Cool Ideas Fibre ISP – Feedback Thread 4

DrJohnZoidberg · Oct 3, 2021

@PBCool

Spending some time today trying to get some diagnostics for your folks for the Octotel issue. You support agent has asked me to run some MTRs but these don't show any significant losses here. I've already provided a packet capture which should show much more detail on what's going on during an actual transfer.

I'm really just sick and tired of trying to prove this from my side when there is clearly something going wrong here on their end. I would love them to show me what speeds they get internally when testing between CPT and JHB.

DrJohnZoidberg · Oct 3, 2021

Also any idea why there are so many different hops to these 100.98/99 IP addresses?

CapoPlays · Oct 3, 2021

Hey, anyone on VumaReach Experiencing Intermittent connection?

Started around 8am this morning

Logged a ticket: #COOL-20211003-781746

Here's an MTR to Google

phoenix99 · Oct 3, 2021

DrJohnZoidberg said:
@PBCool

Spending some time today trying to get some diagnostics for your folks for the Octotel issue. You support agent has asked me to run some MTRs but these don't show any significant losses here. I've already provided a packet capture which should show much more detail on what's going on during an actual transfer.

I'm really just sick and tired of trying to prove this from my side when there is clearly something going wrong here on their end. I would love them to show me what speeds they get internally when testing between CPT and JHB.

Good luck. I've been on this depressing rollercoaster from June 6 with NO results. Octotel is clearly not interested in helping the ISP or us. I've resorted to calling them directly and being annoying on social media to get any kind of movement/actual updates, and it has not helped. There is something fundamentally broken with their infrastructure and they are not willing to admit it or fix it.

My journey so far:

2 routers
3 ONT's
replaced mid point coupling
MIcrotik monitoring device connected to my router
static IP
moved my line to new point on the node
So many MTR, ping and tracert tests that I could kill you with the weight of them.
Over 100 emails to Cool Ideas.
Numerous promises from no less than 3 separate Octotel technicians at my residence, including the overconfident: "I'm the last person you'll need to talk to" guy, who now is not returning my calls.

All of this and here are today's list of outages:
03:45
16:58
16:59
19:04
19:05
19:06
19:44
20:36-20:40
21:15-21:19

wingnut771 · Oct 3, 2021

Surely where you are in SA makes a huge difference? 180ms to me implies jhb, 155ms implies cape town.

phoenix99 said:
Good luck. I've been on this depressing rollercoaster from June 6 with NO results. Octotel is clearly not interested in helping the ISP or us. I've resorted to calling them directly and being annoying on social media to get any kind of movement/actual updates, and it has not helped. There is something fundamentally broken with their infrastructure and they are not willing to admit it or fix it.

My journey so far:

2 routers
3 ONT's
replaced mid point coupling
MIcrotik monitoring device connected to my router
static IP
moved my line to new point on the node
So many MTR, ping and tracert tests that I could kill you with the weight of them.
Over 100 emails to Cool Ideas.
Numerous promises from no less than 3 separate Octotel technicians at my residence, including the overconfident: "I'm the last person you'll need to talk to" guy, who now is not returning my calls.

All of this and here are today's list of outages:
03:45
16:58
16:59
19:04
19:05
19:06
19:44
20:36-20:40
21:15-21:19

Any RAIN 5G or MTN Airfibre?

phoenix99 · Oct 3, 2021

wingnut771 said:
Surely where you are in SA makes a huge difference? 180ms to me implies jhb, 155ms implies cape town.

Any RAIN 5G or MTN Airfibre?

No and no. If I had any other option that wasn't as expensive as ADSL I would have jumped ship by month 2, but here we are.

wingnut771 · Oct 3, 2021

phoenix99 said:
No and no. If I had any other option that wasn't as expensive as ADSL I would have jumped ship by month 2, but here we are.

ADSL is cheap. If I could get ADSL I would go with that.

phoenix99 · Oct 3, 2021

wingnut771 said:
ADSL is cheap. If I could get ADSL I would go with that.

I'm not capable of getting close to 40mbps on ADSL with my location, so paying that much for that little is about as infuriating as the level of service I'm currently getting as part of Octotel's captive audience.

SFW007 · Oct 4, 2021

SFW007 said:
@PBCool so am approaching my cancellation date with my ISP can you guys not ship the router sooner seeing that I commited to beeing with you a full year ?

@TheRoDent @CoolChick

PBCool · Oct 4, 2021

SFW007 said:
@TheRoDent @CoolChick

For sure can you give me your application ref

grantduke · Oct 4, 2021

DrJohnZoidberg said:
Also any idea why there are so many different hops to these 100.98/99 IP addresses?

View attachment 1158934

Equal-cost multi-path routing or something like that. @PBCool told me the last time

PBCool · Oct 4, 2021

DrJohnZoidberg said:
@PBCool

Spending some time today trying to get some diagnostics for your folks for the Octotel issue. You support agent has asked me to run some MTRs but these don't show any significant losses here. I've already provided a packet capture which should show much more detail on what's going on during an actual transfer.

I'm really just sick and tired of trying to prove this from my side when there is clearly something going wrong here on their end. I would love them to show me what speeds they get internally when testing between CPT and JHB.

So doing the Iperfs are more relative, so please send those results and let me know the ticket number.

PBCool · Oct 4, 2021

Phinix said:
Yea it is, so I can't get an exact IP.

I haven't tried that yet.

If its AWS hosted then it will use their network and transit unfortunately not within our control, VPN would be an alternative in this case.

SFW007 · Oct 4, 2021

PBCool said:
For sure can you give me your application ref

Done

DrJohnZoidberg · Oct 4, 2021

PBCool said:
So doing the Iperfs are more relative, so please send those results and let me know the ticket number.

iperf tests also show nothing interesting. Then what?

DrJohnZoidberg · Oct 4, 2021

@PBCool I've just discovered a very interesting data point.

I was trying to run iperf tests to your JHB servers but it said it was busy so I tried the Randburg ones and as I mentioned above nothing shows up there. So I decided to run a Speedtest to the Randburg server...

What's going on here?

EDIT: I have updated the ticket (COOL-20210927-776749) with all this info.

DrJohnZoidberg · Oct 4, 2021

traceroute to the Randburg server:

Code:

traceroute to sp1.cisp.co.za.prod.hosts.ooklaserver.net (154.0.13.125), 30 hops max, 60 byte packets
1  Internet (192.168.1.1)  0.370 ms  0.614 ms  0.880 ms
2  u6u-cust.coolideas.co.za (154.0.0.246)  6.731 ms  6.845 ms  6.713 ms
3  100.98.0.2 (100.98.0.2)  7.092 ms  6.950 ms  7.311 ms
4  100.98.1.2 (100.98.1.2)  25.664 ms 100.99.0.34 (100.99.0.34)  25.541 ms 100.98.1.2 (100.98.1.2)  25.645 ms
5  100.99.0.81 (100.99.0.81)  25.879 ms  25.726 ms  25.937 ms
6  urm-cust.coolideas.co.za (154.0.3.226)  25.781 ms  18.436 ms  17.971 ms
7  * * *
8  * * *
9  * * *

To the Joburg server:

Code:

traceroute to tengig.cisp.co.za.prod.hosts.ooklaserver.net (154.0.2.42), 30 hops max, 60 byte packets
1  Internet (192.168.1.1)  0.381 ms  0.605 ms  0.882 ms
2  u6u-cust.coolideas.co.za (154.0.0.246)  6.496 ms  6.482 ms  6.605 ms
3  100.98.0.1 (100.98.0.1)  6.674 ms  6.718 ms  6.795 ms
4  100.98.1.19 (100.98.1.19)  25.662 ms 100.98.1.3 (100.98.1.3)  25.769 ms 100.98.1.19 (100.98.1.19)  25.866 ms
5  100.99.0.83 (100.99.0.83)  26.066 ms  25.956 ms  25.940 ms
6  100.99.0.181 (100.99.0.181)  26.038 ms  18.915 ms  18.792 ms
7  * * *
8  * * *
9  * * *

I also tried 2 other Randburg servers (MTN and OpenServe) but they're both just as slow as the JHB ones.

DrJohnZoidberg · Oct 4, 2021

MTR (Randburg)

Code:

pop-os (192.168.1.52) -> sp1.cisp.co.za.prod.hosts.ooklaserver.net                                             2021-10-04T13:10:04+0200
Keys:  Help   Display mode   Restart statistics   Order of fields   quit
                                                                                               Packets               Pings
 Host                                                                                        Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. Internet                                                                                  0.0%   101    0.4   0.4   0.3   0.5   0.0
 2. u6u-cust.coolideas.co.za                                                                  0.0%   100    2.1   1.8   1.2   4.5   0.4
 3. 100.98.0.3                                                                                0.0%   100    2.0   1.9   1.2   3.6   0.4
    100.98.0.1
    100.98.0.2
 4. 100.98.1.2                                                                                0.0%   100   17.7  18.0  17.2  19.4   0.5
    100.98.1.18
    100.99.0.34
    100.98.1.17
    100.98.1.1 
    100.99.0.33
    100.99.0.35
    100.98.1.3
 5. 100.99.0.81                                                                               0.0%   100   18.0  18.5  17.3  22.2   0.7
 6. urm-cust.coolideas.co.za                                                                  0.0%   100   18.0  18.5  17.6  20.1   0.5
 7. u2nx-cust.coolideas.co.za                                                                 0.0%   100   19.5  18.9  17.8  20.3   0.6

MTR (JHB):

Code:

pop-os (192.168.1.52) -> tengig.cisp.co.za.prod.hosts.ooklaserver.net                                          2021-10-04T13:12:17+0200
Keys:  Help   Display mode   Restart statistics   Order of fields   quit
                                                                                               Packets               Pings
 Host                                                                                        Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. Internet                                                                                  0.0%   101    0.4   0.4   0.4   0.5   0.0
 2. u6u-cust.coolideas.co.za                                                                  0.0%   100    1.8   1.9   1.2   2.8   0.3
 3. 100.98.0.3                                                                                0.0%   100    1.7   1.9   1.2   2.9   0.3
    100.98.0.1
    100.98.0.2
 4. 100.98.1.17                                                                               0.0%   100   18.2  18.0  17.0  19.1   0.5
    100.98.1.1
    100.99.0.34
    100.99.0.35
    100.98.1.3
    100.98.1.2
    100.99.0.33
    100.98.1.18
 5. 100.99.0.83                                                                               0.0%   100   17.6  18.3  17.5  22.7   0.6
    100.99.0.85
    100.99.0.81
 6. 100.99.0.181                                                                              0.0%   100   18.6  18.5  17.5  24.4   0.8
 7. c16-backbone.coolideas.co.za                                                              1.0%   100   18.5  18.5  17.6  19.8   0.5

PBCool · Oct 4, 2021

DrJohnZoidberg said:
@PBCool I've just discovered a very interesting data point.

I was trying to run iperf tests to your JHB servers but it said it was busy so I tried the Randburg ones and as I mentioned above nothing shows up there. So I decided to run a Speedtest to the Randburg server...

View attachment 1159446

What's going on here?

EDIT: I have updated the ticket (COOL-20210927-776749) with all this info.

If you are getting poor throughput once some latency is introduced this points to packet loss. So best to start with IPerfs, and especially considering it being Octotel.

Also can you get consistent throughput to our randburg server if you had the one result.

DrJohnZoidberg · Oct 4, 2021

PBCool said:
If you are getting poor throughput once some latency is introduced this points to packet loss. So best to start with IPerfs, and especially considering it being Octotel.

Also can you get consistent throughput to our randburg server if you had the one result.

I cannot do iperfs to your JHB server currently, been like this for a while now.

Code:

tim@pop-os:~$ iperf3 -R -u -b 10M -O2 -t 30 -p 17001 -c ter-jhb-iperf-1.cisp.co.za
iperf3: error - the server is busy running a test. try again later

And yes, the Randburg server is consistently giving me 800-900Mbps results.

I just got the highest speed I've ever seen on my line to that server now:

Cool Ideas Fibre ISP – Feedback Thread 4

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