Escalations and Signup contacts.

TheRoDent

TheRoDent

Cool Ideas Rep
Joined
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I'd like to introduce @CoolEscalator and @CoolConnect from the Cool Ideas team.

They can assist you if you have a ticket reference or contact details, so please provide your details when requested.

@CoolEscalator is our support escalations contact, for issues such as line down, or support tickets not being resolved.

@CoolConnect is for installation order, signup and upgrade/downgrade assistance escalations.
 
TheRoDent said:
I'd like to introduce @CoolEscalator and @CoolConnect from the Cool Ideas team.

They can assist you if you have a ticket reference or contact details, so please provide your details when requested.

@CoolEscalator is our support escalations contact, for issues such as line down, or support tickets not being resolved.

@CoolConnect is for installation order, signup and upgrade/downgrade assistance escalations.
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Can @CoolConnect please take a look at my DM and kindly assist me.
 
Hi escalations, could you please supply feedback for call reference
(#COOL-20230607-1295841. I have had NO feedback since the call was logged yesterday afternoon!
 
lkswan747 said:
Hi escalations, could you please supply feedback for call reference
(#COOL-20230607-1295841. I have had NO feedback since the call was logged yesterday afternoon!
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Hi apparently area outage is still ongoing.
 
Hi. I signed up for CI fibre some 2 weeks ago, Vuma arial. Needed fiber installation. Was told my address cannot be found and that this has been escalated with Vuma but have heard nothing in 2 weeks. Please assist. I really don't know what to do.
#COOL-20230601-1284423
 
NyxNight said:
Hi. I signed up for CI fibre some 2 weeks ago, Vuma arial. Needed fiber installation. Was told my address cannot be found and that this has been escalated with Vuma but have heard nothing in 2 weeks. Please assist. I really don't know what to do.
#COOL-20230601-1284423
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Hi @NyxNight. Apologies for the delays.

We have followed up with our Connect department. Someone should contact you with feedback first thing tomorrow.
 
Hi @CoolConnect / @PBCool,

I convinced my brother to join the Cool side but the inactivity on COOL-20230929-1473707 is gut-wrenching.

Are you able to help us drive that to resolution?
 
Anonymous™ said:
Hi @CoolConnect / @PBCool,

I convinced my brother to join the Cool side but the inactivity on COOL-20230929-1473707 is gut-wrenching.

Are you able to help us drive that to resolution?
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Hi , Our team has been in contact with your brother, and have explained what is needed for the way forward.
Please let us know if you need anything else.
 
Hi I have an interesting one and wondered if someone could help shed some light here.

My order #COOL-20231001-1474795
was place a month ago (1st Oct) and since then Openserve has seemingly taken over an ont in our house that is being used for an estate intercom system which belongs to another isp that services this estate. I did specifically ask for a site inspection and installation which was ignored.

Getting any forward movement has been sedentary at best.

Please help @CoolConnect @CoolEscalator @PBCool if you can.
 
Yanko said:
Hi I have an interesting one and wondered if someone could help shed some light here.

My order #COOL-20231001-1474795
was place a month ago (1st Oct) and since then Openserve has seemingly taken over an ont in our house that is being used for an estate intercom system which belongs to another isp that services this estate. I did specifically ask for a site inspection and installation which was ignored.

Getting any forward movement has been sedentary at best.

Please help @CoolConnect @CoolEscalator @PBCool if you can.
Click to expand...
Team will have a look in the am.
 
Yanko said:
Hi I have an interesting one and wondered if someone could help shed some light here.

My order #COOL-20231001-1474795
was place a month ago (1st Oct) and since then Openserve has seemingly taken over an ont in our house that is being used for an estate intercom system which belongs to another isp that services this estate. I did specifically ask for a site inspection and installation which was ignored.

Getting any forward movement has been sedentary at best.

Please help @CoolConnect @CoolEscalator @PBCool if you can.
Click to expand...
Just to reply to this. The problem still persists and no communication has been made in attempt to gain some forward movement.

Something is really off here.
 
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