Cool Ideas Fibre ISP – Feedback Thread 7

[CoolEscalator]

HI there, thank you for reaching out

1. Does FF use PPPOE (ala OpenServe) or DHCP (ala Vuma).

Yes Frogfoot uses PPPoE on our Network

2. There is a fibre connection coming into the place but it was not plugged into anything. Found one of those small Uniquiti Fibre ONTs and I’ve plugged it in, but no router plugged into that. Found 2, not sure which it will be, 1 is a Tenda and the other is a Mi (Xiaomi). There was a TPLINK XE500 or some such TR069 capable router (I know Afrihost loves that). This relates to Q1. If the net is supposed to cancel only at the end of August and I can use it until then, how do I get somebody from FF to come out and make sure it’s all kosher still.

Frogfoot does have Ubiquity ONT's in some areas, but normally has a Sticker with an FRG number on it, however we can place an "incomplete install" order so that FF can do a site survey to make sure all is in order.

3. When do I place my new order for the new place with CI so that I am up and going as early in September as possible. Wife works from home so quickest resolution is important for me.

I would typically recommend a week before the time, perhaps a week/half if there is going to be a site survey needed.

. If I want to get CI in quicker, s there a way I can settle the full August month for the previous Tenant with AH and/or FF so that they release sooner?

We can always request a early line release, but that would depend on Frogfoot unfortuantely. We would need your Proof of Address to show that you are the new tenant in the residence, which can speed up the process.

5. The old tenant is not technically inclined so how do I get the circuit number or whatever it is FF uses.

Frogfoot would possibly be able to locate it with the address in question, or they would allocate a new one when the order is placed.

Please let me know if you need anything else

 

[Jason-ZA]

Thanks that is strange, will definitely investigate, might be worth it for me to also stop using adguard for a while incase there might be something strange going on there with it, because I noticed from the adguard screenshot i posted earlier its making the same DNS request multiple times which might be the problem.

@CoolEscalator Thanks for the assistance/investigations with the DNS on Friday, I think the issue was adguard, or at least how I had it configured.
On the weekend I reconfigured my DNS setup from scratch and got rid of adguard, and since then things have been running 100% so far, and from the logs it seems like the amount of queries being forwarded to CISP DNS is very low now, so I shouldn’t be hitting any limits anymore, hopefully

 

[CoolEscalator]

@CoolEscalator Thanks for the assistance/investigations with the DNS on Friday, I think the issue was adguard, or at least how I had it configured.
On the weekend I reconfigured my DNS setup from scratch and got rid of adguard, and since then things have been running 100% so far, and from the logs it seems like the amount of queries being forwarded to CISP DNS is very low now, so I shouldn’t be hitting any limits anymore, hopefully

Only a pleasure. Thank you for the feedback

 

[NickZA_]

Coolzone down? Cant pay my bill

 

[CoolEscalator]

Coolzone down? Cant pay my bill

HI there, Yes it seems to have timed out. Our Devs are investigating as we speak. Apologies.

EDIT: Seems to be back

 

[ld13]

3. When do I place my new order for the new place with CI so that I am up and going as early in September as possible. Wife works from home so quickest resolution is important for me.

I would typically recommend a week before the time, perhaps a week/half if there is going to be a site survey needed.

But the line order with FF itself can only go through (be created) after the previous ISP has released the line, no?

 

[CoolEscalator]

But the line order with FF itself can only go through (be created) after the previous ISP has released the line, no?

Well it depends, if Frogfoot is able to release the line prior, then No. But we typically recommend a week beforehand so that there is time to get all the documents in order, scheduling, etc etc . Typically 72hrs should be plenty, but more time is always best in case something unforseen happens. Like previous tenant taking an ONT with them, etc etc.

 

[ld13]

3. When do I place my new order for the new place with CI so that I am up and going as early in September as possible. Wife works from home so quickest resolution is important for me.

Get some backup mobile data. I am currently in that inbetween isp limbo, and FF can take their time with these things.,

 

[WickedP3NGU1N]

Get some backup mobile data. I am currently in that inbetween isp limbo, and FF can take their time with these things.,

I have a rain Unlimited for backup when Fibre is down so I will use that in the interim, rain coverage there is just a bit sketch comperd to current location.

 

[WickedP3NGU1N]

HI there, thank you for reaching out


Yes Frogfoot uses PPPoE on our Network


Frogfoot does have Ubiquity ONT's in some areas, but normally has a Sticker with an FRG number on it, however we can place an "incomplete install" order so that FF can do a site survey to make sure all is in order.

I would typically recommend a week before the time, perhaps a week/half if there is going to be a site survey needed.

We can always request a early line release, but that would depend on Frogfoot unfortuantely. We would need your Proof of Address to show that you are the new tenant in the residence, which can speed up the process.

Frogfoot would possibly be able to locate it with the address in question, or they would allocate a new one when the order is placed.

Please let me know if you need anything else

Thank you. Ok so I will place the order about a week and a half before we move in on the 23rd. The landlord is going to get AH and FF out to survey and see whats going on, hopefully they do, but I will get the order in place. They have forwarded the email of cancellation from AH to me so that I have it and I will just provide the necessary documents to show I am the new tenant. Its weird going from owning to renting until we decide to buy again but it is what it is. If we have to wait for the month end deadline so be it ill just push the landlord to get AH and FF out to check what the previous tenant did. They unplugged routers and ONT and stuck them in a cupboard. Ill check all the hardware and see what is in there and if there are any FRG numbers etc. as well.

 

[CoolEscalator]

Thank you. Ok so I will place the order about a week and a half before we move in on the 23rd. The landlord is going to get AH and FF out to survey and see whats going on, hopefully they do, but I will get the order in place. They have forwarded the email of cancellation from AH to me so that I have it and I will just provide the necessary documents to show I am the new tenant. Its weird going from owning to renting until we decide to buy again but it is what it is. If we have to wait for the month end deadline so be it ill just push the landlord to get AH and FF out to check what the previous tenant did. They unplugged routers and ONT and stuck them in a cupboard. Ill check all the hardware and see what is in there and if there are any FRG numbers etc. as well.

Sounds like a handfull you inherited there. Goodluck .
Since you are liaising with Afrhost already, might as well ask them if they have the FRG number on File.

 

[Unkredible]

HI there, apologies for any inconvenience caused.
Our support hours are until 8pm, and 9am-3pm on Weekends.
Can you share the full Ticket reference there? As I see the full reference was excluded.
I will get you in contact with a Support agent to assist accordingly.
Many thanks

Vumatel tech came & Respliced the fibre at my ONT for the umpteenth time. Line dropped again at 8PM... like it does every night...

 

[Unkredible]

Vumatel tech came & Respliced the fibre at my ONT for the umpteenth time. Line dropped again at 8PM... like it does every night...

Reference #COOL-20260730-2740123

 

[Henrico101]

Is anyone else on Openserve, Somerset-West and just having the most god awful speeds, packetloss it feels like and constant disconnects?

I logged it ticket yesterday but have not gotten a reply yet so just curious if it’s a known issue or isolated to me

COOL-20260803-2743297

 

[CoolEscalator]

Reference #COOL-20260730-2740123

Hi there, thank you for sharing the ticket reference, I will have a look.

 

[CoolEscalator]

Is anyone else on Openserve, Somerset-West and just having the most god awful speeds, packetloss it feels like and constant disconnects?

I logged it ticket yesterday but have not gotten a reply yet so just curious if it’s a known issue or isolated to me

COOL-20260803-2743297

Hi there, apologies for any delays in our team responding. They were busy sorting out the speed package issue with Openserve. Simone will be in touch accordingly.

 

[Henrico101]

Hi there, apologies for any delays in our team responding. They were busy sorting out the speed package issue with Openserve. Simone will be in touch accordingly.

That’s all good - idk if this helps but im trying to download a game from steam or even just scroll youtube and i keep getting no internet connection even if I am online.
I changed my steam download region as well but to no avail.

 

[CoolEscalator]

That’s all good - idk if this helps but im trying to download a game from steam or even just scroll youtube and i keep getting no internet connection even if I am online.
I changed my steam download region as well but to no avail.

Yeah that sounds like there could be other issues on the link that our support team my need to have a look at after the speed profile issue is sorted. Our team will be in touch accordingly

 

[CoolEscalator]

Reference #COOL-20260730-2740123

Hi there, thank you for sharing the ticket reference, I will have a look.

Hi there. The issue has been shared with our Escalations team who will be in touch accordingly.

 

[DuckKnuckle]

@CoolEscalator seeing pings to WoW hitting 1500

-edit-
Relogging fixed the issue