Poor support compared to this forum

[Ryan.m]

@PBCool @CoolEscalator Man I am super disappointed. I was with Coolideas because I heard how great you guys are but I have had a terrible experience.

I logged tons of support tickets and nothing was every truly resolved. I kept being asked to run tests before they could look into my issue however my issues would come at the worst of times. When I am in meetings and then it would also drop completely so I was never able to run the tests which means I have to sit with an issue that no one would look at. I was often getting random packetloss, my work calls would drop, I would end up restarted the fibre box but it needs like 3 restarts before it starts working again.

Now I have just cancelled (not with a new provider as of yet) only to see the support on here is far better than the support via emails!

BTW your retention staff are terrible. I got a call about my cancellation and was looking for any excuse to retract my cancellation (if someone would tell me they would fix my issues) but instead the guy tells me the grass is not greener on the other side, and how good your are as an ISP. Not once did he understand my frustration or commit to having it resolved! That just made me set on moving to a new provider.

Just thought I would share my experience.

 

[Canggu]

If it helps ...try another more recent router preferably a gigabit one. Doing all those packet loss tests is frustrating.

 

[Ryan.m]

If it helps ...try another more recent router preferably a gigabit one. Doing all those packet loss tests is frustrating.

I actually went with a brand new Asus wifi6 router (two actually for their mesh setup) plus new cat6 cables and the problem was not resolved (connected to router via lan and not wifi)

 

[PBCool]

Hi there, this is typically used as an escalation platform which we then use to apply internally to resolve these sorts of things going forward for other customers.

Do you have any support refs for me that I can investigate so long? I am sorry to hear of your poor experience.

 

[Ryan.m]

Hi there, this is typically used as an escalation platform which we then use to apply internally to resolve these sorts of things going forward for other customers.

Do you have any support refs for me that I can investigate so long? I am sorry to hear of your poor experience.

I get that but my problem is it was never possible to run the tests when it happens so it meant I had to sit with the issue and have it unresolved.

One of my references is COOL-20230204-1126111

 

[PBCool]

I get that but my problem is it was never possible to run the tests when it happens so it meant I had to sit with the issue and have it unresolved.

One of my references is COOL-20230204-1126111

Thanks I had a look at the ticket and the agent requested you run 2 tests, not while it's happening just at any point. And there was no further response?

Looking at the sessions on your line around the 1st of April there were a lot of drops, beyond that it has been up for 16 12 and 2 days consecutively.

My advice in this case might be an internal network thing, so would be best to get someone out but you would need to do the basic tests before we get to that point.