Cool Ideas Fibre ISP - Feedback

[WickedP3NGU1N]

You just gave them the idea yourself since you just mentioned you get more then line speed on local speedtests

Good point ! I am officially screwed now...

 

[kripstoe]

So you find it acceptable that CI have given no feedback today ?

It's not new. I posted this in Jan.

...too many support (on and off this forum) requests to handle. Support has beem below average for a while now, so with recent issues it's not really suprising. Two directors with responsibilities other than supporting the forum, just does not scale.

But what do I know. A couple of pages ago I was critizied for "moaning" unnecessarily, because directors give support on this forum.

 

[Bleach999]

I think this is a classic case of PR is more important than service delivery sometimes. Communication is key in managing expectations with clients. People just want to know that their problems are heard especially considering the terrible ISP's we've all came from its very understandable how quickly frustration builds.

I haven't done extensive testing but my packet loss is seemingly gone. Gaming will be the true test.

 

[TheRoDent]

Upgraded from 10 to 100

Any reason it doesn't go all the way to 100?

Blitzfibre

Maybe don't test on wifi

 

[crawler]

They will probably claim its close enough, if I scale my speeds to yours.

I had a 20 and never got more than 18.5, was told it was close enough by Retentions guys, asked if I can pay 90% of monthly charge and tell them its close enough.

They sent confirmation of cancellation, collected router this morning. But have not released my line yet.

On my 10/10 line I got 11/12 speedtests, which was great

Will try a few other servers

 

[crawler]

Maybe don't test on wifi

All my equipment except for dvr is connected through wifi

Should you guys have supplied a better router then?

 

[CRE4MPIE]

All my equipment except for dvr is connected through wifi

Should you guys have supplied a better router then?

WiFi will generally give you intermittent speeds based on the rest of the equipment connected.If you wanted better WiFi you should look at getting something other than the standard routers supplied by ISPs ( which for the most part work just fine )

I upgraded to Ubiquity Unify AC LR APs throughout the house to make sure I get good coverage whereever i move and all my devices get the best possible experience.

CP out

 

[zolly]

WiFi will generally give you intermittent speeds based on the rest of the equipment connected.If you wanted better WiFi you should look at getting something other than the standard routers supplied by ISPs ( which for the most part work just fine )

I upgraded to Ubiquity Unify AC LR APs throughout the house to make sure I get good coverage whereever i move and all my devices get the best possible experience.

CP out

If you have spare plugs you can use a powerline network as well. That's solved a HUGE amount of my networking related issues.

 

[sand_man]

It's interesting but they don't have Openserve unfortunately.

Home-connect

This is what an ISP with an efficient support team looks like https://www.hellopeter.com/home-connect

 

[semaphore]

All my equipment except for dvr is connected through wifi

Should you guys have supplied a better router then?

The router they supplied me was utter crap

 

[zolly]

Or perhaps the company can fix their network and problems and actually deliver the service they're selling? Why should us as customers have to incur extra fee's due to the incompetence of CI?

From what it sounds like you have little or no options in terms of fiber ISPs, which yeah, really sucks. Octotel in my area has dozens of options so if service goes to pot I will jump ship at the first chance. As long as things are good for me I'll support CI but I'm not married to any of these companies.

That being said, I'd love to know what some of the most vocal people here have done or do for a living. Just wondering because I've been in retail/service related jobs and I have the utmost sympathy for people "behind the counter". So many problems take time to address, and can even be completely out of your hands to fix, but it's easy to spot the people who've never been in your shoes: they're usually the ones complaining about it most bitterly.

Not saying that that's the case here, but it might be.

 

[semaphore]

From what it sounds like you have little or no options in terms of fiber ISPs, which yeah, really sucks. Octotel in my area has dozens of options so if service goes to pot I will jump ship at the first chance. As long as things are good for me I'll support CI but I'm not married to any of these companies.

Correct I don't CI is the best of a very bad bunch of options, but I'm not even contemplating the worst options now.

That being said, I'd love to know what some of the most vocal people here have done or do for a living. Just wondering because I've been in retail/service related jobs and I have the utmost sympathy for people "behind the counter". So many problems take time to address, and can even be completely out of your hands to fix, but it's easy to spot the people who've never been in your shoes: they're usually the ones complaining about it most bitterly.

Not saying that that's the case here, but it might be.

You're acting as if we should feel bad for them? When we're paying a premium every month and expect COMMUNICATION. This what it boils down too.

 

[kripstoe]

So many problems take time to address, and can even be completely out of your hands to fix...

So you just say nothing to the customer while it takes time to address? Just keep them guessing?

 

[Looney]

Still no response from Cool Ideas. Worst ISP I have ever dealt with. I'll never sign up again with Cool Ideas.

 

[Jordan_Za]

From what it sounds like you have little or no options in terms of fiber ISPs, which yeah, really sucks. Octotel in my area has dozens of options so if service goes to pot I will jump ship at the first chance. As long as things are good for me I'll support CI but I'm not married to any of these companies.

That being said, I'd love to know what some of the most vocal people here have done or do for a living. Just wondering because I've been in retail/service related jobs and I have the utmost sympathy for people "behind the counter". So many problems take time to address, and can even be completely out of your hands to fix, but it's easy to spot the people who've never been in your shoes: they're usually the ones complaining about it most bitterly.

Not saying that that's the case here, but it might be.

I'm an IT Manager in the finance industry. I can tell you if our 1st line support/service was like this, we'd be out of business.
It is not up to the customer to manage their own expectations in the service industry.
The Company must manage expectations on behalf of their clients.

If something is going to take 5 days, you tell the client 5 days, and if it hasn't happened, you communicate such on the 5th day. Then ask for humbly for another 5, and perhaps even provide a nice copy paste script as to why the need for the additional time is required.

Perhaps, as PBCool has alluded to before, their support desk software is letting them down, but the first thing I would do is have two 1st line people working bottom to top on follow ups, perhaps their system has no follow up date? or the reporting is non-existent. *shrug*

The second thing I would do is assign resource pools/projects to an FNO+Area and auto respond to all tickets that support place in those pools, when there is news, or perhaps a daily, "we don't have anything to report yet". Again, clients expectations managed, with minimal effort.

Everyone that is sitting back saying people are overreacting are either hitting the Durban poison hard, or haven't had to deal much with CISP support, In March I spent more money in airtime holding in queues, than I did on data bundles. This last issue, I loaded a ticket, phoned in 24hrs later (because no one had responded), got told that they're going to jump right on it but I need to send n00b screenshots, which I did, and the ticket hasn't been touched since the 26th. I've replied giving as much info as I possibly can. silence.
I PM'd PBCool, he said Mdu is investigating, I have not heard from Mdu at all.

It's tough to load the website, or get a Facebook wall post stating "Best ISP" blah blah, when you're on the receiving end of this level of service.

 

[jannier]

Still no response from Cool Ideas. Worst ISP I have ever dealt with. I'll never sign up again with Cool Ideas.

Your ticket will be in a queue, everytime you respond to a ticket it moves to the back of the line. For urgent attention you will have to phone in.

 

[Looney]

Your ticket will be in a queue, everytime you respond to a ticket it moves to the back of the line. For urgent attention you will have to phone in.

Well I didn't log a ticket. I just mailed their accounts department cc'd PBCool. Thats what he said I should do. So I did it.

 

[jannier]

Well I didn't log a ticket. I just mailed their accounts department cc'd PBCool. Thats what he said I should do. So I did it.

Then they still working through all there emails since accounts is not open over weekends. Again a phone call might speed up the process.

 

[Looney]

Then they still working through all there emails since accounts is not open over weekends. Again a phone call might speed up the process.

Yeah I spoke to someone but she's putting me through to someone else who will probably put me through to someone else and so the cycle continues. Currently 4 in line with 9 minutes

 

[Johnatan56]

Your ticket will be in a queue, everytime you respond to a ticket it moves to the back of the line. For urgent attention you will have to phone in.

Seems like it.

Will have to go check cancellation fee/cost of moving ISP again if it's not sorted when I get home. Can't deal with this.