JT
Janine T
1 reviews | Active since Dec 2014
15 Jul 2025, 21:10
WIFI paid but NO service for 5 days
My family and I have been without WIFI in our home since Friday night. After numerous phone calls, escalated customer service tickets and an embarrassing amount of money spent on data for all the devices in our home - we find ourselves on Day 5. To add insult to injury it's school holidays and I have been working from home this week. I'm beyond disappointed in the generic reposes from the service provider who I have been a loyal monthly customer for the past 5 years.
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Cool Ideas Service Provider's replyOfficial
16 Jul 2025, 08:44Good day Janine,
Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience caused. We understand how disruptive this has been, especially during the school holidays and while working from home.
The delay in activating your service was due to an unexpected issue on PayFast’s end, which affected the payment verification process. One of our Connect Team Leaders is actively investigating the matter and will be in touch with you directly to assist further and ensure this is resolved as quickly as possible.
We truly value your long-standing support over the past five years and appreciate your patience while we work to make this right.
Warm Regards,
The Cool Ideas Team
Cool Ideas Service Provider's reply16 Jul 2025, 08:44
Official
Good day Janine,
Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience caused. We understand how disruptive this has been, especially during the school holidays and while working from home.
The delay in activating your service was due to an unexpected issue on PayFast’s end, which affected the payment verification process. One of our Connect Team Leaders is actively investigating the matter and will be in touch with you directly to assist further and ensure this is resolved as quickly as possible.
We truly value your long-standing support over the past five years and appreciate your patience while we work to make this right.
Warm Regards,
The Cool Ideas Team