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DG
Denver G

1 reviews | Active since Apr 2019

01 Apr 2025, 16:05

Threathen to add extra cost due to cancellation of POOR service!

I have been a client for 6 years with them, they was great until 1 month ago when i move homes i gave them a relocation notice, when i got to the new house th internet was still not active, i waited 4 days then was assisted...through the month of march 2025 i had numerous outages and was told its the fibre line that was faulty, they said they will send aticket to Vodacom but when i called voda there was no ticket logged. Today i have the same issue and called in and spike to Refilwe, kamgolo, lana and the Team leader Tsepo all said they will log a ticket and never. I called Voda myself and no ticket logged...I spoke to the Fibre team in Vodacom and they offered me the same line speed at R749 whilst i paid R899 with Cool *** ideas. I then sent a cancellation for my current line and i get a email from BEATRICE threathening me on the cancel cost if i leave and on their website says calendar month notice but her email says 31 May that is 2 months. Its shows that they are only good in the beginnning but when you want to leave they get upset and threathen you ...I am sorry i wont be taken as a P*&^, i will not be paying my subs for May and will move to Vodacom because you are a **** ISP ! and i have had 6 years of your lies so Thank you and collect your router !

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Replies (1)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply02 Apr 2025, 08:35
Official
Good day Denver, 
 
Thank you for your feedback. We appreciate the opportunity to address your concerns. 
 
Regarding the initial connection issue at your new home, our Support team assisted in troubleshooting, even though the issue was related to your TV and not the fibre service itself. At the time, the fibre connection was active, which is why a fault was not logged with Vodacom. 
 
For the most recent outage, our Support team did log a fault with Vodacom and provided you with the ticket reference via email. We understand your frustration if their team advised otherwise, but we can assure you that the issue was reported and resolved within approximately four hours—well within Vodacom’s standard turnaround time of 24 to 72 hours. 
 
With regards to your cancellation request, Vodacom requires a full calendar month’s notice for cancellations. This means that any cancellation request received on or after the 1st of the month is processed for the end of the following month. An early release is possible but subject to a cancellation fee, as outlined in our terms. If you prefer not to incur this fee, your service will be terminated at the end of the notice period at no additional cost. 
 
Our Support Manager will reach out to discuss your concerns further. We appreciate your time with us over the past six years and regret that your recent experiences with us fell short of your expected standards. 
 
Best Regards, 
The Cool Ideas Team