Cool Ideas Fibre ISP - Feedback

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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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Ah, hope you're feeling better.

Could you check the PM from me please with respect to possibly signing up with CISP.
 
PBCool said:
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?
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I believe I emailed it both to accounts and support

The response in the other ticket was also "Notice can be submitted in this ticket platform or to [email protected]" - and I see said ticket in the ticket platform, hence instruction was followed.

And a response to ticket #COOL-20190119-204561 - Poor speeds : "Should you still wish to cancel, please kindly note that you will need to send an email to [email protected] as well as [email protected] and they will advise you forward. "

Are you honestly trying to justify ignoring the ticket by who-ever for over a week? Even if it is the incorrect department - they could have the common decency to actually respond and say so, or simply change the assigned department.

I also posted on facebook (with ticket number) that it was being ignored - to which I was told it would be attended to - and it wasn't.

EDIT: I just checked now - I emailed the same two addresses I emailed for #COOL-20190124-206997 - Cancellations - wish was somehow responded to correctly?
 
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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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Glad you're feeling better. The absence of a single person though shouldn't affect the service levels from the entire company is what I'm trying to say.

I really do appreciate that you have a forum presence though (which is one of the main reasons I signed up in the first place) but regular support channels should work too.

Regarding the backhaul upgrade it does appear that packet loss has been no longer been present during peak hours. There was an outage on Saturday morning at 5am and on Sunday again at around noon, was this related to the upgrades by any chance?
 
PBCool said:
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.
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Divian said nothing about OS but you did hence my confusion.

"We are working with Openserve in Cape Town regarding capacity. "

I guess you meant Frogfoot. ;)

Hi Paul. Cool Ideas ticket nr is #COOL-20180711-122832 and ticket nr Divian logged with FF is
FF #302279
 
xrapidx said:
I believe I emailed it both to accounts and support

The response in the other ticket was also "Notice can be submitted in this ticket platform or to [email protected]" - and I see said ticket in the ticket platform, hence instruction was followed.

And a response to ticket #COOL-20190119-204561 - Poor speeds : "Should you still wish to cancel, please kindly note that you will need to send an email to [email protected] as well as [email protected] and they will advise you forward. "

Are you honestly trying to justify ignoring the ticket by who-ever for over a week? Even if it is the incorrect department - they could have the common decency to actually respond and say so, or simply change the assigned department.

I also posted on facebook (with ticket number) that it was being ignored - to which I was told it would be attended to - and it wasn't.

EDIT: I just checked now - I emailed the same two addresses I emailed for #COOL-20190124-206997 - Cancellations - wish was somehow responded to correctly?
Click to expand...
I'm not trying to justify anything just that the cancellation was allocated to the incorrect queue, I will have someone address right away.
 
DrJohnZoidberg said:
Glad you're feeling better. The absence of a single person though shouldn't affect the service levels from the entire company is what I'm trying to say.

I really do appreciate that you have a forum presence though (which is one of the main reasons I signed up in the first place) but regular support channels should work too.

Regarding the backhaul upgrade it does appear that packet loss has been no longer been present during peak hours. There was an outage on Saturday morning at 5am and on Sunday again at around noon, was this related to the upgrades by any chance?
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No sure, the difficulty is that the support desk was not getting any further feedback from Octotel either. I have addressed this with our GM on the support ticket side. Regarding outages if its not on our announcement page then we would have no further information around them. But I wouldn't be surprised if it was related.
 
@PBCool Glad to see you back and well. Any ETA or guess as to when OS will upgrade your capacity in Cape Town?
It really has suddenly got very bad in the evenings now. So much so that it is now routine to switch to vox from 6pm till midnight.
 
Phinix said:
@PBCool Glad to see you back and well. Any ETA or guess as to when OS will upgrade your capacity in Cape Town?
It really has suddenly got very bad in the evenings now. So much so that it is now routine to switch to vox from 6pm till midnight.
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We are hoping by next week they should be complete with their changes.
 
@PBCool still unusable here, CISP/Vumatel 200/200 Northcliff

speedtest-cli --server 2789
Retrieving speedtest.net configuration...
Testing from Cool Ideas Service Provider (Pty) Ltd (155.93.169.XX)...
Retrieving speedtest.net server list...
Retrieving information for the selected server...
Hosted by Vodafone UK (London) [9073.28 km]: 226.921 ms
Testing download speed................................................................................
Download: 8.16 Mbit/s
Testing upload speed......................................................................................................
Upload: 15.70 Mbit/s

and your support is not very helpful, the only thing they do is asking for new speedtest screenshots ...
#COOL-20190204-213099
 
cytracon said:
@PBCool still unusable here, CISP/Vumatel 200/200 Northcliff

speedtest-cli --server 2789
Retrieving speedtest.net configuration...
Testing from Cool Ideas Service Provider (Pty) Ltd (155.93.169.XX)...
Retrieving speedtest.net server list...
Retrieving information for the selected server...
Hosted by Vodafone UK (London) [9073.28 km]: 226.921 ms
Testing download speed................................................................................
Download: 8.16 Mbit/s
Testing upload speed......................................................................................................
Upload: 15.70 Mbit/s

and your support is not very helpful, the only thing they do is asking for new speedtest screenshots ...
#COOL-20190204-213099
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That latency seems high which is why they will want to confirm you are using a cabled device.
 
PBCool said:
That latency seems high which is why they will want to confirm you are using a cabled device.
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Further to this it looks like the return path is using Angola Cables which is why the latency is so high, I still get better results than you do:

Download: 65.71 Mbit/s
Testing upload speed....................................................................................................
Upload: 31.87 Mbit/s
 
speedtest-cli --server 8066
Retrieving speedtest.net configuration...
Testing from Cool-ideas (154.)...
Retrieving speedtest.net server list...
Selecting best server based on ping...
Hosted by Coreix Ltd (London) [9073.28 km]: 195.334 ms
Testing download speed................................................................................
Download: 94.24 Mbit/s
Testing upload speed....................................................................................................
Upload: 42.91 Mbit/s
 
@PBCool check the ticket, I confirmed, that I was using cable.


speedtest-cli --server 2789
Retrieving speedtest.net configuration...
Testing from Cool Ideas Service Provider (Pty) Ltd (155.93.169.XX)...
Retrieving speedtest.net server list...
Retrieving information for the selected server...
Hosted by Vodafone UK (London) [9073.28 km]: 228.305 ms
Testing download speed................................................................................
Download: 4.93 Mbit/s
Testing upload speed......................................................................................................
Upload: 10.60 Mbit/s
 
Last login: Tue Feb 5 15:13:15 2019 from 10.0.1.2
steven@pihole:~$ speedtest-cli --server 8066
Retrieving speedtest.net configuration...
Testing from Cool Ideas Service Provider (Pty) Ltd (155.93.x. X)...
Retrieving speedtest.net server list...
Retrieving information for the selected server...
Hosted by Coreix Ltd (London) [9073.28 km]: 196.386 ms
Testing download speed................................................................................
Download: 67.92 Mbit/s
Testing upload speed......................................................................................................
Upload: 33.87 Mbit/s
steven@pihole:~$

Vuma trenched, 100/100, gigabit lan connection
 
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speedtest-cli --server 8066
Retrieving speedtest.net configuration...
Testing from Cool Ideas Service Provider (Pty) Ltd (155.93.169.XX)...
Retrieving speedtest.net server list...
Retrieving information for the selected server...
Hosted by Coreix Ltd (London) [9073.28 km]: 219.555 ms
Testing download speed................................................................................
Download: 7.23 Mbit/s
Testing upload speed......................................................................................................
Upload: 10.54 Mbit/s
 
cytracon said:
@PBCool check the ticket, I confirmed, that I was using cable.


speedtest-cli --server 2789
Retrieving speedtest.net configuration...
Testing from Cool Ideas Service Provider (Pty) Ltd (155.93.169.XX)...
Retrieving speedtest.net server list...
Retrieving information for the selected server...
Hosted by Vodafone UK (London) [9073.28 km]: 228.305 ms
Testing download speed................................................................................
Download: 4.93 Mbit/s
Testing upload speed......................................................................................................
Upload: 10.60 Mbit/s
Click to expand...
Yes we get hundreds of customers telling us they are using a cable but are still using wireless, hence the screenshot confirmation. It's just part of the support protocol. Which router are you using?
 
cytracon said:
speedtest-cli --server 8066
Retrieving speedtest.net configuration...
Testing from Cool Ideas Service Provider (Pty) Ltd (155.93.169.XX)...
Retrieving speedtest.net server list...
Retrieving information for the selected server...
Hosted by Coreix Ltd (London) [9073.28 km]: 219.555 ms
Testing download speed................................................................................
Download: 7.23 Mbit/s
Testing upload speed......................................................................................................
Upload: 10.54 Mbit/s
Click to expand...
Which network are you on?
 
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