Cool Ideas Fibre ISP - Feedback

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gidzekse said:
Yes I mainly notice it in the evenings, 6pm to 9pm. Download speeds around that time do indicate that there isn't enough throughput to stream the media as downloading the file takes longer than the playtime of the content. Threaded downloads are much better, I get around 14MBps at that time...
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That usually indicates congestion somewhere, the multithread then gives you additional priority on the network. And as usual I need to confirm your device is cabled in? As wireless congestion also happens at peak times as you mention.
 
PBCool said:
That usually indicates congestion somewhere, the multithread then gives you additional priority on the network. And as usual I need to confirm your device is cabled in? As wireless congestion also happens at peak times as you mention.
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Yes the device is connected via cable. The device itself is an nvidia shield.
 
gidzekse said:
Yes the device is connected via cable. The device itself is an nvidia shield.
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Then log with support stating you get poor international performance after hours, ask them for the iperf testing details which you can run in the evening so we can take it up with the aerial side of things.
 
VegOtter said:
Oh snap. My account is meant to be ending at the end of July because I could not play games online at all at peak times because of this. Now I would need to test and see if it is still the same.
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Run it this evening and see if it is resolved then just cancel the cancellation :), we hopefully wont have anymore issues on the OS side of things.
 
PBCool said:
Run it this evening and see if it is resolved then just cancel the cancellation :), we hopefully wont have anymore issues on the OS side of things.
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without a doubt. only reason I cancelled was because online gaming was impossible. I've had to use webafrica test account during gaming. So will definitely stay on if the problem is resolved.
 
VegOtter said:
without a doubt. only reason I cancelled was because online gaming was impossible. I've had to use webafrica test account during gaming. So will definitely stay on if the problem is resolved.
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Awesome.
 
Been struggling all morning with stuff not loading and now there's no connection at all. Please help
 
PBCool said:
That usually indicates congestion somewhere, the multithread then gives you additional priority on the network. And as usual I need to confirm your device is cabled in? As wireless congestion also happens at peak times as you mention.
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Paul (PBCool), I am really amazed that you guys still dont have control over the congestion etc... all I see is more and more people complaining about slow international speeds after 5pm to 11pm and you are always suggesting that there is a congestion somewhere and us the clients have to run some tests etc... it should be your responsibility to monitor your network, monitor which are congested sites which are not and manage your bandwidth accordingly but not expecting clients to run around doing tests etc.

For example, I am currently in Europe and reading this forum , had a internet speed issues here, contacted the ISP and they went through everything and ensured that they provided me maximum (100%) bandwidth and speeds according to the package I have chosen. They didnt ask any questions for me to run speedstests or anything else but they had the tools to sort the issues without me getting involved in few hours, no excuses whatsoever they just sorted the issue out.

Its also a similar fibre setup where the ISP is one company and the fibre lines are done by another, but the ISP has control over the complete network.

I dont see why you guys cannot support the same way and ensure that enough bandwidth is available for all your clients at all times. At the end of the day we are expected to pay full monthly amount and you have to ensure that full service is provided at all time, not find excuses that there is a congestion or other reasons as that doesnt make sense to us the customers, and what do you expect the customers to do about when you say it could be a congestion issue?

Cheers
Stojan
 
[MENTION=109141]macedon[/MENTION] - I am with CISP and have zero international issues.
 
macedon said:
Paul (PBCool), I am really amazed that you guys still dont have control over the congestion etc... all I see is more and more people complaining about slow international speeds after 5pm to 11pm and you are always suggesting that there is a congestion somewhere and us the clients have to run some tests etc... it should be your responsibility to monitor your network, monitor which are congested sites which are not and manage your bandwidth accordingly but not expecting clients to run around doing tests etc.

For example, I am currently in Europe and reading this forum , had a internet speed issues here, contacted the ISP and they went through everything and ensured that they provided me maximum (100%) bandwidth and speeds according to the package I have chosen. They didnt ask any questions for me to run speedstests or anything else but they had the tools to sort the issues without me getting involved in few hours, no excuses whatsoever they just sorted the issue out.

Its also a similar fibre setup where the ISP is one company and the fibre lines are done by another, but the ISP has control over the complete network.

I dont see why you guys cannot support the same way and ensure that enough bandwidth is available for all your clients at all times. At the end of the day we are expected to pay full monthly amount and you have to ensure that full service is provided at all time, not find excuses that there is a congestion or other reasons as that doesnt make sense to us the customers, and what do you expect the customers to do about when you say it could be a congestion issue?

Cheers
Stojan
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I don't think you understand the scenario, the layer2 is managed by the provider we have no way of getting metrics from them, we have asked this numerous times from all 20+ networks, you need to realise even if they are aware of congestion they will probably not share it, because if they are aware of it they are probably in the process of addressing it and dont want to risk admitting fault in light of having to refund ISPs.

If we were shaping or manipulating traffic in any way then it's easy for us to "sort out the issue" by changing policies, we dont do this in any way so the only factor of congestion left (unless it's a failure which we post on our network) is via the fibre provider. And because of the complexity of these networks we need test results for specific customers so we can take this evidence to the line provider and get it resolved.

Recently the issues with the West Rand and in Brackenfell in Cape Town were due to capacity issues on the providers network, this is not something we can just fix.

The whole point of this forum is to be transparent with our customers which is what I am doing? It's not making excuses.

You also need to remember these are new and evolving networks, it will take some time to settle, as there are "less" issues with the older portions of the networks.
 
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PBCool said:
It looks like their website has an https redirect/rewrite and they dont have a service listening on 443, I don't think it's DNS related.
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whats weird is that im only getting it on my home network.
My work connection works, my phone also
 
Arno4Jackie said:
whats weird is that im only getting it on my home network.
My work connection works, my phone also
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Not sure why they would be redirecting only our IP range but not something on our side by the looks of it:

4 1 ms <1 ms <1 ms 154.0.2.113
5 1 ms <1 ms <1 ms 154.0.2.30
6 2 ms 2 ms 2 ms cloudflare.jinx.net.za [196.223.14.109]
7 1 ms 1 ms 1 ms 104.18.42.148

Could be specific to a cloudflare node or something.
 
PBCool said:
Not sure why they would be redirecting only our IP range but not something on our side by the looks of it:

4 1 ms <1 ms <1 ms 154.0.2.113
5 1 ms <1 ms <1 ms 154.0.2.30
6 2 ms 2 ms 2 ms cloudflare.jinx.net.za [196.223.14.109]
7 1 ms 1 ms 1 ms 104.18.42.148

Could be specific to a cloudflare node or something.
Click to expand...

I'll take it up with them
 
PBCool said:
I don't think you understand the scenario, the layer2 is managed by the provider we have no way of getting metrics from them, we have asked this numerous times from all 20+ networks, you need to realise even if they are aware of congestion they will probably not share it, because if they are aware of it they are probably in the process of addressing it and dont want to risk admitting fault in light of having to refund ISPs.

If we were shaping or manipulating traffic in any way then it's easy for us to "sort out the issue" by changing policies, we dont do this in any way so the only factor of congestion left (unless it's a failure which we post on our network) is via the fibre provider. And because of the complexity of these networks we need test results for specific customers so we can take this evidence to the line provider and get it resolved.

Recently the issues with the West Rand and in Brackenfell in Cape Town were due to capacity issues on the providers network, this is not something we can just fix.

The whole point of this forum is to be transparent with our customers which is what I am doing? It's not making excuses.

You also need to remember these are new and evolving networks, it will take some time to settle, as there are "less" issues with the older portions of the networks.
Click to expand...
Great post.

But another thing the European ISPs have an advantage, is that the customer routers are managed by the ISP, which means the ISP has the ability to remotely log in to the router, and conduct tests themselves. In SA the ISPs have nothing like that, so the onus is then on the customer to do the tests. In SA, customers like managing their routers themselves mostly, so its a barrier ISPs will have to overcome, to be able to do the tests on behalf of the customer.

[MENTION=109141]macedon[/MENTION]
 
Why does it take so long to get connected? Nano Fibre installed my termination point and ONT on Wednesday but it still shows no Broadband and no Service. CISP advises 2-4 business days before any connectivity. Everybody else seems to be hooked up the same day they install the ONT.

Just hoping to cancel my ADSL before the end of July still...
 
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