Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Fly.Cool shows a sharp divide between individual agents and the systems around them. Customers consistently praise named consultants who fix problems, yet a recurring theme is prolonged outages, unanswered WhatsApp and email queries, unpaid refunds and cancellation requests that go nowhere. Billing, Contracts & Account Management (0.5) and Communication & Responsiveness (0.6) attract the heaviest criticism, while Customer Service & Support Quality (2.9) is the strongest area.
Top Strengths:
- •Customer Service & Support Quality: Named consultants carry this theme. Christopher, Nicholas, John, Chris, Rene, Craig, Nomonde Ndlovu and Samuel Ngoma are repeatedly praised for patience, knowledge and follow through, with several customers saying issues were finally resolved once a real person engaged.
Replied to 85% of negative reviews
Reply time on negative reviews: 28h 47m
TrustIndex
2.9
Ranking
#23
in Fibre & Broadband
Reply Time
27h 12m
NPS Score
-88
Recommended: Unlikely
Replied to 85% of negative reviews
Reply time on negative reviews: 28h 47m
Nov '25 - Oct '26
Frequently Asked Questions About Fly.Cool
What do customers say about Fly.Cool?
Based on recent customer reviews, Fly.Cool shows a sharp divide between individual agents and the systems around them. Customers consistently praise named consultants who fix problems, yet a recurring theme is prolonged outages, unanswered WhatsApp and email queries, unpaid refunds and cancellation requests that go nowhere. Billing, Contracts & Account Management (0.5) and Communication & Responsiveness (0.6) attract the heaviest criticism, while Customer Service & Support Quality (2.9) is the strongest area.
What is Fly.Cool's biggest strength?
Fly.Cool's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support Quality. Named consultants carry this theme. Christopher, Nicholas, John, Chris, Rene, Craig, Nomonde Ndlovu and Samuel Ngoma are repeatedly praised for patience, knowledge and follow through, with several customers saying issues were finally resolved once a real person engaged.
What are the most common complaints about Fly.Cool?
The most common complaint about Fly.Cool, based on Hellopeter's AI analysis of recent customer reviews, is Network Reliability & Connection Quality. Customers describe multi day and multi week outages after payment, routers showing connected without internet, red flashing lights and speeds far below the paid package. Work from home users report lost income and extra mobile data costs, with no credit for downtime.
How does Fly.Cool compare to other Fibre & Broadband companies?
Fly.Cool scores 1.2 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 (2.9); their weakest is Billing & Contracts (0.5). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.7). How is the AI Score calculated? →
Is Fly.Cool trustworthy?
Fly.Cool has a TrustIndex of 2.9 out of 10 on Hellopeter, based on 296 reviews in the last 12 months. They reply to 85% of negative reviews, typically within 28 hours 47 min. Hellopeter has tracked Fly.Cool across 2,253 total reviews. How is the TrustIndex calculated? →
Recent reviews (296)
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 Oct 2025
Fly.Cool ISP for Vuma bad internet connection
Recently I have been having internet connection problems and having to restart my router daily, sometimes even multiple times in a day. It gets even worse after midnight whereby it would seem as if the router is off but only to find it's on just without internet connection. It's been going on for about a week now and it's very inconveniencing. Worse part is the customer service. You will chat to bot on their WhatsApp line and after the bot takes your information it will say it's transferring you to a live agent which never comes and you have to rely on email assistance which takes about 2 days before you get a response.
1 reviews | Active since Oct 2025
Fly.Cool ISP for Vuma bad internet connection
Recently I have been having internet connection problems and having to restart my router daily, sometimes even multiple times in a day. It gets even worse after midnight whereby it would seem as if the router is off but only to find it's on just without internet connection. It's been going on for about a week now and it's very inconveniencing. Worse part is the customer service. You will chat to bot on their WhatsApp line and after the bot takes your information it will say it's transferring you to a live agent which never comes and you have to rely on email assistance which takes about 2 days before you get a response.
1 reviews | Active since May 2026
No Internet connection
Since morning no internet, I was phoned only to be asked to reboot which I have been doing all day today. Could you please fix the connectivity. I want the internet restored ASAP I work from home you are inconveniencing me.
1 reviews | Active since May 2026
No Internet connection
Since morning no internet, I was phoned only to be asked to reboot which I have been doing all day today. Could you please fix the connectivity. I want the internet restored ASAP I work from home you are inconveniencing me.
1 reviews | Active since Jul 2026
Installation done with no password provided
Hello Peter. I said I'll be back with a review from ***. It seems as if only once I complain to you that my order gets progressed. Yesterday the installation was done at my home between 10am and 11:45am . I was advised by the installation guys that my ISP which is *** that I will receive the password via sms within an hour and half, it is now the next day, i have not received any correspondence, I have tried contacting *** and the Fibre guys and my calls and messages are being ignored. This is absolutely ridiculous, and I guess they are still going to debit me the full amount month end when I dont even have internet connection. Even on the vuma self service app it says that *** has the "installation on hold" . Please can you help!
1 reviews | Active since Jul 2026
Installation done with no password provided
Hello Peter. I said I'll be back with a review from ***. It seems as if only once I complain to you that my order gets progressed. Yesterday the installation was done at my home between 10am and 11:45am . I was advised by the installation guys that my ISP which is *** that I will receive the password via sms within an hour and half, it is now the next day, i have not received any correspondence, I have tried contacting *** and the Fibre guys and my calls and messages are being ignored. This is absolutely ridiculous, and I guess they are still going to debit me the full amount month end when I dont even have internet connection. Even on the vuma self service app it says that *** has the "installation on hold" . Please can you help!
1 reviews | Active since Apr 2024
Zero to no service, do you only have one consultant at service desk!?
I requested an upgrade on flycool portal, got debit right away with the promise to have my line updated end of September. Now, the service is halted due to non payment. To fix this, they need refund me and I pay all over again and that I should not have requested for the upgrade on the portal( why have it there, if we should not use it). My ask is now simple, only refund a balance and keep the funds to have me on the old package. A refund will take forever, I have been 5 days without connectivity and I work from home. This now costs me daily mobile data purchases, work and kids school work is impacted. The service request is ***.
1 reviews | Active since Apr 2024
Zero to no service, do you only have one consultant at service desk!?
I requested an upgrade on flycool portal, got debit right away with the promise to have my line updated end of September. Now, the service is halted due to non payment. To fix this, they need refund me and I pay all over again and that I should not have requested for the upgrade on the portal( why have it there, if we should not use it). My ask is now simple, only refund a balance and keep the funds to have me on the old package. A refund will take forever, I have been 5 days without connectivity and I work from home. This now costs me daily mobile data purchases, work and kids school work is impacted. The service request is ***.
1 reviews | Active since Feb 2023
Flycool Internet Service Is Extremely Poor – Months of Unresolved Issues
Hello Peter, I really need some help with Flycool. I have been experiencing ongoing issues with my Flycool internet connection for months now. An engineer was sent out a few weeks ago, but unfortunately, the problem has not been resolved. My connection is still extremely poor, and at times, there is no internet at all. I have tried reaching out to Flycool via WhatsApp, but getting assistance is another problem entirely. Even today, I have been waiting for hours for a live agent to respond, with no resolution in sight. I have also contacted Vuma, only to be referred back to Flycool because I am told the issue is on their side. I am honestly exhausted from constantly having to follow up for a service that I am paying for. This level of service is extremely disappointing, and based on my experience, I would not recommend Flycool to anyone. Peter, please can someone actually take ownership of this issue and resolve it once and for all? I just want the reliable internet service that I am paying for.
1 reviews | Active since Feb 2023
Flycool Internet Service Is Extremely Poor – Months of Unresolved Issues
Hello Peter, I really need some help with Flycool. I have been experiencing ongoing issues with my Flycool internet connection for months now. An engineer was sent out a few weeks ago, but unfortunately, the problem has not been resolved. My connection is still extremely poor, and at times, there is no internet at all. I have tried reaching out to Flycool via WhatsApp, but getting assistance is another problem entirely. Even today, I have been waiting for hours for a live agent to respond, with no resolution in sight. I have also contacted Vuma, only to be referred back to Flycool because I am told the issue is on their side. I am honestly exhausted from constantly having to follow up for a service that I am paying for. This level of service is extremely disappointing, and based on my experience, I would not recommend Flycool to anyone. Peter, please can someone actually take ownership of this issue and resolve it once and for all? I just want the reliable internet service that I am paying for.
1 reviews | Active since Jul 2016
Fly.Cool wifi ****
I signed up for their fibre and they were very quick to do the installation. However no wifi and i am unable to contact them. They only have a whatsapp bot means of contact and that sucks coz its not helpful at all. Fly.cool is just a bunch of ********. I want my money back! *****s!
1 reviews | Active since Jul 2016
Fly.Cool wifi ****
I signed up for their fibre and they were very quick to do the installation. However no wifi and i am unable to contact them. They only have a whatsapp bot means of contact and that sucks coz its not helpful at all. Fly.cool is just a bunch of ********. I want my money back! *****s!
1 reviews | Active since Jul 2026
Disgusting Customer Service
On the 25th I made payment for my Fibre order and received correspondence that I will receive instalation today the 1st Oct, however I waited the whole day and no one came, after many attempts of trying to get ahold of the business, I finally received a response from live chat agent Mphile, who firstly confused the order up, and then advised me that the instalation was not able to come out today because "the customer was not home". I had asked for proof of communication as I have received none and was sent back a screenshot of the above reason for delay. Apparently there are no available slots for a new appointment so I need to revert back to them tomorrow which I know will be another headache due to the extremely ridiculous amount of time we have to wait for a simple response. I am deeply disappointed and disgusted with their customer service. I will be giving an update further.
1 reviews | Active since Jul 2026
Disgusting Customer Service
On the 25th I made payment for my Fibre order and received correspondence that I will receive instalation today the 1st Oct, however I waited the whole day and no one came, after many attempts of trying to get ahold of the business, I finally received a response from live chat agent Mphile, who firstly confused the order up, and then advised me that the instalation was not able to come out today because "the customer was not home". I had asked for proof of communication as I have received none and was sent back a screenshot of the above reason for delay. Apparently there are no available slots for a new appointment so I need to revert back to them tomorrow which I know will be another headache due to the extremely ridiculous amount of time we have to wait for a simple response. I am deeply disappointed and disgusted with their customer service. I will be giving an update further.
1 reviews | Active since Jun 2025
They respond late.. I sent a WhatsApp message trying to sign up a new profile using the same box we
They respond late.. I sent a WhatsApp message trying to sign up a new profile using the same box we have so that we can continue using wi-fi and stay connected. Now we can't make payments and we don't have internet we need to sign up a new profile first since the previous owners deactivated theirs.
1 reviews | Active since Jun 2025
They respond late.. I sent a WhatsApp message trying to sign up a new profile using the same box we
They respond late.. I sent a WhatsApp message trying to sign up a new profile using the same box we have so that we can continue using wi-fi and stay connected. Now we can't make payments and we don't have internet we need to sign up a new profile first since the previous owners deactivated theirs.