Cool Ideas Fibre ISP - Feedback

[zolly]

Which fibre network? PM me your account name.

Hey. You got PM.

 

[Pho3nix]

Any feedback on the JHB congestion. Starting to notice it as well in the evenings

 

[vector777]

Could you disclose how much total capacity you have between you, your upstream providers and last mile providers.

e.g. HE (ASNXXX) 20GB
SEACOM (ASNXXXX) 10GB

VUMATEL 100GB
MITSOL 1GB

Thanks!

 

[Tinuva]

Could you disclose how much total capacity you have between you, your upstream providers and last mile providers.

e.g. HE (ASNXXX) 20GB
SEACOM (ASNXXXX) 10GB

VUMATEL 100GB
MITSOL 1GB

Thanks!

Woah!

Asking quite a bit there!

 

[vector777]

Obviously some of that information is already here https://www.peeringdb.com/net/7976

I am more interested in the capacity between you and downstream providers.

 

[zolly]

Obviously some of that information is already here https://www.peeringdb.com/net/7976

I am more interested in the capacity between you and downstream providers.

Lol. I doubt any ISP is going to hand over that information.

 

[zolly]

So want to thank [MENTION=394133]PBCool[/MENTION] for hooking us up with our details late last night. With the testing I've done between last night and this morning, I am extremely happy with our speeds overall. I would however like to offer some feedback regarding the process once we had our fibre live in our complex.

1) Once the fibre was live and we had decided to go with CI as our ISP, it wasn't clear how we were going to get the actual connection into our flat. We were confused as to whether CI or Octotel were going to handle this process (turns out CI communicate with Octotel). Perhaps this is something that could be added to your FAQ? Maybe create a small infographic explaining the process and put it on your site?

2) An online/automated system informing the customer how the process is going would be amazing! Having to call to get an immediate response on a fixed process seems very out of place in today's digital world.

3) In addition to the above, it makes a LOT of sense to email the customer their account details once you know the router is being delivered by the courier, or once you have their banking information. Not going to lie, it was mildly frustrating for my brother and I when we got the router and were like "Well, it's after 5 PM, guess we have to wait till tomorrow to play with our awesome new connection" (thankfully you solved this for us here, but it's a sticking point worth noting).

Overall I am mainly concerned with the quality of the connection, but these are customer experience issues that could mean a lot to other people.

 

[PBCool]

So want to thank [MENTION=394133]PBCool[/MENTION] for hooking us up with our details late last night. With the testing I've done between last night and this morning, I am extremely happy with our speeds overall. I would however like to offer some feedback regarding the process once we had our fibre live in our complex.

1) Once the fibre was live and we had decided to go with CI as our ISP, it wasn't clear how we were going to get the actual connection into our flat. We were confused as to whether CI or Octotel were going to handle this process (turns out CI communicate with Octotel). Perhaps this is something that could be added to your FAQ? Maybe create a small infographic explaining the process and put it on your site?

2) An online/automated system informing the customer how the process is going would be amazing! Having to call to get an immediate response on a fixed process seems very out of place in today's digital world.

3) In addition to the above, it makes a LOT of sense to email the customer their account details once you know the router is being delivered by the courier, or once you have their banking information. Not going to lie, it was mildly frustrating for my brother and I when we got the router and were like "Well, it's after 5 PM, guess we have to wait till tomorrow to play with our awesome new connection" (thankfully you solved this for us here, but it's a sticking point worth noting).

Overall I am mainly concerned with the quality of the connection, but these are customer experience issues that could mean a lot to other people.

Yeah I new application process resolves most of the above, the update side of things wont really help as we don't get updates from Octotel, we have asked for this many times and for better systems but to no avail.

Also issuing account details depends on the user, because doing so starts the billing process so some customers want it immediately others do not.

 

[zolly]

Yeah I new application process resolves most of the above, the update side of things wont really help as we don't get updates from Octotel, we have asked for this many times and for better systems but to no avail.

Ugh ya, we had issues with Octotel as well (poor communication around meetings) when we were trying to get them to come install the fibre in our complex. Such a shame as it seems like clear communication channels are one of those things that can make such a big difference.

Also issuing account details depends on the user, because doing so starts the billing process so some customers want it immediately others do not.

Ah okay. I can personally say for us paying for a day where we only start using the internet that night is not an issue, but I can see how some people might get upset about it.

Regardless, again, thanks for sorting us out last night.

 

[mercurial]

Massive thread, so sorry if this was most likely already asked but what is the process to upgrade packages? There doesn't seem to be a feature in the client zone to facilitate this. Must we log a ticket?

 

[calvin-]

Taking a while for an installation

Ok, so an order for a new installation with you guys seems to have hit a snag - any ideas as to why COOL-20180612-111533 is taking so long?

 

[PBCool]

Massive thread, so sorry if this was most likely already asked but what is the process to upgrade packages? There doesn't seem to be a feature in the client zone to facilitate this. Must we log a ticket?

Depends on the fibre provider?

 

[PBCool]

Ugh ya, we had issues with Octotel as well (poor communication around meetings) when we were trying to get them to come install the fibre in our complex. Such a shame as it seems like clear communication channels are one of those things that can make such a big difference.



Ah okay. I can personally say for us paying for a day where we only start using the internet that night is not an issue, but I can see how some people might get upset about it.

Regardless, again, thanks for sorting us out last night.

No problem, thanks for the feedback either way.

 

[PBCool]

Ok, so an order for a new installation with you guys seems to have hit a snag - any ideas as to why COOL-20180612-111533 is taking so long?

There is a response to your ticket stating your existing ISP hasn't been cancelled as yet?

 

[mercurial]

Depends on the fibre provider?

Octotel.

 

[PBCool]

Octotel.

You will need to mail connect@cisp.co.za and request it, is a manual thing with Octotel unfortunately.

 

[mercurial]

You will need to mail connect@cisp.co.za and request it, is a manual thing with Octotel unfortunately.

Thank you

 

[blunt]

[MENTION=394133]PBCool[/MENTION] any plans on enhancing the coolzone to show a little more friendly stats of b/w usage and perhaps account PPPoE usernames?

 

[PBCool]

[MENTION=394133]PBCool[/MENTION] any plans on enhancing the coolzone to show a little more friendly stats of b/w usage and perhaps account PPPoE usernames?

We are busy with all kinds of changes, bw stats not one of them because their basically insignificant. And usernames etc are not an easy decision from a security perspective. Also most of our customers are on layer3 and not pppoe, but is one of the things we will optimise.

 

[tinyskapie]

[MENTION=394133]PBCool[/MENTION]

Hi

I want to know if you can help please, cancelled my fibre line with Vumatel backbone Afrihost ISP end of the month. I want to move over to cool ideas, but for 18 days been struggling back and forward with emails.

can you please explain the process, do i need to use a cool ideas router? if not, can i just reset my router and then log in to a website with my username/password?

currently my line is still showing that im connected with afrihost when i do a tracert to google, or when i speedtest it shows afrihost is my supplier even though they terminated my account and confirmed this on email.

Please note, i have not moved house nothing else has changed. i only need the back end to be configured to join your awesome network.