Afrihost blames my line for performance in its own network

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NetUser

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Hello there,
I'm getting erratic VDSL speedtest results. Example: an instance of 30.16Mbps on a 40Mbps line that has consistently achieved up to 38.98Mbps since inception in February 2017 to just a few days ago. Surely there is a time out but I otherwise provided evidence that the slowdown occurs after the connection to my DSLAM and well into the Afrihost network, but the handling agent insists that the problem is with my connection to the DSLAM. Here's my evidence:

C:\Users\USER11>ping cnn.com
Pinging cnn.com [151.101.0.73] with 32 bytes of data:
Reply from 151.101.0.73: bytes=32 time=200ms TTL=45
Reply from 151.101.0.73: bytes=32 time=200ms TTL=45
Reply from 151.101.0.73: bytes=32 time=210ms TTL=45
Reply from 151.101.0.73: bytes=32 time=216ms TTL=45
Ping statistics for 151.101.0.73:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 200ms, Maximum = 216ms, Average = 206ms

C:\Users\USER11>tracert cnn.com
Tracing route to cnn.com [151.101.0.73]
over a maximum of 30 hops:
1 * * * Request timed out.
2 27 ms 28 ms 27 ms jhb-in2.ip.adsl.co.za [169.1.5.30]
3 27 ms 26 ms 26 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
4 26 ms 26 ms 26 ms 169-1-5-74.ip.afrihost.co.za [169.1.5.74]
5 27 ms 28 ms 27 ms 41.169.57.216
6 27 ms 27 ms 27 ms ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
7 218 ms 193 ms 193 ms if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
8 199 ms 199 ms 199 ms if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.89]
9 254 ms 254 ms 247 ms if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
10 200 ms 200 ms 200 ms if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
11 198 ms 198 ms 197 ms if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
12 200 ms 202 ms 201 ms if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
13 198 ms 198 ms 198 ms if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
14 194 ms 193 ms 193 ms 195.219.83.102
15 202 ms 200 ms 200 ms ae-127-3513.edge6.London1.Level3.net [4.69.166.65]
16 202 ms 202 ms 202 ms 149.11.166.202
17 199 ms 199 ms 199 ms 151.101.0.73
Trace complete.
 
NetUser said:
Hello there,
I'm getting erratic VDSL speedtest results. Example: an instance of 30.16Mbps on a 40Mbps line that has consistently achieved up to 38.98Mbps since inception in February 2017 to just a few days ago. Surely there is a time out but I otherwise provided evidence that the slowdown occurs after the connection to my DSLAM and well into the Afrihost network, but the handling agent insists that the problem is with my connection to the DSLAM. Here's my evidence:

C:\Users\USER11>ping cnn.com
Pinging cnn.com [151.101.0.73] with 32 bytes of data:
Reply from 151.101.0.73: bytes=32 time=200ms TTL=45
Reply from 151.101.0.73: bytes=32 time=200ms TTL=45
Reply from 151.101.0.73: bytes=32 time=210ms TTL=45
Reply from 151.101.0.73: bytes=32 time=216ms TTL=45
Ping statistics for 151.101.0.73:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 200ms, Maximum = 216ms, Average = 206ms

C:\Users\USER11>tracert cnn.com
Tracing route to cnn.com [151.101.0.73]
over a maximum of 30 hops:
1 * * * Request timed out.
2 27 ms 28 ms 27 ms jhb-in2.ip.adsl.co.za [169.1.5.30]
3 27 ms 26 ms 26 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
4 26 ms 26 ms 26 ms 169-1-5-74.ip.afrihost.co.za [169.1.5.74]
5 27 ms 28 ms 27 ms 41.169.57.216
6 27 ms 27 ms 27 ms ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
7 218 ms 193 ms 193 ms if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
8 199 ms 199 ms 199 ms if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.89]
9 254 ms 254 ms 247 ms if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
10 200 ms 200 ms 200 ms if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
11 198 ms 198 ms 197 ms if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
12 200 ms 202 ms 201 ms if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
13 198 ms 198 ms 198 ms if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
14 194 ms 193 ms 193 ms 195.219.83.102
15 202 ms 200 ms 200 ms ae-127-3513.edge6.London1.Level3.net [4.69.166.65]
16 202 ms 202 ms 202 ms 149.11.166.202
17 199 ms 199 ms 199 ms 151.101.0.73
Trace complete.
Click to expand...

These results look mostly OK to me. It looks like CNN Is caching somewhere in the UK/EU, so the issue doesn't seem to be on our network at all. I think we need to troubleshoot a bit more extensively to determine what the issue could be. We also could benefit from seeing the response from your exchange on the second hop. If you could please ping bras.afrihost.com so we can check for any intermittent latency.
 
AfriMan said:
These results look mostly OK to me. It looks like CNN Is caching somewhere in the UK/EU, so the issue doesn't seem to be on our network at all. I think we need to troubleshoot a bit more extensively to determine what the issue could be. We also could benefit from seeing the response from your exchange on the second hop. If you could please ping bras.afrihost.com so we can check for any intermittent latency.
Click to expand...

Thank you, Afriman.
I'll get those results as soon as I get home, this evening. May I ask you, though, why is it that the hops start to take up about 7 times longer, already on the hop from Johannesburg to Cape Town? Is that normal?
 
That looks like an international hop, despite the naming.
 
NetUser said:
Thank you, Afriman.
I'll get those results as soon as I get home, this evening. May I ask you, though, why is it that the hops start to take up about 7 times longer, already on the hop from Johannesburg to Cape Town? Is that normal?
Click to expand...

It looks like those are international hops. I know the naming is confusing, but you can always tell when you see that huge jump in ping and change in naming convention.
 
Hello again,

Here's as requested above, the results for bras.afrihost.com

Pinging bras.afrihost.com [155.239.255.250] with 32 bytes of data:
Reply from 155.239.255.250: bytes=32 time=26ms TTL=64
Reply from 155.239.255.250: bytes=32 time=27ms TTL=64
Reply from 155.239.255.250: bytes=32 time=26ms TTL=64
Reply from 155.239.255.250: bytes=32 time=26ms TTL=64

Ping statistics for 155.239.255.250:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 26ms, Maximum = 27ms, Average = 26ms


Tracing route to bras.afrihost.com [155.239.255.250]
over a maximum of 30 hops:

1 26 ms 26 ms 25 ms 155.239.255.250

Trace complete.

------------------------------------------------------------------------------------------------

My speedtest now dropped to 21.34 Mbps; yesterday it was 30.16 Mbps; the maximum ever since I upgraded was 38.95 Mbps --I'm logging a fault with Telkom. I'll also update the ticket with Afrihost and leave my modem switched on, as requested by your colleagues in it.
 
Another update:

As per some of the advice from your office, I tried bypassing the lightning protector: this restored me to a consistent, fast connection. I plugged everything back and "wiggled" all the terminals. Still a consistent, connection at full speed. I'm back with a bang! Pings and Traces remained mostly the same.

Thank you all for your trouble. This seems to be resolved.
 
NetUser said:
Another update:

As per some of the advice from your office, I tried bypassing the lightning protector: this restored me to a consistent, fast connection. I plugged everything back and "wiggled" all the terminals. Still a consistent, connection at full speed. I'm back with a bang! Pings and Traces remained mostly the same.

Thank you all for your trouble. This seems to be resolved.
Click to expand...

Awesome news :)
 
AfriMan said:
Awesome news :)
Click to expand...

Thank you AfriMan,

Unfortunately, it was not to be: the fault came back and now I can even notice when I get disconnected (for about 1 second at a time).

I'm logging a fault with Telkom this morning.
 
NetUser said:
Thank you AfriMan,

Unfortunately, it was not to be: the fault came back and now I can even notice when I get disconnected (for about 1 second at a time).

I'm logging a fault with Telkom this morning.
Click to expand...

:(

Is your DSL line with us? I could always log the fault for you.
 
AfriGenie said:
:(

Is your DSL line with us? I could always log the fault for you.
Click to expand...

Thank you very much AfriGenie,

I rent the DSL circuit directly from Telkom because I want to control that directly, and because it made it easier to switch from my previous ISP to Afrihost.

Throughout this problem, I forgot my own experience. When upgrading the DSL line, as I did, 5 weeks ago, things tend to go a bit out of kilt and most often the port has to be re-created. The Telkom agent insisted on this when I asked for a technician to visit. And it worked. I hope it holds... but I can't say for definite yet, because this is an intermittent fault.

I'd like to express my gratitude to your MBB team and to your back-office team for the guiadance and support.
 
NetUser said:
Thank you very much AfriGenie,

I rent the DSL circuit directly from Telkom because I want to control that directly, and because it made it easier to switch from my previous ISP to Afrihost.

Throughout this problem, I forgot my own experience. When upgrading the DSL line, as I did, 5 weeks ago, things tend to go a bit out of kilt and most often the port has to be re-created. The Telkom agent insisted on this when I asked for a technician to visit. And it worked. I hope it holds... but I can't say for definite yet, because this is an intermittent fault.

I'd like to express my gratitude to your MBB team and to your back-office team for the guiadance and support.
Click to expand...

We're glad to help :) Sadly we can't do more without managing your line, but we're happy to provide any info we can :)
 
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