Cool Ideas Fibre ISP - Feedback

Status
Not open for further replies.
SAguy said:
I called your team yesterday, the person handling my issue went on leave and there's no process to hand over open issues to someone else - which is why nothing was done for two weeks. Had to explain everything from scratch to another person.

Also doesn't make sense that new emails push a ticket to the back, means that the more frustrated your customer gets the less likely they are to get a response.

It also seems like you only have one contact at Openserve, and since they aren't getting back to you guys there's nothing you can do either.

Not your fault the process with the fibre providers is what it is, but it leaves customers with nothing to do but just wait.

I don't know hey... disappointed.
Click to expand...
The application goes to Openserve, we unfortunately then rely on the customer for feedback as we don't get feedback on installs from any FNO, also being a large organisation getting feedback takes a bit of time. It doesn't make sense that if one of our team is on leave someone else wouldn't be able to help. Please PM any details you have and I will follow up for you.
 
Couldn't resist..talk about getting what u pay for..not like my previous isp where I paid for 100 meg..but got 70 to 80 of that:)
 
PBCool said:
The application goes to Openserve, we unfortunately then rely on the customer for feedback as we don't get feedback on installs from any FNO, also being a large organisation getting feedback takes a bit of time. It doesn't make sense that if one of our team is on leave someone else wouldn't be able to help. Please PM any details you have and I will follow up for you.
Click to expand...

You right, it doesn't make sense that when one of your team is on leave no one else follows up on their issues - but that's what happened to my issue sadly.

I pm'd you before and you said that you get no feedback from Openserve - so I guess I'll just have to wait.

Got an email from your team earlier saying they haven't been able to get hold of anyone at Openserve since yesterday. It's a terrible process between ISP and fibre provider if the ISPs can't make any contact with the fibre provider over a period of nearly 3 weeks.

I'll give it until until the end of the week and then rather cancel my application with you guys and use a different ISP.
 
Sounds like you have fibre provider issues, cant hold the ISP responsible for that
 

Hope this helps... I've also used the test on https://cloudharmony.com/speedtest-for-aws

Code: 
  HOST:                             Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 192.168.0.1                0.0%    60    2.1   1.9   1.0   3.1   0.3
  2.|-- 155.93.152.1               0.0%    60    2.3   2.9   1.5  22.9   2.9
  3.|-- 154.0.3.97                 0.0%    60   10.6   9.7   3.0  83.0  14.1
  4.|-- 154.0.5.2                  0.0%    60    2.2   2.4   1.6   8.7   0.9
  5.|-- 154.0.5.151                0.0%    60    2.5   2.9   1.6  16.2   1.8
  6.|-- 154.0.5.152                0.0%    60    2.7  68.9   2.4 165.0  79.0
  7.|-- 216.66.80.169              0.0%    60  162.6 162.3 159.4 168.7   1.5
  8.|-- 216.66.80.169              0.0%    60  161.0 163.6 160.8 180.9   3.7
  9.|-- 184.105.64.237             0.0%    60  229.4 203.0 160.0 232.8  32.3
 10.|-- 198.32.118.208             0.0%    60  228.5 229.2 226.7 233.1   1.3
 11.|-- 198.32.118.208             0.0%    60  231.2 231.5 225.5 242.0   4.2
 12.|-- 52.93.4.34                 0.0%    60  239.2 232.5 227.3 269.7   7.0
 13.|-- 52.93.4.56                50.8%    60  227.2 228.8 225.9 233.2   1.8
 14.|-- 54.239.41.220             54.2%    60  235.4 236.9 232.3 252.3   5.0
 15.|-- 54.240.229.149            57.6%    60  232.4 234.9 232.4 240.3   1.7
 16.|-- 54.239.108.44             55.9%    60  242.7 237.2 228.1 259.3   6.9
 17.|-- 54.239.109.36              0.0%    60  226.9 246.2 218.4 1268. 135.7
 18.|-- 54.239.110.173             0.0%    60  256.8 254.8 219.4 1270. 135.5
 19.|-- 54.239.110.145             0.0%    60  251.2 243.5 233.0 264.9   9.9
 20.|-- 52.93.24.130              11.9%    59  267.0 240.0 232.4 276.9  10.2
 21.|-- 52.93.24.130               5.1%    59  273.3 238.7 232.4 273.3   9.7
 22.|-- 52.93.24.133              50.0%    59  233.5 234.8 232.3 248.7   2.9
 23.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
 24.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
 25.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
 26.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
 27.|-- 52.206.147.199            51.7%    59  233.9 235.8 233.9 240.3   1.7
 
SAguy said:
You right, it doesn't make sense that when one of your team is on leave no one else follows up on their issues - but that's what happened to my issue sadly.

I pm'd you before and you said that you get no feedback from Openserve - so I guess I'll just have to wait.

Got an email from your team earlier saying they haven't been able to get hold of anyone at Openserve since yesterday. It's a terrible process between ISP and fibre provider if the ISPs can't make any contact with the fibre provider over a period of nearly 3 weeks.

I'll give it until until the end of the week and then rather cancel my application with you guys and use a different ISP.
Click to expand...
I can stand by this and say it literally has nothing to do with CISP, i have dealt with the back end of Afrihost when they launched the fibre and it was hell. Telkom/Openserve is useless in every manner, from us managing the systems to apply for the client or see what is happening with a order its a mess. I can right now show you the Excel Sheet that telkom updates daily for orders on their network and its a nightmare to work through it. They put false feedback to the ISP, saying issue fixed meanwhile they havent even gone to the clients house etc, contact details are a mess and a half etc... Just a simple fibre line speed upgrade always had issue back in the day, then every now and then they make changes and your API goes for a ball. You cant win with them, best is get the product installed directly from your Fibre Provider choice then go to the ISP of your liking.
 
Cyphera said:
Sounds like you have fibre provider issues, cant hold the ISP responsible for that
Click to expand...

Correct for the most part, but I can hold my ISP responsible for not responding to queries for weeks and then just getting a "oops" from them because they forget to do handovers when people go on leave.
 
Hi. Anyone else experiencing hectic buffering when streaming? December was great now I see the issue is back. Vuma aerial. Randburg
 
Damir said:
Hope this helps... I've also used the test on https://cloudharmony.com/speedtest-for-aws

Code: 
  HOST:                             Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 192.168.0.1                0.0%    60    2.1   1.9   1.0   3.1   0.3
  2.|-- 155.93.152.1               0.0%    60    2.3   2.9   1.5  22.9   2.9
  3.|-- 154.0.3.97                 0.0%    60   10.6   9.7   3.0  83.0  14.1
  4.|-- 154.0.5.2                  0.0%    60    2.2   2.4   1.6   8.7   0.9
  5.|-- 154.0.5.151                0.0%    60    2.5   2.9   1.6  16.2   1.8
  6.|-- 154.0.5.152                0.0%    60    2.7  68.9   2.4 165.0  79.0
  7.|-- 216.66.80.169              0.0%    60  162.6 162.3 159.4 168.7   1.5
  8.|-- 216.66.80.169              0.0%    60  161.0 163.6 160.8 180.9   3.7
  9.|-- 184.105.64.237             0.0%    60  229.4 203.0 160.0 232.8  32.3
10.|-- 198.32.118.208             0.0%    60  228.5 229.2 226.7 233.1   1.3
11.|-- 198.32.118.208             0.0%    60  231.2 231.5 225.5 242.0   4.2
12.|-- 52.93.4.34                 0.0%    60  239.2 232.5 227.3 269.7   7.0
13.|-- 52.93.4.56                50.8%    60  227.2 228.8 225.9 233.2   1.8
14.|-- 54.239.41.220             54.2%    60  235.4 236.9 232.3 252.3   5.0
15.|-- 54.240.229.149            57.6%    60  232.4 234.9 232.4 240.3   1.7
16.|-- 54.239.108.44             55.9%    60  242.7 237.2 228.1 259.3   6.9
17.|-- 54.239.109.36              0.0%    60  226.9 246.2 218.4 1268. 135.7
18.|-- 54.239.110.173             0.0%    60  256.8 254.8 219.4 1270. 135.5
19.|-- 54.239.110.145             0.0%    60  251.2 243.5 233.0 264.9   9.9
20.|-- 52.93.24.130              11.9%    59  267.0 240.0 232.4 276.9  10.2
21.|-- 52.93.24.130               5.1%    59  273.3 238.7 232.4 273.3   9.7
22.|-- 52.93.24.133              50.0%    59  233.5 234.8 232.3 248.7   2.9
23.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
24.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
25.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
26.|-- ???                       100.0    59    0.0   0.0   0.0   0.0   0.0
27.|-- 52.206.147.199            51.7%    59  233.9 235.8 233.9 240.3   1.7
Click to expand...
That traceroute looks correct. Looks like you tracing to us-east-1 or us-east-2 on the east coast.

What region is the ip you tracing to suppose to be in?

Also on https://cloudharmony.com/speedtest-for-aws - the 1st column wont have good speeds, download size is too small, and second column, even 10MBit/sec test is too small to get good speeds. Although I was able to get up to 50Mbit/sec on the closer regions like eu-north-1, sa-east-1, eu-west-2 ect. The rest is well below 10Mbit/sec on my 100Mbps line.
 
Cyphera said:
Sounds like you have fibre provider issues, cant hold the ISP responsible for that
Click to expand...

Disagree, if you're paying CISP, they own that process - If the line provider isn't responding, they need to escalate or have a tighter SLA with them.
 
Tinuva said:
That traceroute looks correct. Looks like you tracing to us-east-1 or us-east-2 on the east coast.

What region is the ip you tracing to suppose to be in?

Also on https://cloudharmony.com/speedtest-for-aws - the 1st column wont have good speeds, download size is too small, and second column, even 10MBit/sec test is too small to get good speeds. Although I was able to get up to 50Mbit/sec on the closer regions like eu-north-1, sa-east-1, eu-west-2 ect. The rest is well below 10Mbit/sec on my 100Mbps line.
Click to expand...

The same test gives more than 50 Mbps for the Cloudfront, compared to EC2/S3. I'm trying to stream video content hosted on AWS and its miserable, can't even get 360p without stuttering.
 
Damir said:
The same test gives more than 50 Mbps for the Cloudfront, compared to EC2/S3. I'm trying to stream video content hosted on AWS and its miserable, can't even get 360p without stuttering.
Click to expand...
Cloudfront is faster because there is a pop on jhb. Lower latency always helps with speed on small files.

What streaming is it that is slow for you that uses AWS?
 
Tinuva said:
Cloudfront is faster because there is a pop on jhb. Lower latency always helps with speed on small files.

What streaming is it that is slow for you that uses AWS?
Click to expand...

Have you heard of datacamp.com?
 
Has anyone ever got any feedback about the slow single threaded international download speed on octotel's network?
 
bullzeye.za said:
Disagree, if you're paying CISP, they own that process - If the line provider isn't responding, they need to escalate or have a tighter SLA with them.
Click to expand...
Totally agree with you..your first contact if your ISP..they supposed to kick the other guys under their asses!!
 
Perfect streaming for the month of December. Today speed down to 1/10th of my line speed, buffering on all the international sites that streamed perfectly in December, at the same time, on multiple devices. Cannot stream one without buffering. Coincidence now that all my neighbours are back and there is a lot of movement in my suburb, meaning people are back from holidays. What am I supposed to think? Any ideas? Netflix. DSTV and Youtube are streaming perfectly, local servers.
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X