Zero customer service

Our fibre has not been working since 8 Aug 2025. Between my husband and I, we have logged the problem, sent emails and spent time on phone calls but no one has been able to sort it out (ticket ***). The last email from Cool Ideas on 12 Aug said they escalated the matter to the "Connect department". Who knows what this dept does but it's now 16 Aug and still sweet nothing from them aside from two emails with the standard cut 'n paste response. Also, their emails are written in the smallest font as if they intentionally don't want you to read it. They are quick to take money for the debit orders but slower than a snail to sort out problems, even to the point of ignoring your follow up emails. Phoning is futile because first line support just takes messages and tell you that they will forward it to some other dept to sort out. The worst service provider we have yet encountered and definitely won't be using them when we move to our new premises. Rather pay more and use a reputable and reliable ISP.