Extremely Disappointing Service and Poor Communication

### Extremely Disappointing Service and Poor Communication

We have been customers of FlyCool for some time and recently decided to enquire about upgrading our existing Wi-Fi package to a faster package.

We contacted FlyCool to enquire about our options and were provided with information about the available packages. At this stage, **we had not confirmed an upgrade or authorised the cancellation of our existing package**. We simply asked to be contacted so that we could properly understand the available options before making a decision.

Despite this, FlyCool cancelled our existing Wi-Fi service on **24 August 2026**, before our normal payment/service expiry date of **26 August 2026**. We subsequently received an SMS confirming that our service had been cancelled.

When we contacted FlyCool to find out what had happened, we were informed that the existing package had to be cancelled in order for us to upgrade. We therefore decided to proceed with the upgrade and made the required payment through their website.

We were then informed that a technician would be sent to our home to complete the upgrade. We received a call the following morning confirming that someone would come out, but **no one arrived**.

We have now been without Wi-Fi for approximately **a week**, despite having already paid for the service. During this period, we have had to continuously purchase mobile data at additional expense simply to have internet access.

What has made the situation even more frustrating is the lack of communication and customer support. FlyCool does not appear to have a proper customer service telephone line, leaving WhatsApp as the main means of contacting them. We sent a WhatsApp message at approximately **07:00 yesterday**, yet only received a response at around **16:00**, stating that our Wi-Fi would be reconnected "soon." By then, we had already been waiting for several days.

At this point, we are extremely disappointed with the way this matter has been handled. We did not initially request the cancellation of our service, we were left without internet after the cancellation, and despite subsequently paying for the upgrade, the service has still not been provided.

After a week of inconvenience, additional data costs and unsuccessful attempts to get assistance, **we have reached the point where we no longer wish to continue our contract with FlyCool**.

We have therefore emailed FlyCool requesting cancellation of the service. We are requesting:

* Immediate cancellation of our service without any cancellation penalties, given the circumstances. * A refund for the period for which we have paid but received no usable Wi-Fi service. * Confirmation that no further charges will be deducted from our account.

This experience has been incredibly frustrating, particularly because we have been paying customers and simply wanted to upgrade our service. We expected clear communication and reasonable customer support, but instead have spent an entire week without Wi-Fi and have had to incur additional costs purchasing data.