Cool Ideas Fibre ISP – Feedback Thread 4

FFMG

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Jul 5, 2006
Messages
222
Vodacom as your ISP? Are you getting auth failures or auth timeouts?
No, coolideas is my isp, vodacom is my fibre provider.

Not sure if it is a timeout or auth error, looks like an auth error to me, my modem says "connecting..." for a while and then "Authentication failed, incorrect username or password ", but I didn't change my username /password and I tried to re-enter it a few times.
And obviously I am up to date with payments as well.
 

BlairRafeKnox

Member
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Sep 13, 2018
Messages
21
I am having authentication issues in the Durban area with cool ideas + vodacom... Is anybody else having issues?

My username and password has not changed in months, so I don't think that's the issue.

I tried a reboot of the vodacom and WiFi routers with no luck.
I have the exact same issue. Is 3 green lights and 1 orange light normal on tp-link arch 250 router.
 

FFMG

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Jul 5, 2006
Messages
222
I have the exact same issue. Is 3 green lights and 1 orange light normal on tp-link arch 250 router.
Yep, same thing, (I have the AC750 router) , and I logged a ticket almost 4 hours ago and I heard nothing yet... No Internet on a Sunday night really sucks...
 
Last edited:

FFMG

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Jul 5, 2006
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222
All of you on Vodacom as an FNO?
Not sure what FNO means, but I have a cool ideas account with vodacom fibre.

I logged a ticket 5 hours ago... Looks like it is rejecting my username and password...
 

PBCool

Cool Ideas
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Jan 11, 2016
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Fibre Network Operator, our NNI looks dead so trying to reach Vodacom to investigate.
 

FFMG

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Fibre Network Operator, our NNI looks dead so trying to reach Vodacom to investigate.
Thanks... But it really sucks that I logged a ticket 6 hours ago and you are only trying to contact them now... Do you know if it will be sorted soon at least?
 

PBCool

Cool Ideas
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Thanks... But it really sucks that I logged a ticket 6 hours ago and you are only trying to contact them now... Do you know if it will be sorted soon at least?
It's unfortunately not that simple in these cases, typically this would be seen as a line down. Then escalate as a group to tier 2 which would investigate network level etc.

VC also doesn't have normal support on weekends typically. But we are doing what we can.
 

PBCool

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It's unfortunately not that simple in these cases, typically this would be seen as a line down. Then escalate as a group to tier 2 which would investigate network level etc.

VC also doesn't have normal support on weekends typically. But we are doing what we can.
Sessions are back up but still no response from VC...
 

MDKza

Senior Member
Joined
May 24, 2012
Messages
713
Getting around 10% packet loss - Midstream MTN:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.137.1 - 0 | 149 | 149 | 0 | 0 | 2 | 0 |
| u2wc-cust.coolideas.co.za - 81 | 36 | 7 | 3 | 3 | 5 | 3 |
| uta-cust.coolideas.co.za - 5 | 126 | 120 | 2 | 3 | 38 | 3 |
| 100.99.1.250 - 4 | 133 | 129 | 2 | 3 | 18 | 3 |
| cloudflare.ixp.joburg - 5 | 125 | 119 | 21 | 24 | 67 | 21 |
| one.one.one.one - 7 | 117 | 109 | 20 | 21 | 75 | 22 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.137.1 - 0 | 149 | 149 | 0 | 0 | 7 | 0 |
| u2wc-cust.coolideas.co.za - 83 | 35 | 6 | 0 | 2 | 3 | 3 |
| uta-cust.coolideas.co.za - 7 | 117 | 109 | 2 | 3 | 17 | 3 |
| 100.99.1.250 - 4 | 129 | 124 | 2 | 3 | 21 | 3 |
| 196-60-9-113.ixp.joburg - 7 | 117 | 109 | 2 | 4 | 40 | 4 |
| 172.253.65.179 - 4 | 129 | 124 | 2 | 4 | 47 | 3 |
| 216.239.40.199 - 6 | 121 | 114 | 3 | 5 | 39 | 5 |
| dns.google - 6 | 121 | 114 | 2 | 4 | 23 | 3 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

#COOL-20210524-688083​

 

PBCool

Cool Ideas
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Messages
10,473
To be fair, I am also getting no response from CooIdeas ... so we can't really blame VC alone for poor service.
You will get the same response to the ticket this morning, you need to keep in mind this is a best effort service with no SLAs attached.
 

FFMG

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Jul 5, 2006
Messages
222
... You will get the same response to the ticket this morning, you need to keep in mind this is a best effort service with no SLAs attached.
Lol, of course, of course, great customer service, no response what-so-ever for +18 hours, no internet for ~12 hours, (maybe more?), and blame Vodacom.
But all we get is "not our fault, not our problem, you must just wait"

If I hadn't posted here I would probably still be waiting for my ticket, (and I really don't think anybody has looked at it yet).

That's customer relation 101 right there from Cool Ideas.
 

jannier

Expert Member
Joined
Jul 31, 2005
Messages
1,778
You are aware of their operating hours? It is not 24/7. It seems your issue started after 3pm? So support agents will only respond to ticket today. But network engineers and staff did relay the issue and it was resolved even though Vodacom did not respond yet to them. Network engineers and staff do not respond to Support agent tickets.

1621839570597.png
 

FFMG

Well-Known Member
Joined
Jul 5, 2006
Messages
222
... You are aware of their operating hours? It is not 24/7. It seems your issue started after 3pm? So support agents will only respond to ticket today. ...
Well, yes and no, internet is a 24/7 business, yes it started after 3pm, (around 3:45), but that's not really relevant, as I said, internet is 24/7, we all pay for a 24/7 product. It is not an extraordinary, unrealistic assumption to make that someone would be manning support queries after hours.
Not everybody knows about forums where they could get some kind of feedback.

Anyway, this is a pointless discussion to have, I very much doubt CI cares much, (they will tell me it was VC's fault not theirs and I must just suck it up).
 

PBCool

Cool Ideas
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Messages
10,473
Lol, of course, of course, great customer service, no response what-so-ever for +18 hours, no internet for ~12 hours, (maybe more?), and blame Vodacom.
But all we get is "not our fault, not our problem, you must just wait"

If I hadn't posted here I would probably still be waiting for my ticket, (and I really don't think anybody has looked at it yet).

That's customer relation 101 right there from Cool Ideas.
If you had a line down it would be the same thing, VC doesn't provide support for those hours so the only thing to do is wait in this situation unfortunately.

From the NNI perspective the noc had already started investigating the issue, the NNI died just after 15:00 yesterday came back up at just after 24:00 died again at 2:30am this morning, back again at 4am.

And yes we are blaming Vodacom because their NNI died and their NOC didnt respond until this morning. Which is unacceptable.
 
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