Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Cool Ideas Service Provider presents a sharply divided experience. Customers consistently praise individual agents and fast onboarding, yet a recurring theme is prolonged fibre outages, unanswered emails and rigid cancellation billing. Customer Service and Support Quality (2.4) rates highest, while Billing, Contracts and Account Management (0.8) draws the strongest criticism, particularly around notice periods, suspensions and refunds that are never processed.
Top Strengths:
- •Customer Service & Support Quality: Named consultants including Zethu, Kamohelo, Tshidiso, Lerato and Thandiwe are repeatedly singled out for patience and single call resolution. Customers describe afterhours technicians who stay on the line until connectivity is confirmed, though first line staff often lack authority.
Replied to 67% of negative reviews
Reply time on negative reviews: 46h 50m
TrustIndex
3.8
Reply Time
50h 35m
NPS Score
-7
Recommended: Unlikely
Replied to 67% of negative reviews
Reply time on negative reviews: 46h 50m
Nov '25 - Oct '26
Frequently Asked Questions About Cool Ideas Service Provider
What do customers say about Cool Ideas Service Provider?
Based on recent customer reviews, Cool Ideas Service Provider presents a sharply divided experience. Customers consistently praise individual agents and fast onboarding, yet a recurring theme is prolonged fibre outages, unanswered emails and rigid cancellation billing. Customer Service and Support Quality (2.4) rates highest, while Billing, Contracts and Account Management (0.8) draws the strongest criticism, particularly around notice periods, suspensions and refunds that are never processed.
What is Cool Ideas Service Provider's biggest strength?
Cool Ideas Service Provider's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support Quality. Named consultants including Zethu, Kamohelo, Tshidiso, Lerato and Thandiwe are repeatedly singled out for patience and single call resolution. Customers describe afterhours technicians who stay on the line until connectivity is confirmed, though first line staff often lack authority.
What are the most common complaints about Cool Ideas Service Provider?
The most common complaint about Cool Ideas Service Provider, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Customers describe emails and follow ups going unanswered for weeks, no estimated time of restoration on outages, promised manager callbacks that never come and template ticket updates. Weekend and afterhours contact gaps leave Friday faults sitting until Monday.
How does Cool Ideas Service Provider compare to other Fibre & Broadband companies?
Cool Ideas Service Provider scores 1.9 out of 5 on Hellopeter's AI analysis of service quality in Fibre & Broadband, compared to the Fibre & Broadband industry average of 1.9. Their strongest theme is Customer Service (2.4); their weakest is Network Reliability (1.5). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.7). How is the AI Score calculated? →
Is Cool Ideas Service Provider trustworthy?
Cool Ideas Service Provider has a TrustIndex of 3.8 out of 10 on Hellopeter, based on 165 reviews in the last 12 months. They reply to 67% of negative reviews, typically within 46 hours 50 min. Hellopeter has tracked Cool Ideas Service Provider across 2,109 total reviews. How is the TrustIndex calculated? →
Recent reviews (165)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2019
Poor Pathetic Service lack of Empathy
⚠️ Future customers, think twice before signing up. The service I have received from Cool Ideas has been extremely disappointing. My fibre line was down for the entire day, completely disrupting my plans and wasting valuable time. I spoke to five different consultants, and unfortunately, nobody was able to provide proper assistance or a meaningful solution. The lack of urgency and empathy was extremely frustrating. I was specifically told that Abigale would call me back, but she never did. If you tell a customer you are going to call back, the least you can do is follow through. This is simply unacceptable. Customers deserve better communication, accountability and support when something goes wrong. Future customers: look beyond the price and packages — consider the level of customer service you may receive when you actually need help. #CoolIdeas #CoolIdeasFibre #Fibre #InternetService #CustomerService #PoorService #BadService #CustomerExperience #HelloPeter #SouthAfrica
1 reviews | Active since Mar 2019
Poor Pathetic Service lack of Empathy
⚠️ Future customers, think twice before signing up. The service I have received from Cool Ideas has been extremely disappointing. My fibre line was down for the entire day, completely disrupting my plans and wasting valuable time. I spoke to five different consultants, and unfortunately, nobody was able to provide proper assistance or a meaningful solution. The lack of urgency and empathy was extremely frustrating. I was specifically told that Abigale would call me back, but she never did. If you tell a customer you are going to call back, the least you can do is follow through. This is simply unacceptable. Customers deserve better communication, accountability and support when something goes wrong. Future customers: look beyond the price and packages — consider the level of customer service you may receive when you actually need help. #CoolIdeas #CoolIdeasFibre #Fibre #InternetService #CustomerService #PoorService #BadService #CustomerExperience #HelloPeter #SouthAfrica
1 reviews | Active since Dec 2019
Lack of support and poor fibre stability
Been bad wit Clead acces and now they handed over to Cool ideas. My wifi is consgantly going from 10 to 50mb while I'm paying for a 100mb line. Today again, cant stream, the ine moment all is fine the next nothing just loading. I dried to call, waited for 11minutes till I decided stuff that and now I'm posting on hpeter as I'm tired being taken advangage of. There's been hours and days without connection this year, yet I still have to pay the full amount, no credits back or discount for the next month, nothing, while I'm having to buy data on mtn to try and watch tv or have my wife at least be able to work at home. Dissapointed and frustrated.
1 reviews | Active since Dec 2019
Lack of support and poor fibre stability
Been bad wit Clead acces and now they handed over to Cool ideas. My wifi is consgantly going from 10 to 50mb while I'm paying for a 100mb line. Today again, cant stream, the ine moment all is fine the next nothing just loading. I dried to call, waited for 11minutes till I decided stuff that and now I'm posting on hpeter as I'm tired being taken advangage of. There's been hours and days without connection this year, yet I still have to pay the full amount, no credits back or discount for the next month, nothing, while I'm having to buy data on mtn to try and watch tv or have my wife at least be able to work at home. Dissapointed and frustrated.
1 reviews | Active since Dec 2024
Cool Ideas Ignoring My Follow-Ups and Failing to Resolve My Credit Request
I am extremely disappointed with the way Cool Ideas has handled my query and the lack of communication and assistance I have received. My ticket number is ***, regarding a credit request. The ticket was logged on 10 September 2026 and remains open. On 10 September, I received the following response from Cool Ideas: "We have received your credit request and would like to assure you that it has been logged for review. Our team will investigate the matter once your connection issue has been resolved. We will provide feedback within 3–4 business days after the issue has been resolved." I have continued following up regarding this matter, but I have still not received any meaningful feedback or resolution. What is particularly frustrating is that I was given an indication that feedback would be provided within 3–4 business days after the connection issue was resolved, yet despite my continued follow-ups, I am being ignored. As a paying customer, I expect my queries to be taken seriously and for Cool Ideas to communicate with me regarding the progress of my request. If there is a delay or if additional information is required, I expect to be informed rather than having to repeatedly chase the company for a response. I am therefore requesting that Cool Ideas: 1. Provide me with an immediate update on ticket ***. 2. Explain why my repeated follow-ups have not been properly addressed. 3. Confirm the status of my credit request and when it will be processed. 4. Provide a clear resolution instead of continuing to leave the ticket open without meaningful feedback. This experience has been extremely frustrating and disappointing. I have been patient and have given Cool Ideas sufficient time to resolve the matter, but the continued lack of communication is unacceptable. I would appreciate urgent intervention and a proper response to my complaint.
1 reviews | Active since Dec 2024
Cool Ideas Ignoring My Follow-Ups and Failing to Resolve My Credit Request
I am extremely disappointed with the way Cool Ideas has handled my query and the lack of communication and assistance I have received. My ticket number is ***, regarding a credit request. The ticket was logged on 10 September 2026 and remains open. On 10 September, I received the following response from Cool Ideas: "We have received your credit request and would like to assure you that it has been logged for review. Our team will investigate the matter once your connection issue has been resolved. We will provide feedback within 3–4 business days after the issue has been resolved." I have continued following up regarding this matter, but I have still not received any meaningful feedback or resolution. What is particularly frustrating is that I was given an indication that feedback would be provided within 3–4 business days after the connection issue was resolved, yet despite my continued follow-ups, I am being ignored. As a paying customer, I expect my queries to be taken seriously and for Cool Ideas to communicate with me regarding the progress of my request. If there is a delay or if additional information is required, I expect to be informed rather than having to repeatedly chase the company for a response. I am therefore requesting that Cool Ideas: 1. Provide me with an immediate update on ticket ***. 2. Explain why my repeated follow-ups have not been properly addressed. 3. Confirm the status of my credit request and when it will be processed. 4. Provide a clear resolution instead of continuing to leave the ticket open without meaningful feedback. This experience has been extremely frustrating and disappointing. I have been patient and have given Cool Ideas sufficient time to resolve the matter, but the continued lack of communication is unacceptable. I would appreciate urgent intervention and a proper response to my complaint.
1 reviews | Active since Sept 2024
Excellent customer service and support.
I am extremely happy with Cool Ideas Support Team, esp. Alex Hlapa. He called me on a Sunday afternoon to troubleshoot an issue with my WIFI connectivity. Called again first thing Monday morning to continue. Escalated to Octotel and had them resolve the issue in a short few hours. I'm a happy camper! :-) THANKS Alex Hlapa!!
1 reviews | Active since Sept 2024
Excellent customer service and support.
I am extremely happy with Cool Ideas Support Team, esp. Alex Hlapa. He called me on a Sunday afternoon to troubleshoot an issue with my WIFI connectivity. Called again first thing Monday morning to continue. Escalated to Octotel and had them resolve the issue in a short few hours. I'm a happy camper! :-) THANKS Alex Hlapa!!
1 reviews | Active since Nov 2024
Bad service
Worst ISP service ever, worst part is it is not working but they won’t allow cancel my service so that I can get a new service provider in place.. exchanged a few email with Beatrice Brancken and I could tell from her tone that she had a no care in the world about my concerns.. sad really!!
1 reviews | Active since Nov 2024
Bad service
Worst ISP service ever, worst part is it is not working but they won’t allow cancel my service so that I can get a new service provider in place.. exchanged a few email with Beatrice Brancken and I could tell from her tone that she had a no care in the world about my concerns.. sad really!!
1 reviews | Active since Nov 2025
Appreciate Fridah Molelemane
I would like to take this opportunity to thank Fridah Molelemane and the rest of the team at Cool ideas but most importantly Fridah Molelemane. You are a star. Thank you for helping me with the connection. You managed the frustration and stress I had. Thank you Fridah Molelemane wa di cool ideas
1 reviews | Active since Nov 2025
Appreciate Fridah Molelemane
I would like to take this opportunity to thank Fridah Molelemane and the rest of the team at Cool ideas but most importantly Fridah Molelemane. You are a star. Thank you for helping me with the connection. You managed the frustration and stress I had. Thank you Fridah Molelemane wa di cool ideas
1 reviews | Active since Jan 2017
Do not use they will rip you off !!!!
Likely one of the best ISP's i have been with but will refuse to refund any amount for my link been down for a week where the fiber provider basically hand no stock to fix the issue and as monday was a holiday only started the repair tuesday when the line went down on thursday evening the link was only restored the following saturday. i am cancelling and do not recommend them due to them not caring for the customers
1 reviews | Active since Jan 2017
Do not use they will rip you off !!!!
Likely one of the best ISP's i have been with but will refuse to refund any amount for my link been down for a week where the fiber provider basically hand no stock to fix the issue and as monday was a holiday only started the repair tuesday when the line went down on thursday evening the link was only restored the following saturday. i am cancelling and do not recommend them due to them not caring for the customers
1 reviews | Active since Jan 2025
as bad as all the other bad isp’s
my wifi has been off on 21-08-2026, 25-08-2026 and today 03-09-2026. everytime i’m told netx is having issues in my area and they don’t have an eta for the fix. today same story except they’re telling me netx will investigate the issue and depending on what they find there could be additional charges? i wish there was a different fibre supplier in my area because this is a joke
1 reviews | Active since Jan 2025
as bad as all the other bad isp’s
my wifi has been off on 21-08-2026, 25-08-2026 and today 03-09-2026. everytime i’m told netx is having issues in my area and they don’t have an eta for the fix. today same story except they’re telling me netx will investigate the issue and depending on what they find there could be additional charges? i wish there was a different fibre supplier in my area because this is a joke