What happened to CISP?

R

redlomo

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I've been a Cool Ideas customer for the better part of ten years. On the 23rd of January, I placed an order for a new service (at another address, in addition to my existing service). Today, I told them to cancel that order and I will be looking elsewhere, as there has been absolutely no progress except for a lot of back and forth with customer service agents that clearly have had no training and have no idea what they should be doing (and have no interest in resolving any queries). It's been a while since I've received such poor customer service (and I had to resort to this forum previously for help with an order I had placed with them in September of last year). I'm seriously considering just cutting all ties and cancelling my existing service as well, which is hit and miss at the best of times - CISP is no longer worth my time. Just a warning to those who are looking around, if you value your sanity this company is not worth it.

Disappointing to say the least, as looking for a reliable, capable ISP has turned into a scraping-the-bottom-of-the-barrel exercise. Recommendations welcome.
 
Hi there, this isnt regular at all and I apologise for the poor experience. Can you give me your application ref so I can see what happened in this situation?
 
Plan is to potentially activate your openserve line at the same rate as MFN then let us sort out the MFN line. Let me know if that would work? That way we get you up and running whilst we sort out the admin.

I am getting to the bottom of the issue in the meantime.
 
Thank you for looking into it, I appreciate it. But to be honest, I prefer not to engage - it's quite frustrating to have to resort to this forum just to get an order fulfilled. I'm travelling for the next two weeks, so my ideal window of getting it done before I go didn't materialise anyway. I will explore my options when I get back.
 
redlomo said:
Thank you for looking into it, I appreciate it. But to be honest, I prefer not to engage - it's quite frustrating to have to resort to this forum just to get an order fulfilled. I'm travelling for the next two weeks, so my ideal window of getting it done before I go didn't materialise anyway. I will explore my options when I get back.
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HI there Apologies for any frustrations and micomunication in this regard.

I see our team has been in contact this morning, and a refund for the router delivery fee has been logged accordingly.

Regardless of that we hope when you get back from your travels, that we can still try and make this right, by getting you connected on either MFN or Openserve.
 
redlomo said:
Thank you for looking into it, I appreciate it. But to be honest, I prefer not to engage - it's quite frustrating to have to resort to this forum just to get an order fulfilled. I'm travelling for the next two weeks, so my ideal window of getting it done before I go didn't materialise anyway. I will explore my options when I get back.
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Hi, I've had a look into it and seems it was a case of "applying for an MFN service with an ONT installed", once we got photos to confirm the ONT, it was actually an Openserve ONT. Which then were happy to use Openserve, then changed mind wanting MFN rather. And MFN couldn't reach you for the installation.

This is what I am told has lead to all the delays with the order? Let me know if this isnt the case.

Its why ive offered to activate the Openserve line even if short term.
 
That’s not accurate at all. But it tracks that the CISP support staff would spin some bs sequence of events to cover their incompetence. Why are they able to do that; is there no record? Perhaps that’s the reason you never get to the bottom of the actual issues customers are having. Can’t say, just sharing my experience to give others a heads up.

Point of the post was to get recommendations for other ISPs; clearly I posted in the wrong place; apologies.
 
redlomo said:
That’s not accurate at all. But it tracks that the CISP support staff would spin some bs sequence of events to cover their incompetence. Why are they able to do that; is there no record? Perhaps that’s the reason you never get to the bottom of the actual issues customers are having. Can’t say, just sharing my experience to give others a heads up.

Point of the post was to get recommendations for other ISPs; clearly I posted in the wrong place; apologies.
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This is a report from our QA officer, they investigate the case and report back to me. This is why I am posting it to get your side of things? It is not a blame game, we are here to resolve issues within the company.
 
redlomo said:
That’s not accurate at all. But it tracks that the CISP support staff would spin some bs sequence of events to cover their incompetence. Why are they able to do that; is there no record? Perhaps that’s the reason you never get to the bottom of the actual issues customers are having. Can’t say, just sharing my experience to give others a heads up.

Point of the post was to get recommendations for other ISPs; clearly I posted in the wrong place; apologies.
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Sounds like you just wanted to moan....
A solution was presented, still rejected...

I've not had any issues with the CISP support tickets i've logged. I think one might have been long ago, and i mentioned it here and it was sorted out.
 
neoprema said:
Sounds like you just wanted to moan....
A solution was presented, still rejected...

I've not had any issues with the CISP support tickets i've logged. I think one might have been long ago, and i mentioned it here and it was sorted out.
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He has a point: why do we always need to run to the forum on my broadband and I'm speaking in very general terms not only cisp but other as well.

Sometimes I just don't want to have a persona here to kak talk but need to because I may need to post here for actual service.

That said my previous dealings with cisp and support was on par and this is why am saying very generally speaking.
 
Herr der Verboten said:
He has a point: why do we always need to run to the forum on my broadband and I'm speaking in very general terms not only cisp but other as well.

Sometimes I just don't want to have a persona here to kak talk but need to because I may need to post here for actual service.

That said my previous dealings with cisp and support was on par and this is why am saying very generally speaking.
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Look no company or system is perfect and we do 50 orders a day that dont need any sort of escalation. It is not every order processed that ends up here.

It is almost always down to a complication in the order and between FNOs etc. And then human error also plays it part in there.
 
I've been with Cool since early 2016. I had one major issue a couple of years ago; their support was great, even remoting onto my machine to try and sort out the issue. Turned out to be a feature of my own router (Teltonika).
 
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