Cool Ideas Fibre ISP - Feedback

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SandMan said:
@PBCool can you please check with CISP Support what the (annoying) delay is, been a week since last update - would seriously appreciate some kind of feedback. Will send a PM with ticket details.
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Sure, please do.
 
SandMan said:
@PBCool can you please check with CISP Support what the (annoying) delay is, been a week since last update - would seriously appreciate some kind of feedback. Will send a PM with ticket details.
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It's with Openserve and they are terrible, we have a managers meeting with them today. The ticket is with one of the managers and wants to give relative feedback after today's meeting with them. Sorry for the lack of response.
 
PBCool said:
Sure I can try, is it a particular time or not related? And your PS4 is obviously cabled into your service? We haven't had any other complaints around this.
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It is all over the place, doesn't really matter the time.

And yes, my ps4 is using a cable to connect to the Internet.
 
PBCool said:
They also dont have v6 support as yet, is why we elected HE and IS as our upstreams which are v6 native.
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Interesting, but I only see you on IS for v6. https://www.robtex.com/route/2c0f:f9a8::-32.html

When will you be turning on v6 for the parts of your network that do support it?

Out of interest sake, HE is peering openly at NapAfrica JNB1 now, and have a tunnel service available in JHB.

Code: 
~ # mtr --aslookup --report-wide --show-ips --report-cycles=6 2c0f:f9a8::1
Start: Sat May 27 08:08:33 2017
HOST: nixdl                                                                 Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. AS6939  router.heaven.za.net (2001:470:1f23:3b::)                       0.0%     6    0.4   2.0   0.4   9.8   3.8
  2. AS6939  tinuva-1.tunnel.tserv1.jnb1.ipv6.he.net (2001:470:1f22:3b::1)   0.0%     6   28.2  29.7  27.5  35.4   2.9
  3. AS6939  10ge11-15.core1.jnb1.he.net (2001:470:0:303::1)                 0.0%     6   27.7  32.6  27.7  43.6   5.6
  4. AS6939  10ge3-11.core1.lon2.he.net (2001:470:0:291::1)                  0.0%     6  192.7 197.6 189.0 217.4  10.3
  5. AS???   2001:7f8:4::e9d:1                                              50.0%     6  202.3 195.8 190.6 202.3   5.9
  6. AS3741  core1b-pkl-pos-0-0-5-0.ipv6.isnet.net (2c0f:fc00:2:17::1)      66.7%     6  363.3 361.6 360.0 363.3   2.2
  7. AS3741  2c0f:fc00:0:6::101                                              0.0%     6  355.8 358.9 353.6 371.9   6.6
  8. AS???   ???                                                            100.0     6    0.0   0.0   0.0   0.0   0.0

Would be awesome when Vumatel adds v6 prefix-delegation support, assuming they using IPoE.
 
Little bit pissed off asked on Thursday for an upgrade to 50/50 granted it's not CI they are waiting for metrofibre but seriously how long can this take? Surely someone should chase it up?
 
marine1 said:
Little bit pissed off asked on Thursday for an upgrade to 50/50 granted it's not CI they are waiting for metrofibre but seriously how long can this take? Surely someone should chase it up?
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Unfortunately the upgrade on our side is immediate, we rely on the operator and MFN is not great with admin. So apologies for the delay. I will push it from my side.
 
DERoestorf said:
It is all over the place, doesn't really matter the time.

And yes, my ps4 is using a cable to connect to the Internet.
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May be an issue on the Vumatel side, we've had random customers receiving mirrored traffic from other customers. The network hasn't changed and has been stable for quite some time.
 
PBCool said:
May be an issue on the Vumatel side, we've had random customers receiving mirrored traffic from other customers. The network hasn't changed and has been stable for quite some time.
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Would you be able to raise a ticket for it please?
 
Hi,

Anyone know if Fibrehoods digs trenches or uses overhead lines?
Looking at a place with FibreHood fibre but estate doesn't have infrastructure. Looking to see what the chances of me staying on great internet is..
 
Pho3nix said:
Hi,

Anyone know if Fibrehoods digs trenches or uses overhead lines?
Looking at a place with FibreHood fibre but estate doesn't have infrastructure. Looking to see what the chances of me staying on great internet is..
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On our side in the Streets its overhead lines. Inside the complex it runs in the manholes.
 
Hi PBCool

I requested a line upgrade (ticket #COOL-20170516-14011). I was told that requests to SADV usually take 3-5 days. The matter was allocated to someone at your Connect department. I have requested updates on two occasions, but I have had no response.

Yesterday I was issued with an invoice for the upgraded service (which I don't have).

I am usually quite relaxed about these kinds of things, but it is the lack of any substantive communication that is annoying me the most. It may well be an SADV issue, but as your customer should I not at least be told that? Please could you provide me with a detailed explanation of the cause of the issue?
 
seted said:
Hi PBCool

I requested a line upgrade (ticket #COOL-20170516-14011). I was told that requests to SADV usually take 3-5 days. The matter was allocated to someone at your Connect department. I have requested updates on two occasions, but I have had no response.

Yesterday I was issued with an invoice for the upgraded service (which I don't have).

I am usually quite relaxed about these kinds of things, but it is the lack of any substantive communication that is annoying me the most. It may well be an SADV issue, but as your customer should I not at least be told that? Please could you provide me with a detailed explanation of the cause of the issue?
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Same boat .....waiting now 5 days.
Put in request Thursday. 5 days including both Thursday and today
 
I have just been through the similar issues with them so I eventually cancelled on the 4th of April, so on the 26th May (Friday) they cancelled the data portion of the line (both were supposed to be cancelled on the last day of April) which means I cannot move to a new provider as the actual fibre is still linked to them as they never cancelled this in April when cancelled (this has a 30day waiting period with fibre provider), I have been without internet since friday morning, had numerous calls with different technicians, every one of them promises to call back but they never do, The service is absolutely shocking, I honestly don't know how they stay in business!
 
JakesCPT said:
I have just been through the similar issues with them so I eventually cancelled on the 4th of April, so on the 26th May (Friday) they cancelled the data portion of the line (both were supposed to be cancelled on the last day of April) which means I cannot move to a new provider as the actual fibre is still linked to them as they never cancelled this in April when cancelled (this has a 30day waiting period with fibre provider), I have been without internet since friday morning, had numerous calls with different technicians, every one of them promises to call back but they never do, The service is absolutely shocking, I honestly don't know how they stay in business!
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Jakes which line provider are you on? This process of cancelling and re-provisioning is always done on the operator side, so not pointing fingers but often we request feedback and updates without and responses. The lack of updates would be our fault. You are always welcome to escalate via myself as mentioned before.

EDIT: I have looked into this personally and the line issues you were having weren't from our side, but from the operator in question, we don't have any viability on this kind of thing aside from throughput tests and logging it with the operator, so you will have the same issue on any ISP if the carrier/Layer2 is having the problem.

On the cancellation side the operators processes were having issues, we followed up multiple times with them around it as we need to follow their processes due to MSAs signed etc. They then came back to us at 5:20PM on Friday with an alternative cancellation process (I'm sure this after you called them) we sent the manual cancellation at 6:00PM on Friday. Also the lady that manages most of these things on the operator side is on leave and has been handed over to someone else which tends to delay things further.

As mentioned you are always welcome to escalate via me, I would have been happy to issue you a temporary account to use during this.
 
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marine1 said:
Same boat .....waiting now 5 days.
Put in request Thursday. 5 days including both Thursday and today
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This is still with MFN unfortunately, I will push on the escalation for you, remember MFN don't generally work on Weekends either.
 
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seted said:
Hi PBCool

I requested a line upgrade (ticket #COOL-20170516-14011). I was told that requests to SADV usually take 3-5 days. The matter was allocated to someone at your Connect department. I have requested updates on two occasions, but I have had no response.

Yesterday I was issued with an invoice for the upgraded service (which I don't have).

I am usually quite relaxed about these kinds of things, but it is the lack of any substantive communication that is annoying me the most. It may well be an SADV issue, but as your customer should I not at least be told that? Please could you provide me with a detailed explanation of the cause of the issue?
Click to expand...

I will follow up with this for you right away, I will arrange a credit for you on the difference.
 
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