Afrihost CAPPED ADSL Feedback (MTN)

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Howsit Guys,

Ok sticking my head into the hornets nest here so to speak.

I work for MTN, more specifically on the Radius infrastructure that has been giving everyone such grief the past two weeks.
Let me start of by sincerely apologising for the issues you all have had to endure as of late.

Also let me clarify that the authentication issues are real authentication issues and not a bandwidth management exercise, neither by MTN nor Afrihost.

The problems we've been experiencing has been rather complex, and several measures were put in place ( feel free to ask questions, I'll answer as best as I can ), to resolve the issue, and has improved matters on the Radius infrastructure but unfortunately the problem has been re-occurring almost without fail. Usually from around 20:00 to 23:00. We've had the entire team looking at this looking for a solution. It's been two weeks of going to bed at 4am, up at 7am. So we're not resting until the problem has been identified and rectified.

A possible issue was identified yesterday which has been rectified and rolled out and we experienced no issues last night.

But we are continuing to monitor the situation every night to ensure all customers get the service they have paid for.

I hope this serves to clarify a few issues and re-assure everyone that we're working on the issue as best as possible.
 
ps3addict said:
Howsit Guys,

Ok sticking my head into the hornets nest here so to speak.

I work for MTN, more specifically on the Radius infrastructure that has been giving everyone such grief the past two weeks.
Let me start of by sincerely apologising for the issues you all have had to endure as of late.

Also let me clarify that the authentication issues are real authentication issues and not a bandwidth management exercise, neither by MTN nor Afrihost.

The problems we've been experiencing has been rather complex, and several measures were put in place ( feel free to ask questions, I'll answer as best as I can ), to resolve the issue, and has improved matters on the Radius infrastructure but unfortunately the problem has been re-occurring almost without fail. Usually from around 20:00 to 23:00. We've had the entire team looking at this looking for a solution. It's been two weeks of going to bed at 4am, up at 7am. So we're not resting until the problem has been identified and rectified.

A possible issue was identified yesterday which has been rectified and rolled out and we experienced no issues last night.

But we are continuing to monitor the situation every night to ensure all customers get the service they have paid for.

I hope this serves to clarify a few issues and re-assure everyone that we're working on the issue as best as possible.
Click to expand...

Thanks so much for weighing in here. I think it's really great to have some more inside technical info :)
 
AfriMan said:
I definitely understand how frustrating these issues have been. I sat at home without internet for the same times, and it was horrible. Though being without power at my house for the last 3 days has put things in perspective a little. It sucks to be me :(

We're still investigating so I can't say definitively that these authentication problems are behind us. We're working with MTN senior management and we've also put together a lot of information to try to highlight where we think the issue could be. It also makes it hard that we can't recreate the issue, but we know the symptoms, so we mostly have to wait for it to happen again so we can try to get more data.

I promise that we're working on this as high priority. All our directors are weighing in with MTN management, and we've got their full co-operation to try and find a permanent solution for this.
Click to expand...


Note to self: Check this thread before calling support - according to Afrihost support there was no problem!
 
A Non Blonde said:
Note to self: Check this thread before calling support - according to Afrihost support there was no problem!
Click to expand...

I try to post info as often as I can (and AfriGuy does as well). Otherwise you should always check our website if you're online. We also would usually have a message on our phones.
 
froot said:
What newsletter? I didn't get anything.
Click to expand...
Bundle-up and save!
It's not just the convenience of combining your DSL Data and Line Rental into one easy product, but the massive savings on your overall spend! Now that we've included Capped Double Data into our Bundles, all our Capped Bundle clients can enjoy premium bandwidth from just R1.80 per GB!
When we asked clients how we could make their bundles simpler, some mentioned that it would be great not to have to unbundle before changing between Capped, Uncapped or Business Bundles. So we rewrote the system to make this happen. Clients will now be able to change seamlessly between bundles and never have to worry about whether they have been unbundled. Capped Bundles will be limited to specific data packages and clients will be warned should any regrade affect their bundled status.
Also, bundled discounts will be conveniently reflected on your monthly invoices (just a little reminder of the awesome savings we're passing on to you for trusting us with your DSL products). The new Double Data inclusive Capped Bundles are now live!
 
Beri said:
Bundle-up and save!
It's not just the convenience of combining your DSL Data and Line Rental into one easy product, but the massive savings on your overall spend! Now that we've included Capped Double Data into our Bundles, all our Capped Bundle clients can enjoy premium bandwidth from just R1.80 per GB!
When we asked clients how we could make their bundles simpler, some mentioned that it would be great not to have to unbundle before changing between Capped, Uncapped or Business Bundles. So we rewrote the system to make this happen. Clients will now be able to change seamlessly between bundles and never have to worry about whether they have been unbundled. Capped Bundles will be limited to specific data packages and clients will be warned should any regrade affect their bundled status.
Also, bundled discounts will be conveniently reflected on your monthly invoices (just a little reminder of the awesome savings we're passing on to you for trusting us with your DSL products). The new Double Data inclusive Capped Bundles are now live!
Click to expand...

Awesomeness, thanks.

Yeah I'm still on the ooold bundle, so I'm getting it for cheap cheap, but I can't touch the bundle lest I lose the cheap price. So my only option is to buy once-off's if I need it.
 
Beri said:
Gain's news letter did not really add value to the topic!!
Click to expand...

I don't think he addressed it in detail, but he was planning to send a separate mailer. If that doesn't happen (he is a very busy man, after all) then I'll be happy to answer any questions on PM.
 
Still a bit surprised to get the R50 per month increase on my bundle, there was no notification.

So my line went up by R100 per month, but I get a R50 discount.

And 7GB per month extra - big deal !

What happens next, this seems rather temporary ?

Maybe I should just switch back to Telkom.
 
Jola said:
Still a bit surprised to get the R50 per month increase on my bundle, there was no notification.

So my line went up by R100 per month, but I get a R50 discount.

And 7GB per month extra - big deal !

What happens next, this seems rather temporary ?

Maybe I should just switch back to Telkom.
Click to expand...

You should have been billed more than you were previously paying. Can you drop me a PM so I can investigate?

We're just bringing Capped Bundles in line with Double Data on standalone data. If Double Data is revised or ended at the end of September then we will make an equivalent change to Bundles as well. Obviously if Double Data is extended, then things will stay the same for the period we extend it to.
 
AfriMan said:
You should have been billed more than you were previously paying. Can you drop me a PM so I can investigate?

We're just bringing Capped Bundles in line with Double Data on standalone data. If Double Data is revised or ended at the end of September then we will make an equivalent change to Bundles as well. Obviously if Double Data is extended, then things will stay the same for the period we extend it to.
Click to expand...

That is right, I am paying more than before, R49 to be exact.

But on checking, I see that it started last month, I was away so did not check.
 
Jola said:
That is right, I am paying more than before, R49 to be exact.

But on checking, I see that it started last month, I was away so did not check.
Click to expand...

Got your PM, looks like we missed this when we revised the bundle logic. Check my reply :)
 
Ping Test:

ping 197.242.144.102

64 bytes from 197.242.144.102: icmp_req=1 ttl=58 time=50 ms
64 bytes from 197.242.144.102: icmp_req=2 ttl=58 time=50 ms
64 bytes from 197.242.144.102: icmp_req=3 ttl=58 time=51 ms
Request timeout for icmp_seq 4
64 bytes from 197.242.144.102: icmp_req=5 ttl=58 time=50 ms


ping 8.8.8.8

64 bytes from 8.8.8.8: icmp_req=1 ttl=45 time=214 ms
64 bytes from 8.8.8.8: icmp_req=2 ttl=45 time=212 ms
64 bytes from 8.8.8.8: icmp_req=3 ttl=45 time=212 ms
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5


Trace Test:

traceroute -n 197.242.144.102

1 192.168.0.1 2 ms 1 ms 1 ms
2 Request timed out * * *
3 41.181.221.2 43 ms 42 ms 43 ms
4 41.181.221.2 43 ms 42 ms 43 ms
5 41.181.165.1 50 ms 50 ms 54 ms
6 41.181.165.1 43 ms 49 ms 43 ms
7 196.44.31.9 51 ms 50 ms 50 ms
8 196.31.220.6 44 ms 99 ms 43 ms
9 196.31.220.2 45 ms 45 ms 44 ms
10 196.31.63.2 50 ms 53 ms 51 ms
11 197.242.144.1 51 ms 50 ms
196.30.42.1 50 ms
12 197.242.144.1 49 ms


traceroute -n 8.8.8.8

1 192.168.0.1 5 ms
2 Request timed out *
3 41.181.178.6 55 ms
4 41.181.178.5 58 ms
5 41.181.165.1 58 ms
6 209.85.255.7 215 ms
7 Request timed out *
8 Request timed out *


DNS Test:

nslookup www.afrihost.com

Name: www.afrihost.com
Address: 197.242.144.102


nslookup www.google.com

Name: www.google.com
Address: 173.194.34.113
Name: www.google.com
Address: 173.194.34.114
Name: www.google.com
Address: 173.194.34.115
Name: www.google.com
Address: 173.194.34.116
Name: www.google.com
Address: 173.194.34.112


nslookup thishouldfail.afrihost.com

** server can't find thisshouldfail.com: NXDOMAIN
 
Panorama Exchange, 011475 range:
Pinging 105.236.11.129 with 32 bytes of data:
Reply from 105.236.11.129: bytes=32 time=178ms TTL=254
Reply from 105.236.11.129: bytes=32 time=185ms TTL=254
Reply from 105.236.11.129: bytes=32 time=101ms TTL=254
Reply from 105.236.11.129: bytes=32 time=114ms TTL=254
Reply from 105.236.11.129: bytes=32 time=176ms TTL=254
Reply from 105.236.11.129: bytes=32 time=114ms TTL=254
Reply from 105.236.11.129: bytes=32 time=169ms TTL=254
Reply from 105.236.11.129: bytes=32 time=176ms TTL=254
Reply from 105.236.11.129: bytes=32 time=102ms TTL=254
Reply from 105.236.11.129: bytes=32 time=169ms TTL=254
Reply from 105.236.11.129: bytes=32 time=115ms TTL=254
Reply from 105.236.11.129: bytes=32 time=123ms TTL=254
Reply from 105.236.11.129: bytes=32 time=113ms TTL=254
Reply from 105.236.11.129: bytes=32 time=138ms TTL=254
Reply from 105.236.11.129: bytes=32 time=105ms TTL=254
Reply from 105.236.11.129: bytes=32 time=109ms TTL=254
Reply from 105.236.11.129: bytes=32 time=193ms TTL=254
Reply from 105.236.11.129: bytes=32 time=108ms TTL=254
Reply from 105.236.11.129: bytes=32 time=177ms TTL=254
Reply from 105.236.11.129: bytes=32 time=111ms TTL=254

Netflix not breaking 360p on 4Meg line, mostly on 240p and buffers every 2min. Same problem literally every weeknight between 18:30 and 21:30
 
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