Cool Ideas Fibre ISP - Feedback

[CoolChick]

@PBCool Piss poor service. Another day of crap service and internet. Can you not sit on your ass and eat the money like the rest of SA?

Ticket ID: #COOL-20190402-247012

@mugikhan I have responded to your ticket. One of Vumatel's OLT's went down within your area.

 

[derp90]

Hey Cool Ideas. Could you please try connect me again today? I don’t have internet so I’m feeling sad.

 

[Johnatan56]

Hey Cool Ideas. Could you please try connect me again today? I don’t have internet so I’m feeling sad.

You posted here without an internet connection? Teach me, oh wise one.

 

[VegOtter]

You posted here without an internet connection? Teach me, oh wise one.

 

[leppie]

You posted here without an internet connection? Teach me, oh wise one.

He sent that message via SAPO 21 days ago

 

[derp90]

Is there anything I can do to get my line released? Webafrica tel me it has been released but CoolIdeas tell me it hasn’t.

 

[CoolChick]

Is there anything I can do to get my line released? Webafrica tel me it has been released but CoolIdeas tell me it hasn’t.

Hi Derp,

Please PM with your details so I can have a look for you.

 

[Logo]

Is there anything I can do to get my line released? Webafrica tel me it has been released but CoolIdeas tell me it hasn’t.

Join the club, been dealing with Cool Ideas for three days now trying to move my line and still nothing but promises that someone will phone me but they never do.

I am starting to regret this decision.

 

[Sinbad]

He sent that message via SAPO 21 days ago

LIEZ

At least 3 months ago.

 

[CoolChick]

Join the club, been dealing with Cool Ideas for three days now trying to move my line and still nothing but promises that someone will phone me but they never do.

I am starting to regret this decision.

Hi Logo,

Please PM me your ticket number so that I can chase this up for you

 

[ArtyLoop]

I'm afraid as per lots of feedback tonight, that the "peak hour" congestion has returned. Talking to the Ops Manager at Octotel tomorrow. Again.

Until the network is re-designed and they spend money, it is going to keep coming back like good malaria.
Octotel = FAIL!

 

[MDE]

Until the network is re-designed and they spend money, it is going to keep coming back like good malaria.
Octotel = FAIL!

Apparently there is a lot going on in the background, so lets wait and see if things change...

 

[ArtyLoop]

Apparently there is a lot going on in the background, so lets wait and see if things change...

Yeah I believe so.. decisions, decisions, which colour, what leather, sat nav, etc

 

[Sargeant]

Hi @Sargeant - sincere apologies for this. I am following up on your query with the relevant tech who has been dealing with your ticket. I will be sure to have a tech revert back to you with their findings.

Hi CoolChick,
So after waiting nearly 2 months for a response, it is basically that "CISP do not guarantee international speeds". Great, thanks for nothing. I see there are many other clients currently fob off in the same way without any explanation as to the underlying issue. I first noticed a distinct drop in International speeds around February 2017 and since then I have seen ISP's make all kinds of excuses but, never actually giving proper reasons for the shocking state of our service. Why, prior to February 2017, could I easily get an average 70Mbps to an international servers and now I am told by CISP I should feel privileged if I get 4Mbps???

 

[ArtyLoop]

Hi CoolChick,
So after waiting nearly 2 months for a response, it is basically that "CISP do not guarantee international speeds". Great, thanks for nothing. I see there are many other clients currently fob off in the same way without any explanation as to the underlying issue. I first noticed a distinct drop in International speeds around February 2017 and since then I have seen ISP's make all kinds of excuses but, never actually giving proper reasons for the shocking state of our service. Why, prior to February 2017, could I easily get an average 70Mbps to an international servers and now I am told by CISP I should feel privileged if I get 4Mbps???

They also told me that, and I got really pissed off, but in the end I chose to do what I needed to do.

 

[TheRoDent]

Hi CoolChick,
So after waiting nearly 2 months for a response, it is basically that "CISP do not guarantee international speeds". Great, thanks for nothing. I see there are many other clients currently fob off in the same way without any explanation as to the underlying issue. I first noticed a distinct drop in International speeds around February 2017 and since then I have seen ISP's make all kinds of excuses but, never actually giving proper reasons for the shocking state of our service. Why, prior to February 2017, could I easily get an average 70Mbps to an international servers and now I am told by CISP I should feel privileged if I get 4Mbps???

The simple fact is that packet loss on a fibre line, causes international speeds to degrade much more than local speeds. This is due to the fact that the TCP is affected by higher latency (overseas) and packet loss much more dramatically than on a local TCP connection with lower latency, and the same amount of packet loss.

We are all aware of issues on Octotel's network. @CoolChick will ask you to do some basic iperf tests during peak times to confirm whether this is the case on your line.

I will then add you to the list of references that I escalate and whine about at Octotel on a weekly basis.

 

[TheRoDent]

Not even sure if it's a peak hour thing, but something is definitely busted. 00:20 and look at these international speeds. This is wired btw.

Please PM @CoolChick and do some iperf diagnostics for us.

 

[GhostSixFour]

So I tested the line last night. There is still some packet loss - mostly prominent on the international servers being pinged. However, there was 2% packet loss on a local server.

I am not sure whether I should open a ticket, I've kind of been under the impression that due to the amount of people complaining, the fix should be implemented regardless.

Regardless, I need to write an online exam, and I'll have to be at the office earlier to do so as I don't trust my line to hold up for the duration. But hey, I saw the debit order went off without any packet loss.

What is the process when returning the router? Cause I'm not sure how much longer I can actually live with an internet connection more unstable than the 2mbps dsl line I had previously. Couldn't even upgrade to a 10mbps as the copper was too crap..

 

[topdog]

@CoolChick RESENT: can you please look at COOL-20190204-213236

 

[TheRoDent]

So I tested the line last night. There is still some packet loss - mostly prominent on the international servers being pinged. However, there was 2% packet loss on a local server.

I am not sure whether I should open a ticket, I've kind of been under the impression that due to the amount of people complaining, the fix should be implemented regardless.

Regardless, I need to write an online exam, and I'll have to be at the office earlier to do so as I don't trust my line to hold up for the duration. But hey, I saw the debit order went off without any packet loss.

What is the process when returning the router? Cause I'm not sure how much longer I can actually live with an internet connection more unstable than the 2mbps dsl line I had previously. Couldn't even upgrade to a 10mbps as the copper was too crap..

Please provide some IP's that you are experiencing loss to. And please do log a ticket and escalate it to @CoolChick.