Cool Ideas Fibre ISP – Feedback Thread 7

rubenschoeman said:
Hey, could ticket #COOL-20261006-2802296 be escalated? I work from home and my internet is entirely dead - nothing loads. Data charges are eating me right now so it would be great to have a response and investigation into it. I also raised that my phone number needs to be updated multiple times in the past and each time this request goes unanswered so they keep calling a disconnected number. For reference, my recent sessions show "Lost-Carrier" since 2026-10-05 18:42:04. Any assistance would be appreciated here 🙏
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HI there, apologies for any delays in this regard, I have followed up internally for you.
I have also updated your phone number as well
 
HI all,

If anyone plays Valorant in JHB or KZN, please are you able to share the In-game latency for the Cape town server?

We managed to find 35.71.103.129 from a ping test tool , and made a change to bypass JHB peering and hand-off in CTN instead, as the AWS latency between JHB and CPT is not that great.


Looking to see if this managed to lower the latency a bit in-game

From a device in KZN, we are seeing around 24ms to 35.71.103.129, where it was between 35 ms normally from KZN

From JHB were seeing around 17-18ms where it was around 28ms before
 
CoolEscalator said:
HI all,

If anyone plays Valorant in JHB or KZN, please are you able to share the In-game latency for the Cape town server?

We managed to find 35.71.103.129 from a ping test tool , and made a change to bypass JHB peering and hand-off in CTN instead, as the AWS latency between JHB and CPT is not that great.


Looking to see if this managed to lower the latency a bit in-game

From a device in KZN, we are seeing around 24ms to 35.71.103.129, where it was between 35 ms normally from KZN

From JHB were seeing around 17-18ms where it was around 28ms before
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1791482836948.png
40 ping with some loss as game started
 
Just logged ticket #COOL-20261009-2807166, after a cloud gateway restart last night, fibre connectivity is all over the place but generally poor. And my listed ISP is Clear Access...

1791532662799.png
 
Neuk_ said:
Just logged ticket #COOL-20261009-2807166, after a cloud gateway restart last night, fibre connectivity is all over the place but generally poor. And my listed ISP is Clear Access...

View attachment 1943825
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HI there, thanks our team will be in touch accordingly regarding the performance issues.

Regarding the ISP listed, that's normal, as we bought an IP range from Clear Access, and takes a while to update the block
It will eventually be Cool Ideas for those IP's
 
Neuk_ said:
Just logged ticket #COOL-20261009-2807166, after a cloud gateway restart last night, fibre connectivity is all over the place but generally poor. And my listed ISP is Clear Access...

View attachment 1943825
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Rebooted our Unifi UCG and back on Cool Ideas, will monitor fibre line performance...

1791533734882.png
 

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CoolEscalator said:
HI there, thanks our team will be in touch accordingly regarding the performance issues.

Regarding the ISP listed, that's normal, as we bought an IP range from Clear Access, and takes a while to update the block
It will eventually be Cool Ideas for those IP's
Click to expand...

Thanks ;) I rebooted our UCG and am monitoring, ISP reflects as CISP now at least.
 
Neuk_ said:
Thanks ;) I rebooted our UCG and am monitoring, ISP reflects as CISP now at least.
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Yes, it just means when you rebooted, you got a normal Cool Ideas IP.
Woud not make a difference performance-se, as both would still be Coolideas, even if it says Clear Access.
 
Hi guys,

Every now and again I get assigned a CGNAT IP address which can be problematic for me for being able to access stuff like my IP cameras. From your previous responses you've said it's only in the event of overflow.

In the past I emailed support asking to be assigned a publicly routable IP address (#COOL-20260709-2723587), someone responded with "try again" and I saw I had a public IP, but now I see I got assigned a CGNAT one again today, fortunately reconnecting was enough to "fix" this.

I'm not looking to pay 10% on top of my subscription for a static IP just for this (in fact from a privacy point of view I prefer the IP changing regularly), I just need to be consistently assigned a publicly routable IP address.

You should make it so customers can opt-into a public address where they always get one assigned, everyone by default can then get a CGNAT one unless they ask you for a public one. My brother's ISP (Frogfoot I think?) works like this, he was on CGNAT, asked their support for publicly routable one and since then he's been allocated ones.

I would expect the majority of users only ever do things like social media/streaming/browsing and would never even notice not having a publicly routable address, for people like me, we should be able to just turn a switch on or something in Cool Ideas' Client Area to make it so we always get allocated from the publicly routable pool of IPs.
 
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Zuldritch said:
Hi guys,

Every now and again I get assigned a CGNAT IP address which can be problematic for me for being able to access stuff like my IP cameras. From your previous responses you've said it's only in the event of overflow.

In the past I emailed support asking to be assigned a publicly routable IP address (#COOL-20260709-2723587), someone responded with "try again" and I saw I had a public IP, but now I see I got assigned a CGNAT one again today, fortunately reconnecting was enough to "fix" this.

I'm not looking to pay 10% on top of my subscription for a static IP just for this (in fact from a privacy point of view I prefer the IP changing regularly), I just need to be consistently assigned a publicly routable IP address.

You should make it so customers can opt-into a public address where they always get one assigned, everyone by default can then get a CGNAT one unless they ask you for a public one. My brother's ISP (Frogfoot I think?) works like this, he was on CGNAT, asked their support for publicly routable one and since then he's been allocated ones.

I would expect the majority of users only ever do things like social media/streaming/browsing and would never even notice not having a publicly routable address, for people like me, we should be able to just turn a switch on or something in Cool Ideas' Client Area to make it so we always get allocated from the publicly routable pool of IPs.
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Why not just use IPV6? Or something like Tail scale? Which uses tunnels. Doesn't matter if you have a public or CGNAT , you just need internet access

Or something like cloudflare tunnels, but that needs a domain name tho.

Port forwarding is old news. There are much better alternatives out there that you just need to research.
 
Zuldritch said:
Hi guys,

Every now and again I get assigned a CGNAT IP address which can be problematic for me for being able to access stuff like my IP cameras. From your previous responses you've said it's only in the event of overflow.

In the past I emailed support asking to be assigned a publicly routable IP address (#COOL-20260709-2723587), someone responded with "try again" and I saw I had a public IP, but now I see I got assigned a CGNAT one again today, fortunately reconnecting was enough to "fix" this.

I'm not looking to pay 10% on top of my subscription for a static IP just for this (in fact from a privacy point of view I prefer the IP changing regularly), I just need to be consistently assigned a publicly routable IP address.

You should make it so customers can opt-into a public address where they always get one assigned, everyone by default can then get a CGNAT one unless they ask you for a public one. My brother's ISP (Frogfoot I think?) works like this, he was on CGNAT, asked their support for publicly routable one and since then he's been allocated ones.

I would expect the majority of users only ever do things like social media/streaming/browsing and would never even notice not having a publicly routable address, for people like me, we should be able to just turn a switch on or something in Cool Ideas' Client Area to make it so we always get allocated from the publicly routable pool of IPs.
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I agree with this.
 
Bob_James said:
Or just use literally anything else that doesn't need a public IP🤣 don't be lazy now
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I homelab the sh*t out of my house 😂, and honestly, sometimes good old port forwarding with a domain gives me the best latency and throughput.

I've used Cloudflare Tunnels, but the restrictions around video streaming and large file transfers make them less ideal for my setup.
Tailscale is great, but getting friends and family to install it on every device can be a hassle, and some devices don't even support it. (If I need more than 5 clients, I anyway need to pay.)

My main use cases are sharing Jellyfin, Immich & game servers with family and friends.

I could pay for a static public IP, but I'm perfectly happy with a dynamic public IP, even if it changes whenever my router reconnects. I've already got DDNS configured with another domain CNAME, and it works perfectly, so jahh :laugh:
 
Zuldritch said:
Hi guys,

Every now and again I get assigned a CGNAT IP address which can be problematic for me for being able to access stuff like my IP cameras. From your previous responses you've said it's only in the event of overflow.

In the past I emailed support asking to be assigned a publicly routable IP address (#COOL-20260709-2723587), someone responded with "try again" and I saw I had a public IP, but now I see I got assigned a CGNAT one again today, fortunately reconnecting was enough to "fix" this.

I'm not looking to pay 10% on top of my subscription for a static IP just for this (in fact from a privacy point of view I prefer the IP changing regularly), I just need to be consistently assigned a publicly routable IP address.

You should make it so customers can opt-into a public address where they always get one assigned, everyone by default can then get a CGNAT one unless they ask you for a public one. My brother's ISP (Frogfoot I think?) works like this, he was on CGNAT, asked their support for publicly routable one and since then he's been allocated ones.

I would expect the majority of users only ever do things like social media/streaming/browsing and would never even notice not having a publicly routable address, for people like me, we should be able to just turn a switch on or something in Cool Ideas' Client Area to make it so we always get allocated from the publicly routable pool of IPs.
Click to expand...
HI there, thank you for the suggestion.
Unfortunately were not in the position at the moment to implement the suggested changes, and will remain on the Public IP --> CGNAT as overflow in the meantime.
The only way to ensure no CGNAT at the moment is to purchase a Static IP at R100 p/m.

We will however definitely considder the proposed changes with our team internally.
Zuldritch said:
In the past I emailed support asking to be assigned a publicly routable IP address (#COOL-20260709-2723587), someone responded with "try again" and I saw I had a public IP, but now I see I got assigned a CGNAT one again today, fortunately reconnecting was enough to "fix" this.
Click to expand...
Regarding this, our team most likely just restarted your session, and a public IP was assigned automatically once one became available. Our support staff do not have the ability to choose to assign a public IP, as we can only do so via Static IP allocation at the moment.
 
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