Constant disconnects on Cool Ideas Octotel

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phoenix99

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This problem first appeared on June 4 2021. CI 100/100 line via Octotel. Cape Town Southern Suburbs.

Random disconnects anywhere from 2 - 60 minutes at a time. at its worst, upwards of 20 times a day. Internet light on router (TP Link Archer C20) goes orange and no internet via wired or wireless connection.

After over a month of many, MANY ping, tracert and MTR tests, both via the router and connected directly to the ONT(no outages when connected directly to ONT), CI sent me a new TP Link Archer C20 router, and nothing changed. even tried disconnecting the range extender to try to isolate the problem with no joy.

It got so bad that my wife(who has been working from home since beginning of lockdown) had to go back to the office full time. Some examples of the regularity of this:

11 August outages
8:50-9:00
9:19-9:21
10:40-10:45
10:54-10:59
11:02-11:05
11:13-11:16
12:53-12:56
13:14-13:17
19:54-19:55
20:07-20:27
20:30-20:31
20:32-20:53
21:00-21:04
21:08-21:11
21:20-21:25
21:26-21:46

18 August outages
14:49-14:51
14:52-14:53
14:54-14:55
14:56-14:57
14:58-15:01
15:02-15:04
15:05-15:06
15:07-15:09
15:10-15:14
15:15-15:16
15:17-15:20
15:28-15:29
15:30-15:32
15:33-15:34
15:35-15:38
15:39-15:40
15:41-15:42
15:43-15:44
15:45-15:47
15:48-15:51
15:52-15:53

After numerous promises of Octotel doing maintenance that would resolve the issue, I called Octotel directly and they say it's on the ISP side. CI says it's Octotel that have the issue. I honestly don't care who does it, just pure desperation now to have a stable connection. Every day is just another delay or excuse from the ISP, and after 3 months of this, I have lost all hope that they can help me/

Even if it isn't a CI issue, they are the people I pay for this service, and I am not getting what I'm paying for.

the email chain is now well over 100 messages long, and we're entering month 4 of this with ZERO progress.
 
Last edited:
I am on a different ISP, but I am also on Octotel.
We are seeing disconnectes which align with your times given above.
Octotel changed the network on or around 1 July and it's been downhill ever since. I am busy fighting with my ISP to get Octotel to do something. All I get is promises, promises (like the song title) so good luck
 
I hear you. CI keeps telling me that it's Octotel, but unfortunately, my money goes to CI, and they are my contact point, and therefore the only place I can take this to.
 
phoenix99 said:
I hear you. CI keeps telling me that it's Octotel, but unfortunately, my money goes to CI, and they are my contact point, and therefore the only place I can take this to.
Click to expand...
Are you by any chance near Ronderbosch?
 
phoenix99 said:
Kenilworth
Click to expand...
You more than likely going through their Rondebosch POP

Firstly don't believe everything Octotel says... They say this is perfect... this is a 50/50 business line we pay R5400 per month for in 3 years it's never gotten 50/50.
1630349188082.png
Second point:
1630349255762.png

This POP got damaged a while ago and i know of a few people suffering since then as well, and if you look above, check how many maintenances they have done on it, surely when you see this much maintenance you know it's screwed....

Disclaimer: I am in no way blaming either party/defending CISP but i thought i'd share the above especially the second part that there does seem something sus.
 
CI has told me of Octotel maintenance on at least four occasions over this period.

Unfortunately they also said each time that that particular maintenance should solve the problem.

I'm sure that Octotel is most likely the culprit here, but as said before, the ISP gets my money, and they're supposed to manage the line for me, so who else does one turn to?
 
phoenix99 said:
CI has told me of Octotel maintenance on at least four occasions over this period.

Unfortunately they also said each time that that particular maintenance should solve the problem.

I'm sure that Octotel is most likely the culprit here, but as said before, the ISP gets my money, and they're supposed to manage the line for me, so who else does one turn to?
Click to expand...
Octofail IS to blame... no doubt about it.
The problem is that Octofail don't care.. they've got very thick skins. Not even Vox Telecom can get anything out of them.

However thanks to the info posted in this thread, I now have more ammo because my next stop is the ISPA
 
CrypticZA said:
You more than likely going through their Rondebosch POP

Firstly don't believe everything Octotel says... They say this is perfect... this is a 50/50 business line we pay R5400 per month for in 3 years it's never gotten 50/50.
View attachment 1137318
Second point:
View attachment 1137320

This POP got damaged a while ago and i know of a few people suffering since then as well, and if you look above, check how many maintenances they have done on it, surely when you see this much maintenance you know it's screwed....

Disclaimer: I am in no way blaming either party/defending CISP but i thought i'd share the above especially the second part that there does seem something sus.
Click to expand...
Can you kindly direct me to where you got this info?
Yes we had two days this year with no internet for over 12 hours a piece, and no feedback they claim its a "fibre break". However it does seem that they keep trying to fix the thing like a FIAT. Except its not a FIAT so Fix It Again, Tony, doesn't help.
 
PaulMurkin said:
Can you kindly direct me to where you got this info?
Yes we had two days this year with no internet for over 12 hours a piece, and no feedback they claim its a "fibre break". However it does seem that they keep trying to fix the thing like a FIAT. Except its not a FIAT so Fix It Again, Tony, doesn't help.
Click to expand...
+1 the other part of my complaint is that CI treats me like a mushroom. The drip feed of info and updates is slow at the best times.
 
phoenix99 said:
+1 the other part of my complaint is that CI treats me like a mushroom. The drip feed of info and updates is slow at the best times.
Click to expand...
Well CI have just been acquired by AfriFail, so expect that to get a lot worse... I would not recommend changing your ISP though, as they are not the problem. I am also being treated like a mushroom by my ISP but hey, its fun to give the consultant a tongue-lashing especially when you know you are right.

The thing is, I happened to have found Octofail's offices, its in a shitty part of Observatory, so if I get no joy, watch me get into the car and take a drive there for a word or two with their managers
 
I have given my month's notice, partly because of the Afrihost buy. I've had my nightmare with Afrihost ADSL and vowed to never give them my money again, even to a subsidiary.
 
phoenix99 said:
I have given my month's notice, partly because of the Afrihost buy. I've had my nightmare with Afrihost ADSL and vowed to never give them my money again, even to a subsidiary.
Click to expand...
Indeed, Afrihost still owe me money, but alas, too small an amount to blacklist them for. But yes, by far, Afrihost is the absolute worst ISP I have ever dealt with in my life, even worse than dealing with Eskom or Telkom
 
PaulMurkin said:
I have no feedback... waiting for 5PM then I get the ISPA involved. The deadline I gave Vox is fast approaching...
Click to expand...
ISPA won't do much to be honest as Octotel isn't a member.
 
PBCool said:
May I have your support ref please? Apologies I am catching up on all of these cases. ISPA won't do much to be honest as Octotel isn't a member.
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Aha... thought so... so Octotel are just like the corner loan sharks. Sneaky and clever

I am not your client but my disconnects coincide with your client's disconnects... the times match up exactly.
OK, Plan B... I need to visit a friend tomorrow who has come out of surgery, I am going to make a stop there at Octotel's offices and if they want to get heavy with me I will lawyer up but either way I will speak to a manager and tell them to pull their fat fingers out their arse
 
PaulMurkin said:
Aha... thought so... so Octotel are just like the corner loan sharks. Sneaky and clever

I am not your client but my disconnects coincide with your client's disconnects... the times match up exactly.
OK, Plan B... I need to visit a friend tomorrow who has come out of surgery, I am going to make a stop there at Octotel's offices and if they want to get heavy with me I will lawyer up but either way I will speak to a manager and tell them to pull their fat fingers out their arse
Click to expand...
Have you confirmed if Openserve is not an option at your address?
 
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