Cool Ideas Service Provider
Verified Business
Cool Ideas Service Provider
Verified Business
211 Reviews (last 12 months)
Responds in 47 hours 39 min
AI Review Summary
Based on recent customer reviews, Cool Ideas Service Provider presents a sharply polarised customer experience. While a dedicated segment of customers praise named agents for exceptional patience and professionalism, a significant and recurring pattern of complaints centres on prolonged outages without resolution, billing errors, contentious cancellation processes, and a lack of proactive communication. The business scores well when things work, but struggles considerably when customers need urgent help or wish to leave.
Top Strengths:
- •Customer Service & Support Quality: Named agents such as Simbonile, Lerato, Alex, Kabo, and Hudson are consistently praised for patience, professionalism, and going above and beyond to resolve issues in a single interaction.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
4Trustindex Rating
#16Ranked In Fibre & Broadband
47 hours 39 minutesAverage Time To Reply
-3 NPSRecommended: Unlikely
Replied to 73% of negative reviews
Typically takes less than 47 hours 39 min to reply
TrustIndex
4
Score
Ranking
#16
in Fibre & Broadband
Avg Reply
47 hours 39 minutes
NPS Score
-3
Recommended: Unlikely
Replied to 73% of negative reviews
Typically takes less than 47 hours 39 min to reply
Review Distribution
2.4|211 Reviews
May '25 - Apr '26
5(31.8%)
4(2.7%)
3(0%)
2(3.2%)
1(62.4%)
5(31.8%)
4(2.7%)
3(0%)
2(3.2%)
1(62.4%)
Recent reviews (211)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
JB
Jarques B
1 reviews | Active since Jan 2020
18 Mar 2026, 13:25
**** service
Shocking **** service We have been without internet for 5 days now we have replaced cables and the router as suggested by our ****ty service provider Frogfoot & Cool ideas. We clearly send them photos of the internal box which is faulty still they refuse to send a technician yet you pay for the service. Recently upgraded had to pay immediately before the line was upgraded yet we request a technician which is recused Frogfoot had Karim and Martima contact us just to tell us they will not be sending a technician and this is now our problem. Cool ideas have requested we replace the router which they are sending waiting from Monday they are also not responding just excuse after excuse. Waiting for this waiting for that. Please if it is possible please stay away from these 2 service providers. I will be writing reviews daily until this is resolved.
Helpful (0)
|Replies (0)JB
Jarques B
1 reviews | Active since Jan 2020
18 Mar 2026, 13:25
**** service
Shocking **** service We have been without internet for 5 days now we have replaced cables and the router as suggested by our ****ty service provider Frogfoot & Cool ideas. We clearly send them photos of the internal box which is faulty still they refuse to send a technician yet you pay for the service. Recently upgraded had to pay immediately before the line was upgraded yet we request a technician which is recused Frogfoot had Karim and Martima contact us just to tell us they will not be sending a technician and this is now our problem. Cool ideas have requested we replace the router which they are sending waiting from Monday they are also not responding just excuse after excuse. Waiting for this waiting for that. Please if it is possible please stay away from these 2 service providers. I will be writing reviews daily until this is resolved.
0
Replies (0)DP
Dave P
1 reviews | Active since Jan 2020
12 Mar 2026, 17:02
Line upgrade request not processed and no follow-up
I have been a customer of Cool Ideas since October 2017, and until now have been happy with the service. Unfortunately my current experience is frustrating. 26 February: I phoned to request a line upgrade after seeing a package I wanted to switch to. I was told the upgrade would take up to 5 working days, which I accepted. 6 March: My line was still not upgraded (over 8 days later). When I phoned again, I was told the upgrade had never been booked. The agent apologized and said I would receive a follow-up call on Monday. 10 March: After hearing nothing, I logged a support ticket. 12 March: Still no phone call, email, or update. When logging into my account, I can see previous tickets marked as resolved, but the upgrade request remains unresolved. What should have been a simple upgrade has now taken over two weeks with no resolution or communication. As a customer of nearly 8 years, this is disappointing especially since I initially called for a package I saw while recommending Cool Ideas to someone else.
Helpful (0)
|Replies (0)DP
Dave P
1 reviews | Active since Jan 2020
12 Mar 2026, 17:02
Line upgrade request not processed and no follow-up
I have been a customer of Cool Ideas since October 2017, and until now have been happy with the service. Unfortunately my current experience is frustrating. 26 February: I phoned to request a line upgrade after seeing a package I wanted to switch to. I was told the upgrade would take up to 5 working days, which I accepted. 6 March: My line was still not upgraded (over 8 days later). When I phoned again, I was told the upgrade had never been booked. The agent apologized and said I would receive a follow-up call on Monday. 10 March: After hearing nothing, I logged a support ticket. 12 March: Still no phone call, email, or update. When logging into my account, I can see previous tickets marked as resolved, but the upgrade request remains unresolved. What should have been a simple upgrade has now taken over two weeks with no resolution or communication. As a customer of nearly 8 years, this is disappointing especially since I initially called for a package I saw while recommending Cool Ideas to someone else.
0
Replies (0)RW
Roland W
1 reviews | Active since Jan 2020
11 Mar 2026, 15:59
Evidence Ignored, Invoice Sent – Disappointing After-Sales Support
Very disappointing experience with Cool Ideas regarding a fibre fault involving Zoom Fibre. Our fibre connection went down and a ticket was logged with Cool Ideas. The issue was escalated to Zoom Fibre as they manage the physical infrastructure. While we did receive several updates over a number of days, most of them were generic follow-ups stating they were waiting for feedback from Zoom Fibre and did not provide any meaningful progress on the fault itself. The situation escalated when we were informed that the drop cable needed to be reinstalled and that we were required to pay R1495 for the repair. This was extremely concerning because the damage was not caused by anyone in our household. Both residents present at the time are elderly and did not access the roof or interact with the fibre infrastructure in any way. To assist with the investigation I submitted photos clearly showing that the fibre termination point at our residence was intact and undisturbed. However, the aerial fibre span between the poles had excessive slack forming a V-shaped sag. From a technical perspective this normally indicates a tension or anchoring issue on the aerial line rather than damage caused from within the property. I also explained that this same span had previously become unwound and required repair, suggesting there may already have been instability with the installation. Despite providing this information and explanation, the response we received was simply asking if they could send the invoice for the R1495 charge. At that point it felt like the evidence and concerns we had raised were not actually being reviewed. After further escalation a technical escalation analyst acknowledged that the case had not been handled to the expected standard and confirmed that a complaint had been raised with Zoom Fibre management. However, despite this acknowledgement we were still unable to reach a fair resolution regarding the repair charge. As a result, we ultimately had to cancel the service and begin looking for alternative providers. Reliable after-sales support is an important part of any service, and unfortunately this experience left us feeling that our concerns were not properly addressed and that our business was not valued. It is disappointing that a situation which could likely have been resolved through proper investigation instead resulted in the loss of a customer.
Helpful (0)
|Replies (0)RW
Roland W
1 reviews | Active since Jan 2020
11 Mar 2026, 15:59
Evidence Ignored, Invoice Sent – Disappointing After-Sales Support
Very disappointing experience with Cool Ideas regarding a fibre fault involving Zoom Fibre. Our fibre connection went down and a ticket was logged with Cool Ideas. The issue was escalated to Zoom Fibre as they manage the physical infrastructure. While we did receive several updates over a number of days, most of them were generic follow-ups stating they were waiting for feedback from Zoom Fibre and did not provide any meaningful progress on the fault itself. The situation escalated when we were informed that the drop cable needed to be reinstalled and that we were required to pay R1495 for the repair. This was extremely concerning because the damage was not caused by anyone in our household. Both residents present at the time are elderly and did not access the roof or interact with the fibre infrastructure in any way. To assist with the investigation I submitted photos clearly showing that the fibre termination point at our residence was intact and undisturbed. However, the aerial fibre span between the poles had excessive slack forming a V-shaped sag. From a technical perspective this normally indicates a tension or anchoring issue on the aerial line rather than damage caused from within the property. I also explained that this same span had previously become unwound and required repair, suggesting there may already have been instability with the installation. Despite providing this information and explanation, the response we received was simply asking if they could send the invoice for the R1495 charge. At that point it felt like the evidence and concerns we had raised were not actually being reviewed. After further escalation a technical escalation analyst acknowledged that the case had not been handled to the expected standard and confirmed that a complaint had been raised with Zoom Fibre management. However, despite this acknowledgement we were still unable to reach a fair resolution regarding the repair charge. As a result, we ultimately had to cancel the service and begin looking for alternative providers. Reliable after-sales support is an important part of any service, and unfortunately this experience left us feeling that our concerns were not properly addressed and that our business was not valued. It is disappointing that a situation which could likely have been resolved through proper investigation instead resulted in the loss of a customer.
0
Replies (0)JL
Johan L
1 reviews | Active since Jan 2020
9 Mar 2026, 15:50
*****s
I have been struggling a while now with these ********s with paying for line speeds I never get. But today they went to far. I have been struggling all day for reconnnection. I paid them this morning yet after multiple tickets and a calls to them we still cant work and loosing money. They said they CAN SEE THE PAYMENT and will escalate the matter yet still nothing at 17.49. They took my money and ran.. I am sick of these bull****ters
Helpful (0)
|Replies (0)JL
Johan L
1 reviews | Active since Jan 2020
9 Mar 2026, 15:50
*****s
I have been struggling a while now with these ********s with paying for line speeds I never get. But today they went to far. I have been struggling all day for reconnnection. I paid them this morning yet after multiple tickets and a calls to them we still cant work and loosing money. They said they CAN SEE THE PAYMENT and will escalate the matter yet still nothing at 17.49. They took my money and ran.. I am sick of these bull****ters
0
Replies (0)AB
Aran B
1 reviews | Active since Jan 2020
9 Mar 2026, 12:34
Worst Fibre Experience I have ever had - AVOID COOL IDEAS
the worst ISP i have ever had the displeasure of using. signed up for a month and cancelled. Line speed always much lower than advertised, disgraceful, *********** staff. Do yourself a favor and AVOID this ISP. My service has been cancelled since the 1st of this month and they STILL have not released my line. Zero response from support or complaints, they are simply refusing to release my line. Logging a legal complaint next. AVOID. Use literally any other ISP.
Helpful (0)
|Replies (0)AB
Aran B
1 reviews | Active since Jan 2020
9 Mar 2026, 12:34
Worst Fibre Experience I have ever had - AVOID COOL IDEAS
the worst ISP i have ever had the displeasure of using. signed up for a month and cancelled. Line speed always much lower than advertised, disgraceful, *********** staff. Do yourself a favor and AVOID this ISP. My service has been cancelled since the 1st of this month and they STILL have not released my line. Zero response from support or complaints, they are simply refusing to release my line. Logging a legal complaint next. AVOID. Use literally any other ISP.
0
Replies (0)AM
Arno M
1 reviews | Active since Jan 2020
4 Mar 2026, 08:55
Extremely Disappointing Customer Support – No Resolution or Communication
I am extremely dissatisfied with the customer experience I have received from Cool Ideas. Our fibre internet connection recently went down. We followed all the required troubleshooting steps on our side and confirmed that the fault is not within our home network. The issue has been identified as being on Cool Ideas’ side, specifically related to an account verification failure within their system. Despite this being confirmed, the experience with customer support has been very disappointing. I have repeatedly been assured that the issue would be handled with urgency and that I would receive call-backs with updates. Unfortunately, none of those promises were honoured. Each time I had to follow up myself, and even then I was given no clear timelines, no tangible progress, and no real resolution. Reliable internet connectivity is essential for work, and this outage has significantly disrupted our ability to operate. What is most frustrating is not just the outage itself, but the lack of ownership, communication, and urgency from the support team. At this point, if the matter cannot be resolved promptly, I will have no choice but to terminate my services with Cool Ideas and move to another provider.
Helpful (0)
|Replies (0)AM
Arno M
1 reviews | Active since Jan 2020
4 Mar 2026, 08:55
Extremely Disappointing Customer Support – No Resolution or Communication
I am extremely dissatisfied with the customer experience I have received from Cool Ideas. Our fibre internet connection recently went down. We followed all the required troubleshooting steps on our side and confirmed that the fault is not within our home network. The issue has been identified as being on Cool Ideas’ side, specifically related to an account verification failure within their system. Despite this being confirmed, the experience with customer support has been very disappointing. I have repeatedly been assured that the issue would be handled with urgency and that I would receive call-backs with updates. Unfortunately, none of those promises were honoured. Each time I had to follow up myself, and even then I was given no clear timelines, no tangible progress, and no real resolution. Reliable internet connectivity is essential for work, and this outage has significantly disrupted our ability to operate. What is most frustrating is not just the outage itself, but the lack of ownership, communication, and urgency from the support team. At this point, if the matter cannot be resolved promptly, I will have no choice but to terminate my services with Cool Ideas and move to another provider.
0
Replies (0)GS
Greg S
1 reviews | Active since Jan 2020
4 Mar 2026, 07:11
Technical proof of ISP failure ignored—Cool Ideas is failing its customers
I’ve had ongoing connection issues for months, and coolideas refuses to take accountability. At their requests i ran all neccessary tests and they still refuse to fix the line. Despite having clear proof that the fault lies within their infrastructure, they continue to ignore the data and debit my account for a broken service. They refuse to fix the line or offer credit for the downtime. Warning to others: If you want an ISP that understands network data and takes responsibility for its own hardware, look elsewhere. Cool Ideas is currently charging me for a service they aren't delivering.
Helpful (0)
|Replies (0)GS
Greg S
1 reviews | Active since Jan 2020
4 Mar 2026, 07:11
Technical proof of ISP failure ignored—Cool Ideas is failing its customers
I’ve had ongoing connection issues for months, and coolideas refuses to take accountability. At their requests i ran all neccessary tests and they still refuse to fix the line. Despite having clear proof that the fault lies within their infrastructure, they continue to ignore the data and debit my account for a broken service. They refuse to fix the line or offer credit for the downtime. Warning to others: If you want an ISP that understands network data and takes responsibility for its own hardware, look elsewhere. Cool Ideas is currently charging me for a service they aren't delivering.
0
Replies (0)RR
Ros R
1 reviews | Active since Jan 2020
2 Mar 2026, 16:54
Irate customer - complete lack of commitment
Our fibre line has been down for one week and the incompetence and lack of commitment in resolving this issue is astounding. When you ask for email addresses of founders - Andre Jooste and Paul Butchi it’s like you are asking to speak to G-d himself. The response is we are waiting for Vumatel to resolve the issue, the technicians from Vumatel have not been able to resolve our problem in one week. Is it unreasonable to request a very senior person to run with this problem - call a person at Vumatel and get some kind of commitment as to when our issue will be resolved?
Helpful (0)
|Replies (0)RR
Ros R
1 reviews | Active since Jan 2020
2 Mar 2026, 16:54
Irate customer - complete lack of commitment
Our fibre line has been down for one week and the incompetence and lack of commitment in resolving this issue is astounding. When you ask for email addresses of founders - Andre Jooste and Paul Butchi it’s like you are asking to speak to G-d himself. The response is we are waiting for Vumatel to resolve the issue, the technicians from Vumatel have not been able to resolve our problem in one week. Is it unreasonable to request a very senior person to run with this problem - call a person at Vumatel and get some kind of commitment as to when our issue will be resolved?
0
Replies (0)