DNA Fibre Infrastructure & ISP Service

I was on their network with Cool ideas but the service was terrible but mostly because of Cool ideas non existent support. I had speed issues right from the word go in Feb 2019, the Cool ideas tickets to resolve this are still open from Feb 2019 to this day. Cool ideas blames the speed issues on packet loss on DNATel's network but clearly they cannot or will not work towards resolving the issue.
I did cancel and move on so i would never recommend either of them. You will be in for a world of pain if you signup with these two. Feel free to look at my posts to the cool ideas feedback thread.
 
topdog said:
I was on their network with Cool ideas but the service was terrible but mostly because of Cool ideas non existent support. I had speed issues right from the word go in Feb 2019, the Cool ideas tickets to resolve this are still open from Feb 2019 to this day. Cool ideas blames the speed issues on packet loss on DNATel's network but clearly they cannot or will not work towards resolving the issue.
I did cancel and move on so i would never recommend either of them. You will be in for a world of pain if you signup with these two. Feel free to look at my posts to the cool ideas feedback thread.
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We have since implemented a TCP accelerator to mitigate packet loss, FNOs just aren't really interested in resolving their loss issues. Local traffic is all they base performance on.
 
PBCool said:
We have since implemented a TCP accelerator to mitigate packet loss, FNOs just aren't really interested in resolving their loss issues. Local traffic is all they base performance on.
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And how have you mitigated your total lack of support ? By the time i cancelled there was packet loss on local traffic as well. Your support did not even bother to respond to my ticket about the local packet loss.
 
topdog said:
And how have you mitigated your total lack of support ? By the time i cancelled there was packet loss on local traffic as well. Your support did not even bother to respond to my ticket about the local packet loss.
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Do you have the ticket number for me, local loss the only thing we can do is chase the FNO.
 
Cool Ideas is a great ISP but in some instances they have been forced to partner with mediocre FNOs. Unfortunately smaller FNOs don't have capacity for customer service and therefore shift all customer service responsibilities onto the ISP. Small FNOs have invested in small chunks of infrastructure in the hope of selling the network to larger industry players in the long run. The reality is that in South Africa we will probably never achieve a national open access network because of the number of smaller FNOs holding on to infrastructure assets. I suspect the dominant network providers will wait for these small FNOs to collapse financially before making any offers to buy the network infrastructure, which will leave many consumers red in the face regardless of their choice of ISP. I would advise all consumers to be weary of network providers who claim to offer open access networks as a selling point. The benefit of open access networks can only be realised if we have one national fibre grid where ISPs can compete equally for consumers and business. I recommend choosing the ISP with the best customer service because only they will be able to reliably communicate directly with lackluster FNOs on your behalf.
 
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