Afrihost Business Uncapped Feedback - 2

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I'm really getting gatvol of this latency during peak periods everyday. Currently getting 260ms~ to the IPC, but to the exchange i get 8-9ms so its obviously afrihost. I mostly play at night but im forced to do something else because of this crap.
 
This **** again. Please fix. GZR-358-71829

Tracing route to www.afrihost.co.za [41.181.185.18]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 12 ms 11 ms 11 ms 105-236-5-193-esr-lo.mtnbusiness.co.za [105.236.
5.193]
3 269 ms 277 ms 285 ms 41.181.201.94
4 275 ms 261 ms 254 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
5 220 ms 228 ms 230 ms unc-cpt-1.mtnns.net [196.44.18.8]
6 278 ms 279 ms 304 ms jh-cr-1.za--tb-cr-2.za.mtnns.net [196.44.31.66]

7 274 ms 273 ms 262 ms jh-dca-1.za--jh-cr-1.za-a.mtnns.net [196.44.0.21
7]
8 275 ms 272 ms 278 ms 18.185.181.41.in-addr.aserv.co.za [41.181.185.18
]

Trace complete.
 
Prepares for incoming platitudes and apologies from the poor Africa reps. Ultimately nothing will change, the world will go on, we as customers will be the poorer for it.
 
8-BALL said:
Prepares for incoming platitudes and apologies from the poor Africa reps. Ultimately nothing will change, the world will go on, we as customers will be the poorer for it.
Click to expand...

Is it too much to ask for to get a honest answer from Afrihost? With ticket IPW-284-70142 I am now told:

I trust that you are well, my apologies for the inconvenience caused please kindly use the following test account so that we can best establish if the issue is brought about your line or is as a result of our management policy on your account
Click to expand...

This contradicts everything said before - (1) there is no issue, (2) get Telkom to recreate your port etc etc. @Afrihost reps: Don't treat us like idiots - your engineers seem to constantly make up excuses (such as the one where DNS issues were to blame for an IP-to-IP VPN connection issue). It would be very easy for me to switch to another ISP which has more transparency, honesty and integrity, but then I would just repeat what I did with Mweb and any other ISP before that.

While your service works 80% of the time, it is truly unacceptable, that for 20% of the time it does not work 100% at all. To make matters worse, you and your executive team are too worried about customer expectation (which you admitted several pages back) to be more transparent. While this might be a painful process, I will not switch and continue logging support requests until you come up with answers on how to fix things (and no, switching to Google DNS, recreating ADSL ports or resetting the ADSL router are not appropriate answers).
 
Last edited:
8-BALL said:
Prepares for incoming platitudes and apologies from the poor Africa reps. Ultimately nothing will change, the world will go on, we as customers will be the poorer for it.
Click to expand...

lol. If a customer keeps paying full price for a subpar service the customer is stupid, not poor. Those types of customers provide no incentive for any company to change their habits.
 
MagicDude4Eva said:
While this might be a painful process, I will not switch and continue logging support requests until you come up with answers on how to fix things (and no, switching to Google DNS, recreating ADSL ports or resetting the ADSL router are not appropriate answers).
Click to expand...

Insanity: doing the same thing over and over again and expecting different results.
- Albert Einstein
 
MagicDude4Eva said:
@Afriguy - tickets: BSY-862-28919 / IPW-284-70142 - playing Destiny on the PS4 is absolute rubbish since 8am this morning. Watching Youtube streaming buffers and connecting to VPN times out. This is on a 10mbps Business Uncapped connection and has been happening and and off for the last 2 weeks.

Speed test result is shocking:



Uploading this Youtube video (https://www.youtube.com/watch?v=j_TgzaZnnvo) showing you the disconnects is currently taking 5 hours (!) for a 110MB file. Your Critical Care team does not work weekends and I have to wait till tomorrow. Your generous 1MB Uncapped account actually performed worse than the Business Uncapped account.

View attachment 221090

Phoning your technical support team is a true PITA when you are treated like an idiot:
- We reset the port
- Turn the modem off and on (but make sure that you wait 30 seconds)
- Is this on Windows?
- Have you changed your DNS to Google? Yes you did? Oh, change it to ours!
- Try and change your DNS to Google!
- My VPN issue 26/27 May was explained with a "Our engineers have investigated further and noticed the problem was related to DNS. " - no clue why DNS would affect a VPN IP-to-IP connection?

In short: IT'S YOU.
Click to expand...

Morning :(

I'm really sorry about the issues over the weekend, watching the video is frustrating enough - let alone trying to game :( I know our Critical Care team are on top of things though, I've asked them to follow things up with you as soon as they can.
 
8-BALL said:
View attachment 221096

But yeah definitely feeling slower than it should be. YT is slower weather it's on AfriDns or google, my minecraft connection is reporting a ping of 300ms vs the 160 from IS / Mweb things like chunkloading lags behind on Afrihost but flys on other providers.

Also any idea how to do a pathping now since telkom has stopped responding on the second hop it no longer works.

C:\Users\Joshua>tracert 188.165.200.200

Tracing route to ns345728.ip-188-165-200.eu [188.165.200.200]
over a maximum of 30 hops:

1 * * * Request timed out.
2 65 ms 95 ms 100 ms 197-84-96-185.cpt.mweb.co.za [197.84.96.185]
3 9 ms 8 ms 7 ms 540.po-channel50.cpt-ipc-2.optinet.net [197.84.96.186]
4 7 ms 8 ms 7 ms vl92.cpt-hscore-2.optinet.net [197.84.3.2]
5 155 ms 153 ms 155 ms 12.te0-7-0-2.cpt-p-1.optinet.net [197.84.5.241]
6 153 ms 156 ms 154 ms w1-po0-3-5-0.thd-p-2.optinet.net [197.84.4.227]
7 163 ms 158 ms 162 ms be-2-778-thd-up-2.optinet.net [176.67.177.148]
8 153 ms 153 ms 152 ms xe-10-1-3.edge4.London1.Level3.net [212.113.14.121]
9 154 ms 151 ms 151 ms ae-226-3602.edge3.London1.Level3.net [4.69.166.150]
10 152 ms 152 ms 152 ms ae-226-3602.edge3.London1.Level3.net [4.69.166.150]
11 * * * Request timed out.
12 167 ms 161 ms 160 ms rbx-g1-a9.fr.eu [91.121.215.141]
13 157 ms 156 ms 156 ms vss-3b-6k.fr.eu [213.186.32.254]
14 159 ms 163 ms 156 ms ns345728.ip-188-165-200.eu [188.165.200.200]

Trace complete.

C:\Users\Joshua>tracert 188.165.200.200

Tracing route to ns345728.ip-188-165-200.eu [188.165.200.200]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 261 ms 264 ms 285 ms 41.181.221.253
4 215 ms 218 ms 222 ms 41.181.221.254
5 241 ms 234 ms 231 ms tb-dca-2.za--qux-a.za.mtnbusiness.net [41.181.184.28]
6 241 ms 228 ms 222 ms compj-cpt-1.mtnns.net [196.44.18.2]
7 372 ms 372 ms 373 ms ls-cr-2.uk--tb-cr-1.za.mtnns.net [196.44.31.113]
8 372 ms 367 ms 396 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.201]
9 362 ms * * sw1.tc.lon.ovh.net [195.66.224.220]
10 379 ms 350 ms 342 ms rbx-g2-a9.fr.eu [178.33.100.67]
11 378 ms 385 ms 382 ms vss-3-6k.fr.eu [213.251.130.77]
12 386 ms 398 ms 401 ms ns345728.ip-188-165-200.eu [188.165.200.200]


Ok so Mweb on top Afri at the bottom. Honestly think I need to look at another ISP this has gone on long enough.
Click to expand...

We did see high latency this weekend, I know things aren't great here :(
Really sorry about this.
 
wudisc said:
CPT user here - serious latency issues at the moment.

These network hiccups are happening too often - pls, Afrihost, you used to be so great...

tracert 197.84.209.23

Tracing route to 197-84-209-23.cpt.mweb.co.za [197.84.209.23]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 302 ms 261 ms 242 ms 41.181.51.181
4 197 ms 193 ms 197 ms 41.181.51.182
5 172 ms 180 ms 183 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
6 199 ms 207 ms 203 ms unc-cpt-1.mtnns.net [196.44.18.8]
7 191 ms 189 ms 189 ms 196.44.31.106
8 181 ms 186 ms 174 ms nl-ha-2.za--rb-cr-1.za-a.mtnns.net [196.44.0.121
]
9 199 ms 192 ms 194 ms 1122.te0-0-0.cpt-pr-1.optinet.net [196.28.178.14
1]
10 175 ms 169 ms 177 ms te0-7-0-3.cpt-p-2.optinet.net [197.84.7.2]
11 171 ms 171 ms 172 ms vl11.cpt-hscore-1.optinet.net [197.84.5.238]
12 173 ms 185 ms 164 ms 196.28.178.66
13 204 ms 196 ms 190 ms gig5-1-cpt-opt-65-1.optinet.net [196.41.133.234]
Click to expand...

I had a look at the IPC monitors a few mins ago, latency looked terrible, particularly in the South, this weekend :( I'm really sorry about this - I promise you, we're working like crazy to have things put back to the way they were.
 
Johnatan56 said:
Agreed that 100MB should not take 4 hours, but a 10Mbps ADSL line you have 1Mbps upload. That is ~120KB/s without overheads. After overheads it should be ~100KB/s, but if you download even slightly, this will drop. You need upload for download and vice versa. 80KB/s upload sounds about right.

I am also having issues with latency/poor throughput (on the capped thread).
Click to expand...

Latency in the South this weekend has been far from ideal, I'm really sorry about the poor performance here :(
 
Vio said:
This **** again. Please fix. GZR-358-71829

Tracing route to www.afrihost.co.za [41.181.185.18]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 12 ms 11 ms 11 ms 105-236-5-193-esr-lo.mtnbusiness.co.za [105.236.
5.193]
3 269 ms 277 ms 285 ms 41.181.201.94
4 275 ms 261 ms 254 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
5 220 ms 228 ms 230 ms unc-cpt-1.mtnns.net [196.44.18.8]
6 278 ms 279 ms 304 ms jh-cr-1.za--tb-cr-2.za.mtnns.net [196.44.31.66]

7 274 ms 273 ms 262 ms jh-dca-1.za--jh-cr-1.za-a.mtnns.net [196.44.0.21
7]
8 275 ms 272 ms 278 ms 18.185.181.41.in-addr.aserv.co.za [41.181.185.18
]

Trace complete.
Click to expand...

There's definitely high latency on our network here, things didn't look great this weekend in all honesty :(
How are things this morning?
 
8-BALL said:
Prepares for incoming platitudes and apologies from the poor Africa reps. Ultimately nothing will change, the world will go on, we as customers will be the poorer for it.
Click to expand...

I think that's all we can do :( Honestly, if I could make the network as uber leet as it was - I would!
I promise you though, the feedback from these threads isn't going unheard.
 
AfriGuy said:
Morning :(

I'm really sorry about the issues over the weekend, watching the video is frustrating enough - let alone trying to game :( I know our Critical Care team are on top of things though, I've asked them to follow things up with you as soon as they can.
Click to expand...

Thanks. I think for me the most frustrating part is that most of the time I get BS-answers from your technical team. While this might brush off regular customers, I think as an ISP and IT company you should have staff which is competent to answer questions in a technical manner.

As an example - ticket BSY-862-28919 (frequent disconnects / VPN issues):
On 27 May 2015, at 08:03, Critical Care <[email protected]> wrote:
Hi Gerd

Pranav here from Afrihost Critical Care.

We have experienced an a problem on our network yesterday where clients were getting generally poor speeds on their DSL connections.
Our engineers have investigated further and noticed the problem was related to DNS.
The problem was resolved yesterday late afternoon though.
Click to expand...

My question to the Critical Care team was "Can you please explain how a DNS issue could affect an IP-to-IP IPSec VPN connection and results in frequent disconnects. To my knowledge, DNS will play no role in the stability of an IPSec connection" and still remains unanswered. Anycase, let's see what response I will get today. Right now it seems that Telkom's faulty ADSL-port is to blame. Telkom (fault 407CRK090515) responded that there is no issue on the line/port - so this contradicts what your engineers are saying. Does not bode well if I, the customer are left in the middle of this.
 
MagicDude4Eva said:
Thanks. I think for me the most frustrating part is that most of the time I get BS-answers from your technical team. While this might brush off regular customers, I think as an ISP and IT company you should have staff which is competent to answer questions in a technical manner.

As an example - ticket BSY-862-28919 (frequent disconnects / VPN issues):


My question to the Critical Care team was "Can you please explain how a DNS issue could affect an IP-to-IP IPSec VPN connection and results in frequent disconnects. To my knowledge, DNS will play no role in the stability of an IPSec connection" and still remains unanswered. Anycase, let's see what response I will get today. Right now it seems that Telkom's faulty ADSL-port is to blame. Telkom (fault 407CRK090515) responded that there is no issue on the line/port - so this contradicts what your engineers are saying. Does not bode well if I, the customer are left in the middle of this.
Click to expand...

I'm not technical enough to confirm what/ how/ causes the IPSec VPN stuff - if it's mentioned in the Critical Care ticket it'll be handled as such though :)
We did see DNS issues which caused some issues late last week. I'll follow up with the team - but please keep an open line of communication with them - they're really good at what they do.
 
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