DennisBattiscombe
Member
- Joined
- Feb 19, 2021
- Messages
- 14
- Reaction score
- 8
Hi All
I would like to share my support experience with Cool Ideas.
At around 9:30PM on Friday night my fibre went down. Orange instead of green on the router. I performed the standard procedure of powering off both devices and only powering on the router once the WAN indicator showed activity. No luck, it still wasn't working. I wasn't too stressed, these things happen and I was watching something that doesn't require connectivity anyway.
I alighted Saturday at 5AM (I like early starts). Fibre was still down so I repeated the restart procedure with no success. I hotspotted my cell phone and went to the Cool Ideas Client Area. By the time I had logged the ticket, it was ~5:15AM. I got the email confirmation and settled in to wait. Imagine my surprise when 20 minutes later it was all up and running.
I switched to Cool Ideas a few months ago after struggling with my previous ISP which will not be named. Let's just say downtime was a constant and I would feel lucky if I got confirmation of the issue same day, never mind resolution. To be able to log a ticket pre-6AM on a Saturday and get a 20 minute time to resolution, I thank you Cool Ideas. It is clear why you dominate the quarterly rankings.
Thanks
Dennis
I would like to share my support experience with Cool Ideas.
At around 9:30PM on Friday night my fibre went down. Orange instead of green on the router. I performed the standard procedure of powering off both devices and only powering on the router once the WAN indicator showed activity. No luck, it still wasn't working. I wasn't too stressed, these things happen and I was watching something that doesn't require connectivity anyway.
I alighted Saturday at 5AM (I like early starts). Fibre was still down so I repeated the restart procedure with no success. I hotspotted my cell phone and went to the Cool Ideas Client Area. By the time I had logged the ticket, it was ~5:15AM. I got the email confirmation and settled in to wait. Imagine my surprise when 20 minutes later it was all up and running.
I switched to Cool Ideas a few months ago after struggling with my previous ISP which will not be named. Let's just say downtime was a constant and I would feel lucky if I got confirmation of the issue same day, never mind resolution. To be able to log a ticket pre-6AM on a Saturday and get a 20 minute time to resolution, I thank you Cool Ideas. It is clear why you dominate the quarterly rankings.
Thanks
Dennis
