Afrihost Business Uncapped Feedback - 2

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Hi, we are experiencing high packet loss in Strand and Somerset West areas in Western Cape. Latency is not too bad, but getting frequent timeouts on pings and trace routes.
 
AfriGuy said:
I think this is specific to a throughput problem on certain protocols :(
We're making good progress on the POCs, so hopefully we'll start seeing clients cut over soon.
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Yeah looks very much to be protocol based management.

vl9mUF7.png
 
JesseG said:
Wow, I can't believe the state this network is in.....
We better be given something as reimbursement, and no free data, that doesn't mean anything to uncapped users....
I may just cancel and sign up with another ISP, it makes no sense to be paying for two ISP's, may as well just stick with the one that actually works....
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I think I've answered this before for you, we've given back to clients wherever possible in the past - so this should be no different.
We can't concentrate on compensation now, I know that's frustrating and not what you want to hear.
 
Tren said:
Hi, we are experiencing high packet loss in Strand and Somerset West areas in Western Cape. Latency is not too bad, but getting frequent timeouts on pings and trace routes.
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Welcome to MyBB :D
Sorry to hear about the issues here, I think you can see from the posts here things aren't at 100% for us at the moment. Regardless though, I just want to know if you've run any tests with our team?
 
AfriGuy said:
Welcome to MyBB :D
Sorry to hear about the issues here, I think you can see from the posts here things aren't at 100% for us at the moment. Regardless though, I just want to know if you've run any tests with our team?
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But... But... Your web site says everything is fine??? Are you LYING to us again?
 
AfriGuy said:
Welcome to MyBB :D
Sorry to hear about the issues here, I think you can see from the posts here things aren't at 100% for us at the moment. Regardless though, I just want to know if you've run any tests with our team?
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Hi AfriGuy, thanks for the welcome.
I haven't run any tests with your team as I assumed it has to do with the current network issues. I just thought I'd mention the packet loss as I read some earlier posts that things are improving and latency is coming down in the South. But for us, latency seems to have improved, but experiencing packet loss.
Unfortunately I don't have time right now to test with the team, however, I have logged a support ticket so will wait for feedback from that.
 
Tren said:
Hi AfriGuy, thanks for the welcome.
I haven't run any tests with your team as I assumed it has to do with the current network issues. I just thought I'd mention the packet loss as I read some earlier posts that things are improving and latency is coming down in the South. But for us, latency seems to have improved, but experiencing packet loss.
Unfortunately I don't have time right now to test with the team, however, I have logged a support ticket so will wait for feedback from that.
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Thanks for confirming :)
Where abouts do you see packet loss? Is it across the board or only on certain services?
 
AfriGuy said:
I think I've answered this before for you, we've given back to clients wherever possible in the past - so this should be no different.
We can't concentrate on compensation now, I know that's frustrating and not what you want to hear.
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It think the NCC will think completely differently about this. You do know that under the CPA you as a company have an obligation to either provide services to an acceptable and advertised standard or assist customers with refunds. Saying that you can not concentrate on this now is certainly something the ombudsman does not want to hear.
 
MagicDude4Eva said:
It think the NCC will think completely differently about this. You do know that under the CPA you as a company have an obligation to either provide services to an acceptable and advertised standard or assist customers with refunds. Saying that you can not concentrate on this now is certainly something the ombudsman does not want to hear.
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If that's the process you wish you take then I'm sure it'll work out for you. I can only communicate with the info that's available to me.
 
AfriGuy said:
If that's the process you wish you take then I'm sure it'll work out for you. I can only communicate with the info that's available to me.
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Yes I am, because the official feedback from your accounts department was, that Afrihost will not refund (even pro-rated for partial usage) ticket OKN-892-27313:
'Unfortunately we are not able to provide pro rata refunds. The client has made use of over 50GB on the package and is liable to pay for the notice month. Thanks!'
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The various issues and the way your support staff has communicated has forced me to not only issue a chargeback request with my bank, but also necessitated to log a ISPA Code of Conduct Complaint (COC.#875).
 
AfriGuy said:
Thanks for confirming :)
Where abouts do you see packet loss? Is it across the board or only on certain services?
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I've tried trace routes and pings to various local and international sites: google.com, google DNS, afrihost.co.za, saix.net, they all experience timeouts every now and then.
 
MagicDude4Eva said:
Yes I am, because the official feedback from your accounts department was, that Afrihost will not refund (even pro-rated for partial usage) ticket OKN-892-27313:


The various issues and the way your support staff has communicated has forced me to not only issue a chargeback request with my bank, but also necessitated to log a ISPA Code of Conduct Complaint (COC.#875).
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Then I think it's best we deal with the ISPA/ CPA complaint accordingly. We'll follow that process and revert with feedback.
 
Tren said:
I've tried trace routes and pings to various local and international sites: google.com, google DNS, afrihost.co.za, saix.net, they all experience timeouts every now and then.
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Timeouts aren't always a bad thing :) I think most exchanges don't accept ICMP anymore which results in a timeout.
Saying that though, we have trended a uptake up packet loss today - we've got our guys checking things out.
 
AfriGuy said:
The problem isn't solved.
Not entirely sure what's happened to the notice, I'll have our team check it out.
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More lies and spin. Note that the date on the notice for the problem being solved is 8th July. That was yesterday.

Then we are expected to trust them and believe every word that they say.
 
NarrowBand said:
More lies and spin. Note that the date on the notice for the problem being solved is 8th July. That was yesterday.

Then we are expected to trust them and believe every word that they say.
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Guys, I really need to stress that no one is intentionally lying to anyone here.
I'm communicating openly. I guess if you want to take that as me lying, then I guess that's your right - I'll continue to update everyone on progress and updates.

EDIT: The noticeboard has been updated.
https://www.afrihost.com/site/network_status?src=website_nav#tabs
 
Last edited:
Tracing route to www.afrihost.com [41.181.185.18]
over a maximum of 30 hops:

1 <1 ms 1 ms 1 ms 192.168.1.1
2 * 268 ms 136 ms 105-236-1-1-esr-lo.mtnbusiness.co.za [105.236.1.
1]
3 142 ms 197 ms 217 ms 41.181.221.214
4 171 ms 196 ms 165 ms rb-dca-2.za--qux-b.za.mtnbusiness.net [41.181.16
5.118]
5 144 ms 253 ms 160 ms rb-cr-2.za--rb-dca-2.za-b.mtnns.net [196.44.0.15
5]
6 20 ms 19 ms 18 ms jh-cr-1.za--rb-cr-2.za.mtnns.net [196.44.0.42]
7 154 ms 243 ms 195 ms jh-dca-1.za--jh-cr-1.za-a.mtnns.net [196.44.0.21
7]
8 212 ms 168 ms 282 ms 18.185.181.41.in-addr.aserv.co.za [41.181.185.18
]

Trace complete.

And that's that ...... :(
 
FWIW, all day yesterday and today until now internet has been perfect here. Hopefully it stays that way for the rest of today, week...
 
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