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.