You Have to Make Cool Ideas Technicians Do Their Jobs

I logged a call at 4AM with Cool Ideas to say that my fiber is down. Their "hero", Silence (very appropriate name), responded with a simple copy and paste to say that there are outages in Johannesburg. I followed up that message to say that I have done testing steps already and would like to know what is wrong, as my fibre connection shows that it is up, but that the LAN is down, exactly what I said in the original support request. I received the exact same copy and paste response from Silence. I have to call in and make him attend to my call. It was obvious from his responses that he had not read my support requests at all. He then proceeded to make me redo all the testing steps I had done (which I have mentioned in my support request) only to realise that the problem is indeed with the router. Only then was the call escalated to OpenServe.