Cool Ideas Fibre ISP – Feedback Thread 2

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PBCool

PBCool

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lrossouw said:
Your guys changed my ip last night which resolved the routing issue. You went on to disclose details of my ticket in public which I'm not appreciating but will let slide.

Feeling like you are not trusting me but really I just experienced absolutely terrible support. And still no explanation?
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A change of IP from our side means nothing from how we announce or a routing perspective.

That being said I would imagine the whole point of posting to a public forum, being public or not is for assistance or resolution?
 
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image132

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under_sky said:
try use the JHB proxy from CISP
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Its fine I'll wait for CISP to fix it.

Every other time they've tried using the SACS cable things hit the fan. They clearly need some time to fix it, I just wanted to bring it to their attention.
 
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lrossouw

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PBCool said:
A change of IP from our side means nothing from how we announce or a routing perspective.
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A change of IP to a completely different range seems to have resolved the problem. I assume a different range could mean a change in routing of that IP? No?

PBCool said:
That being said I would imagine the whole point of posting to a public forum, being public or not is for assistance or resolution?
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The point to post to the public forum is to get any response... Which really didn't help.

Please make sure you look at both tickets:
#COOL-20190619-263355
#COOL-20190611-259552

You will note that I posted on 263355 (which was created automatically when I emailed support to ask them to please review my existing ticket) that the issue was resolved. That resolution only happened after I phoned in and complained quite a bit.

This was resolved before you finally actually took a look at the ticket and posted details of said ticket on this forum.

You are really arguing with your paying client in public and still haven't accepted any responsibility for ignoring my ticket for 10 days. I asked for it privately, but have received nothing in writing.

I have never in my whole life experienced such poor service, followed by such ignorance in simply investigating the simple facts as laid before you. I really think Cool Ideas need to look at this and think is this the kind of service they want to provide. Only if a customer shouts, and posts in public forums do their requests sort of get acknowledged, and then after that, we still argue with the customer that they were wrong, after they waited 10 days to get something looked at properly. Really, is that the sort of company you want to be?

I'm happy to post all the details if any body wants to see this. I'd just prefer any form of acknowledgement for the mistake in the first place.

image132 said:
Its fine I'll wait for CISP to fix it.
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Good luck, I waited 10 days for them to start.
 
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air

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Gardens/Cape Town - Vumatel/trenched - no internet for past 20 minutes. Have turned off, router rebooted, still no internet.
 
PBCool

PBCool

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lrossouw said:
A change of IP to a completely different range seems to have resolved the problem. I assume a different range could mean a change in routing of that IP? No?


The point to post to the public forum is to get any response... Which really didn't help.

Please make sure you look at both tickets:
#COOL-20190619-263355
#COOL-20190611-259552

You will note that I posted on 263355 (which was created automatically when I emailed support to ask them to please review my existing ticket) that the issue was resolved. That resolution only happened after I phoned in and complained quite a bit.

This was resolved before you finally actually took a look at the ticket and posted details of said ticket on this forum.

You are really arguing with your paying client in public and still haven't accepted any responsibility for ignoring my ticket for 10 days. I asked for it privately, but have received nothing in writing.

I have never in my whole life experienced such poor service, followed by such ignorance in simply investigating the simple facts as laid before you. I really think Cool Ideas need to look at this and think is this the kind of service they want to provide. Only if a customer shouts, and posts in public forums do their requests sort of get acknowledged, and then after that, we still argue with the customer that they were wrong, after they waited 10 days to get something looked at properly. Really, is that the sort of company you want to be?

I'm happy to post all the details if any body wants to see this. I'd just prefer any form of acknowledgement for the mistake in the first place.



Good luck, I waited 10 days for them to start.
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No the way we would get to Vanillas network is exactly the same regardless of the range you are using, and as mentioned previously we didn't make any changes. This is more than likely down to Vanillas filters. I agree your ticket wasn't managed correctly. What should have happened is we should have reached out to Vanilla to investigate, this is why I ask if it was logged by your friend on the other side?
 
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nelis

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PBCool said:
Would you have an IP for me of the server?
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No I don't cause It doesn't give me any ip of the server. It happens in most ea games and the other night it was other steam games as well
 
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underdose

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PBCool said:
Do you have an IP of the server for me?
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nelis said:
No I don't cause It doesn't five me any ip of the server. It happens in most ea games and the other night it was other steam games as well
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I have, again :)

109.169.71.176

This is the IP of the London Apex Legends (PSN) server which gives the least latency. But I believe problem is with Apex Legends servers, nothing to do with CISP since the latency (~172 ms) and routing almost never changes.
 
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nelis

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underdose said:
I have, again :)

109.169.71.176

This is the IP of the London Apex Legends (PSN) server which gives the least latency. But I believe problem is with Apex Legends servers, nothing to do with CISP since the latency (~172 ms) and routing almost never changes.
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then why does bf5 also disconnects from time to time
 
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image132

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PBCool said:
Would you have an IP for me of the server?
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No. Sadly Discord deliberately hides their IP (and yours) I'm assuming so that they don't get DoS'd.

What I can show you is that I have lower ping to EU hosted discord servers than to the JHB hosted ones.

Untitled-1.jpg Untitled-2.jpg

I'm in CPT. I'm assuming all the people that live in JHB have no issues as they don't have to get routed outside of their city to connect to the server. It looks to me very much like I'm being routed through EU to get to the jhb discord server.
 
underdose

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image132 said:
No. Sadly Discord deliberately hides their IP (and yours) I'm assuming so that they don't get DoS'd.

What I can show you is that I have lower ping to EU hosted discord servers than to the JHB hosted ones.

View attachment 675547 View attachment 675549

I'm in CPT. I'm assuming all the people that live in JHB have no issues as they don't have to get routed outside of their city to connect to the server. It looks to me very much like I'm being routed through EU to get to the jhb discord server.
Click to expand...

You can get the IP addresss for Discord server you're connected to by tracerouting to servername.discord.gg (according to this article). In your case that would be

Code: 
traceroute southafrica579.discord.gg
traceroute to southafrica579.discord.gg (185.179.201.104), 30 hops max, 38 byte packets

and

Code: 
traceroute eu-west225.discord.gg
traceroute to eu-west225.discord.gg (88.202.186.153), 30 hops max, 38 byte packets
 
PBCool

PBCool

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image132 said:
No. Sadly Discord deliberately hides their IP (and yours) I'm assuming so that they don't get DoS'd.

What I can show you is that I have lower ping to EU hosted discord servers than to the JHB hosted ones.

View attachment 675547 View attachment 675549

I'm in CPT. I'm assuming all the people that live in JHB have no issues as they don't have to get routed outside of their city to connect to the server. It looks to me very much like I'm being routed through EU to get to the jhb discord server.
Click to expand...
Yeah I can see the issue I just need to engineer the preference of the local peer, I have started doing this already.
 
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