Cool Ideas Fibre ISP - Feedback

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joeline said:
I dont do torrents or anything like that, the only thing I like to do is stream in the evening, that is when it is daytime in the States. It is frustrating when you cant even do that.
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Exactly. I don't do torrents, I don't do fringe services like RD or news servers. Its not like twitch is some giant bandwidth hog of service either, from what I've seen when it works properly it uses 1000-1200 kB/s. Hardly using my entire 100mb line or saturating networks. Yet getting it to work is like asking an ISP to fetch me a rock from Saturn's largest moon Titan. Its so frustrating.

@PBCool Like Joeline I'm also on Octotel. I've had a ticket open with CISP about this issue since the end of last month and the last reply I heard was on the 5th of this month so I have no clue whats happening. Please look into #COOL-20181126-179309 and give Octotel a swift kick up the backside.

This is so frustrating.
 
bumbledore said:
I have, but wasn't able to get anywhere.

And it's the same old tired story, "We're waiting for Frogfoot to send confirmation."
And my response is the same old tired response, "You've been saying that since last week, what has anyone actually done about it?"

So I called Frogfoot: the system is apparently confused - there was a previous order for Vox as the ISP (which was duly cancelled on the 31 November) and Frogfoot doesn't seem to know who is the correct ISP is :sigh:

My Cool Ideas services are also nary to be found in the CISP control panel. I RICAd myself in the vague hope that this would make them appear. I have been RICAd, but still no services :(

Herewith a selection of the unsupportive and unhelpful messages from "support":

Monday 10/12 "Unfortunately frogfoot has not sent us confirmation for your line we cannot send out your router until we receive confirmation from frogfoot"

Thursday 13/12 "We dont have any confirmation from frogfoot as yet i have sent a mail to our service manager to assist with providing feedback as soon as they give us feedback i will let you know"

Friday 14/12 "They have not sent us confirmation as yet, what i can do is get a technician to give you a call to test the line. could you please provide us with a time that they can give you a call." (I gave times and NOBODY contacted me - not surprised).

Tuesday 18/12 "Thank you for your email, please note that we will follow up with the fibre line provider and revert back soonest."

Tuesday 18/12 "Thank you for your email, please note that we are awaiting feedback from Frogfoot and once we have confirmation we will be able to send out your router and get you connected."

Can you blame me for being frustrated?
And the service light has been on since last week Wednesday...
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Please PM me your account details and I'll assist.
 
joeline said:
Thank you, cannot stream any of them, speedtest to jhb/london does not go over 5 mb. Local speedtest to Cape Town full 100 mb. I have been saying all along it is the fibre network, but they keep passing the blame to the ISP.
I hope @PBCool will be able to assist here. Paying more than a thousand a month to watch cat videos on Youtube if this does not get fixed.
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Which fibre network are you on?
 
image132 said:
Exactly. I don't do torrents, I don't do fringe services like RD or news servers. Its not like twitch is some giant bandwidth hog of service either, from what I've seen when it works properly it uses 1000-1200 kB/s. Hardly using my entire 100mb line or saturating networks. Yet getting it to work is like asking an ISP to fetch me a rock from Saturn's largest moon Titan. Its so frustrating.

@PBCool Like Joeline I'm also on Octotel. I've had a ticket open with CISP about this issue since the end of last month and the last reply I heard was on the 5th of this month so I have no clue whats happening. Please look into #COOL-20181126-179309 and give Octotel a swift kick up the backside.

This is so frustrating.
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Thanks for this, we have had a few reports of Octotel related service degradation at peak times lately.
 
PBCool said:
Thanks for this, we have had a few reports of Octotel related service degradation at peak times lately.
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Don't ISP's have some kind of SLA with fibre networks?

I mean come on, I thought exchange congestion would be a relic of adsl, not in the world of fibre where upgrades take minutes.
 
I have to say I am so far happy with Cool Ideas.

My line was canceled when trying to move from Web Africa to Cool Ideas. It took 10 days for openserve to reactivate my line due to system problems. Sigh...

The ladies in the call center helped a lot. The afrikaans Nikita gave superb service after she took my problem.
Note, I called daily and did not use the ticket system.

I used Rain during my down time and it worked fantastically well.
 
PBCool said:
Thanks for this, we have had a few reports of Octotel related service degradation at peak times lately.
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@PBCool - I am having the exact same issue as described by Joeline and Image132. I'm also on Octotel. Logged an issue (#COOL-20181021-162245 ) about a month ago. This has caused me a great deal of frustration.
 
wingnut771 said:
Don't ISP's have some kind of SLA with fibre networks?

I mean come on, I thought exchange congestion would be a relic of adsl, not in the world of fibre where upgrades take minutes.
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This is South Africa, we are supposed to be happy with "best effort" BS. In my book, best effort is an excuse to be slapgat like the average Post Office worker
 
DrFraqZz said:
@PBCool - I am having the exact same issue as described by Joeline and Image132. I'm also on Octotel. Logged an issue (#COOL-20181021-162245 ) about a month ago. This has caused me a great deal of frustration.
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Out of curiousity which area in Cape Town do you live in?
 
My Netflix is struggling lately. Over the weekend a show that is 4K was getting 720p max and last night the same show wouldn't go above 1080p. Will check tonight again...

Up until now it has hit 4K within the first minute or two and maintained that throughout.
 
ryanrich said:
My Netflix is struggling lately. Over the weekend a show that is 4K was getting 720p max and last night the same show wouldn't go above 1080p. Will check tonight again...

Up until now it has hit 4K within the first minute or two and maintained that throughout.
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No reason for Netflix issues we have nodes on our network, is your device cabled?
 
joeline said:
@PBCool
If this is true, and I am sure it is as people in my area with different ISP's are also complaining, what can be done about it?
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If it is last mile related then most definitely, it's a process of elimination with the layer2 provider, we provide tests and results they then need to investigate why this is the case, areas subject to etc.
 
I love what Speedtest.net app has done. They now allow you to test your single threaded speeds. You can see from these results that single threaded performance isn’t that great. I mean is this considered normal? If it is then it’s highly dissapointing.

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ArtyLoop said:
This is South Africa, we are supposed to be happy with "best effort" BS. In my book, best effort is an excuse to be slapgat like the average Post Office worker
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:ROFL:
I'm still waiting for stuff I ordered in June from China. One of them a 3000W pure sine wave inverter for R400. Keen to see this one lol, and would have come in handy a few weeks ago.
 
PBCool said:
If it is last mile related then most definitely, it's a process of elimination with the layer2 provider, we provide tests and results they then need to investigate why this is the case, areas subject to etc.
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Can these people not detect congestion on their own?
 
wingnut771 said:
Can these people not detect congestion on their own?
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Often it's a bit more complicated, especially with PON networks. A lot of the time it's just mismanaged, all of these networks are driven for numbers and deployment, not as much maintenance and management. Quite normal with new deployments.
 
PBCool said:
Often it's a bit more complicated, especially with PON networks. A lot of the time it's just mismanaged, all of these networks are driven for numbers and deployment, not as much maintenance and management. Quite normal with new deployments.
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So in other words, CORPORATE GREED, nothing new. As I suspected. Thanks PBCool.
 
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