CI
Cool Ideas Service Provider
Verified Business
CI
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Cool Ideas Service Provider shows a deeply polarised experience. Loyal customers praise named agents and rapid technical resolutions, while a growing volume of complaints highlights prolonged outages, blame-shifting to fibre network operators, billing disputes after cancellation, and weak escalation processes. The provider performs well when things work, but struggles significantly when faults require cross-provider coordination or account changes.
TrustIndex
4
Ranking
#26
in Fibre & Broadband
NPS Score
-6
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Cool Ideas Service Provider shows a deeply polarised experience. Loyal customers praise named agents and rapid technical resolutions, while a growing volume of complaints highlights prolonged outages, blame-shifting to fibre network operators, billing disputes after cancellation, and weak escalation processes. The provider performs well when things work, but struggles significantly when faults require cross-provider coordination or account changes.
The most common complaint about Cool Ideas Service Provider, based on Hellopeter's AI analysis of recent customer reviews, is Network Reliability & Connection Quality. Extended outages lasting days or weeks dominate complaints, with customers reporting unstable connections, speeds below advertised rates, and repeated downtime. Many cite being charged in full despite no service, with Cool Ideas blaming fibre network operators like Vumatel, Openserve, and Metro Fibre rather than taking ownership.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
The only reason I give them 2 star is because there isn't a 0. Have been without internet for more than a day. Logged a support ticker more than a day ago and so far have been passed from pillar to post. From the one agent to the other. They asked me to send photos of my setup, which I did. And then they just ignore my follow up emails
1 reviews | Active since Jan 2020
The only reason I give them 2 star is because there isn't a 0. Have been without internet for more than a day. Logged a support ticker more than a day ago and so far have been passed from pillar to post. From the one agent to the other. They asked me to send photos of my setup, which I did. And then they just ignore my follow up emails
1 reviews | Active since Jan 2020
Courteous and prompt service supp**** by Tamlin Doll to resolve my issue with no internet connectivity. She was very patient, polite and talked me through rebooting both the Vumatel and TP Link connections and waited until I checked that I could access my email. Wonderful 5 Star service. Thank you very much!!
1 reviews | Active since Jan 2020
Courteous and prompt service supp**** by Tamlin Doll to resolve my issue with no internet connectivity. She was very patient, polite and talked me through rebooting both the Vumatel and TP Link connections and waited until I checked that I could access my email. Wonderful 5 Star service. Thank you very much!!
1 reviews | Active since Jan 2020
I have been using Cool Ideas ISP since 2024 and have had, I Think, 4 breaks in service. 3 of them were cable damage which Octotel had to deal with, which they did very promptly when notified by Cool Ideas. The 4th was a minor glitch which was also sorted pretty quickly. I am very happy with their reliable service and quick reponses.
1 reviews | Active since Jan 2020
I have been using Cool Ideas ISP since 2024 and have had, I Think, 4 breaks in service. 3 of them were cable damage which Octotel had to deal with, which they did very promptly when notified by Cool Ideas. The 4th was a minor glitch which was also sorted pretty quickly. I am very happy with their reliable service and quick reponses.
1 reviews | Active since Jan 2020
Been off line for 6 full days. Numerous calls and emails over 6 days have produced nothing but frustration. 3 businesses operate from these premises and have not been able to produce any income because we have no internet. Cool Ideas and Open Serve just dont care.
1 reviews | Active since Jan 2020
Been off line for 6 full days. Numerous calls and emails over 6 days have produced nothing but frustration. 3 businesses operate from these premises and have not been able to produce any income because we have no internet. Cool Ideas and Open Serve just dont care.
1 reviews | Active since Jan 2020
If I could give a minus 10 star I would. No one gets back to me regarding our incorrect billing! No service delivery! They do not keep to the contract that was signed. We have numerous correspondence via email and WhatsApp
1 reviews | Active since Jan 2020
If I could give a minus 10 star I would. No one gets back to me regarding our incorrect billing! No service delivery! They do not keep to the contract that was signed. We have numerous correspondence via email and WhatsApp
1 reviews | Active since Jan 2020
I am beyond frustrated with the lack of professional technical support from Cool Ideas. This ISP has been plagued by frequent breakdowns, but the "service" that follows is even worse than the downtime itself. When a breakdown occurs and you log a ticket, don't expect a technician to actually fix the issue. Instead, they call you and expect you to sit on the phone for ages, performing their job for them. I am trying to run a business; I do not have the time, nor should I have the responsibility, to act as their unpaid remote technician. Their entire support model seems to be based on the assumption that every client is a network engineer. If you aren't available to drop everything and do their troubleshooting for them, you are bombarded with a trail of automated emails. It is a never-ending cycle of tickets and calls with zero actual resolution from their side. If you are looking for a reliable ISP that takes responsibility for its own infrastructure, look elsewhere. Cool Ideas is great at sending ticket numbers, but completely *********** when it comes to providing actual technical service. Extremely disappointed.
1 reviews | Active since Jan 2020
I am beyond frustrated with the lack of professional technical support from Cool Ideas. This ISP has been plagued by frequent breakdowns, but the "service" that follows is even worse than the downtime itself. When a breakdown occurs and you log a ticket, don't expect a technician to actually fix the issue. Instead, they call you and expect you to sit on the phone for ages, performing their job for them. I am trying to run a business; I do not have the time, nor should I have the responsibility, to act as their unpaid remote technician. Their entire support model seems to be based on the assumption that every client is a network engineer. If you aren't available to drop everything and do their troubleshooting for them, you are bombarded with a trail of automated emails. It is a never-ending cycle of tickets and calls with zero actual resolution from their side. If you are looking for a reliable ISP that takes responsibility for its own infrastructure, look elsewhere. Cool Ideas is great at sending ticket numbers, but completely *********** when it comes to providing actual technical service. Extremely disappointed.
1 reviews | Active since Jan 2020
Genuinely disappointed with their lack of customer service and accountability. I have been with them for less than a month and I have already cancelled. Firstly, it took them exactly 22 days to come do the install. After that, the service was not activated, forcing us to revert back to our previous service provider. Then there was their billing: they charged me for everything under the sun and still suspended my line, despite me having shared my billing details. When I called, they told me there is nothing they can do for me until the month ends because their system doesn’t work that way. They said this in the most nonchalant, disrespectful way they could ever say it, with a "What will you do?" attitude. When asked to speak to someone else, they will leave you on hold. Overall, it just left a bad taste in my mouth with these guys; they are just not professional enough to do business with.
1 reviews | Active since Jan 2020
Genuinely disappointed with their lack of customer service and accountability. I have been with them for less than a month and I have already cancelled. Firstly, it took them exactly 22 days to come do the install. After that, the service was not activated, forcing us to revert back to our previous service provider. Then there was their billing: they charged me for everything under the sun and still suspended my line, despite me having shared my billing details. When I called, they told me there is nothing they can do for me until the month ends because their system doesn’t work that way. They said this in the most nonchalant, disrespectful way they could ever say it, with a "What will you do?" attitude. When asked to speak to someone else, they will leave you on hold. Overall, it just left a bad taste in my mouth with these guys; they are just not professional enough to do business with.
Cool Ideas Service Provider scores 1.9 out of 5 on Hellopeter's AI analysis of service quality in Fibre & Broadband, compared to the Fibre & Broadband industry average of 1.9. Their strongest theme is Customer Service (2.4); their weakest is Network Reliability (1.5). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.9). How is the AI Score calculated? →
Cool Ideas Service Provider has a TrustIndex of 4 out of 10 on Hellopeter, based on 199 reviews in the last 12 months. Hellopeter has tracked Cool Ideas Service Provider across 2,063 total reviews. How is the TrustIndex calculated? →