LLoydizle
Senior Member
On the 10th of March, I made a call to Cool Ideas saying that there is a problem with my line as it keeps disconnecting and I need someone to come over and take a look at it. On the 13th of March, I got added into a conference call with someone from CISP and TT Connect stating that we will go through troubleshooting steps and that someone will come to my premises to run tests. That never happened. Reported that to CISP and nothing. This went on for 4 days.
On the 14th of March, I get a response to my ticket saying that the manager of CISP will look into it, which I then get a response back (after constantly asking for one) saying that my line is "fine", which I find to be strange as my speeds are absolutely terrible along with my pings and jitter and I STILL keep getting random disconnects.
I get asked to do speed tests which I can't really do since my line goes down and I can't predict when the huge speed drops that I get (my 20mbps line goes down to about 2mbps) and when it does happen, my line ends up going going off after. Also, a lot of times, Speedtests gives me an error when testing, so I can't give them results.
I keep trying for about two weeks and I send a message back on the 22nd of March stating that I can't give you results cause my line keeps disconnecting. I ONLY get a response on the 2nd of April (and I got a reponse because I had to call CISP) with the response saying "My manager will arrange with TT Connect to have a tech on site the same time as one of our techs. We will inform you as soon as we have confirmation". That was on the 6th of April. It's now the 14th of April and nothing!
On the 3rd of April, i actually emailed your manager, Leeroy stating my problems and stating how its being going on for so long and nobody is even bothering to fix my line and to my surprise, I get NO response back!
I call you guys today becuase I am fedup and I just want to report both CISP and TT Connect to ICASA, but I get no reference number. Only a "We will have to call you back to sort it out". I then say no, I want to report you guys as I keep getting false promises from Cool Ideas who will do absolutely nothing except take my money! I asked to talk to a manager, I get put on hold for 5 minutes and then get told that they will call me back. I asked for someone higher than the rep, I get put on hold for another 5 minutes at whch point I actually ran out of minutes on my phone and my call gets cut (this was about 30 minutes ago and nobody still even bothered to call me back when the line abruptly just cut while I was on hold)!
To the Cool Ideas rep on this forum. I joined you guys a year ago due to all the good feedback from others here and it was going well. But now it just feels like you decide to take my money and not bother with the quality of service. The only time I get ANY type of feedback is if I call YOU. Not the other way around and thats messed up!
And yes, TT Connect are a problem. I know this. But that is NOT my problem. It is Cool Ideas problem! I pay you guys money! and part of that payment is for helping ME get my money's worth out of your packages. I shouldn't have to call you guys to get feedback! I shouldn't have to deal with crappy interenet for OVER A MONTH with you guys doing NOTHING about it! I shouldn't have to have a crappy customer service! It is YOUR responsibilty to work with TT Connect to fix my line! and I can tell you now, you have being doing a TERRIBLE job so far!
To me, it feels like your good reputation has gotten to your head and you have forgotten that its us, YOUR CUSTOMERS that actually make your business run!
It's been 6 and a half weeks since I reported my issue (which still occurs) and the lack of help that I have been getting to fix this issue is asolutely ridicolous.
So well done in making an angry and disappointed customer.
On the 14th of March, I get a response to my ticket saying that the manager of CISP will look into it, which I then get a response back (after constantly asking for one) saying that my line is "fine", which I find to be strange as my speeds are absolutely terrible along with my pings and jitter and I STILL keep getting random disconnects.
I get asked to do speed tests which I can't really do since my line goes down and I can't predict when the huge speed drops that I get (my 20mbps line goes down to about 2mbps) and when it does happen, my line ends up going going off after. Also, a lot of times, Speedtests gives me an error when testing, so I can't give them results.
I keep trying for about two weeks and I send a message back on the 22nd of March stating that I can't give you results cause my line keeps disconnecting. I ONLY get a response on the 2nd of April (and I got a reponse because I had to call CISP) with the response saying "My manager will arrange with TT Connect to have a tech on site the same time as one of our techs. We will inform you as soon as we have confirmation". That was on the 6th of April. It's now the 14th of April and nothing!
On the 3rd of April, i actually emailed your manager, Leeroy stating my problems and stating how its being going on for so long and nobody is even bothering to fix my line and to my surprise, I get NO response back!
I call you guys today becuase I am fedup and I just want to report both CISP and TT Connect to ICASA, but I get no reference number. Only a "We will have to call you back to sort it out". I then say no, I want to report you guys as I keep getting false promises from Cool Ideas who will do absolutely nothing except take my money! I asked to talk to a manager, I get put on hold for 5 minutes and then get told that they will call me back. I asked for someone higher than the rep, I get put on hold for another 5 minutes at whch point I actually ran out of minutes on my phone and my call gets cut (this was about 30 minutes ago and nobody still even bothered to call me back when the line abruptly just cut while I was on hold)!
To the Cool Ideas rep on this forum. I joined you guys a year ago due to all the good feedback from others here and it was going well. But now it just feels like you decide to take my money and not bother with the quality of service. The only time I get ANY type of feedback is if I call YOU. Not the other way around and thats messed up!
And yes, TT Connect are a problem. I know this. But that is NOT my problem. It is Cool Ideas problem! I pay you guys money! and part of that payment is for helping ME get my money's worth out of your packages. I shouldn't have to call you guys to get feedback! I shouldn't have to deal with crappy interenet for OVER A MONTH with you guys doing NOTHING about it! I shouldn't have to have a crappy customer service! It is YOUR responsibilty to work with TT Connect to fix my line! and I can tell you now, you have being doing a TERRIBLE job so far!
To me, it feels like your good reputation has gotten to your head and you have forgotten that its us, YOUR CUSTOMERS that actually make your business run!
It's been 6 and a half weeks since I reported my issue (which still occurs) and the lack of help that I have been getting to fix this issue is asolutely ridicolous.
So well done in making an angry and disappointed customer.
Last edited:
