Cool Ideas Fibre ISP - Feedback

[Orihalcon]

Had some slight stutter on Twitch between 18:00 and 19:00 last night. But other than that it has been smooth sailing all the way.


Side note for folks that have done speed line speed upgrades on their accounts - what exactly is the process here? Do I just do everything through the VUMA portal? Do I cancel the current line package first and then select the new one or just select the new one?

 

[Kloon]

[MENTION=394133]PBCool[/MENTION] so I logged the ticket and provided all the info as requests and was told CISP will take the issue up with the line provider, ie Vumatel I presume in my case?

Just got a couple of questions regarding this, last night was again one of those nights where nothing was possible to watch via streaming, everything just buffered constantly untill about just after 10pm, however local was fine.

So my main question is, if Vuma is to blame for the capacity issue surely the issue should affect local traffic as well? I'm not too clued up on how the Vuma and CISP infrastructure works but I would think my line goes to a data center where my traffic gets handed off to my ISP from where it goes via their network and routes, or am I wrong here?

Just dificult to understand how Vuma would be to blame for slow international speeds during peak hours when my traffic is running through CISP? Also if it is the case that Vuma is the cause then surely this should affect all Vuma customers in my area no matter what ISP they are using?

 

[PBCool]

Had some slight stutter on Twitch between 18:00 and 19:00 last night. But other than that it has been smooth sailing all the way.


Side note for folks that have done speed line speed upgrades on their accounts - what exactly is the process here? Do I just do everything through the VUMA portal? Do I cancel the current line package first and then select the new one or just select the new one?

If it's Vumatel trenched you can just order a new package via the Vuma portal, don't cancel first as this will attract a connection fee. We advise to try do this at month end to make billing a bit easier.

 

[PBCool]

[MENTION=394133]PBCool[/MENTION] so I logged the ticket and provided all the info as requests and was told CISP will take the issue up with the line provider, ie Vumatel I presume in my case?

Just got a couple of questions regarding this, last night was again one of those nights where nothing was possible to watch via streaming, everything just buffered constantly untill about just after 10pm, however local was fine.

So my main question is, if Vuma is to blame for the capacity issue surely the issue should affect local traffic as well? I'm not too clued up on how the Vuma and CISP infrastructure works but I would think my line goes to a data center where my traffic gets handed off to my ISP from where it goes via their network and routes, or am I wrong here?

Just dificult to understand how Vuma would be to blame for slow international speeds during peak hours when my traffic is running through CISP? Also if it is the case that Vuma is the cause then surely this should affect all Vuma customers in my area no matter what ISP they are using?

So what happens when there is saturation on a backhaul link there will be packet loss, which on a local service can often not be noticed because the re-transmit times are low, if you had to think of a packet trying to reach overseas vs a local packet by the time a re-transmit has happened for the international packet, the local packet has already attempted 160x the amount of re-transmits, so natively the local traffic will "win".

This then has the same effect on all concurrent traffic for all providers at that point in time as you say. The common denominator here is the Vumatel network, if it was on our side then all our customers in Cape Town would have the same experience.

 

[Orihalcon]

If it's Vumatel trenched you can just order a new package via the Vuma portal, don't cancel first as this will attract a connection fee. We advise to try do this at month end to make billing a bit easier.

It is trenched.

Thank you. Will do it at month end then. Do you prefer last day of the month or 1st day of new month?

 

[PBCool]

It is trenched.

Thank you. Will do it at month end then. Do you prefer last day of the month or 1st day of new month?

Last day of the month

 

[Orihalcon]

Last day of the month

Alrighty then.

 

[gidzekse]

So what happens when there is saturation on a backhaul link there will be packet loss, which on a local service can often not be noticed because the re-transmit times are low, if you had to think of a packet trying to reach overseas vs a local packet by the time a re-transmit has happened for the international packet, the local packet has already attempted 160x the amount of re-transmits, so natively the local traffic will "win".

This then has the same effect on all concurrent traffic for all providers at that point in time as you say. The common denominator here is the Vumatel network, if it was on our side then all our customers in Cape Town would have the same experience.

I'm seeing some users in CPT are affected and I'm in JHB and am also experiencing issues. Also this is not something many people would register as being a service issue as it isn't very obvious. In my case I only picked it up as I was moving off one connectivity medium onto another (fibre with you) and noticed that I could no longer use my services hosted internationally as well as I could before.

Few questions from my side:

- If the issue is isolated to the Vumatel network then at what point on the Vumatel network is the issue occurring? My neighbourhood has only recently gone live so it's unlikely the over-utilisation is taking place on the Vuma infra there...
- Why does latency seem to be quite stable if there is packet loss?
- How many clients are affected by this?
- Where are they located?
- Are there any public facing graphs provided by CISP or Vumatel where one can see network utilisation?

 

[PBCool]

I'm seeing some users in CPT are affected and I'm in JHB and am also experiencing issues. Also this is not something many people would register as being a service issue as it isn't very obvious. In my case I only picked it up as I was moving off one connectivity medium onto another (fibre with you) and noticed that I could no longer use my services hosted internationally as well as I could before.

Few questions from my side:

- If the issue is isolated to the Vumatel network then at what point on the Vumatel network is the issue occurring? My neighbourhood has only recently gone live so it's unlikely the over-utilisation is taking place on the Vuma infra there...
- Why does latency seem to be quite stable if there is packet loss?
- How many clients are affected by this?
- Where are they located?
- Are there any public facing graphs provided by CISP or Vumatel where one can see network utilisation?

1) Which area are you in? And is it Vumatel aerial or Trenched? We don't have any visibility into the Vumatel network, so not something we can comment on. You might not have the same issue as being experienced in Cape Town, even though the symptoms are similar.
2) Cant comment without further investigation
3) We dont know as we dont have visibility into the impact or their network design.
4) At this point Brackenfell and Durbanville have the most logged issues.
5) There isn't from Vumatel, we used to have public graphs but are changing to a new graphing platform. Our current international capacity is peaking at 60%.

 

[gidzekse]

1) Which area are you in? And is it Vumatel aerial or Trenched? We don't have any visibility into the Vumatel network, so not something we can comment on.
2) You might not have the same issue as being experienced in Cape Town, even though the symptoms are similar.
3) Cant comment without further investigation
4) We dont know as we dont have visibility into the impact or their network design.
5) At this point Brackenfell and Durbanville have the most logged issues.
6) There isn't from Vumatel, we used to have but are changing to a new graphing platform.

I'm in Kensington, Vuma Aerial. *Also I just tried to add a signature with my fibre details to make your life easier but it doesn't seem to be reflecting :/

I've logged a ticket for this so I'll give your support team a few days to investigate and determine where the issue lies.

Thanks

 

[PBCool]

I'm in Kensington, Vuma Aerial.

I've logged a ticket for this so I'll give your support team a few days to investigate and determine where the issue lies.

Thanks

Thanks, to be honest we see more issues on the aerial side than we do the trenched. They are independent networks, if you browse the recent history of this thread there has been lots of issues with capacity to the West Rand on the aerial network.

 

[Kloon]

So what happens when there is saturation on a backhaul link there will be packet loss, which on a local service can often not be noticed because the re-transmit times are low, if you had to think of a packet trying to reach overseas vs a local packet by the time a re-transmit has happened for the international packet, the local packet has already attempted 160x the amount of re-transmits, so natively the local traffic will "win".

This then has the same effect on all concurrent traffic for all providers at that point in time as you say. The common denominator here is the Vumatel network, if it was on our side then all our customers in Cape Town would have the same experience.

Thanks or the explanation, makes sense now. So with that I guess it is safe to say that any customers in my area for example would experience these issues no matter what ISP they are on?

 

[Kuroshikun]

SADV was supposed to upgrade we have tried to follow up without response, hopefully have feedback in the morning for you.

Thanks. Have you heard anything back from them yet? I've also sent a follow up mail but had no response. Would appreciate it if you can check with them again. Thanks again

 

[PBCool]

Thanks. Have you heard anything back from them yet? I've also sent a follow up mail but had no response. Would appreciate it if you can check with them again. Thanks again

Upgrade has been done.

 

[Pho3nix]

[MENTION=394133]PBCool[/MENTION] just upgraded and reset ONT and router but no dice. Could you possibly assist?
#COOL-20180713-123572

 

[vector777]

[MENTION=394133]PBCool[/MENTION] when you mention that you are X% of peak capacity for international bandwidth. What interval is this peak value measured at.

For example if I transmit 1 GB for a uS I may be above peak capacity for that uS interval. If I transmit 1GB over a 5 minute interval I will never be at that peak capacity.

My other questions is do you monitor packet loss and what are those statistics?

 

[PBCool]

[MENTION=394133]PBCool[/MENTION] just upgraded and reset ONT and router but no dice. Could you possibly assist?
#COOL-20180713-123572

Are you on aerial?

 

[PBCool]

[MENTION=394133]PBCool[/MENTION] when you mention that you are X% of peak capacity for international bandwidth. What interval is this peak value measured at.

For example if I transmit 1 GB for a uS I may be above peak capacity for that uS interval. If I transmit 1GB over a 5 minute interval I will never be at that peak capacity.

My other questions is do you monitor packet loss and what are those statistics?

The industry standard is 5 minute intervals, but this is more relative the lower the capacity. For example if you have an average use of 800Mbps on a 1Gbps , even at a 5min interval you are more than likely saturating your capacity at certain spikes. But if you have a much larger capacity the spikes are less relative.

So its relative to the service.

I don't follow your question re transfering 1GB though?

Re packet loss we monitor it at various legs of the network, so are you referring to international specifically?

 

[vector777]

Firstly, thanks so much for your quick intelligent response.

My thinking was that packet loss is a good indicator that you may be exceeding your capacity for short intervals (assuming small buffer sizes on network equipment). This may not show up in your capacity measurements if their interval duration is too long.

The example of 1GB etc was just to explain that you may exceed your capacity for any interval smaller than you are measuring it (it appears you already understood this)

Additionally exceeding capacity for your Internet bandwidth is obviously irrelevant if your capacity is exceeded between you and one of the last mile providers. How is that monitored and where does the responsibility lie in upgrading capacity between you and last mile providers?

Thanks in advance.

 

[Sinbad]

[MENTION=394133]PBCool[/MENTION] a question on behalf of my parents. They have two properties and spend their time in both. Vumatel is installing in both suburbs.

They currently use lte because they can use the one account in both locations as they go from one to the other.

Is there any way that a similar arrangement can be done with vuma? Ie one account with two locations, obviously only one active at a time...