[cobalt-users] Cobalt Support in Australia?

[Peter Ketteridge <pk@xxxxxxxxxxx>]

HELP! We have had an ongoing issue with our CacheRAQ ever since we have
purchased it.  Having spent over $10,000.00 on Cobalt equipment we are
bitterly disspointed with the quality of service and the quality of products
here in Australia.  We have been corresponding with your Australian
distributor only to be paid lip service to keep us quiet or have our polite
requests for assistance ignored completely.

Our problem is we feel really quite simple and I am stunned that no one can
seem to solve it.  Our cacheRAQ appears to work correctly however it will
not report statistics correctly.  We have it set up in transparent mode
using 2 ethernet interfaces but it reports stats only for connections coming
from the internet not stats for machines on our network.  Coablt support
told us we have the interfaces reversed and we need to change them.  However
when we do this nothing works and no traffic can pass thru to our upstream
provider.  The Cobat distributor here in Australia has previously commented
that they cannot get it to work in this configuration also.

Here are our network settings.

Net1 203.101.44.178 NM:255.255.255.0
Net2 203.101.45.193 NM: 255.255.255.192

Upstream providers gateway IP (router) 203.101.44.177

Needless to say all our machines use the same network as the Net2 interface
and the stats reported are for incoming connections on the Net1 interface
which of course is ludicrous!

We have really tried everything we can to get this working and are at a
loss.  Cobalt support here in Australia is to say the least abismal.  The
distibutor here is Lidcam Pty Ltd and we purchased all our equpment from
their Melbourne office.  We have had some correspondence from Shane
Middleton in Lidcam's technical support department but most of the time he
refuses to answer  email and I can only surmise that he (and Lidcam) arejust
ignoring us in the hope that we will go away.  I am afraid we wont!

I really think that anyone considering purchasing Cobalt gear reconsider
thier
options given thier very poor performace.


Regards

Peter Ketteridge
ShareNet Internet Services
Perth, Western Australia
Tel. +618-9279-8528
Fax. +618-9279-8708