Please Rate Cool Ideas

Rate Cool Ideas, based on value-for-money, network quality, and general service satisfaction.

  • Excellent

    Votes: 133 51.2%

  • Good

    Votes: 72 27.7%

  • Average

    Votes: 29 11.2%

  • Poor

    Votes: 8 3.1%

  • Pathetic

    Votes: 18 6.9%
  • Total voters
    260
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1. Their service is offered 24x7, yet the call centre for logging outages stops at 7 or 8pm and you get an automated response and can't log a call.
2. They blame the network provider (almost all the time)
3. Their phones NEVER work (extremely poor voice quality with their VoIP and they ALWAYS have to call you back). This is EXTREMELY irritating, as they have done nothing about this issue in over a year.
4. There is zero monitoring on any of the backbones and zero communication. Very reactive service and you as the customer always have to let them know when there is an outage.

Having said that, when it does work, it works very well. They are quick to get it back up, when there is an outage, but communication badly lacking for backbone (network provider) outages as well as updates during this outage.
 
The on-boarding process is annoying they took over 7 weeks to installation. Otherwise no issues so far
 
rpm said:
We are doing a forum survey on how happy subscribers are with their ISP, and it will be great if you can rate Cool Ideas based on value-for-money, network quality, and general service satisfaction.

Also please tell us what Cool Ideas does well, and where they can improve, by positing in this thread.
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Cool Ideas could have tech support on for longer
 
I have only been with them for just under a month. Activation between the fiber provider and CoolIdeas caused me some confusion. I asked a dum question got a dum answer. I got irate phoned cool ideas and even though I am fairly sure the person on the other side realised I was at fault for not understanding the process she was extremely helpful. Walked me through the process and I was up and running within 5 minutes. Professionalism to the extreme. Wish I had remembered to take her name down as I would have loved to send a very complementary email to her boss.
I had some issues this past week with latency and speed issues during the load shedding. Once again contacted support, received some very good advice and I am a happy chappy again. So far after sales support has been exemplary.

I was on Telkom fixed LTE. When I recently had speed issues I was told the tower would be upgraded in the new financial year and to cancel my service if I was unhappy. Guess what Telkom, its done. Glad I never have to deal with you again. (No lets see if they actually cancel the debit order !!!)
 
Moved from Afrihost and have never looked back. Excellent customer service, with quick responses. Have even moved my family onto them as well.
 
If you have an outage after 8 pm you are screwed Having said that it does not happen that often so I suppose it is not a justifiable expense Also and am sure that this is the case with most ISP stop giving away “free router” these are rubbish
 
Their support leaves much to be desired. I have had a ticket open since October last year without resolution. Asking for feedback on the progress of the issue is just ignored.
 
tardomatic said:
Their support leaves much to be desired. I have had a ticket open since October last year without resolution. Asking for feedback on the progress of the issue is just ignored.
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I have two open tickets.
I get a response on those, average, once every three days. But now that they've been pushed into a corner and we all know the fibre provider is a problem, no further movement. The response is the same old shyte, they are putting me through the Afrihost test, asking me to do MTR and iperfs when I've done so many I qualify for frequent flyer bonus.

On those two open tickets I've gotten ISPA involved, its been a week and I see even they have slipped up with their mandate.
 
Been with them for just under a year, had teething issues in the beginning, but that was Openserve issues that needed sorting out. They did push from their side, and has been running pretty well since.
 
Average at best. I expected more when I signed up last year around August by how the people were ranting and raving.

Their support is not good. Since I joined them, I haven't really had a good gaming experience from them. Continuous latency and packet loss issues across various titles. That being said, things are looking better the last two weeks.. here is hoping!

Their continued activity on this forum is the only thing that puts them apart from some of the other ISP's. I don't think they would be so highly rated if they didn't help out with issues on MyBB.
 
Good. When they and frogfoot manage to solve my international download speeds it will excellent.
 
Value for money: good
Network: Excellent
General: Average.
The one time I called to upgrade line speed, I got told I need to contact Vuma. Vuma said CISP. My line remains un-upgraded because I don't feel like dealing with people who behave like government functionaries.

In short, they're good so long as you don't need to contact them.
 
R13... said:
Value for money: good
Network: Excellent
General: Average.
The one time I called to upgrade line speed, I got told I need to contact Vuma. Vuma said CISP. My line remains un-upgraded because I don't feel like dealing with people who behave like government functionaries.

In short, they're good so long as you don't need to contact them., and you don't have technical issues[/QUOTE]
FTFY
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No main complaints on network, for what I do it's always up and running just fine.

Support ticket turnaround time is quite bad and I've had a ticket closed on me twice without any answer to my question - simply didn't bother re-opening again.
 
Very good ISP, support has definitely degraded as their amount of clients grew. When I initially got my fiber, the support line was always answered withing a minute or two. Now it is very likely to hold on for 10 minutes.
 
When it's been good, it's been good - speeds generally consistent and good value overall.

But my god did we have an awful experience when our line went down for about 3 weeks last year, and of all things began on the day my partner came around for a multi-day LAN.

Basically the connection was unstable and constantly dropping and re-syncing, and after several false-positives and terrible communication between Vumatel and Cool Ideas administration, as well as what felt like a lack of general care, we eventually got the issue resolved.

It was just a pity that that happened, as it tarnished an otherwise near-perfect experience with Cool Ideas.
 
Usually good just let down by Vumatel, they then have a dont care attitude if its a vumatel fault, their support becomes useless, they refuse to follow up regularly and admit they will only check a few times with vumatel
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