Cool Ideas Fibre ISP - Feedback

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CoolChick said:
Hi Deadmanza
We do have our faults but we work hard to avoid these and fix them where necessary. We are terribly sorry for this. Please DM me your reference number so that I can get one of my team members to assist you in this regard.
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I am sorry but ignoring not 1 but 3 tickets, with multiple replies from a customer is unacceptable. It was over the course of the whole weekend! From Friday night.
I am sending you the ticket numbers I await to hear the generic reason why these weren't answered or attended to.
 
semaphore said:
You're acting as if we should feel bad for them? When we're paying a premium every month and expect COMMUNICATION. This what it boils down too.
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A premium? Their prices are dead average for an uncapped service on Octotel. Not sure about which network you're on.

I agree if I had half the problems most people had here (I was experiencing similar problems to Image until recently), I'd likely be annoyed as well, but I wouldn't be raging about it here, especially since at this point we already know communication on certain issues has been a problem. Again, if you're not happy with your service, take your money elsewhere. That's the one thing companies across the board understand.

I know at least a couple of people here have mentioned downgrading to ADSL because of the issues with Octotel/fiber in their area. Maybe you should consider alternatives since the fiber/fiber providers in your area are bad.
 
Just wanted to check, the 'coolest' (1GB/100) Package, will that only be for trenched users and not for aerial (fibrehoods)?
 
CoolChick said:
Hi Deadmanza
We do have our faults but we work hard to avoid these and fix them where necessary. We are terribly sorry for this. Please DM me your reference number so that I can get one of my team members to assist you in this regard.
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You guys just don't seem to get it, people are not pissed off about your faults (network). Its the lack of communication to your clients that makes them angry. This has been explained countless times, if CI are still unable to grasp the basic concept of client relations then they're doomed.

This network has been plagued with issues since last week, nothing gets announced, Saturday same issue, Sunday more issues, then "router faults", then "UDP attacks", then "Faulty connectors". I mean really which issues are real and which are not?
 
TheRoDent said:
We did experience a DDOS, yes. We also replaced a faulty optic on a longhaul cable as I posted earlier.
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Thanks, I appreciate that the forum over this has been a bit aggressive as people clamored for answers and had little to go on, so you cant really blame us... and you have been in the firing line which also sucks, and thanks for a little clarity, I know it was mentioned earlier but simply, was this the cause of the broader issues on Saturday and Sunday over and above the DDoS? Was the faulty optical connector the reason a lot of people were having disconnects and drops etc?

A quick "Hey guys that little, very expensive bit of optical equipment failed and we fixed it and it was the reason you all could not play games and stream etc." would most likely have gone down quite well for most of us and we would have appreciated it more then long gaps of silence.

I am sure most of us appreciate that you take the time to come on here, even though it could be spent doing far more important things, so thanks for at least taking the time to come on and chat to us. Just, you know, give a little more detail as it told us something was wrong but did not tell us if it actually fixed the bulk of our issues. We don't know if you have more breakouts than that one where the faulty bit of equipment was.

Anyway thanks for taking the time to come and talk to us, really hope the issue is resolved.

And get Certified!! :p:p:p
 
Jordan_Za said:
The Company must manage expectations on behalf of their clients.
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In regards to communication I agree these guys can definitely pick things up a bit in that regard, but the way some people are raging here... Look, I **** people out a lot more than I used to, but I do it once, say what needs to be said, and then carry on with my life.

In regards to their customer support numbers, I called once, and never again. I've openly stated before that I agree their call center support are basically bottom of the barrel, which is pretty much every single ISP in South Africa.
 
TheRoDent said:
We did experience a DDOS, yes. We also replaced a faulty optic on a longhaul cable as I posted earlier.
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Forgot to add, can you confirm that the issues are actually gone though? Will we be able to game and stream and will we not get randomly dropped from the servers while we pew pew? We actually still do not have clarity on this... :whistling:
 
WickedMONK3Y said:
Forgot to add, can you confirm that the issues are actually gone though? Will we be able to game and stream and will we not get randomly dropped from the servers while we pew pew? We actually still do not have clarity on this... :whistling:
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Lol, pew pew!
 
WickedMONK3Y said:
Thanks, I appreciate that the forum over this has been a bit aggressive as people clamored for answers and had little to go on, so you cant really blame us... and you have been in the firing line which also sucks, and thanks for a little clarity, I know it was mentioned earlier but simply, was this the cause of the broader issues on Saturday and Sunday over and above the DDoS? Was the faulty optical connector the reason a lot of people were having disconnects and drops etc?

A quick "Hey guys that little, very expensive bit of optical equipment failed and we fixed it and it was the reason you all could not play games and stream etc." would most likely have gone down quite well for most of us and we would have appreciated it more then long gaps of silence.

I am sure most of us appreciate that you take the time to come on here, even though it could be spent doing far more important things, so thanks for at least taking the time to come on and chat to us. Just, you know, give a little more detail as it told us something was wrong but did not tell us if it actually fixed the bulk of our issues. We don't know if you have more breakouts than that one where the faulty bit of equipment was.

Anyway thanks for taking the time to come and talk to us, really hope the issue is resolved.

And get Certified!! :p:p:p
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The DDOS was an entirely seperate issue, but resulted in pronounced packet loss and international slowdowns.

As for the optics: We were trying to isolate the fault over the weekend, but access to physical locations, fibre backhaul vendors, and equipment held us up until it was finally pinpointed and resolved this morning. It was also not a consistent issue, which made it hard to resolve.

Our network is pretty large, and complex, I can't exactly give you a diagram here on a public forum.

We do try and be as transparent as possible.

There was another DDOS attack this afternoon, but it was successfully mitigated. They happen all the time, but they don't always affect our network.
 
zolly said:
A premium? Their prices are dead average for an uncapped service on Octotel. Not sure about which network you're on.

I agree if I had half the problems most people had here (I was experiencing similar problems to Image until recently), I'd likely be annoyed as well, but I wouldn't be raging about it here, especially since at this point we already know communication on certain issues has been a problem. Again, if you're not happy with your service, take your money elsewhere. That's the one thing companies across the board understand.

I know at least a couple of people here have mentioned downgrading to ADSL because of the issues with Octotel/fiber in their area. Maybe you should consider alternatives since the fiber/fiber providers in your area are bad.
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Maybe you should rather keep your complacent attitude to yourself? If you're okay with accepting shitty service then that's all fine. But I pay for my service and expect it work, and if you did not see it for the hundredth time, I am okay with network issues, It does not phase me. Again the customer support is the problem here. So honestly please don't bother replying my posts, I'm really not all too concerned with anything you have to say.
 
TheRoDent said:
The DDOS was an entirely seperate issue, but resulted in pronounced packet loss and international slowdowns.

As for the optics: We were trying to isolate the fault over the weekend, but access to physical locations, fibre backhaul vendors, and equipment held us up until it was finally pinpointed and resolved this morning. It was also not a consistent issue, which made it hard to resolve.

Our network is pretty large, and complex, I can't exactly give you a diagram here on a public forum.

We do try and be as transparent as possible.

There was another DDOS attack this afternoon, but it was successfully mitigated. They happen all the time, but they don't always affect our network.
Click to expand...

When did this device start failing? I am getting reports from residents in my complex that they had issues since around Thursday?

And if you were well aware of this device failing last week why did you not give us a fair warning? Instead of leaving us all in the dark
 
TheRoDent said:
The DDOS was an entirely seperate issue, but resulted in pronounced packet loss and international slowdowns.

As for the optics: We were trying to isolate the fault over the weekend, but access to physical locations, fibre backhaul vendors, and equipment held us up until it was finally pinpointed and resolved this morning. It was also not a consistent issue, which made it hard to resolve.

Our network is pretty large, and complex, I can't exactly give you a diagram here on a public forum.

We do try and be as transparent as possible.

There was another DDOS attack this afternoon, but it was successfully mitigated. They happen all the time, but they don't always affect our network.
Click to expand...

Thank you, that helps us all understand the issue a little better I hope. I cannot speak for everybody but sometimes I forget that networks are not an easy thing to diagnose when they are spread out over a large geographical area and expect it's something simple to resolve. Thanks for taking the time to clarify as per your post. It is appreciated more than you realise.
 
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