Cool Ideas Fibre ISP - Feedback

[ArtyLoop]

@PBCool... chugging along here with poor internet, even today its slow, normally its better during the day.
On the ticket I have listed all the sites I have problems with (on Telkom LTE they load at roughly the maximum I can get out of the LTE connection).

Last night you were able to load a site I am having problems with, via your own network so that means the problem is here in Cape Town. How long is it going to take approximately for Octotel to man up and fix the problem, or is it the case I've seen at many companies... waiting for FYE 2018/2019.

This issue is seriously hampering my ability to work.. You can also add ESET anti-virus being a problem (took 3 hours to download an update- at the office it takes 10 minutes)

 

[xrapidx]

You really think they'll give you an ETA?

 

[ArtyLoop]

You really think they'll give you an ETA?

You start at the bottom, applying pressure, then apply a bit more every day, eventually, like a zit, it explodes, and then something gets done.

I am serious about suspecting they're waiting for their FYE audit to see how much loot they have, and after deciding which new Mercedes the CEO is going to get, how much they are going to spend on upgrading the network.. that grudge payment for ungrateful clients such as me. They think I should be grateful I have internet at all.

Its not nice to do this, especially since I have the feeling PBCool is a mere middleman between the client and the FISP, but ja, there's not much we can do... it has to be done this way, we have to follow the channels.

 

[dotdan]

@PBCool From what I am reading most people here are having issues on other networks, but my issues are all on Openserve. Twitch in the evening specifically. Is there anything happening in the background around OS performance? And will this IP ever get fixed? (195.82.50.47)

It is definitely NOT just Octotel people experiencing issues. Various people, on different networks, over the last 20 pages have complained about poor streaming performance and poor latency in games to europe starting about 2-3 weeks ago.

 

[John Tempus]

It is definitely NOT just Octotel people experiencing issues. Various people, on different networks, over the last 20 pages have complained about poor streaming performance and poor latency in games to europe starting about 2-3 weeks ago.

Comparing Apples with Oranges though.

Some people have had various other issues that come and go but this Octotel examples of sub 1MBit speeds on 200Mbit packages is just on another level. It also seems to show up consistently for Octotel users right at peak usage time of the day.

 

[Tinuva]

I can also confirm from my side that it doesn't appear to be CISP - but the Octotel network - unfortunately, with CISPS service, I don't see this getting resolved anytime soon.

And as for Octotel - they're just blaming the issue on to the ISPs - so they're either clueless - or actively ignoring the problem.

Do Octotel charge a fee like Vumatel when you change ISPs?

 

[xrapidx]

Do Octotel charge a fee like Vumatel when you change ISPs?

From what I can see - yes. One of the reasons I might go back to ADSL if CISP are not going to assist.

 

[Tinuva]

From what I can see - yes. One of the reasons I might go back to ADSL if CISP are not going to assist.

Make use of that option if you can. In my area, Telkom is busy removing the copper lines because everyone moved over to Vumatel. If you still have a copper line in my area, Telkom is trying to force you to move the Telephone over to this new wireless network.

 

[PBCool]

With due respect - you guys have not done much to help, in fact - you've hardly acknowledged the issue. I have gotten more help from another ISP in trying to resolve this. (I am actually not even connected with Cool Ideas at the moment)

If that's what Octotel require from you on my account before even being willing to assist me - then that's what needs to be done - I'm not going to sit around doing nothing while you blame Octotel - and Octotel in turn blame the ISPs - while I still pay full price for 5% of my connections in the evenings.

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If by taking these cases up with the CTO and working on a resolution plan including a breakdown of last mile and end to end tests? Then sure. We can happily log a ticket for you so that the first line of support at Octotel can check the levels of the line and tell you it's your ISP.

This is why I mention it's not the right channel, and by acknowledgement I have stated we are busy with Octotel on this in multiples of posts?

 

[xrapidx]

If by taking these cases up with the CTO and working on a resolution plan including a breakdown of last mile and end to end tests? Then sure. We can happily log a ticket for you so that the first line of support at Octotel can check the levels of the line and tell you it's your ISP.

This is why I mention it's not the right channel, and by acknowledgement I have stated we are busy with Octotel on this in multiples of posts?

You keep (literally the last day or so) saying you're busy with Octotel, as well as various other things - but no ETA, details or resolution is forthcoming.

Your staff also ignore tickets, or don't respond - so how do you think that looks when you're blaming Octotel - and they're blaming you?

 

[PBCool]

It is definitely NOT just Octotel people experiencing issues. Various people, on different networks, over the last 20 pages have complained about poor streaming performance and poor latency in games to europe starting about 2-3 weeks ago.

The issue on Octotel is specific to throughput at peak times. With the size of this thread to effectively deal with the majority of issues like Octotel let's resolve the throughput problem first then take it from there. There is no logical way to do everything at once. If there is poor latency to a game then drop me a PM with the details.

 

[PBCool]

You keep (literally the last day or so) saying you're busy with Octotel, as well as various other things - but no ETA, details or resolution is forthcoming.

Your staff also ignore tickets, or don't respond - so how do you think that looks when you're blaming Octotel - and they're blaming you?

It doesn't seem like any feedback I give you is good enough unfortunately. I have stated this before. This kind of thing takes time.

 

[xrapidx]

It doesn't seem like any feedback I give you is good enough unfortunately. I have stated this before. This kind of thing takes time.

No - as per this very response. Vague feedback is not good enough. We are still paying full rate for an exceptionally substandard service, while you say "we're doing something" - so we must just accept that - continue to pay - and wait indefinitely not knowing what we're actually waiting for.

The fact that your staff ignore tickets, and don't respond, Also not good enough - but I see you ignore that as well.

 

[John Tempus]

No - as per this very response. Vague feedback is not good enough. We are still paying full rate for an exceptionally substandard service, while you say "we're doing something" - so we must just accept that - continue to pay - and wait indefinitely not knowing what we're actually waiting for.

The fact that your staff ignore tickets, and don't respond, Also not good enough - but I see you ignore that as well.

If you feel like you are wasting money then vote with your wallet. Go to another ISP on your same fibre provider and deal with the exact same issues.

The problem here is that no matter what ISP you move to you will have poor performance with Octotel and waste your money as you put it.

So either accept the horrible performance on Octotel, try get another Fibre provider to install in your area or cancel fibre entirely.

 

[xrapidx]

If you feel like you are wasting money then vote with your wallet. Go to another ISP on your same fibre provider and deal with the exact same issues.

The problem here is that no matter what ISP you move to you will have poor performance with Octotel and waste your money as you put it.

So either accept the horrible performance on Octotel, try get another Fibre provider to install in your area or cancel fibre entirely.

1.) This has nothing to do with you, and I'm not interested in your opinion.
2.) Ocotel has requested they log a ticket as per my screenshot above. It is not difficult.
3.) It costs money to move - I joined them based on recommendations of this forum -and yes, I regret it due to their poor customer service - how they got the number #1 spot is beyond me. If you're so interested in getting involved, please feel free to pay the various fee's and I'll move to another ISP who are willing to assist.

 

[John Tempus]

1.) This has nothing to do with you, and I'm not interested in your opinion.
2.) Ocotel has requested they log a ticket as per my screenshot above. It is not difficult.
3.) It costs money to move - I joined them based on recommendations of this forum -and yes, I regret it due to their poor customer service - how they got the number #1 spot is beyond me. If you're so interested in getting involved, please feel free to pay the various fee's and I'll move to another ISP who are willing to assist.

Don't post in a public forum if you are not interested in public comments. If you want to keep things private with CISP then PM them or phone them, don't do it in public.

I pointed out that you have a lose-lose situation being on Octotel. Stay with CISP or move , you will unfortunately have a horrible experience.

You seem bitter and salty and don't want to accept the current facts about your situation.

Just constantly moanin in this thread non stop about the same thing over and over and then getting the only info that is appropriate regarding this situation but somehow expecting different results every single time.

I see you managed to not read my reply after all , I told you that it does not matter which ISP you move to, you are fkd on Octotel.

I would have gladly paid for you test this out yourself but you are way too bitter of a person to deserve any support from anyone.

PS. none of this is my opinion, it is the hard brutal facts regarding Octotel.

 

[xrapidx]

Don't post in a public forum if you are not interested in public comments. If you want to keep things private with CISP then PM them or phone them, don't do it in public.

I pointed out that you have a lose-lose situation being on Octotel. Stay with CISP or move , you will unfortunately have a horrible experience.

You seem bitter and salty and don't want to accept the current facts about your situation.

Just constantly moanin in this thread non stop about the same thing over and over and then getting the only info that is appropriate regarding this situation but somehow expecting different results every single time.

I see you managed to not read my reply after all , I told you that it does not matter which ISP you move to, you are fkd on Octotel.

I would have gladly paid for you test this out yourself but you are way too bitter of a person to deserve any support from anyone.

PS. none of this is my opinion, it is the hard brutal facts regarding Octotel.

I'll post where ever I please - again - I'm not interested in your opinion, and no - it is not fact. Besides which, you can't interact with company privately when they don't have the customer service skills to respond.

 

[ArtyLoop]

Don't post in a public forum if you are not interested in public comments. If you want to keep things private with CISP then PM them or phone them, don't do it in public.

I pointed out that you have a lose-lose situation being on Octotel. Stay with CISP or move , you will unfortunately have a horrible experience.

You seem bitter and salty and don't want to accept the current facts about your situation.

Just constantly moanin in this thread non stop about the same thing over and over and then getting the only info that is appropriate regarding this situation but somehow expecting different results every single time.

I see you managed to not read my reply after all , I told you that it does not matter which ISP you move to, you are fkd on Octotel.

I would have gladly paid for you test this out yourself but you are way too bitter of a person to deserve any support from anyone.

PS. none of this is my opinion, it is the hard brutal facts regarding Octotel.

Erm nope, he at least pushed the social media buttons and got me a key bit of info- changing the ISP on this FTTH line provided by Octotel is going to make no difference.

My gut feel tells me the problem is here in Cape Town, and given it happens at night, its either throttling at the carrier level (NOT THE ISP LEVEL) or its network congestion because Octotel is penny wise and pound foolish and trying to ride it out without spending a cent more because the shareholders are demanding returns.

 

[FGRL]

@PBCool whats your thoughts on the Century City Connect Super Cool deal if I only need wi-fi for general phone browsing, some YouTube, some Spotify and some Netflix (not all the time though)..... what router do you provide? Is it still the TP link?

Anyone wanna answer or suggest where I can post?

 

[nicksoper]

Can't do that 'cause you've disabled your PMs

Oops, I guess a lot has changed since I signed up. I turned it on again.

We currently have one person on trial, and due to our company's size and age providing support for free to trial customers is kind of a one at a time thing.

I guess what people want out of an ISP is to not point the finger, but to have a relationship with their FNO's and get to the bottom of it. We never liked being a ticket number ourselves, which is why we built Atomic.

Can you on Octotel let me know where you are? We have a rough idea of what's going on, we are busy chatting to some senior guys at Octotel.