Afrihost Business Uncapped Feedback - 2

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Latency is still all over the place, had a brief period this morning where is was perfect. :(
Getting very tired of this now, it is like a merry go round....

This morning:
Traceroute output:
1 * * *
2 41.181.221.213 (41.181.221.213) 15.098 ms 15.034 ms 15.026 ms
3 41.181.221.214 (41.181.221.214) 15.757 ms 15.363 ms 14.310 ms
4 rb-dca-2.za--qux-b.za.mtnbusiness.net (41.181.165.118) 15.006 ms 14.592 ms 14.523 ms
5 rb-cr-1.za--rb-dca-2.mtnns.net (196.44.31.122) 15.557 ms 23.722 ms 19.629 ms
6 jh-dca-2.za--jh-cr-1.za-a.mtnns.net (196.44.0.221) 15.522 ms 15.477 ms
196.44.31.97 (196.44.31.97) 15.726 ms
7 196.31.220.10 (196.31.220.10) 15.411 ms 14.953 ms 15.275 ms
8 196.31.220.21 (196.31.220.21) 15.768 ms 15.669 ms 15.262 ms
9 196.31.63.202 (196.31.63.202) 15.516 ms 15.444 ms 15.498 ms
10 vl9-ah-ha-2.za.mtnbusiness.net (196.30.42.133) 15.518 ms 21.588 ms 15.517 ms
11 cms-gm.afrihost.com (197.242.144.102) 16.007 ms 15.749 ms 15.259 ms

Now:
Traceroute output:
1 * * *
2 41.181.221.213 (41.181.221.213) 42.658 ms 50.823 ms 42.658 ms
3 41.181.221.214 (41.181.221.214) 36.782 ms 36.265 ms 40.149 ms
4 rb-dca-2.za--qux-b.za.mtnbusiness.net (41.181.165.118) 45.522 ms 51.436 ms 44.789 ms
5 rb-dca-2.za--rb-cr-1.mtnns.net (196.44.31.122) 58.614 ms 82.947 ms 45.724 ms
6 jh-dca-2.za--jh-cr-1.za-a.mtnns.net (196.44.0.221) 43.078 ms
196.44.31.97 (196.44.31.97) 39.696 ms 58.024 ms
7 196.30.1.39 (196.30.1.39) 37.656 ms 40.380 ms 39.920 ms
8 196.31.220.23 (196.31.220.23) 46.581 ms 44.371 ms 43.646 ms
9 196.31.63.206 (196.31.63.206) 37.920 ms 43.104 ms 37.919 ms
10 vl9-ah-ha-2.za.mtnbusiness.net (196.30.42.133) 40.877 ms 38.176 ms 38.135 ms
11 cms-gm.afrihost.com (197.242.144.102) 38.311 ms 41.090 ms 37.463 ms
 
Ghost02 said:
Afrihost, why is international gaming so bad? Tried to play Guild Wars 2, 290ms- 350ms ping. Switched to Web Africa trail account and I was getting 190ms-220ms on the same line. I have a 10MB business uncapped line.
Click to expand...

I am unable to play anything online on PS4 - this is on a 10MB business uncapped line. Disconnects every 2 minutes. Network is an absolute joke. Phoned AH call-centre and was told that "everything is fine".
 
test with another ISP, if it works then vote with your wallet and cancel. If you people all just complain yet still hand over your $$$ then stop complaining because you're the ones causing the problem. If you show them that customers won't take their **** they will be forced to act.
 
whatwhat said:
Why would that change though? Surely when a policy is in place it stays working?
Click to expand...

I think it's a constant process, and the policies need to be updated, replaced or removed to make the management more efficient. I don't think it's simply a case of adding on new policies, judging by the amount of people working on this.

I'm hoping to get an update today and hopefully I'll be able to share some info on how things are progressing :(
 
MagicDude4Eva said:
Afrihost your network is completely useless. Playing Destiny on PS4 and every minute a disconnect. Switching to Telkom and no issue. What a mess.
Click to expand...

Destiny is definitely a title that we would test with an ensure is working well before we finish of this work.
 
semaphore said:
How afrihost still have customers is beyond me, the move to MTN was the biggest fail and blunder in their history. They then went and infected Axxess with their bad business decisions. Thankfully we have WA,CW and Vox.
Click to expand...

I believe that while we may experience some problems, when things are working well we have a great network and don't pass on the high costs of capacity upgrades, in fact our prices usually get lower. We always aim to establish a relationship of trust with our clients, especially here on MyBB, to be as transparent as possible about our network and our policies.
 
Ghost02 said:
Afrihost, why is international gaming so bad? Tried to play Guild Wars 2, 290ms- 350ms ping. Switched to Web Africa trail account and I was getting 190ms-220ms on the same line. I have a 10MB business uncapped line.
Click to expand...

That's definitely poor on our side. I did ask the question about latency on the network, but I think this may be related to the work happening on the network.
 
slvr said:
test with another ISP, if it works then vote with your wallet and cancel. If you people all just complain yet still hand over your $$$ then stop complaining because you're the ones causing the problem. If you show them that customers won't take their **** they will be forced to act.
Click to expand...

Of course it is everyone's right to "vote with your wallet" as the cliche goes. We offer month to month contracts, so we don't want any client to ever feel cornered into being with us, and if we've screwed up we deserve your wrath.

I think the difference with Afrihost is that we aim to tell you that we've screwed up before you tell us, and we believe that honesty and transparency is a rare commodity in today's world. So yes, there are other DSL accounts out there, but we find many clients come back for the sense of empowerment and engagement they get from dealing with us, even if we sometimes have serious hiccups - and that support from our clients is truly amazing (and humbling).
 
AfriMan said:
I believe that while we may experience some problems, when things are working well we have a great network and don't pass on the high costs of capacity upgrades, in fact our prices usually get lower. We always aim to establish a relationship of trust with our clients, especially here on MyBB, to be as transparent as possible about our network and our policies.
Click to expand...

Transparent perhaps, but you still have the same problems since the move. I don't know how long it has been perhaps 2 years? 2 years of trying to diagnose issues?
 
semaphore said:
Transparent perhaps, but you still have the same problems since the move. I don't know how long it has been perhaps 2 years? 2 years of trying to diagnose issues?
Click to expand...

I think it's fair to say there haven't been consistent problems for 2 years or we'd have no clients, let alone be continuing to grow with new clients. We have had some problems, but they have been different in nature and we've gone into a lot of detail in these forums about what they are, how it affects clients and what we're doing about it. I don't know how much more transparent we can be, we eve invited clients to come to our offices and see the work going on.
 
AfriMan said:
I think it's fair to say there haven't been consistent problems for 2 years or we'd have no clients, let alone be continuing to grow with new clients. We have had some problems, but they have been different in nature and we've gone into a lot of detail in these forums about what they are, how it affects clients and what we're doing about it. I don't know how much more transparent we can be, we eve invited clients to come to our offices and see the work going on.
Click to expand...

Can you honestly say you had these many issues when you were IS? Nope i don't recall. Its a known fact MTN network is a piece of crud. I had servers hosted at MTNNS. What a joke.
 
semaphore said:
Can you honestly say you had these many issues when you were IS? Nope i don't recall. Its a known fact MTN network is a piece of crud. I had servers hosted at MTNNS. What a joke.
Click to expand...

From my recollection we did have some issues, but the changeover was not so far from when I joined. What I do know is that some of the problems are also on us, not just MTN, and we've gotten better at eliminating those issues where we didn't have enough experience and I honestly believe that we're getting better and every time we do overcome a problem our client experience improves as well.
 
AfriMan said:
Destiny is definitely a title that we would test with an ensure is working well before we finish of this work.
Click to expand...

You know what frustrates me (ticket NHE-686-42215) - a response like this:
Apologies for the delayed response.Kindly note I have made some modifications to your account.Please advise if the issue still persists.
Click to expand...

Without any transparency - my questions:
- What changes/modifications had to be made?
- Why did you have to make modifications and what are the implications?

I chose Business Uncapped specifically as you advertised it:
Business DSL offers Premium, unmetered, unshaped and prioritised bandwidth 24 hours a day. Business DSL accounts are Guaranteed to be completely unshaped at all times.
Click to expand...

Yesterday alone, in a period of 4 hours I restarted my router 3 times, logged a ticket and during this time experienced the following:
- Destiny was unplayable and I was kicked to orbit every two minutes, match making failed and all errors are ISP related (Canary, Marionberry, Honeydew, Cacao). This is on a 10MB line with NAT2 via DMZ configured and no other internet activity at the time.
- VPN traffic was impossible (FortiClient to our office) and connections dropped every 10 minutes - so no fun trying to move data.
- Downloads via Kindle (a 19MB eBook took 5 minutes).

The above errors are intermittent and I do feel that AH has lost it's capability to properly support gaming or any real-time, low-latency traffic. Even when playing with locals online, I am the only one with poor connectivity and others via MWeb, Openweb, Telkom have excellent conditions. At times connectivity is so bad, that although I have NAT2, NAT2 features are not supported due to poor latency - go figure. Last night I eventually connected my PS4 to my CellC 3G dongle and had better connectivity than on a 10MB ADSL line.
 
What a joke, I wish I had cancelled before the 25th but missed it :mad:

Traceroute output:
1 * * *
2 41.181.221.213 (41.181.221.213) 38.012 ms 38.484 ms 37.895 ms
3 41.181.221.214 (41.181.221.214) 42.378 ms 44.310 ms 42.789 ms
4 rb-dca-2.za--qux-b.za.mtnbusiness.net (41.181.165.118) 1161.047 ms 39.026 ms 849.912 ms
5 rb-cr-1.za--rb-dca-2.mtnns.net (196.44.31.122) 60.082 ms 243.788 ms 43.081 ms
6 jh-dca-2.za--jh-cr-1.za-a.mtnns.net (196.44.0.221) 937.655 ms 65.383 ms
196.44.31.97 (196.44.31.97) 42.280 ms
7 196.31.220.10 (196.31.220.10) 69.744 ms 837.792 ms 37.366 ms
8 196.31.220.21 (196.31.220.21) 445.433 ms 42.968 ms 142.951 ms
9 196.31.63.202 (196.31.63.202) 43.645 ms 542.630 ms 643.367 ms
10 vl9-ah-ha-2.za.mtnbusiness.net (196.30.42.133) 845.345 ms 43.895 ms 44.910 ms
11 cms-gm.afrihost.com (197.242.144.102) 343.356 ms 42.658 ms 642.485 m
 
MagicDude4Eva said:
You know what frustrates me (ticket NHE-686-42215) - a response like this:


Without any transparency - my questions:
- What changes/modifications had to be made?
- Why did you have to make modifications and what are the implications?

I chose Business Uncapped specifically as you advertised it:


Yesterday alone, in a period of 4 hours I restarted my router 3 times, logged a ticket and during this time experienced the following:
- Destiny was unplayable and I was kicked to orbit every two minutes, match making failed and all errors are ISP related (Canary, Marionberry, Honeydew, Cacao). This is on a 10MB line with NAT2 via DMZ configured and no other internet activity at the time.
- VPN traffic was impossible (FortiClient to our office) and connections dropped every 10 minutes - so no fun trying to move data.
- Downloads via Kindle (a 19MB eBook took 5 minutes).

The above errors are intermittent and I do feel that AH has lost it's capability to properly support gaming or any real-time, low-latency traffic. Even when playing with locals online, I am the only one with poor connectivity and others via MWeb, Openweb, Telkom have excellent conditions. At times connectivity is so bad, that although I have NAT2, NAT2 features are not supported due to poor latency - go figure. Last night I eventually connected my PS4 to my CellC 3G dongle and had better connectivity than on a 10MB ADSL line.
Click to expand...

Firstly, have you checked that your Business Optimisation is turned off? Seems like a few clients had theirs turned on and this was interfering with their unshaped experience. I don't have your account in front of me, so I can't tell you if this is the case.

It sounds like the modification made is a port reset. Our guys also sometimes say they've tweaked your account. I think the intention is to not overload a client with technical info, but clearly for a tech-minded client this is not enough information to go on. I'll definitely have a chat with our support management around this, I also think this is a little too vague.

I know that there are some issues right now, and I don't want to come off as pretending there aren't. Our team is also working on these actively. I think saying we've lost our capability is a little sensational. We have run into a snag, we're addressing it as quickly as an issue of this nature can be addressed in a live environment, and I promise we're not cutting any corners. We're looking at any short and long term solutions to have the network running as efficiently and smoothly as possible.
 
Hummercellc said:
What a joke, I wish I had cancelled before the 25th but missed it :mad:

Traceroute output:
1 * * *
2 41.181.221.213 (41.181.221.213) 38.012 ms 38.484 ms 37.895 ms
3 41.181.221.214 (41.181.221.214) 42.378 ms 44.310 ms 42.789 ms
4 rb-dca-2.za--qux-b.za.mtnbusiness.net (41.181.165.118) 1161.047 ms 39.026 ms 849.912 ms
5 rb-cr-1.za--rb-dca-2.mtnns.net (196.44.31.122) 60.082 ms 243.788 ms 43.081 ms
6 jh-dca-2.za--jh-cr-1.za-a.mtnns.net (196.44.0.221) 937.655 ms 65.383 ms
196.44.31.97 (196.44.31.97) 42.280 ms
7 196.31.220.10 (196.31.220.10) 69.744 ms 837.792 ms 37.366 ms
8 196.31.220.21 (196.31.220.21) 445.433 ms 42.968 ms 142.951 ms
9 196.31.63.202 (196.31.63.202) 43.645 ms 542.630 ms 643.367 ms
10 vl9-ah-ha-2.za.mtnbusiness.net (196.30.42.133) 845.345 ms 43.895 ms 44.910 ms
11 cms-gm.afrihost.com (197.242.144.102) 343.356 ms 42.658 ms 642.485 m
Click to expand...

Your latency is definitely horrible. Your trace leaves out the first hop to your router though, so I don't feel like I have the whole picture, especially with the hop to Telkom (your first, usually the second) not responding.
 
AfriMan said:
Your latency is definitely horrible. Your trace leaves out the first hop to your router though, so I don't feel like I have the whole picture, especially with the hop to Telkom (your first, usually the second) not responding.
Click to expand...

Telkom have blocked ICMP at the IMAX....

This is what WebAfrica Looks like on the same line...

WebAfrica

Tracing route to is.co.za [196.26.2.114]
over a maximum of 30 hops:

1 * * * Request timed out.
2 8 ms 8 ms 8 ms 196.38.74.246
3 8 ms 7 ms 7 ms cdsl1-umh-gi0-0-0-3102.ip.isnet.net [196.38.74.245]
4 8 ms 8 ms 8 ms 196.26.210.200
5 8 ms 8 ms 8 ms mi-za-umh-p8-ten-0-0-0-1.ip.isnet.net [168.209.93.240]
6 8 ms 8 ms 8 ms mi-za-umh-p7-ten-0-0-0-1.ip.isnet.net [168.209.93.203]
7 18 ms 19 ms 18 ms mi-za-bry-p7-lo0.ip.isnet.net [168.209.255.208]
8 18 ms ms 18 ms core2a-bry-gi1-0-0.ip.isnet.net [168.209.218.2]
9 18 ms 19 ms 18 ms bry.it.is.co.za [196.14.64.36]

Trace complete.
 
Hummercellc said:
Telkom have blocked ICMP at the IMAX....

This is what WebAfrica Looks like on the same line...

WebAfrica

Tracing route to is.co.za [196.26.2.114]
over a maximum of 30 hops:

1 * * * Request timed out.
2 8 ms 8 ms 8 ms 196.38.74.246
3 8 ms 7 ms 7 ms cdsl1-umh-gi0-0-0-3102.ip.isnet.net [196.38.74.245]
4 8 ms 8 ms 8 ms 196.26.210.200
5 8 ms 8 ms 8 ms mi-za-umh-p8-ten-0-0-0-1.ip.isnet.net [168.209.93.240]
6 8 ms 8 ms 8 ms mi-za-umh-p7-ten-0-0-0-1.ip.isnet.net [168.209.93.203]
7 18 ms 19 ms 18 ms mi-za-bry-p7-lo0.ip.isnet.net [168.209.255.208]
8 18 ms ms 18 ms core2a-bry-gi1-0-0.ip.isnet.net [168.209.218.2]
9 18 ms 19 ms 18 ms bry.it.is.co.za [196.14.64.36]

Trace complete.
Click to expand...

Gees, that's like chalk and cheese. I'm also seeing intermittent spikes in latency as we peak for the day :(

Hopefully the guys will be able to resolve this ASAP.
 
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