Cool Ideas Fibre ISP - Feedback

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PBCool said:
Most complaints are related to GPON networks, Octotel being the largest affected at the moment. Vumatel are mostly aerial (PON), Openserve is a bit more complex with IPC, and Metrofibre it's limited to certain customers.

You must understand that we pickup all these network at common locations like IS Parklands or a respective Teraco, again if we had congestion it would be affecting all networks that terminate at these locations, which is then every customer.
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Just to confirm... I have a box in that DC you referred to, basically a redundant backup of our main system elsewhere. And there's no issues, if there were we'd have seen it on our transaction throughput.
So this just yet again proves you're telling the truth and the problem is not on your side.
The question is, @PBCool, where do we go from here? I cannot go directly to Octotel with litigation to force them to meet their SLAs. Or should I rather go back to ADSL completely and then petition Vuma or some other provider to trench our area a second time?
 
so can anyone then tell me what is 154.0.0 and 154.0.5 at cool ideas ? this not their pppoe termination points @PBCool

I think there are two issues at play here .... the octotel issue and then the rest who are multi fibred and are not only in the Cape

think with me and some other users who are on various fibre provides our issues are uncanny in similarity. I.e high upload speeds with low download speeds from international whilst local speed tests are flawless (steam, YouTube and Netflix also great) ... so the http portion is suffering ... it took an entire minute to load IGN's webpage ... never seen this happen before
 
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ryanrich said:
I guess if your specific requirement is purely single threaded performance at as fast as possible.

The benefit of fibre to me is with multiple users / sessions. At any one time in my house there are like 3 1080p streams and multiple browsing / downloading going on, at night a 4K stream enters the mix and I also often have a VPN connection to the office. On copper that would all fall over at some point but it's rock solid on fibre.
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Being able to stream 720p60 Twitch.TV on a 20Mbps line at R809/m isn't too much to ask, is it?
 
xrapidx said:
I've said it before, but I'll say it again - yes - the FNOs might be the issue - and yes - I might have similiar performance issues with another ISP - but, I find Cool Ideas service to be incredibly poor - they don't respond to tickets, they're not transparent, even on this forum they disappeared for over a week with no update to the apparent issue with Octotel, while happily collecting payment for a service they cannot provide, it took them over a week before even requesting the communities help in collecting stats to send to Octotel, by that time I was already with another ISP collecting stats.

There have also been two posts in this thread recently saying that the currently experienced performance is what users can expect from the service, and is normal.

Again - they still haven't so much as acknowledged my cancellation ticket since 2019-01-28 (08:05).

If you're happy with dealing with a company like this, by all means - go for it.
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If the issue is Octotel are too incompetent to know whats wrong or too negligent to want to fix whats wrong no amount of ISP hand holding is going to fix it.

CISPs support issues just degrades them from a great ISP to normal ISP. Vast majority of other ISP's in SA do the same. You should hear how my friend complains about VoX.

I've done my time ISP hopping, it wasn't fun or enjoyable getting the same response from every single one. All I did was waste my time.

My expectation for having my issue fixed is pretty low because I know how it goes and I know switching ISPs doesn't fix anything but you need to do whats right for you, just like artyloop switching back to copper I support your decision to leave.
 
stefan9 said:
@PBCool :Will you have a look at my post on the previous post with Divian claming I can't get close to linespeed for international because of geographics. Have seen plenty of test in this thread getting close to linespeed so surely this isn't the case?
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Sure I dont think it came across correctly, it's more around the fact that you have slightly increased latency. We are working with Openserve in Cape Town regarding capacity.
 
TranQ said:
Has there been any progress made with Netstream and the issues I have been experiencing with packet loss and very slow speeds during peak time? Most people here complain about Octotel so I'm a lone voice on Netstream (even though the crowdsource data shows that other people are also experiencing issues on Netstream). So I would also like to know what progress is being made with your engagements with Netstream.
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We follow up daily with their execs but the progress is slow with Netstream on most things unfortunately.
 
adamr said:
so can anyone then tell me what is 154.0.0 and 154.0.5 at cool ideas ? this not their pppoe termination points @PBCool

I think there are two issues at play here .... the octotel issue and then the rest who are multi fibred and are not only in the Cape

think with me and some other users who are on various fibre provides our issues are uncanny in similarity. I.e high upload speeds with low download speeds from international whilst local speed tests are flawless (steam, YouTube and Netflix also great) ... so the http portion is suffering ... it took an entire minute to load IGN's webpage ... never seen this happen before
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Those are called access routers, you aren't defining any specific router in your question :)
 
@PBCool

Just for interest sake how do one narrow down IPC capacity issues vs other network issues or even congestion on an OLT?
 
xrapidx said:
Will try remember tonight, although I've cancelled with these guys - so not really bothered with tests anymore. I've seen how this goes with too many ISPs - its just a repetitive circle of blame.
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Can you give me a ticket number of your account to investigate what happened?
 
@PBCool while you're around, I just have to complain about the sub-par service I received via the CISP ticket portal.

I waited for a week for a response, then when I got one the support staff said he'd give feedback to me on the same day, that was 30th January, I'm still waiting (ticket COOL-20190120-204704). I know the Table View / Blouberg congestion issue has now been revealed in this thread but not everyone reads MyBB and if somebody says they'll get back to me on that day I would expect them to make some effort to do so even if they don't have anything new to report.

The poor service resulted in me cancelling my service with you guys because I cannot rely on there always being somebody here on the forum to help (as was very apparent when there was a week long absence of any CISP employees here).

I hope this bit of constructive feedback helps you improve your service levels going forward.
 
DrJohnZoidberg said:
@PBCool while you're around, I just have to complain about the sub-par service I received via the CISP ticket portal.

I waited for a week for a response, then when I got one the support staff said he'd give feedback to me on the same day, that was 30th January, I'm still waiting (ticket COOL-20190120-204704). I know the Table View / Blouberg congestion issue has now been revealed in this thread but not everyone reads MyBB and if somebody says they'll get back to me on that day I would expect them to make some effort to do so even if they don't have anything new to report.

The poor service resulted in me cancelling my service with you guys because I cannot rely on there always being somebody here on the forum to help (as was very apparent when there was a week long absence of any CISP employees here).

I hope this bit of constructive feedback helps you improve your service levels going forward.
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Sure will do, unfortunately I got salmonella poisoning hence my absence. Further to this we have been advised that the backhaul issue was upgraded on Friday affecting the Blouberg area.
 
PBCool said:
Sure will do, unfortunately I got salmonella poisoning hence my absence. Further to this we have been advised that the backhaul issue was upgraded on Friday affecting the Blouberg area.
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Too many tequila omelettes? :D


Glad you're better man.
 
PBCool said:
Sure I dont think it came across correctly, it's more around the fact that you have slightly increased latency. We are working with Openserve in Cape Town regarding capacity.
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What does openserve and cpt have to do with my frogfoot pretoria connection issue?

PBCool said:
Sure will do, unfortunately I got salmonella poisoning hence my absence. Further to this we have been advised that the backhaul issue was upgraded on Friday affecting the Blouberg area.
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Hope you are over the poisoning :)
 
xrapidx said:
#COOL-20190128-208505 - Cancellation
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Did you send this to support or accounts as per the comms from our accounts department and the process for termination? Because I see it's allocated to the support department?
 
stefan9 said:
What does openserve and cpt have to do with my frogfoot pretoria connection issue?



Hope you are over the poisoning :)
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It doesnt, did Divian advise you this via a ticket? Can you provide it to me?

We are working through the issues with Frogfoot starting with Cape Town where their tests are stating there isnt anything wrong with the line even though IPerfs still fail. So it's a bit of a process, from there we will move to other areas.
 
stefan9 said:
What does openserve and cpt have to do with my frogfoot pretoria connection issue?



Hope you are over the poisoning :)
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Thanks yeah lost about 8kgs in 5 days, not a pleasant experience.
 
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