Cool Ideas Fibre ISP – Feedback Thread 7

CoolEscalator said:
This would unfortunately be an FNO side issue if the PON and Auth lights are off. Would you mind logging a ticket so that we can report it to Openserve?

What you can ensure in the meantime is that the fibre patch cable is firmly connected into the ONT
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I have logged it thanks.

#COOL-20260217-2601666.
 
@CoolEscalator - logged a ticket for an outage, then it got closed to say issue was resolved, but it is seemingly still listed on MetroFibre & CoolIdeas side that there is an outage in Edenburg/Morningside. Hence my confusion and my escalation of re-opening my ticket of this morning. Any idea on ETR for these lines? Line stability was a nightmare yesterday, several drops. Then around 21:30 last night line went down. So confused by the ticket reply that issue is resolved, but last updates on outage was 20:02 last night. Metrofibre outage: Edenburg (Ticket, 1580649). Just before posting saw this now: https://coolideas.co.za/announcements/82895

I have LTE backhaul at least, but struggle with latency to CHPC in CT on it (I do simulation work there). And its genuinely crunchtime at the moment.
 
umbra said:
@CoolEscalator - logged a ticket for an outage, then it got closed to say issue was resolved, but it is seemingly still listed on MetroFibre & CoolIdeas side that there is an outage in Edenburg/Morningside. Hence my confusion and my escalation of re-opening my ticket of this morning. Any idea on ETR for these lines? Line stability was a nightmare yesterday, several drops. Then around 21:30 last night line went down. So confused by the ticket reply that issue is resolved, but last updates on outage was 20:02 last night. Metrofibre outage: Edenburg (Ticket, 1580649). Just before posting saw this now: https://coolideas.co.za/announcements/82895

I have LTE backhaul at least, but struggle with latency to CHPC in CT on it (I do simulation work there). And its genuinely crunchtime at the moment.
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HI there, thank you for reaching out.
Are you able to share your #COOL reference so that I can have a look?
But typically if your ticket logged is linked to an outage, our team is instructed to close the ticket after comunicating the outage information and link. (This is likely why the ticket shows resolved).
Reason for this is outage tickets does not always need to stay open, as updates and resolution is comunicated on the announcement link as opposed to via your ticket itself.
As 100s of tickets can come through for one outage, and it's more efficient to communicate details and updates via the centralised announcement link shared, rather than sending updates to 100's of tickets, (as an example)

If you would like to keep your ticket open, this can be requested accordingly :)
 
Hi there.

We eventually got to the outage, but the sequence of events was:

I logged a ticket last night to say there is instability on my line - I closed that one myself this morning because I had logged a separate ticket (#COOL-20260827-2763667 - Line down) for the line being down at 04:49am. At 06:40am got the response that the issue is resolved, I should restart my ONT, ticket closed - no confirmation that its actually up. Later on got a message on an outage, not for our complex, but another one in the area. Sure, they are probably all related, but still confusing and inaccurate.

Long story short: its an outage, I'm dissappointed in the very first response, but I guess everyone is human. Makes no material difference at this point, so please don't waste your time on this.

Would rather have focus on figuring out an ETR on the entire area outage at this point.

Another issue at the moment is that I'm not getting e-mail on support tickets, have to log in to see them - small issue of course, but still troublesome - logged a low priority ticket for that.

Thanks again, now time for coffee. For all of us!
 
umbra said:
Hi there.

We eventually got to the outage, but the sequence of events was:

I logged a ticket last night to say there is instability on my line - I closed that one myself this morning because I had logged a separate ticket (#COOL-20260827-2763667 - Line down) for the line being down at 04:49am. At 06:40am got the response that the issue is resolved, I should restart my ONT, ticket closed - no confirmation that its actually up. Later on got a message on an outage, not for our complex, but another one in the area. Sure, they are probably all related, but still confusing and inaccurate.

Long story short: its an outage, I'm dissappointed in the very first response, but I guess everyone is human. Makes no material difference at this point, so please don't waste your time on this.

Would rather have focus on figuring out an ETR on the entire area outage at this point.

Another issue at the moment is that I'm not getting e-mail on support tickets, have to log in to see them - small issue of course, but still troublesome - logged a low priority ticket for that.

Thanks again, now time for coffee. For all of us!
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Thank you for providing further context in this regard, completely understand how that may have come across, apologies for that.

Regarding the ETR , you can feel free to also check this link for real time updates from MFN https://metrofibre.co.za/network-status/
The latest update for Edenburg was at 09:04, advising the following:
"Kindly note that we are still working hard to bring back the fibre services in Edenburg Close, Ivory Towers, Madison Square, Woodmead Complex, and The Burgh Rivonia. We will keep you posted. MetroFibre"
 
TH3J0K3R said:
@CoolEscalator I've been calling to log a ticket for the last 30min. No answer. Office closed today?
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HI there, I do see there is a slight influx of calls this morning, and our agents are all assisting as fast as they can :)
I do see there is currently only 1 call in the queue at the moment, so the wait should not be too long. Apologies for the delay.

Alternatively I would recommend emailing [email protected] if the hold time is longer than anticipated.
 
CoolEscalator said:
HI there, I do see there is a slight influx of calls this morning, and our agents are all assisting as fast as they can :)
I do see there is currently only 1 call in the queue at the moment, so the wait should not be too long. Apologies for the delay.

Alternatively I would recommend emailing [email protected] if the hold time is longer than anticipated.
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Still no answer and no actual email reply other than an automated one....

Kinda silly that I've been trying to log this ticket for more than an hour...
 
TH3J0K3R said:
Still no answer and no actual email reply other than an automated one....

Kinda silly that I've been trying to log this ticket for more than an hour...
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That's quite odd, as our call centre has been open since 8am.
Are you using the correct number? 0105932665.

If you logged a ticket via email, our team will be in touch as soon as possible.
 
CoolEscalator said:
That's quite odd, as our call centre has been open since 8am.
Are you using the correct number? 0105932665.

If you logged a ticket via email, our team will be in touch as soon as possible.
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Yea, it's the correct number, I get through to the selections, Press 2 for connection issue and then I'm just sat here listening to elevator music.
 
TH3J0K3R said:
Yea, it's the correct number, I get through to the selections, Press 2 for connection issue and then I'm just sat here listening to elevator music.
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Strange , as I see we have had numerouse calls today.

I tested this now, called the number, pressed 2 for support, and within 10 seconds I was speaking to one of our staff.
Not sure how you were not able to get through to anyone.
However someone should be in contact via your ticket /and /via call
 
Has anyone in the Western/Eastern Cape region had issues with international traffic on IPv6 since this afternoon?
V4 works perfectly.

Trace to the cloudflare IP for mybroadband: 2606:4700:10::6814:2219 - Taken directly from the mikrotik router.

1787847382218.png
 
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Jason-ZA said:
Has anyone in the Western/Eastern Cape region had issues with international traffic on IPv6 since this afternoon?
V4 works perfectly.

Trace to the cloudflare IP for mybroadband: 2606:4700:10::6814:2219 - Taken directly from the mikrotik router.

View attachment 1932722
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Hi there, thanks
Seems there was a routing issue on the new equipment installed.
Should be fixed as of a few mins ago :)
 
CoolEscalator said:
Hi there, thanks
Seems there was a routing issue on the new equipment installed.
Should be fixed as of a few mins ago :)
Click to expand...

Thanks, i cant specifically test that cloudflare IP as its anycast and cloudflare has routed it locally again, but my other international traffic is looking good, seems back to normal again :)
 
Anyone else get kicked from Battlenet services?

[mention]CoolEscalator [/mention] managed to log back into WoW but seeing massive lag now of 3100ms
 
DuckKnuckle said:
Anyone else get kicked from Battlenet services?

[mention]CoolEscalator [/mention] managed to log back into WoW but seeing massive lag now of 3100ms
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Hi there. It Seems there was a flap on LIS to LON for a brief moment around this time, which would explain the impact. I do see the latency also increased slightly so might have been a fail over to an alternative route situation.
 
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CoolEscalator said:
Hi there. It Seems there was a flap on LIS to LON for a brief moment around this time, which would explain the impact. I do see the latency also increased slightly so might have been a fail over to an alternative route situation.
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We are investigating alternative plans for this and there are new providers coming to Lisbon which should help.
 
CoolEscalator said:
That's awesome news! Yeah the LIS-->LON link(s)has not been the most reliable.
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Well its fine, its just the OTN switch time is an issue. So either we need to manage the switch or get another service.

There is also undersea from LIS to LON
 
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