Web Africa - You need to get more datacentres ...

Anthro

Anthro

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Web Africa - You need to get more datacentres STAT !

Just some background on the issue:
I work for a medical company, which provides real-time claim submissions for Doctors, Trauma units, Radiologists and various other types of medical practices.
Our technology works as follows, and has a rough turnaround for each transaction of 6-8 seconds.
http://www.mededi.co.za/mededi-claims-processing-system/how-it-works/

My problem is as follows:
Dr A (based in JHB) - a fairly large trauma unit, submits claim to said server(s).
When this claim reaches our servers, a time out is set by a 'gatekeeper' for return packets, so as to prevent 'choking'.
When using WebAfrica, this client gets CONSTANT timeouts, and when doing a tracert the following results are produced:

Tracert Sample #1
Tracing route to live.mededi.co.za [196.34.148.83]
over a maximum of 30 hops:

1 2 ms <1 ms <1 ms 192.168.0.254
2 22 ms 25 ms 29 ms ndnn-ip-esr-2.ipnet.wa.co.za [41.185.67.1]
3 46 ms 46 ms 47 ms vl108.cr.gw.cpt.za.wa.co.za [196.220.59.238]
4 45 ms 51 ms 46 ms vl34.er.gw.cpt.za.wa.co.za [41.185.0.34]
5 44 ms 45 ms 49 ms upstream.vl101.gw.cpt.za.wa.co.za [196.220.59.26]
6 54 ms 44 ms 45 ms 196.43.11.234
7 163 ms 273 ms 89 ms 196.43.25.206
8 368 ms 281 ms 81 ms 196.25.247.26
9 177 ms 162 ms 59 ms core2a-ctn-gi0-1.ip.isnet.net [168.209.2.6]
10 69 ms 65 ms 68 ms core2a-pkl-gi0-0-3-1-90.ip.isnet.net [168.209.10.153]
11 583 ms 572 ms 74 ms 168.209.100.242
12 70 ms 68 ms 70 ms csw3-bry-vl2.ip.isnet.net [168.209.217.250]
13 71 ms 73 ms 72 ms medicaledipix.fw.is.co.za [196.35.71.98]
14 * * * Request timed out.
15 * * * Request timed out.

**the 196.35.71.98 is our MPLS network, and it gets forwarded correctly from there

Tracert Sample #2
1 <1 ms <1 ms <1 ms 192.168.0.254
2 34 ms 88 ms 190 ms ndnn-ip-esr-2.ipnet.wa.co.za [41.185.67.1]
3 106 ms 97 ms 187 ms vl108.cr.gw.cpt.za.wa.co.za [196.220.59.238]
4 * 46 ms 52 ms vl34.er.gw.cpt.za.wa.co.za [41.185.0.34]
5 437 ms 55 ms 229 ms upstream.vl101.gw.cpt.za.wa.co.za [196.220.59.226]
6 80 ms 134 ms 64 ms 196.43.11.234
7 47 ms * 54 ms 196.43.25.206
8 54 ms 62 ms 62 ms 196.25.247.26
9 49 ms 67 ms 52 ms core2a-ctn-gi0-1.ip.isnet.net [168.209.2.6]
10 76 ms 74 ms 68 ms core2a-pkl-gi0-0-3-1-90.ip.isnet.net [168.209.100.153]
11 71 ms 71 ms 80 ms 168.209.100.242
12 70 ms 75 ms 78 ms csw3-bry-vl2.ip.isnet.net [168.209.217.250]
13 71 ms 71 ms 77 ms medicaledipix.fw.is.co.za [196.35.71.98]
14 * * * Request timed out.
15 * * * Request timed out.
Once again, will timeout from here - since our MPLS does necessary forwarding from here

I can provide you with about 50 tracerts, each with varying results for turnaround time, that it makes me nauseous. :sick:

TL;DR
Client is having timeout issues with Web Africa, but with no other ISP
Our server is based on the IS Backbone, in Rosebank
We have clients in each of the 9 provinces - so this problem will persist, untill the client cancels - or WA puckers up.
 
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Hey Anthro,

I believe that this is something similar to what we discussed last week?
Today specifically, we're having problems with our local-only browsing and latency for local sites - something that our Network Team is looking into as I'm writing up this post.

In general though, this shouldn't be happening. JINX peering has been setup which should make things a whole lot better too. At this stage though, it's something that we're still testing and isn't 100% live as yet.
I've dropped you a PM with a possible solution to move on from this.
 
Hi Jeff, indeed it is the same issue. :wtf:
Most of the clients are not using reseller - and I can provide you with some client codes - as there are some reluctant to give them to us (call it paranoia if you will).

See, the problem with this query that I have to handle - is that we are not the responsible party for this IT issue, but yet have to deal with the aftermath of a incapable IT team at the practice.

They point the finger to us, and we offer them a mirror ;) - look at the rest submitting fine (+/- 4000) from other ISP's and then do the math.

Regards
Wehnke
 
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Thanks for the update :)
If you have the client codes, lets get these passed onto the DSL guys and get this sorted out!

Once you've created the ticket please PM me with the ticket ref # so I can follow up on things from my end.
 
I share your frustration Anthropoid. I also only experience these issues with clients on WA and when I spoke to them they suggested we move to a business adsl package. My problem with that is that there are no issues on the R29 Afrihost accounts, so why have price sensitive clients pay R99 per GB?
 
Just called WA_Support wanted to speak to Vaughn, he's on lunch - bugger...instead I spoke to Taariq.

He was unable to assist, as not so 'clued up' with the questions I asked / statements I had made. Will ask Vaughn to call me back

Hope the calls are recorded or that Vaughn can remember our last phonecall - I hate to repeat myself.
 
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Vaughn will give you a shout in the next couple of minutes, he does remember you - just confirmed with him now.
Taariq has only been with us for a few weeks and finishing up his last few days of training :)

I'll have a follow up once things have been discussed with Vaughn and yourself.
 
Kewl, call received from Vaughn, nice chap I must say.
Turns out this client (KZN Based) is also going through a reseller.. mmm need to find another.
At least I can tell them that the issue lies with Telkom and NOT WA

Next please :)
Will keep in touch Jeff / Vaughn - good support guys.

Regards
Wehnke
 
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Another client will contact your offices today, this tracert seems(?) normal - but they CONSTANTLY have this issue.

Code: 
C:\Users\keating>tracert mybroadband.co.za

Tracing route to mybroadband.co.za [41.203.21.137]
over a maximum of 30 hops:

  1     *        *        *     Request timed out.
  2    13 ms    22 ms    12 ms  wblv-ip-bb-1.ipnet.wa.co.za [41.185.100.1]
  3   159 ms    12 ms    17 ms  vl105.cr.gw.cpt.za.wa.co.za [196.220.59.250]
  4    29 ms    36 ms    38 ms  vl35.er.gw.cpt.za.wa.co.za [41.185.0.38]
  5   122 ms    31 ms    30 ms  upstream.vl102.gw.cpt.za.wa.co.za [196.220.59.23
0]
  6   147 ms    34 ms    33 ms  196.43.11.218
  7   111 ms    18 ms    19 ms  196.43.25.206
  8    16 ms    14 ms    13 ms  196.7.8.206
  9    84 ms   169 ms    84 ms  196.30.1.21
 10    51 ms    49 ms    49 ms  vlan9.hr3.jnb6.za.mtnbusiness.net [196.30.156.136]
 11    42 ms    45 ms    39 ms  196.30.213.108
 12    66 ms    56 ms   137 ms  41.72.136.53
 13    99 ms    97 ms    99 ms  mybroadband.co.za [41.203.21.137]

Trace complete.
Code: 
C:\Users\keating>tracert live.mededi.co.za

Tracing route to live.mededi.co.za [196.34.148.83]
over a maximum of 30 hops:

  1     *        *        *     Request timed out.
  2    10 ms    10 ms    11 ms  wblv-ip-bb-1.ipnet.wa.co.za [41.185.100.1]
  3    19 ms    18 ms    16 ms  vl105.cr.gw.cpt.za.wa.co.za [196.220.59.250]
  4    17 ms    16 ms    18 ms  vl34.er.gw.cpt.za.wa.co.za [41.185.0.34]
  5    13 ms    15 ms    12 ms  upstream.vl101.gw.cpt.za.wa.co.za [196.220.59.226]
  6   101 ms    13 ms    13 ms  196.43.11.234
  7    13 ms    13 ms    13 ms  196.43.25.206
  8    80 ms   157 ms   327 ms  196.25.247.26
  9    15 ms    15 ms    14 ms  core2a-ctn-gi0-2.ip.isnet.net [168.209.6.6]
 10    37 ms    42 ms    41 ms  core2a-pkl-gi0-0-3-1-90.ip.isnet.net [168.209.100.153]
 11    66 ms    54 ms    56 ms  168.209.100.242
 12    72 ms    69 ms    73 ms  csw3-bry-vl2.ip.isnet.net [168.209.217.250]
 13    92 ms    99 ms   140 ms  medicaledipix.fw.is.co.za [196.35.71.98]
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.


Code: 
C:\Users\keating>tracert cnn.com

Tracing route to cnn.com [157.166.224.25]
over a maximum of 30 hops:

  1     *        *        *     Request timed out.
  2    11 ms    12 ms    11 ms  wblv-ip-bb-1.ipnet.wa.co.za [41.185.100.1]
  3    13 ms    11 ms    12 ms  vl108.cr.gw.cpt.za.wa.co.za [196.220.59.238]
  4    14 ms    12 ms    16 ms  vl31.er.gw.cpt.za.wa.co.za [41.185.0.153]
  5    12 ms    11 ms    13 ms  41.66.150.177
  6   219 ms   235 ms   223 ms  LD-GS-MSC-M-to-CT-RO-MSC-M-SAT3-core-p2p.africainx.net [41.66.132.49]
  7   293 ms   206 ms   203 ms  vl467.mpd01.lon01.atlas.cogentco.com [149.6.146.157]
  8   356 ms   189 ms   199 ms  te2-1.3493.mpd02.lon01.atlas.cogentco.com [130.117.2.18]
  9   206 ms   201 ms   195 ms  te0-0-0-0.mpd21.ams03.atlas.cogentco.com [130.117.1.97]
 10   197 ms   196 ms   199 ms  te0-1-0-1.mpd21.fra03.atlas.cogentco.com [130.117.2.201]
 11   275 ms   183 ms   182 ms  te1-1.ccr01.fra07.atlas.cogentco.com [130.117.1.6]
 12   215 ms   179 ms   179 ms  dar1-frr-G4-1-0.atdn.net [66.185.139.9]
 13   187 ms   201 ms   209 ms  dar2-frr-xe-0-0-0.atdn.net [66.185.152.241]
 14   277 ms   277 ms   282 ms  bb1-new-xe-0-2-0.atdn.net [66.185.152.146]
 15   316 ms   360 ms   313 ms  bb1-ash-xe-0-1-0.atdn.net [66.185.152.162]
 16   300 ms   312 ms   308 ms  bb2-ash-xe-0-0-0.atdn.net [66.185.152.41]
 17   345 ms   333 ms   324 ms  bb2-vie-G1-0-0.atdn.net [66.185.152.77]
 18   298 ms   291 ms   281 ms  bb2-atm-S1-2-0.atdn.net [66.185.152.156]
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 
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