Accelerit ISP Tango Down? [02/07/2023]

[ld13]

Anyone else down at the moment?

Everything seems to be down, connection, """support""" telephone lines, website, everything.

Edit:
Website still down.
0105000220 down.
Have reached out to the director, Mandlenkosi Patrick Ngcobo (Mandla) for comment, but no luck.

<redacted>

 

[ld13]

Just a 'few' areas. Including their website, their support lines, ... oh, and all ISP services. Thats all.

 

[ld13]

Here we are again. A radius server is broken, so the whole of Western and Eastern Cape is down.

Issue Desc: Faulty Hardware.
Update: Technician onsite working on the matter.
Updates will be provided as soon as received from NOC

This was at like 8am. Silence since then.

 

[ld13]

Wonderful update from @AcceleritZa:

Dear Valued Customers,
Please note that we are aware of the connection being down in the Western Cape and also affecting Eastern Cape, this is due to a technical fault one of the core devices in the Western Cape Data Centre.
Issue Desc: Faulty Hardware.
Update: Technician onsite working on the matter.

@Frogfoot Fibre any minimum standards when it comes to ISPs? Or is it a free for all?



Edit: @ the mods, I kid you not, this is public information
@[email protected] as sole director of Accelerit, where is the backup radius server at?

 

[ld13]

@Frogfoot Fibre we sitting high and dry again since this morning around 09:54 here in the Helderberg. Seems to be everyone on Accelerit. Been 5 hours already and Accelerit is not exactly playing open cards.

 

[Frogfoot Fibre]

@Frogfoot Fibre we sitting high and dry again since this morning around 09:54 here in the Helderberg. Seems to be everyone on Accelerit. Been 5 hours already and Accelerit is not exactly playing open cards.

Hi there,

We're sorry to hear this.

Please send us a direct message with your details and we will look into this for you.

Thank you.

 

[ld13]

Hi there,

We're sorry to hear this.

Please send us a direct message with your details and we will look into this for you.

Thank you.

YGPM

 

[ld13]

Aaand down again, all 4 of my lines.

 

[ld13]

Aaand down again

And they never explain why it went down when they do eventually get to fixing it. Such fun.

 

[PBCool]

Seems Vumatel just had a large outage.

 

[ld13]

Aaand down again. Feels like they are making up for having a good run since June '25

 

[ld13]

@Frogfoot Fibre i give up, your agent, accelerit, is unable to tell me why my 4 lines are down. Spent almost 3 hours on the phone with them this morning...Do you not give them the tools, training, or what is going on here? I miss the adsl days, sad to say.

What am I doing wrong???

 

[warrenpridgeon]

What am I doing wrong???

Staying with them?

Are there no other options where you are?

 

[Herr der Verboten]

@Frogfoot Fibre i give up, your agent, accelerit, is unable to tell me why my 4 lines are down. Spent almost 3 hours on the phone with them this morning...Do you not give them the tools, training, or what is going on here? I miss the adsl days, sad to say.

What am I doing wrong???

Dsl days weren't that good - seems you forgot about Telkom automatically resyncing you to lower speeds. Not forgetting their amazing freeze periods.

 

[ld13]

Are there no other options where you are?

Just frogfoot infrastructure, and changing ISPs in the year of our lord 2026 remains a heroic undertaking. Dark patterns abound. The processes exist, but you are just a number. The system was not designed for your convenience, it was designed to make it as difficult as possible to move

Dsl days weren't that good - seems you forgot about Telkom automatically resyncing you to lower speeds. Not forgetting their amazing freeze periods.

Same freeze periods exist on fibre, no? And I never had speed issues on adsl, as I had the cheapest package for the longest time. When helping others, I think I only had to get them to refresh the profile or do a port recreate? The only real outages I remember, apart from that one time where the copper got stolen, were when the dslam would freeze, and once I got the callcentre to understand that, it was a quick fix. Just needed a Telkom tech to swing by the dslam, which happened fairly regularly anyway.

Back then I had the area manager's cell number on speed dial as well, and it was public information. Fast forward to today and I MUST go through the FSP, who then logs a ticket with Frogfoot. We've somehow managed to introduce layers of incompetence. Things have genuinely regressed.

@Frogfoot Fibre, the ISP FINALLY has this on their noticeboard, but I am not seeing this on your status page. Are they lying?

 

[Herr der Verboten]

Perhaps but you do make dsl as if it never had issues; look I'm not getting into tit for tat with you over this.

 

[ld13]

Perhaps but you do make dsl as if it never had issues; look I'm not getting into tit for tat with you over this.

Had issues yes, but almost none that didn't have a pathway to a fix. It helped that the fabric between the end-point and the support tech was thinner (non-existent, really), and our local dslam was fairly stable. Because of that thin fabric, I had a tool in my toolbelt for most common issues I ever encountered with adsl,, network, routing, and cable theft aside. I could work with the person on the other end of the line to find and fix things in a reasonable amount of time. By the time they rolled out 40mb vdsl to my local dslam, most things that could go wrong had gone wrong and were no longer a mystery, on either side of the line

Since moving to fibre though, that fabric has thickened. There's now an in-between ISP layer that may itself not have access to the full picture on their side, a double pendulum of sorts. No more simply swapping out PPPoE details if it turned out to be an ISP-side issue. I could hear the "I've exhausted all possible avenues" in the support tech's voice today.

So yes, adsl had its problems but I miss how approachable the troubleshooting felt (or at least I remember it to feel). With fibre I'm still building that mental map, and I can't exactly vote with my feet in a hurry either. Switching providers is a month-long affair, with downtime, unless I'm willing to double-pay for a second line in the interim

i am just at my wits end

 

[Frogfoot Fibre]

@Frogfoot Fibre i give up, your agent, accelerit, is unable to tell me why my 4 lines are down. Spent almost 3 hours on the phone with them this morning...Do you not give them the tools, training, or what is going on here? I miss the adsl days, sad to say.

What am I doing wrong???

Hi there,

We are really sorry for any inconvenience caused to you.

Kindly note that your link is online and operational on our end; however, this is an issue isolated to Accelerit.

They are aware of the fault on their end and are working towards resolving this issue as quickly as possible.

We will provide our customers with confirmation as soon as we receive feedback from Accelerit.

Kind regards.

 

[ld13]

Kindly note that your link is online and operational on our end; however, this is an issue isolated to Accelerit.

They are aware of the fault on their end and are working towards resolving this issue as quickly as possible.

We will provide our customers with confirmation as soon as we receive feedback from Accelerit.

We might have different definitions of online or something. At least you are confirming now that this is an ISP issue, although some more clarity would be great. I guess the better question is: Why does frogfoot make it so horribly complicated to switch ISPs in instances like these? Feels like I am being punished for an ISP issue.

My link was down in my eyes till at least about midday, today. Although, while the link is up now, this does not count as usable for a 120/60mbps line - how is this ok?:

 

[ld13]