Cool Ideas Fibre ISP – Feedback Thread 2

Ripstorm

Well-Known Member
Joined
Apr 2, 2007
Messages
337
Please do, thanks.
Just got home - 260ms.
Using https://us-looking-glass.battle.net/ for testing to EU wow server


########################################

TRACEROUTE:
traceroute to 155.93.237.8 (155.93.237.8), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.427 ms 0.428 ms 0.429 ms
2 37.244.24.2 (37.244.24.2) 0.650 ms 0.758 ms 0.861 ms
3 Blizzard Blizzard 1.566 ms 1.593 ms 1.683 ms
4 137.221.66.46 (137.221.66.46) 1.222 ms 1.244 ms 1.248 ms
5 137.221.78.72 (137.221.78.72) 285.338 ms 285.388 ms 285.400 ms
6 137.221.65.90 (137.221.65.90) 6.868 ms 6.943 ms 6.943 ms
7 137.221.79.32 (137.221.79.32) 7.164 ms 7.006 ms 7.477 ms
8 195.66.227.27 (195.66.227.27) 7.415 ms 7.440 ms 7.573 ms
9 195.66.239.27 (195.66.239.27) 7.670 ms 7.427 ms 7.419 ms
10 uwt-cust.coolideas.co.za (154.0.4.157) 146.900 ms 146.700 ms 146.868 ms
11 102.132.175.114 (102.132.175.114) 151.497 ms 151.638 ms 150.991 ms
12 102.132.175.36 (102.132.175.36) 149.142 ms 149.182 ms 149.397 ms
13 * * *
14 * * *
15 * * *


12/06/2019 16:01:31 UTC
--------------------

TRACEROUTE:
traceroute to 155.93.237.8 (155.93.237.8), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.330 ms 0.328 ms 0.336 ms
2 37.244.24.2 (37.244.24.2) 0.578 ms 0.695 ms 0.733 ms
3 Blizzard Blizzard 1.423 ms 1.533 ms 1.563 ms
4 137.221.66.46 (137.221.66.46) 1.079 ms 1.107 ms 1.560 ms
5 137.221.78.72 (137.221.78.72) 424.924 ms 424.983 ms 644.832 ms
6 137.221.65.90 (137.221.65.90) 6.828 ms 7.080 ms 7.046 ms
7 137.221.79.32 (137.221.79.32) 6.942 ms 7.051 ms 7.012 ms
8 195.66.227.27 (195.66.227.27) 7.155 ms 7.210 ms 7.311 ms
9 195.66.239.27 (195.66.239.27) 7.220 ms 7.206 ms 7.213 ms
10 uwt-cust.coolideas.co.za (154.0.4.157) 147.116 ms 147.145 ms 146.691 ms
11 102.132.175.114 (102.132.175.114) 149.262 ms 149.442 ms 148.863 ms
12 102.132.175.36 (102.132.175.36) 149.067 ms 149.098 ms 149.190 ms
13 * * *
14 * * *
15 * * *


12/06/2019 16:01:32 UTC
--------------------

PING:
PING 155.93.237.8 (155.93.237.8) 56(84) bytes of data.

--- 155.93.237.8 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3008ms



12/06/2019 16:01:31 UTC
--------------------

TRACEROUTE:
traceroute to 155.93.237.8 (155.93.237.8), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.498 ms 0.481 ms 0.478 ms
2 37.244.25.130 (37.244.25.130) 1.119 ms 1.142 ms 1.141 ms
3 Blizzard Blizzard 1.221 ms 1.496 ms 1.581 ms
4 137.221.66.32 (137.221.66.32) 1.124 ms 3.807 ms 3.823 ms
5 137.221.77.70 (137.221.77.70) 3.823 ms 3.822 ms 3.822 ms
6 137.221.77.34 (137.221.77.34) 1.043 ms 0.745 ms 1.178 ms
7 he.par.franceix.net (37.49.236.10) 16.790 ms 4.807 ms 4.801 ms
8 100ge11-1.core1.lon2.he.net (184.105.223.253) 8.362 ms 8.458 ms 8.320 ms
9 100ge4-1.core1.lon3.he.net (184.105.64.238) 8.752 ms 8.749 ms 9.336 ms
10 195.66.239.27 (195.66.239.27) 11.359 ms 11.357 ms 9.058 ms
11 uvt-cust.coolideas.co.za (154.0.4.121) 148.801 ms * 147.983 ms
12 102.132.175.114 (102.132.175.114) 152.075 ms 150.302 ms 151.928 ms
13 102.132.175.36 (102.132.175.36) 153.494 ms 153.541 ms 153.667 ms
14 * * *
15 * * *


12/06/2019 16:01:34 UTC
--------------------

PING:
PING 155.93.237.8 (155.93.237.8) 56(84) bytes of data.

--- 155.93.237.8 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3005ms



12/06/2019 16:01:32 UTC
--------------------

TRACEROUTE:
traceroute to 155.93.237.8 (155.93.237.8), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.459 ms 0.448 ms 0.447 ms
2 37.244.25.130 (37.244.25.130) 1.128 ms 1.153 ms 1.177 ms
3 Blizzard Blizzard 1.185 ms 2.596 ms 2.622 ms
4 137.221.66.32 (137.221.66.32) 1.230 ms 1.246 ms 1.343 ms
5 137.221.77.70 (137.221.77.70) 2.652 ms 2.664 ms 2.666 ms
6 137.221.77.34 (137.221.77.34) 1.108 ms 1.203 ms 1.164 ms
7 he.par.franceix.net (37.49.236.10) 1.104 ms 1.004 ms 9.582 ms
8 100ge11-1.core1.lon2.he.net (184.105.223.253) 8.664 ms 8.706 ms 8.871 ms
9 100ge4-1.core1.lon3.he.net (184.105.64.238) 11.774 ms 11.942 ms 8.799 ms
10 195.66.239.27 (195.66.239.27) 8.744 ms 11.839 ms 8.470 ms
11 uwt-cust.coolideas.co.za (154.0.4.157) 148.377 ms 148.254 ms 151.159 ms
12 102.132.175.114 (102.132.175.114) 152.714 ms 153.233 ms 153.385 ms
13 102.132.175.36 (102.132.175.36) 151.963 ms 152.140 ms 151.586 ms
14 * * *
15 * * *


12/06/2019 16:01:37 UTC
--------------------

PING:
PING 155.93.237.8 (155.93.237.8) 56(84) bytes of data.

--- 155.93.237.8 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 2999ms



12/06/2019 16:01:37 UTC
--------------------

PING:
PING 155.93.237.8 (155.93.237.8) 56(84) bytes of data.

--- 155.93.237.8 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 2999ms



12/06/2019 16:01:40 UTC
--------------------

MTR:
Start: Wed Jun 12 16:01:31 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.4 0.3 0.5 0.0
2.|-- 37.244.24.2 0.0% 10 0.7 0.6 0.5 0.8 0.0
3.|-- Blizzard 0.0% 10 1.8 1.5 1.4 1.8 0.0
4.|-- 137.221.66.46 0.0% 10 1.3 1.5 1.1 2.8 0.3
5.|-- 137.221.78.72 0.0% 10 91.7 199.6 64.6 491.2 144.3
6.|-- 137.221.65.90 0.0% 10 6.9 7.0 6.9 7.1 0.0
7.|-- 137.221.79.32 0.0% 10 7.0 9.6 6.9 23.8 5.5
8.|-- 195.66.227.27 0.0% 10 7.3 7.3 7.2 7.5 0.0
9.|-- 195.66.239.27 0.0% 10 7.3 7.3 7.2 7.4 0.0
10.|-- uwt-cust.coolideas.co.za 0.0% 10 146.9 147.0 146.9 147.2 0.0
11.|-- 102.132.175.114 0.0% 10 149.2 152.2 148.8 163.7 6.0
12.|-- 102.132.175.36 0.0% 10 149.2 149.0 148.8 149.8 0.0
13.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


12/06/2019 16:01:31 UTC
--------------------

MTR:
Start: Wed Jun 12 16:01:31 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.4 0.3 0.4 0.0
2.|-- 37.244.24.2 0.0% 10 0.6 0.6 0.5 0.8 0.0
3.|-- Blizzard 0.0% 10 1.8 1.5 1.4 1.8 0.0
4.|-- 137.221.66.46 0.0% 10 1.3 1.5 1.1 2.8 0.3
5.|-- 137.221.78.72 0.0% 10 91.7 197.3 64.6 491.2 142.9
6.|-- 137.221.65.90 0.0% 10 6.9 7.0 6.9 7.1 0.0
7.|-- 137.221.79.32 0.0% 10 7.0 9.6 7.0 23.8 5.5
8.|-- 195.66.227.27 0.0% 10 7.4 7.3 7.2 7.6 0.0
9.|-- 195.66.239.27 0.0% 10 7.3 7.3 7.2 7.5 0.0
10.|-- uwt-cust.coolideas.co.za 0.0% 10 147.0 147.0 146.9 147.2 0.0
11.|-- 102.132.175.114 0.0% 10 149.0 152.1 148.9 163.7 6.0
12.|-- 102.132.175.36 0.0% 10 149.0 149.1 148.7 149.6 0.0
13.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


12/06/2019 16:01:31 UTC
--------------------

MTR:
Start: Wed Jun 12 16:01:34 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.3 0.3 0.4 0.0
2.|-- 37.244.25.130 0.0% 10 0.6 0.6 0.5 0.8 0.0
3.|-- Blizzard 0.0% 10 1.1 2.0 0.8 9.7 2.6
4.|-- 137.221.66.32 0.0% 10 1.3 1.4 0.8 4.3 1.0
5.|-- 137.221.77.70 0.0% 10 1.8 5.3 1.8 8.4 2.6
6.|-- 137.221.77.34 0.0% 10 0.7 0.8 0.7 0.9 0.0
7.|-- he.par.franceix.net 0.0% 10 20.8 4.9 1.0 20.8 6.1
8.|-- 100ge11-1.core1.lon2.he.net 0.0% 10 10.3 18.0 8.4 29.3 7.0
9.|-- 100ge4-1.core1.lon3.he.net 0.0% 10 10.0 10.1 8.5 11.9 1.1
10.|-- 195.66.239.27 0.0% 10 11.6 10.1 8.3 12.2 1.2
11.|-- uvt-cust.coolideas.co.za 10.0% 10 148.8 149.2 147.9 151.0 1.0
12.|-- 102.132.175.114 0.0% 10 151.2 153.3 149.9 169.7 6.0
13.|-- 102.132.175.36 0.0% 10 153.5 151.0 149.3 153.5 1.4
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


12/06/2019 16:01:34 UTC
--------------------

MTR:
Start: Wed Jun 12 16:01:37 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.4 0.2 0.7 0.0
2.|-- 37.244.25.130 0.0% 10 0.5 0.6 0.5 1.1 0.0
3.|-- Blizzard 0.0% 10 1.1 1.4 1.1 2.4 0.3
4.|-- 137.221.66.32 0.0% 10 1.2 1.1 1.1 1.3 0.0
5.|-- 137.221.77.70 0.0% 10 3.0 4.4 1.7 8.4 2.6
6.|-- 137.221.77.34 0.0% 10 0.7 0.8 0.7 1.1 0.0
7.|-- he.par.franceix.net 0.0% 10 20.5 5.7 1.0 24.0 8.8
8.|-- 100ge11-1.core1.lon2.he.net 0.0% 10 11.7 13.8 8.3 24.7 6.0
9.|-- 100ge4-1.core1.lon3.he.net 0.0% 10 12.2 10.2 8.6 12.2 1.2
10.|-- 195.66.239.27 0.0% 10 8.3 9.7 8.3 12.0 1.2
11.|-- uwt-cust.coolideas.co.za 0.0% 10 147.9 149.1 147.9 151.7 1.2
12.|-- 102.132.175.114 10.0% 10 152.7 153.1 149.5 171.2 6.9
13.|-- 102.132.175.36 0.0% 10 152.8 151.4 149.4 153.6 1.5
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


12/06/2019 16:01:37 UTC
--------------------

########################################
 

slave

Active Member
Joined
Oct 13, 2009
Messages
86
And this is how you request something to be done.. Kudos to u mate!
Thanks mate but it hasn't made a bit of difference. Ignored here by @PBCool and on my email requests. Have decided to move on from CISP as their support has gone down the tubes which I suspect is due to the unexpected growth which hasn't been managed appropriately. Any recommendations on an alternate ISP?
 

STORMERSFAN

Senior Member
Joined
Feb 13, 2016
Messages
661
Thanks mate but it hasn't made a bit of difference. Ignored here by @PBCool and on my email requests. Have decided to move on from CISP as their support has gone down the tubes which I suspect is due to the unexpected growth which hasn't been managed appropriately. Any recommendations on an alternate ISP?
Can't be easy being two ppl on the forum having to answer a gazillion questions or complaints.. Just saying.. We are all only human after all..
 

jvrs

Well-Known Member
Joined
Apr 8, 2013
Messages
381
Can't be easy being two ppl on the forum having to answer a gazillion questions or complaints.. Just saying.. We are all only human after all..
Not to mention having to deal with all the "network engineers" shouting from the hilltops...
 

semaphore

Honorary Master
Joined
Nov 13, 2007
Messages
10,626
Can't be easy being two ppl on the forum having to answer a gazillion questions or complaints.. Just saying.. We are all only human after all..
I'm sick to death of this reasoning, if you're offering a service you need to have the appropriate support staff trained up to deal with it. The very fact that you have the head of the company dealing with these issues clearly shows the lack of training on their behalf.

Would you be so understanding if a mechanic failed to fix a critical component in your vehicle, he is human after all.
 

Arno4Jackie

Well-Known Member
Joined
Sep 25, 2017
Messages
121
I'm sick to death of this reasoning, if you're offering a service you need to have the appropriate support staff trained up to deal with it. The very fact that you have the head of the company dealing with these issues clearly shows the lack of training on their behalf.

Would you be so understanding if a mechanic failed to fix a critical component in your vehicle, he is human after all.
Look its understandable if the service is down for say an hour or two. But it should be a high priority to get back up and running in business hours. I work from home 75% of the time and i lost 2 hours today where i had to resolve to lte, which is not fast enough to get my work done
 

BoxFish

New Member
Joined
Jun 11, 2019
Messages
2
I am feeling a sense of disappointment in the Cool Ideas ticket system. Not too long ago tickets were answered relatively promptly within a day or two. After waiting for a week without a response on a recent support ticket, I eventually phoned in and managed to get someone on the line. It seems to me that I will have to phone in for every issue as the tickets are not receiving responses.
 

PBCool

Cool Ideas
Company Rep
Joined
Jan 11, 2016
Messages
6,406
There is some teething issues on the new ticket system, but we are working through it. Not an easy thing to migrate :). Just message me tickets if you need escalation.
 

Arno4Jackie

Well-Known Member
Joined
Sep 25, 2017
Messages
121
i had to spend R800 on mobile data for today just so that i can work, that is what is ridiculous.
 

Logo

Well-Known Member
Joined
Apr 9, 2006
Messages
345
Can you give me the ticket number?
So PBCool I didn't give you the ticket number because I wanted to see how long it would take for your Helpdesk to respond.

So I finally got the email today. 11 Days after logging the call I got the first response asking me if it is still an issue. (Luckily the problem has been resolved) But I think you may want to look at your customer service / Helpdesk.
 
Top