Cool Ideas Fibre ISP – Feedback Thread 2

[PBCool]

I am awaiting for an explanation why my ticket took 10 days to get any feedback. I had to do the following:

• Submit a ticket on the website
• Post a link to the ticket here
• Email your support email (which apparently just creates another ticket)
• Post on twitter
• Post here again
• And then phone your line.

Explain to me why that is good use of your time and my time. Explain to me why I need to stay with Cool Ideas?

Did I not say I will look into this 2hrs ago?

 

[PBCool]

@PBCool @TheRoDent

#COOL-20181018-161418

Just wondering if there has been any progress made with FrogFoot to address the scaling issues as of yet?

SD-Wan is still working well.

Not as yet, we need to extrapolate what the SDWAN is doing to resolve the performance issue then work backwards, this is obviously of interest to us

 

[PBCool]

I have.

 Host Loss% Snt Last Avg Best Wrst StDev
1. 155.93.196.1 0.0% 15 0.7 10.9 0.6 104.2 26.2
2. 154.0.1.121 0.0% 15 4.4 3.2 0.5 4.5 1.8
3. 154.0.4.62 0.0% 15 4.5 3.0 0.5 5.3 2.0
4. 154.0.1.245 0.0% 15 9.9 10.0 9.9 10.4 0.1
5. 154.0.5.100 0.0% 14 10.8 11.3 10.3 19.4 2.4
154.0.5.99
6. 154.0.4.254 0.0% 14 169.9 169.9 169.8 170.1 0.1
7. v1000.core1.lon3.he.net 0.0% 14 170.1 170.6 169.9 176.4 1.7
8. 100ge14-1.core1.lon2.he.net 0.0% 14 180.6 172.8 170.0 191.9 6.2
9. 195.66.226.116 0.0% 14 170.2 173.5 170.2 187.2 5.7
10. 173.231.129.65 0.0% 14 170.9 174.2 170.3 186.0 6.4
11. bbr1.xe-4-0-1.inapbb-lon-nym-1.nym007.pnap.net 0.0% 14 240.1 240.8 238.0 250.2 2.8
12. tsr1.e6-1.nyj004.pnap.net 0.0% 14 242.6 243.6 241.0 251.1 3.7
13. v506.po3.cr2.nyj004.us.voxel.net 0.0% 14 240.2 239.7 238.5 240.2 0.7
14. 107.150.147.67 0.0% 14 239.7 240.2 238.5 246.0 2.2

This is from Durban to Apex Legends server in NY, routed over London by HE.

Yes so naturally being HE hosted it's going to pref our HE transit in London. Native peering is always the first step, but this example is great thanks.

 

[Hype]

@PBCool were there any changes on the routing to EU recently (Past 48 hours) If i missed the post my bad but did go looking if there were any.

Used to get 157-163ms to logon.lightshope.org now seeing this.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 117 | 117 | 0 | 0 | 1 | 0 |
| 155.93.236.1 - 0 | 116 | 116 | 1 | 3 | 92 | 1 |
| 154.0.4.230 - 0 | 116 | 116 | 1 | 7 | 52 | 1 |
| 154.0.4.225 - 0 | 116 | 116 | 0 | 0 | 6 | 0 |
| 154.0.4.209 - 0 | 116 | 116 | 0 | 0 | 5 | 0 |
| 154.0.1.34 - 0 | 116 | 116 | 16 | 16 | 27 | 16 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| be100-1298.ldn-5-a9.uk.eu - 0 | 116 | 116 | 220 | 220 | 234 | 220 |
| be103.gra-g2-nc5.fr.eu - 0 | 116 | 116 | 223 | 226 | 286 | 223 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| northdale.lightshope.org - 0 | 117 | 117 | 223 | 223 | 226 | 223 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

With IP's

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 11 | 11 | 0 | 0 | 9 | 9 |
| 155.93.236.1 - 0 | 11 | 11 | 1 | 2 | 8 | 8 |
| 154.0.4.230 - 0 | 11 | 11 | 1 | 5 | 23 | 23 |
| 154.0.4.225 - 0 | 11 | 11 | 0 | 0 | 1 | 0 |
| 154.0.4.210 - 0 | 11 | 11 | 0 | 0 | 1 | 0 |
| 154.0.1.34 - 0 | 11 | 11 | 16 | 16 | 23 | 23 |
| No response from host - 100 | 2 | 0 | 0 | 0 | 0 | 0 |
| 192.99.146.132 - 0 | 11 | 11 | 220 | 220 | 224 | 220 |
| 213.251.128.64 - 0 | 11 | 11 | 223 | 224 | 228 | 226 |
| No response from host - 100 | 2 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 2 | 0 | 0 | 0 | 0 | 0 |
| 193.70.47.186 - 0 | 11 | 11 | 223 | 223 | 223 | 223 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

[John Tempus]

Ok so what seems to be screwed this time around on CISP ?

222ms to local google router , usually returns a solid 10ms , which I assume is now suddenly routed internationally ?

On the flipside im getting the lowest ping Ive ever seen to my US EAST server. I see its not going through HE anymore, huge drop in hops and about 190ms now compared to previously 230-250ms.

When one thing improves another thing falls apart?

 

[lrossouw]

Did I not say I will look into this 2hrs ago?

Actually you said you'd look at it on Monday! Never heard back.

Checking this out for you.

 

[PBCool]

Actually you said you'd look at it on Monday! Never heard back.

So that IP belongs to Vanilla, and the last hop is to the peering point. I have reached out to them to assist.

 

[PBCool]

Ok so what seems to be screwed this time around on CISP ?

222ms to local google router , usually returns a solid 10ms , which I assume is now suddenly routed internationally ?

On the flipside im getting the lowest ping Ive ever seen to my US EAST server. I see its not going through HE anymore, huge drop in hops and about 190ms now compared to previously 230-250ms.

When one thing improves another thing falls apart?

Which Google router? If Google does maintenance to their local clusters they route to international during that period.

 

[PBCool]

@PBCool were there any changes on the routing to EU recently (Past 48 hours) If i missed the post my bad but did go looking if there were any.

Used to get 157-163ms to logon.lightshope.org now seeing this.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 117 | 117 | 0 | 0 | 1 | 0 |
| 155.93.236.1 - 0 | 116 | 116 | 1 | 3 | 92 | 1 |
| 154.0.4.230 - 0 | 116 | 116 | 1 | 7 | 52 | 1 |
| 154.0.4.225 - 0 | 116 | 116 | 0 | 0 | 6 | 0 |
| 154.0.4.209 - 0 | 116 | 116 | 0 | 0 | 5 | 0 |
| 154.0.1.34 - 0 | 116 | 116 | 16 | 16 | 27 | 16 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| be100-1298.ldn-5-a9.uk.eu - 0 | 116 | 116 | 220 | 220 | 234 | 220 |
| be103.gra-g2-nc5.fr.eu - 0 | 116 | 116 | 223 | 226 | 286 | 223 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 24 | 0 | 0 | 0 | 0 | 0 |
| northdale.lightshope.org - 0 | 117 | 117 | 223 | 223 | 226 | 223 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

With IP's

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 11 | 11 | 0 | 0 | 9 | 9 |
| 155.93.236.1 - 0 | 11 | 11 | 1 | 2 | 8 | 8 |
| 154.0.4.230 - 0 | 11 | 11 | 1 | 5 | 23 | 23 |
| 154.0.4.225 - 0 | 11 | 11 | 0 | 0 | 1 | 0 |
| 154.0.4.210 - 0 | 11 | 11 | 0 | 0 | 1 | 0 |
| 154.0.1.34 - 0 | 11 | 11 | 16 | 16 | 23 | 23 |
| No response from host - 100 | 2 | 0 | 0 | 0 | 0 | 0 |
| 192.99.146.132 - 0 | 11 | 11 | 220 | 220 | 224 | 220 |
| 213.251.128.64 - 0 | 11 | 11 | 223 | 224 | 228 | 226 |
| No response from host - 100 | 2 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 2 | 0 | 0 | 0 | 0 | 0 |
| 193.70.47.186 - 0 | 11 | 11 | 223 | 223 | 223 | 223 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

This is being announced in NY, so will filter this out.

 

[Seeyou]

Google manages this routing depending on maintenance and your DNS resolver usually.

I'm using your DNS:

PING google.co.za (172.217.170.35) 56(84) bytes of data.
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=1 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=2 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=3 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=4 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=5 ttl=56 time=222 ms

traceroute to google.co.za (172.217.170.35), 30 hops max, 60 byte packets
 1  _gateway (192.168.1.1)  0.466 ms  0.490 ms  0.565 ms
 2  154.0.0.246 (154.0.0.246)  2.139 ms  1.996 ms  2.020 ms
 3  154.0.4.162 (154.0.4.162)  2.146 ms  2.179 ms  2.160 ms
 4  core1-0-2-0.lga.net.google.com (198.32.160.130)  199.825 ms  199.831 ms  199.797 ms
 5  108.170.248.66 (108.170.248.66)  220.804 ms 108.170.248.20 (108.170.248.20)  218.222 ms 108.170.248.116 (108.170.248.116)  218.005 ms
 6  216.239.54.207 (216.239.54.207)  218.928 ms 209.85.254.129 (209.85.254.129)  217.977 ms 216.239.54.207 (216.239.54.207)  217.992 ms
 7  172.253.65.167 (172.253.65.167)  217.062 ms  217.086 ms 172.253.65.175 (172.253.65.175)  220.532 ms
 8  216.239.58.130 (216.239.58.130)  217.389 ms 216.239.57.206 (216.239.57.206)  219.800 ms 216.239.59.4 (216.239.59.4)  218.172 ms
 9  172.253.67.186 (172.253.67.186)  219.024 ms 172.253.67.160 (172.253.67.160)  217.661 ms 216.239.40.48 (216.239.40.48)  222.200 ms
10  74.125.245.209 (74.125.245.209)  217.392 ms 74.125.245.193 (74.125.245.193)  216.671 ms 74.125.245.209 (74.125.245.209)  217.351 ms
11  74.125.245.193 (74.125.245.193)  216.585 ms 172.253.65.249 (172.253.65.249)  217.454 ms 74.125.245.209 (74.125.245.209)  221.493 ms
12  172.253.65.249 (172.253.65.249)  217.327 ms  217.275 ms jnb02s03-in-f3.1e100.net (172.217.170.35)  216.711 ms

 

[PBCool]

I'm using your DNS:

PING google.co.za (172.217.170.35) 56(84) bytes of data.
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=1 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=2 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=3 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=4 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=5 ttl=56 time=222 ms

traceroute to google.co.za (172.217.170.35), 30 hops max, 60 byte packets
1 _gateway (192.168.1.1) 0.466 ms 0.490 ms 0.565 ms
2 154.0.0.246 (154.0.0.246) 2.139 ms 1.996 ms 2.020 ms
3 154.0.4.162 (154.0.4.162) 2.146 ms 2.179 ms 2.160 ms
4 core1-0-2-0.lga.net.google.com (198.32.160.130) 199.825 ms 199.831 ms 199.797 ms
5 108.170.248.66 (108.170.248.66) 220.804 ms 108.170.248.20 (108.170.248.20) 218.222 ms 108.170.248.116 (108.170.248.116) 218.005 ms
6 216.239.54.207 (216.239.54.207) 218.928 ms 209.85.254.129 (209.85.254.129) 217.977 ms 216.239.54.207 (216.239.54.207) 217.992 ms
7 172.253.65.167 (172.253.65.167) 217.062 ms 217.086 ms 172.253.65.175 (172.253.65.175) 220.532 ms
8 216.239.58.130 (216.239.58.130) 217.389 ms 216.239.57.206 (216.239.57.206) 219.800 ms 216.239.59.4 (216.239.59.4) 218.172 ms
9 172.253.67.186 (172.253.67.186) 219.024 ms 172.253.67.160 (172.253.67.160) 217.661 ms 216.239.40.48 (216.239.40.48) 222.200 ms
10 74.125.245.209 (74.125.245.209) 217.392 ms 74.125.245.193 (74.125.245.193) 216.671 ms 74.125.245.209 (74.125.245.209) 217.351 ms
11 74.125.245.193 (74.125.245.193) 216.585 ms 172.253.65.249 (172.253.65.249) 217.454 ms 74.125.245.209 (74.125.245.209) 221.493 ms
12 172.253.65.249 (172.253.65.249) 217.327 ms 217.275 ms jnb02s03-in-f3.1e100.net (172.217.170.35) 216.711 ms

Will have a look, in JHB it's still routing via the local pop.

 

[roan612]

@PBCool

Can I please have the issue resolved. I now have to buy extra data from another company just to have connection. And this after already paying Coolideas for it. No tickets get replied to, no amount of calls are able to assist.

Should I rather move my business to someone else?

 

[CoolChick]

@PBCool

Can I please have the issue resolved. I now have to buy extra data from another company just to have connection. And this after already paying Coolideas for it. No tickets get replied to, no amount of calls are able to assist.

Should I rather move my business to someone else?

Hi There,

Please provide me with your ticket reference number - i ll look into it

 

[CoolChick]

Hi There,

Please provide me with your ticket reference number - i ll look into it

I see your ref is 258556 - im still busy dealing with this. Will reply on the ticket now

 

[lrossouw]

So that IP belongs to Vanilla, and the last hop is to the peering point. I have reached out to them to assist.

Yeah the issue was fixed last night after I started phoning.

My only question is why why it took so long??? And why nobody responded to the ticket?

 

[Seeyou]

Will have a look, in JHB it's still routing via the local pop.

Was briefly back to normal, now serving from international again.

 

[John Tempus]

Which Google router? If Google does maintenance to their local clusters they route to international during that period.

@PBCool

google.co.za or google.com(used to just auto route to local) still returns over 200ms since yesterday.
edit: this just fixed itself right after I made this reply, back to 15ms as it should be.

That is a minor problem in the big picture.

Now the good part that I am really happy about as long as it can stay like this. The routing to US EAST server is fantastic now that its not going through HE so whatever you did please dont undo it.

previously via HE it would go over nearly twice as many hops with eventual 230ms average ping and now sitting with lovely 193ms. For remote work that 40ms reduction including no packetloss makes a huge difference.

So a big thanks if this is something you guys did and not something that fixed itself.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 11 | 11 | 0 | 0 | 0 | 0 |
| 155.93.231.1 - 0 | 11 | 11 | 2 | 7 | 38 | 2 |
| 155.93.240.34 - 0 | 11 | 11 | 2 | 3 | 5 | 4 |
| 155.93.240.25 - 0 | 11 | 11 | 1 | 1 | 1 | 1 |
| teljet.com - 0 | 11 | 11 | 190 | 190 | 191 | 191 |
| be21.albnypscr1.ip.firstlight.net - 0 | 11 | 11 | 193 | 193 | 194 | 194 |
| be1.albynypser2.ip.firstlight.net - 0 | 11 | 11 | 193 | 193 | 194 | 194 |
| xe-1-0-0.edge3.ny01.as40244.net - 0 | 11 | 11 | 193 | 195 | 199 | 194 |
| 192.168.1.5 - 0 | 11 | 11 | 193 | 194 | 198 | 194 |
| xe.sbc1.ny01.as40244.net - 0 | 11 | 11 | 198 | 205 | 213 | 204 |
| xe-1-0-1.core107.ny01.as40244.net - 0 | 11 | 11 | 197 | 203 | 214 | 199 |
| x.x.x.x - 0 | 11 | 11 | 193 | 193 | 194 | 194 |
|________________________________________________|______|______|______|______|______|______|

 

[Seeyou]

@PBCool

google.co.za or google.com(used to just auto route to local) still returns over 200ms since yesterday.
edit: this just fixed itself right after I made this reply, back to 15ms as it should be.

That is a minor problem in the big picture.

Now the good part that I am really happy about as long as it can stay like this. The routing to US EAST server is fantastic now that its not going through HE so whatever you did please dont undo it.

previously via HE it would go over nearly twice as many hops with eventual 230ms average ping and now sitting with lovely 193ms. For remote work that 40ms reduction including no packetloss makes a huge difference.

So a big thanks if this is something you guys did and not something that fixed itself.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 11 | 11 | 0 | 0 | 0 | 0 |
| 155.93.231.1 - 0 | 11 | 11 | 2 | 7 | 38 | 2 |
| 155.93.240.34 - 0 | 11 | 11 | 2 | 3 | 5 | 4 |
| 155.93.240.25 - 0 | 11 | 11 | 1 | 1 | 1 | 1 |
| teljet.com - 0 | 11 | 11 | 190 | 190 | 191 | 191 |
| be21.albnypscr1.ip.firstlight.net - 0 | 11 | 11 | 193 | 193 | 194 | 194 |
| be1.albynypser2.ip.firstlight.net - 0 | 11 | 11 | 193 | 193 | 194 | 194 |
| xe-1-0-0.edge3.ny01.as40244.net - 0 | 11 | 11 | 193 | 195 | 199 | 194 |
| 192.168.1.5 - 0 | 11 | 11 | 193 | 194 | 198 | 194 |
| xe.sbc1.ny01.as40244.net - 0 | 11 | 11 | 198 | 205 | 213 | 204 |
| xe-1-0-1.core107.ny01.as40244.net - 0 | 11 | 11 | 197 | 203 | 214 | 199 |
| x.x.x.x - 0 | 11 | 11 | 193 | 193 | 194 | 194 |
|________________________________________________|______|______|______|______|______|______|

Check again in a few minutes. It's been going back and forth all day:

PING google.co.za (172.217.170.35) 56(84) bytes of data.
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=1 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=2 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=3 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=4 ttl=56 time=216 ms

 

[SeaSickMama]

Check again in a few minutes. It's been going back and forth all day:

PING google.co.za (172.217.170.35) 56(84) bytes of data.
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=1 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=2 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=3 ttl=56 time=216 ms
64 bytes from jnb02s03-in-f3.1e100.net (172.217.170.35): icmp_seq=4 ttl=56 time=216 ms

my results for the above ping is always 4, must just be something acting up on your side etc

 

[Seeyou]

my results for the above ping is always 4, must just be something acting up on your side etc

Which DNS servers are you using?