1 reviews | Active since Dec 2016
Turned my smile into a frown!
Not a happy customer. Firstly, I opened a ticket on the cool zone on the 5th of January 2020, by the 7th I still had no feedback so I sent a follow up message on the ticket. I eventually only received a reply on the 14th of January at 11pm. I had requested some feedback regarding moving of services, most ISP's in South Africa, even Telkom of all ISP's, make it possible for you to move your services to a new address. Now in my case I am with Cool Ideas and TT Connect, I am literally moving 2 blocks away and there is already TT connect fibre installed. No installation is necessary. Your agent rep**** and has said that I have to give a 30 day cancellation notice. Now this completely boggles my mind, not only to I have to give 30 days notice but I also need to fill in a new application for the new address and if that service is activated before I move in I will have to pay pro rata for that also. So you guys want me to pay for two fibre lines for 30 days?? That is unbelievable. Now my second issue is regarding a SIP account I have with another service provider and it just refuses to work on your network. I have had multiple support staff trying to resolve this issue with no success. Eventually coming to some sort of conclusion that the problem is the Archer C20 router supp**** by Cool Ideas. I now cannot use a Voip phone or a softphone application through Cool Ideas at all, yet you guys offer your own Voip services.
I have been a loyal customer for a long time and have been very happy with the service, but this really changes the way i feel about Cool Ideas.
We apologize for the frustration experienced
we do have a transfer process in place to avoid incurring avoidable charges, the Fibre Line Providers require us to provide notice to them for the old property so they can load a cancellation, if we do not do this then they charge us for the line for the next 30 days and we work a loss therefore there is a 30 calendar months notice required so we can adhere to their T's and C's that apply to all ISP's this is stipulated in our T's and C's and our team is trained to provide this info should you enquire on how to transfer. we will have a connect team leader reach out and see if we can assist further in this regard.
regarding your SIP issue we will ask the support team supervisors to investigate and reach out to see what has been done so far.
The Cool Team
We apologize for the frustration experienced
we do have a transfer process in place to avoid incurring avoidable charges, the Fibre Line Providers require us to provide notice to them for the old property so they can load a cancellation, if we do not do this then they charge us for the line for the next 30 days and we work a loss therefore there is a 30 calendar months notice required so we can adhere to their T's and C's that apply to all ISP's this is stipulated in our T's and C's and our team is trained to provide this info should you enquire on how to transfer. we will have a connect team leader reach out and see if we can assist further in this regard.
regarding your SIP issue we will ask the support team supervisors to investigate and reach out to see what has been done so far.
The Cool Team
Regarding the SIP account issue, I have been given TP Link's contact details to try and sort the issue out with them. But Cool Ideas is my service provider and you should be able to resolve the issue instead of giving me your supplier's details to sort it out myself. I am sure you have lots of customers with the same router and if the router is the issue I wouldn't be the first customer with this problem .
Regarding the SIP account issue, I have been given TP Link's contact details to try and sort the issue out with them. But Cool Ideas is my service provider and you should be able to resolve the issue instead of giving me your supplier's details to sort it out myself. I am sure you have lots of customers with the same router and if the router is the issue I wouldn't be the first customer with this problem .
we have not picked up a trend where SIP accounts do not work with the router provided, this is most likely why you were provided the suppliers details as it may be beyond our scope, however we have requested a supervisor to look into this and reach out accordingly
thank you for your patience and understanding in this regard
The Cool Team
we have not picked up a trend where SIP accounts do not work with the router provided, this is most likely why you were provided the suppliers details as it may be beyond our scope, however we have requested a supervisor to look into this and reach out accordingly
thank you for your patience and understanding in this regard
The Cool Team