Cool Ideas Fibre ISP – Feedback Thread 3

[Lord_Louis]

@PBCool what is the expected response time to a support ticket? Just getting frustrated with response times but perhaps my expectation is not realistic.

 

[Frogfoot Fibre]

Hi there! We were experiencing an outage in some precincts in Cape Town, but services were restored after a remedy was applied. Network engineers are still evaluating & diagnosing the root cause. Sorry for the inconvenience.

 

[PBCool]

@PBCool what is the expected response time to a support ticket? Just getting frustrated with response times but perhaps my expectation is not realistic.

Typically a max of 24hrs for ticket support, if it's something critical then call it in. Something I can assist with?

 

[Lord_Louis]

Typically a max of 24hrs for ticket support, if it's something critical then call it in. Something I can assist with?

Thanks for the response. From my last two tickets the typical response time has been 10-12 working hours (ie 24 hours) and that includes comms within an open ticket. I was just hoping it to be a bit quicker but will adjust my expectations. I have tried calling but it doesn't often resolve the issue.

Thanks for the offer to assist, the problem has been resolved.

 

[PBCool]

Thanks for the response. From my last two tickets the typical response time has been 10-12 working hours (ie 24 hours) and that includes comms within an open ticket. I was just hoping it to be a bit quicker but will adjust my expectations. I have tried calling but it doesn't often resolve the issue.

Thanks for the offer to assist, the problem has been resolved.

It depends on many factors for response time, but as I say if critical call in. And if you aren't coming right just DM me.

 

[PBCool]

Mine is working in Burgundy Estate again.

@PBCool I just upgraded my line speed to 50mbs, I was told that I do not qualify for the free frogfoot promo? Please could you advise?

Certain Frogfoot areas dont qualify for the promo, DM me your account details.

 

[Yalta]

Certain Frogfoot areas dont qualify for the promo, DM me your account details.

Thank you, I have messaged now.

 

[rm501]

Hi

I have a 200M account with Cool Ideas (over OpenServe)

Monday Night, the connection went down. On investigation I discovered the following in my router (ASUS-AX88U):

Jul 8 16:29:13 pppd[11549]: Connected to 84:26:2b:d9:66:** via interface eth0 Jul 8 16:29:13 pppd[11549]: Connect: ppp0 <--> eth0 Jul 8 16:29:16 pppd[11549]: PAP authentication succeeded Jul 8 16:29:16 pppd[11549]: peer from calling number 84:26:2B:D9:66:** authorized Jul 8 16:29:19 pppd[11549]: Connection terminated. Jul 8 16:29:19 pppd[11549]: Modem hangup
** = redacted

The above repeats itself continuously...

It appears the connection disconnects after 3 seconds. I have connected my laptop direct to ONT eth1 and use Windows PPPoE client to dial up = SAME ISSUE

I have an ADSL data account with AfriHost, so i attempted replace the account on router and it works PERFECTLY with full 200/100Mbit down/up.

Therefore the Line and Openserve is working fine.

I have requested your support staff to suspend billing until it is resolved.

Please can you provide useful feedback as to what is the problem and when will it be resolved??

I may have to open a new fibre account with another ISP if this is not resolved ASAP - as we using line for business due to lockdown.

Thank you

 

[PBCool]

Hi

I have a 200M account with Cool Ideas (over OpenServe)

Monday Night, the connection went down. On investigation I discovered the following in my router (ASUS-AX88U):

Jul 8 16:29:13 pppd[11549]: Connected to 84:26:2b:d9:66:** via interface eth0 Jul 8 16:29:13 pppd[11549]: Connect: ppp0 eth0 Jul 8 16:29:16 pppd[11549]: PAP authentication succeeded Jul 8 16:29:16 pppd[11549]: peer from calling number 84:26:2B:D9:66:** authorized Jul 8 16:29:19 pppd[11549]: Connection terminated. Jul 8 16:29:19 pppd[11549]: Modem hangup
** = redacted

The above repeats itself continuously...

It appears the connection disconnects after 3 seconds. I have connected my laptop direct to ONT eth1 and use Windows PPPoE client to dial up = SAME ISSUE

I have an ADSL data account with AfriHost, so i attempted replace the account on router and it works PERFECTLY with full 200/100Mbit down/up.

Therefore the Line and Openserve is working fine.

I have requested your support staff to suspend billing until it is resolved.

Please can you provide useful feedback as to what is the problem and when will it be resolved??

I may have to open a new fibre account with another ISP if this is not resolved ASAP - as we using line for business due to lockdown.

Thank you

Can you PM me your account details?

 

[rm501]

Can you PM me your account details?

PM Sent

 

[swakop_toe]

@PBCool
No internet since 14:30'ish
Can't get onto your website to log the call, via 4G.
I can access myBB

Burgundy Estate, Milnerton, Cape Town

 

[Armizael]

Mine just died as well.

Parklands, Frogfoot Cpt

 

[Armizael]

Looks to be back up.

 

[PBCool]

@PBCool
No internet since 14:30'ish
Can't get onto your website to log the call, via 4G.
I can access myBB

Burgundy Estate, Milnerton, Cape Town

Tested the site from all networks and it works, you can also call or email?

 

[swakop_toe]

Tested the site from all networks and it works, you can also call or email?

Back online by 15:20, cellular reception also seems to be affected.
Went down at 16:10 again, now online since 16:30

FrogFoot playing in the rain again.

 

[Sapphiron]

No PPPoe response, Openserve, Loevenstein, Cape Town

Since about 00:05

 

[Henrico101]

Does anyone know what router Cool Ideas supplies to clients these days? Is it at least a gigabit one if you have a 200/100 line?

 

[PBCool]

Does anyone know what router Cool Ideas supplies to clients these days? Is it at least a gigabit one if you have a 200/100 line?

Yeap TPLink Archer C6

 

[User52]

So feedback is they have nothing planned, we are going to assist in looking at 500Mbps.

Hi have you heard anything about the 500mbps option? Thank you.

 

[PBCool]

Hi have you heard anything about the 500mbps option? Thank you.

Yeah 500Mbps and 1Gbps in the pipeline