Afrihost/Metrofibre Daily disconnects

@Afrigirl I am having the same problem. Should one change providers or does the problem get sorted. Ticket number #3003428
 
Beans66 said:
@Afrigirl I am having the same problem. Should one change providers or does the problem get sorted. Ticket number #3003428
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Hi.

I am having trouble locating the given reference number. When was the ticket logged?
 
Hi @Afrigirl

The ticket was logged the 5th October. The reference number is XQD-574-76283
NVY-144-97660 is the reference number I have from my Afrihost Client Zone.
 
Beans66 said:
Hi @Afrigirl

The ticket was logged the 5th October. The reference number is XQD-574-76283
NVY-144-97660 is the reference number I have from my Afrihost Client Zone.
Click to expand...
Thank you
Afrigirl said:
Hi.

I am having trouble locating the given reference number. When was the ticket logged?
Click to expand...
I managed to locate the ticket with FF.
When was the last drop experienced?
Please run the following command while connected directly to the ONT eliminating the wifi router.
Could you please run PATHPING.EXE -p 100 -q 250 1.1.1.1 to see where the latency/losses are on the network?
 
Thanks for the assistance. I have cancelled my subscription after trying to solve the problem for 7 days. I can only assume that I will have to pay an extra month for a cancelled line which I am not going to use as I have gone to another supplier who will install a new line thus not a line takeover. If I weigh up the cost versus revenue lost due to business it a no brainer. Line was 400 x 400. I have run your test and it shows problems. Just got confirmation that the line will only be cancelled in 01-12-2025.
 
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Jinxy Jinx said:
Hi there

Posing here for visibility.

I live in Pretoria, and I've been experiencing a very frustrating occurrence on a daily basis with my Afrihost fibre line at home. The internet would disconnect at random times and then reconnect within a minute or 2—sometimes longer, sometimes quicker. The frustrating part is that I do a lot of online gaming, and this has a huge impact—it also impacts all live streaming, Twitch, and Dstv.


Ive logged numerous tickets with Afrihost and I'm so tired of doing the same basic stuff for the support staff - restart the router, wait 5 minutes, do a speedtest, "are you connecting over wifi", "perhaps your cable is faulty"? etc. They told me it might be my router.

Ive bought a brand new router, installed it this afternoon and guess what - same issue tonight.

Not sure if this is useful information - but whenever my internet goes off I would run to the metrofibre ONT box to check and all lights are green? Surely then its the ISP that has the issue?

Any idea what to do now? I've given them the months notice and told them over email if not resolved I will be leaving end of the month.

Hoping @Afrigirl can assist here.
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I cannot believe this.

This is is exactly the same problem at my home in Bloemfontein. It is for two months now.
Afrihost got me in buying a new router from them for R999 plus delivery by courier of R250. And guess what? It is still the same.
I spend an hour at a time with an agent on my phone via WA. Sending screenshots, etc.
Doing ping tests and tracerout test directly at the ONT.
Problem is the four green lights on the ONT never went out, but the internet light on the router went out and turn red later and then green.
This happen about three or four times randomly during the day or night. The time is to short for me to unplug the laptop and plug in directly to the ONT. It normally lasts for 2 or three minutes, just long enough to stop every program relying on the internet.
Tickets: #XHP-890-61962, ITX-792-77070, Frogfoot #3947245 (19 July 2026, no reply yet)
Unfortunately no tickets on the WhatsApp reports.
Maybe @Afrigirl can assist here
 
Leaving a comment here in support as the exact same thing happens to me. Metro and Afrihost. Numerous tickets, tired of the constant “reboot router”. PoN light stays on during disconnects. Metro comes out and says nothing they can do as the line is working fine.

I am in Moreleta park, Pretoria.

Next steps are quite simply dropping this service provider.
 
greenleader said:
I cannot believe this.

This is is exactly the same problem at my home in Bloemfontein. It is for two months now.
Afrihost got me in buying a new router from them for R999 plus delivery by courier of R250. And guess what? It is still the same.
I spend an hour at a time with an agent on my phone via WA. Sending screenshots, etc.
Doing ping tests and tracerout test directly at the ONT.
Problem is the four green lights on the ONT never went out, but the internet light on the router went out and turn red later and then green.
This happen about three or four times randomly during the day or night. The time is to short for me to unplug the laptop and plug in directly to the ONT. It normally lasts for 2 or three minutes, just long enough to stop every program relying on the internet.
Tickets: #XHP-890-61962, ITX-792-77070, Frogfoot #3947245 (19 July 2026, no reply yet)
Unfortunately no tickets on the WhatsApp reports.
Maybe @Afrigirl can assist here
Click to expand...

Hi,

Apologies for the intermittent disconnections you've been experiencing and for the inconvenience this has caused.

I've reviewed the available monitoring, but I'd like to correlate this with the most recent occurrence to investigate further. Could you please confirm when you last experienced the disconnect, including the approximate time?

As the Broadband and Service lights remain on while the Internet light goes off, please assist us with the following, if possible:

  • Please confirm whether the Internet light returns on its own, or if you need to reboot.
  • When the issue occurs again, please check whether you can access the router's interface.
  • If possible, provide a screenshot of the router's Internet/WAN status while the Internet light is off.
  • Please run a continuous ping to the router/gateway and to a public IP such as 8.8.8.8 while monitoring the connection. This will help us determine whether the local connection remains active when the Internet session drops.
 
Afrigirl said:
Hi,

Apologies for the intermittent disconnections you've been experiencing and for the inconvenience this has caused.

I've reviewed the available monitoring, but I'd like to correlate this with the most recent occurrence to investigate further. Could you please confirm when you last experienced the disconnect, including the approximate time?

As the Broadband and Service lights remain on while the Internet light goes off, please assist us with the following, if possible:

  • Please confirm whether the Internet light returns on its own, or if you need to reboot.
  • When the issue occurs again, please check whether you can access the router's interface.
  • If possible, provide a screenshot of the router's Internet/WAN status while the Internet light is off.
  • Please run a continuous ping to the router/gateway and to a public IP such as 8.8.8.8 while monitoring the connection. This will help us determine whether the local connection remains active when the Internet session drops.
Click to expand...
Hallo

The disconnection normally happens at night at anytime from 18h to 22h. After that I am asleep. So I would not know. Sometimes during the day, I cannot give times now.

1. Internet light returns on its own
2. I will try, but sometimes the time is to short for me to switch on the laptop
3. I will do that. I have already a couple of these
4. How do I run a continuous ping? By the time I get to my laptop, the connection has been restored. It does not lasts for a long time. Only once it was off for 24 hrs.

What bothers me a lot since I saw this thread, is that Afrihost does not really care. People from all over have the very same issues and Afrihost is giving the very same solutions to everyone which does not work
 
greenleader said:
Hallo

The disconnection normally happens at night at anytime from 18h to 22h. After that I am asleep. So I would not know. Sometimes during the day, I cannot give times now.

1. Internet light returns on its own
2. I will try, but sometimes the time is to short for me to switch on the laptop
3. I will do that. I have already a couple of these
4. How do I run a continuous ping? By the time I get to my laptop, the connection has been restored. It does not lasts for a long time. Only once it was off for 24 hrs.

What bothers me a lot since I saw this thread, is that Afrihost does not really care. People from all over have the very same issues and Afrihost is giving the very same solutions to everyone which does not work
Click to expand...
@Afrigirl
You are not going to believe me, but it is true. It is now for two years I am struggling with my fibre line. The disconnections were far apart. So I did not really worry.
Then since July 26 it becomes more frequent. I reported it like I mentioned before. Both by mail and WhatsApp.
On Friday 25/9 it disconnects, no internet, no service and broadband lights on the ONT. I try the WhatsApp again. My fault has been escalated to Frogfoot. Saturday morning 26/09 I asked again. The agent inform me that Frogfoot is on the way to me. They arrived at 11h15. The tech immediately saw the fault. The fibre optic cable was bend. That is why it mad contact sometimes. When they ask me to restart the ONT, the movement makes it to connect again. I was a happy man until Saturday night. Again it start to disconnect and then connect and carry on like that. No Netflix. No Springboks the Sunday. I watched the game in packages.
Sunday night 27/09, I decided to installed the old router again ( Asus 100mbps) and all the disconnections are gone.
I thought that the new router that Afrihost recommended to me ( EX511) is to fast for the LAN cable. I bought a Cat 6 LAN cable and installed the EX511 again. Then it start to disconnect again. I took the router out and installed the old one again with NO disconnections. Only downside is that I am on a 120mbps line and this router is only capable of 100mbps.
Now I am asking, Is the new router from Afrihost faulty from the start or is it maybe a setting in the router that can be changed. I would like to hear from the experts
 
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