Afrihost Fibre Feedback

Status
Not open for further replies.
I have applied for a afrihost fibre line i have recieved the wifi router from afrihost already but when i follow up with openserve regarding the progress of my installation they confirm that the refrence is not on the system and the technician cant complete the installation till it shows on their system. my order was placed with afrihost on the 16/10/2017 anybody else had a similar problem?
 
Also applied for a fiber line over a month ago received the router,still have not got a date for installation. On vumatel/fiberhoods network in fairmount JHB. Submitted a ticket have got a confirmation email, but no reply. Ticket doesnt show up in my client zone.Ticket ID: CER-542-32984. Support at afrihost seems to have really gone down the drain. Used to get an answer within 25 min, now i have to run after you guys.
 
i also logged a ticket but have recieved no feedback i know a technician in the area who is willing to do the installation for me but he needs to be able to create the job card but its not available on there system......i opted for afrihost as i used to have a adsl line with them and only had the best service but seems currently they are struggling with the fibre
 
James297 said:
i also logged a ticket but have recieved no feedback i know a technician in the area who is willing to do the installation for me but he needs to be able to create the job card but its not available on there system......i opted for afrihost as i used to have a adsl line with them and only had the best service but seems currently they are struggling with the fibre
Click to expand...

I received your PM. :) I'll escalate this with our Fibre Team and update you accordingly. :)
 
AfriFella said:
Keep us posted. :)
Click to expand...

So resetting everything and getting the package refreshed from Afrihosts side seemed to work.

My gaming however is still more laggy than with my unreliable LTE, which doesn't really make sense because my speed tests are at 40mbps roughly and my ping to jhb is 6ms. I tried international servers and local servers through Battlefield 1. Also put in a wired connection but didn't really seem to help (getting 165ms ping to London which seems high).

Streaming is similar, not great.

Are all capped products unshaped?
 
I have to say that I am NOT having ANY Internet Joy from Afrihost. Let me explain...

The 16th I called Afrihost and wanted to move my Fiber account over to them as I have not been happy with my current ISP. I have asked a couple of questions and and it seemed that the person I spoke to on the other seed knew their stuff. (BTW, I have been on Fibre for over a year now with the current ISP).

I was told to go to the Afrihost website and to apply online. I duly did this. the next day I got a call and it seems like everything was progressing quite well.

Boy was I wrong...Since the 17th I have been trying to get onto the Afrihost network. I have cancelled with my current ISP and they will be cutting me off on Monday. I have been speaking with different representatives every 2nd day asking for updates as to when the ONT will be reconfigured so that I can get onto the Afrihost network... Every 2nd day I get told the same story. It is with Vumatel and they will do this ANY day now.

Yesterday (Friday 27 Oct) I called and spoke to one of the reps. She was very friendly and send a mail out after the conversation. She promised me to follow up and let me know before the day was out...Well that never happened. (Afrihost, if you say you will get back, then do so. Don't make the promise and then NOT follow up).

This morning I decided to follow up again. Once again friendly rep, but once again no actions... At 2 pm this afternoon (Sat 28 Oct) called in. I was on hold for 49min. (I have the screenshot on my phone)

Eventually I get to speak to a supervisor who tells me that I will have to be down for 48 hours (NOBODY told me this). The reason I started the process early was to avoid this...So, on Monday I will go "dark". In all probability wait 2 more weeks without fiber access to get connected...and this is a BIG maybe.

To be honest, I am Very disappointed. Right now I am in two minds to proceed with this. I am not used to this crappy service...

Well, I think it is time to grovel and go back to my current ISP and stick with their crappy service that is still better than Afrihost...

No Internet Joy...

Corne :mad::mad:
 
Last edited:
teamed209 said:
So resetting everything and getting the package refreshed from Afrihosts side seemed to work.

My gaming however is still more laggy than with my unreliable LTE, which doesn't really make sense because my speed tests are at 40mbps roughly and my ping to jhb is 6ms. I tried international servers and local servers through Battlefield 1. Also put in a wired connection but didn't really seem to help (getting 165ms ping to London which seems high).

Streaming is similar, not great.

Are all capped products unshaped?
Click to expand...

That's really strange... How are you connected to the WiFi router? Are you consistently getting these results?
 
Cornedp said:
I have to say that I am NOT having ANY Internet Joy from Afrihost. Let me explain...

The 16th I called Afrihost and wanted to move my Fiber account over to them as I have not been happy with my current ISP. I have asked a couple of questions and and it seemed that the person I spoke to on the other seed knew their stuff. (BTW, I have been on Fibre for over a year now with the current ISP).

I was told to go to the Afrihost website and to apply online. I duly did this. the next day I got a call and it seems like everything was progressing quite well.

Boy was I wrong...Since the 17th I have been trying to get onto the Afrihost network. I have cancelled with my current ISP and they will be cutting me off on Monday. I have been speaking with different representatives every 2nd day asking for updates as to when the ONT will be reconfigured so that I can get onto the Afrihost network... Every 2nd day I get told the same story. It is with Vumatel and they will do this ANY day now.

Yesterday (Friday 27 Oct) I called and spoke to one of the reps. She was very friendly and send a mail out after the conversation. She promised me to follow up and let me know before the day was out...Well that never happened. (Afrihost, if you say you will get back, then do so. Don't make the promise and then NOT follow up).

This morning I decided to follow up again. Once again friendly rep, but once again no actions... At 2 pm this afternoon (Sat 28 Oct) called in. I was on hold for 49min. (I have the screenshot on my phone)

Eventually I get to speak to a supervisor who tells me that I will have to be down for 48 hours (NOBODY told me this). The reason I started the process early was to avoid this...So, on Monday I will go "dark". In all probability wait 2 more weeks without fiber access to get connected...and this is a BIG maybe.

To be honest, I am Very disappointed. Right now I am in two minds to proceed with this. I am not used to this crappy service...

Well, I think it is time to grovel and go back to my current ISP and stick with their crappy service that is still better than Afrihost...

No Internet Joy...

Corne :mad::mad:
Click to expand...

:( Most Fibre Providers don't have migrations as with DSL. In most cases the Fibre line will be cancelled, and the new provider will sign-up for a new order for your Fibre line. A new installation doesn't have to be done, but it does mean that there will be some form of downtime.

If you can Inbox me your details I'll follow-up on this for you.
 
AfriGenie said:
:( Most Fibre Providers don't have migrations as with DSL. In most cases the Fibre line will be cancelled, and the new provider will sign-up for a new order for your Fibre line. A new installation doesn't have to be done, but it does mean that there will be some form of downtime.

If you can Inbox me your details I'll follow-up on this for you.
Click to expand...

Thank you for the response, but I think after the "Not so Good Service" I will stay with the current ISP. To be honest on their worst day they were still willing to go the extra mile. It seems as if Afrihost has gotten to big to worry about a small think like customer service...

I have asked WAY in advance so as to avoid any downtime. This was NOT communicated upfront...

thank you in any case for your response, but after nearly 2 weeks I just could not be bothered with bad service...
 
AfriGenie said:
That's really strange... How are you connected to the WiFi router? Are you consistently getting these results?
Click to expand...

Connected through cable and wireless, is it normal to have those sort of pings to London on a PS4? Are capped accounts shaped in any way?
 
teamed209 said:
Connected through cable and wireless, is it normal to have those sort of pings to London on a PS4? Are capped accounts shaped in any way?
Click to expand...

Not the Fibre Capped accounts, real-time traffic is prioritised. You should be getting around 200ms to 220ms to Europe. Which DNS are you using?
 
Cornedp said:
Thank you for the response, but I think after the "Not so Good Service" I will stay with the current ISP. To be honest on their worst day they were still willing to go the extra mile. It seems as if Afrihost has gotten to big to worry about a small think like customer service...

I have asked WAY in advance so as to avoid any downtime. This was NOT communicated upfront...

thank you in any case for your response, but after nearly 2 weeks I just could not be bothered with bad service...
Click to expand...

I'm really sorry to hear that. :(

If I can help with anything going forward, you are more than welcome to PM me.
 
So I thought I would share this with you guys, maybe someone can help me since Afrihost has no clue what the issue is here.

Since July, on ADSL(now on Fibre) I have this issue where every evening, from 19:00 to about 21:30-22:00 there is a specific hop in my routing that triples in latency. I asked them back then and they couldn't sort it out. I left it after a month of nagging hoping that Fibre would resolve the issue...and guess what? Same issue, every night.

This is the traceroute from July this year on ADSL:

4 29 ms 26 ms 26 ms jhb-up3.ip.adsl.co.za [169.1.5.29]
5 28 ms 26 ms 27 ms 169-1-5-250.ip.afrihost.co.za [169.1.5.250]
6 93 ms 90 ms 93 ms jhb-net1.ip.adsl.co.za [169.1.5.52] <<<--- ?????

Traceroute tonight on Fibre:

2 * * * Request timed out.
3 5 ms 4 ms 4 ms jhb [169.1.5.29]
4 55 ms 54 ms 54 ms 169-1-5-250.ip.afrihost.co.za [169.1.5.250] <<<---- ?????
5 4 ms 4 ms 5 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 4 ms 4 ms 4 ms 169 [169.1.5.74]
7 79 ms 70 ms 61 ms is.ixp.joburg [196.60.8.126] <<<----- This has also been the same issue from ADSL, same time, every night
8 63 ms 63 ms 62 ms 168.209.1.169
9 5 ms 5 ms 5 ms is-ops-pkl.fw.is.co.za [196.34.7.196]

Can anybody shed some light here?
 
JCM said:
So I thought I would share this with you guys, maybe someone can help me since Afrihost has no clue what the issue is here.

Since July, on ADSL(now on Fibre) I have this issue where every evening, from 19:00 to about 21:30-22:00 there is a specific hop in my routing that triples in latency. I asked them back then and they couldn't sort it out. I left it after a month of nagging hoping that Fibre would resolve the issue...and guess what? Same issue, every night.

This is the traceroute from July this year on ADSL:

4 29 ms 26 ms 26 ms jhb-up3.ip.adsl.co.za [169.1.5.29]
5 28 ms 26 ms 27 ms 169-1-5-250.ip.afrihost.co.za [169.1.5.250]
6 93 ms 90 ms 93 ms jhb-net1.ip.adsl.co.za [169.1.5.52] <<<--- ?????

Traceroute tonight on Fibre:

2 * * * Request timed out.
3 5 ms 4 ms 4 ms jhb [169.1.5.29]
4 55 ms 54 ms 54 ms 169-1-5-250.ip.afrihost.co.za [169.1.5.250] <<<---- ?????
5 4 ms 4 ms 5 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 4 ms 4 ms 4 ms 169 [169.1.5.74]
7 79 ms 70 ms 61 ms is.ixp.joburg [196.60.8.126] <<<----- This has also been the same issue from ADSL, same time, every night
8 63 ms 63 ms 62 ms 168.209.1.169
9 5 ms 5 ms 5 ms is-ops-pkl.fw.is.co.za [196.34.7.196]

Can anybody shed some light here?
Click to expand...

I am in the process of sending this through to the Critical Care Team along with all of the test results that you have sent through There is definitely something strange going on here.
 
AfriGenie said:
Not the Fibre Capped accounts, real-time traffic is prioritised. You should be getting around 200ms to 220ms to Europe. Which DNS are you using?
Click to expand...

Standard settings, haven't played around with that. Perhaps port forwarding will help.
 
teamed209 said:
Standard settings, haven't played around with that. Perhaps port forwarding will help.
Click to expand...

Port forwarding would not as it would either go through or not.
The issue is either bad routing Afrihost side or a bandwidth issue (also Afrihost side). They shouldn't need your assistance for it, should be internally testable with a quick "we have done xyz changes, could you test this e.g. evening and tell us if you are still experiencing any problems".
 
Johnatan56 said:
Port forwarding would not as it would either go through or not.
The issue is either bad routing Afrihost side or a bandwidth issue (also Afrihost side). They shouldn't need your assistance for it, should be internally testable with a quick "we have done xyz changes, could you test this e.g. evening and tell us if you are still experiencing any problems".
Click to expand...

The issue is that we haven't been able to replicate the issue from our side. :(

We're going to have to work more closely with JCM to find out why this seems to only be affecting his connection.
 
New fibre account. Everything was activated yesterday. Today comes along. No data added to account. Live chat is down as it's after 5. Call support. Number four in line then number 11 then number 30. Placing my bets on myadsl for getting a response.
 
Mike43110 said:
New fibre account. Everything was activated yesterday. Today comes along. No data added to account. Live chat is down as it's after 5. Call support. Number four in line then number 11 then number 30. Placing my bets on myadsl for getting a response.
Click to expand...

Which region are you in? We are experiencing connectivity issues in the South and East at the moment. :(
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X