Cool Ideas Fibre ISP - Feedback

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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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That is because the maintenance from last night is not completed yet.

https://mybroadband.co.za/forum/threads/cool-ideas-fibre-isp-feedback.793061/post-22866260

https://coolzone.cisp.co.za/index.php?rp=/announcements/775/Cool-Ideas---International-Traffic.html
 
Mmm, high latency and packet loss to EU. This "maintenance" just keeps on giving. Anyone want to take bets on whether it's completed before the weekend, or the techs just decide to leave it to next week?
 
Looney said:
Maybe PBCool has a major problem that he’s trying to resolve and doesn’t have enough time to respond on Mybb. I don’t think PBCool is the kind of MD that would let CISP go down.
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A company shouldn't be reliant on a single person, there should be other staff who are up to date on the what's going on too. If there was a major problem then there should be an announcement about it somewhere.
 
DrJohnZoidberg said:
A company shouldn't be reliant on a single person, there should be other staff who are up to date on the what's going on too. If there was a major problem then there should be an announcement about it somewhere.
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Perhaps they are still investigating the problem and don’t want to put an announcement because they don’t yet know what to announce?
 
I also (luckily) do not have major issues atm ( Openserve ) , but i do feel the frustration of those with issues - I had some shortly after joining a few months back. With that said - I do feel - as hard as it may be, we need to cut @PBCool some slack, I'm pretty sure he is not ignoring this thread on purpose, after all - it is their main discussion thread.

Let them work through the problems and hopefully they will feed back what's going on soon.

They are a good ISP i think ( support wise maybe lacking a bit ) , but even the best can sometimes hit a hard patch . . .
 
Looney said:
Perhaps they are still investigating the problem and don’t want to put an announcement because they don’t yet know what to announce?
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"Maintenance is still ongoing, thank you for your patience."

Instead of a saying it completed last night would be a start.
 
zolly said:
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.
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It speaks for itself that CISP don't respond to tickets, or provide any feedback on the issue.
 
xrapidx said:
It speaks for itself that CISP don't respond to tickets, or provide any feedback on the issue.
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My connection is fine so I've got nothing to report, however I did open a ticket 23 Jan asking them to publish a KB article that gives instructions on exactly what tests to perform (iperf, traceroute, speedtest etc.) so that if I do ever have issues I can skip the back and forth of them asking me to make sure my wifi is switched on....

I got a reply 5 days later asking me if anyone had helped me (in the same ticket, where clearly nobody had replied).. to which I replied no, clearly not - I see today the ticket is closed, I don't remember closing it myself but I'll give them the benefit of the doubt - re-opened. Let's see how long this takes.

It is a bit concerning the state of support - I hope I don't run into any issues with turnaround times like this
 
I sent In Downgrade request / tickect ( moving 200/200 Octotel ) to 100/100 Octotel on 30/01/2019 (09:13) .
Got reply later at 30/01/2019 (16:50) asking what Model Router i had, I replied and queried the need to send back the existing C2 Router, they gave me an explanation..

"31/01/2019 (11:53)
You will be downgraded to the 100/100 Octotel package
We are currently provisioning a C20 router for delivery to your specified address and it should arrive within 24-48 hours’ maximum.
*Please note that no deliveries are made on weekends or public holidays.
You will receive an email with your tracking number during the course of day.
We have organized a courier to collect the C2 router from your specified address on Friday the 1st of February between 09:00AM till 16:00PM .
Please ensure that the router is returned along with the power supply as well as the ethernet cable.

The Courier Dropped off the C20 Router this morning at 08.30.
I restarted ONT, checked and am on 100/100.

So overall , Service was good.
I decided to down grade to 100/100 untill this issue with Octotel is resolved , and to save some Mollah as well ( R300 ) .

Speed sofar :1549021243375.png
 
Looney said:
Maybe PBCool has a major problem that he’s trying to resolve and doesn’t have enough time to respond on Mybb. I don’t think PBCool is the kind of MD that would let CISP go down.
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Today he responded to one of my PMs from last week
 
blacklung said:
I sent In Downgrade request / tickect ( moving 200/200 Octotel ) to 100/100 Octotel on 30/01/2019 (09:13) .
Got reply later at 30/01/2019 (16:50) asking what Model Router i had, I replied and queried the need to send back the existing C2 Router, they gave me an explanation..

"31/01/2019 (11:53)
You will be downgraded to the 100/100 Octotel package
We are currently provisioning a C20 router for delivery to your specified address and it should arrive within 24-48 hours’ maximum.
*Please note that no deliveries are made on weekends or public holidays.
You will receive an email with your tracking number during the course of day.
We have organized a courier to collect the C2 router from your specified address on Friday the 1st of February between 09:00AM till 16:00PM .
Please ensure that the router is returned along with the power supply as well as the ethernet cable.

The Courier Dropped off the C20 Router this morning at 08.30.
I restarted ONT, checked and am on 100/100.

So overall , Service was good.
I decided to down grade to 100/100 untill this issue with Octotel is resolved , and to save some Mollah as well ( R300 ) .

Speed sofar :View attachment 614148
Click to expand...

those speeds are all over. just a question is this the case with cool ideas in general. I've just been so use to 50/50 everyday every night every season with merro fibre ISP
 
I'm on the 155. range and also have the increased latency up about 30ms.
So that doesn't seem be only affecting the new range.
 
Had a callfrom support regarding my slow international download speeds on frogfoot. They are now going to get frogfoot to come and have I look at the ont.

So they are still trying to solve the issues.
 
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