Cool Ideas - appalling service

[Yottlesbaas]

Cool Idea has appalling service for me, I will start from the beginning:

I asked very nicely for Cool to check if there is fibre in the estate I was moving to more than a month before the time in #COOL-20190920-311299, I get told there was all i had to do was sign up. Unfortunately i had to wait a bit before i could sign up as I only moved in end nov

A week and have before I move in I place the order with Cool #COOL-20191118-338025 which was also a process of getting the address right as I got asked for the same address 3 times, I wrote the correct one from the start.

My collage at work also placed an order with vox with octotel as the same time I did and within 2 days the line was installed. So I knew there wasn't a huge delay with octotel at that moment, Thus a week goes by and I ask for an update and just get told it takes 2-3 week

So now we are at the 2-3 weeks, I have cancelled my LTE I was using and I ask nicely for a update again and I get ignored. I finally get hold of an octotel number I can call today and the news I get is that The complex does not have fibre yet as they are waiting for body corporate....

So to my surprise I will not have fibre anytime soon. This was the whole reason I replyed on #COOL-20190920-311299 so that I could know if I should cancell my lte service, now im stuck with no internet and hoping I can get LTE again before the holiday season.

I will never use cool again or recommend your service. All it would of taken was a simple call to Octotel from your side to provide the service. I do understand the normal system saying there is fibre but after a customer does a query cool Ideas can not just ignore them for 3 days.

So I will be opening an account with anybody else.

@PBCool

 

[isie]

Cool Idea has appalling service for me, I will start from the beginning:

I asked very nicely for Cool to check if there is fibre in the estate I was moving to more than a month before the time in #COOL-20190920-311299, I get told there was all i had to do was sign up. Unfortunately i had to wait a bit before i could sign up as I only moved in end nov

A week and have before I move in I place the order with Cool #COOL-20191118-338025 which was also a process of getting the address right as I got asked for the same address 3 times, I wrote the correct one from the start.

My collage at work also placed an order with vox with octotel as the same time I did and within 2 days the line was installed. So I knew there wasn't a huge delay with octotel at that moment, Thus a week goes by and I ask for an update and just get told it takes 2-3 week

So now we are at the 2-3 weeks, I have cancelled my LTE I was using and I ask nicely for a update again and I get ignored. I finally get hold of an octotel number I can call today and the news I get is that The complex does not have fibre yet as they are waiting for body corporate....

So to my surprise I will not have fibre anytime soon. This was the whole reason I replyed on #COOL-20190920-311299 so that I could know if I should cancell my lte service, now im stuck with no internet and hoping I can get LTE again before the holiday season.

I will never use cool again or recommend your service. All it would of taken was a simple call to Octotel from your side to provide the service. I do understand the normal system saying there is fibre but after a customer does a query cool Ideas can not just ignore them for 3 days.

So I will be opening an account with anybody else.

@PBCool

Not cool on Cool ideas to tell you to sign up (which is odd because i've done enquiries with them for friends and family members and they never asked them to sign up until they confirmed their was fibre in the are)
But also, Shouldn't you have checked with the landlord or previous owner (if you purchased) if fibre is indeed available first?

 

[renagade-wolf]

fibre being live in an area and an estate allowing fibre into there premises are two different things and really out of the hands of cool ideas as octotel will show a coverage area, not each house/flats/estate.

I think you should have asked this question to the estate itself as no fibre provider will install without body corporates approval, even if the area is live

 

[Yottlesbaas]

I completely understand the big difference between an area being live and a complex inside the area not due to body corp..
I do know some of this is definitely on me for not actually checking with the body corporate (they are very difficult to get hold of). The land lord was unable to give me an answer unfortunately.

My problem is the service when I asked Cool to just follow up with octotel which I do think is part of their service. I still haven't got a response from anybody at Cool. All im looking for is some level of customer service 3 days with no reply is something I expect from telkom and not a company that is trying to build a customer base. From everything else I have seen Cool is a great company. I have even recommended them to everybody I knew were going to be signing up to fibre.

 

[satanboy]

....
I do know some of this is definitely on me for not actually checking with the body corporate (they are very difficult to get hold of).

Then there is something seriously wrong.

 

[isie]

I completely understand the big difference between an area being live and a complex inside the area not due to body corp..
I do know some of this is definitely on me for not actually checking with the body corporate (they are very difficult to get hold of). The land lord was unable to give me an answer unfortunately.

Your landlord is a member of the body corporate, you got a hold of him - you got a hold of a member of the body corporate.

My problem is the service when I asked Cool to just follow up with octotel which I do think is part of their service. I still haven't got a response from anybody at Cool. All im looking for is some level of customer service 3 days with no reply is something I expect from telkom and not a company that is trying to build a customer base. From everything else I have seen Cool is a great company. I have even recommended them to everybody I knew were going to be signing up to fibre.

Not disagreeing , they should not have asked you to sign up

 

[Yottlesbaas]

Your landlord is a member of the body corporate, you got a hold of him - you got a hold of a member of the body corporate.

This is not true, The body corp. is only a few of the owners of the estate and not every owner. There is a lot of semantics which I can not get into, but for me to ask the body corp anything is a very painful procedure.

In a months or 4 time I might look back on all this and still end up with Cool as I do think this is not the norm for them. But I do wish I had some internet for the first week and a half of Dec.

 

[isie]

This is not true, The body corp. is only a few of the owners of the estate and not every owner.

The body corporate are all of the owners in a complex! Learn the terminology before making assumptions.

You are referring to trustees who are voted to manage the complex on behalf of the rest of the owners- they have no more power then any other owner , they are granted some leeway in making purchased or decisions up to a certain amount -Larger issues like installing fibre needs the majority vote of the complex

You landlord is a member of the body corporate if he owns the unit, if there is a delay in fibre instalation he is part of the reason.

There is a lot of semantics which I can not get into, but for me to ask the body corp anything is a very painful procedure.

Again as mentioned you spoke to your landlord he is a member of the body corporate,

In a months or 4 time I might look back on all this and still end up with Cool as I do think this is not the norm for them. But I do wish I had some internet for the first week and a half of Dec.

Meh if they messed you around go someone else.
Move, your landlord sounds like a piece of work, claims he isnt a member of the body corporate

 

[Yottlesbaas]

Meh if they messed you around go someone else.
Move, your landlord sounds like a piece of work, claims he isnt a member of the body corporate

Haha I cant say that as I would get in a lot of trouble as she is my mother in Law. But the process of getting any technical information/ body corp stuff is a mission. Hence the lots of not stepping on toes. If it was just a landlord t my life would be easier. I also had to wait before order to not step on other family toes. Just a headache in general. But such is life. At least rent is supper cheap so I cant complain too much

 

[isie]

Haha I cant say that as I would get in a lot of trouble as she is my mother in Law. But the process of getting any technical information/ body corp stuff is a mission. Hence the lots of not stepping on toes. If it was just a landlord t my life would be easier. I also had to wait before order to not step on other family toes. Just a headache in general. But such is life. At least rent is supper cheap so I cant complain too much

renting from the inlaws

 

[PBCool]

Sorry to hear of your frustration, what happens with this sometimes is that Octotel will incorrectly have that estate as active on their map. So when you enquire it will appear as available but when applying with Octotel they would respond stating they are awaiting on body corporate.

But let me investigate and see what transpired.