When we did our research in choosing a service provider, we found positive reviews for Cool Ideas and decided to go with them.
I am posting this so anyone thinking of going with them has a fuller picture what to expect.
We wanted to be up and running when the area went live, and spoke to Cool Ideas to get this done. They said all that we needed was the TP from Metrofibre, however when it was live they then told us that we need to have an ONT installed. We had an address issue and stated clearly several times on calls and e-mails what the issue was but it took me calling Metrofibre and getting them in touch with Cool Ideas in order to resolve it. Not sure why I am supposed to do this when it is their job to speak to each other?
Throughout this process I found that speaking to agents, they either didn't care or couldn't understand what was needed. Fortunately, I did find that speaking to a supervisor or the odd agent who was good, did yield results.
All these issues and others meant that instead of being up and running at the beginning of December, we were only activated on 5/01/2022. We sat without internet through the Christmas period as, believing them when they said we would be connected, we had cancelled our previous provider!
Imagine my surprise today when I get a threatening e-mail from them that we are going to be cut off if we don't pay the bill by the end of the week, even though we didn't even receive an invoice yet. Also, we are being billed from 4/01/2022 when we were not even connected.
Our speed has been good and in terms of the actual connection, we haven't had any issues, although we have only been connected for 5 days, so touch wood.
Any advise for dealing with them in the future, or should I resign myself to my hair going grey?
I am posting this so anyone thinking of going with them has a fuller picture what to expect.
We wanted to be up and running when the area went live, and spoke to Cool Ideas to get this done. They said all that we needed was the TP from Metrofibre, however when it was live they then told us that we need to have an ONT installed. We had an address issue and stated clearly several times on calls and e-mails what the issue was but it took me calling Metrofibre and getting them in touch with Cool Ideas in order to resolve it. Not sure why I am supposed to do this when it is their job to speak to each other?
Throughout this process I found that speaking to agents, they either didn't care or couldn't understand what was needed. Fortunately, I did find that speaking to a supervisor or the odd agent who was good, did yield results.
All these issues and others meant that instead of being up and running at the beginning of December, we were only activated on 5/01/2022. We sat without internet through the Christmas period as, believing them when they said we would be connected, we had cancelled our previous provider!
Imagine my surprise today when I get a threatening e-mail from them that we are going to be cut off if we don't pay the bill by the end of the week, even though we didn't even receive an invoice yet. Also, we are being billed from 4/01/2022 when we were not even connected.
Our speed has been good and in terms of the actual connection, we haven't had any issues, although we have only been connected for 5 days, so touch wood.
Any advise for dealing with them in the future, or should I resign myself to my hair going grey?
