Afrihost client service issues

Virus91

Virus91

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Currently pay for a 500MB line with afrihost, every 2 - 3 months we sit with the same issue, for around 7 - 14 days untill afrihost decide to fix this issue - Context -

Every time this issue persists (been 6 days now) our internet between the times of around 5:30pm - 12pm are slow, to the extent of 7mb download speed, and 0.95% packet loss, we have gone through multiple trace route tests in the past, continuous speed tests, we even bought the fastest ethernet cables we could find to no avail.

How does this continuously happen, and is there a provider you can recommend that actually has the clients best interest at heart, instead of what seems to be greed, and an attitude when asked to assist.

I am so over being with Afrihost i would rather go back to dial up internet instead of deal with their client services department that relays the same there doesn't seem to be an issue response, i dont need a degree in this so assume these forms of speed are not in line with the 500mb download, 250mb upload we pay for every month.

1711529259329.png
 
Rickster said:
Normally on Fibre, the issue is with the FNO and not the ISP.
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Then surely the ISP would do what needs to be done in terms of customer service and resolve the issue? Right now its me doing everything, and receiving every comment in the book about how there is nothing wrong, its absurd that we need to stoop to this level of service.
 
Virus91 said:
Then surely the ISP would do what needs to be done in terms of customer service and resolve the issue? Right now its me doing everything, and receiving every comment in the book about how there is nothing wrong, its absurd that we need to stoop to this level of service.
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Hi.

I am sorry you have been experiencing intermittent line speeds.
Where there tests done directly to the ONT? Please share more results, including ping plotter or trace route so we can log it with the fibre network provider.
 
Afrigirl said:
Hi.

I am sorry you have been experiencing intermittent line speeds.
Where there tests done directly to the ONT? Please share more results, including ping plotter or trace route so we can log it with the fibre network provider.
Click to expand...
We have had openserve come out, and advise there is nothing wrong on the line, it feels like this is just impossible to sort out? we are sending through all the necessary data, my partner has sent through the trace tests etc, but its the Same thing, everytime, and we never get told what the issue is. We don't even know what a ping plotter is?
 
Virus91 said:
We have had openserve come out, and advise there is nothing wrong on the line, it feels like this is just impossible to sort out? we are sending through all the necessary data, my partner has sent through the trace tests etc, but its the Same thing, everytime, and we never get told what the issue is. We don't even know what a ping plotter is?
Click to expand...
Please share the ticket ID and recent tests, I will log it again with Openserve second tier support.
 
Virus91 said:
We have had openserve come out, and advise there is nothing wrong on the line, it feels like this is just impossible to sort out? we are sending through all the necessary data, my partner has sent through the trace tests etc, but its the Same thing, everytime, and we never get told what the issue is. We don't even know what a ping plotter is?
Click to expand...
You don't need ping plotter if you have the trace route results. Don't worry about it.
 
Afrigirl said:
You don't need ping plotter if you have the trace route results. Don't worry about it.
Click to expand...
i also have 11 more screenshots with even slower speeds then the one provided, and a screenshot of a 508MB download, with a 96 ping to a jhb server, PS i am from JHB.
 
Afrigirl said:
You don't need ping plotter if you have the trace route results. Don't worry about it.
Click to expand...
as discussed, here is another screenshot, from a different device, (3 total devices connected at this point, two phones, one samsung tablet. this is from openserves test.

1711533621894.png
 
Virus91 said:
as discussed, here is another screenshot, from a different device, (3 total devices connected at this point, two phones, one samsung tablet. this is from openserves test.

View attachment 1682189
Click to expand...
This looks like congestion on Openserve side tbh. 162 ping to a local server surely doesn't look right.

Can you perhaps post a traceroute to 1.1.1.1 and 8.8.8.8 here in the forum?
 
grant_cpt said:
This looks like congestion on Openserve side tbh. 162 ping to a local server surely doesn't look right.

Can you perhaps post a traceroute to 1.1.1.1 and 8.8.8.8 here in the forum?
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Yeah im going to try it tonight when it congests again, this only happens certian hours, right now my line is perfect, as soon as like 5 - 6pm hits its all over the show,
 
That does look like it's Openserve's issue.
Afrihost lately with the support is not where it should be, as they should have taken the observation into account , and today I had a issue and asking them to see why thew line is capped at 100mbps and not 240 as I am paying for, was so frustrating, as the agent clearly is not technical (even Level 1) and couldn't see previous issues logged, which SHOULD have had what was done logged in the notes.

Change your FNO if possible and your ISP.
 
miellies said:
That does look like it's Openserve's issue.
Afrihost lately with the support is not where it should be, as they should have taken the observation into account , and today I had a issue and asking them to see why thew line is capped at 100mbps and not 240 as I am paying for, was so frustrating, as the agent clearly is not technical (even Level 1) and couldn't see previous issues logged, which SHOULD have had what was done logged in the notes.

Change your FNO if possible and your ISP.
Click to expand...
Hi.

Openserve is attending to @Virus91's issue, and I am still waiting to hear from him about any packet loss from the past weekend.

@miellies Please share the ticket ID or drop me a PM so I can have a look at your line.
 
We
Afrigirl said:
Hi.

Openserve is attending to @Virus91's issue, and I am still waiting to hear from him about any packet loss from the past weekend.

@miellies Please share the ticket ID or drop me a PM so I can have a look at your line.
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l, the person was unhelpful and wanted to do tests that would not have any impact on it, and wanted to say I have too many devices on the network. I will send you a PM with the account number as apparently no-one at Afrihost can see the previous tickets. What is going on with your support? Never had such issues.
And I also have tons of packet loss lately. not looking good for u guys.
 
I'm having the exact same problems and here's the catch: They keep blaming Metrofibre and they say that Metrofibre keeps closing the tickets without resolving the issues. It has been 2 months now and I'm starting to think I should ho over to Cool Ideas. If I have to see another high ping test or traceroute I might commit an unlawful act.
Paying for a 250mbps line and I get 7mbps from 18:00 to 00:00. Can't game, Can't stream on more than 1 TV and browsing the internet feels like I'm using wap or gsm.
 
ShaneDylan96 said:
I'm having the exact same problems and here's the catch: They keep blaming Metrofibre and they say that Metrofibre keeps closing the tickets without resolving the issues. It has been 2 months now and I'm starting to think I should ho over to Cool Ideas. If I have to see another high ping test or traceroute I might commit an unlawful act.
Paying for a 250mbps line and I get 7mbps from 18:00 to 00:00. Can't game, Can't stream on more than 1 TV and browsing the internet feels like I'm using wap or gsm.
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Vote with your wallet and let everyone know how great AH support and reliable their network is.
 
Look at these requirements to be met before I can get assistance. Screw this. I'm cancelling.
We don't have a PC in our household because we have smartphones, Smart TV's and gaming consoles. This is ridiculous. So a speedtest from my old laptop isn't valid because it's not accurately measuring the 4mbps I get on the 250mbps line I'm paying for. Afrihost, This is absolutely disgusting service.
 

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