Cool Ideas Fibre ISP – Feedback Thread 5

Status
Not open for further replies.
That I understand.. just acknowledgement.

Most of us need connection for work, 1 or 2 hours downtime will be an issue.

I understand people were having slow responses and packet losses..

My line was dead ZERO connection.

I didn't say my issue should have been solved immediately, or taken priority, replying to messages after mine and ignoring my plea for assistance doesn't feel great, I am a customer just like everyone else.
Hi, these are best effort services, we had no network related issues on our side that would drop your service, so it would have been FNO related. At that time in the evening FNOs don't service line downs.

If your connectivity is that crucial then a backup service is your best bed.

It's not a case of ignoring your requests but we can't escalate something after being logged for minutes unfortunately.

Apologies I was distracted and could have mentioned the above at least.
 
Hi, these are best effort services, we had no network related issues on our side that would drop your service, so it would have been FNO related. At that time in the evening FNOs don't service line downs.

If your connectivity is that crucial then a backup service is your best bed.

It's not a case of ignoring your requests but we can't escalate something after being logged for minutes unfortunately.

Apologies I was distracted and could have mentioned the above at least.
Like I said, I can understand that it might have not been fixed immediately.

But it wasn't only mins , and hour later and I asked still nothing.

I got a reply 12 hours later...

I do have back up, just wanted to know what should I do if this happens again.
 
Like I said, I can understand that it might have not been fixed immediately.

But it wasn't only mins , and hour later and I asked still nothing.

I got a reply 12 hours later...

I do have back up, just wanted to know what should I do if this happens again.
Depending on the FNO typical guideline SLAs are 24 to 48 hours, most of the time business hours.

So if it happens again and goes beyond that sort of timeline then we can escalate.
 
@PBCool @CoolEscalator
I joined two weeks ago. With my previous ISP I had this setup: Router with a LAN cable going to my outside flat. There the LAN connected to a Microtik Routerboard, Like this: https://www.firstshop.co.za/product...VcUL0FmHj5pNRook-60bqQead9J7ceiRoCySwQAvD_BwE

So the flat had it's own wifi name and password. Now being with coolideas and a new router etc, obviously the Flat setup doesn't work. Who can assist with re-programming the Microtik router ? I'm just dead stupid with this.

(The previous ISP had a techy that installed and programmed this for me)
 
@PBCool @CoolEscalator
I joined two weeks ago. With my previous ISP I had this setup: Router with a LAN cable going to my outside flat. There the LAN connected to a Microtik Routerboard, Like this: https://www.firstshop.co.za/product...VcUL0FmHj5pNRook-60bqQead9J7ceiRoCySwQAvD_BwE

So the flat had it's own wifi name and password. Now being with coolideas and a new router etc, obviously the Flat setup doesn't work. Who can assist with re-programming the Microtik router ? I'm just dead stupid with this.

(The previous ISP had a techy that installed and programmed this for me)
Hi, Drop me a PM with your account details, such as number/ email /ticket reference, and I'll arrange a call for you.
But by looking at that router, its a old Wi-Fi standard (Wi-Fi 4 only/ Router released in 2015) so I would recommend opting in for the router that we provide (only R200 if you want it delivered, or available to collect in Rosebank), as it has a 5G band as well for better Wi-Fi performance
 
Last edited:
Like I said, I can understand that it might have not been fixed immediately.

But it wasn't only mins , and hour later and I asked still nothing.

I got a reply 12 hours later...

I do have back up, just wanted to know what should I do if this happens again.
Also take note, that normal support ends at 8pm weekdays. You created a ticket around 7pm'ish, so it would be in a queue until 8am the next morning to be handled.

@PBCool is here to handle network related issues, and will intervene on a ticket if normal support process did not resolve your issue in allowed 24-72 hours.

If internet is critical for your operations then you must have a backup in place or go for business account with SLA that you pay extra for. We have all been there, so we know and understand the feeling.
 
Also take note, that normal support ends at 8pm weekdays. You created a ticket around 7pm'ish, so it would be in a queue until 8am the next morning to be handled.

@PBCool is here to handle network related issues, and will intervene on a ticket if normal support process did not resolve your issue in allowed 24-72 hours.

If internet is critical for your operations then you must have a backup in place or go for business account with SLA that you pay extra for. We have all been there, so we know and understand the feeling.
I have been a Cool idea client from 2016.. and thier mybroadband assistance was much better, understandably lesser clients.

I was not aware that only certain issues and people can use this thread only for thier issues?

Maybe the guys from Cool ideas can let me know.

I thought this was created for faster feedback and help to all clients. Do I have to pay extra pm to get help on this thread?
 
I have been a Cool idea client from 2016.. and thier mybroadband assistance was much better, understandably lesser clients.

I was not aware that only certain issues and people can use this thread only for thier issues?

Maybe the guys from Cool ideas can let me know.

I thought this was created for faster feedback and help to all clients. Do I have to pay extra pm to get help on this thread?
Well CoolEscalator and CoolConnect handle the general day to day support questions here, usually in office hours, but often seen them replying here After/Before office operating hours.

PBCool and THERodent, they handle network related issues, and will intervene on customers behalf if tickets are not resolved satisfactory. But they will also answer general support questions.....

That is more or less the layout of the land.....
 
Last edited:
Hi, Drop me a PM with your account details, such as number/ email /ticket reference, and I'll arrange a call for you.
But by looking at that router, its a old Wi-Fi standard (Wi-Fi 4 only/ Router released in 2015) so I would recommend opting in for the router that we provide (only R200 if you want it delivered, or available to collect in Rosebank), as it has a 5G band as well for better Wi-Fi performance
Thanks. PM Send. I did pay for your router. Suppose I need another one.
 
@PBCool @CoolEscalator
I joined two weeks ago. With my previous ISP I had this setup: Router with a LAN cable going to my outside flat. There the LAN connected to a Microtik Routerboard, Like this: https://www.firstshop.co.za/product...VcUL0FmHj5pNRook-60bqQead9J7ceiRoCySwQAvD_BwE

So the flat had it's own wifi name and password. Now being with coolideas and a new router etc, obviously the Flat setup doesn't work. Who can assist with re-programming the Microtik router ? I'm just dead stupid with this.

(The previous ISP had a techy that installed and programmed this for me)
If the only change was that the main router was replaced in the house with the new one from CI, that shouldn't affect the mikrotik in the flat because it should just be working as an Access Point? Maybe the issue is the CI router is on a different IP range and just needs to be updated on the Mikrotik. There is a thread on here for Mikrotik help where somebody might be able to help you if you can log into the Mikrotik to make changes. Otherwise getting a new router or AP will be easier to set up.
 
Ok so updates:

CPT NLD fast reroute is in production, hopefully no to far less flappy.
KZN NLD we have a strategy to do the same, this will probably be effective early next week.

To explain around the return path issue is as follows:

Currently we get capacity out of Cape Town to London via WACs and Equiano, we then have a backup pay per use service from a transit provider in the case of an undersea cable failure.

So currently it is loadbalanced between the wet capacity via Equiano and the transit service due to WACs being down.

So if the network is at LINX then it will use low latency paths, and also certain networks via transit.

Other stuff may return via the transit service and other cable systems.

So I will investigate the games with high latency currently to see if we can get peering up.
Hi @PBCool , has the KZN change been implemented already? Things have been much better over the last 36 hours so hoping it's as a result of this
 
1000/250mb vuma trenched cpt.

International speeds are all over the show:

15213656470.png


15213658989.png


Looks like it might be correcting itself though.
 
1000/250mb vuma trenched cpt.

International speeds are all over the show:

15213656470.png


15213658989.png


Looks like it might be correcting itself though.
HI, would you be able to do an Iperf by any chance?

whats iperf3.exe -R -u -b 100M -c queen.cisp.co.za -O 2 Giving you?

EDIT: I would also recommend doing a speed test locally first to rule out anything there
 
HI, would you be able to do an Iperf by any chance?

whats iperf3.exe -R -u -b 100M -c queen.cisp.co.za -O 2 Giving you?

EDIT: I would also recommend doing a speed test locally first to rule out anything there
Local:
https://www.speedtest.net/result/15213728521.png

International:
https://www.speedtest.net/result/15213731620.png

Iperf:
Code:
iperf3 -R -u -b 100M -c queen.cisp.co.za -O 2
Connecting to host queen.cisp.co.za, port 5201
Reverse mode, remote host queen.cisp.co.za is sending
[  7] local 192.168.0.108 port 59376 connected to 62.233.65.195 port 5201
[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams
[  7]   0.00-1.00   sec  10.8 MBytes  90.8 Mbits/sec  0.018 ms  800/8635 (9.3%)  (omitted)
[  7]   1.00-2.00   sec  11.9 MBytes  99.6 Mbits/sec  0.019 ms  18/8615 (0.21%)  (omitted)
[  7]   0.00-1.00   sec  11.9 MBytes   100 Mbits/sec  0.029 ms  11/8645 (0.13%)
[  7]   1.00-2.00   sec  11.9 MBytes  99.8 Mbits/sec  0.017 ms  15/8630 (0.17%)
[  7]   2.00-3.00   sec  11.9 MBytes  99.7 Mbits/sec  0.018 ms  11/8615 (0.13%)
[  7]   3.00-4.00   sec  11.9 MBytes   100 Mbits/sec  0.018 ms  18/8649 (0.21%)
[  7]   4.00-5.00   sec  11.9 MBytes  99.9 Mbits/sec  0.018 ms  10/8633 (0.12%)
[  7]   5.00-6.00   sec  11.9 MBytes  99.9 Mbits/sec  0.019 ms  11/8632 (0.13%)
[  7]   6.00-7.00   sec  10.3 MBytes  86.1 Mbits/sec  0.022 ms  1202/8633 (14%)
[  7]   7.00-8.00   sec  11.9 MBytes  99.8 Mbits/sec  0.020 ms  14/8630 (0.16%)
[  7]   8.00-9.00   sec  11.9 MBytes  99.6 Mbits/sec  0.018 ms  16/8618 (0.19%)
[  7]   9.00-10.00  sec  11.9 MBytes   100 Mbits/sec  0.017 ms  10/8641 (0.12%)
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams
[  7]   0.00-10.15  sec   121 MBytes   100 Mbits/sec  0.000 ms  0/0 (0%)  sender
[SUM]  0.0-10.1 sec  158 datagrams received out-of-order
[  7]   0.00-10.00  sec   117 MBytes  98.5 Mbits/sec  0.017 ms  1318/86326 (1.5%)  receiver

Edit: I do think there might be a small amount of PL on my line normally, but in this case I believe there was something funky going on with international to get <1mbps results earlier on.
 
Hi,

Yes I was down for about 6 hours, recieved no assistance or replies to my issue.


HI , apologies again if you had a negative experience.
I did have another look, and saw the line went down at 18:43:09, issue was reported around 7pm via your ticket, and the connection appeared to have restored at 20:33:21pm. I also do see our support staff sent you a courtesy mail 20:41pm after hours to confirm your line status.

I'm unsure as to where the 6 hour downtime originated from, and how there was no acknowledgement provided for the issue, apart from the delayed response via MBB.
 
Last edited:
Local:
https://www.speedtest.net/result/15213728521.png

International:
https://www.speedtest.net/result/15213731620.png

Iperf:
Code:
iperf3 -R -u -b 100M -c queen.cisp.co.za -O 2
Connecting to host queen.cisp.co.za, port 5201
Reverse mode, remote host queen.cisp.co.za is sending
[  7] local 192.168.0.108 port 59376 connected to 62.233.65.195 port 5201
[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams
[  7]   0.00-1.00   sec  10.8 MBytes  90.8 Mbits/sec  0.018 ms  800/8635 (9.3%)  (omitted)
[  7]   1.00-2.00   sec  11.9 MBytes  99.6 Mbits/sec  0.019 ms  18/8615 (0.21%)  (omitted)
[  7]   0.00-1.00   sec  11.9 MBytes   100 Mbits/sec  0.029 ms  11/8645 (0.13%)
[  7]   1.00-2.00   sec  11.9 MBytes  99.8 Mbits/sec  0.017 ms  15/8630 (0.17%)
[  7]   2.00-3.00   sec  11.9 MBytes  99.7 Mbits/sec  0.018 ms  11/8615 (0.13%)
[  7]   3.00-4.00   sec  11.9 MBytes   100 Mbits/sec  0.018 ms  18/8649 (0.21%)
[  7]   4.00-5.00   sec  11.9 MBytes  99.9 Mbits/sec  0.018 ms  10/8633 (0.12%)
[  7]   5.00-6.00   sec  11.9 MBytes  99.9 Mbits/sec  0.019 ms  11/8632 (0.13%)
[  7]   6.00-7.00   sec  10.3 MBytes  86.1 Mbits/sec  0.022 ms  1202/8633 (14%)
[  7]   7.00-8.00   sec  11.9 MBytes  99.8 Mbits/sec  0.020 ms  14/8630 (0.16%)
[  7]   8.00-9.00   sec  11.9 MBytes  99.6 Mbits/sec  0.018 ms  16/8618 (0.19%)
[  7]   9.00-10.00  sec  11.9 MBytes   100 Mbits/sec  0.017 ms  10/8641 (0.12%)
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams
[  7]   0.00-10.15  sec   121 MBytes   100 Mbits/sec  0.000 ms  0/0 (0%)  sender
[SUM]  0.0-10.1 sec  158 datagrams received out-of-order
[  7]   0.00-10.00  sec   117 MBytes  98.5 Mbits/sec  0.017 ms  1318/86326 (1.5%)  receiver

Edit: I do think there might be a small amount of PL on my line normally, but in this case I believe there was something funky going on with international to get <1mbps results earlier on.
Hi, thank you for this.

So those results look pretty optimal with some room for margin of error regarding the loss.
The speed displayed via Speed testing sites can look different due to our traffic accelerators being switched off.
This only affects the speed being displayed, and should not hurt performance in any way to my knowledge,
If you do a real world test like downloading files internationally, you should see its much better than what's being displayed via speedtest.net
But speeds should show up correctly to international once the accelerators are back up.

Edit: But regarding this test, yes I see it has improved a lot.
International:
https://www.speedtest.net/result/15213731620.png
 
Last edited:
Status
Not open for further replies.
Back
Top