Cool Ideas Fibre ISP - Feedback

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sand_man said:
So strange that! As a layman I thought the only difference between the 2 methods of deployment was where the cable is run IE one on street poles and the other underground.
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Nope one is PON and uses a portal and provisioning system developed locally, the other active Ethernet and uses a system developed by Venturanext in Sweden.
 
PBCool said:
Dis you not get the welcome email on signing up with us?
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Yep it read as follows:

Thank you for your application! One of our friendly connect experts will be in touch to assist you with any signup queries between 8am and 5pm weekdays.

If you have an urgent query, please email our support desk at [email protected]

As well as this one:

Dear Manbjorngris,

Thank you for signing up with us. Your new account has been setup and you can now login to our client area using the details below.

Username: [email protected]
Password: Please follow this link to create your password. Create my password

To login, visit https://coolzone.cisp.co.za/


I also got this mail which misled me into thinking the Frogfoot installation is covered by you guys:


Hi Manbjorngris,

Thank you for your reply and for choosing us! :-)

Please note that once we receive your application form, we will then process it and submit it to Frogfoot
They will then contact you with regards to bringing the fibre into your premises. This will include the installation of the termination point for the fibre. It will be a box that will have a LAN port in it. Once this has been installed, the line will still need to be configured on the back end.

When all this has been completed, Frogfoot will then have to notify us as to when the line has been completed and is ready for ISP activation. The reason for this is because once we pre-configure your router and send it off to you, we start billing you.
We don't want to bill you for a service that you may not be able to use, therefore, we rely on that communication from INSERT FIBRE LINE PROVIDER to say that your line is active.

Please note that the general turnaround time for Frogfoot from the time you apply with us to the time they complete their side of the installation is 4 -6 weeks.

Should you need anything further, please don't hesitate to contact us.

Thank you.
 
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Manbjorngris said:
Yep it read as follows:

Thank you for your application! One of our friendly connect experts will be in touch to assist you with any signup queries between 8am and 5pm weekdays.

If you have an urgent query, please email our support desk at [email protected]

As well as this one:

Dear Manbjorngris,

Thank you for signing up with us. Your new account has been setup and you can now login to our client area using the details below.

Username: [email protected]
Password: Please follow this link to create your password. Create my password

To login, visit https://coolzone.cisp.co.za/


I also got this mail which misled me into thinking the Frogfoot installation is covered by you guys:


Hi Manbjorngris,

Thank you for your reply and for choosing us! :-)

Please note that once we receive your application form, we will then process it and submit it to Frogfoot
They will then contact you with regards to bringing the fibre into your premises. This will include the installation of the termination point for the fibre. It will be a box that will have a LAN port in it. Once this has been installed, the line will still need to be configured on the back end.

When all this has been completed, Frogfoot will then have to notify us as to when the line has been completed and is ready for ISP activation. The reason for this is because once we pre-configure your router and send it off to you, we start billing you.
We don't want to bill you for a service that you may not be able to use, therefore, we rely on that communication from INSERT FIBRE LINE PROVIDER to say that your line is active.

Please note that the general turnaround time for Frogfoot from the time you apply with us to the time they complete their side of the installation is 4 -6 weeks.

Should you need anything further, please don't hesitate to contact us.

Thank you.
Click to expand...
Yeap, will you PM me your account holder name so I can see what transpired in this case?
 
Routes to Gauteng appear to be wonky again - ping has gone up to around 160ms. I've logged an issue: #COOL-20171130-58211

Screen Shot 2017-11-30 at 14.32.20.jpg
 
phuma said:
Routes to Gauteng appear to be wonky again - ping has gone up to around 160ms. I've logged an issue: #COOL-20171130-58211

View attachment 481544
Click to expand...

I am going to take a guess.

CPT to LON backhaul is in testing and we routing CPT -> LON -> JHB for some reason.

CPT -> JHB:
Code: 
# mtr cisp.co.za --report-wide --show-ips
Start: Thu Nov 30 14:54:00 2017
HOST: fs1.heaven.ctwug.za.net                    Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- router.heaven.za.net (192.168.241.1)        0.0%    10    0.2   0.3   0.2   0.4   0.0
  2.|-- 155.93.251.1                                0.0%    10    1.1   1.1   1.0   1.3   0.0
  3.|-- c3h-backbone.coolideas.co.za (154.0.1.125)  0.0%    10    0.9   0.9   0.9   1.0   0.0
  4.|-- cd-backbone.coolideas.co.za (154.0.1.13)    0.0%    10    1.1   1.2   1.1   1.3   0.0
  5.|-- c6t-backbone.coolideas.co.za (154.0.1.245)  0.0%    10  165.1 165.7 165.0 170.3   1.5
  6.|-- c3x-backbone.coolideas.co.za (154.0.1.141)  0.0%    10  165.2 165.2 165.1 165.5   0.0
  7.|-- uny-cust.coolideas.co.za (154.0.3.94)       0.0%    10  165.7 165.7 165.5 165.8   0.0
  8.|-- cx-backbone.coolideas.co.za (154.0.2.33)    0.0%    10  165.7 165.9 165.5 167.4   0.5
  9.|-- c4i-backbone.coolideas.co.za (154.0.2.162)  0.0%    10  165.7 165.9 165.6 167.0   0.0
 10.|-- u2n3-cust.coolideas.co.za (154.0.13.95)     0.0%    10  165.9 167.0 165.9 169.3   1.3

JHB -> CPT:
Code: 
# mtr heaven.za.net --report-wide  --report
HOST: ares.hero.za.net             Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. 10.24.50.22                   0.0%    10    0.0   0.0   0.0   0.0   0.0
  2. coolideas.ixp.joburg          0.0%    10    0.2   2.5   0.2  22.6   7.1
  3. c3y-backbone.coolideas.co.za  0.0%    10    0.3   0.3   0.3   0.4   0.1
  4. c6u-backbone.coolideas.co.za  0.0%    10  164.2 164.2 164.1 164.4   0.1
  5. ce-backbone.coolideas.co.za   0.0%    10  164.3 165.5 164.3 168.7   1.7
  6. c3i-backbone.coolideas.co.za  0.0%    10  170.8 167.9 164.7 184.8   6.3
  7. 155.93.252.122               10.0%    10  165.4 165.4 165.2 165.8   0.2

This is good news, if my guess is correct. Means CPT will be brought inline with similar connectivity the JHB guys have on CISP.
 
The support desk also asked me to supply a screen shot as proof that my machine is cabled. I would have though you could ping back down to me, but ok.
 
Actually looking again, I think the Layer2 provider for JHB-CPT is rerouting a long way around or something, this is a route from CPT->JHB->LON

Code: 
 # mtr 154.0.1.214 --report-wide
Start: Thu Nov 30 14:59:02 2017
HOST: fs1.heaven.ctwug.za.net      Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- router.heaven.za.net          0.0%    10    0.3   0.4   0.3   1.3   0.0
  2.|-- 155.93.251.1                  0.0%    10    1.9   2.3   1.1  11.5   3.1
  3.|-- c3h-backbone.coolideas.co.za  0.0%    10    1.1   1.0   0.9   1.1   0.0
  4.|-- cd-backbone.coolideas.co.za   0.0%    10    1.3   1.3   1.2   1.4   0.0
  5.|-- c6t-backbone.coolideas.co.za  0.0%    10  166.5 165.4 165.1 166.5   0.3
  6.|-- c5y-backbone.coolideas.co.za  0.0%    10  326.4 326.4 326.1 327.0   0.0
 
PBCool, need some input from you as to what is going on right now and moreso the last few days. Dont want this to become some new normal after months of greatness. :/
 
PBCool said:
We have had far more network and line related issues on aerial, also they are independent networks and provisioning systems. On trenched you can order a package right away, on aerial they need to provision the line which is manual at the moment.
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damn, we will be getting our fibre from the aerial route, so holding thumbs we don't have many line related issues with it. Also roughly how long does it take for it to be manually provisioned?
 
John Tempus said:
PBCool, need some input from you as to what is going on right now and moreso the last few days. Dont want this to become some new normal after months of greatness. :/
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The JHB CT carrier is changing because of the issues, but it should affect traffic. Checking it out.
 
ISP cash cow said:
damn, we will be getting our fibre from the aerial route, so holding thumbs we don't have many line related issues with it. Also roughly how long does it take for it to be manually provisioned?
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It depends, sometimes really quick. Sometimes not.
 
@PBCool, have logged an issue - #COOL-20171130-58211 - and have referred the support team to the comments here in the forum, but they insist I must do a test from my CPE. If no one else was having an issue, perhaps - but in this case it feels like logic is not prevailing.
 
PBCool said:
The JHB CT carrier is changing because of the issues, but it should affect traffic. Checking it out.
Click to expand...

There is definitely issues, sitting with higher ping from CPT to JHB (165ms) than from CPT to LONDON (142ms) , haha.
 
Quote Originally Posted by phool
PBcool. Any chance you help me get hold of my account log in details for use with my router? I reset it accidentally and now can't login sent a support request an hour ago but have no answer yet.

You can access these via the portal or call support. Have you come right?
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@PBCool How do I access the portal ?
 
phuma said:
@PBCool, have logged an issue - #COOL-20171130-58211 - and have referred the support team to the comments here in the forum, but they insist I must do a test from my CPE. If no one else was having an issue, perhaps - but in this case it feels like logic is not prevailing.
Click to expand...
We can't escalate to line provider without a test from directly into the CPE so please do so, we can then take it further.
 
mugikhan said:
@PBCool My connection dropped twice last night due to dns server issues. This downtime is worse than on adsl. I expected better from fibre!
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What DNS issues did you have? We haven't had any recursive server issues.
 
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