Cool Ideas Fibre ISP – Feedback Thread 6

CoolEscalator said:
Yeah, I see the service is not fully active, as the port is disabled.
Will check with the team as well

EDIT, we logged a ticket with Openserve to enable port 1
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Thank you people.

All done, pro-rata invoice paid and I am now running on Openserve.

@Frogfoot Fibre , you were good in the beginning but the few days between 31 Dec and 03 Jan was just too much.

@CoolEscalator , for some reason my email to support bounced back - I've cancelled the FF line in the portal and see that it will take effect on 28 February. Would it be possible to move that date to the end of January?

Alternatively, if not possible, could you arrange to downgrade that FF line to the cheapest available in order to minimise unnecessary cost on my side.

Thanks again to CoolIdeas - great service.
 
From Frogfoot:
Please note that we are actively investigating the issue and will share further communications shortly. We are currently observing a potential problem in the Arden and Blouberg areas and are working to resolve it as quickly as possible.

We appreciate your patience and will provide updates as soon as we have more information.
 
AfricanTech said:
Thank you people.

All done, pro-rata invoice paid and I am now running on Openserve.

@Frogfoot Fibre , you were good in the beginning but the few days between 31 Dec and 03 Jan was just too much.

@CoolEscalator , for some reason my email to support bounced back - I've cancelled the FF line in the portal and see that it will take effect on 28 February. Would it be possible to move that date to the end of January?

Alternatively, if not possible, could you arrange to downgrade that FF line to the cheapest available in order to minimise unnecessary cost on my side.

Thanks again to CoolIdeas - great service.
Click to expand...
Thank you for confirming connection :)

Regarding the cancellation, we have received it.
I will ask for the posibility of being month-end, then a downgrade won't be neccecary.
I will let you know :)
 
I get packet loss every time I'm on a Teams call. It gets worse when I try screen share or generally use the internet. It results in audio and video messing up, it makes calls extremely irritating and I miss out on so much. Is this an ISP issue?

It started a few weeks ago and hasn't stopped.

1736158479728.png
 
CoolEscalator said:
From Frogfoot:
Please note that we are actively investigating the issue and will share further communications shortly. We are currently observing a potential problem in the Arden and Blouberg areas and are working to resolve it as quickly as possible.

We appreciate your patience and will provide updates as soon as we have more information.
Click to expand...
Hi all, from frogfoot:

Hi ,We are seeing restoration and we can confirm the issue has been resolved.
 
derp90 said:
I get packet loss every time I'm on a Teams call. It gets worse when I try screen share or generally use the internet. It results in audio and video messing up, it makes calls extremely irritating and I miss out on so much. Is this an ISP issue?

It started a few weeks ago and hasn't stopped.

View attachment 1785674
Click to expand...
HI , thank you for reaching out.
It could be that there is loss on your connection contributing to this.
Are you able to post a MTR test to 1.1.1.1?

EDIT:
I have tested on my end in Cape Town, and I'm not noticing the same issues
Latency is normal, and no packet loss.
This is also with screensharing a 4K youtube video as well (output is 1080p but still)
Can you confirm if you are using any kind of VPN as well?

Please also PM me your current Public IP address

EDIT 2:
Tested a teams call for an hour, results remained the same as attached
 

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derp90 said:
I get packet loss every time I'm on a Teams call. It gets worse when I try screen share or generally use the internet. It results in audio and video messing up, it makes calls extremely irritating and I miss out on so much. Is this an ISP issue?

It started a few weeks ago and hasn't stopped.

View attachment 1785674
Click to expand...
Some basic questions is, what package are you on? And are you using wireless or a cabled connection?
 
PBCool said:
Some basic questions is, what package are you on? And are you using wireless or a cabled connection?
Click to expand...
Frogfoot 120/120.

I'm using a wireless with a laptop. It used to always be 100% up until about a month ago.

I'll PM the relevant details to the rep above.
 
derp90 said:
Frogfoot 120/120.

I'm using a wireless with a laptop. It used to always be 100% up until about a month ago.

I'll PM the relevant details to the rep above.
Click to expand...
Any wireless repeaters etc?

Ideally test with a cable and see, if it's the same it's probably loss on your line. If it isn't you know it's wireless related.
 
PBCool said:
Any wireless repeaters etc?

Ideally test with a cable and see, if it's the same it's probably loss on your line. If it isn't you know it's wireless related.
Click to expand...
I can try with a cable. If the wireless is the issue, what could have changed between now and a month ago? I didn't change any of the conditions.
 
derp90 said:
I can try with a cable. If the wireless is the issue, what could have changed between now and a month ago? I didn't change any of the conditions.
Click to expand...
That's wireless for you. It's a dynamic medium. Radios go over time, so the best starting point is with a cable and see from there.
 
Hey @CoolEscalator, I've been trying to get feedback on this ticket. Seems to be some confusion after vumatel replaced my ONT.
#COOL-20241129-2115827
 
fib said:
Hey @CoolEscalator, I've been trying to get feedback on this ticket. Seems to be some confusion after vumatel replaced my ONT.
#COOL-20241129-2115827
Click to expand...

EDIT: @fib I have deleted the previous contents here as they are incorrect.

Hi there, after further investigations, it seems the link was incorrectly activated on the Old ONT FSAN number.
Our team has reached out to the Service Delivery manager at Vumatel to assist with activating on the correct ONT that was recently installed.
This appears to have been overlooked after our team informed Vuma of the new FSAN, on the 3rd of JAN

Apologies for this, we will do our best to get this resolved Soonest
 
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CoolEscalator said:
EDIT: @fib I have deleted the previous contents here as they are incorrect.

Hi there, after further investigations, it seems the link was incorrectly activated on the Old ONT FSAN number.
Our team has reached out to the Service Delivery manager at Vumatel to assist with activating on the correct ONT that was recently installed.
This appears to have been overlooked after our team informed Vuma of the new FSAN, on the 3rd of JAN

Apologies for this, we will do our best to get this resolved Soonest
Click to expand...
Hi @fib , the issue should be sorted since just before 5pm yesterday. Please let me know if you need anything else
 
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