Afrihost Business Uncapped Feedback - 2

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DonaldMickey said:
Nothing personal to you - we are always being told that it is being looked at and that there is room for improvement but nothing is improving. Sorry to say. In fact it seems to be getting worse on a daily basis (looking at the increase in the number of complaints). People are losing faith.
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:(

The very fact that the improvements aren't even noticeable is maybe even a bigger concern if I'm honest.

Afrihost has always made sure to put our Clients first, in all regards, and at times we've managed to do this better than at other times. At the moment I think our Clients are getting frustrated at having to deal with high latencies, and I feel this frustration as much as you do, of that you can have no doubt. All the concerns raised on these Forums are given significant thought and consideration, and we'll make sure that we do whatever needs to be done to get each person the connection that they need.
 
AfriGenie said:
:(

The very fact that the improvements aren't even noticeable is maybe even a bigger concern if I'm honest.

Afrihost has always made sure to put our Clients first, in all regards, and at times we've managed to do this better than at other times. At the moment I think our Clients are getting frustrated at having to deal with high latencies, and I feel this frustration as much as you do, of that you can have no doubt. All the concerns raised on these Forums are given significant thought and consideration, and we'll make sure that we do whatever needs to be done to get each person the connection that they need.
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Well desperate times call for desperate measures. Afrihost's reputation is being trashed. So something needs to done before everyone abandons ship. At this rate it won't be long.
 
Hummercellc said:
Well desperate times call for desperate measures. Afrihost's reputation is being trashed. So something needs to done before everyone abandons ship. At this rate it won't be long.
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I think that is something we're very well aware of, and our brand identity is a valuable asset that we need to make very sure remains intact.
 
Last year there were numerous issues but beginning of this year, Jan/Feb that looked to be resolved but overall since then it's deteriorated again. I'm really hoping the problems are resolved soon.
 
KoolDaffy said:
Last year there were numerous issues but beginning of this year, Jan/Feb that looked to be resolved but overall since then it's deteriorated again. I'm really hoping the problems are resolved soon.
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As do I!

When I say the Guys are working around the clock to get the network running smoothly, they really are. And they will continue to do so until the network is stable for an extended period.
 
Hi there,

one thing caught my attention - especially referring to your previous response:


AfriGenie said:
Morning!

I hope everyone had a pleasant Youth Day.

I've been going through the Thread, and it definitely looks latencies and even speeds were way off of expected levels. The Team is looking into this with great urgency, it is in no way cool that performance was this far down.

At the moment we're pretty much going to start from the top of the system and work our way down through everything to locate the bottleneck is happening.
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Why is it that you have to go through MyBB threads or tickets to then figure out that latencies/speeds are not according to expected levels? Surely as part of your infrastructure (I am assuming that your are ITIL/COBIT compliant) you have KPIs for metrics such as throughput, latency etc in place and have automated monitoring to alert of such issues?

As an example, we have APM (application performance monitoring) and RUM (real time user monitoring) in place and if for example our RUM response-time drops below 3sec or our server response time drops below 100ms or our error rate exceeds 0.1% or our availability drops below 99,7% we treat this as a critical issue which results in automated alerting and monitoring.

From your response above, it seems to be all reactive and not really pro-active at all. During my 4 weeks of issues in April/May where latency/throughput was attributed to issues on the IPC, I noticed no outage/degraded performance alert on your website (and previously you mentioned that your executive team does not want to publish such warnings as it "could cause panic" with your customers).

I am also puzzled that whenever I needed to escalate an issue to critical care (especially on weekends / public holidays), I found that critical care only works during business hours (i.e. I tried to escalate an issue on a Saturday 3 weeks ago and was told that critical care can only look at it on Monday). That I find fascinating, it's almost like saying "Sorry, our hospital's emergency care only works on weekdays --- too bad for you that you require emergency care on a weekend".
 
MagicDude4Eva said:
Hi there,

one thing caught my attention - especially referring to your previous response:




Why is it that you have to go through MyBB threads or tickets to then figure out that latencies/speeds are not according to expected levels? Surely as part of your infrastructure (I am assuming that your are ITIL/COBIT compliant) you have KPIs for metrics such as throughput, latency etc in place and have automated monitoring to alert of such issues?

As an example, we have APM (application performance monitoring) and RUM (real time user monitoring) in place and if for example our RUM response-time drops below 3sec or our server response time drops below 100ms or our error rate exceeds 0.1% or our availability drops below 99,7% we treat this as a critical issue which results in automated alerting and monitoring.

From your response above, it seems to be all reactive and not really pro-active at all. During my 4 weeks of issues in April/May where latency/throughput was attributed to issues on the IPC, I noticed no outage/degraded performance alert on your website (and previously you mentioned that your executive team does not want to publish such warnings as it "could cause panic" with your customers).

I am also puzzled that whenever I needed to escalate an issue to critical care (especially on weekends / public holidays), I found that critical care only works during business hours (i.e. I tried to escalate an issue on a Saturday 3 weeks ago and was told that critical care can only look at it on Monday). That I find fascinating, it's almost like saying "Sorry, our hospital's emergency care only works on weekdays --- too bad for you that you require emergency care on a weekend".
Click to expand...

Our Critical Care Team is a small 4-man Team intended to give each Client a personalized unique experience to help resolve particularly troublesome issues.

The Critical Care Team operates 08h00 to 17h00 Monday to Friday - and will extend their hours to suite a specific Client - the function of the Team is to act as a catch-net for issues that are not being resolved using the regular channels. We have a specific Escalation procedure in place in Support for first- and second-line Support. These channels are available 24-hours a day, seven days a week.

We do have network-wide monitoring in-place, and this primarily focuses on throughput for both local and international traffic. Monitoring of the latency on each individual ADSL connection is not quite feasible at this point, we are however implementing latency monitoring by region, and once this has been fully integrated we could even - in theory - be able to automatically update the Noticeboard when issues arise.
 
AfriGenie said:
As do I!

When I say the Guys are working around the clock to get the network running smoothly, they really are. And they will continue to do so until the network is stable for an extended period.
Click to expand...

Not to be funny/rude AfriGenie, but I cannot believe that the guys are working around the clock on this. Over the last couple of days there were constant issues (at least in the south) and I really believe this issue must have been brought to their attention somehow, even without automated software/measurements. If multiple users experience the issue it is surely something that must go on your site network status page?

The issue was not resolved (for me personally) until just before 12 the evening. I'm pretty sure it resolved itself due to demand dropping and not something that was fixed.
 
standerr said:
Not to be funny/rude AfriGenie, but I cannot believe that the guys are working around the clock on this. Over the last couple of days there were constant issues (at least in the south) and I really believe this issue must have been brought to their attention somehow, even without automated software/measurements. If multiple users experience the issue it is surely something that must go on your site network status page?

The issue was not resolved (for me personally) until just before 12 the evening. I'm pretty sure it resolved itself due to demand dropping and not something that was fixed.
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You are probably correct in that latency started to drop off as demand decreased, but that latency should not have been there in the first place.

As I've said, if it were up to me I would have every single blip and glitch that happens be listed on the Noticeboard, but that decision is not up to I'm afraid. The Social Media Team is fighting hard to change this, so that we are able to make the call as to when notices are put up.
 
i dont understand that the team is always looking into the problems as it has been ongoing for months and always gets out of hand after hours
why dont you admit you have an ipc problem and upgrade so you dont have to throttle everybody on the network and give us what we pay for every month
as far as we are concerned you are not upholding your end of the deal
 
electrofreeze said:
i dont understand that the team is always looking into the problems as it has been ongoing for months and always gets out of hand after hours
why dont you admit you have an ipc problem and upgrade so you dont have to throttle everybody on the network and give us what we pay for every month
as far as we are concerned you are not upholding your end of the deal
Click to expand...

I understand the point that you are trying to make, but root cause of the issue isn't lack of IPC, and adding IPC may not even improve the performance of your account.

We're looking at this issue from multiple angles, and once we run down the cause, everyone will see a dramatic improvement.
 
Hey Afri*

Latency's back

C:\Users\Joshua>tracert www.afihost.com

Tracing route to www.afihost.com [209.99.40.222]
over a maximum of 30 hops:

1 <1 ms <1 ms 3 ms 192.168.1.1
2 * * * Request timed out.
3 155 ms 146 ms 146 ms 41.181.53.213
4 142 ms 141 ms 140 ms ipc-send-tb-3a.mtnbusiness.net [41.181.53.214]
5 151 ms 146 ms 145 ms tb-dca-2.za--qux-i.za.mtnbusiness.net [66.8.11.186]
6 148 ms 140 ms 143 ms compj-cpt-1.mtnns.net [196.44.18.2]
7 309 ms 301 ms 298 ms ls-cr-2.uk--tb-cr-1.za.mtnns.net [196.44.31.113]
8 300 ms 294 ms 281 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.201]
9 262 ms 267 ms 270 ms TenGigabitEthernet8-2.ar6.LON3.gblx.net [208.48.238.185]
10 305 ms 306 ms 298 ms 208.51.134.114
11 355 ms 347 ms 354 ms be2056.ccr41.jfk02.atlas.cogentco.com [154.54.44.217]
12 342 ms 333 ms 330 ms be2148.ccr41.dca01.atlas.cogentco.com [154.54.31.117]
13 380 ms 379 ms 385 ms hu0-0-0-0.ccr21.dca01.atlas.cogentco.com [154.54.1.13]
14 386 ms 382 ms 378 ms be2168.ccr41.atl01.atlas.cogentco.com [154.54.31.93]
15 338 ms 339 ms 348 ms be2172.ccr21.iah01.atlas.cogentco.com [154.54.29.18]
16 363 ms 360 ms 356 ms te0-0-2-3.rcr11.aus02.atlas.cogentco.com [154.54.6.157]
17 412 ms 415 ms 413 ms te0-0-2-0.nr11.b006628-1.aus02.atlas.cogentco.com [154.24.30.250]
18 371 ms 362 ms 363 ms 38.122.254.14
19 366 ms 363 ms 371 ms 209-99-40-222.fwd.datafoundry.com [209.99.40.222]

Trace complete.

 
Even worse now!!!!!!!

1 105-237-134-1-esr-lo.mtnbusiness.co.za 3.895 ms 3.769 ms 3.861 ms
2 41.181.221.213 (41.181.221.213) 399.779 ms 423.897 ms 421.848 ms
3 41.181.221.214 (41.181.221.214) 416.810 ms 397.824 ms 396.262 ms
4 rb-dca-2.za--qux-b.za.mtnbusiness.net (41.181.165.118) 408.498 ms 375.397 ms 367.307 ms
5 rb-dca-2.za--rb-cr-1.mtnns.net (196.44.31.122) 361.341 ms 376.151 ms 376.181 ms
6 jh-cr-2.za--rb-cr-1.za-a.mtnns.net (196.44.31.95) 369.989 ms
jh-cr-2.za--rb-cr-1.za-b.mtnns.net (196.44.31.171) 369.780 ms 386.490 ms
7 jh-dca-1.za--jh-cr-2.za-a.mtnns.net (41.181.180.8) 365.697 ms 368.511 ms 385.693 ms
8 18.185.181.41.in-addr.aserv.co.za (41.181.185.18) 377.684 ms 380.007 ms 376.531 ms
 
8-BALL said:
Hey Afri*

Latency's back

C:\Users\Joshua>tracert www.afihost.com

Tracing route to www.afihost.com [209.99.40.222]
over a maximum of 30 hops:

1 <1 ms <1 ms 3 ms 192.168.1.1
2 * * * Request timed out.
3 155 ms 146 ms 146 ms 41.181.53.213
4 142 ms 141 ms 140 ms ipc-send-tb-3a.mtnbusiness.net [41.181.53.214]
5 151 ms 146 ms 145 ms tb-dca-2.za--qux-i.za.mtnbusiness.net [66.8.11.186]
6 148 ms 140 ms 143 ms compj-cpt-1.mtnns.net [196.44.18.2]
7 309 ms 301 ms 298 ms ls-cr-2.uk--tb-cr-1.za.mtnns.net [196.44.31.113]
8 300 ms 294 ms 281 ms ls-pr-1.uk--ls-cr-2.uk-a.mtn.net [209.212.111.201]
9 262 ms 267 ms 270 ms TenGigabitEthernet8-2.ar6.LON3.gblx.net [208.48.238.185]
10 305 ms 306 ms 298 ms 208.51.134.114
11 355 ms 347 ms 354 ms be2056.ccr41.jfk02.atlas.cogentco.com [154.54.44.217]
12 342 ms 333 ms 330 ms be2148.ccr41.dca01.atlas.cogentco.com [154.54.31.117]
13 380 ms 379 ms 385 ms hu0-0-0-0.ccr21.dca01.atlas.cogentco.com [154.54.1.13]
14 386 ms 382 ms 378 ms be2168.ccr41.atl01.atlas.cogentco.com [154.54.31.93]
15 338 ms 339 ms 348 ms be2172.ccr21.iah01.atlas.cogentco.com [154.54.29.18]
16 363 ms 360 ms 356 ms te0-0-2-3.rcr11.aus02.atlas.cogentco.com [154.54.6.157]
17 412 ms 415 ms 413 ms te0-0-2-0.nr11.b006628-1.aus02.atlas.cogentco.com [154.24.30.250]
18 371 ms 362 ms 363 ms 38.122.254.14
19 366 ms 363 ms 371 ms 209-99-40-222.fwd.datafoundry.com [209.99.40.222]

Trace complete.

Click to expand...

Yeesh, that is pretty painful.

Looks like latency did spike quite a bit, our Team is working on bringing it down now.
 
guys i need quick help please, I had telkom do a check in my area and they replied saying that it supports up to 40M.

I then asked them to upgrade my line to 20M VDSL, I assume VDSL is supported because fastest is up to 40M.

I havent changed my modem yet to VDSL but checking under my current Huawei modem status it shows:

4rNFQt8.png


Is my line running at ADSL2+ or VDSL? i see upload speed is only at 1m but is this because I havent changed to a VDSL modem?

Thanks
 
Huuuezy said:
guys i need quick help please, I had telkom do a check in my area and they replied saying that it supports up to 40M.

I then asked them to upgrade my line to 20M VDSL, I assume VDSL is supported because fastest is up to 40M.

I havent changed my modem yet to VDSL but checking under my current Huawei modem status it shows:

Is my line running at ADSL2+ or VDSL? i see upload speed is only at 1m but is this because I havent changed to a VDSL modem?

Thanks
Click to expand...
Yes, you are on ADSL. Get a VDSL modem and then request that they change your modulation to VDSL/put you on a VDSL port. You will have less overheads and a higher upload speed.
 
Huuuezy said:
guys i need quick help please, I had telkom do a check in my area and they replied saying that it supports up to 40M.

I then asked them to upgrade my line to 20M VDSL, I assume VDSL is supported because fastest is up to 40M.

I havent changed my modem yet to VDSL but checking under my current Huawei modem status it shows:

http://i.imgur.com/4rNFQt8.png

Is my line running at ADSL2+ or VDSL? i see upload speed is only at 1m but is this because I havent changed to a VDSL modem?

Thanks
Click to expand...

I can double check the line status for you if you'd like, but chances are you'll need a VDSL model to support the modulation of VDSL.
 
Last edited:
thank Johnatan56 :)

Afriguy, i would appreciate it if you do. I am planning to get a VDSL modem. Just wanna confirm if Telkom did their job properly
 
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