Cool Ideas Fibre ISP - Feedback

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tardomatic said:
@TheRoDent

COOL-20181018-161418

I've had a test device (FrogFoots apparently) attached to my ONT for about a month now. Duwane came to install it. I have been trying to get feedback from Duwane for the past 3 weeks, and am not getting any joy. Getting slightly annoyed at service levels.
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Please PM me your details, and Duwane will get our probe from Claremont to you tomorrow.
 
@PBCool I just signed up with you guys, and it worked wonderfully. My only problem is I go from my 20mbps to between 1 - 4Mbps when using PrivateVPN to US or UK. Why would that be? There were no issues on my ADSL line before.
 
John Tempus said:
@PBCool I opened ticket with same question but no response yet. How do I switch to the 1000/100 package from my current 200/200, I would like to check it out see what the fuss is about. Also it does not hurt that it is R20 cheaper per month than the 200/200.

Now the problem is that vumatel shop does not show the 1000/100 package, how do I switch to it and considering I already paid for 200/200 this month I assume the switch to the 1000/100 would not incur extra cost for March ?
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You did read this?


"*The 1Gbps package offers 1000Mbps of local download and 100Mbps of international download speeds. The upload for both routes are 100Mbps "
 
jannier said:
You did read this?


"*The 1Gbps package offers 1000Mbps of local download and 100Mbps of international download speeds. The upload for both routes are 100Mbps "
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Oh boy I did not see that. Nevermind that option then.

@PBCool you guys going to offer an actual 1000/100 , 1000/1000 thats not restricted to 1000 local only ? I am a bit surprised in that * about it being local only, there is other service providers with similar 1000/100 unshaped packages at under R2k a month so I did not even think cisp restricted it to local only.
 
@PBCool - posting something here because I don't seem to be getting a response from my ticket - now 48 hours old. [Ticket ID: COOL-20190304-228830]

Lousy international speeds and they seem to be getting worse. Trenched VUMA fibre in Auckland Park, Joburg - 100/100 CISP package. I am getting the 100/100 on local (Cool Ideas Speedtest), but not a fraction of that on anything international - see the below tests:

1551900282436.png

Streaming an international HD video is miserable when you are getting these download speeds.

From reading other posts - seems like this is packet loss somewhere - perhaps in my suburb, otherwise many others would be complaining of the same issue. But how do I go about getting something done?

Any help appreciated.
 
John Tempus said:
Oh boy I did not see that. Nevermind that option then.

@PBCool you guys going to offer an actual 1000/100 , 1000/1000 thats not restricted to 1000 local only ? I am a bit surprised in that * about it being local only, there is other service providers with similar 1000/100 unshaped packages at under R2k a month so I did not even think cisp restricted it to local only.
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Go look at the packages properly of the "other options"

We have not launched this yet, and there is a lot of work to be done.

But let's be realistic, I'd have to charge you upward of R20k a month for a 1Gbps international service.
 
John Tempus said:
Oh boy I did not see that. Nevermind that option then.

@PBCool you guys going to offer an actual 1000/100 , 1000/1000 thats not restricted to 1000 local only ? I am a bit surprised in that * about it being local only, there is other service providers with similar 1000/100 unshaped packages at under R2k a month so I did not even think cisp restricted it to local only.
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That is the same reason why I'm sticking with my 200/200 package for now.
 
qwert said:
@PBCool - posting something here because I don't seem to be getting a response from my ticket - now 48 hours old. [Ticket ID: COOL-20190304-228830]

Lousy international speeds and they seem to be getting worse. Trenched VUMA fibre in Auckland Park, Joburg - 100/100 CISP package. I am getting the 100/100 on local (Cool Ideas Speedtest), but not a fraction of that on anything international - see the below tests:

View attachment 628642

Streaming an international HD video is miserable when you are getting these download speeds.

From reading other posts - seems like this is packet loss somewhere - perhaps in my suburb, otherwise many others would be complaining of the same issue. But how do I go about getting something done?

Any help appreciated.
Click to expand...

OS 100/50, PTA East

Screenshot from 2019-03-07 08-04-56.png
 
TheRoDent said:
Go look at the packages properly of the "other options"

We have not launched this yet, and there is a lot of work to be done.

But let's be realistic, I'd have to charge you upward of R20k a month for a 1Gbps international service.
Click to expand...

I agree it will cost more but 200/200 at R1500 then suggesting a 1000/100 or 1000/1000 should cost around R20k does not really add up with arithmetic. So I am open for realistic numbers or even a different approach to such a package perhaps some form of shaping would be in order on certain protocols that reduce things down to 200/200 that is the case with the other offerings who have it at <R2k.
 
Slinetpixel said:
OS 100/50, PTA East

View attachment 628744
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Thanks @Slinetpixel . Not great results, but significantly better than mine - so maybe this is a Vuma/local thing?

Anyone else got feedback with international speeds? I would like to isolate the problem (ISP or fibre provider or maybe just me!). It can't be acceptable that I can't get consistent 40Mbps downloads for R1200+ per month. This isn't 2012.

Would be great if CISP could at least acknowledge me some time. Still nothing on my ticket - #COOL-20190304-228830
 
@PBCool - I'm trying to do a line upgrade and was told by your ticketing service that I need to process it on the Vuma Portal - this seems counter intuitive.

Regardless, I did this last week and when I followed up with you call centre was told that there is no upgrade request and I need to go through the (unnecessarily) lengthy process again. I complained and was told that a consultant will phone me.

No one phoned, but yesterday I received an email from Vuma with an Installation Order Confirmation - is this the correct process? Why is a new installation required for a line upgrade?

Ticket: COOL-20190301-227164

EDIT: UPDATE: Vuma says that I did not need to place a new order - they are cancelling the duplicate order and have provided me with a VT-OB-number to give to CISP. Very frustrating!
 
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PhreakBoy said:
@PBCool - I'm trying to do a line upgrade and was told by your ticketing service that I need to process it on the Vuma Portal - this seems counter intuitive.

Regardless, I did this last week and when I followed up with you call centre was told that there is no upgrade request and I need to go through the (unnecessarily) lengthy process again. I complained and was told that a consultant will phone me.

No one phoned, but yesterday I received an email from Vuma with an Installation Order Confirmation - is this the correct process? Why is a new installation required for a line upgrade?

Ticket: COOL-20190301-227164

EDIT: UPDATE: Vuma says that I did not need to place a new order - they are cancelling the duplicate order and have provided me with a VT-OB-number to give to CISP. Very frustrating!
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Ill investigate for you, if you are on trenched it's just a process of logging into the Vumatel portal and ordering the new package. We can manually do this for you as well. It is a bit counter intuitive but this is the way the Vumatel portal works.
 
John Tempus said:
I agree it will cost more but 200/200 at R1500 then suggesting a 1000/100 or 1000/1000 should cost around R20k does not really add up with arithmetic. So I am open for realistic numbers or even a different approach to such a package perhaps some form of shaping would be in order on certain protocols that reduce things down to 200/200 that is the case with the other offerings who have it at <R2k.
Click to expand...

That is the basic idea yes, provide 1Gbps locally and a lower international portion to make it competitive.
 
qwert said:
Thanks @Slinetpixel . Not great results, but significantly better than mine - so maybe this is a Vuma/local thing?

Anyone else got feedback with international speeds? I would like to isolate the problem (ISP or fibre provider or maybe just me!). It can't be acceptable that I can't get consistent 40Mbps downloads for R1200+ per month. This isn't 2012.

Would be great if CISP could at least acknowledge me some time. Still nothing on my ticket - #COOL-20190304-228830
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We are investigating all cases, it is just difficult with the amount of requests like this we get. We should have more devices to go out soon enough for further troubleshooting.
 
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