Afrihost Business Uncapped Feedback - 2

TEXTILE GUY · Dec 5, 2014

AfriMan said:
There were a whole lot of exchanges down in the East yesterday. I remember Durban North in particular had a few exchanges down. As far as I can tell demand and performance in the East should have been pretty normal.

I also think with Telkom pushing for maintenance and upgrades to be completed before the network freeze (usually around the 15th) we could see some services go down while they do their thing.

I certainly hope this is the case. - thanks.

The account has performed notably for a while since the ''chnges'', but this past few days - its been just kark.

What I will do, is monitor it over the next few days and feedback here.

I would however suggest that the tele operators and all the other ways that AH touches its customers get together and get one story going. (Even if it only placates the customer).
I get nervous when the answers vary from Telkom has a problem to WE have a problem - its not the most confidence inspiring position to be in.

Francois Marais · Dec 5, 2014

AfriMan said:
I can totally understand your frustration here, Francois, and I am sorry that your experience has been poor for so long. We did some major work on our network, and we're mostly seeing performance at normal levels (in some cases better than before) and it's definitely concerning that you are not experiencing the same.

What services in particular are not as good as they should be? Can you PM me with any testing that you have already run?

Will do later tonight. Busy time of the year. Did a total shutdown on all my systems in a hope that the internet might work tonight.

AfriMan · Dec 5, 2014

TEXTILE GUY said:
I certainly hope this is the case. - thanks.

The account has performed notably for a while since the ''chnges'', but this past few days - its been just kark.

What I will do, is monitor it over the next few days and feedback here.

I would however suggest that the tele operators and all the other ways that AH touches its customers get together and get one story going. (Even if it only placates the customer).
I get nervous when the answers vary from Telkom has a problem to WE have a problem - its not the most confidence inspiring position to be in.

I'm not sure what the person was referring to. I know we do our absolute best to give everyone the same information to work from, but I guess if the person you happen to speak to on the night goes off-message, it's just downhill from there.

We'll definitely keep up the pressure on the team to make sure they keep the message consistent (and accurate) at all times

AfriMan · Dec 5, 2014

Francois Marais said:
Will do later tonight. Busy time of the year. Did a total shutdown on all my systems in a hope that the internet might work tonight.

Please let me know when you have. Maybe it will lead us to a way to improve your experience.

JesseG · Dec 5, 2014

TEXTILE GUY said:
Now that I can connect to the internet a bit ....

1, I am in the East
2. The telesupport person was going on about something that AH was working on and she couldn't reset the port .... I must admit, I was a bit pi$$ed off, and didnt really take the propaganda in.

The last time we thought it was Telkom ..... Gian Visser wrote a long explaining the problem ..... I am not going down that silly path again,

Last Result: (4Mbps account(
Download Speed: 796 kbps (99.5 KB/sec transfer rate)
Upload Speed: 419 kbps (52.4 KB/sec transfer rate)
Latency: 75 ms
12/4/2014, 11:21:19 PM

And I am too scared to contact support via CZ, lest I get old ''cut and paste'' Donovan on the case.

Edit .... I am sure Jessie G is also East ?

Yip, also in the East

JesseG · Dec 5, 2014

@Afriman, I am not even close to Durban North, so that can't be the explanation for the Youtube issues.....Will this problem continue over the weekend?

AfriGuy · Dec 5, 2014

JesseG said:
@Afriman, I am not even close to Durban North, so that can't be the explanation for the Youtube issues.....Will this problem continue over the weekend?

Have you submitted and test results to our Support team to troubleshoot this further?

JesseG · Dec 5, 2014

AfriGuy said:
Have you submitted and test results to our Support team to troubleshoot this further?

No thanks, have lost all faith in your support staff.....besides, I'm not the only one experiencing this problem, looks like users in the East are having the same issues as me, so it's not an isolated problem.....

AfriGuy · Dec 5, 2014

JesseG said:
No thanks, have lost all faith in your support staff.....besides, I'm not the only one experiencing this problem, looks like users in the East are having the same issues as me, so it's not an isolated problem.....

I can't spot any general trends on my end, if it was a widespread issue we'd see it.
Please mail our team some results, we can troubleshoot and investigate from there.

JesseG · Dec 5, 2014

ticket ref as per your request : PHL-757-97704

AfriGuy · Dec 5, 2014

JesseG said:
ticket ref as per your request : PHL-757-97704

Thanks, will follow this up with our team.

Tweebeenvis · Dec 5, 2014

This is beyond a pathetic now. Stuck it out for 3 months but things are still unstable. Afrihost support no longer responding to emails - been waiting 6 days now and no reply. My FNB account works fine, this is an Afrihost issue. Paying for a business account. Pathetic.

AfriGuy · Dec 5, 2014

Tweebeenvis said:
This is beyond a pathetic now. Stuck it out for 3 months but things are still unstable. Afrihost support no longer responding to emails - been waiting 6 days now and no reply. My FNB account works fine, this is an Afrihost issue. Paying for a business account. Pathetic.

Really sorry to hear about the issues here

Do you perhaps have the ticket ID that I can look at?

Tweebeenvis · Dec 5, 2014

LFR-717-62081 "High Priority"

AfriGuy · Dec 5, 2014

Tweebeenvis said:
LFR-717-62081 "High Priority"

Thanks.
Could you PM me please? I'd like to confirm and run through a few things with you.

giggity · Dec 5, 2014

Jhb:
Download Speed: 1118 kbps (139.8 KB/sec transfer rate)
Upload Speed: 777 kbps (97.1 KB/sec transfer rate)
Latency: 133 ms
12/5/2014, 11:16:54 AM

International:
Download Speed: 486 kbps (60.8 KB/sec transfer rate)
Upload Speed: 730 kbps (91.3 KB/sec transfer rate)
Latency: 280 ms
12/5/2014, 11:18:51 AM

Code:

Tracing route to afrihost.co.za [197.242.144.102]
over a maximum of 30 hops:

  1     1 ms     2 ms     1 ms  10.0.0.2
  2    14 ms     9 ms    20 ms  105-236-10-1-esr-lo.mtnbusiness.co.za [105.236.1
0.1]
  3    29 ms    25 ms    31 ms  41.181.221.214
  4    29 ms    34 ms    29 ms  rb-dca-2.za--qux-b.za.mtnbusiness.net [41.181.16
5.118]
  5    33 ms    28 ms    25 ms  rb-dca-2.za--rb-cr-1.mtnns.net [196.44.31.122]
  6    50 ms    27 ms    48 ms  jh-dca-2.za--jh-cr-1.za-a.mtnns.net [196.44.0.22
1]
  7    26 ms    26 ms    36 ms  196.31.220.10
  8    92 ms    73 ms   100 ms  196.31.220.21
  9    27 ms    31 ms    30 ms  196.31.63.202
 10    26 ms    30 ms    25 ms  vl9-ah-ha-2.za.mtnbusiness.net [196.30.42.133]
 11    31 ms    26 ms    25 ms  afrihost.co.za [197.242.144.102]

Trace complete.

just... why?

AfriGuy · Dec 5, 2014

giggity said:
Jhb:
Download Speed: 1118 kbps (139.8 KB/sec transfer rate)
Upload Speed: 777 kbps (97.1 KB/sec transfer rate)
Latency: 133 ms
12/5/2014, 11:16:54 AM

International:
Download Speed: 486 kbps (60.8 KB/sec transfer rate)
Upload Speed: 730 kbps (91.3 KB/sec transfer rate)
Latency: 280 ms
12/5/2014, 11:18:51 AM

Code:

Tracing route to afrihost.co.za [197.242.144.102] over a maximum of 30 hops: 1 1 ms 2 ms 1 ms 10.0.0.2 2 14 ms 9 ms 20 ms 105-236-10-1-esr-lo.mtnbusiness.co.za [105.236.1 0.1] 3 29 ms 25 ms 31 ms 41.181.221.214 4 29 ms 34 ms 29 ms rb-dca-2.za--qux-b.za.mtnbusiness.net [41.181.16 5.118] 5 33 ms 28 ms 25 ms rb-dca-2.za--rb-cr-1.mtnns.net [196.44.31.122] 6 50 ms 27 ms 48 ms jh-dca-2.za--jh-cr-1.za-a.mtnns.net [196.44.0.22 1] 7 26 ms 26 ms 36 ms 196.31.220.10 8 92 ms 73 ms 100 ms 196.31.220.21 9 27 ms 31 ms 30 ms 196.31.63.202 10 26 ms 30 ms 25 ms vl9-ah-ha-2.za.mtnbusiness.net [196.30.42.133] 11 31 ms 26 ms 25 ms afrihost.co.za [197.242.144.102] Trace complete.

just... why?

Not cool

Could you PM me your line number please? I'd like to run a few checks with you.

Ho3n3r · Dec 5, 2014

Disconnect.
Reconnect.
2 minutes.
etc.

Again.

2nd time this week.

AfriGuy · Dec 5, 2014

Ho3n3r said:
Disconnect.
Reconnect.
2 minutes.
etc.

Again.

2nd time this week.

Did we have a line fault logged for you on this?

hawky358 · Dec 5, 2014

Youtube is very slow cannot stream reasonably - 360p or below works, but everything higher buffers constantly (Speed seems to be hitting a ceiling at around 150KB/s). All other services are acceptable and running full speed including p2p.

Changing DNS does not help.

Code:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                   No response from host -  100 |  155 |    0 |    0 |    0 |    0 |    0 |
|                           41.181.178.42 -    0 |  155 |  155 |    0 |   33 |  219 |   15 |
|    ipc-recieve-jh-4a.za.mtnbusiness.net -    0 |  155 |  155 |    0 |   14 |  125 |    0 |
|    qux-jh-dca-2.za-b.za.mtnbusiness.net -    0 |  154 |  154 |    0 |   14 |   94 |   16 |
|   jh-dca-2.za--qux-b.za.mtnbusiness.net -    0 |  154 |  154 |    0 |   15 |   47 |   15 |
|                           41.181.180.10 -    0 |  154 |  154 |  187 |  189 |  219 |  187 |
|        ls-cr-2.uk--rb-cr-1.za.mtnns.net -    0 |  154 |  154 |  203 |  207 |  312 |  203 |
|        ls-pr-2.uk--ls-cr-2.uk-a.mtn.net -    0 |  154 |  154 |  187 |  190 |  219 |  203 |
|     google-peering-ls-pr-2.uk.mtnns.net -    0 |  154 |  154 |  187 |  190 |  219 |  187 |
|                           209.85.255.76 -    0 |  154 |  154 |  187 |  191 |  235 |  187 |
|                            216.239.51.7 -    0 |  154 |  154 |  187 |  190 |  235 |  203 |
|                          209.85.251.190 -    0 |  154 |  154 |  187 |  204 |  234 |  203 |
|                           72.14.235.141 -    0 |  154 |  154 |  203 |  220 |  250 |  219 |
|                   No response from host -  100 |  154 |    0 |    0 |    0 |    0 |    0 |
|                    de-in-f190.1e100.net -    0 |  154 |  154 |  203 |  219 |  235 |  219 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR - 0.8. Copyleft @2000-2002 Vasile Laurentiu Stanimir  ( stanimir@cr.nivis.com )

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