Very poor service

I have had good service from Cool Ideas, very helpful and efficient when I signed up. But things have changed.

My Fibre stopped working.

I logged a call with Cool Ideas on 03 April 2019. They rep**** the next day, asking me to confirm the status of the line. I rep**** and said it's still not working. They said that they "sorry for the frustration, the line is down on Vumatels side, they have logged it with them." No one contacted me again. On 13 April 2019 I updated the ticket, asking what the status of the call is. I also asked for the reference number for Vumatel. A different technician at Cool Ideas rep**** with the same response "sorry for the frustration, the line is down on Vumatels side, they have logged it with them." Again no one contacted me. On 19 April 2019, I rep**** again saying the line is still down. Another Cool Ideas technician rep**** with the same response.

4 different technicians have looked at my ticket, and all reply with the same responses. They all copy and paste the exact same message and reply with that. No one has taken the effort to actually read the details of my ticket and reply without using a template that they copy and paste from. I understand that the problem is on Vumatel's side. When I contact Vumatel, they tell me to go through my ISP. Cool ideas are not providing me with any support. This is unacceptable. I am paying for a service that has not been working for 3 weeks.

I asked that someone please call me so we can discuss, but still no one replies to the ticket, only generic replies.

This is by far the worst support I have ever received. I will be cancelling with them soon. Very poor service. My fibre is still down and no one is willing to assist me.