Cool Ideas Fibre ISP – Feedback Thread 6

CoolEscalator said:
Thank you for reverting back.
We're not saying it's going to take that long to solve your issue. That's just the expectated SLA for your issue to be resolved within (Before we can escalate the fault).

This is an escallations platform. If you are not getting assistance from our team, have a technical query support may not be familiar with, or if your issue taking longer than the advised SLA, were more than happy to escalate the ticket further.

However since the ticket was logged with Comtel as few hours ago, we need to follow thier support processes and allow them the opportunity to resolve your issue before taking it further.

Regarding your specific issue. We don't know why your line was disconnected the same time Comtel upgraded the service (as that is out of the norm), hence our team logged this with Comtel to advise accordingly.

I hope this has cleared up any confusion :)
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Is this enough evidence that something is wrong?

1781278104385.png
 
Zurg said:
Is this enough evidence that something is wrong?

View attachment 1914618
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Hi there. Thanks for reaching out again.

I never said that there is nothing wrong. Clearly there is a problem, because you can't connect. The issue is we are not recieving those authentication attempts.

Our team has called and followed up with Comtel again a few mins ago, as earlier today they did a reprovision and asked for a retest.

Our team will update you once there is further feedback from Comtel.
 
CVRChameleon said:
@CoolEscalator
@PBCool

Is there an issue with OpenServe in Houghton Estate, JHB?
Electricity went off for a few minutes and now router doesn't have internet.

PON Appears to be on.

#COOL-20260614-2698500
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Hi there, I see this has been resolved. Please revert back via your ticket if you continue to experience any further issues.
 
Having some packet loss to a UK based server tonight, seems to be an issue in Lisbon from the MTR. Anyone else having issues?

1781720620125.png
 
Anyone else seeing high packet loss from Durban to hosts peering at NAP Durban? No loss to Joburg and upstream.

100.97.22.3 apears to the problem - problem appears to occur in the evening for the past couple of nights
 

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chiefdj said:
Anyone else seeing high packet loss from Durban to hosts peering at NAP Durban? No loss to Joburg and upstream.

100.97.22.3 apears to the problem - problem appears to occur in the evening for the past couple of nights
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Thanks I have reported this.
 
mack_again said:
Having some packet loss to a UK based server tonight, seems to be an issue in Lisbon from the MTR. Anyone else having issues?

View attachment 1915464
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Hi, yeah this looks within the transits provider network. If it continues we will escalate, but not something we can just fix unfortunately.
 
@PBCool I have moved to a new house about a month ago and this line has been up and down sometimes for a few days sometimes an hour.

I must have logged 10 calls and had Vuma here just as many times. How do I get Vuma to fix it properly. Running out of patience quickly.
 
Scary_Turtle said:
@PBCool I have moved to a new house about a month ago and this line has been up and down sometimes for a few days sometimes an hour.

I must have logged 10 calls and had Vuma here just as many times. How do I get Vuma to fix it properly. Running out of patience quickly.
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Sorry to hear that, please quote your most recent ref so we can investigate?
 
SeaSickMama said:
Hi

Whats is going on im not getting a CGNAT IP ?


Metro Fibre -CISP

#COOL-20260618-2701842​

​

@CoolEscalator​

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Hi there, thank you for reaching out.
I see this ticket was logged 11 minutes ago, Please kindly allow our team to troubleshoot the LAN negotiation issue accordingly.
Regarding the IP, I can see you are on on a public IP since 15:09pm, where you were on a CGNAT before that

There is unfortunately no guarantee that you will get a public IP, the only way to do so is to purchase a static IP through your client portal
Services-->static IP
 
CoolEscalator said:
Hi there, thank you for reaching out.
I see this ticket was logged 11 minutes ago, Please kindly allow our team to troubleshoot the LAN negotiation issue accordingly.
Regarding the IP, I can see you are on on a public IP since 15:09pm, where you were on a CGNAT before that

There is unfortunately no guarantee that you will get a public IP, the only way to do so is to purchase a static IP through your client portal
Services-->static IP
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Hi yes i was on a CGNAT before that and nothing rebooted on my side, in the end i have to reboot the Calix box so that it goes back to Gigabit and also get a new IP.
 
SeaSickMama said:
Hi yes i was on a CGNAT before that and nothing rebooted on my side, in the end i have to reboot the Calix box so that it goes back to Gigabit and also get a new IP.
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Yeah the negotiation issue is not normal . Usually its a faulty Cable, but I see you have replaced it already. It could possibly be on the ONT Port side, which our team would take up with MFN to check.

No need to reboot to get a new IP, you can just re-dial the PPPoE session and you should get a public IP most of the time.
 
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