Please follow these steps to submit your regrade request (excluding Vumatel Reach services):
1. Log into your
Coolzone account.
2. Select the “Upgrade/Downgrade” option in the "Navigation" pane:
3. Select the service that you wish to upgrade/downgrade by clicking on the "Up/Downgrade Service" button as seen below:
4. You will then be able to select the package of your choice and a ticket will be sent to the Regrades team for further assistance.
Should this option not be available for your specific service,
click here to submit a regrade request, together with your account details & desired network speeds.
This request should be submitted from the account holder's email address for verification purposes. Please be sure to include the address/service that you're looking to regrade if you have multiple products with us.
Important information:
- The ETA for your upgrade to be completed is 2-5 working days.
- We will issue an invoice for the pro-rated difference between the 2 packages once the upgrade has been completed on the Fibre Network Operator (FNO)'s end. This invoice will be set to an instant EFT payment option.
- The upgrade will only take effect once your pro-rated invoice has been paid.
- Downgrades will be scheduled for the next billing cycle as we bill in advance. (The cut-off date for downgrades is the 20th of each month. Your downgrade will only take effect on the following billing month, should your request be submitted after the 20th).
