Persistent Peak-Hour Packet Loss & High Jitter (47ms) on Webafrica / Openserve - 3 Months Unresolved

[frischrisroux]

Hi everyone / Webafrica Reps,

I’ve been struggling with severe packet loss and jitter every single night during peak hours (19:00 - 22:00) on my Webafrica Openserve fibre line for over 3 months now.

Every time I log a ticket with Webafrica support, they simply log a generic call with Openserve. Openserve tests the physical line during off-peak hours or checks basic sync, finds no physical fault, and closes the ticket. Meanwhile, the exact same issue returns every single evening.

Diagnostics & Proof:

• Physical Line Ping: Excellent (7\text{ ms} baseline)

• Jitter: Extremely high (47\text{ ms} during peak hours via the official Openserve Connect App test)

• Gateway: 196.210.11.202 (Webafrica JHB IPC / Core)

• Impact: In-game rubberbanding/packet loss, voice call cutting, and buffering streams strictly during evening peak hours.

Attached is the screenshot from the Openserve Connect test showing 7\text{ ms} ping with 47\text{ ms} jitter on Webafrica’s gateway.

 

[PretoriaWISP]

Its blank...

 

[EmmanuelGoldstein]

bmmm bmmm bmmmm
kuk ISPs are coming around again...
The CEOs need new Beemers...
So they cut on overseas bandwidth again...

 

[frischrisroux]

Its blank...

See below, also attached faulty that was logged again saying it is openserve!!!

 

[Jason-ZA]

Might be worth asking @PBCool / @CoolEscalator for a test account and see how that performs in the evening.

Will be an easy way to rule out if its Openserve or not.

 

[PretoriaWISP]

See below, also attached faulty that was logged again saying it is openserve!!!

See if the guys from Cool Ideas can give you a test account. Money is on Web Africa being the problem but, I must be a good little techie on here and not cast doubts...

Of course I am going to ask.

Did you perform your tests via cable?
Have you swapped out your cat5 cables with new ones?
What package are you on?
What applications does it impact specifically & and is this all run via Wi-Fi or cable.

Just for the other guys to see

 

[PretoriaWISP]

What is worrying me is the one screenshot shows the speed test done via wifi. So maybe the router is causing you grief. and its got you on a bad channel for the wifi.

https://scoop.co.za/reyee-dual-band-wifi-6-3000mbps-5dbi-gigabit-mesh-router-rg-ew3000gx.html

Usually the router they give you is crap so the above one is what we normally install. they work well or whatever other brand. Run a cable from the TV to the router if possible and see if the jittering stops on streaming. but if it is all wifi then swap out the router for another.

 

[frischrisroux]

See if the guys from Cool Ideas can give you a test account. Money is on Web Africa being the problem but, I must be a good little techie on here and not cast doubts...

Of course I am going to ask.

Did you perform your tests via cable?
Have you swapped out your cat5 cables with new ones?
What package are you on?
What applications does it impact specifically & and is this all run via Wi-Fi or cable.

Just for the other guys to see

Thanks for the reply.
Done this using cable, wifi and portable wifi 6 600mbps new generation. All tests that possible can be done. Only happens at peak hours, really so frustrating, during day it is fine. Webafrica's backhaul route cannot handle peak-hour traffic volume!!!

 

[CoolEscalator]

Might be worth asking @PBCool / @CoolEscalator for a test account and see how that performs in the evening.

Will be an easy way to rule out if its Openserve or not.

Thanks for the @

@frischrisroux , trust you are well, I have DM'd you a test account.
If you experience the same issue over our network, the issue is most definitely with Openserve(likely backhaul or POP congestion), and WebAfrica will need to escalate accordingly.
If you do not, the issue is likely with Web-Africa's BNG or they have capacity constraints at their NNI LAG with Openserve.