Very disappointing performance from cool ideas

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sash.a

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The back story: used to be with MTN fibre (they were the only one offered in my area) until I got fed up with their terrible customer service and website. With the praise I've seen for cool ideas on this site I decided to give them a try about 2 months ago (still with MTN as the physical line provider).

Now don't get me wrong cool ideas customer service and willingness to help has been great, but the problems seem to take a long while to get fixed.

Firstly this is now the second time within 2 months I'm without internet for a weekend and there's "nothing they can do". No internet coming through and "it's on MTNs side and it's Friday and our 24-48 hour turn around time doesn't run on weekends" well that's fine I understand I guess you can leave me without internet for a weekend if it's an anomaly but this is the second time in 2 months!

Secondly my ping is consistently about 40ms slower to Europe than what it was with MTN, it's been like since the begining and cool ideas have know about it for about a month now and have only just diagnosed a possible cause.

Now given all the issues with MTNs customer service at least the line never had these kinds of issues which is why I feel like most of the blame lies with cool ideas here, maybe MTN and cool ideas don't mesh well?
 
sash.a said:
The back story: used to be with MTN fibre (they were the only one offered in my area) until I got fed up with their terrible customer service and website. With the praise I've seen for cool ideas on this site I decided to give them a try about 2 months ago (still with MTN as the physical line provider).

Now don't get me wrong cool ideas customer service and willingness to help has been great, but the problems seem to take a long while to get fixed.

Firstly this is now the second time within 2 months I'm without internet for a weekend and there's "nothing they can do". No internet coming through and "it's on MTNs side and it's Friday and our 24-48 hour turn around time doesn't run on weekends" well that's fine I understand I guess you can leave me without internet for a weekend if it's an anomaly but this is the second time in 2 months!

Secondly my ping is consistently about 40ms slower to Europe than what it was with MTN, it's been like since the begining and cool ideas have know about it for about a month now and have only just diagnosed a possible cause.

Now given all the issues with MTNs customer service at least the line never had these kinds of issues which is why I feel like most of the blame lies with cool ideas here, maybe MTN and cool ideas don't mesh well?
Click to expand...
Hi do you have a ticket number for me to investigate, obviously it could be a coincidence that the has only now gone down. And obviously line downs are out of our control.

Give me a ticket number and I can investigate. Are you based in Cape Town by chance? which is what bloats the latency.
 
Hey thanks for the quick response, I do have a ticket number: #COOL-20180518-104067
Link Down.

Appreciate the great customer service as always it's just quite irritating when these things happen (so far) monthly.

Yes I am in cape town was thinking that I was getting routed through Joburg and that was the cause for the higher latency. If that's the case I'm assuming nothing can be done about it.
 
sash.a said:
Hey thanks for the quick response, I do have a ticket number: #COOL-20180518-104067
Link Down.

Appreciate the great customer service as always it's just quite irritating when these things happen (so far) monthly.

Yes I am in cape town was thinking that I was getting routed through Joburg and that was the cause for the higher latency. If that's the case I'm assuming nothing can be done about it.
Click to expand...
Cool will escalate for you best I can, our CPT cross connect was in place but we are moving our equipment in Teraco so it's been delayed. But you should be routing through CPT in the next few weeks with the better latency.
 
Seems to me that the title should be changed to "Disappointing Fibre line from MTN despite Cool Ideas being great"
 
phoenix99 said:
Seems to me that the title should be changed to "Disappointing Fibre line from MTN despite Cool Ideas being great"
Click to expand...

Agree with this person. Funny how you blame Cool ideas, and in your post say they do everything in their power.
 
sash.a said:
Hey thanks for the quick response, I do have a ticket number: #COOL-20180518-104067
Link Down.

Appreciate the great customer service as always it's just quite irritating when these things happen (so far) monthly.

Yes I am in cape town was thinking that I was getting routed through Joburg and that was the cause for the higher latency. If that's the case I'm assuming nothing can be done about it.
Click to expand...

Where in CT are you that you are having these issues with MTN?
 
phoenix99 said:
Seems to me that the title should be changed to "Disappointing Fibre line from MTN despite Cool Ideas being great"
Click to expand...

Well reason I said cool ideas was because this is the second time in 2 months it's happened with them and this never happened before I went through cool ideas, as I said above used to be solely with MTN.
 
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sash.a said:
Well reason I said cool ideas was because this is the second time in 2 months it's happened with them and this never happened before I went through cool ideas, as I said above used to be solely with MTN.
Click to expand...

Then it sounds more to me like the heading should read:
MTN Trying to sabotage independent Fibre ISP's
 
PBCool said:
You just did? :)
Click to expand...

Ah, but that wasn't specific enough. Need something saying this only happens with MTN and will never happen with Vumatel.

Then a signature, underscored with a fingerprint in blood :)
 
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