Cool Ideas, My first experience

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Brainflux117

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Router was delivered 2 days late. I let it slide, was happy to be with a new ISP after webafricas borderline torture of client abuse.

Quite honestly everything since then has been downhill.

Phone support, can't hear, get hung up on.

Phone support, log complaint, Telkom never shows. Internet returns for an hour or two before going completely offline again.

Phone support, get told rudely that I should have mobile data to check their page for outages instead of asking their support if there are any outages. Ummmm, Like wtf?

...

Have spent around 20% of this month offline so far, Mr cool ideas I'm really hoping (inviting) you to step in here and save your companies rep.
 
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Sorry to hear of your frustration thus far, please let me have a support ref so I can investigate?
 
Offline pretty much the entire day today, phoned this morning at 10am, they were apparently sending someone but yeah, that didn't happen, again.

Reference num is COOL-20210728-735062 - Ticket logged with openserve is 65BWK270721
 
Stewie said:
Offline pretty much the entire day today, phoned this morning at 10am, they were apparently sending someone but yeah, that didn't happen, again.

Reference num is COOL-20210728-735062 - Ticket logged with openserve is 65BWK270721
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Thanks if Openserve didn't pitch up we need to know about this. I obviously cannot escalate the case as this point. But at least have the ref to manage the resolution, thanks.
 
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There was a call/ticket lodged +-4 days ago and no one pitched (it started working again for a few hours that day).

This is a 2nd ticket that was lodged yesterday and am still waiting and still offline with you guys.

Something like 25% downtime this month, doesn't really seem acceptable.
 
As an ex-Openserve client, I can attest that when it works it gives very few hassles.

Openserve when it gives hassles is a PITA (as you’re seeing) and even the ISP struggles.
 
Yeah, this was the point of my question on another thread. It's not "REALLY" Cool ideas fault of the fibre provider's service is shite! in my instance, I know the rubbish is Frogfoot's problem, but a little arse to blame or know Coolideas imo.
 
Off-line yet again.
PBCool said:
Thanks if Openserve didn't pitch up we need to know about this. I obviously cannot escalate the case as this point. But at least have the ref to manage the resolution, thanks.
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Had a phone call from someone on the 31st saying he was from telkom and it was fixed.

And we're offline, AGAIN.

Still no one has come to actually look at the line.

It's not "really" cool ideas fault then whose is it?

At the end of the day, I'm paying over a thousand bucks a month, and am sitting disconnected the majority of the time, and after multiple weeks of complaining (first non-publically, now publicly), still haven't had anyone come test anything out.

No, Cool Ideas is definitely at fault here, no matter how you try spin this.
 
Stewie said:
Off-line yet again.

Had a phone call from someone on the 31st saying he was from telkom and it was fixed.

And we're offline, AGAIN.

Still no one has come to actually look at the line.

It's not "really" cool ideas fault then whose is it?

At the end of the day, I'm paying over a thousand bucks a month, and am sitting disconnected the majority of the time, and after multiple weeks of complaining (first non-publically, now publicly), still haven't had anyone come test anything out.

No, Cool Ideas is definitely at fault here, no matter how you try spin this.
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Hi sorry to hear Openserve has let you down yet again, I am escalating once again.
 
I believe your line is back up?
 
Unfortunately always some one experience bad or no service.

Thats me. After 3 weeks nothing. Zip. Uploaded required photos of old fibre installation multiple times, just to get same reply asking for that detail.

Its like email to a nobody the other side. I even asked to phone if they not clear, cant even do that

Ticket now 3 weeks open, eish.

Looking elsewhere ...

COOL-20210817-750717




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rootZA said:
Unfortunately always some one experience bad or no service.

Thats me. After 3 weeks nothing. Zip. Uploaded required photos of old fibre installation multiple times, just to get same reply asking for that detail.

Its like email to a nobody the other side. I even asked to phone if they not clear, cant even do that

Ticket now 3 weeks open, eish.

Looking elsewhere ...

COOL-20210817-750717​

​

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Apologies, that's not acceptable. I have escalated this to Perone who will address the issue, and see where it fell through the cracks.
 
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