Issues switching over to cool ideas Black friday promotion

Mik500GP

Mik500GP

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Cool Idea's ran a black friday promotion which I signed up for on the 29/11/24. I canceled with my current ISP on the day and they advised that it would take a month to cancel my line. I had advised cool ideas of the cancelation period and received regular comms from them, i was never told that i would lose out on the promotion after a certain time. My line was activated on the 02/01/25, I got a bill for the full amount. I queried this with them and basically was told that this was in the fine print, they also confirmed that other people had a similar experience. I tried to cancel with them and they said that due to the notice period I'd be charged full price! They are making money off of the fine print! Is it realistic to expect people to cancel a line in a few days when your company has a 1 month cancelation policy?
 
Mik500GP said:
Cool Idea's ran a black friday promotion which I signed up for on the 29/11/24. I canceled with my current ISP on the day and they advised that it would take a month to cancel my line. I had advised cool ideas of the cancelation period and received regular comms from them, i was never told that i would lose out on the promotion after a certain time. My line was activated on the 02/01/25, I got a bill for the full amount. I queried this with them and basically was told that this was in the fine print, they also confirmed that other people had a similar experience. I tried to cancel with them and they said that due to the notice period I'd be charged full price! They are making money off of the fine print! Is it realistic to expect people to cancel a line in a few days when your company has a 1 month cancelation policy?
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Hi there, thank you for bringing this to our attention.

Please note, our team is currently looking into your ticket As soon as I have feedback, I will be sure to let you know.

Apologies for any inconvenience caused in this regard.
 
Good day @Mik500GP

I believe our team was able to get this sorted for you, and you are on the Black Friday Deal now.
Please let me know if you require any additional assistance.

EDIT: I see the invoice is still unchanged, I will ask our Billing team to assist in that regard as well
 
Last edited:
CoolEscalator said:
Thank you for confirming.
Our team has also now corrected the invoice accordingly. (2 minutes ago)

I believe all should now be in order :)
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I have the exact same issue, and no one is able to assist. I signed up for the 100/50.

I have pointed out the T's and C's, and I was told that I was wrong. This is heavily poor from Cool Ideas. Probably worst experience from an ISP ever.

I even handed in cancellation as they are not willing to resolve the matter. Cool Ideas does not want to release my line until the end of February. This to me is blatant theft from Cool Ideas. I want my line released at least by the end of January in order to move to another ISP due to a lack of interest and breach of their own T's and C's. I do not feel that this is right on holding me on until then.

Really poor from an ISP, after hearing so many positive things about Cool Ideas.
 
CofiDrnka said:
I have the exact same issue, and no one is able to assist. I signed up for the 100/50.

I have pointed out the T's and C's, and I was told that I was wrong. This is heavily poor from Cool Ideas. Probably worst experience from an ISP ever.

I even handed in cancellation as they are not willing to resolve the matter. Cool Ideas does not want to release my line until the end of February. This to me is blatant theft from Cool Ideas. I want my line released at least by the end of January in order to move to another ISP due to a lack of interest and breach of their own T's and C's. I do not feel that this is right on holding me on until then.

Really poor from an ISP, after hearing so many positive things about Cool Ideas.
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Hi there, apologies if you had a negative experience during this time.
Are you able to quote me a ticket reference for me to check?
 
CoolEscalator said:
Hi there, apologies if you had a negative experience during this time.
Are you able to quote me a ticket reference for me to check?
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Hi There, it is #COOL-20241201-2124699 for the new order, and #COOL-20250110-2290453 for the Cancellation
 
CoolEscalator said:
Thank you very much, let me check this for you
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Hi There,

So I just got a phone call from the lady there (wont mention name on here).

I told her, the special said sign up between the 29th November and 6th December 2024. I signed up on the 2nd December, Cancelled immediately with my other ISP, notified CISP. The special was for New, and Migrating Customers. Im being told the order was placed only on the 2nd January it is not a special anymore. I signed up during the period needed. It does not state that the customer needs to be activated in that period. Again, customers cant cancel a month before black friday specials if they dont know what deal or isp they are planning on moving to.

Im sorry but really, there is still no further resolve on this. You can DM me if you would like my number, but Im really not happy anymore. Considering everything on this, I would rather have my line released, so I can move ISP.
 
HI there, unfortunately I have confirmation from management, that we can't offer the deal to you.
Regarding the cancellation, These restrictions are imposed by the Fibre Provider, and they only offer a Calendars months notice.
There is unfortunately no way around this , and it will only be cancelled end of Feb

5.General Terms:
All sign-ups and migrations are subject to Cool Ideas' standard terms and conditions, as well as Vuma network availability.

I do sicerely apoligize for any inconvenience caused.
 
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