also lifting the suspension last week Friday only as it did not help much as you dropped my connection at 2pm Saturday until Sunday morning 7am and did the same thing on Sunday and and reconnected me on Monday morning around the same time and I was advised that it was a network dip by Your Technical Escalations Analyst.
Please advise Lindelani that I considered the offer she presented but after careful consideration and the above response, I have however changed my mind and am not interested in dealing with this poor customer service and blatant disregard for your clients.
You may keep the service suspended and collect Your router that I collected with My petrol driving to Your Rosebank offices. I basically gave you R944 every month for no service rendered.
Please thank Lindelani as she is the only honest person I actually dealt with at Coolideas and she admitted that the fault was on your end and not mine.
The 1st month a Openserve technician was at my home and he advised the he had a customer with the same challenge and it was due to your Cudy routers which I advised your support staff. Please refer to my correspondence dated 09 January 2024, email sent to Gift Tier 2 Technician
Alex, one of your technicians also confirmed that it might be a router problem but you never resolved the issue after he escalated it to management.
I never received a call from your escalations technicians or management regarding my issue until I cancelled the service at the end of January which I was still advised the issue was not with Coolideas.
You would also have Not assisted me in resolving the issue if I did not write this review on Hellopeter.
Please refrain from making me a **** and collect your router.
Please ask Brett Sinclair to refrain from sending me emails regarding Your Terms and Conditions before investing the matter at length. When the fault is YOURS, just own up to it, don't insult your client's intelligence and/or intellect, we are not idiots, we pay you.....
Please ask Telisha not to lie to the clients regarding automated suspension due to non payment as I received confirmation that it is not a truth.
I have been very nice and very patient with you. I have never been rude or disrespectful to any of your technicians with all the problems you have given me these past months. Listen to your recordings and you can verify that.
CH
Cynthia H's update20 Mar 2024, 19:07
Reviewer Update
Good day Coolideas team.
Thank you for the notification on the suspension. Fortunately I spoke to your team after 2pm this afternoon and was advised that you have issued me defective routers hence I had the connection challenges. Please thank Lindelani for the call as she was the only honest person in that entire team that admitted that Coolideas was at fault.
Thank you for also lifting the suspension last week Friday only as it did not help much as you dropped my connection at 2pm Saturday until Sunday morning 7am and did the same thing on Sunday and and reconnected me on Monday morning around the same time and I was advised that it was a network dip by Your Technical Escalations Analyst.
Please advise Lindelani that I considered the offer she presented but after careful consideration and the above response, I have however changed my mind and am not interested in dealing with this poor customer service and blatant disregard for your clients.
You may keep the service suspended and collect Your router that I collected with My petrol driving to Your Rosebank offices. I basically gave you R944 every month for no service rendered.
Please thank Lindelani as she is the only honest person I actually dealt with at Coolideas and she admitted that the fault was on your end and not mine.
The 1st month a Openserve technician was at my home and he advised the he had a customer with the same challenge and it was due to your Cudy routers which I advised your support staff. Please refer to my correspondence dated 09 January 2024, email sent to Gift Tier 2 Technician
Alex, one of your technicians also confirmed that it might be a router problem but you never resolved the issue after he escalated it to management.
I never received a call from your escalations technicians or management regarding my issue until I cancelled the service at the end of January which I was still advised the issue was not with Coolideas.
You would also have Not assisted me in resolving the issue if I did not write this review on Hellopeter.
Please refrain from making me a **** and collect your router.
Please ask Brett Sinclair to refrain from sending me emails regarding Your Terms and Conditions before investing the matter at length. When the fault is YOURS, just own up to it, don't insult your client's intelligence and/or intellect, we are not idiots, we pay you.....
Please ask Telisha not to lie to the clients regarding automated suspension due to non payment as I received confirmation that it is not a truth.
I have been very nice and very patient with you. I have never been rude or disrespectful to any of your technicians with all the problems you have given me these past months. Listen to your recordings and you can verify that.
Thank you for the notification on the suspension. Fortunately I spoke to your team after 2pm this afternoon and was advised that you have issued me defective routers hence I had the connection challenges. Please thank Lindelani for the call as she was the only honest person in that entire team that admitted that Coolideas was at fault.
Thank you for also lifting the suspension last week Friday only as it did not help much as you dropped my connection at 2pm Saturday until Sunday morning 7am and did the same thing on Sunday and and reconnected me on Monday morning around the same time and I was advised that it was a network dip by Your Technical Escalations Analyst.
Please advise Lindelani that I considered the offer she presented but after careful consideration and the above response, I have however changed my mind and am not interested in dealing with this poor customer service and blatant disregard for your clients.
You may keep the service suspended and collect Your router that I collected with My petrol driving to Your Rosebank offices. I basically gave you R944 every month for no service rendered.
Please thank Lindelani as she is the only honest person I actually dealt with at Coolideas and she admitted that the fault was on your end and not mine.
The 1st month a Openserve technician was at my home and he advised the he had a customer with the same challenge and it was due to your Cudy routers which I advised your support staff. Please refer to my correspondence dated 09 January 2024, email sent to Gift Tier 2 Technician
Alex, one of your technicians also confirmed that it might be a router problem but you never resolved the issue after he escalated it to management.
I never received a call from your escalations technicians or management regarding my issue until I cancelled the service at the end of January which I was still advised the issue was not with Coolideas.
You would also have Not assisted me in resolving the issue if I did not write this review on Hellopeter.
Please refrain from making me a **** and collect your router.
Please ask Brett Sinclair to refrain from sending me emails regarding Your Terms and Conditions before investing the matter at length. When the fault is YOURS, just own up to it, don't insult your client's intelligence and/or intellect, we are not idiots, we pay you.....
Please ask Telisha not to lie to the clients regarding automated suspension due to non payment as I received confirmation that it is not a truth.
I have been very nice and very patient with you. I have never been rude or disrespectful to any of your technicians with all the problems you have given me these past months. Listen to your recordings and you can verify that.