Yet another poor service delivery from Cool Ideas

L

LLoydizle

Senior Member
Joined
Aug 3, 2015
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Location
Johannesburg
Firstly, I have been a customer with you for 10 years now. Your service was great, but man, it's starting to go downhill.

  1. I got a message from you guys saying that my line with MetroFibre will be upgraded to 150/150 as the 70/70 package is no longer available. Okay, that's fine, but I don't want to pay nearly 1k for my line, and 150/150 is overkill for me.
  2. I then asked to give me a 100/100 package instead, to which I was told to do a line downgrade. Annoying, but okay
  3. I then see that there was no 100/100 package to downgrade to (even though I was told that I could), so I chose the 80/80 package for ~R735, mentioned it in the ticket and thought nothing of this and the ticket was resolved and resolved. Also, I did this on the 19th of June, which was before your cutoff date
I received an invoice today for R919, and I'm confused. I look at Coolzone, and I see that I'm on a 100/100 package.

You have given me no notification that I have been moved to the 100/100 package, and now you just expect me to pay you for this package?! To add more to the insult, I'M NOT EVEN GETTING 100/100! If anything, my speeds are worse today, and I'm on a wired connection, and I restarted my router and so on (Speedtest result: https://www.speedtest.net/result/19379044726)!
So:
  1. You upgraded me to a plan that I didn't want
  2. I then asked for a package that I was told exists, but then it didn't in the end
  3. I then "downgrade" to a package that was cheaper, and everything looked resolved
  4. I then got billed R919 for a package that was different, and I had no communication about this change
Honestly, you guys as a company that used to have great customer service has become ridiculous. If I could contact an Ombudsman about this, I would, but I genuinely don't have the time and effort to do it.

I ofc can't post screendumps of it because people's names are on there, but here's the ticket numbers below. Feel free to screendump it yourself on here so that people can see how bad your customer service has become.



#COOL-20260615-2699603
#COOL-20260619-2702232
 
LLoydizle said:
Firstly, I have been a customer with you for 10 years now. Your service was great, but man, it's starting to go downhill.

  1. I got a message from you guys saying that my line with MetroFibre will be upgraded to 150/150 as the 70/70 package is no longer available. Okay, that's fine, but I don't want to pay nearly 1k for my line, and 150/150 is overkill for me.
  2. I then asked to give me a 100/100 package instead, to which I was told to do a line downgrade. Annoying, but okay
  3. I then see that there was no 100/100 package to downgrade to (even though I was told that I could), so I chose the 80/80 package for ~R735, mentioned it in the ticket and thought nothing of this and the ticket was resolved and resolved. Also, I did this on the 19th of June, which was before your cutoff date
I received an invoice today for R919, and I'm confused. I look at Coolzone, and I see that I'm on a 100/100 package.

You have given me no notification that I have been moved to the 100/100 package, and now you just expect me to pay you for this package?! To add more to the insult, I'M NOT EVEN GETTING 100/100! If anything, my speeds are worse today, and I'm on a wired connection, and I restarted my router and so on (Speedtest result: https://www.speedtest.net/result/19379044726)!
So:
  1. You upgraded me to a plan that I didn't want
  2. I then asked for a package that I was told exists, but then it didn't in the end
  3. I then "downgrade" to a package that was cheaper, and everything looked resolved
  4. I then got billed R919 for a package that was different, and I had no communication about this change
Honestly, you guys as a company that used to have great customer service has become ridiculous. If I could contact an Ombudsman about this, I would, but I genuinely don't have the time and effort to do it.

I ofc can't post screendumps of it because people's names are on there, but here's the ticket numbers below. Feel free to screendump it yourself on here so that people can see how bad your customer service has become.



#COOL-20260615-2699603
#COOL-20260619-2702232
Click to expand...
Good day @LLoydizle Apologies for any alleged miscomunication in this regard.
Thank you for bringing this to our attention.

I have reached out internally for further investigations, and we will be in contact once we have the full picture of what transpired.
We will do our best to make this right.

Your time and patience is much appreciated.
 
CoolEscalator said:
Good day @LLoydizle Apologies for any alleged miscomunication in this regard.
Thank you for bringing this to our attention.

I have reached out internally for further investigations, and we will be in contact once we have the full picture of what transpired.
We will do our best to make this right.

Your time and patience is much appreciated.
Click to expand...
I've already spoken to someone from your support team, and the reason why there was no option for me and why it changed me to the 100/100 package is that there was a "system error" and the package that I actually chose was in fact not available to me.

Honestly, I don't believe it, and I think you guys are covering your tracks. I have asked for all this information to be sent to me via email, along with the "system error" explanation.
 
LLoydizle said:
I've already spoken to someone from your support team, and the reason why there was no option for me and why it changed me to the 100/100 package is that there was a "system error" and the package that I actually chose was in fact not available to me.

Honestly, I don't believe it, and I think you guys are covering your tracks. I have asked for all this information to be sent to me via email, along with the "system error" explanation.
Click to expand...
HI there, thank you for confirming someone was in contact.

I can assure you we are trying to be as transparrant as possible.
The System error noted was indeed a system error, as MFN has 2 networks, Nexus and Nova.
These networks have different packages available.

You are on MFN Nexus, however the system showed you available packages for Nova as well hence the confusion.
We have reached out to our devs in this regard to correct the error, as Nexus customers should not be able to see Nova packages as upgrade options

Please refer to the differences here on our website
Https://coolideas.co.za/fibre-packages/

We are here to help, and apologies if you felt mislead in any way.
We will do our best to ensure this does not happen again
 

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CoolEscalator said:
HI there, thank you for confirming someone was in contact.

I can assure you we are trying to be as transparrant as possible.
The System error noted was indeed a system error, as MFN has 2 networks, Nexus and Nova.
These networks have different packages available.

You are on MFN Nexus, however the system showed you available packages for Nova as well hence the confusion.
We have reached out to our devs in this regard to correct the error, as Nexus customers should not be able to see Nova packages as upgrade options

Please refer to the differences here on our website
Https://coolideas.co.za/fibre-packages/

We are here to help, and apologies if you felt mislead in any way.
We will do our best to ensure this does not happen again
Click to expand...
So why wasn't I notified of the change?

Also, I followed your agent's instructions and my downloads still ain't close to 100/100. Again, wired connection.
 
LLoydizle said:
So why wasn't I notified of the change?

Also, I followed your agent's instructions and my downloads still ain't close to 100/100. Again, wired connection.
Click to expand...
It seems your package was still stuck on the incorrect one
It was updated on the frontend, but not on the connection side.
I have changed it now from my end, can you do another reboot and check? It should now reflect 100/100

Apologies for missing this earlier
 
LLoydizle said:
So why wasn't I notified of the change?
Click to expand...
It has been like this for a few years now, the Nexus network is their legacy and the Nova is their newer infrastructure.
This is just a way for them to separate the 2 networks.

CoolEscalator said:
We have reached out to our devs in this regard to correct the error, as Nexus customers should not be able to see Nova packages as upgrade options
Click to expand...
I also see that our devs have already picked up on this, and corrected it, not sure when this was, but the packages appear to only show you the correct options now
1782919300996.png


Again, apologies if you have had a bad experience in this regard, and we will ensure this does not happen again
 
CoolEscalator said:
It seems your package was still stuck on the incorrect one
It was updated on the frontend, but not on the connection side.
I have changed it now from my end, can you do another reboot and check? It should now reflect 100/100

Apologies for missing this earlier
Click to expand...
Did the reset, and my upload slightly improved, but my download is still poor. It's still the same as if I were on a 70/70 package. https://www.speedtest.net/result/19379557636
 
CoolEscalator said:
It has been like this for a few years now, the Nexus network is their legacy and the Nova is their newer infrastructure.
This is just a way for them to separate the 2 networks.


I also see that our devs have already picked up on this, and corrected it, not sure when this was, but the packages appear to only show you the correct options now
View attachment 1918736


Again, apologies if you have had a bad experience in this regard, and we will ensure this does not happen again
Click to expand...
So, even the 100/100 option is completely gone for me now? I can't go to 150/150 cause I'm using the Deco M4, and it's max 1024 Mbps, and I can't do 60/60 as I need faster internet as I WFH.
 
LLoydizle said:
So, even the 100/100 option is completely gone for me now? I can't go to 150/150 cause I'm using the Deco M4, and it's max 1024 Mbps, and I can't do 60/60 as I need faster internet as I WFH.
Click to expand...
No, it doesn't show the 100mbps, as that's the current package on the account,
That list shows the available options to you specifically.
 
LLoydizle said:
Did the reset, and my upload slightly improved, but my download is still poor. It's still the same as if I were on a 70/70 package. https://www.speedtest.net/result/19379557636
Click to expand...
Thanks, I'm unsure why you would still be getting those speeds, but I will ask our support team to reach out.
We may need to log a ticket with MFN to ensure the package is what it should be.
I can confirm the limits are set correctly on our end now after my change.

Your time and patience Is much appreciated
 
CoolEscalator said:
It has been like this for a few years now, the Nexus network is their legacy and the Nova is their newer infrastructure.
This is just a way for them to separate the 2 networks.


I also see that our devs have already picked up on this, and corrected it, not sure when this was, but the packages appear to only show you the correct options now
View attachment 1918736


Again, apologies if you have had a bad experience in this regard, and we will ensure this does not happen again
Click to expand...
Now I'm even more confused. This was the email I received.

What is right and wrong right now?! Untitled.png
 
LLoydizle said:
Now I'm even more confused. This was the email I received.

What is right and wrong right now?!
Click to expand...
I'm not sure what the confusion would be? This is the same packages shared earlier, and correlates with what I metioned in my earlier post as well.

As you can see below, it matches up with the nexus packages available to you
You are currently on the 100/100 @ 919 p/m, since the 80/80 is only available for Nova, which is why we unfortnaltely could not offer this package to you
 

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LLoydizle said:
Firstly, I have been a customer with you for 10 years now. Your service was great, but man, it's starting to go downhill.

  1. I got a message from you guys saying that my line with MetroFibre will be upgraded to 150/150 as the 70/70 package is no longer available. Okay, that's fine, but I don't want to pay nearly 1k for my line, and 150/150 is overkill for me.
  2. I then asked to give me a 100/100 package instead, to which I was told to do a line downgrade. Annoying, but okay
  3. I then see that there was no 100/100 package to downgrade to (even though I was told that I could), so I chose the 80/80 package for ~R735, mentioned it in the ticket and thought nothing of this and the ticket was resolved and resolved. Also, I did this on the 19th of June, which was before your cutoff date
I received an invoice today for R919, and I'm confused. I look at Coolzone, and I see that I'm on a 100/100 package.

You have given me no notification that I have been moved to the 100/100 package, and now you just expect me to pay you for this package?! To add more to the insult, I'M NOT EVEN GETTING 100/100! If anything, my speeds are worse today, and I'm on a wired connection, and I restarted my router and so on (Speedtest result: https://www.speedtest.net/result/19379044726)!
So:
  1. You upgraded me to a plan that I didn't want
  2. I then asked for a package that I was told exists, but then it didn't in the end
  3. I then "downgrade" to a package that was cheaper, and everything looked resolved
  4. I then got billed R919 for a package that was different, and I had no communication about this change
Honestly, you guys as a company that used to have great customer service has become ridiculous. If I could contact an Ombudsman about this, I would, but I genuinely don't have the time and effort to do it.

I ofc can't post screendumps of it because people's names are on there, but here's the ticket numbers below. Feel free to screendump it yourself on here so that people can see how bad your customer service has become.



#COOL-20260615-2699603
#COOL-20260619-2702232
Click to expand...
Stop moaning. They upgrade my line without giving me a choice and increased my bill, and remove any option to downgrade.
 
Heisenborg said:
No other isp will give this level of realtime feedback.

They made a booboo and are fixing it.
Click to expand...
That is true and their service is better here. Their Call Center and Ticket support is still absolutely poor and I’m sure that not every Cool Ideas customer is on MyBroadband.
 
LLoydizle said:
That is true and their service is better here. Their Call Center and Ticket support is still absolutely poor and I’m sure that not every Cool Ideas customer is on MyBroadband.
Click to expand...
Hi, can you give me an example of where support didnt perform accordingly? This is an escalation platform so that we can improve support channels.
 
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