Cool Ideas Fibre ISP - Feedback

[PBCool]

Why does it take so long to get connected? Nano Fibre installed my termination point and ONT on Wednesday but it still shows no Broadband and no Service. CISP advises 2-4 business days before any connectivity. Everybody else seems to be hooked up the same day they install the ONT.

Just hoping to cancel my ADSL before the end of July still...

It depends on the fibre provider unfortunately, sometimes there are technical challenges etc.

 

[Glen1984]

Just wanted to say that I am grossly disappointed with the service of Cool Ideas. I went with them based on good feedback yet the service has been below par. Firstly, they claimed that I collected my router yet I hadn’t even been to their office before, nor signed for anything (after opting for courier delivery)?? Secondly, when this was resolved (they had the wrong address and wrong customer which caused the confusion), I was assured that the router would be delivered to me on Friday/Today. After waiting at home the entire day, I called Eulacia at cool ideas at 3 to confirm that the courier was coming - she said yes they were. At 4:30 I called her again to ask where they were, she said that she forgot to let me know that the courier isn’t coming anymore???? WTF. Totally wasted my time today. Really disappointed customer!!!

 

[ryanrich]

It depends on the fibre provider unfortunately, sometimes there are technical challenges etc.

Well my provider is Frogfoot, they advised on Monday that the area is "live" and they installed my ONT and connected everything on Wednesday, so not sure what the "technical challenges" are, but I will wait... Not sure which side the hold up us since nobody gets back to me from either side.

 

[gfmalan]

Just wanted to say that I am grossly disappointed with the service of Cool Ideas. I went with them based on good feedback yet the service has been below par. Firstly, they claimed that I collected my router yet I hadn’t even been to their office before, nor signed for anything (after opting for courier delivery)?? Secondly, when this was resolved (they had the wrong address and wrong customer which caused the confusion), I was assured that the router would be delivered to me on Friday/Today. After waiting at home the entire day, I called Eulacia at cool ideas at 3 to confirm that the courier was coming - she said yes they were. At 4:30 I called her again to ask where they were, she said that she forgot to let me know that the courier isn’t coming anymore???? WTF. Totally wasted my time today. Really disappointed customer!!!

Please use paragraphs.

I would suggest two things:
1) Let the courier deliver the router at your office or a place where someone would be in anyway from 8-5.
2) Buy your own router.

I think you are directing your disappointment at the wrong company. How do you expect a admin person to know where a driver find himself?

There have to be a reason that so many people are happy with CISP, as you mentioned.
I’m a happy customer, using my own router, I told the person when I signed up to keep the router, and on the control panel show router were send to me, so that is a website issue I guess.

Hope when you use the actual service, you would be happy as most of us are.

 

[PBCool]

Just wanted to say that I am grossly disappointed with the service of Cool Ideas. I went with them based on good feedback yet the service has been below par. Firstly, they claimed that I collected my router yet I hadn’t even been to their office before, nor signed for anything (after opting for courier delivery)?? Secondly, when this was resolved (they had the wrong address and wrong customer which caused the confusion), I was assured that the router would be delivered to me on Friday/Today. After waiting at home the entire day, I called Eulacia at cool ideas at 3 to confirm that the courier was coming - she said yes they were. At 4:30 I called her again to ask where they were, she said that she forgot to let me know that the courier isn’t coming anymore???? WTF. Totally wasted my time today. Really disappointed customer!!!

Sorry about that, it isn't the norm I can assure you. Please PM me your account name so I can investigate.

 

[PBCool]

Well my provider is Frogfoot, they advised on Monday that the area is "live" and they installed my ONT and connected everything on Wednesday, so not sure what the "technical challenges" are, but I will wait... Not sure which side the hold up us since nobody gets back to me from either side.

Frogfoot has massive delays, they are one of the slowest providers to deliver and to respond. Our portion is simply issuing you an account once the line is ready so there is no holdup from our end. Let me know if by Tuesday the line isn't active as yet.

 

[SeaSickMama]

Just wanted to say that I am grossly disappointed with the service of Cool Ideas. I went with them based on good feedback yet the service has been below par. Firstly, they claimed that I collected my router yet I hadn’t even been to their office before, nor signed for anything (after opting for courier delivery)?? Secondly, when this was resolved (they had the wrong address and wrong customer which caused the confusion), I was assured that the router would be delivered to me on Friday/Today. After waiting at home the entire day, I called Eulacia at cool ideas at 3 to confirm that the courier was coming - she said yes they were. At 4:30 I called her again to ask where they were, she said that she forgot to let me know that the courier isn’t coming anymore???? WTF. Totally wasted my time today. Really disappointed customer!!!

This is not a rant channel for a 1 time poster, the fact that you stayed at home waiting for the courier is your own fault. this is the same with takealot or any company really stupid to be honest that you would waste a day waiting for a delivery sound like a child on Christmas day at the tree. Should have had it sent to your work or something along those lines. Dont take your petty crap out on them, second the courier isnt in their office, no matter who the courier is when you call them they just gonna say what the tracking says which is delivery out for today etc. Once your get your router you will be happy with CISP you actually get what you paid for unlike other ISP's

 

[RedViking]

This is not a rant channel for a 1 time poster, the fact that you stayed at home waiting for the courier is your own fault. this is the same with takealot or any company really stupid to be honest that you would waste a day waiting for a delivery sound like a child on Christmas day at the tree. Should have had it sent to your work or something along those lines. Dont take your petty crap out on them, second the courier isnt in their office, no matter who the courier is when you call them they just gonna say what the tracking says which is delivery out for today etc. Once your get your router you will be happy with CISP you actually get what you paid for unlike other ISP's

If this was Afrihost you would have wet your panties. The person has a valid complaint and has the right to express it. Cool Ideas responded and hopefully find a solution.

 

[VegOtter]

Awesome.

[MENTION=394133]PBCool[/MENTION]

Wow, thank you for sorting the OpenServe issue. Played the entire night on various games and they all ran buttery smooth. I will definitely be staying on. Will log a call to cancel the cancellation on Monday.

Thanks for keeping your word and actually fixing the problem, unlike other ISP's that say they will resolve issues, but never do.

Kudos

 

[Glen1984]

This is not a rant channel for a 1 time poster, the fact that you stayed at home waiting for the courier is your own fault. this is the same with takealot or any company really stupid to be honest that you would waste a day waiting for a delivery sound like a child on Christmas day at the tree. Should have had it sent to your work or something along those lines. Dont take your petty crap out on them, second the courier isnt in their office, no matter who the courier is when you call them they just gonna say what the tracking says which is delivery out for today etc. Once your get your router you will be happy with CISP you actually get what you paid for unlike other ISP's

Firstly, what has my post count got to do with anything? Because I am not a keyboard worrier I can’t raise my view?

Secondly, this topic is feedback to Cool Ideas which is a platform to raise your concerns or compliments. In my case, it’s my concerns.

Thirdly, I have been given the run around for 2 weeks now with regards to the delivery of my router. I was told I ‘collected’ it yet I didn’t and then Cool Ideas assured me that my router would be delivered on Friday. I had to call twice to find out where the courier was and if they were still coming?


So show that you slightly educated and let people express their views without getting personal.

 

[Glen1984]

Sorry about that, it isn't the norm I can assure you. Please PM me your account name so I can investigate.

Thanks, will do

 

[nk1]

Next step is going back to MFN for feedback which I have already done. Obviously congestion on that portion of their network.

[MENTION=394133]PBCool[/MENTION], what is the latest. Support has indicated this is a wider problem on MFN with others experiencing the same congestion (shaping). It’s 2 weeks now and still nothing positive! I.m seriously frustrated with the lack of progress.

 

[PBCool]

[MENTION=394133]PBCool[/MENTION], what is the latest. Support has indicated this is a wider problem on MFN with others experiencing the same congestion (shaping). It’s 2 weeks now and still nothing positive! I.m seriously frustrated with the lack of progress.

Last update is they are still investigating, I have escalated daily with MFN. We are super frustrated as well. As soon as I have anything relative as feedback I will share it. I will try and push for something on Monday again.

 

[ryanrich]

Frogfoot has massive delays, they are one of the slowest providers to deliver and to respond. Our portion is simply issuing you an account once the line is ready so there is no holdup from our end. Let me know if by Tuesday the line isn't active as yet.

Cool, thanks, will do!

 

[nk1]

Last update is they are still investigating, I have escalated daily with MFN. We are super frustrated as well. As soon as I have anything relative as feedback I will share it. I will try and push for something on Monday again.

Okay, thank you.

 

[Koosvanwyk]

Great post.

But another thing the European ISPs have an advantage, is that the customer routers are managed by the ISP, which means the ISP has the ability to remotely log in to the router, and conduct tests themselves. In SA the ISPs have nothing like that, so the onus is then on the customer to do the tests. In SA, customers like managing their routers themselves mostly, so its a barrier ISPs will have to overcome, to be able to do the tests on behalf of the customer.

[MENTION=109141]macedon[/MENTION]

It is rather easy to make your router accessible via the internet. I am not with Cool Ideas, but have given my ISP access to my router a few times

 

[KillerX]

Anyone else got issues on TTConnect in Bedfordview Area via Cool Ideas?

Really slow speeds last few days. Even getting some packet loss. Logged a ticket, but wondering if its just me.

20Mb Line, Speed test download at 3.5Mb

Pinging www.google.co.za [216.58.223.3] with 32 bytes of data:
Reply from 216.58.223.3: bytes=32 time=17ms TTL=58
Reply from 216.58.223.3: bytes=32 time=21ms TTL=58
Reply from 216.58.223.3: bytes=32 time=16ms TTL=58
Request timed out.

 

[SeaSickMama]

Firstly, what has my post count got to do with anything? Because I am not a keyboard worrier I can’t raise my view?

Secondly, this topic is feedback to Cool Ideas which is a platform to raise your concerns or compliments. In my case, it’s my concerns.

Thirdly, I have been given the run around for 2 weeks now with regards to the delivery of my router. I was told I ‘collected’ it yet I didn’t and then Cool Ideas assured me that my router would be delivered on Friday. I had to call twice to find out where the courier was and if they were still coming?


So show that you slightly educated and let people express their views without getting personal.

You got some educated typos you need to sort out. Childlike! Got an issue PM PB and he will attend to it with regarding to that type of matter it’s not a speed matter or something which others can give advice on. As for the courier try see where the problem came about so that it doesn’t happen again, in the real world nothing is perfect. They use Fedex if I recall who are pretty decent at instructions

 

[PBCool]

It is rather easy to make your router accessible via the internet. I am not with Cool Ideas, but have given my ISP access to my router a few times

Access to the router only helps so much, to do throughput tests etc it's almost impossible to get from the small CPUs they have, you can tweak wireless etc. Realistically if the layer2 network works and your ISPs network is functioning correctly the service will work.

 

[PBCool]

Anyone else got issues on TTConnect in Bedfordview Area via Cool Ideas?

Really slow speeds last few days. Even getting some packet loss. Logged a ticket, but wondering if its just me.

20Mb Line, Speed test download at 3.5Mb

Pinging www.google.co.za [216.58.223.3] with 32 bytes of data:
Reply from 216.58.223.3: bytes=32 time=17ms TTL=58
Reply from 216.58.223.3: bytes=32 time=21ms TTL=58
Reply from 216.58.223.3: bytes=32 time=16ms TTL=58
Request timed out.

We have had a lot of reports of issues on TTConnects network today. We are awaiting feedback. Probably a failed primary path or the like.