Cool Ideas Fibre ISP - Feedback

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PBCool said:
You aren't restarting your router at all? Looking at your sessions it's been up for 2hrs, was 4hrs before that and 7hrs before that. And you are testing with a cabled device right?
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Hi @PBCool

My router reboots daily at 07:00 only. It does not do it at any other time.
The connections you see is the line going up and down.

Thanks for logging this but CISP bills me for the line so this is expected and not a favor!

I will Post with more details shortly so that others have a clear picture of my issues.
 
LevanM said:
Hi @PBCool

My router reboots daily at 07:00 only. It does not do it at any other time.
The connections you see is the line going up and down.

Thanks for logging this but CISP bills me for the line so this is expected and not a favor!

I will Post with more details shortly so that others have a clear picture of my issues.
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We unfortunately don't know if your line is going down which is why we require our customers to report it to us, why is your router restarting at 7am every day?
 
PBCool said:
We unfortunately don't know if your line is going down which is why we require our customers to report it to us, why is your router restarting at 7am every day?
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Ah, When I post my issues, you will see that I have reported it and done testing with the guys that respond on the ticket system. But CISP does nothing about it.
Rebooting my router should not be an issue with the line not being stable. All it will do it reconnect to the PPPoE when its booted up.
Why I do it is a long story and not related to my line issue.
 
LevanM said:
Ah, When I post my issues, you will see that I have reported it and done testing with the guys that respond on the ticket system. But CISP does nothing about it.
Rebooting my router should not be an issue with the line not being stable. All it will do it reconnect to the PPPoE when its booted up.
Why I do it is a long story and not related to my line issue.
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Ok it makes it difficult to give results to the line provider when the router is being restarted all the time, as we don't know when the line is actually dropping vs the router being restarted.
 
Hi All

My issues are as follows @PBCool

Ticket logged #COOL-20180922-149183 - Line Issues (Note, most of the previous tickets logged are related also as all point back to this same issue)
It was logged on the 22/09/2018 at 09:00

As its to long to post here, I have attached the ticket thread for reference.

From the internet not working, to working at half speed to clearly showing delays on the CISP network which I am told is a line issue.

My LAN and WiFi are not an issue as tests were done on request over cable and sent to CISP before it was apparently logged with MFN.

What is the expected turn around for degraded line speed?


One moment I get my speed and the next its less than half.

Why am I paying full price not half if this is the service you are offering to me? Regardless is MFN or CISP; I signed an agreement for breakout with CISP!
 

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PBCool said:
Ok it makes it difficult to give results to the line provider when the router is being restarted all the time, as we don't know when the line is actually dropping vs the router being restarted.
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I have passed this info onto CISP in the past regarding the router rebooting on a script at 07:00. From your logs you should see issues at times other than this; at those times is when I have issues.

When I reboot my router, it does not reconnect.
This for me is an issue, it should reconnect and failing this points to an issue.

@PBCool now that CISP is/was aware of my reboot times, if the client reports an issue and states the times the reboot is done should by default eliminate other times the line goes down and point to that being an issue. Also when rebooting at 07:00 and not up in at least 5 minutes then there is clearly an issue causing it to not connect.

I do not know how much simpler to explain this.

Also, I am sure that rebooting a device should not affect it from reconnecting to PPPoE once its back online.
 
Well yes and no, is the router disconnecting or just restarting? If it's restarting the NAS your session is connected to will wait a while for the session to timeout. Which is why it isn't able to reconnect immediately.

I will extract the data and escalate with your line provider removing the drops at 7am.
 
PBCool said:
Well yes and no, is the router disconnecting or just restarting? If it's restarting the NAS your session is connected to will wait a while for the session to timeout. Which is why it isn't able to reconnect immediately.

I will extract the data and escalate with your line provider removing the drops at 7am.
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The reboot cuts power to the NIC ports which will cause the CPE/ONT Ethernet to do into a disconnected state.
If the NAS is still live on your end, then this is a simple fix? Time Out should not be set for over 60 seconds?
If it took a couple of minutes I understand but it takes hours at times!
When the router requests a reconnect/dial up; the NAS connection should reconnect?

This also does not explain why the line functions at 10Mb when it does reconnect after a reboot instead of 25Mb.

I appreciate the help you have provided me in the past and that you still do now however this issues have been underlying and pointing to a Line issue for a long time and not being resolved.
Also, the people manning the help desk should keep clients updated daily to avoid frustration.
They should also read the ticket, see what testing has already been done; read what the client has confirmed he/she has done and then ask them to do more tests.

MTR Tests done, Trace Routes done, CPE/ONT info with photos handed over on the 27th with a response only on the 30th with no feedback until I followed up a couple of days later.
I then send a speedtest showing high latency and lower than 10Mb line speed and informed its my WiFi; I am sure the person that replied did not read the whole ticket!
I then did a speedtest on the LAN using my Xbox which showed even higher latency.

The next day I have no internet at all and eventually it starts to work again in the afternoon at which point its working at 25Mb and not 25Mb.

This morning I got 25Mb down but only 5Mb up. I did not log this as I sent 8 messages that has not been responded to on the help desk.

Rant over for now. Lets hope it does not stop working again tonight.
 
LevanM said:
The reboot cuts power to the NIC ports which will cause the CPE/ONT Ethernet to do into a disconnected state.
If the NAS is still live on your end, then this is a simple fix? Time Out should not be set for over 60 seconds?
If it took a couple of minutes I understand but it takes hours at times!
When the router requests a reconnect/dial up; the NAS connection should reconnect?

This also does not explain why the line functions at 10Mb when it does reconnect after a reboot instead of 25Mb.

I appreciate the help you have provided me in the past and that you still do now however this issues have been underlying and pointing to a Line issue for a long time and not being resolved.
Also, the people manning the help desk should keep clients updated daily to avoid frustration.
They should also read the ticket, see what testing has already been done; read what the client has confirmed he/she has done and then ask them to do more tests.

MTR Tests done, Trace Routes done, CPE/ONT info with photos handed over on the 27th with a response only on the 30th with no feedback until I followed up a couple of days later.
I then send a speedtest showing high latency and lower than 10Mb line speed and informed its my WiFi; I am sure the person that replied did not read the whole ticket!
I then did a speedtest on the LAN using my Xbox which showed even higher latency.

The next day I have no internet at all and eventually it starts to work again in the afternoon at which point its working at 25Mb and not 25Mb.

This morning I got 25Mb down but only 5Mb up. I did not log this as I sent 8 messages that has not been responded to on the help desk.

Rant over for now. Lets hope it does not stop working again tonight.
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If it takes hours to reconnect that is not normal and has nothing to do with timeout settings on the NAS, can you explain why you are dropping the connection for me?
 
PBCool said:
If it takes hours to reconnect that is not normal and has nothing to do with timeout settings on the NAS, can you explain why you are dropping the connection for me?
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As I said, rebooting the link should not be an issue. I did this in the past with other providers and ISP on both Fibre and ADSL.
Even if I rebooted 20 times a day, its not an excusse for this problem.

Rebooting was needed when I was on ADSL and to force a new IP. Given this is not needed any longer with Fibre but I keep it on to ensure my line works fine and it not faulty like it is now.
 
@PBCool the Support team asked me to do a speedtest again last night. I do not understand why I have to keep doing this?
They also said I must do it over cable and not WiFi which I did. Still did not understand why they did not read the complet ticket?

Doing a speedtest over and over again won't fix the issue.

Non the less, my 25Mb line was running at 20Mb as per speedtest.net and fast.com
When I did it on Testmynet I got 13Mb/s :-(
 
LevanM said:
@PBCool the Support team asked me to do a speedtest again last night. I do not understand why I have to keep doing this?
They also said I must do it over cable and not WiFi which I did. Still did not understand why they did not read the complet ticket?

Doing a speedtest over and over again won't fix the issue.

Non the less, my 25Mb line was running at 20Mb as per speedtest.net and fast.com
When I did it on Testmynet I got 13Mb/s :-(
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Cool will follow up with them, which router are you using?
 
PBCool said:
Cool will follow up with them, which router are you using?
Click to expand...

I am using an Asus.

This issue is present when connecting to the CPE/ONT directly also which is why I do not think its a router issue.
Also the fact that the router worked fine with the previous Fibre link.
 
Sounds like MFN's (is it?) systems are very slow to update the speed at which you should be limited. If you pause the reboot for a few days, do the speed of the line eventually get to the correct speed up and down?

It really sounds like your speed is not limited on the line itself, but on the ip address you assigned at the time.
Same that ISPs have to do with people who do not have the DSL line with the ISP.
Line could be 10Mbps, but if ordering 4Mbps uncapped from the ISP, since they can't limit the line to that speed, the limit has to happen when the account authenticates.

Now imagine 1000s of authentications per second, and this needs to be updated on shaping devices. There will always be some delay. When you reconnect, you initially probably have policies applied from a previous person on that ip address. Only in this case, I dont know where this limiting is happening, whether it is with CISP or MFN.
 
Tinuva said:
Sounds like MFN's (is it?) systems are very slow to update the speed at which you should be limited. If you pause the reboot for a few days, do the speed of the line eventually get to the correct speed up and down?

It really sounds like your speed is not limited on the line itself, but on the ip address you assigned at the time.
Same that ISPs have to do with people who do not have the DSL line with the ISP.
Line could be 10Mbps, but if ordering 4Mbps uncapped from the ISP, since they can't limit the line to that speed, the limit has to happen when the account authenticates.

Now imagine 1000s of authentications per second, and this needs to be updated on shaping devices. There will always be some delay. When you reconnect, you initially probably have policies applied from a previous person on that ip address. Only in this case, I dont know where this limiting is happening, whether it is with CISP or MFN.
Click to expand...

It does seem like a MFN issue.

I origonally had a 10Mb line and when upgrading; apparently it was not syncing on the MFN side but CISP side was fine.

CISP say they need the provider to limit the speed and thier accounts are open.

I did not have this issue with Openserve and assumed MFN was of a better quality.
They will need to fix this bug if itis on thier side.

I also suspected a faulty CPE/ONT as when you reboot it, it sometimes takes a long time to come back online.

A 5 minute delay is fine and I can live with that. Waiting 5 hours is however a No No.

The line also dies when being used, I get full packet loss for a couple of minutes then it comes back online. Logs show the link not dropping so assume its CISP? This happens daily.
 
LevanM said:
It does seem like a MFN issue.

I origonally had a 10Mb line and when upgrading; apparently it was not syncing on the MFN side but CISP side was fine.

CISP say they need the provider to limit the speed and thier accounts are open.

I did not have this issue with Openserve and assumed MFN was of a better quality.
They will need to fix this bug if itis on thier side.

I also suspected a faulty CPE/ONT as when you reboot it, it sometimes takes a long time to come back online.

A 5 minute delay is fine and I can live with that. Waiting 5 hours is however a No No.

The line also dies when being used, I get full packet loss for a couple of minutes then it comes back online. Logs show the link not dropping so assume its CISP? This happens daily.
Click to expand...

Have escalated via our GM for you, ONT swap is the first step, other than that could be a splitter or something on MFNs network, as they checked levels already.
 
My compliments to PBCool and the CI team. Just got connected on Octotel with 100/25 and the service was flawless. You guys were amazing. Well done and keep it up. I'm very happy to be a customer of yours.
 
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