Review ofCool Ideas Service Provider
Cool Ideas Service Provider
2|211 reviews
Responds in 47 hours 39 min
DP
Dave P
1 reviews | Active since Member
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.
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Replies (53)Cool Ideas Service Provider's replyOfficial
18 Mar 2026, 15:48Good day Dave P, Thank you for taking the time to share your feedback, and for your continued support since 2017. We truly value your long-standing relationship with us. We would like to apologise for the confusion experienced during your recent upgrade request. Upon review, the upgrade had already been processed and was pending the required pro-rata payment before it could take effect, which unfortunately led to a misunderstanding regarding the status of the request. Our Regrades Team has since contacted you to clarify the process and confirm the steps required, and we appreciate your cooperation in resolving the matter. Thank you again for bringing this to our attention and for your patience while we worked to finalize the upgrade. Should you require any further assistance, please feel free to reach out to us at any time. Kind Regards,The Cool Ideas Team
Best regards,
Cool Ideas Service Provider's reply18 Mar 2026, 15:48
Official
Good day Dave P, Thank you for taking the time to share your feedback, and for your continued support since 2017. We truly value your long-standing relationship with us. We would like to apologise for the confusion experienced during your recent upgrade request. Upon review, the upgrade had already been processed and was pending the required pro-rata payment before it could take effect, which unfortunately led to a misunderstanding regarding the status of the request. Our Regrades Team has since contacted you to clarify the process and confirm the steps required, and we appreciate your cooperation in resolving the matter. Thank you again for bringing this to our attention and for your patience while we worked to finalize the upgrade. Should you require any further assistance, please feel free to reach out to us at any time. Kind Regards,The Cool Ideas Team
Best regards,