Cool Ideas Fibre ISP – Feedback Thread 3

[Gielie01]

@PBCool please can you look into #COOL-20200730-483541
It is frustrating that the ticket was only logged with vumatel 2 weeks after making payment of the invoice.
I submitted my requests early to avoid any issues relating to my move as I work from home.

 

[zolly]

i also previously reported drops on my line, happening randomly twice a day on average. Also in CT, also on Octotel. A ticket was raised, but you guys couldnt work out if anything or what was happening. It calmed down and the ticket was closed out. Now recently ive been noticing it happening about once a day again, which is super frustrating as I rely on this connection for some pretty epic/important calls on Skype/Teams etc.

Started this morning with another major drop at around 9.30. Then 3 more shorter drops during meetings in the last half hour. I've installed ping plotter so I can screenshot when this is happening because it's getting ridiculous. Also noticed that even when my ping is stable, I'm getting subtle packet loss in games at night. Like characters will slide across the screen or actions will be delayed despite my ping looking like its okay. This is a new problem that I didn't have a couple of weeks ago.

Also, I finally got in touch with the rep on Facebook. She asked for my address so she can follow up. Will update if I hear anything from her.

 

[zolly]

Just had another big timeout, and had some issues just like the screenshot below already this morning. Lots of meetings going on so much there's definitely some frustration this side.

 

[TranQ]

Just had another big timeout, and had some issues just like the screenshot below already this morning. Lots of meetings going on so much there's definitely some frustration this side.
View attachment 895078

I get this once or twice a week. Line drops for between 5 and 10 minutes and then back up.

I've received a new router, bought a new cable and the FNO redid my port.

Still have same problem, I've given up.

I'm moving to a new place in two months time so hopefully that will fix the issues I've been having.

 

[PBCool]

Started this morning with another major drop at around 9.30. Then 3 more shorter drops during meetings in the last half hour. I've installed ping plotter so I can screenshot when this is happening because it's getting ridiculous. Also noticed that even when my ping is stable, I'm getting subtle packet loss in games at night. Like characters will slide across the screen or actions will be delayed despite my ping looking like its okay. This is a new problem that I didn't have a couple of weeks ago.

Also, I finally got in touch with the rep on Facebook. She asked for my address so she can follow up. Will update if I hear anything from her.

Octotel?

 

[PBCool]

I get this once or twice a week. Line drops for between 5 and 10 minutes and then back up.

I've received a new router, bought a new cable and the FNO redid my port.

Still have same problem, I've given up.

I'm moving to a new place in two months time so hopefully that will fix the issues I've been having.

Which FNO?

 

[zolly]

Octotel?

Yup. I'm one of the people in the Claremonth/Kenilworth area in Cape Town that's been having problems recently. Sent you our account name in your DM's a few days ago.

 

[zolly]

I get this once or twice a week. Line drops for between 5 and 10 minutes and then back up.

I've received a new router, bought a new cable and the FNO redid my port.

Still have same problem, I've given up.

I'm moving to a new place in two months time so hopefully that will fix the issues I've been having.

So my drops are at random but take place several times a day, usually for 30 seconds or less. Still enough to screw up a meeting (or gaming). I've gotten some new hardware as well that I'm going to test out tonight, but I've been here before. It's almost guaranteed to be network related.

 

[TranQ]

Which FNO?

Netstream, they are adamant that nothing is wrong on their side yet my line drops every couple of days.

 

[PBCool]

i also previously reported drops on my line, happening randomly twice a day on average. Also in CT, also on Octotel. A ticket was raised, but you guys couldnt work out if anything or what was happening. It calmed down and the ticket was closed out. Now recently ive been noticing it happening about once a day again, which is super frustrating as I rely on this connection for some pretty epic/important calls on Skype/Teams etc.

It's not so much a case of not working out what is happening, it's pretty clear that it's packet loss on Octotels network, which is why these sessions drop. We are in discussions with their management, but it seems we go through this annually with them.

 

[PBCool]

Netstream, they are adamant that nothing is wrong on their side yet my line drops every couple of days.

What is your ticket number? We are here for escalations, if it continues then continue to hound me

 

[PBCool]

@PBCool please can you look into #COOL-20200730-483541
It is frustrating that the ticket was only logged with vumatel 2 weeks after making payment of the invoice.
I submitted my requests early to avoid any issues relating to my move as I work from home.

I am investigating this as that is not acceptable.

 

[TranQ]

So my drops are at random but take place several times a day, usually for 30 seconds or less. Still enough to screw up a meeting (or gaming). I've gotten some new hardware as well that I'm going to test out tonight, but I've been here before. It's almost guaranteed to be network related.

I know the pain. Went through all of the troubleshooting. Now the packet loss I experienced on the first hop is gone but the line still drops. Getting FNOs to accept that there is a problem on a line is almost impossible from my experience. I tend to see increased latency on my line, followed by some packet loss and then it drops. When it comes back it is perfectly fine.

 

[TranQ]

What is your ticket number? We are here for escalations, if it continues then continue to hound me

If it was not for the fact that I'm moving then I would but I can't be bothered at the moment. At least it is not something that happens every day, so I can live with it for the next two months. Hopefully, the new place will have a line without any issues.

 

[novocainer]

Does Cool Ideas still require RICA info for new signups?

 

[PBCool]

Does Cool Ideas still require RICA info for new signups?

Yeap, is the law.

 

[novocainer]

https://businesstech.co.za/news/tec...t-rica-is-inconsistent-with-the-constitution/ ?

Yeap, is the law.

 

[PBCool]

https://businesstech.co.za/news/tec...t-rica-is-inconsistent-with-the-constitution/ ?

Yeah so it's still the law?

Until we receive notification from the relative bodies it will still be part of our signup process.

 

[TheRoDent]

@PBCool
Ticket Number:
#COOL-20200727-481855


do you know if we can push this for activation soon as it is a mission at moment trying to operate as there is only edge coverage in the area

Vumatel is still being hardass about the line sitting with another ISP. I have asked the team to escalate this with our Account Manager given the proof of sale of property as well. This seems to be a standard problem with Vumatel.

 

[TheRoDent]

Does Cool Ideas still require RICA info for new signups?

The constitutional dispute is not regarding RICA as a requirement. It's about portions of the act that control whom and under what circumstances RICA information must be provided to a law enforcement agency.

The requirement for collecting RICA information is not under dispute.