PK
Pravin K
1 reviews | Active since Nov 2014
08 Oct 2021, 05:47
Unacceptable service from Cool Ideas
I am completely frustrated and disappointed with the service I have received from CoolIdeas over the last week.
I work from home and as a result rely on a reliable wifi connection. Cool Ideas is my chosen ISP. However, I have spent the last week (since Oct 1) with absolutely no wifi connection.
I have spent a week being told that Vumatel is the reason for the delay. I have not contracted with Vumatel but with CoolIdeas and hence don't accept you laying the blame on someone else. It is your responsibility to work with Vumatel to get this resolved and within agreed SLAs.
I would like someone senior in your organisation to call me and give me a firm date on which this will be resolved and my wifi restored.
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Cool Ideas Service Provider's replyOfficial
08 Oct 2021, 08:51Good day Pravin K,
Thank you for your feedback. We wish to extend our most sincere apologies for this inconvenience.
We have investigated your case and found that another ISP has an active service for one of their clients with your address. We can't place an activation order with Vumatel on your behalf, as a property cannot have more than one service at a time.
Our Connect department's supervisor has already reached out to Vumatel and requested that they coordinate with the other ISP to resolve this issue. We are now waiting for the other ISP to give Vumatel feedback after liaising with their client (whose service is using your address). Vumatel will then provide us with feedback so we can give you an accurate update. Such cases can take longer than the agreed-upon SLAs. Please note that we rely on Vumatel's physical infrastructure to get you connected. They are the available fibre provider in your area.
We have followed up with Vumatel again this morning and are awaiting feedback. Rest assured that we are doing our best to get you connected as soon as possible.
Thank you for your feedback. We wish to extend our most sincere apologies for this inconvenience.
We have investigated your case and found that another ISP has an active service for one of their clients with your address. We can't place an activation order with Vumatel on your behalf, as a property cannot have more than one service at a time.
Our Connect department's supervisor has already reached out to Vumatel and requested that they coordinate with the other ISP to resolve this issue. We are now waiting for the other ISP to give Vumatel feedback after liaising with their client (whose service is using your address). Vumatel will then provide us with feedback so we can give you an accurate update. Such cases can take longer than the agreed-upon SLAs. Please note that we rely on Vumatel's physical infrastructure to get you connected. They are the available fibre provider in your area.
We have followed up with Vumatel again this morning and are awaiting feedback. Rest assured that we are doing our best to get you connected as soon as possible.
Cool Ideas Service Provider's reply08 Oct 2021, 08:51
Official
Good day Pravin K,
Thank you for your feedback. We wish to extend our most sincere apologies for this inconvenience.
We have investigated your case and found that another ISP has an active service for one of their clients with your address. We can't place an activation order with Vumatel on your behalf, as a property cannot have more than one service at a time.
Our Connect department's supervisor has already reached out to Vumatel and requested that they coordinate with the other ISP to resolve this issue. We are now waiting for the other ISP to give Vumatel feedback after liaising with their client (whose service is using your address). Vumatel will then provide us with feedback so we can give you an accurate update. Such cases can take longer than the agreed-upon SLAs. Please note that we rely on Vumatel's physical infrastructure to get you connected. They are the available fibre provider in your area.
We have followed up with Vumatel again this morning and are awaiting feedback. Rest assured that we are doing our best to get you connected as soon as possible.
Thank you for your feedback. We wish to extend our most sincere apologies for this inconvenience.
We have investigated your case and found that another ISP has an active service for one of their clients with your address. We can't place an activation order with Vumatel on your behalf, as a property cannot have more than one service at a time.
Our Connect department's supervisor has already reached out to Vumatel and requested that they coordinate with the other ISP to resolve this issue. We are now waiting for the other ISP to give Vumatel feedback after liaising with their client (whose service is using your address). Vumatel will then provide us with feedback so we can give you an accurate update. Such cases can take longer than the agreed-upon SLAs. Please note that we rely on Vumatel's physical infrastructure to get you connected. They are the available fibre provider in your area.
We have followed up with Vumatel again this morning and are awaiting feedback. Rest assured that we are doing our best to get you connected as soon as possible.