Afrihost Business Uncapped Feedback - 2

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Gatecrasher said:
Opened support ticket CLJ-309-46632 on Friday. No response yet.
Click to expand...

I received a reply in which they will state they are unable to refund the charges.

Well, that is just not acceptable. I started the free Afrihost Plus trial in December and Cancelled it before 1 January. There should be no separate Simfy charges. At all. Ever. I'm not even interested in it.
 
Having some download and streaming issues. On youtube seems fine but on dailymotion can't stream even on 480p

Downloads also like between 100-200kbps on 6mbps line. Normally I get up to 700kbps

Speed test seems fine.

Here's tracert

Tracing route to www.movreel.com [89.46.103.114]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 11 ms 64 ms 171 ms 41.181.221.249
4 10 ms 10 ms 10 ms 41.181.221.250
5 10 ms 10 ms 9 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
6 23 ms 10 ms 9 ms jh-dca-2.za--qux-q.za.mtnbusiness.net [196.31.18
0.4]
7 198 ms 206 ms 197 ms 41.181.180.10
8 232 ms 238 ms 206 ms ls-cr-2.uk--rb-cr-1.za.mtnns.net [196.44.31.114]

9 205 ms 197 ms 197 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.20
1]
10 375 ms 197 ms 197 ms TenGigabitEthernet8-2.ar6.LON3.gblx.net [208.48.
238.185]
11 199 ms 197 ms 198 ms p1-0.globalcrossing.londen03.uk.bb.gin.ntt.net [
208.50.13.146]
12 201 ms 202 ms 200 ms ae-4.r22.londen03.uk.bb.gin.ntt.net [129.250.5.2
4]
13 270 ms 269 ms 272 ms ae-3.r21.frnkge03.de.bb.gin.ntt.net [129.250.3.1
38]
14 312 ms 312 ms 313 ms ae-3.r02.frnkge04.de.bb.gin.ntt.net [129.250.4.5
4]
15 323 ms 316 ms 367 ms ae-3.r00.buchro01.ro.bb.gin.ntt.net [129.250.3.2
35]
16 347 ms 305 ms 312 ms te5-8-0-bb1.buc1.ro.m247.ro [83.217.231.98]
17 * * * Request timed out.
18 295 ms 307 ms 307 ms mx-pool114.intelicontacts.com [89.46.103.114]

Trace complete.
 
Gatecrasher said:
I received a reply in which they will state they are unable to refund the charges.

Well, that is just not acceptable. I started the free Afrihost Plus trial in December and Cancelled it before 1 January. There should be no separate Simfy charges. At all. Ever. I'm not even interested in it.
Click to expand...

Simfy should be listed as a separate service though :(
 
KoolDaffy said:
Having some download and streaming issues. On youtube seems fine but on dailymotion can't stream even on 480p

Downloads also like between 100-200kbps on 6mbps line. Normally I get up to 700kbps

Speed test seems fine.

Here's tracert

Tracing route to www.movreel.com [89.46.103.114]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 11 ms 64 ms 171 ms 41.181.221.249
4 10 ms 10 ms 10 ms 41.181.221.250
5 10 ms 10 ms 9 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
6 23 ms 10 ms 9 ms jh-dca-2.za--qux-q.za.mtnbusiness.net [196.31.18
0.4]
7 198 ms 206 ms 197 ms 41.181.180.10
8 232 ms 238 ms 206 ms ls-cr-2.uk--rb-cr-1.za.mtnns.net [196.44.31.114]

9 205 ms 197 ms 197 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.20
1]
10 375 ms 197 ms 197 ms TenGigabitEthernet8-2.ar6.LON3.gblx.net [208.48.
238.185]
11 199 ms 197 ms 198 ms p1-0.globalcrossing.londen03.uk.bb.gin.ntt.net [
208.50.13.146]
12 201 ms 202 ms 200 ms ae-4.r22.londen03.uk.bb.gin.ntt.net [129.250.5.2
4]
13 270 ms 269 ms 272 ms ae-3.r21.frnkge03.de.bb.gin.ntt.net [129.250.3.1
38]
14 312 ms 312 ms 313 ms ae-3.r02.frnkge04.de.bb.gin.ntt.net [129.250.4.5
4]
15 323 ms 316 ms 367 ms ae-3.r00.buchro01.ro.bb.gin.ntt.net [129.250.3.2
35]
16 347 ms 305 ms 312 ms te5-8-0-bb1.buc1.ro.m247.ro [83.217.231.98]
17 * * * Request timed out.
18 295 ms 307 ms 307 ms mx-pool114.intelicontacts.com [89.46.103.114]

Trace complete.
Click to expand...

The latency seems a bit up and down here :( Have you tested another account to see if the issues can be replicated?
 
AfriGuy said:
The latency seems a bit up and down here :( Have you tested another account to see if the issues can be replicated?
Click to expand...

This is my tracert on my 1 gig capped account

Tracing route to www.movreel.com [89.46.103.114]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms 192.168.0.1
2 * * * Request timed out.
3 117 ms 39 ms 22 ms 41.181.221.245
4 15 ms 10 ms 12 ms 41.181.221.246
5 10 ms 9 ms 11 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
6 10 ms 11 ms 9 ms jh-dca-2.za--qux-q.za.mtnbusiness.net [196.31.18
0.4]
7 198 ms 197 ms 197 ms 41.181.180.10
8 206 ms 235 ms 206 ms ls-cr-2.uk--rb-cr-1.za-g.mtnns.net [196.44.31.11
4]
9 196 ms 196 ms 197 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.20
1]
10 197 ms 196 ms 198 ms TenGigabitEthernet8-2.ar6.LON3.gblx.net [208.48.
238.185]
11 197 ms 196 ms 196 ms p1-0.globalcrossing.londen03.uk.bb.gin.ntt.net [
208.50.13.146]
12 230 ms 198 ms 198 ms ae-4.r22.londen03.uk.bb.gin.ntt.net [129.250.5.2
4]
13 283 ms 288 ms 322 ms ae-3.r21.frnkge03.de.bb.gin.ntt.net [129.250.3.1
38]
14 298 ms 299 ms 297 ms ae-3.r02.frnkge04.de.bb.gin.ntt.net [129.250.4.5
4]
15 301 ms 300 ms 301 ms ae-3.r00.buchro01.ro.bb.gin.ntt.net [129.250.3.2
35]
16 301 ms 298 ms 299 ms 91.186.184.6
17 * * * Request timed out.
18 295 ms 296 ms 298 ms mx-pool114.intelicontacts.com [89.46.103.114]

Trace complete.
 
KoolDaffy said:
This is my tracert on my 1 gig capped account

Tracing route to www.movreel.com [89.46.103.114]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms 192.168.0.1
2 * * * Request timed out.
3 117 ms 39 ms 22 ms 41.181.221.245
4 15 ms 10 ms 12 ms 41.181.221.246
5 10 ms 9 ms 11 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
6 10 ms 11 ms 9 ms jh-dca-2.za--qux-q.za.mtnbusiness.net [196.31.18
0.4]
7 198 ms 197 ms 197 ms 41.181.180.10
8 206 ms 235 ms 206 ms ls-cr-2.uk--rb-cr-1.za-g.mtnns.net [196.44.31.11
4]
9 196 ms 196 ms 197 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.20
1]
10 197 ms 196 ms 198 ms TenGigabitEthernet8-2.ar6.LON3.gblx.net [208.48.
238.185]
11 197 ms 196 ms 196 ms p1-0.globalcrossing.londen03.uk.bb.gin.ntt.net [
208.50.13.146]
12 230 ms 198 ms 198 ms ae-4.r22.londen03.uk.bb.gin.ntt.net [129.250.5.2
4]
13 283 ms 288 ms 322 ms ae-3.r21.frnkge03.de.bb.gin.ntt.net [129.250.3.1
38]
14 298 ms 299 ms 297 ms ae-3.r02.frnkge04.de.bb.gin.ntt.net [129.250.4.5
4]
15 301 ms 300 ms 301 ms ae-3.r00.buchro01.ro.bb.gin.ntt.net [129.250.3.2
35]
16 301 ms 298 ms 299 ms 91.186.184.6
17 * * * Request timed out.
18 295 ms 296 ms 298 ms mx-pool114.intelicontacts.com [89.46.103.114]

Trace complete.
Click to expand...

Latency is still very high, possibly being introduced by the exchange :(
 
AfriGuy said:
Latency is still very high, possibly being introduced by the exchange :(
Click to expand...

Is it possible to confirm if it's being introduced by the exchange?

My torrent downloads seem to have no issues. Just direct download and some streaming.
 
AfriMan said:
Its definitely not a plan or strategy, it depends on realtime demand. This is why we shape (Uncapped, not Business) in order to manage demand and keep realtime services at peak performance, and also Capped and Business accounts at maximum performance level possible.

My reports show that demand was managed well within limits over the weekend. Did you run any tests, like traceroutes, over the time that service was poor?
Click to expand...

Thanks for the reply. I do roughly understand the demand shaping concept. Unfortunately I did not keep a copy of the traceroute from yesterday, but please take a look at the SpeedTest result later in the day. Is this acceptable norm for a business uncapped? I'd really like to understand at what point I need to start troubleshooting...

http://speedtest.ookla.com/result/2847846505.png

2847846505.png
 
AfriGuy said:
The two services are bundled on sign-up, so Simfy is kind of an add-on for Afrihost Plus.
Click to expand...

There was a bunch of things bundled in Afrihost plus, so it would be logical to assume that all of those things would be bundled in the cancellation too.
 
Seems I am not the only one.

Totempole said:
Until yesterday, I didn't know that you offered Simfy as a separate service, I thought it was only bundled with Afrihost Plus+. I don't see it listed as a separate option on your site though. Was it perhaps an error?
Click to expand...

AfriGuy said:
Simfy is only bundled with Plus+.
You only got this due to a glitch on our end, which I can now confirm - is resolved.
Click to expand...

Since it was a glitch, please inform your accounts department to..... pay back the money!
 
KoolDaffy said:
Is it possible to confirm if it's being introduced by the exchange?

My torrent downloads seem to have no issues. Just direct download and some streaming.
Click to expand...

You could try the Telkom guest account/ an account running off a different backbone. If either see the same results it'll be on the exchange.
The 3rd hop is the beginning of the IPC, while the 2nd is the exchange and BRAS - a piece of equipment that we don't control.
 
Gavin107 said:
Thanks for the reply. I do roughly understand the demand shaping concept. Unfortunately I did not keep a copy of the traceroute from yesterday, but please take a look at the SpeedTest result later in the day. Is this acceptable norm for a business uncapped? I'd really like to understand at what point I need to start troubleshooting...

http://speedtest.ookla.com/result/2847846505.png

2847846505.png
Click to expand...

This is horrible :( I think there's something else at place here - could you PM me your DSL username please?
 
Gatecrasher said:
There was a bunch of things bundled in Afrihost plus, so it would be logical to assume that all of those things would be bundled in the cancellation too.
Click to expand...

A notice should have popped up when cancelling Afrihost Plus, did you not see this?
 
AfriGuy said:
A notice should have popped up when cancelling Afrihost Plus, did you not see this?
Click to expand...

No, there was no mention of Simfy that I recall when I cancelled Afrihost Plus. A client panel error may have occurred. But you can check with Simfy whether I have ever used the service other than creating a login. There was certainly no expectation on my part that I would be continuing to pay for Simfy.
 
AfriGuy said:
You could try the Telkom guest account/ an account running off a different backbone. If either see the same results it'll be on the exchange.
The 3rd hop is the beginning of the IPC, while the 2nd is the exchange and BRAS - a piece of equipment that we don't control.
Click to expand...

This is the speed test on telkom guest account

Last Result:
Download Speed: 8889 kbps (1111.1 KB/sec transfer rate)
Upload Speed: 859 kbps (107.4 KB/sec transfer rate)
Latency: 15 ms
3/30/2015, 5:14:13 PM

This is test on business account

Last Result:
Download Speed: 6028 kbps (753.5 KB/sec transfer rate)
Upload Speed: 861 kbps (107.6 KB/sec transfer rate)
Latency: 17 ms
3/30/2015, 5:19:55 PM

Unable to do tracert on telkom guest account.
 
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