Afrihost Business Uncapped Feedback - 2

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AfriGenie said:
Morning Guys!

I'm sure you guys noticed the mishap on Saturday, basically two of the highly important servers that regulates the bandwidth management suffered an emergency shutdown, this caused all new sessions from about 04h40 on Saturday to be assigned to fallback bandwidth which caused the slow speeds for those new sessions. The issue was resolved in a few hours, but our system had to start working through all new active sessions, and disconnect them to ensure that the users were re-assigned to the correct bandwidth group. This happened again on Sunday evening, but this was resolved within a hour.

If you are still seeing slower than normal throughput, powering down your ADSL modem for 30 seconds, then powering it on again should get you running at full speed again.

Needless to say I am really sorry guys, this is definitely not a cool thing to have happen, and we're taking extremely thorough changes to make sure this does not happen again.

If you are still seeing performance that is not up to scratch please let me know!
Click to expand...

Still wonky this end, I restarted everything early this morning and latency is still all over the place?
 
AfriGenie said:
It looks like only users that started a new authenticated sessions between 04h30 and about 10h00 on Saturday morning would have seen the reduced throughput, if your modem authenticated before then or after that period, you would have run at full speed.
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AfriGenie, I know I sound like a stuck record as I have mentioned it on numerous occasions but for the life of me I cannot understand why you guys don't update your website? Is it honestly that difficult? If there is an issue surely you guys are aware of it? Does it take that long to INFORM your clients that there is an issue with the network? Does everyone go home on the weekend and leave the office completely empty?

The exact same thing happened last time when you had the IPC issue. We all knew about it on the forums but the website said otherwise, a week later it was updated. If Axxess can do it, why cant you?

Its pathetic

On a side note, you are more than welcome to view my previous posts but I have always given you guys the benefit of the doubt and I really understand that things happen beyond your control but WOW the communication and transparency to your clients from your side is an absolute joke.
 
What I find amazing, your site shows about 50 people listed under support, but there is never anyone around after hours or on the forums. Thing like the issues over the weekend, are an indication that Afrihost as a company need to re look at how you run support. Some of use rely on the Internet as a means to generate and income, and not all of us can have backup accounts. So support needs to be available 24/7 as advertised by your website. Also continually requesting tracerts and speedtests just wastes our time if you know there are issues. I don't know how many tests I have sent, how many tickets I have had open with Critical Care, nothing really seems to help as no one really seems to know what is going on, and I have to continually request feedback on my issues. Seriously this is not good enough.
 
Hummercellc said:
Still wonky this end, I restarted everything early this morning and latency is still all over the place?
Click to expand...

Are you still seeing wonky latencies on all of the accounts or only on some of them? Could you DM me the username of the affected account/s so that I can check on them from my side.
 
Mypro-D said:
AfriGenie, I know I sound like a stuck record as I have mentioned it on numerous occasions but for the life of me I cannot understand why you guys don't update your website? Is it honestly that difficult? If there is an issue surely you guys are aware of it? Does it take that long to INFORM your clients that there is an issue with the network? Does everyone go home on the weekend and leave the office completely empty?

The exact same thing happened last time when you had the IPC issue. We all knew about it on the forums but the website said otherwise, a week later it was updated. If Axxess can do it, why cant you?

Its pathetic

On a side note, you are more than welcome to view my previous posts but I have always given you guys the benefit of the doubt and I really understand that things happen beyond your control but WOW the communication and transparency to your clients from your side is an absolute joke.
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:(

You are right, we can definitely be more proactive in that sense of keeping our Clients more up to date on our network status, and if it were up to me I would go so far as to have Telkom network outages listed on our website.

Very soon we'll be rolling out an automated monitoring system, which will monitor authentication and throughput stats for each of our active ADSL sessions, and it will be able to detect any issues such as a Telkom ADSL outage or something similar to what happened on Saturday and automatically updated the affected clients.
 
PurSpyk!! said:
What I find amazing, your site shows about 50 people listed under support, but there is never anyone around after hours or on the forums. Thing like the issues over the weekend, are an indication that Afrihost as a company need to re look at how you run support. Some of use rely on the Internet as a means to generate and income, and not all of us can have backup accounts. So support needs to be available 24/7 as advertised by your website. Also continually requesting tracerts and speedtests just wastes our time if you know there are issues. I don't know how many tests I have sent, how many tickets I have had open with Critical Care, nothing really seems to help as no one really seems to know what is going on, and I have to continually request feedback on my issues. Seriously this is not good enough.
Click to expand...

Our Support Team is completely separate to the Social Media Team, so whilst we - the Social Media Team - are available from Monday to Friday 08h00 to 20h00 our Support Team is available 7 days a weeks 24 hours a day through our Call Center, Email Support and LiveChat Support for Hosting.

Any tests that we've asked you to do, would be because we need those actual test results, and I can imagine that it is frustrating to hear a request for traceroutes over and over again, these results quite often help us significantly in isolating any issues that there may be.
 
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AfriGenie said:
Our Support Team is completely separate to the Social Media Team, so whilst we - the Social Media Team - are available from Monday to Friday 08h00 to 20h00 our Support Team is available 7 days a weeks 24 hours a day through our Call Center, Email Support and LiveChat Support.

Any tests that we've asked you to do, would be because we need those actual test results, and I can imagine that it is frustrating to hear a request for traceroutes over and over again, these results quite often help us significantly in isolating any issues that there may be.
Click to expand...

Thats only for hosting, correct?
 
download speeds are going down again same as friday and last week end
testing on another account no problems
are we being managed again?
 
Last edited:
AfriGenie said:
Our Support Team is completely separate to the Social Media Team, so whilst we - the Social Media Team - are available from Monday to Friday 08h00 to 20h00 our Support Team is available 7 days a weeks 24 hours a day through our Call Center, Email Support and LiveChat Support.

Any tests that we've asked you to do, would be because we need those actual test results, and I can imagine that it is frustrating to hear a request for traceroutes over and over again, these results quite often help us significantly in isolating any issues that there may be.
Click to expand...

2nLiKEw.png


Afrigenie your site seems to beg to differ, also when I called on Saturday (think it was around midday) I was caller 20 something in the queue with an estimated wait of 40 min. If I wanted the Telkom experience I would go to Telkom. You live support also didn't work worth a damn had the window open for over 1.5 hours with no response.

Incidentally your call center blurb was blaming Telkom for some fault no word on YOUR fault that by your own admission was detected at 4:40am surely enough time to record another avr recording?

Whilst this is not an attack on you it is a clear failure on your managements part that time and time again fails to do simple disaster management and recovery.
 
AfriGenie said:
At this point I'm still slightly ambivalent towards the new DSMS / ASSIA system. It is okay when it works fine, but I've had too many users suddenly having perfectly usable 40 / 20 /10 Mbps lines dropped to two thirds of the line speed or even half of the line speed because some arbitrary stats haven't been met. And getting those syncs reset to the original speeds is a nightmare.
Click to expand...

They should have gone with a more intelligent DM/GM. This has been exactly me experience, a line without fault been regraded every few days back to what I had initially.

Thanks for the reply...
 
8-BALL said:
2nLiKEw.png


Afrigenie your site seems to beg to differ, also when I called on Saturday (think it was around midday) I was caller 20 something in the queue with an estimated wait of 40 min. If I wanted the Telkom experience I would go to Telkom. You live support also didn't work worth a damn had the window open for over 1.5 hours with no response.

Incidentally your call center blurb was blaming Telkom for some fault no word on YOUR fault that by your own admission was detected at 4:40am surely enough time to record another avr recording?

Whilst this is not an attack on you it is a clear failure on your managements part that time and time again fails to do simple disaster management and recovery.
Click to expand...

The incoming Call Center does close after those hours, however you can send a SMS with Help in it to 32541 at anytime of day and night, and our Team will call you back to assist with any queries that you may have.

Our Call Center does get very busy at times, and we are expanding our Support Team as quickly as possible - the induction process has slowed a bit as we put all new Support Personnel through a 4 week training program - but you should see call times in general return to previous levels.

I do think we're making things significantly more difficult for ourselves by not using the tools we have available, and this weekend reinforced this. We're taking a long hard look at this, and is something we will be taking steps to address.
 
8-BALL said:
Incidentally 10M cpt

xyY9xbp.png
Click to expand...

You should definitely be running much closer your line speed at this moment, would you mind sending me a PM with your ADSL account details so that I can check what is going on.
 
Know i see my ticket was closed
Ticket ID: SCL-707-90790
Department: Feedback
Type: Issue
Status: Closed
Priority: High

but i reply to the ticket last on Sunday 13:00
still no reply


kohlhtor said:
Sorry the problem Started on Friday evening i open a ticket at 20:00
and the last rebly was
On 14 Mar 2015, at 16:48, Pule.M - Afrihost.com <[email protected]> wrote:

Good afternoon

Would you kindly run that traceroute using the Afrihost account and take a screen shot of that traceroute and send back to us.

We will then troubleshoot further.

Have a great day and please let me know if I can help with anything else!

Warm regards

Pule.M
Afrihost.com
Pure Internet Joy!


No Answer on Sunday up to 13:00 on sunday the problem was not resolved
I switch wom my Telkom Account to afrihost i was getting 1/3 of the Line speed
Click to expand...
 
kohlhtor said:
Know i see my ticket was closed
Ticket ID: SCL-707-90790
Department: Feedback
Type: Issue
Status: Closed
Priority: High

but i reply to the ticket last on Sunday 13:00
still no reply
Click to expand...

That's definitely not cool, can you please send me a PM with the email address you used to sent the ticket so that I can follow-up on it from my side.
 
Speeds were fine between 12pm-1pm earlier today but since has dropped again.

Local
http://www.speedtest.net/result/4217964868.png


International
http://www.speedtest.net/result/4217972517.png


Tracing route to www.movreel.com [81.17.27.81]
over a maximum of 30 hops:

1 2 ms 2 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 24 ms 95 ms 104 ms 41.181.178.18
4 11 ms 30 ms 17 ms ipc-recieve-jh-2a.za.mtnbusiness.net [41.181.178
.17]
5 45 ms 40 ms 18 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
6 24 ms 20 ms 77 ms jh-dca-2.za--qux-b.za.mtnbusiness.net [41.181.16
5.114]
7 227 ms 203 ms 193 ms 41.181.180.10
8 244 ms 246 ms 227 ms ls-cr-2.uk--rb-cr-1.za.mtnns.net [196.44.31.114]

9 215 ms 193 ms 189 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.20
1]
10 283 ms 244 ms 190 ms linx-1.init7.net [195.66.224.175]
11 231 ms 223 ms 261 ms r1lon1.core.init7.net [82.197.168.41]
12 264 ms 211 ms 213 ms r1glb1.core.init7.net [82.197.164.169]
13 240 ms 285 ms 248 ms r1zrh2.core.init7.net [77.109.128.237]
14 221 ms 216 ms 216 ms gw-privatelayer.init7.net [77.109.146.51]
15 * * * Request timed out.
16 210 ms 207 ms 210 ms 31.7.62.194
17 217 ms 219 ms 234 ms 81.17.27.81

Trace complete.

Speed test and tracert on my 1 gig capped account (speeds are better, even though also fluctuation a bit but not as bad as business account)

http://www.speedtest.net/result/4217979964.png

Tracing route to www.movreel.com [81.17.27.81]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 10 ms 10 ms 10 ms 41.181.221.245
4 9 ms 10 ms 9 ms 41.181.221.246
5 10 ms 59 ms 9 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
6 9 ms 8 ms 9 ms jh-dca-2.za--qux-b.za.mtnbusiness.net [41.181.16
5.114]
7 221 ms 189 ms 188 ms 41.181.180.10
8 206 ms 207 ms 207 ms ls-cr-2.uk--rb-cr-1.za-g.mtnns.net [196.44.31.11
4]
9 206 ms 206 ms 206 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.20
1]
10 243 ms 217 ms 206 ms linx-1.init7.net [195.66.224.175]
11 205 ms 217 ms 205 ms r1lon1.core.init7.net [82.197.168.41]
12 208 ms 207 ms 215 ms r1glb1.core.init7.net [82.197.164.169]
13 210 ms 209 ms 213 ms r1zrh2.core.init7.net [77.109.128.237]
14 233 ms 232 ms 233 ms gw-privatelayer.init7.net [77.109.146.51]
15 * 209 ms 208 ms tengigc04p01.edge01.privatelayer.com [31.7.63.5]

16 216 ms 216 ms 221 ms 31.7.62.194
17 232 ms 231 ms 232 ms 81.17.27.81

Trace complete.
 
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