Service being terminated and then moved to another profile and bing suspended

R

ReaperSixt

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Joined
May 25, 2018
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You guys are trying my patience today!

My wife has been a customer for 5 years with you and I have been using you guys since 2017. I cancelled my account as we just bought a house in 2020 during covid and she opened an account with you to get fiber in our new house.

Yet now you terminate our service on her profile, move over the Service serial number to my profile which is not even active anymore. now I am sitting with out internet and your uspport keeps deleting our tickets or just marking them as answered but nothing has been resolve!
 
ReaperSixt said:
You guys are trying my patience today!

My wife has been a customer for 5 years with you and I have been using you guys since 2017. I cancelled my account as we just bought a house in 2020 during covid and she opened an account with you to get fiber in our new house.

Yet now you terminate our service on her profile, move over the Service serial number to my profile which is not even active anymore. now I am sitting with out internet and your uspport keeps deleting our tickets or just marking them as answered but nothing has been resolve!
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Hi there, apologies for any inconvenience caused here.
Are you able to Share your ticket number with me to check?
 
This one is under my profile where I was trying to understand what was going on:

#COOL-20250107-2286342

and the one where my wife is paying for the service is #COOL-20241006-1980655

which was just marked as answered but there is no resolution​

 
ReaperSixt said:
Also the status on my wifes profile says our service was terminated
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ReaperSixt said:
This one is under my profile where I was trying to understand what was going on:

#COOL-20250107-2286342​

​

and the one where my wife is paying for the service is #COOL-20241006-1980655​

​

which was just marked as answered but there is no resolution​

Click to expand...
Thank you kindly,let me have a look and will get back to you soon.
Your patience is much appreciated
 
Hi there, I have managed to restore connection for the meantime, while we sort out the admin issue.
Please check to see if there is connection?
 
Alright, the Admin issue has been sorted out. We will also have a look at the billing issue.
 
so what happens to the support that just keeps on closing tickets
 
CoolEscalator said:
We handle all matters internally.
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I hope you identified the culprit/s* and gave them the necessary training.

*But if the real culprit is unrealistic call volume resolution expectations from the person resulting in poor quality work, I hope that is addressed.

But console yourselves with the fact that at least you aren't WebAfrica.
 
supersunbird said:
I hope you identified the culprit/s* and gave them the necessary training.

*But if the real culprit is unrealistic call volume resolution expectations from the person resulting in poor quality work, I hope that is addressed.

But console yourselves with the fact that at least you aren't WebAfrica.
Click to expand...
This appears to be an unusual case where accounts/lines were moved from one profile to another. We will chastise the support staff that didn't pick this up initially, and provide additional training.

*hit happens sometimes.
 
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