Extremely Disappointing Customer SupportI have had an extremely disappointing experience with Cool Ideas’ customer support.Our fibre internet connection went down and after completing all the required troubleshooting steps on our side, it was confirmed that the issue is on Cool Ideas’ side, specifically related to an account verification failure within their system. Despite this being identified, the support experience has been very poor.I was repeatedly assured that the matter would be treated with urgency and that I would receive call-backs with updates. Unfortunately, those promises were not kept. I repeatedly had to follow up myself, and even then there were no clear timelines, no tangible progress, and no real resolution provided.Reliable internet connectivity is critical for work, and this outage has had a significant impact on our ability to work from home. What is most frustrating is not just the technical issue, but the lack of ownership, communication, and urgency from the support team.
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