Cool Ideas Service Provider
2.1|2,063 reviews
DC
Dean C
1 reviews | Active since Member
08 May 2026, 14:33
Unprofessional Service – They Expect You to Be Their Technical Staff
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.
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Replies (1)Cool Ideas Service Provider's replyOfficial
11 May 2026, 10:22Good day Dean, Thank you for taking the time to share your feedback regarding your recent support experience. We understand your frustration and appreciate the concerns you have raised regarding the troubleshooting process and the overall handling of your service issue. We recognise that, as a customer who is running a business, prolonged troubleshooting interactions and repeated communication can be disruptive and inconvenient. While some diagnostic steps may occasionally require customer participation to help isolate faults as quickly as possible, we acknowledge your concerns regarding how this experience impacted you and how it was perceived from a service perspective. We can confirm that the reported issue has since been resolved. In addition, our Support Manager will be reaching out to you directly to discuss your experience further and address the concerns raised in your complaint. Feedback such as yours is important to us, as it helps us identify areas where we need to improve both our communication and support processes. Thank you for your patience. Kind Regards,The Cool Ideas Team
Best regards,
Cool Ideas Service Provider's reply11 May 2026, 10:22
Official
Good day Dean, Thank you for taking the time to share your feedback regarding your recent support experience. We understand your frustration and appreciate the concerns you have raised regarding the troubleshooting process and the overall handling of your service issue. We recognise that, as a customer who is running a business, prolonged troubleshooting interactions and repeated communication can be disruptive and inconvenient. While some diagnostic steps may occasionally require customer participation to help isolate faults as quickly as possible, we acknowledge your concerns regarding how this experience impacted you and how it was perceived from a service perspective. We can confirm that the reported issue has since been resolved. In addition, our Support Manager will be reaching out to you directly to discuss your experience further and address the concerns raised in your complaint. Feedback such as yours is important to us, as it helps us identify areas where we need to improve both our communication and support processes. Thank you for your patience. Kind Regards,The Cool Ideas Team
Best regards,