Cool Ideas Fibre ISP - Feedback

[mybbuser]

Good Morning
I logged a ticket for fibre down on Sat Morning, but there's been no response.
How do I escalate the ticket?
Thank you

 

[Heisenborg]

Fibre break affecting the West Rand has been localised to 4km from their pop and technicians are busy with the repair.

cool

 

[PBCool]

I received the cancellation notice from WebAfrica, but for some reason my line is still running. When I log in to shop.vumatel and try to process the purchase with CISP, I get a notification that states my line already has an active subscription.

Is this something you can fix? Or is this a vumatel fix? Would CISP be able to hurry Vuma up in switching? Or what do I do?

Just means they haven't cancelled the line, have you tried to cancel yourself via the portal?

 

[PBCool]

Good Morning
I logged a ticket for fibre down on Sat Morning, but there's been no response.
How do I escalate the ticket?
Thank you

PM me the ticket number pls.

 

[Y'all Qaeda]

Just means they haven't cancelled the line, have you tried to cancel yourself via the portal?

I didn't know this was an option until I read it in one of your posts. When I tried to check it now from the office, it shows nothing active, but again, the line still seems to go through. Testing my sending whatsapp message to my wife who's at home connected to wifi.

Where would the cancel option be on the portal?

 

[jannier]

Vumatel have confirmed one of the paths is still down waiting on feedback from DFA on time to resolve.

Hi Paul,

I am asking because I don't know.

How the F does Vumatel or for that matter any other fibre provider not know that a path, link, hardware, whatever, etcetera has gone down?
Are there not equipment and software monitoring their fibre networks and "phone home" when a problem arises?

One would think 21st Century , Fibre Optic networks that things have evolved to the point that networks are Intelligent to the point they can let their care takers know when a problem has crept in.

 

[mybbuser]

PM me the ticket number pls.

PM sent
thank you

 

[PBCool]

I didn't know this was an option until I read it in one of your posts. When I tried to check it now from the office, it shows nothing active, but again, the line still seems to go through. Testing my sending whatsapp message to my wife who's at home connected to wifi.

Where would the cancel option be on the portal?

You need to login to the portal via your service at home for it to pickup your object.

 

[PBCool]

Hi Paul,

I am asking because I don't know.

How the F does Vumatel or for that matter any other fibre provider not know that a path, link, hardware, whatever, etcetera has gone down?
Are there not equipment and software monitoring their fibre networks and "phone home" when a problem arises?

One would think 21st Century , Fibre Optic networks that things have evolved to the point that networks are Intelligent to the point they can let their care takers know when a problem has crept in.

Well exactly this is now the question which will need to be brought to light with their report.

 

[PBCool]

PM sent
thank you

Thanks.

 

[Zassie]

Well exactly this is now the question which will need to be brought to light with their report.

Just my logic going through my head on this.

Probably because of redundant routes, means the a device can still "ping" home.

That being said tho, obviously with clients feeling a degraded network would mean that in this case there would be spikes in usage on some devices that should raise the alarm anyway.

 

[Heisenborg]

Well exactly this is now the question which will need to be brought to light with their report.

Would you guys not have some sort of clause and clawback regarding uptime? Surely they cant damage your own brand like they have this past week?

 

[Tinuva]

Just my logic going through my head on this.

Probably because of redundant routes, means the a device can still "ping" home.

That being said tho, obviously with clients feeling a degraded network would mean that in this case there would be spikes in usage on some devices that should raise the alarm anyway.

A proper network would monitor more than just "pinging" a router

They should monitor for ports that go down, as in, status = disconnected. Also monitor when throughput is outside the norm for the time of day. Eg. if a port is running 80%+ throughput, eventually it will be saturated and cause problems. If a port is running 0% then something is probably strange too and worth a look. Talking transit/backhaul network here, not datacenters ect.

 

[Zassie]

A proper network would monitor more than just "pinging" a router

They should monitor for ports that go down, as in, status = disconnected. Also monitor when throughput is outside the norm for the time of day. Eg. if a port is running 80%+ throughput, eventually it will be saturated and cause problems. If a port is running 0% then something is probably strange too and worth a look. Talking transit/backhaul network here, not datacenters ect.

Okay mister "I used to work for an ISP"

But yes, agreed! xD

 

[PBCool]

Just my logic going through my head on this.

Probably because of redundant routes, means the a device can still "ping" home.

That being said tho, obviously with clients feeling a degraded network would mean that in this case there would be spikes in usage on some devices that should raise the alarm anyway.

Yeah so two routes 10Gbps each but at peak they require more than 10Gbps of capacity. So ideally they should upgrade both paths to cater for the demand in the case of a failure. Again we will revise what their plan is going forward once we receive the report.

 

[PBCool]

A proper network would monitor more than just "pinging" a router

They should monitor for ports that go down, as in, status = disconnected. Also monitor when throughput is outside the norm for the time of day. Eg. if a port is running 80%+ throughput, eventually it will be saturated and cause problems. If a port is running 0% then something is probably strange too and worth a look. Talking transit/backhaul network here, not datacenters ect.

Yerp. I think they haven't been monitoring the fact that they have gone past a single paths capacity which wouldn't be an issue normally in a failure.

 

[Zassie]

Yeah so two routes 10Gbps each but at peak they require more than 10Gbps of capacity. So ideally they should upgrade both paths to cater for the demand in the case of a failure. Again we will revise what their plan is going forward once we receive the report.

Don't you just love Perfect World vs Real World scenario's haha

 

[PBCool]

Would you guys not have some sort of clause and clawback regarding uptime? Surely they cant damage your own brand like they have this past week?

There are guidelines but these lines are provided as best effort, this is why I mention it. This is the first time something like this has taken so long to resolve.

 

[blunt]

[MENTION=394133]PBCool[/MENTION] getting a pppoe auth error since this morning -have opened a ticket. Anything wrong with MTN ppp auth that you are aware of?

 

[Y'all Qaeda]

You need to login to the portal via your service at home for it to pickup your object.

Fair enough. I've mailed a request in around the same thing, but I don't have a ticket number. Seeing as I've got my answer, would you be able to pick up and cancel the ticket? I don't want people doing duplicate work - just asked here as there was silence on emails.