Cool Ideas Fibre ISP – Feedback Thread 7

[CrypticZA]

Mine streams were just completely stopping. Came right on its own so maybe it was just a Youtube issue.

Were you watching live stream or like a video upload?

I watch Apex ALGS most weekends and i find the YT live stream can be iffy at times and i have reverted back to just watching on Twitch

 

[DrJohnZoidberg]

Were you watching live stream or like a video upload?

I watch Apex ALGS most weekends and i find the YT live stream can be iffy at times and i have reverted back to just watching on Twitch

Just random normal videos.

 

[CoolEscalator]

HI there, Frogfoot has just confirmed the outage at 10:49
Apologies for any inconvenience caused.
I will share more updates once received.

New Outage

Outage Title: Outage | CPT | Gbayeast | Down
Details: OLT 2
Outage Ref(solid): FRG15536406
Impact Start Time: 2026-09-16 10:05:33
Impact: Hard Down

Latest Update: We have indentified a network outage partially affecting the Gordons Bay East area and have escalated to our Frogfoot Advanced Support team to investigate and identify the cause of the impact.

Latest Update: Our Frogfoot Maintenance Technician is currently en route to collect the required stock needed to address the fault. Once the necessary materials have been obtained, the technician will return to site and proceed with the repair work. Further updates will be provided as progress is made.

Outage History:
2026-09-16
-- 10:43 -- We have indentified a network outage partially affecting the Gordons Bay East area and have escalated to our Frogfoot Advanced Support team to investigate and identify the cause of the impact.
-- 11:22 -- Fault has been escalated to the Frogfoot Maintenance Team following guidance from Frogfoot Advanced Support. We are currently awaiting the assigned technician's ETA and will provide further updates as soon as this information becomes available.
-- 11:27 -- Our Frogfoot Maintenance Team is currently onsite and actively investigating the fault. We will continue to monitor progress and provide further updates.

 

[PBCool]

Yeah so the issue with the v6 deployment on AE is that Vumatel says we have to deploy it nationwide in one fell swoop. So it puts a lot of risk on the network. Not to say it wont happen but that's where we are with it.

With Afrihost being the trial ISP they were able to implement it in a gradual fashion.

So just to update here the plans are for the mass v6 deployment to happen sooner than later.

We need to physically move our GGC/Google Cache to our new DC for the v6 support.

 

[JamesOnline]

So just to update here the plans are for the mass v6 deployment to happen sooner than later.

We need to physically move our GGC/Google Cache to our new DC for the v6 support.

What are the plans for the network for the next 3 months ?

I know you always use to provide short summaries of what you are implementing or busy with (some historic ones, openserve L2TP backhaul from IPC, reclaiming IP space, etc) Just as an example

 

[leppie]

Something broken with local YT nodes... barely getting 500Kbps.

Using madcpt VPN, 60Mbps.

Video for reference:

Edit: Seems it might just be this one. Another one playing fine. But I agree with folks that YT has been flaky for months.

 

[CoolEscalator]

Something broken with local YT nodes... barely getting 500Kbps.

Using madcpt VPN, 60Mbps.

Video for reference:

Edit: Seems it might just be this one. Another one playing fine. But I agree with folks that YT has been flaky for months.

Thanks for the additional info.
Just to confirm, you are using our DNS correct?

 

[CrypticZA]

Random question for the UDM pro's... A little unrelated but i know i can trust you guys...

The red dotted line, would this be more fibre line issues or ISP? This is the packet loss line.

MTR are clean but IPERF via Wifi shows loss... *Wifi is stable on business line my laptop does not have an ethernet port and tests done aat 100meg speed on a 1gig line

 

[CoolEscalator]

Random question for the UDM pro's... A little unrelated but i know i can trust you guys...

The red dotted line, would this be more fibre line issues or ISP? This is the packet loss line.

MTR are clean but IPERF via Wifi shows loss... *Wifi is stable on business line my laptop does not have an ethernet port and tests done aat 100meg speed on a 1gig line

View attachment 1938078

I wouldn't really trust Iperf tests done over wifi.
What kind of issues are on this Businbess link? I imagine this is the Vanilla/ Octotel link correct?
But best to do direct tests to the ONT, and see what you get,

If the speeds are not accurate to the Line profile, then that is something you can also immediately log a ticket for.

 

[CrypticZA]

I wouldn't really trust Iperf tests done over wifi.
What kind of issues are on this Businbess link? I imagine this is the Vanilla/ Octotel link correct?
But best to do direct tests to the ONT, and see what you get,

Been having consistent packet loss for the past like 2 months. Looks to be congestion and its via Cybersmart Lightspeed network. Our support team can't even do phone calls at times its so bad but Vanilla just keep shurgging and doing the casual "your local speed test to down the road is fine"

 

[CoolEscalator]

Been having consistent packet loss for the past like 2 months. Looks to be congestion and its via Cybersmart Lightspeed network. Our support team can't even do phone calls at times its so bad but Vanilla just keep shurgging and doing the casual "your local speed test to down the road is fine"

Yeah no, more investigations would need to be done for sure. Has your IT team at least ruled out the internal network perchance? As that's where I would start, just to avoid back and forth with the ISP. Direct ONT tests is the way to go, especially with complex internal infrastructure.

 

[CrypticZA]

Yeah no, more investigations would need to be done for sure. Has your IT team at least ruled out the internal network perchance? As that's where I would start, just to avoid back and forth with the ISP. Direct ONT tests is the way to go, especially with complex internal infrastructure.

Our network has been fine for 5+ years with no indication of packet loss on the line via the UDM. It started showing on the graphs and problems started.

IT consultants have been making change after change and at this stage we have ruled out our internal network. We have upgraded equipment even but international speed tests are quite poor for a 1000/1000 as well. We struggle to push 500/500 international speed which is a sign of packet loss.

 

[CoolEscalator]

Our network has been fine for 5+ years with no indication of packet loss on the line via the UDM. It started showing on the graphs and problems started.

IT consultants have been making change after change and at this stage we have ruled out our internal network. We have upgraded equipment even but international speed tests are quite poor for a 1000/1000 as well. We struggle to push 500/500 international speed which is a sign of packet loss.

Yeah this is definitely a lossy situation somewhere upstream then. Vanilla /or/Cybersmart would need to isolate further.
Could possibly just be bad fibre levels or faulty equipment/ patch leads/SFP's.

 

[Frankie23]

Latest Update: Our Frogfoot Maintenance Technician is currently en route to collect the required stock needed to address the fault. Once the necessary materials have been obtained, the technician will return to site and proceed with the repair work. Further updates will be provided as progress is made.

Outage History:
2026-09-16
-- 10:43 -- We have indentified a network outage partially affecting the Gordons Bay East area and have escalated to our Frogfoot Advanced Support team to investigate and identify the cause of the impact.
-- 11:22 -- Fault has been escalated to the Frogfoot Maintenance Team following guidance from Frogfoot Advanced Support. We are currently awaiting the assigned technician's ETA and will provide further updates as soon as this information becomes available.
-- 11:27 -- Our Frogfoot Maintenance Team is currently onsite and actively investigating the fault. We will continue to monitor progress and provide further updates.

@CoolEscalator Thanks alot.

Any further updates perhaps?

 

[CoolEscalator]

@CoolEscalator Thanks alot.

Any further updates perhaps?

Sure thing.
Here are the latest updates:

Latest Update: Our Frogfoot Maintenance Technician is currently on his way back to the site and his new ETA to site is 17:00.

Outage History:
(Continued from previous post)
-- 13:44 -- Our Frogfoot Maintenance Technician is busy replacing OLT 2.
-- 14:00 -- Our Frogfoot Maintenance Technician is busy replacing OLT 2, OLT replacement was unsuccessful. The team is ordering 2 x Line cards to replace the faulty onsite.
-- 15:30 -- Our Frogfoot Maintenance Technician is at the warehouse, and stores do not have of stock the 2 line cards required. The Technician is returning to site, He is estimated to arrive onsite at 16:30.

 

[PBCool]

What are the plans for the network for the next 3 months ?

I know you always use to provide short summaries of what you are implementing or busy with (some historic ones, openserve L2TP backhaul from IPC, reclaiming IP space, etc) Just as an example

Loads of stuff going on constantly so tricky to narrow down. We have pages of projects at any given time.

Currently we're in the process of deploying a metro ring in JHB between all the major DCs.

Refurbing parts of our DC at the same time. As well as constantly upgrading stuff in 100/multiple 100Gs.

 

[NickLake]

Hi @CoolEscalator hoping you can assist.

ticket #COOL-20260916-2782733
My fibre has been down since the early hours of this morning. I logged a ticket before 8am. I've followed up with your call center multiple times. Only after repeated contacts from myself has there been any attempt to troubleshoot the issue and escalate it.
It appears that it's taken 8hrs for the issue to be escalated with Octotel. Frankly that's ridiculous.
Hoping you can assist to escalate the issue so that I can actually get some work done tomorrow...thanks

 

[PBCool]

Hi @CoolEscalator hoping you can assist.

ticket #COOL-20260916-2782733
My fibre has been down since the early hours of this morning. I logged a ticket before 8am. I've followed up with your call center multiple times. Only after repeated contacts from myself has there been any attempt to troubleshoot the issue and escalate it.
It appears that it's taken 8hrs for the issue to be escalated with Octotel. Frankly that's ridiculous.
Hoping you can assist to escalate the issue so that I can actually get some work done tomorrow...thanks

Hi, the SLA from basically all FNOs is 24-72hrs. We can try escalate but that's what they offer.

Also unfortunately if a line is still down after a maintenance period this can cause longer delays as Octotel will close tickets and they have to be reopened.

If your connectivity is critical then a form of backup is always recommended.

 

[Heisenborg]

Hi, the SLA from basically all FNOs is 24-72hrs. We can try escalate but that's what they offer.

Also unfortunately if a line is still down after a maintenance period this can cause longer delays as Octotel will close tickets and they have to be reopened.

If your connectivity is critical then a form of backup is always recommended.

You need better SLA'S. How the hell is your response acceptable?

If my company's provider sent that as a reply you can be rest assured we would be on a call right now

Not good enough.

 

[PBCool]

You need better SLA'S. How the hell is your response acceptable?

If my company's provider sent that as a reply you can be rest assured we would be on a call right now

Not good enough.

Company fibre services are backed by business SLAs. The way home fibre is cost effective is a best effort model. For the most part it is far less than 24hrs per fault but the point is that is what is on offer and it applies to everyone, which is what Open access is.

If you aren't happy with that then we can look at an alternative fibre provider if an option at all but it will have the same SLA.

I see your last line down was 2 years ago?