Cool Ideas Fibre ISP - Feedback

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hi there - what's a good way to test for jitter? My ping in games is fluctuating from moment to moment and I'd like to test some stuff. I've done some basic ping tests and can see some variability in the results but I'm looking for whatever standard test people use so I have some benchmarks to compare against.

Ping statistics for 154.0.13.95 (cisp.co.za):
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 150ms, Average = 115ms
 
Ok so I'm really fed up and at the same time disappointed in the level of service received from CISP.

CISP charges a premium for a premium service yet I'm not experiencing this. Firstly I've been struggling with a degraded service for the past 2 months and I know the problem lies with my fiber provider and not CISP but it has been close to impossible to get any information out of them with regards to what they are doing to try and fix it.

Secondly it is now the 5th day I've been without internet. It has been logged, there is a ticket open and everyone promises to take it up with Netstream and to inform me of what is going on. But not once have someone called me to update me with what is going on. I've been calling everyday this week and each time when I speak with someone they repeat the same line of we'll take it up with Netstream or they say the person who opened the ticket will be asked to call me which does not happen. It's like no one is willing to take responsibility for resolving my problem.
It is the Friday before Christmas and it seems my family will be without internet, not even to mention that all my entertainment is linked to the internet and streaming I don't have dstv so it's going to be a fun Christmas.

@PBCool please tell me why I should be happy with paying for a premium service if I get a substandard product/service? This is not the first time that this has happened.
 
Strange one I have this morning -
Vuma trenched CISP 20/2 line.
So general browsing seems very eratic at the moment, my son also complaining, so I run speed tests to see if anything is noticable. From the images below you will see that I'm on Cell C as my ISP. How can this be? We have no Cell C items at home? Note also the upload speeds, way above the 2Mb/s of my line. Ping on the MyBB speed test also not right.

Any explanation on this from the wise?

speed1.JPGspeed2.JPG
 
Ok I must commend @PBCool it does look like he is taking my issue very seriously as I even got a reply at 10PM last night. I just hope I can work with him to figure out why this is all happening
 
LOTR said:
Strange one I have this morning -
Vuma trenched CISP 20/2 line.
So general browsing seems very eratic at the moment, my son also complaining, so I run speed tests to see if anything is noticable. From the images below you will see that I'm on Cell C as my ISP. How can this be? We have no Cell C items at home? Note also the upload speeds, way above the 2Mb/s of my line. Ping on the MyBB speed test also not right.

Any explanation on this from the wise?

View attachment 595294View attachment 595296
Click to expand...
Your fibre provider mixed your line/port up with that of another customer. So you linked into CellC instead of CISP.
You should open up a ticket with CISP to get it sorted.
 
LOTR said:
Strange one I have this morning -
Vuma trenched CISP 20/2 line.
So general browsing seems very eratic at the moment, my son also complaining, so I run speed tests to see if anything is noticable. From the images below you will see that I'm on Cell C as my ISP. How can this be? We have no Cell C items at home? Note also the upload speeds, way above the 2Mb/s of my line. Ping on the MyBB speed test also not right.

Any explanation on this from the wise?

View attachment 595294View attachment 595296
Click to expand...
Yeah this is called a cross patch, so they have patched you into someone else's port. Log it with us.
 
Tinuva said:
Your fibre provider mixed your line/port up with that of another customer. So you linked into CellC instead of CISP.
You should open up a ticket with CISP to get it sorted.
Click to expand...
PBCool said:
Yeah this is called a cross patch, so they have patched you into someone else's port. Log it with us.
Click to expand...

Thanks folks
@PBCool - Ticket logged -
#COOL-20181221-192007

Edit:- Remind me not to go with Cell C if I am ever forced to change providers - very poor connection and multiple timeouts.
 
@PBCool

The streaming has improved a hundred percent, but now there seems to be a problem with upload speed. Is there something not working?speedtest london.jpgspeedtest london.jpgupload.jpg
 
TranQ said:
Ok so I'm really fed up and at the same time disappointed in the level of service received from CISP.

CISP charges a premium for a premium service yet I'm not experiencing this. Firstly I've been struggling with a degraded service for the past 2 months and I know the problem lies with my fiber provider and not CISP but it has been close to impossible to get any information out of them with regards to what they are doing to try and fix it.

Secondly it is now the 5th day I've been without internet. It has been logged, there is a ticket open and everyone promises to take it up with Netstream and to inform me of what is going on. But not once have someone called me to update me with what is going on. I've been calling everyday this week and each time when I speak with someone they repeat the same line of we'll take it up with Netstream or they say the person who opened the ticket will be asked to call me which does not happen. It's like no one is willing to take responsibility for resolving my problem.
It is the Friday before Christmas and it seems my family will be without internet, not even to mention that all my entertainment is linked to the internet and streaming I don't have dstv so it's going to be a fun Christmas.

@PBCool please tell me why I should be happy with paying for a premium service if I get a substandard product/service? This is not the first time that this has happened.
Click to expand...
Happy to assist do you have a ticket number or account name for me?
 
PBCool said:
If it's not on announcements we aren't aware of it, do you have an android to test with by chance?
Click to expand...
Do you mean an android phone or tablet? Yes I do, should I do the speed test on there? These were done on windows 10.
 
PBCool said:
Happy to assist do you have a ticket number or account name for me?
Click to expand...

TranQ said:
@PBCool Can you please assist with my ticket, COOL-20181218-191088.
I've been without internet since Monday afternoon. I was told that it was going to be fixed yesterday yet I'm still without internet.
Click to expand...

Please see above.
I contacted support again this morning and once again waiting for feedback from Netstream. Please try and escelate this with seniors at Netstream as there is a lot of back and forth going on and my connection is not getting restored. I honestly do not want to be without internet over the weekend and Christmas. Thanks
 
joeline said:
@PBCool

The streaming has improved a hundred percent, but now there seems to be a problem with upload speed. Is there something not working?
Click to expand...

Do you think Octotel did an ugrade so we can finally stream in the evening?

Your upload might be related to you specifically. My upload seems good still:

7897532934.png
 
joeline said:
Do you mean an android phone or tablet? Yes I do, should I do the speed test on there? These were done on windows 10.
Click to expand...
Yeap, the window scaling works better on an android device with outbound connections than Windows does.
 
TranQ said:
Please see above.
I contacted support again this morning and once again waiting for feedback from Netstream. Please try and escelate this with seniors at Netstream as there is a lot of back and forth going on and my connection is not getting restored. I honestly do not want to be without internet over the weekend and Christmas. Thanks
Click to expand...
Thanks
 
Looney said:
b6f72a64ba7708dc07aaf2457663fa5e.jpg
Click to expand...
I see the web version now also supports switching between single and multi thread. Leave it on single thread if you want to be disappointed. But that is a truer reflection of how SA fibre performs.... can't beat the logistic challenges geography poses...

 
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