What is going on with Cool Ideas

[AlbertL]

Really frustrated with Cool Ideas.

I used to think they were one of the best ISP's and recommend them to everyone, but recently I have had a terrible customer experience with them. I understand they have been bought out, is that got something to do with it.

Been happy with them for years but 3 different issues in the last couple of months, with the last being that for 22 days they cant sort out my speed problems, one of my lines should be on 500/500 which I was getting full speed on before is now only at 500/250. After 22 days that still have not resolved the issue, the have zero communication and blame MetroFibre, but when I call MetroFibre and using the reference number they gave me the fault reported with MetroFibre is for my other line and has been closed as it was resolved more than a month ago.

Are they just completely incompetent now, has all the good people left?

Is it time to move to another ISP?

#COOL-20220601-943828

 

[rh1]

You should link @PBCool

 

[PBCool]

Really frustrated with Cool Ideas.

I used to think they were one of the best ISP's and recommend them to everyone, but recently I have had a terrible customer experience with them. I understand they have been bought out, is that got something to do with it.

Been happy with them for years but 3 different issues in the last couple of months, with the last being that for 22 days they cant sort out my speed problems, one of my lines should be on 500/500 which I was getting full speed on before is now only at 500/250. After 22 days that still have not resolved the issue, the have zero communication and blame MetroFibre, but when I call MetroFibre and using the reference number they gave me the fault reported with MetroFibre is for my other line and has been closed as it was resolved more than a month ago.

Are they just completely incompetent now, has all the good people left?

Is it time to move to another ISP?

#COOL-20220601-943828

Apologies, It is a known issue with certain Metrofibre lines and we have escalated as much as possible. I will try get some relative feedback for you today.

 

[PBCool]

I am told one of our techs was in communication twice yesterday on this after MFN made a change?

 

[AlbertL]

I am told one of our techs was in communication twice yesterday on this after MFN made a change?

After me asking for feedback multiple times and It still not being resolved after they committed to provide feedback by COB the previous day.

 

[PBCool]

After me asking for feedback multiple times and It still not being resolved after they committed to provide feedback by COB the previous day.

Thanks I understand the frustration.

I am just confirming what was communicated to me as you said that there was no feedback, please note we are dealing with it and scheduled another technical meeting at 12:30 with Metrofibre to try push for resolution.

 

[PBCool]

The agreement is we need to send technicians out to 3 customers to test. On a previous case an ONT swap resolved the issue.

 

[PBCool]

MFN have managed to fix all our customers issues as of this morning, their feedback is "we didn't change anything and don't know why". Will you confirm for me?

 

[maessof]

I'v been with cool ideas for like a month, already have no internet. There call center cant hear me and they havent been responding to my multiple mails, i switched to them because axxess was not managing my internet, took two months to get it fixed, and seems cool ideas is just as terrible.

 

[maessof]

I'v been with cool ideas for like a month, already have no internet. There call center cant hear me and they havent been responding to my multiple mails, i switched to them because axxess was not managing my internet, took two months to get it fixed, and seems cool ideas is just as terrible.

@PBCool

 

[PBCool]

@PBCool

Hi there, what is your support ref #?