Afrihost Business Uncapped Feedback - 2

Status
Not open for further replies.
IMG_20141015_004654.jpg

Via Wifi on my phone.

So.......after midnight this "line attenuation" mysteriously dissapears and I have almost full line speed again only to pop up again at 8am in the morning?
Strange. Very strange.

Sorry, but the BS replies to this issue can be detected by the Man In The Moon, The Easter Bunny and by the Klingons.
 
I have to say things have been looking better since my last chat to AH support. Getting decent speeds in everything except torrents. Not 100% happy with the latencies on EU wow servers but I can at least do my dailies (BGs are another story).

Currently downloading 6.0.2 at almost full line speed.
 
MagicDude4Eva said:
I agree with BGE. As an example, I raised connectivity issues last week about Destiny PS4 issues and was brushed off with some genetic excuse that PSN is having issues despite a number of other users raising the same issues.
Click to expand...

Have to agree there. Have been complaining about connectivity issues in Destiny for more than a week and it's still borked. My brother says he still can't log in. Strange thing is it works on Axxess which uses the same backbone.

Diablo 3 pings continue to be poor despite assurances that the D3 traffic shouldn't experience any issues of being "misidentified".
 
Morning Guys

I know that some of you are still very upset and wanting to vent. I totally get that. But this is still a thread for feedback and conversation, and I really don't want to see that descend into posting memes and that type of thing. It has no useful outcome and it really prevents us from helping those we can assisy. I'd really like to ask that you refrain from this or do so in another thread so we can focus on helping those clients that we can assist experiencing day to day issues and give information to those who haven't been informed of the demand issues we're experiencing and the imminent IPC upgrades.

Please also stop posting the same information or memes on multiple threads. We have separate threads to post feedback on the product you are using.

I would really appreciate it.
 
AfriMan said:
Sometimes it does take some time for the Business Optimisation toggle to work, and in some cases we've turned it of and on and off again to make it work faster. Remember that you are making a change from a shaped to unshaped service (which is at the user's discretion) so it takes some time for the settings to be updated on our radius and for the shaping change to be rolled out.

Business and Capped accounts are essentially the same account, except that Business has two additional rulesets for a line rate limit (for 4Mbps line, 2Mbps line, etc) and limits to a single concurrent connection. Otherwise the shaping rules (or at least unshaped rules) are exactly the same.
Click to expand...

Ok, thanks for the info. I'll try the Business Account again.
 
AfriMan

Crusader and me are experience the same problems.
Playing Diablo3 online becomes a problem.
While playing you lose connection from server due to being disconnected by Host.
The error code supplied by Bizzard points to ISP issues.

What normally happens with me what i can see from the modem.
I lose my internet connection first. Most of the time.
Then I lose my sync, from my modem to exchange. This does not happen all the time.
 
HowTo said:
AfriMan

Crusader and me are experience the same problems.
Playing Diablo3 online becomes a problem.
While playing you lose connection from server due to being disconnected by Host.
The error code supplied by Bizzard points to ISP issues.

What normally happens with me what i can see from the modem.
I lose my internet connection first. Most of the time.
Then I lose my sync, from my modem to exchange. This does not happen all the time.
Click to expand...

I ran some tests last night to see if i was getting general latency increases or disconnects. While my throughput was not as great as it could be, I was getting constant latency, with only mild occasional spikes and end destination latency of about 200ms to the EU, which is failrly average, though we usually get between 160ms and 180ms when the network is performing at it's best.

Diablo is definitely a recognised gaming service with a known signature so I don't think anything would have changed to treat the traffic differently. We can definitely continue to troubleshoot, though the simplest test would be if the issues goes away completely when the new IPC is lit up.
 
Where do I find the tweak option under connectivity in the client zone? Please be specific.
 
Crusader said:
Have to agree there. Have been complaining about connectivity issues in Destiny for more than a week and it's still borked. My brother says he still can't log in. Strange thing is it works on Axxess which uses the same backbone.

Diablo 3 pings continue to be poor despite assurances that the D3 traffic shouldn't experience any issues of being "misidentified".
Click to expand...

We created a test user group from people complaining on multiple platforms and tested with them while monitoring their traffic. By doing this we were able to create a rule to ensure that Destiny traffic is classified correctly, as we did not have a signature for it on our system. Since then all those testing have reported that they can connect and game without disconnects.

If you're still battling, we need to troubleshoot and see why your experience is different to the test group and other clients reporting that the game is working fine now :(
 
AH.png

I think this is what you are looking for... Click the link

It is under clientzone, connectivity, XMbps business ADSL.
 
AfriMan said:
I ran some tests last night to see if i was getting general latency increases or disconnects. While my throughput was not as great as it could be, I was getting constant latency, with only mild occasional spikes and end destination latency of about 200ms to the EU, which is failrly average, though we usually get between 160ms and 180ms when the network is performing at it's best.

Diablo is definitely a recognised gaming service with a known signature so I don't think anything would have changed to treat the traffic differently. We can definitely continue to troubleshoot, though the simplest test would be if the issues goes away completely when the new IPC is lit up.
Click to expand...

When everything was fine I got a ping between 230 - 300 constantly with the occasional spike every now and again. You should continue testing during the day as well, since I've found that things normally improves after 8PM/9PM till 9AM and then gets steadily worse from there. I also have to clarify that our line doesn't disconnect. I just have these high latencies and time-outs from the Battle.net server on occasion (this could be from Blizzard's side).

Any update on Destiny? That still doesn't seem to want to connect on Afrihost.
 
All I see is:
Connectivity - 2 Mbps Business DSL - Access Details - Services - Edit Package -Manage email - Notifications

Where must I go in?
 
jouda said:
I have to say things have been looking better since my last chat to AH support. Getting decent speeds in everything except torrents. Not 100% happy with the latencies on EU wow servers but I can at least do my dailies (BGs are another story).

Currently downloading 6.0.2 at almost full line speed.
Click to expand...

Glad to hear things are better. We'll definitely see improvement when new IPC comes in, for now we're just trying to get the best performance we can with the capacity we have.
 
LottaFun said:
All I see is:
Connectivity - 2 Mbps Business DSL - Access Details - Services - Edit Package -Manage email - Notifications

Where must I go in?
Click to expand...

Is your line with Afrihost or another ISP or Telkom?

Only if your line is with Afrihost, will the Tweak options appear in the ClientZone under the Telephone Number / Line where your accounts are.
 
MagicDude4Eva said:
I agree with BGE. As an example, I raised connectivity issues last week about Destiny PS4 issues and was brushed off with some genetic excuse that PSN is having issues despite a number of other users raising the same issues.

Now all of a sudden I read that Afrihost has announced that they will actually purchase the game test it out and see if there are "unusual" traffic patterns causing the issues.

To be honest, other ISPs don't have the issue and it is very patronising and arrogant to disregard individual feedback and it looks that your support staff could just not be bothered to assist.

While you might enjoy your best ISP award for this year, if you continue like this you can be glad to be still in business next year as your level of customer service has slipped below mediocre and has turned worse than Mweb ( something I thought would not be possible)
Click to expand...

I think it's definitely not cool to dismiss feedback or assume any lack of insight on the part of a client. However, we do need to troubleshoot and collect evidence in order to take issues further. Sometime when then issue is first raised we haven't collected enough data to confirm that there is a network problem, so the focus should be on trying to replicate the client's experience.

I don't think the awards we've won is any indication that we're sitting back. We're facing a difficult period, in terms of technical issues, and that takes a toll on both clients and the support team. I think it's important to note that we're probably all a little frustrated. I'm pretty sure that all the major online players have faced difficult issues and how you come out on the other end is always the real telling factor. We've always tried to be open, admit where we've made mistakes and then make it up to our clients in the best way we can once we've addressed the core issue. That's what's gained the trust and faith of our clients who vote for us at the MyBB awards, and we'll continue to live by that set of values.
 
Aaag dem. You mean because the line belongs to Telkom, I can't see it? So must I switch the line to Afrihost also? If I wanted to do that, where do I go?
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X