Cool Ideas Fibre ISP - Feedback

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i was thinking of migrating to Cool Ideas however reading all of this i am thinking rather not. Better the devil you know than the one you dont know
 
Andre-H said:
i was thinking of migrating to Cool Ideas however reading all of this i am thinking rather not. Better the devil you know than the one you dont know
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Good Advice. I am suffering with regret... shouldn't have cancelled my trusty Telkom LTE
 
I'm confused - if the maintenance is still ongoing, how are there people whose latency to EU hasn't changed?
 
image132 said:
WACS only affects people in the western cape.
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Learn something new every day. I thought the rest of the country routed to CPT and then on to Europe, which was why Cape Town could get 20-30ms better latencies there.

That hopefully explains it then. My only concern then is the lack of an updated ETA on the maintenance and PBCool's complete radio silence.
 
zolly said:
It's not hero worship. I've worked in retail and know sometimes things are completely out of your hands, or at such a scale that things are beyond the scope of your resources.

That being said, I know Crystal Web took a massive knock when they dropped the ball with their various issues, in particular their network migration. It would be silly for Cool Ideas to go silent during a time such as this. This isn't some social media scandal or something you can just sweep under the rug and hope it goes away. From what I've seen this forum actually has a reasonable amount of impact when it comes to the success/failure of an ISP.
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Exactly. I don't expect to be waited on hand and foot and I accept and understand that sh** happens. Like there's a good chance Octotel are stonewalling CISP. All I ask for is an acknowledgment of the issue and that its being worked on.

That being said I don't like the fact that we're having to get updates on the situations from users on the forums here....

Seeyou said:
Learn something new every day. I thought the rest of the country routed to CPT and then on to Europe, which was why Cape Town could get 20-30ms better latencies there.

That hopefully explains it then. My only concern then is the lack of an updated ETA on the maintenance and PBCool's complete radio silence.
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Its my understanding that the Western Cape uses WACS as its primary international break out with ACE (I think) as backup or else we get routed through JHB. JHB on the other hand uses EASSY as their primary breakout cable to EU.

My understanding of why JHB has higher ping than the CPT is that JHB is land locked. So data has to travel over land first before hitting the sub-sea cable to hit EU. Cape Town is just straight onto the cable.

Here's a nice image showing the cables:

https://mybroadband.co.za/forum/threads/cool-ideas-fibre-isp-feedback.793061/page-737
 
My latency to Europe is for some reason now 30ms higher than normal.

Also, nope, never received any feedback:

1549011606848.png

Their customer service is almost non-existent at this point now that there is no official support in the forums any more (at least that's what it looks like).
 
DrJohnZoidberg said:
My latency to Europe is for some reason now 30ms higher than normal.

Also, nope, never received any feedback:

View attachment 614044

Their customer service is almost non-existent at this point now that there is no official support in the forums any more (at least that's what it looks like).
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Yeah I asked for an update on my ticket on the 29th and I've heard nothing back so far :/
 
As a matter of interest (not jumping ship just yet) - what's the process of switching ISP on Octotel? Is there crazy long downtime involved?
 
Seeyou said:
My only concern then is the lack of an updated ETA on the maintenance and PBCool's complete radio silence.
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It gets a bit overwhelming though. They said it's a process that is going to take time. I reckon they just want the space and time to get on with it.
 
Seeyou said:
As a matter of interest (not jumping ship just yet) - what's the process of switching ISP on Octotel? Is there crazy long downtime involved?
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Well, on Vumatel I've now switched 3 times, CISP to VOX, total downtime was maybe a couple of hours, VOX back to CISP, downtime was around 2 days I think, maybe more. VOX apparently fcked up. CISP to Home-connect, downtime was maybe 20 minutes. I think CISP was just so happy to be rid of me again.... :giggle:
 
sand_man said:
Well, on Vumatel I've now switched 3 times, CISP to VOX, total downtime was maybe a couple of hours, VOX back to CISP, downtime was around 2 days I think, maybe more. VOX apparently fcked up. CISP to Home-connect, downtime was maybe 20 minutes. I think CISP was just so happy to be rid of me again.... :giggle:
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Ah right - ok, just wanted to find out if it was a giant black hole like ADSL or not - thanks :)
 
Andre-H said:
i was thinking of migrating to Cool Ideas however reading all of this i am thinking rather not. Better the devil you know than the one you dont know
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Be careful that this is not just the vocal minority (happy customers don't go to forums to complain). Despite recent complaints here I have been very happy with my service until last night.
 
zolly said:
Be careful that this is not just the vocal minority. Despite recent complaints here I have been very happy with my service until last night.
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I've also been happy before the whole packet loss issues started 2 weeks ago. Never really had to challenge their support department very much and PBCool was always close-by to help on the forums, but that has changed and their support has failed me miserably. I've cancelled my account and will be moving to another ISP end of Feb.
 
DrJohnZoidberg said:
I've also been happy before the whole packet loss issues started 2 weeks ago. Never really had to challenge their support department very much and PBCool was always close-by to help on the forums, but that has changed and their support has failed me miserably. I've cancelled my account and will be moving to another ISP end of Feb.
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Who've you moved to?
 
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