Cool Ideas Fibre ISP – Feedback Thread 3

Henrico101

Well-Known Member
Joined
May 31, 2017
Messages
115
Hello everyone,

Here to ask for some help, before I start, I do have a ticket number with Cool Ideas, but not really getting the reply or info that I need. I know it's lockdown and schedules are tight, but damn, no replies at all from them really gets a man demotivated (#COOL-20200624-459909)

Called in on 24th of June, asking for a line Upgrade to 200/100, they told me it's instant and I will just pay a bit of pro-rata, however, I need to email someone as they cannot help me over the phone.
Did so, they asked me some questions and I gave them all my info.

The first thing that happened, my line went down for like 5 minutes and once it came back on I did a speedtest and noticed that my line is now 100/100, which is weird since I asked for 200/100 and that Openserve usually does half upload anyway. Let them know that this was the issue, did multiple restarts and speedtests for them as well, kept on replying to the mails, but never got a reply to this time.

I decided to give the benefit of the doubt that they will let me know eventually whats the issue.
Get to the 26th of June and I go live on twitch and notice that once I go live, literally my entire connection drops, like drops dead, not just my stream, my WIFI and everything drops and I have to reset everything for it to come back on.
I think to myself that it's just coincidence that this is happening after an upgrade and leave it there for the time being, try again later, the same issue.
The same thing happened Saturday.
The same thing happened Sunday.
The same thing happened last night.
Note that my line is still on 100/100 after I have queried about this but got no reply at all.
I even called in Yesterday early and the lady was full of promises that she will help me NOW still, she is just replying to my email. I end the call, still waiting for that email.

My issue here is, I don't care about the line upgrade at the moment, all I want to do is stream. Could it be that my router can't handle the new traffic it's getting? Since it's a 3-year-old router? Is there such a thing as too much traffic in the networking world regards to this? Do Cool Ideas have a policy on helping with new routers? This is my current router: https://www.incredible.co.za/d-link...MIr5y-yLua6gIViLbtCh3SjgM-EAQYASABEgK7MPD_BwE

I have emailed them again, hoping to get a reply, but doubt.

Thank you in advance for anyone that might have some info.
 

PBCool

Cool Ideas
Joined
Jan 11, 2016
Messages
9,200
Hello everyone,

Here to ask for some help, before I start, I do have a ticket number with Cool Ideas, but not really getting the reply or info that I need. I know it's lockdown and schedules are tight, but damn, no replies at all from them really gets a man demotivated (#COOL-20200624-459909)

Called in on 24th of June, asking for a line Upgrade to 200/100, they told me it's instant and I will just pay a bit of pro-rata, however, I need to email someone as they cannot help me over the phone.
Did so, they asked me some questions and I gave them all my info.

The first thing that happened, my line went down for like 5 minutes and once it came back on I did a speedtest and noticed that my line is now 100/100, which is weird since I asked for 200/100 and that Openserve usually does half upload anyway. Let them know that this was the issue, did multiple restarts and speedtests for them as well, kept on replying to the mails, but never got a reply to this time.

I decided to give the benefit of the doubt that they will let me know eventually whats the issue.
Get to the 26th of June and I go live on twitch and notice that once I go live, literally my entire connection drops, like drops dead, not just my stream, my WIFI and everything drops and I have to reset everything for it to come back on.
I think to myself that it's just coincidence that this is happening after an upgrade and leave it there for the time being, try again later, the same issue.
The same thing happened Saturday.
The same thing happened Sunday.
The same thing happened last night.
Note that my line is still on 100/100 after I have queried about this but got no reply at all.
I even called in Yesterday early and the lady was full of promises that she will help me NOW still, she is just replying to my email. I end the call, still waiting for that email.

My issue here is, I don't care about the line upgrade at the moment, all I want to do is stream. Could it be that my router can't handle the new traffic it's getting? Since it's a 3-year-old router? Is there such a thing as too much traffic in the networking world regards to this? Do Cool Ideas have a policy on helping with new routers? This is my current router: https://www.incredible.co.za/d-link...MIr5y-yLua6gIViLbtCh3SjgM-EAQYASABEgK7MPD_BwE

I have emailed them again, hoping to get a reply, but doubt.

Thank you in advance for anyone that might have some info.
So first thing to check does your router support 1Gbps? Is this the model:

https://www.d-link.co.za/eol/dir-842 ?

Make sure its firmware is up to date.

If it does then make sure all links are actually established at 1Gbps (From ONT to Router, Router to PC)

Alternatively bypass your router to test as well.

Beyond that log the line flap as a normal support request, line flaps have nothing to do with upgrades.

I am checking why there was a delay in response here, as it looks like it was with accounts.
 

Henrico101

Well-Known Member
Joined
May 31, 2017
Messages
115
So first thing to check does your router support 1Gbps? Is this the model:

https://www.d-link.co.za/eol/dir-842 ?

Make sure its firmware is up to date.

If it does then make sure all links are actually established at 1Gbps (From ONT to Router, Router to PC)

Alternatively bypass your router to test as well.

Beyond that log the line flap as a normal support request, line flaps have nothing to do with upgrades.

I am checking why there was a delay in response here, as it looks like it was with accounts.


Hi PB,

This is the correct model: https://www.dlink.com/en/products/dir-825-ac1200-wi-fi-gigabit-router (DIR 825)
I can try and see where I can upgrade firmware and stuff, never done that.
There is only one port that goes from the ONT to the router and then from the router to my PC :(
Hope that helps by chance.
 

PBCool

Cool Ideas
Joined
Jan 11, 2016
Messages
9,200
Hi PB,

This is the correct model: https://www.dlink.com/en/products/dir-825-ac1200-wi-fi-gigabit-router (DIR 825)
I can try and see where I can upgrade firmware and stuff, never done that.
There is only one port that goes from the ONT to the router and then from the router to my PC :(
Hope that helps by chance.
Yes so supports 1Gbps ports, so confirm they are all linked at 1Gbps, from the WebConsole of the Router should tell you the ONT-Router portion, then on your PC under network settings and status of the adapter will tell you the PC-Router portion.
 

Henrico101

Well-Known Member
Joined
May 31, 2017
Messages
115
Yes so supports 1Gbps ports, so confirm they are all linked at 1Gbps, from the WebConsole of the Router should tell you the ONT-Router portion, then on your PC under network settings and status of the adapter will tell you the PC-Router portion.



Everything showing 1GBPS on my side, tried to force it on the router as well (After a firmware update).
Still not getting 200/100

Thanks for the help thus far, please let me know if there is more I can send you to assist?

1593508096047.png

1593508127769.png
 

Henrico101

Well-Known Member
Joined
May 31, 2017
Messages
115
As a note here, I think my line is on the wrong speed profile as I am still getting 100/100 instead of 200/100.

I would call in, but that never works out well for me, I get more help here from @PBCool than I do from actually calling them.
 

bHOLDher

Well-Known Member
Joined
Jul 10, 2004
Messages
380
I have a weird one, since last week Thursday, once in a while, for about 3-6 seconds I have either Reply from 100.99.0.145 or 100.99.0.146 TTL expired in transit, and then everything is fine again for hours on end. I was running a ping to www.news24.com, but I also get it running a ping to one of the servers used by teams.
MTR shows:
Code:
                            My traceroute  [v0.92]
mx (192.168.3.20)                                    2020-06-30T15:10:26+0200
Keys:  Help   Display mode   Restart statistics   Order of fields   quit
                                     Packets               Pings
 Host                              Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. router.asus.com                 0.0%   456    0.6   0.4   0.3   8.8   0.5
 2. 154.0.0.113                     0.0%   456    2.9   2.5   2.2   3.8   0.2
 3. 154.0.4.193                     0.0%   456    2.9   2.6   1.9   7.5   0.3
    154.0.4.194
 4. 100.98.0.178                    0.0%   456    3.0   2.6   1.9   6.1   0.3
    100.98.0.179
    100.99.0.146
    100.99.0.145
    100.98.0.177
 5. 100.99.0.99                     0.0%   456    2.4   3.3   2.1 164.8   7.6
    100.98.0.165
    100.98.0.179
    100.98.0.178
    100.98.0.177
    100.99.0.105
    100.99.0.217
    100.98.0.84
 6. microsoft.ixp.joburg            0.0%   456    3.7   3.9   2.4 162.3   7.8
    100.98.0.165
    100.99.0.99
    100.98.0.178
    100.98.0.179
    100.99.0.145
 7. ae21-0.icr01.jnb20.ntwk.msn.ne  0.0%   456    3.8   4.1   2.6  21.2   2.1
    microsoft.ixp.joburg
    100.98.0.165
    100.99.0.99
    100.98.0.178
 8. be-120-0.ibr02.jnb20.ntwk.msn.  0.0%   455    4.3  57.2   3.1 196.6  82.6
    ae21-0.icr01.jnb20.ntwk.msn.net
    microsoft.ixp.joburg
    100.99.0.99
    100.98.0.165
 9. be-9-0.ibr02.mrs20.ntwk.msn.ne  0.9%   455  186.2 158.2   3.4 202.5  65.8
    be-120-0.ibr02.jnb20.ntwk.msn.net
    ae21-0.icr01.jnb20.ntwk.msn.net
    microsoft.ixp.joburg
10. be-3-0.ibr02.par21.ntwk.msn.ne  0.9%   455  185.9 185.1   4.1 220.8  17.3
    be-9-0.ibr02.mrs20.ntwk.msn.net
    be-120-0.ibr02.jnb20.ntwk.msn.net
    ae21-0.icr01.jnb20.ntwk.msn.net
11. 104.44.17.83                    4.0%   455  187.7 186.7 185.5 205.3   1.7
    be-3-0.ibr02.par21.ntwk.msn.net
    be-9-0.ibr02.mrs20.ntwk.msn.net
    be-120-0.ibr02.jnb20.ntwk.msn.net
12. be-8-0.ibr02.dub08.ntwk.msn.ne  3.5%   455  187.2 186.8 185.6 206.1   1.8
    104.44.17.83
    be-3-0.ibr02.par21.ntwk.msn.net
    be-9-0.ibr02.mrs20.ntwk.msn.net
13. ae120-0.icr01.dub08.ntwk.msn.n  3.1%   455  186.2 187.1 184.7 248.1   4.0
    be-8-0.ibr02.dub08.ntwk.msn.net
    104.44.17.83
    be-3-0.ibr02.par21.ntwk.msn.net
14. ae120-0.icr01.dub08.ntwk.msn.n 28.8%   455  185.1 187.4 184.8 235.6   4.9
    be-8-0.ibr02.dub08.ntwk.msn.net
    104.44.17.83
15. ae120-0.icr01.dub08.ntwk.msn.n 84.8%   455  190.0 187.2 185.0 195.8   2.6
    be-8-0.ibr02.dub08.ntwk.msn.net
16. ae120-0.icr01.dub08.ntwk.msn.n 99.1%   455  185.9 186.3 185.6 188.1   1.2
17. ???

Any advice? Must I log it?
 

PBCool

Cool Ideas
Joined
Jan 11, 2016
Messages
9,200
I have a weird one, since last week Thursday, once in a while, for about 3-6 seconds I have either Reply from 100.99.0.145 or 100.99.0.146 TTL expired in transit, and then everything is fine again for hours on end. I was running a ping to www.news24.com, but I also get it running a ping to one of the servers used by teams.
MTR shows:
Code:
 My traceroute [v0.92]
mx (192.168.3.20) 2020-06-30T15:10:26+0200
Keys: Help Display mode Restart statistics Order of fields quit
Packets Pings
Host Loss% Snt Last Avg Best Wrst StDev
1. router.asus.com 0.0% 456 0.6 0.4 0.3 8.8 0.5
2. 154.0.0.113 0.0% 456 2.9 2.5 2.2 3.8 0.2
3. 154.0.4.193 0.0% 456 2.9 2.6 1.9 7.5 0.3
154.0.4.194
4. 100.98.0.178 0.0% 456 3.0 2.6 1.9 6.1 0.3
100.98.0.179
100.99.0.146
100.99.0.145
100.98.0.177
5. 100.99.0.99 0.0% 456 2.4 3.3 2.1 164.8 7.6
100.98.0.165
100.98.0.179
100.98.0.178
100.98.0.177
100.99.0.105
100.99.0.217
100.98.0.84
6. microsoft.ixp.joburg 0.0% 456 3.7 3.9 2.4 162.3 7.8
100.98.0.165
100.99.0.99
100.98.0.178
100.98.0.179
100.99.0.145
7. ae21-0.icr01.jnb20.ntwk.msn.ne 0.0% 456 3.8 4.1 2.6 21.2 2.1
microsoft.ixp.joburg
100.98.0.165
100.99.0.99
100.98.0.178
8. be-120-0.ibr02.jnb20.ntwk.msn. 0.0% 455 4.3 57.2 3.1 196.6 82.6
ae21-0.icr01.jnb20.ntwk.msn.net
microsoft.ixp.joburg
100.99.0.99
100.98.0.165
9. be-9-0.ibr02.mrs20.ntwk.msn.ne 0.9% 455 186.2 158.2 3.4 202.5 65.8
be-120-0.ibr02.jnb20.ntwk.msn.net
ae21-0.icr01.jnb20.ntwk.msn.net
microsoft.ixp.joburg
10. be-3-0.ibr02.par21.ntwk.msn.ne 0.9% 455 185.9 185.1 4.1 220.8 17.3
be-9-0.ibr02.mrs20.ntwk.msn.net
be-120-0.ibr02.jnb20.ntwk.msn.net
ae21-0.icr01.jnb20.ntwk.msn.net
11. 104.44.17.83 4.0% 455 187.7 186.7 185.5 205.3 1.7
be-3-0.ibr02.par21.ntwk.msn.net
be-9-0.ibr02.mrs20.ntwk.msn.net
be-120-0.ibr02.jnb20.ntwk.msn.net
12. be-8-0.ibr02.dub08.ntwk.msn.ne 3.5% 455 187.2 186.8 185.6 206.1 1.8
104.44.17.83
be-3-0.ibr02.par21.ntwk.msn.net
be-9-0.ibr02.mrs20.ntwk.msn.net
13. ae120-0.icr01.dub08.ntwk.msn.n 3.1% 455 186.2 187.1 184.7 248.1 4.0
be-8-0.ibr02.dub08.ntwk.msn.net
104.44.17.83
be-3-0.ibr02.par21.ntwk.msn.net
14. ae120-0.icr01.dub08.ntwk.msn.n 28.8% 455 185.1 187.4 184.8 235.6 4.9
be-8-0.ibr02.dub08.ntwk.msn.net
104.44.17.83
15. ae120-0.icr01.dub08.ntwk.msn.n 84.8% 455 190.0 187.2 185.0 195.8 2.6
be-8-0.ibr02.dub08.ntwk.msn.net
16. ae120-0.icr01.dub08.ntwk.msn.n 99.1% 455 185.9 186.3 185.6 188.1 1.2
17. ???

Any advice? Must I log it?
Nah I'm aware of this busy looking into it.
 

User52

Senior Member
Joined
Oct 9, 2014
Messages
557
Hey @PBCool do you have any news regarding Link Africa speed upgrades?
They announced that they were adding higher speed FTTH offerings (higher than 200mbps) at the end of May, but haven't seen anything yet.
 

PBCool

Cool Ideas
Joined
Jan 11, 2016
Messages
9,200
Hey @PBCool do you have any news regarding Link Africa speed upgrades?
They announced that they were adding higher speed FTTH offerings (higher than 200mbps) at the end of May, but haven't seen anything yet.
Will find out for you :)
 

WAslayer

Executive Member
Joined
May 13, 2011
Messages
5,400
@PBCool anything in particular I need to worry about/configure if I am wanting to replace my router with a ubiquiti USG..? On vuma aerial..
 
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