Cool Ideas Fibre ISP – Feedback Thread 7

PBCool said:
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?
Click to expand...
Wow ok

My line health is irrelevant. But for the record its been down multiple times in that period.

Just amazing for all to see
 
Heisenborg said:
Wow ok

My line health is irrelevant. But for the record its been down multiple times in that period.

Just amazing for all to see
Click to expand...
I dont understand what is amazing for all to see, these are the facts with home fibre services. Again the majority have multiple years uptime and low downtime with great turnarounds. But facts are facts around the SLAs etc

If a customer has a poor experience with a fibre provider and we have alternatives we will move them at our cost etc.

We never try and hide these sorts of things.
 
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PBCool said:
I dont understand what is amazing for all to see, these are the facts with home fibre services. Again the majority have multiple years uptime and low downtime with great turnarounds. But facts are facts around the SLAs etc

We never try and hide these sorts of things.
Click to expand...
I work for an online company, and our one massive supplier is of course couriers. And now in South Africa majority of them are rather poor but you pick the best of the bad bunch. I am a hybrd employee meaning i work in finance, IT and work with our support team on the finance side of things.

Now from being on the support side of things the behaviour you have seen above is what i deem the "norm" of South Africans. While we as a company do our best to pick, pack and ship things to you and our SLA times are met often our couriers fail but your average South African blames us and says its our fault.

While the courier is our responsibility we have to accept it will never be perfect and honestly a lot of the time the person gave the wrong address, phone number or they ignoring the courier calling them wanting to arrange the delivery.

This means they miss their SLA, same applies for when we tell a customer delivery is 2 to 3 days because thats the couriers SLA but they want it NOW.

Sadly your average South African from my experience can't deal with the fact companies have suppliers and those supplier often dictate the terms of service and leadtimes... or even worse they let the company down.

I have so many customers i wish i could just block from every buying from us...
 
CrypticZA said:
I work for an online company, and our one massive supplier is of course couriers. And now in South Africa majority of them are rather poor but you pick the best of the bad bunch. I am a hybrd employee meaning i work in finance, IT and work with our support team on the finance side of things.

Now from being on the support side of things the behaviour you have seen above is what i deem the "norm" of South Africans. While we as a company do our best to pick, pack and ship things to you and our SLA times are met often our couriers fail but your average South African blames us and says its our fault.

While the courier is our responsibility we have to accept it will never be perfect and honestly a lot of the time the person gave the wrong address, phone number or they ignoring the courier calling them wanting to arrange the delivery.

This means they miss their SLA, same applies for when we tell a customer delivery is 2 to 3 days because thats the couriers SLA but they want it NOW.

Sadly your average South African from my experience can't deal with the fact companies have suppliers and those supplier often dictate the terms of service and leadtimes... or even worse they let the company down.

I have so many customers i wish i could just block from every buying from us...
Click to expand...
Yeap, also these forums are for escalations, discussions and education. Obviously justified escalations we will address and work to improve.
 
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Smh

There are 2 sides to this story.

A supplier blaming the underlying service provider cuz muh SLA'S. Ok

Second part being holding the underlying supplier to account and making a difference

@CrypticZA good luck with that mentality and @PBCool circle jerking with the thumbs up

Cool ideas as a SP is as good as it gets but this sort of interaction shows what that means

/thumbs up
 
Heisenborg said:
Smh

There are 2 sides to this story.

A supplier blaming the underlying service provider cuz muh SLA'S. Ok

Second part being holding the underlying supplier to account and making a difference

@CrypticZA good luck with that mentality and @PBCool circle jerking with the thumbs up

Cool ideas as a SP is as good as it gets but this sort of interaction shows what that means

/thumbs up
Click to expand...

I get you want better support and SLAs etc, but there are commercial agreements around these services. As there are with *every* other service you subscribe to.

And as mentioned being around the Open Access model the terms are the same for everyone, so either we accept common terms and work with them, or not offer a service at all. We deal with cases with every month with FNOs holding them to task where we can.

As mentioned in this situation the line last suffered an outage 2 years ago. That is a better service uptime compared to any other utility. If you want 100% uptime then have a backup service, as with every other utility. Circle jerks aside.
 
PBCool said:
I get you want better support and SLAs etc, but there are commercial agreements around these services. As there are with *every* other service you subscribe to.

And as mentioned being around the Open Access model the terms are the same for everyone, so either we accept common terms and work with them, or not offer a service at all. We deal with cases with every month with FNOs holding them to task where we can.

As mentioned in this situation the line last suffered an outage 2 years ago. That is a better service uptime compared to any other utility. If you want 100% uptime then have a backup service, as with every other utility. Circle jerks aside.
Click to expand...
Again. Why are you mentioning me specifically. You can review my mentions on this thread as to outages. Are you drunk or something.

Focus on the actual issue of passing the problem to customers and SLA'S YOU signed with YOUR providers
 
Heisenborg said:
Again. Why are you mentioning me specifically. You can review my mentions on this thread as to outages. Are you drunk or something.

Focus on the actual issue of passing the problem to customers and SLA'S YOU signed with YOUR providers
Click to expand...
I am using the post as an example case, and you are the one posting about it. I dont have the details of your history and I am explaining how the industry works.

Clearly wasting my time.
 
PBCool said:
I am using the post as an example case, and you are the one posting about it. I dont have the details of your history and I am explaining how the industry works.

Clearly wasting my time.
Click to expand...
You dont have the history but saying i haven't had an issue in 2 yrs? Alrighty then

You are wasting everyone's time with the SLA kak

Have you resolved the issue that was posted?
 
PBCool said:
"As mentioned in this situation the line last suffered an outage 2 years ago"

With reference to the OP.
Click to expand...
With reference to the OP but mentioned me specifically not having issues in a period of 2yrs.

You need to connect the user with the issue you are so vehemently defending
 
Heisenborg said:
Did you resolve the issue for your paying customer though?
Click to expand...
I cant escalate when the fault is within terms, I have mentioned this multiple times. We can put pressure on Octotel but if they dont have resources then we cannot escalate beyond that.

Again what I have been saying I this thread.
 
PBCool said:
I cant escalate when the fault is within terms, I have mentioned this multiple times. We can put pressure on Octotel but if they dont have resources then we cannot escalate beyond that.

Again what I have been saying I this thread.
Click to expand...
Again what i have been saying in this thread.

Get better SLA's.

Or just go oopsies
 
@PBCool ignore the troll and have some semi intelligent conversation with me. When I query different DNS servers , youtube always gives the same few IP addresses... even when querying your dns server. I always thought you had your own seperate google cache box?

Reason I checked is cause my youtube performance has just tanked since this afternoon.
Code: 
nslookup www.youtube.com 154.0.1.1
Server:  154-0-1-1.core.cisp.co.za
Address:  154.0.1.1

Non-authoritative answer:
Name:    www.youtube.com
Addresses:  2001:4860:4826:400::
          2001:4860:4827:400::
          2001:4860:4828:400::
          2001:4860:482b:400::
          2001:4860:482d:400::
          2001:4860:482a:400::
          2001:4860:482c:400::
          2001:4860:4829:400::
          142.251.152.4
          142.251.157.4
          142.251.151.4
          142.251.153.4
          142.251.154.4
          142.251.150.4
          142.251.156.4
          142.251.155.4


nslookup www.youtube.com 1.1.1.1
Server:  one.one.one.one
Address:  1.1.1.1

Non-authoritative answer:
Name:    www.youtube.com
Addresses:  2001:4860:482a:400::
          2001:4860:4827:400::
          2001:4860:482b:400::
          2001:4860:482d:400::
          2001:4860:4828:400::
          2001:4860:4826:400::
          2001:4860:482c:400::
          2001:4860:4829:400::
          142.251.150.4
          142.251.155.4
          142.251.156.4
          142.251.154.4
          142.251.152.4
          142.251.153.4
          142.251.157.4
          142.251.151.4


nslookup www.youtube.com 9.9.9.9
Server:  dns9.quad9.net
Address:  9.9.9.9

Non-authoritative answer:
Name:    www.youtube.com
Addresses:  2001:4860:4828:400::
          2001:4860:4827:400::
          2001:4860:482d:400::
          2001:4860:4829:400::
          2001:4860:482a:400::
          2001:4860:482b:400::
          2001:4860:482c:400::
          2001:4860:4826:400::
          142.251.151.4
          142.251.156.4
          142.251.154.4
          142.251.153.4
          142.251.155.4
          142.251.157.4
          142.251.152.4
          142.251.150.4
 
abudabi said:
@PBCool ignore the troll and have some semi intelligent conversation with me. When I query different DNS servers , youtube always gives the same few IP addresses... even when querying your dns server. I always thought you had your own seperate google cache box?

Reason I checked is cause my youtube performance has just tanked since this afternoon.
Code: 
nslookup www.youtube.com 154.0.1.1
Server:  154-0-1-1.core.cisp.co.za
Address:  154.0.1.1

Non-authoritative answer:
Name:    www.youtube.com
Addresses:  2001:4860:4826:400::
          2001:4860:4827:400::
          2001:4860:4828:400::
          2001:4860:482b:400::
          2001:4860:482d:400::
          2001:4860:482a:400::
          2001:4860:482c:400::
          2001:4860:4829:400::
          142.251.152.4
          142.251.157.4
          142.251.151.4
          142.251.153.4
          142.251.154.4
          142.251.150.4
          142.251.156.4
          142.251.155.4


nslookup www.youtube.com 1.1.1.1
Server:  one.one.one.one
Address:  1.1.1.1

Non-authoritative answer:
Name:    www.youtube.com
Addresses:  2001:4860:482a:400::
          2001:4860:4827:400::
          2001:4860:482b:400::
          2001:4860:482d:400::
          2001:4860:4828:400::
          2001:4860:4826:400::
          2001:4860:482c:400::
          2001:4860:4829:400::
          142.251.150.4
          142.251.155.4
          142.251.156.4
          142.251.154.4
          142.251.152.4
          142.251.153.4
          142.251.157.4
          142.251.151.4


nslookup www.youtube.com 9.9.9.9
Server:  dns9.quad9.net
Address:  9.9.9.9

Non-authoritative answer:
Name:    www.youtube.com
Addresses:  2001:4860:4828:400::
          2001:4860:4827:400::
          2001:4860:482d:400::
          2001:4860:4829:400::
          2001:4860:482a:400::
          2001:4860:482b:400::
          2001:4860:482c:400::
          2001:4860:4826:400::
          142.251.151.4
          142.251.156.4
          142.251.154.4
          142.251.153.4
          142.251.155.4
          142.251.157.4
          142.251.152.4
          142.251.150.4
Click to expand...

The www.youtube.com domain isnt served from the cache, and also doesnt serve the video content.
The best way to check is to use this debug site: https://redirector.googlevideo.com/report_mapping?di=no

Another way is to use a chrome extention called IPvFoo and you can see the IPs that the content pulls from.
 
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