Cool Ideas Fibre ISP – Feedback Thread 3

[PBCool]

Myself and various others have complained about CISP's KZN backbones to JHB dropping on many occasions, regardless of who your fibre provider is.

It's been happening for months now and I'm not sure if they are willing to do anything about it. My friend also in KZN on Afrihost hasn't had any of these issues and I get very frustrated dropping connection in the middle of a game.

Most people probably wouldn't notice it if they were just using streaming services but real-time applications like online gaming and VOIP require a stable and persistent internet connection, and dropping connection for 1-2 minutes is more than enough time to kick you out of the session.

I have been with CISP for over a year and in general they have been really good all round since the DDOS problems stopped which is why I don't usually criticise their service, but the KZN issue has gone on for months now without any resolution.

They have previously acknowledged the issue and said that they couldn't do anything about it because it was DFA's backbone that was unstable, which makes me wonder which backbone Afrihost is using as they hardly seem to have issues in KZN.

I'm not trying to bash Cool Ideas or anything. Like I said their service has otherwise been great but I would just like to know if they can fix the problem, because if they can't I might have to look elsewhere since having a stable connection to gaming servers and Discord is very important to me.

Agreed, we do monitor between all of our pops and don't see this so it's difficult for us to change something that our tools show as fine.

So will PM you if you don't mind to include your line in our monitoring process.

 

[PBCool]

Getting packet loss or internet drops of note on MFN carlswald

MFN seem to be having lots of issues of late.

 

[DYreX146]

Agreed, we do monitor between all of our pops and don't see this so it's difficult for us to change something that our tools show as fine.

So will PM you if you don't mind to include your line in our monitoring process.

Sure, no problem. By the way, my latency has been quite a bit higher than it usually is and my download speed was slow earlier but now it's back to normal. This all started at about 10pm so I suspect Openserve is doing maintenance, just a heads up if the latency looks a bit wonky.

 

[Frankie23]

To be honest I have cancelled with them because for some applications that requires a persistent connection like games or some work related applications their service is a little unreliable. While overall uptime and support is great I often experience very small blips of loss of connection. It's never enough to log a call about but it is enough to drop a Teams call, disconnect one from a game or cause remote sessions to reconnect.

I invested a substantial amount in my networking equipment to guarantee a reliable internal network and internet access for both work and play.

Blizzard and more specifically Call of Duty (as this is what I play mostly) seems to also be a recurring theme with them. Frequently I am disconnected from games while all my friends whom I am chatting to on Discord are unaffected. It seems that at least for COD Cool Ideas is just not the place to be.

As a consumer I feel the need to go else where in the hope for a more reliable connection.

I respect my issues may seem minor to some and maybe some are happy with the above however I guess my demand for stability is quite high and so feel I would prefer to try somewhere else for now.

The mere fact that I can come to this thread - after hours and weekends if need be - to report an issue/outage, and have either PBCool or TheRoDent respond (generally fairly quickly) to either fix the issue, escalate to the correct area or simply just provide info/updates on whatever the problem is, will make me stay with CI for a very long time to come.

 

[dotdan]

Blizzard and more specifically Call of Duty (as this is what I play mostly) seems to also be a recurring theme with them. Frequently I am disconnected from games while all my friends whom I am chatting to on Discord are unaffected. It seems that at least for COD Cool Ideas is just not the place to be.

I also get big packet loss spikes on COD but only when I am connected to a local server not really any issues on an international server.

Don't want to wade through pages of stuff to find out if CI has looked into this?

 

[x7razor]

i haven't had any issues with COD for the last couple of days now i am on vuma trenched cpt

 

[DJZassie]

If you guys want to help out @PBCool and @TheRoDent with the COD issues,

Find out the IP of the server you are on (Either resource monitor, or other software such as netlimiter)
Run a winMTR to that IP for a little bit to find out where along the path the packet loss is.
Post the results here along with the destination IP.

I've only every experienced packet loss on COD once and it was sorted about an hour or 2 later.

As for connecting to Brazilian servers, Which happens every now and then, thats just terrible, however, from the winMTR i know it's not CISP as the loss only starts once i get into Brazil

 

[sgsteyn]

@PBCool what do I need to do to get support with an issue I have been reporting since April?? I have an issue where my download and latency is fine but my upload drops to 0.01Mb making the connection useless. This is over Wired connection from multiple devices. Only thing that fixes it is a restart of the CPE. Not the router, just the CPE. This used to happen once a day now it has happened 5x times in the last 30mins. All I have gotten this far is snarky comments from support! Not what I am paying for!

 

[PBCool]

@PBCool what do I need to do to get support with an issue I have been reporting since April?? I have an issue where my download and latency is fine but my upload drops to 0.01Mb making the connection useless. This is over Wired connection from multiple devices. Only thing that fixes it is a restart of the CPE. Not the router, just the CPE. This used to happen once a day now it has happened 5x times in the last 30mins. All I have gotten this far is snarky comments from support! Not what I am paying for!

Do you have the ref for me to check it out?

 

[U_Guy]

@PBCool, are you aware of any Openserve issues in the centurion area?
My download speed has dropped to less 100mbps, but I'm on a 200mbps package...Upload does not seem to be affected..
Also tried using my Vox backup account, same results, seems FNO issue.


COOL-20200607-448858

 

[cavedog]

@PBCool, are you aware of any Openserve issues in the centurion area?
My download speed has dropped to less 100mbps, but I'm on a 200mbps package...Upload does not seem to be affected..
Also tried using my Vox backup account, same results, seems FNO issue.


COOL-20200607-448858

If it's an Openserve issue it's not a wide spread issue in Centurion. I'm in Centurion and it's fine.

 

[PBCool]

@PBCool, are you aware of any Openserve issues in the centurion area?
My download speed has dropped to less 100mbps, but I'm on a 200mbps package...Upload does not seem to be affected..
Also tried using my Vox backup account, same results, seems FNO issue.


COOL-20200607-448858

Less than 100Mbps or around 100Mbps exactly? Maybe one of the ports in your setup has dropped from gig to 100Mbps possibly.

 

[U_Guy]

Less than 100Mbps or around 100Mbps exactly? Maybe one of the ports in your setup has dropped from gig to 100Mbps possibly.

92mbps currently ..nope checked the config...all is good...it started this morning about 9am...has not got better since...at times its dropped to about 68mbps...but has since stabilized to 92mbps..

 

[PBCool]

92mbps currently ..nope checked the config...all is good...it started this morning about 9am...has not got better since...at times its dropped to about 68mbps...but has since stabilized to 92mbps..

Then the team will have the service checked for you.

 

[L-Dog]

Any issues in the future Pretoria, Lynnwood area? Been having issues the last few days

 

[DYreX146]

@PBCool Do you know of any faults/maintenance on Openserve in Pietermaritzburg? The connection has been unstable since 10pm last night and it returned back to normal about an hour ago but now it's worse than ever.

It's definitely not something on my end so it must be an Openserve issue.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |  109 |  109 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   22 |    0 |    0 |    0 |    0 |    0 |
|            c25-backbone.coolideas.co.za -    1 |  105 |  104 |  162 |  178 |  188 |  181 |
|            c2e-backbone.coolideas.co.za -    0 |  109 |  109 |  157 |  177 |  183 |  178 |
|            c2t-backbone.coolideas.co.za -    1 |  105 |  104 |    0 |  177 |  183 |  181 |
|            c1h-backbone.coolideas.co.za -    0 |  109 |  109 |  158 |  177 |  183 |  178 |
|               196-10-141-198.ixp.durban -    0 |  109 |  109 |  159 |  183 |  278 |  182 |
|                         one.one.one.one -    0 |  109 |  109 |  156 |  177 |  182 |  179 |
|________________________________________________|______|______|______|______|______|______|

 

[SAguy]

Is it possible for CISP to rotate/change/update my public IP address?
Or will a simple off and on again of my ONT force a refresh of my public IP?

 

[PBCool]

Any issues in the future Pretoria, Lynnwood area? Been having issues the last few days

If it's not on announcements then not something we're aware of, please log

 

[PBCool]

Is it possible for CISP to rotate/change/update my public IP address?
Or will a simple off and on again of my ONT force a refresh of my public IP?

Depends on which fibre network, typically anything PON will change over time. Why do you need it changed?

 

[SAguy]

Depends on which fibre network, typically anything PON will change over time. Why do you need it changed?

I'm busy with an honours thesis and Google Scholar has for some reason blocked my IP after a full day of researching.

If I use my mobile network it works fine, and via VPN on my one machine works fine too. Issue is definitely my IP address.

Edit: I'm with Openserve, I did turn off my router and ONT for 5 minutes hoping that would help - but unfortunately not.