Cool Ideas Fibre ISP - Feedback

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DERoestorf said:
@PBCool So vuma cannot fix my line in the hours I am at home, and I don't have leave to put in for the hours they work (Vumatel and Telkom starting to look exactly the same to me when it comes to service offered)

Is there a way to suspend my account until such time I can get my line fixed, or must I cancel my order with you guys.

I am so fed up with their BS now
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Their install and support teams are separate which is why they need to schedule it, they don't offer a line suspension service and if you cancel we would need to charge a connection fee to reconnect the service. So when do they think they can get to you? Was it their fault for the break?
 
PBCool said:
Their install and support teams are separate which is why they need to schedule it, they don't offer a line suspension service and if you cancel we would need to charge a connection fee to reconnect the service. So when do they think they can get to you? Was it their fault for the break?
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I will probable only be able to make time in December this year, at the earliest.

I can't blame them, as the conduit broke, and that caused the fibre to be cut by it. As it runs through my driveway, a car goes over the conduit daily.

also, don't mind scheduling it, problem i have is the fact that they only work Mon - Fri between 8:30 and 15:00.

This means that any single person is not available without applying for leave.

At least offer one slot on Saturdays or something
 
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DERoestorf said:
I will probable only be able to make time in December this year, at the earliest.

I can't blame them, as the conduit broke, and that caused the fibre to be cut by it. As it runs through my driveway, a car goes over the conduit daily.

also, don't mind scheduling it, problem i have is the fact that they only work Mon - Fri between 8:30 and 15:00.

This means that any single person is not available without applying for leave.

At least offer one slot on Saturdays or something
Click to expand...

PM me your account name again and I can see what I can do from my side.
 
So, Fibre all setup and installed. Cool Ideas assistant this morning :)

Been doing some speed tests. Over wifi it seems max is around 80Mb/s and with a direct connection its 96mb/s So not sure why the WiFi is slower?
Also noticed max download speed on files seem to be around 5mb/s - any reason for this?
 
Tander said:
Been doing some speed tests. Over wifi it seems max is around 80Mb/s and with a direct connection its 96mb/s So not sure why the WiFi is slower?
Also noticed max download speed on files seem to be around 5mb/s - any reason for this?
Click to expand...
Download speed would depend on your source, their upstream capacity, single/multi threading etc.

WiFi issue can be any number of things. Your device, signal, etc
 
shreez said:
I brought up an issue over a week ago and still no response.
This is the WORST support I have ever received from ANY ISP, bar none.

What the hell is going on?
Are you guys operating out of a garage?

I have yet to receive ANY response from ANYONE at your so called support desk.
Now I have to take time out of my work day and log into this forum to chase up something which I am paying for.

I've even convinced my neighbour to go with Cool ideas instead of Vox.

Can somebody please do what I pay you guys for!
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I'm Sure I responded to your initial post as well of what could be the issue? You were complaining that you weren't getting 100mbps on NNTP Downloads? So I suggested that NNTP Providers at the best of times use dodgy bandwidth and that as you can see on CISP's network graphs they have the international capacity available. So have you tried a different NNTP provider for reference?
 
Mike Hoxbig said:
WiFi issue can be any number of things. Your device, signal, etc
Click to expand...

So, setup is a brand new router. TP-Link 300Mbs WiFi N one. And Using my laptop, which is a MacBook Pro - 2016 with touch bar. When speed tests were done, laptop was 30cm away from the router.
 
Tander said:
So, setup is a brand new router. TP-Link 300Mbs WiFi N one. And Using my laptop, which is a MacBook Pro - 2016 with touch bar. When speed tests were done, laptop was 30cm away from the router.
Click to expand...

You can never rely on wireless to get full speeds on a 100mbps connection, even if you are sitting right on top of the router.
 
Tander said:
So, Fibre all setup and installed. Cool Ideas assistant this morning :)

Been doing some speed tests. Over wifi it seems max is around 80Mb/s and with a direct connection its 96mb/s So not sure why the WiFi is slower?
Also noticed max download speed on files seem to be around 5mb/s - any reason for this?
Click to expand...

Hi Tander

There is a multitude of reasons the Wifi speed is slower.

1) Its Wifi,
2) the AP you are using, and the band and Type of Wifi you are using (802.11n @ 2.4Ghz V 802.11ac @ 5Ghz)
2) the distance you are from the AP
3) the device you are testing with
4) the interference from other AP's, Microwaves, Bluetooth, baby monitors,
5) a combination of all the above
 
ghostR said:
You can never rely on wireless to get full speeds on a 100mbps connection, even if you are sitting right on top of the router.
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Kyoto said:
Hi Tander

There is a multitude of reasons the Wifi speed is slower.

1) Its Wifi,
2) the AP you are using, and the band and Type of Wifi you are using (802.11n @ 2.4Ghz V 802.11ac @ 5Ghz)
2) the distance you are from the AP
3) the device you are testing with
4) the interference from other AP's, Microwaves, Bluetooth, baby monitors,
5) a combination of all the above
Click to expand...

Thanks gents, figured as much. :)
 
Paul/PBCool

Are you really going to point blank ignore my comment about the pathetic service I've received from Cool Ideas after having being a customer for all of two weeks?

I joined you guys since I saw your involvement here.
It's really not "cool" that you have very conveniently replied to other posts and have ignored mine.
I even sent you a PM last week and you have yet to respond. I understand that you are busy, but at least put me in touch with someone who can assist me.

It's not good that I have to log into the forum and beg for support.
 
shreez said:
Paul/PBCool

Are you really going to point blank ignore my comment about the pathetic service I've received from Cool Ideas after having being a customer for all of two weeks?

I joined you guys since I saw your involvement here.
It's really not "cool" that you have very conveniently replied to other posts and have ignored mine.
I even sent you a PM last week and you have yet to respond. I understand that you are busy, but at least put me in touch with someone who can assist me.

It's not good that I have to log into the forum and beg for support.
Click to expand...
Apologies I did escalate to our support manager, will follow up right away for you!
 
shreez said:
Paul/PBCool

Are you really going to point blank ignore my comment about the pathetic service I've received from Cool Ideas after having being a customer for all of two weeks?

I joined you guys since I saw your involvement here.
It's really not "cool" that you have very conveniently replied to other posts and have ignored mine.
I even sent you a PM last week and you have yet to respond. I understand that you are busy, but at least put me in touch with someone who can assist me.

It's not good that I have to log into the forum and beg for support.
Click to expand...

shreez said:
Thank you.
I do not believe that the first line guys are up to the task.
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Thanks for the heads-up. I am strongly considering using them once our fibre is up, and I've heard only good things so far, but I knew it was too good to be true. It's good to have an opinion from the other side of the coin before I make my decision.
 
Ho3n3r said:
Thanks for the heads-up. I am strongly considering using them once our fibre is up, and I've heard only good things so far, but I knew it was too good to be true. It's good to have an opinion from the other side of the coin before I make my decision.
Click to expand...

Well I only had an issue for my fibre to go live, before I even signed up with CISP. I literally just kept on posting on Vumatel's facebook page each day, until they decided it was time to sort it out, and they sent their best guy to literally sort me out. I was even out of the country at the time, but my wife was at home.

When the fibre lit up at home, I joined CISP, and I have asked 2 or so things from PBCool to optimize the network, but to be honest, it is all internet bliss. Literally. You can ask my wife and ask how much I moaned about the ADSL. She says that I have no complaints nowadays, and thats how she knows the internet is better.

There may be cheaper ISPs, or more well known ISPs, but CISP has the bandwidth quality with no shaping. You won't get better. You can be on an ISP with the best 24/7 support, if the network is ****, the great support counts for nothing.
 
Ho3n3r said:
Thanks for the heads-up. I am strongly considering using them once our fibre is up, and I've heard only good things so far, but I knew it was too good to be true. It's good to have an opinion from the other side of the coin before I make my decision.
Click to expand...

Yeah, look, I started my Fibre journey with CISP, about 6 months but for perspective I thought I would dump them for VOX. Been on VOX less than a month and I've already cancelled and applied to have CISP reinstated.

Agree, Cool Ideas online ticketing system is WELL below par and we very lucky to have PBCool representing the company on the forums but generally their product performs well above the industry average. I think the performance stats prove that...
 
Quick question. What router does cool idea supply when signing up for a100/100 line? I hope it support gigabit port
 
To see the downloads fly like they do is still a breath of fresh air... the stuff made in the most awesome parts of the Drakensberg. Thank you, Cool Ideas :love:
 
Tinuva said:
You can be on an ISP with the best 24/7 support, if the network is ****, the great support counts for nothing.
Click to expand...

True, but as with everything there has to be a balance.
At some point, even on the best network, you will need support.
 
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