Cool Ideas Fibre ISP - Feedback

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PBCool said:
MFN apparently implemented a change of address function after the fact we cancelled and re-applied, this is something they implemented without any notice. I am escalating as much as I can to get it sorted out for you.
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I don't know what to say. I spent 1 hour on the phone with cool ideas and your supervisor doesn't even have the common decency to call me back.
Really am disappointed I have work to do and calls to make and can't do either
 
Fjorko said:
So I called Cool Ideas now - apparently for us impatient customers that loves to reply to our own tickets , as soon as you write a reply to your ticket, it goes to the top of the list as one of the "newest" tickets. They apparently only deal with them oldest to newest, and so my ticket keeps getting bumped to the top and not dealt with.

I asked the representative how we are supposed to know this as customers.

They must mention this somewhere on their ticket logging system so we know.

Hopefully someone learn from this.

Cheers
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I thought this is how it works with all ticket systems?

You should be able to create a ticket, and wait for them to get back to you.
In my opinion, if you need a quicker answer, that is then when you phone (or live chat for those companies that have) and ask to look early at your ticket, no?
 
Tinuva said:
I thought this is how it works with all ticket systems?

You should be able to create a ticket, and wait for them to get back to you.
In my opinion, if you need a quicker answer, that is then when you phone (or live chat for those companies that have) and ask to look early at your ticket, no?
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Not really - If I log a ticket today - i get a date and ref no assigned to it. Surely the date on it should pin it at that date - meaning if i logged it 3 days ago its still 3 days old - no matter how many times i update the ticket.. No ?
 
Fjorko said:
Not really - If I log a ticket today - i get a date and ref no assigned to it. Surely the date on it should pin it at that date - meaning if i logged it 3 days ago its still 3 days old - no matter how many times i update the ticket.. No ?
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I have worked in support for other organisations, not CISP, but all the ones I worked at, the date and time reset to that of the least incoming message.

Not sure if it is intentional or not, but thats just the concept I got used to. What I do know is, that how that ticket is routed to a support agent, differs from system to system.
 
This is what streaming has looked like since joining CI.
Constant buffering and a support ticket going on since the 12th of last month, no change, no improvement.

networx_2018-10-01_20-32-19.png
 
@PBCool I keep getting connection reset by peer

"Oct 1 15:33:08 miniupnpd[1724]: upnp_event_recv: recv(): Connection reset by peer"
 
@PBCool For comparison following the PM, this is what the same stream looks like at 1am which has smooth playback.

networx_2018-10-02_01-04-56.png
 
Is it normal to get less than 10Mb on speedtests to anywhere outside SA on CI 20/2Mb?

Thought CI was the best network according to everyone, well, think people have been recommending them cause they don't know any better.

I came from a ISP that had some billing issuers, but their network seems far superior. Slowest international speedtest I ever got was 17Mb, on CI the fastest I get is 10Mb. US Netflix takes ages to load, then it starts off very crappy, after 5 minutes it's ok. 1080P Youtube buffers like hell. Again, not what I experienced with the previous ISP, everything just feels like I am back on ADSL with CI. Guess I will move along to the next ISP at the end of the month.

I would have liked to get 19/2 on this New York speedtest server as that's what I always got with the previous ISP...

7683474852.png


This one I always got 17/1.7, but not on CI

7683501477.png
 
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irBosOtter said:
Is it normal to get less than 10Mb on speedtests to anywhere outside SA on CI 20/2Mb?

Thought CI was the best network according to everyone, well, think people have been recommending them cause they don't know any better.

I came from a ISP that had some billing issuers, but their network seems far superior. Slowest international speedtest I ever got was 17Mb, on CI the fastest I get is 10Mb. US Netflix takes ages to load, then it starts off very crappy, after 5 minutes it's ok. 1080P Youtube buffers like hell. Again, not what I experienced with the previous ISP, everything just feels like I am back on ADSL with CI. Guess I will move along to the next ISP at the end of the month.

I would have liked to get 19/2 on this New York speedtest server as that's what I always got with the previous ISP...

7683474852.png


This one I always got 17/1.7, but not on CI

7683501477.png
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Couple of questions here, which fibre network? Which part of the country? Which router are you using and is this using a cabled device?
 
My speedtests to the US and Europe aren't too great either, I think international on Frogfoot is an issue. I'm on Frogfoot in Cape Town, 100Mb line, cabled, good gigabit router and cabling. Local is perfect.

CapeTown.jpgLondon.jpgNewYork.jpgWashington.jpg
 
PBCool said:
Couple of questions here, which fibre network? Which part of the country? Which router are you using and is this using a cabled device?
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Cabled device, does not matter if it's wifi or cable. Local is fine, there I get full speed, but I don't need local 20Mb I need international 20Mb. Vumatel, Durbanville, router is a Fortigate 60E

As soon as I changed ISP's yesterday the slowness started. It really feels like I am back on ADSL to be honest.

Are your speedstests over a 1Gb link? if so you have major bandwidth issues lol

Edit: Just have to add, was nice to get connected within 30 minutes last night.
I logged into the Vumatel portal, added the package, and then got a popup to phone or email to get the service going.
The first call was not great, was told that I need to go to the CISP website and place the order there, so I put the phone down lol. Then I thought to myself, how can a ISP tell you to get onto the internet in order to order internet... So I phoned back, told them I have zero access (which was true) to internet that's why I am applying for internet with them. Then some magic happened and it was working, so not a bad support team at all.
 
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