Cool Ideas Fibre ISP - Feedback

[PBCool]

Just a note.. updating customers on twitter and myBB doesn't make sense as we are struggling to actually get online.
SMS notifications?? Telegram?? Pidgeons??

Yeap we need to assess the issue before sending out mass comms, we've re-routed everything bypassing the router at fault.

 

[PBCool]

Habe narrowed down the cause to an access router, busy restoring all the regular routes.

 

[PBCool]

Habe narrowed down the cause to an access router, busy restoring all the regular routes.

Everything back to normal, apologies for the interruption. This kind of thing has to happen at peak time of course.

 

[Looney]

Everything back to normal, apologies for the interruption. This kind of thing has to happen at peak time of course.

PBCool, when are you going to start providing 24/7 support? It's been requested numerous times. Does Cool Ideas plan on offering this.

 

[Bryn]

PBCool, when are you going to start providing 24/7 support? It's been requested numerous times. Does Cool Ideas plan on offering this.

Geez man. What ISP currently offers 24/7 customer support?

 

[PBCool]

PBCool, when are you going to start providing 24/7 support? It's been requested numerous times. Does Cool Ideas plan on offering this.

Nope unfortunately it's not feasible to have guys on the helpdesk 24/7 for when there are short periods of outages like this a few random times a year. We are moving offices in January 2018 that are more geared to do so, should it become feasible.
ISPs that offer 24/7 support usually are more for business customers driven with SLAs in place. And then just offer someone to pickup the phone for their consumer side, but someone on a help desk wouldn't have helped to resolve a network related issue.

It would just get escalated to Netops like it did with us.

 

[darrencon]

Does anyone feel like they are being shaped on downloads? Cool support says they dont even have the capability to shape?

 

[Tinuva]

I assume something in the network changed and now the graphs show less traffic @ https://www.cisp.co.za/network/

 

[Toxic T]

Nope unfortunately it's not feasible to have guys on the helpdesk 24/7 for when there are short periods of outages like this a few random times a year. We are moving offices in January 2018 that are more geared to do so, should it become feasible.
ISPs that offer 24/7 support usually are more for business customers driven with SLAs in place. And then just offer someone to pickup the phone for their consumer side, but someone on a help desk wouldn't have helped to resolve a network related issue.

It would just get escalated to Netops like it did with us.

Fair point, a good idea would be to put up a notice on the website as I was able to access the internet via my 3G or put a notice on your IVR.

 

[sand_man]

Does anyone feel like they are being shaped on downloads? Cool support says they dont even have the capability to shape?

Yeah, I guess it's a case of managing one's expectations.

I've been quite impressed with the product, for the most part.

Having said that I've given notice and this is my notice month and the performance has been by far the worst it has been since signing up in Feb. Coincidence? Or a 'fck you very much for your business' send off? I'd like to believe the former...

I'm moving to VOX uncapped. Cool Ideas has been my first Fibre provider and for the sake of reference I want to test another service provider, hence the move. No other reason. It's unfortunate that the account are locked into a specific ISP. It would be productive from a trouble shooting perspective to be able to switch accounts.

Anyway, I believe there currently changes under way at CISP so while there is this tweaking, performance inconsistencies can be expected...

 

[requiem]

Yeah, I guess it's a case of managing one's expectations.

I've been quite impressed with the product, for the most part.

Having said that I've given notice and this is my notice month and the performance has been by far the worst it has been since signing up in Feb. Coincidence? Or a 'fck you very much for your business' send off? I'd like to believe the former...

I'm moving to VOX uncapped. Cool Ideas has been my first Fibre provider and for the sake of reference I want to test another service provider, hence the move. No other reason. It's unfortunate that the account are locked into a specific ISP. It would be productive from a trouble shooting perspective to be able to switch accounts.

Anyway, I believe there currently changes under way at CISP so while there is this tweaking, performance inconsistencies can be expected...

Would be very useful if they would tell us what changes they are making. The whole cloak and dagger approach leaves a very sour taste

 

[john_deckard]

Yeap issue at Teraco the guys are investigating the cause, please bare with us.

Eish - I like CISP - but not that much! I'm pretty sure you meant to say "bear with us". I'm all for a better notification system though. I keep having to jump onto mybroadband for updates. Can't you guys just send out sms's?

 

[Archer]

Having said that I've given notice and this is my notice month and the performance has been by far the worst it has been since signing up in Feb. Coincidence? Or a 'fck you very much for your business' send off? I'd like to believe the former....

/starts selling tinfoil hats

 

[Saano21]

Yeah, I guess it's a case of managing one's expectations.

I've been quite impressed with the product, for the most part.

Having said that I've given notice and this is my notice month and the performance has been by far the worst it has been since signing up in Feb. Coincidence? Or a 'fck you very much for your business' send off? I'd like to believe the former...

I'm moving to VOX uncapped. Cool Ideas has been my first Fibre provider and for the sake of reference I want to test another service provider, hence the move. No other reason. It's unfortunate that the account are locked into a specific ISP. It would be productive from a trouble shooting perspective to be able to switch accounts.

Anyway, I believe there currently changes under way at CISP so while there is this tweaking, performance inconsistencies can be expected...

Let me know how it goes with VOX ? trying to decide between CISP or VOX for Fibre

 

[Mike Hoxbig]

Nope unfortunately it's not feasible to have guys on the helpdesk 24/7 for when there are short periods of outages like this a few random times a year. We are moving offices in January 2018 that are more geared to do so, should it become feasible.
ISPs that offer 24/7 support usually are more for business customers driven with SLAs in place. And then just offer someone to pickup the phone for their consumer side, but someone on a help desk wouldn't have helped to resolve a network related issue.

It would just get escalated to Netops like it did with us.

That's fair, and it's pretty much what you've said in the past. However it does not need to be 24/7, just extended hours to say 11pm.

If your product is geared towards the consumer and not business, then you should be able to support the consumer during the hours they're most likely to be using it.

Also I wouldn't be so cranky if I at least knew that you're aware of an issue and are working on it. So while you're working on getting extended support hours, an SMS notification would be helpful...

 

[CRE4MPIE]

Goood day MyBB !!

First time poster , First time CoolIdeas Fibre customer ! I made a post over at carb, but the guys recommend i post it here to get some more visibility and traction !

@PBCool is apparently some kinda internet wizard Struggling with my 200/200 Fibre package and international speeds in general. Support indicated some issues with an EDGE router that was resolved this morning.

http://carbonite.co.za/showthread.php?173478-Fibre-Network-Contention-Ratios

So i got my fibre a while ago and was over the moon ! However, considering myself as a "power internet user" I expect nothing but the best quality and performance from my network provider which leads me to the next few questions!

I am looking for people who have fibre and trying to gather a bit of intel! So if you have fibre, please respond here in the using template if possible to try and create a better view on our local South African network landscape!

I am currently on a 200/200 mbit unshaped and uncapped package, however only getting about 5% of that speed internationally at present... GG so lets see what everyone gets! Either there is something wrong or the provider is just not able to provide

To get started head on over to http://beta.speedtest.net and fill in the details below.

Fibre Provider: Vumatel
ISP: CoolIdeas
Line Speed: 200/200 unshaped/uncapped

Looking forward to your responses !
CP out

Peace out !

 

[PBCool]

I assume something in the network changed and now the graphs show less traffic @ https://www.cisp.co.za/network/

During the network issue yeap, traffic levels were normal from just after 12:00

 

[PBCool]

Does anyone feel like they are being shaped on downloads? Cool support says they dont even have the capability to shape?

We don't shape anything and there is always download capacity available, do you have an example?

 

[PBCool]

Yeah, I guess it's a case of managing one's expectations.

I've been quite impressed with the product, for the most part.

Having said that I've given notice and this is my notice month and the performance has been by far the worst it has been since signing up in Feb. Coincidence? Or a 'fck you very much for your business' send off? I'd like to believe the former...

I'm moving to VOX uncapped. Cool Ideas has been my first Fibre provider and for the sake of reference I want to test another service provider, hence the move. No other reason. It's unfortunate that the account are locked into a specific ISP. It would be productive from a trouble shooting perspective to be able to switch accounts.

Anyway, I believe there currently changes under way at CISP so while there is this tweaking, performance inconsistencies can be expected...

We never manipulate anyones traffic, just trying to do so would be a waste of resources. The only thing that could be taking affect is by defaulting out IS's network for international which I have mentioned before. Or on the last mile providers network. Our traffic graph levels are very much in line with normal peaks and dips.

 

[PBCool]

That's fair, and it's pretty much what you've said in the past. However it does not need to be 24/7, just extended hours to say 11pm.

If your product is geared towards the consumer and not business, then you should be able to support the consumer during the hours they're most likely to be using it.

Also I wouldn't be so cranky if I at least knew that you're aware of an issue and are working on it. So while you're working on getting extended support hours, an SMS notification would be helpful...

Again it's around feasibility, we track the amount of calls that come in at certain times, we basically get zero calls after 8PM, we cant be sending everyone SMSs simply because if we send them out at 1am we would have a chunk of our customers cancelling. So as much as I hear you and this requires some more thought. What we are working on is a more, opt into SMS notifications via portal or opt out.

But it's not a simple task unfortunately.