Cool Ideas Fibre ISP – Feedback Thread 7

Jason-ZA said:
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.
Click to expand...
Thanks was just posting this, GGC doesnt really use DNS mapping as most caches do so its pretty difficult to bypass being served from your locally connected caches.

Googles local transit then fills the GGCs, so basically you are using their transit for certain content.

The easiest way to bypass is the UK VPN, or we look to advertise our cache internationally which we've done in the past.
 
abudabi said:
Hmmm.. ok... so when i went to the redirector I got :

MY IP => cispza-jnb1 (102.132.147.0/24)

how do I interpret that?
Click to expand...

the cispza-jnb1 is what you are looking for.

Here is an example with IPv6:
(My IPV6 address) => kznnog-cpt1 (2c0f:f9a8:8000::/36)

So in this case mine pulls from the ZANOG cache in CPT, which performs very well for me, havent had any issues with it.

The only strange thing is that it switches between the zanog cache, and google direct in JHB depending on time of day, but both have been fine.
 
abudabi said:
OK so i guess that vid is not properly cached for some reason. Opened a different (newer) vid and that plays just fine.
Click to expand...
Yeah its super hit and miss with YT at the moment, but if it continues we will do the transport ourselves. So keep me updated in the next few days.
 
NickLake said:
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
Click to expand...
Hi there. Thanks for reaching out and bringing this to our attention.
Just to not get this post lost in the pile, I will be sure to check where our processes may have failed you in this instance. We are always looking to improve our service where we can.

In this particular instance, it seems your link did not restore, along with a few other customers, after Octotel completed their maintenance this morning at 5am. Our team picked up the trend and informed Octotel accordingly, however no acknowledge of an ongoing issue has been confirmed, hence we posted a suspected outage which was communicated through.

I will follow up with our team first thing in the morning to find out the latest updates from Octotel in this regard, as this is affecting multiple customers in your area, or at least a few we know about, and Octotel needs to sort it out accordingly.

Please be rest assured that even though your ticket may not always be updated as frequently, we still have teams actively applying pressure behind the scenes to resolve your issues accordingly.

I do agree that delays in communication to you, contributed in avoidable frustration caused. We will be sure to improve our communication where possible. Thank you.
 
@PBCool @CoolEscalator This is not a major thing, but I thought it would be worth me asking.

The madcptvpn seems to have some minor loss lately and unstable latency, based on the traces I have run it looks like its on the server's host network and not a CISP issue, but I was wondering if there is anything that can be done from your side such a logging a ticket with the server provider, etc...
its also possible that only I am seeing this, but everything else seems clean my side.

1789591639644.png
 
Jason-ZA said:
@PBCool @CoolEscalator This is not a major thing, but I thought it would be worth me asking.

The madcptvpn seems to have some minor loss lately and unstable latency, based on the traces I have run it looks like its on the server's host network and not a CISP issue, but I was wondering if there is anything that can be done from your side such a logging a ticket with the server provider, etc...
its also possible that only I am seeing this, but everything else seems clean my side.

View attachment 1938153
Click to expand...
Thanks, I do see the loss on my side as well

I don't see loss on madcptvpn2.cisp.co.za, can you test/use this one in the interim? I believe this one is with another host elsewhere in spain.
 
Jason-ZA said:
Ah thanks, I forgot about the 2nd server, I can use this one in the meantime :)
Click to expand...
No worries, but yes I see the same loss on both madvpn.cisp.co.za and madcptvpn.cisp.co.za. They are with the same host, so its possible there is issues with the host, or the services are possibly limited bandwidth-wise for some reason/ or were reaching the bandwidth cap and saturating as a result.

But we will investigate accordingly :)
 
CoolEscalator said:
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.
Click to expand...
@CoolEscalator any new updates?

EDIT 07:10: My line came up at ~07:05. Hope it stays up.

Thanks!
 
Last edited:
PBCool said:
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.
Click to expand...
Hi. Thanks for the response. I'd appreciate any assistance possible.

Note that my issue is the level of response I feel I've received from Cool Ideas support. Hence me posting here for escalation assistance.
Fine if the issue is with Octotel, but it shouldn't take almost 8hrs for the issue to be escalated to them.
So although I'd like Cool Ideas to provide me with what I'm paying for from a connectivity perspective, I understand the lack of SLA around uptime. However lack of timeous troubleshooting on things you can control is disappointing.

For the record, I do have SIM based secondary connectivity but signal is too poor in my location for the bulk of my work....hence my fibre connection!
 
NickLake said:
Hi. Thanks for the response. I'd appreciate any assistance possible.

Note that my issue is the level of response I feel I've received from Cool Ideas support. Hence me posting here for escalation assistance.
Fine if the issue is with Octotel, but it shouldn't take almost 8hrs for the issue to be escalated to them.
So although I'd like Cool Ideas to provide me with what I'm paying for from a connectivity perspective, I understand the lack of SLA around uptime. However lack of timeous troubleshooting on things you can control is disappointing.

For the record, I do have SIM based secondary connectivity but signal is too poor in my location for the bulk of my work....hence my fibre connection!
Click to expand...
Completely understand. We will be sure to get this sorted for you as soon as possible.

EDIT: we see the link is online after Octotel reset the ONT
 
Last edited:
@CoolEscalator What is the rate limit for the 200/200 package on Openserve?

On my 500Mbps Openserve I get around 530 and I remember it was mentioned previously that the 100Mbps package is at 110Mbps so just wondering what 200Mbps is set to.
 
NR7 said:
@CoolEscalator What is the rate limit for the 200/200 package on Openserve?

On my 500Mbps Openserve I get around 530 and I remember it was mentioned previously that the 100Mbps package is at 110Mbps so just wondering what 200Mbps is set to.
Click to expand...
HI there, it should always be 10% extra, so for 200, its 220
 
  • Like
Reactions: NR7
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X