Cool Ideas Fibre ISP - Feedback

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Nicholas Marzio said:
I work for another ISP and we are seeing packet loss across Octotel's network as well. We are busy investigating.
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Let me guess.. Octotel is exactly what I suspected it is... a wannabee PABX installer company that now decided it can be a FTTH provider, or ex-Telkom employees who thought they were clever?
 
cavedog said:
So you know I use Supersonic and decided to just winmtr some IP's here and see what I can see.

winmtr to bbc.co.uk
30d434034267ca01ff81d50d6e88e7c0.png


winmtr to 154.0.5.238 not even sure where this ip is on their network and probably totally irrelevant but look at the loss.
edbecdf5a228e019d9aaa743a0f5b589.png


What does that mean. :unsure:
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Assuming you where doing the tests with an idle line, not good.
 
Good Lord, this internet sucks... can't even read a UK forum.. I am off to bed... before I have nightmares of Telkom R7 infinitcall and my old 33.6k modem... Jesus Christ...
 
wingnut771 said:
Assuming you where doing the tests with an idle line, not good.
Click to expand...

Its a joke. It really is.

MTR to lnms.cisp.co.za (CISP JHB server)

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| router.asus.com - 0 | 101 | 101 | 0 | 0 | 0 | 0 |
| u6t-cust.coolideas.co.za - 5 | 87 | 83 | 1 | 1 | 4 | 1 |
| uwx-cust.coolideas.co.za - 5 | 87 | 83 | 1 | 1 | 5 | 1 |
| c6t-backbone.coolideas.co.za - 10 | 76 | 69 | 18 | 20 | 26 | 20 |
| uoh-cust.coolideas.co.za - 4 | 91 | 88 | 19 | 23 | 162 | 20 |
| c72-backbone.coolideas.co.za - 6 | 84 | 79 | 19 | 21 | 31 | 21 |
|________________________________________________|______|______|______|______|______|______|

That things have to get this bad before someone goes "something is wrong here."

Sigh. I'm annoyed. I'm going to go do something else.
 
wingnut771 said:
You are seeing or just your clever clients reporting and not accepting the usual dribble support sends?
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Almost all of our client's use MikroTik routers which allow us to run tests remotely. So far we are seeing loss over the following nodes:
Blouberg
Brackenfall
Rondebosch

Running tests on the city bowl node now to see if there is loss as well.
 
Nicholas Marzio said:
Almost all of our client's use MikroTik routers which allow us to run tests remotely. So far we are seeing loss over the following nodes:
Blouberg
Brackenfall
Rondebosch

Running tests on the city bowl node now to see if there is loss as well.
Click to expand...
Most informative answer to date.
Thank you.
Why is this only being looked into now, when this issue has been around since october.
 
cavedog said:
So you know I use Supersonic and decided to just winmtr some IP's here and see what I can see.

winmtr to bbc.co.uk
30d434034267ca01ff81d50d6e88e7c0.png


winmtr to 154.0.5.238 not even sure where this ip is on their network and probably totally irrelevant but look at the loss.
edbecdf5a228e019d9aaa743a0f5b589.png


What does that mean. :unsure:
Click to expand...

Your screenshot explains the fault, first exit from your home network that hits mtnbusiness.net is where the second screenshot 3% packetloss start. I cant explain why your first screenshot shows 0% packetloss when you hit that same first hop compared to the second screenshot. Was the 2 tests done right after each other ?

More shockingly, wtf is up with that worst near 300ms ping to the first local hop ?
 
ArtyLoop said:
Let me guess.. Octotel is exactly what I suspected it is... a wannabee PABX installer company that now decided it can be a FTTH provider, or ex-Telkom employees who thought they were clever?
Click to expand...

Octotel are very good at what they do since we normally have great service from them. From my personal observation I feel they are understaffed which could explain the slow response CISP is getting from them.

Unfortunately, as much as we ISPs do understand that it is frustrating to have internet issue, we have to follow the process set by each provider on every ticket we log. This can sometimes take longer depending on the issue etc.

An example: I sat on the phone with Vumatel for 3 hours every day for 2 weeks to resolve a client's issue last year. Not enjoyable on either parties side but was just the process I we had to follow.
 
wingnut771 said:
Most informative answer to date.
Thank you.
Why is this only being looked into now, when this issue has been around since october.
Click to expand...

We haven't been experiencing these issues on our network as far as I know until yesterday when a few client's started to complain.
 
wingnut771 said:
Why is this only being looked into now, when this issue has been around since october.
Click to expand...

I've only been seeing this issue on my end since Friday last week, my PfSense history confirms this.

Edit: I do see the same issue also on the 13th and 15th Jan, but it wasn't consistently bad every night like it's been since Friday.
 
Nicholas Marzio said:
We haven't been experiencing these issues on our network as far as I know until yesterday when a few client's started to complain.
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I have had the same issues when I was with Vox, I gave them hell. I spoke personally with someone at Octotel, he said Vox is throttling. Then I left and joined Cool Ideas, same problems, This started last year in Octoter, Four months of fighting, The only time there was no problem was during the December holidays when the only people in my street were my husband and I. I no longer believe the problem is the Isp.
 
Interestingly if I look at my graphs for the past week, it's all fine until Friday morning at 5am where there is a huge blip and ever since then the consistent packet loss in the evenings started. Might be nothing, might be related.


1548189013698.png
 
image132 said:
I appreciate your response and I hope you are feeling better PBcool.

I've been having issues with twitch since October and had a ticket open since November. Why has it taken till half way through January for CISP to do something about it? Why did it have to get to the point where everyone on Octotel is complaining and the internet is literally useless in the evenings for CISP to acknowledge something is wrong and start a process to fix it? Why wasn't this done back in November?
Click to expand...
Because we have raised it with Octotel in November they then do some investigations and come back stating they don't find anything, "please send us patterns with clients". Get a bunch of said clients to do the same tests. We enter December of which network changes are frozen on Octotels side. Come January it gets picked up again.
 
ArtyLoop said:
Let me guess.. Octotel is exactly what I suspected it is... a wannabee PABX installer company that now decided it can be a FTTH provider, or ex-Telkom employees who thought they were clever?
Click to expand...
Nah they've actually been pretty good so far.
 
joeline said:
I have had the same issues when I was with Vox, I gave them hell. I spoke personally with someone at Octotel, he said Vox is throttling. Then I left and joined Cool Ideas, same problems, This started last year in Octoter, Four months of fighting, The only time there was no problem was during the December holidays when the only people in my street were my husband and I. I no longer believe the problem is the Isp.
Click to expand...
And you are in JHB so totally different network.
 
DrJohnZoidberg said:
Interestingly if I look at my graphs for the past week, it's all fine until Friday morning at 5am where there is a huge blip and ever since then the consistent packet loss in the evenings started. Might be nothing, might be related.


View attachment 608714
Click to expand...
Could be main path fibre broke. Now you guys go over a slower backup path. Would definitely explain your problem.
 
John Tempus said:
Your screenshot explains the fault, first exit from your home network that hits mtnbusiness.net is where the second screenshot 3% packetloss start. I cant explain why your first screenshot shows 0% packetloss when you hit that same first hop compared to the second screenshot. Was the 2 tests done right after each other ?

More shockingly, wtf is up with that worst near 300ms ping to the first local hop ?
Click to expand...

The tests were done right after each other and I can assure you I do not suffer from packetloss on my line or from my ISP. The test was done to a cool ideas ip just to check if it shows packetloss on my side and obviously it does but also shows that winmtr is not accurate. It would suggest packetlpss on my line but that is not true. Probably lost packets along tbe route. My single thread speedtest to London is ~140Mbps so if I had packetloss that speeds would have been impossible to an international destination.
 
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