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.