Cool Ideas Fibre ISP - Feedback

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@TheRoDent @PBCool Any update on fixing the/my routing issues. Been happening since April 4th, around 14:00.

Code: 
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                              ZyXEL.Home -    0 |   11 |   11 |    1 |    2 |    7 |    2 |
|                             154.0.0.245 -    0 |   11 |   11 |    3 |    5 |   16 |    3 |
|                             154.0.4.162 -    0 |   11 |   11 |    3 |    5 |   16 |    3 |
|                              154.0.1.33 -    0 |   11 |   11 |   22 |   27 |   51 |   24 |
|                              154.0.5.98 -    0 |   11 |   11 |   23 |   27 |   51 |   23 |
|                             154.0.5.148 -    0 |   11 |   11 |   22 |   27 |   52 |   23 |
|                        cdns1.cisp.co.za -    0 |   11 |   11 |   23 |   27 |   53 |   24 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
 
Not sure if it's a cool ideas thing or a router-specific problem, but I've had problems accessing the ABSA App and or website when using my home (cool ideas) wifi. Works fine on my Cell-C connection (i.e. mobile or hotspot to laptop).

In short it connects to Absa, but when I try to logon it hangs and says no connection -- most other sites work, but sometimes I do connect and end up with a simple/broken HTML page (no imgs etc.) until I hit refresh and then fine again?

Is this packet loss? Or DNS? Or something else?

What's the best way to start resolving the issue.
 
Another CISP & Vumatel school initiative went live in Durban in the last few days, 1000/100mbit.

So far so good, seems to be performing quite well:

Local
local.png

International
international.png

School is certainly very happy!
 
image132 said:
Then how does the proxy magically fix my issue? I still can't wrap my head around what I posted above. Its almost like Octotel are applying shaping to me.
Click to expand...
The proxy mitigates the packet loss by relaying your TCP stream over a low latency connection where the retransmits can happen fast.

The proxy doesn't have any packetloss to the UK, however you do, which affects performance.

Looks like another fun week with me and Octotel.

We are moving to a their new NNI infrastructure this week, just waiting on an exact time and date.
 
TheRoDent said:
Looks like another fun week with me and Octotel.

We are moving to a their new NNI infrastructure this week, just waiting on an exact time and date.
Click to expand...

Sorry if this is a silly question but how will this help with international issues? My last mile and local (within SA) traffic seems fine but I drop down to 1-3mbps for international connectivity.
 
TheRoDent said:
The proxy mitigates the packet loss by relaying your TCP stream over a low latency connection where the retransmits can happen fast.

The proxy doesn't have any packetloss to the UK, however you do, which affects performance.

Looks like another fun week with me and Octotel.

We are moving to a their new NNI infrastructure this week, just waiting on an exact time and date.
Click to expand...

I don't want to be THAT guy but are you sure there are competent people working at Octotel? Why did they use networking equipment thats prone to packet loss in the first place? I mean if nothing else my proxy test proves there is no capacity issue, either with you guys or Octotel so thats at least some good news.

Anyway I appreciate your help with Octotel non the less. Thank you.

ThatGuy_ZA said:
Sorry if this is a silly question but how will this help with international issues? My last mile and local (within SA) traffic seems fine but I drop down to 1-3mbps for international connectivity.
Click to expand...

If you have the same issue I did packet loss affect international significantly more than it does local because the re-transmit times for an international packet is way higher thanks to its distance. With local the latency is so low its hardly noticeable when packet loss happens.
 
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image132 said:
I don't want to be THAT guy but are you sure there are competent people working at Octotel? Why did they use networking equipment thats prone to packet loss in the first place?
Click to expand...
Get-rich-quick schemes 101. As for competent people there, probably very, when it comes to extracting profits. Pretty sure they got new Mercs and Range Rovers the other day
 
Local

International

@PBCool I guess you don't want me as a customer?

1554730276407.png
Opened 25 of March, and the last reply from the person "managing" my ticket was 2 of April, that Buhle was the person I called after you failed your "scheduled" "call back".

This is the last communication from my ticket "manager":
1554730399829.png
So generic response besides the other template response on the 1 April:
1554730474033.png
Wasn't resolved, occurred long before that DDoS attack and replies are days apart. Wtf is the point of calling in if I get low level support staff that can't actually do anything?
"Call in" you say, since "urgent", how does that help? Should I send the invoices for my airtime to you? Should I start billing you my work rates for following up and then specialist doctor rates and senior developer rates for family that get annoyed and lose work since the international issue/get random connection drop that even your support staff see on their side of the system?

Can I pay a random number between 8-40% of my costs since that's all I am getting besides the inconvenience caused?

This one calendar month notice will just mean I complain more and more on your forum, site, FB page, I'll probably open a twitter account to complain as well. You're worse than Afrihost now, since they at least replied once every 48 hours, even if it was useless, but at least it was at a higher level than "Faith", whom I have no Faith in.

Oh, and Frogfoot, CT, in case the ticket number is difficult to follow up on, added it into the screenshot.

Regards,
A quite annoyed "customer".
 
DWJ said:
@PBCool, I sent you a PM regarding a ticket that has been open since 9 January 2019, the ticket is still not resolved. All they need to to is activate my line, I requested them to downgrade it effective 1 March, instead it was cancelled. Its now the 8th of April and the line is still terminated with no feedback whatsoever??
Click to expand...

Looping in @CoolChick, the ticket number is #COOL-20190109-197660
 
Johnatan56 said:
Local

International

@PBCool I guess you don't want me as a customer?

View attachment 643240
Opened 25 of March, and the last reply from the person "managing" my ticket was 2 of April, that Buhle was the person I called after you failed your "scheduled" "call back".

This is the last communication from my ticket "manager":
View attachment 643242
So generic response besides the other template response on the 1 April:
View attachment 643250
Wasn't resolved, occurred long before that DDoS attack and replies are days apart. Wtf is the point of calling in if I get low level support staff that can't actually do anything?
"Call in" you say, since "urgent", how does that help? Should I send the invoices for my airtime to you? Should I start billing you my work rates for following up and then specialist doctor rates and senior developer rates for family that get annoyed and lose work since the international issue/get random connection drop that even your support staff see on their side of the system?

Can I pay a random number between 8-40% of my costs since that's all I am getting besides the inconvenience caused?

This one calendar month notice will just mean I complain more and more on your forum, site, FB page, I'll probably open a twitter account to complain as well. You're worse than Afrihost now, since they at least replied once every 48 hours, even if it was useless, but at least it was at a higher level than "Faith", whom I have no Faith in.

Oh, and Frogfoot, CT, in case the ticket number is difficult to follow up on, added it into the screenshot.

Regards,
A quite annoyed "customer".
Click to expand...
CoolChick said:
Hi there,

do you have an existing issue/ticket reference that I can assist you with/
Click to expand...
...
Is that a joke?
 
zolly said:
At least one of his ticket numbers is in the screenshots on his post.
And at the same time, it would have taken you 2 seconds to post your ticket number (numbers).
Click to expand...
I added the ticket to the screenshot on purpose. If they can't be bothered to actually look at the post, what's the point of a useless agent? How can I trust that they'll even read the ticket if they can't look at the above post?

EDIT:
#COOL-20190408-250364 another nice ticket with accounts.
#COOL-20190325-241271 is the original
and maybe I should add another one for the line drop as the original is only about bad international. Then I'll have a 3x chance of replies maybe? Their system can then average one reply every 2 days instead of 1 every week.

EDIT2:
#COOL-20190408-250366 Random line drops

Hope that reflects badly on your internal metrics.
 
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Johnatan56 said:
I added the ticket to the screenshot on purpose. If they can't be bothered to actually look at the post, what's the point of a useless agent? How can I trust that they'll even read the ticket if they can't look at the above post?

EDIT:
#COOL-20190408-250364 another nice ticket with accounts.
#COOL-20190325-241271 is the original
and maybe I should add another one for the line drop as the original is only about bad international. Then I'll have a 3x chance of replies maybe? Their system can then average one reply every 2 days instead of 1 every week.

EDIT2:
#COOL-20190408-250366 Random line drops

Hope that reflects badly on your internal metrics.
Click to expand...
That's not very nice ! ;-/
 
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