Cool Ideas Fibre ISP - Feedback

[PBCool]

Same issue here... I have reported it to both Cool Ideas and Vumatel and no resolution for almost a month now. I am on 200mbps and constantly getting 2mbps every evening from 6:30 to 11pm sometime even 12pm. Cool Ideas are sure that its Vumatel congestion/line saturation and Vumatel has already changed my CPE and Port and no improvement. But now this opens up the possibility that it might be ISP related as you are in Robindale and I am in Weltevreden Park, so cannot be line saturation in two different areas.

I am still waiting on Robin and Paul from Cool Ideas to get something done with this issue, but my patience is running off as I end up paying R 1500 p/m for 2mbps internet. What makes me mostly upset is that both parties are acting like its not their fault and they have the nerve to tell me that everything is fine from their end. Also from the time I logged my call I see more and more people posting the same issue and nothing has been done for so long.

This is my speedtests to London: http://www.speedtest.net/result/7084850153.png exactly the same as yours.

Perhaps its time to move to another ISP, maybe the problems will dissapear.

I understand the frustration and this cropping up more as mentioned before, unfortunately we are in Vumatels hands in this situation, it has been escalated as much as possible.

There can most definitely be network saturation in two different areas.

If it was an issue on our side we would be aware of it and it would be affecting everyone.

 

[valtron]

Same issue here... I have reported it to both Cool Ideas and Vumatel and no resolution for almost a month now. I am on 200mbps and constantly getting 2mbps every evening from 6:30 to 11pm sometime even 12pm. Cool Ideas are sure that its Vumatel congestion/line saturation and Vumatel has already changed my CPE and Port and no improvement. But now this opens up the possibility that it might be ISP related as you are in Robindale and I am in Weltevreden Park, so cannot be line saturation in two different areas.

I am still waiting on Robin and Paul from Cool Ideas to get something done with this issue, but my patience is running off as I end up paying R 1500 p/m for 2mbps internet. What makes me mostly upset is that both parties are acting like its not their fault and they have the nerve to tell me that everything is fine from their end. Also from the time I logged my call I see more and more people posting the same issue and nothing has been done for so long.

This is my speedtests to London: http://www.speedtest.net/result/7084850153.png exactly the same as yours.

Perhaps its time to move to another ISP, maybe the problems will dissapear.

Yes I agree, time to move to another ISP, not buying the last mile explanation bull****

 

[PBCool]

Yes I agree, time to move to another ISP, not buying the last mile explanation bull****

You can buy what you like, just being honest.

All traffic on our network is treated equally, so it would be affecting everyone if we were reaching congestion on our side.

 

[Mr Scratch]

think the magic mushrooms powering your network are ripe now

 

[macedon]

I understand the frustration and this cropping up more as mentioned before, unfortunately we are in Vumatels hands in this situation, it has been escalated as much as possible.

There can most definitely be network saturation in two different areas.

If it was an issue on our side we would be aware of it and it would be affecting everyone.

Hi Paul,

I understand you, however that is not enough, by just escalating issue for almost a month? By now you as an ISP should have received feedback from Vumatel and action plan on how to resolve the issue as its impacting your clients big time. It should be on every priority list when your clients are getting 1-2% speeds of what they are paying for!

I said it before, I am paying you as an ISP a monthly fee, not Vumatel, so at the end of the day I dont care about Vumatel as I dont deal with them, I dont pay them for any service either. So I am expecting from you to resolve this problem whether its on your side or vumatel's, because at the moment I/we are receiving a crappy service from you.

I hope you understand us as well and put this on your priority list and resolve it soonest.. it cannot be that Vumatel would just ignore your escalations for so long, after all you are ISP, your businesses depend on each other. If we are fair to each other then I should be really paying you for a 2-10mbps fibre service not 200mbps! Thats like buying and paying off a mercedes car but getting one wheel of it only.

Thanks
Regards,

 

[PBCool]

Hi Paul,

I understand you, however that is not enough, by just escalating issue for almost a month? By now you as an ISP should have received feedback from Vumatel and action plan on how to resolve the issue as its impacting your clients big time. It should be on every priority list when your clients are getting 1-2% speeds of what they are paying for!

I said it before, I am paying you as an ISP a monthly fee, not Vumatel, so at the end of the day I dont care about Vumatel as I dont deal with them, I dont pay them for any service either. So I am expecting from you to resolve this problem whether its on your side or vumatel's, because at the moment I/we are receiving a crappy service from you.

I hope you understand us as well and put this on your priority list and resolve it soonest.. it cannot be that Vumatel would just ignore your escalations for so long, after all you are ISP, your businesses depend on each other. If we are fair to each other then I should be really paying you for a 2-10mbps fibre service not 200mbps! Thats like buying and paying off a mercedes car but getting one wheel of it only.

Thanks
Regards,

Obviously, but there are processes in place and escalations processes that need to be followed as businesses with agreements between each other.

Hence the swap out and port change to start with then they would allocate it to their active team etc.

If we could move this issue on any faster we would obviously, but it isn't something we have control over aside from our escalations process with managers, account managers and directors which we have been doing.

 

[valtron]

Obviously, but there are processes in place and escalations processes that need to be followed as businesses with agreements between each other.

Hence the swap out and port change to start with then they would allocate it to their active team etc.

If we could move this issue on any faster we would obviously, but it isn't something we have control over aside from our escalations process with managers, account managers and directors which we have been doing.

Ok here we go again
Ive got 2.45 Mbps to London on my 100Mbps Vumatel Cool Ideas fibre. And yes it's not on wifi. Have attached speed test to randburg as well
Have been told again as a reply on the last ticket I send in, that I must not expect more than 30:1 download speed international "when the lines are busy"

Whoever is looking at getting Cool Ideas as an ISP, BEWARE OF THESE THIEVES !!!! THey are taking R1100 out my account every month to supply me with less than 3MBps download speed overseas. Oh by the way, 102/2.45 is 41:1 not 30:1 ...

And I quote from the reply to my ticket ...

Hi Val,

Unfortunately we can't guarantee anything close to a 1:1 contention ratio on international traffic, however we do try to stay ahead of our competitors when it comes to speeds. You'll most likely see anything from 10:1 to 30:1 when our networks are at their peak. During our quieter times, you might even see a 2:1 contention ratio.

Please keep in mind that these speeds are dependent on the server that you are downloading from and various other factors such as latency and TCP buffer do come into play.

Please do feel free to let us know if you do find anything particularly slow on international traffic as we'll always try investigate to try and get you the best speeds we can.

Please go to www.speedtest.net and choose the Cool Ideas Randburg Server. Once this is done, please begin the test and take a full screen shot showing that it’s over a cable.



can't attach the speedtest to Randburg because of exceeding my quota on the forum, but it's 102.93 Mb down and 10.92 up

 

[PBCool]

Ok here we go again
Ive got 2.45 Mbps to London on my 100Mbps Vumatel Cool Ideas fibre. And yes it's not on wifi. Have attached speed test to randburg as well
Have been told again as a reply on the last ticket I send in, that I must not expect more than 30:1 download speed international "when the lines are busy"

Whoever is looking at getting Cool Ideas as an ISP, BEWARE OF THESE THIEVES !!!! THey are taking R1100 out my account every month to supply me with less than 3MBps download speed overseas. Oh by the way, 102/2.45 is 41:1 not 30:1 ...

And I quote from the reply to my ticket ...

Hi Val,

Unfortunately we can't guarantee anything close to a 1:1 contention ratio on international traffic, however we do try to stay ahead of our competitors when it comes to speeds. You'll most likely see anything from 10:1 to 30:1 when our networks are at their peak. During our quieter times, you might even see a 2:1 contention ratio.

Please keep in mind that these speeds are dependent on the server that you are downloading from and various other factors such as latency and TCP buffer do come into play.

Please do feel free to let us know if you do find anything particularly slow on international traffic as we'll always try investigate to try and get you the best speeds we can.

Please go to www.speedtest.net and choose the Cool Ideas Randburg Server. Once this is done, please begin the test and take a full screen shot showing that it’s over a cable.

View attachment 502055

can't attach the speedtest to Randburg because of exceeding my quota on the forum, but it's 102.93 Mb down and 10.92 up

Thieves is a bit of a harsh word when other parts of the network are perfectly normal.

You are welcome to cancel but would love to try and have your issue resolved before you do so.

 

[air]

just a question from me, how does 10:1, 30:1 align with previously stated numbers that international ramps up to 70% of capacity during peak?

 

[PBCool]

just a question from me, how does 10:1, 30:1 align with previously stated numbers that international ramps up to 70% of capacity during peak?

Contention is a seperate argument, technically speaking if an ISP states they offer a 1:1 contention this means that if they have 1000x 50Mbps customers this means they would have 50Gbps of international backhaul and longhaul capacity available for those particular customers.

This is never the case as every ISP aggregates their capacity, the more particular thing is to make sure your last mile is incontended which is the issue here.

To give you an idea the largest of networks in this country have around 100Gbps of national capicity that service over hundreds of thousands of customers.

That being said I that response as a default isn't acceptable though, and I am busy with our support process around this.

I can assure you we never saturate our international capacity for that reason. Which is more relative to every customers experience.

I have stated multiple times prior contention is more relative to the last mile as per the issues with DSL etc.

 

[Muttley]

Hi Paul,

I understand you, however that is not enough, by just escalating issue for almost a month? By now you as an ISP should have received feedback from Vumatel and action plan on how to resolve the issue as its impacting your clients big time. It should be on every priority list when your clients are getting 1-2% speeds of what they are paying for!

I said it before, I am paying you as an ISP a monthly fee, not Vumatel, so at the end of the day I dont care about Vumatel as I dont deal with them, I dont pay them for any service either. So I am expecting from you to resolve this problem whether its on your side or vumatel's, because at the moment I/we are receiving a crappy service from you.

I hope you understand us as well and put this on your priority list and resolve it soonest.. it cannot be that Vumatel would just ignore your escalations for so long, after all you are ISP, your businesses depend on each other. If we are fair to each other then I should be really paying you for a 2-10mbps fibre service not 200mbps! Thats like buying and paying off a mercedes car but getting one wheel of it only.

Thanks
Regards,

So do us a favour and change ISP’s- you’ll soon see it’s a Vuma issue.

The sooner you realize that Vumatel has bitten off far more than they can chew, the better for your blood pressure!
Their mass Fibre roll out means shoddy turn around times and IMO a provider who sometimes don’t know what the heck they’re doing.

Oh and good luck in getting support like CISP’s elsewhere

Edit: only realized I quoted the wrong reply- this is meant for @macedon

 

[PBCool]

Thieves is a bit of a harsh word when other parts of the network are perfectly normal.

You are welcome to cancel but would love to try and have your issue resolved before you do so.

Checking on the support ticket we want to send a diagnosis router to troubleshoot and haven't had a response on our request, so can we please do so to continue the process with us.

 

[Muttley]

Checking on the support ticket we want to send a diagnosis router to troubleshoot and haven't had a response on our request, so can we please do so to continue the process with us.

Kudo’s to CISP- doubt another ISP would do the same thing.

 

[Bedford]

I understand the frustration that people are having and simply saying go to another ISP isn't right. I had lunch with a friend in my complex and they are having the exact same issue and they are also on CISP. Now again, i don't think this is a CISP issue, else we would see a lot more ppl complaining. I firmly believe this is a Vuma capacity issue.

But I need CISP help getting this sorted. I am making an assumption that PB has direct access to the senior techies at Vumatel and could potentially help us better than me phoning Vuma. If this isn't the case, then send me the contact details of the exact people i need to speak to at Vuma and ill harass them.

PB is awesome in his activity on this forum, but i don't want it to deteriorate into its a Vuma issue, and them saying no its an ISP issue.

 

[valtron]

Checking on the support ticket we want to send a diagnosis router to troubleshoot and haven't had a response on our request, so can we please do so to continue the process with us.

Ok maybe you should point out where on that support ticket anybody mentions sending a diagnosis router to troubleshoot anything ?
Are you now making up stories to let everybody know what a crap customer I am and how hard cool ideas is trying to sort my problems out ?? All I have gotten on that support ticket is that is normal during peak times that I get less then 3Mbps international on my 100 Mbps line ...
I can quote the whole support thread on this forum unless you rectify your last statement ...

 

[valtron]

Kudo’s to CISP- doubt another ISP would do the same thing.

And who are you sticking your nose into somebody else’s problems ?

 

[Muttley]

And who are you sticking your nose into somebody else’s problems ?

I am because you're behaving like a child and my response was as a result of the efforts that CISP is going to.

Do us all a favour and go to another ISP

 

[valtron]

Not worth a reply go and talk to yourself and get some expert advice

 

[Muttley]

Not worth a reply go and talk to yourself and get some expert advise

 

[marine1]

Not worth a reply go and talk to yourself and get some expert advice

I think calm down surely you see they are trying to help you?
Having dealt with PB numerous times he always takes the side of the customer and always helps
Take the emotion out of it