Very poor service and support from Cool Ideas
I would give them zero starts if that was an option! The internet service has been very slow, inconsistent and at times no connection at all. The support team expect the customer to waste their own time diagnosing the problem telling us to connect via a LAN cable to the router to check the speed. However if there is not internet then how can we connect to the speedtest.co.za servers to do the speedtest? The support guy on the phone failed to understand that. The problem started in December and until now Cool Ideas have no clue on what is wrong. The support guy on the phone was insisting we connect via the LAN cable to the router - does he really expect us to do that with our phones and sit there instead of using wifi. He mentioned that the router may be faulty but that was also provided by Cool Ideas. They said they do not have any technicians to come and check the problem. So why am I wasting R599 a month for such a bad service?
we apologize for the frustration experienced
as our technician has mentioned we require speedtests over cable to determine if the issue is with your wireless network or with the fibre line itself. our team are trained to troubleshoot a few steps with you before escalating accordingly in order to resolve. we find in most cases that the wireless set up within the customers home is usually the problem and there are a couple of things we can assist with remotely before suggesting additional access points are installed or your wirleess network needs to be reveiwed.
we can guarantee the speeds you are paying for up to your router, how this is distributed throughout your home is up to the customer. we suggest all streaming devices are connected via cable in order to enjoy the best in streaming quality and allow the other devices to connect via wireless.
if you are still not winning after the latest reply to your ticket kindly email complaints @ coolideas co za and we will ensure a supervisor is alerted.
The CooL Team
we apologize for the frustration experienced
as our technician has mentioned we require speedtests over cable to determine if the issue is with your wireless network or with the fibre line itself. our team are trained to troubleshoot a few steps with you before escalating accordingly in order to resolve. we find in most cases that the wireless set up within the customers home is usually the problem and there are a couple of things we can assist with remotely before suggesting additional access points are installed or your wirleess network needs to be reveiwed.
we can guarantee the speeds you are paying for up to your router, how this is distributed throughout your home is up to the customer. we suggest all streaming devices are connected via cable in order to enjoy the best in streaming quality and allow the other devices to connect via wireless.
if you are still not winning after the latest reply to your ticket kindly email complaints @ coolideas co za and we will ensure a supervisor is alerted.
The CooL Team