AFRIHOST\MFN Issues

A

Assasin_Zer0

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I have an issue with my Afrihost \ MFN connection
I suspect a faulty ONT (Port) .
I have been trying to explain this to the Afrihost "Support" Engineers to no avail.
The link speed drops from 1Gbps to 100Mbps .
1710056050248.png

Once i disconnect the Cable from the Port(ONT) and reconnect the issue is resolved , This could last anywhere from 1 hour to 24 hours . and then the link drops again .
I have tested my Gateway\Router by connecting it to my failover line , and the link speed never dips below 1Gbps .

The Afrihost support guy's don't understand the fact that this happens intermittently and want me to test while they are on the line , as i have tried explaining to them as soon as i remove the cable from the ONT and reconnect it temporarily resolves the issue .
They are refusing to log a ticket with MFN to check the ONT as they want proof then and there that the connection goes down . Which as i state i cannot manually replicate the issue .
They also want me to connect directly to the ONT which i understand , but i cannot leave my pc connected 24/7 and wait until whenever this happens again .

I had one agent online and had the issue , i send him the above screenshots , and i was told that is not enough evidence to have a ticket logged to MFN to Investigate .

Any ideas or suggestions on this one would be great ? .

Ps. My gateway is fine , This has been Thoroughly tested
Network cable is fine , i actually purchased a brand new Cat7 SFTP 0.5m just to make sure .
 
Assasin_Zer0 said:
I have an issue with my Afrihost \ MFN connection
I suspect a faulty ONT (Port) .
I have been trying to explain this to the Afrihost "Support" Engineers to no avail.
The link speed drops from 1Gbps to 100Mbps .
View attachment 1673561

Once i disconnect the Cable from the Port(ONT) and reconnect the issue is resolved , This could last anywhere from 1 hour to 24 hours . and then the link drops again .
I have tested my Gateway\Router by connecting it to my failover line , and the link speed never dips below 1Gbps .

The Afrihost support guy's don't understand the fact that this happens intermittently and want me to test while they are on the line , as i have tried explaining to them as soon as i remove the cable from the ONT and reconnect it temporarily resolves the issue .
They are refusing to log a ticket with MFN to check the ONT as they want proof then and there that the connection goes down . Which as i state i cannot manually replicate the issue .
They also want me to connect directly to the ONT which i understand , but i cannot leave my pc connected 24/7 and wait until whenever this happens again .

I had one agent online and had the issue , i send him the above screenshots , and i was told that is not enough evidence to have a ticket logged to MFN to Investigate .

Any ideas or suggestions on this one would be great ? .

Ps. My gateway is fine , This has been Thoroughly tested
Network cable is fine , i actually purchased a brand new Cat7 SFTP 0.5m just to make sure .
Click to expand...
Hi @Assasin_Zer0

May I please have your ticket reference with the support team so we can have a look and log it with MFN.
 
Hi @Afrigirl @AfriFella @AfriGuy
This was the latest response from your ServiceDesk.
1711610832589.png

This feels like it's getting nowhere after weeks of testing .

Your agent connected and tested from my machine that has M2.NVME Drives installed . Not that it should make any difference to be honest ..

I very Highly doubt any laptop they bring here would out perform what i have here , and what you guy's tested with already .

1711611010749.png
1711611037340.png
 
=============================================================================================================================================================================
Fibre Enquiries
4:00 PM (16 minutes ago)
Reply
to me


Hi

Thank you for your patience.

I have engaged with our NOC department regarding your matter.

They have suggested that please kindly use new LAN cables CAT 6 OR CAT 7 24awg to be specific , connected from the ONT box to the router, then from the router to your laptop, then switch your speed duplex to 1GB then monitor your connection to see if problem persist, if it persist please kindly let me know because that will clearly means there's an issue with the PORT on the ONT box that pushes your speed duplex to auto negotiate.

Awaiting your response.

Regards
xxxxxxx

=============================================================================================================================================================================

Hi there.

Just checking for any updates



On Thu, Mar 28, 2024 at 9:28 AM Fibre Enquiries wrote:

Good Day xxxxxxxx

Thank you for your response.

You are welcome.

Regards
xxxx
=============================================================================================================================================================================

Hi xxxxxx. Will do thank you very much

=============================================================================================================================================================================

On Thu, Mar 28, 2024 at 9:08 AM Fibre Enquiries wrote:

Good Day xxxxxxxxxx

Thank you for your response, please kindly accept our humble apologies
for
the inconvenience caused.

This is the feedback from Metrofibre below:
====================================
Good day,

As per NOC investigations please note that the line has been
re-provisioned and is configured for the correct speeds.
Kindly ask ISP to send a tech with a testing PC that has an SSD driver
and
great performance.
And change the destination server to Metrofibre Networx
=====================================

I reverted back to Metrofibre to advise them that this is a persisting
issue, and we were also connected remotely to your pc to prove that
there's
an issue with the line, please kindly follow up again later before
12pm so
that I can check their latest update from them.

Regards
xxxxxxxxxx

=============================================================================================================================================================================


Good Day xxxxxxxx
Hope you are keeping well .

As per metro the issue regarding the cable break has been resolved ,
My
issues still persist.
[image: image.png]

[image: image.png]

=============================================================================================================================================================================

On Wed, Mar 27, 2024 at 11:23 AM Fibre Enquiries wrote:

Good Day xxxxxxxx

Thank you for your response.

Your matter is not related to what is currently happening now, but
i
would
like us to wait for the current network outage to be restored
firstly
then
we will take it from there.

Regards
xxxxxxxxx


Ok no problem ,

I just wanted to make sure that the two issues arent related .As
my
issues
started long before this.



On Wed, Mar 27, 2024 at 10:40 AM Fibre Enquiries wrote:

Good Day xxxxxxxxx

Thank you for your response.

This is a new issue apparently, so let's wait for this outage
to be
restored.

This is another update from the service manager:
=======================================
Hi xxxxxxxx

We are working on it. No timeframe as yet for the Outage.
========================================

Let's wait for this outage to be restored then we will take it
from
there.

Regards
xxxxxxxxx


Hi xxxxxxxxxxx.

No Problem ,
I originally reported the issue on the 10th of March .



So i'm not sure if this is related ?

=============================================================================================================================================================================

On Wed, Mar 27, 2024 at 10:10 AM Fibre Enquiries wrote:

Hi xxxxxxxxxxxx

Thank you for your response.

This is another update just now from the service manager
below:
=========================================
Good Day Team,

We are writing to inform you about an outage currently
affecting
clients
in The Reeds, Centurion.

Our engineers are working diligently to restore services as
soon as
possible.

Should you have any questions or concerns,

Please contact your allocated key accounts representative
if
you
have
any
further queries.

Thank you for your understanding.

Ticket 219297.
======================================================

I did find out how long is it gonna take, so that once the
outage
is
restored we can test to see if your issue still persist
then we
will
take
it from there.

Regards
xxxxxxxxx


=============================================================================================================================================================================


On Wed, Mar 27, 2024 at 10:04 AM Fibre Enquiries wrote:

Hi xxxxxxxxxxx

I trust you well.

They have just acknowledged now now, this the feedback
from the
service
manager below:
=====================================
Good Day Team,

Hope well,

I escalated to NOC Escalations to investigate.

Regards
Metrofibre Service Manager
=====================================

I am now waiting for more feedback.

Regards
xxxxxxxxxxxx


=============================================================================================================================================================================
 
Am i being unreasonable in saying this is Pathetic , ?
This is after weeks of going backwards and forwards ,
And spending over an hour and half on the phone yesterday , With an engineer connected to my machine . running the tests himself ..
@Afrigirl @AfriGuy @AfriFella
 
Last edited:
MetroFiber arrived 15 min Ago . Confirmed that it may be a faulty ONT.
But cannot assist unless i pay for a new ONT ? ...
 
Assasin_Zer0 said:
MetroFiber arrived 15 min Ago . Confirmed that it may be a faulty ONT.
But cannot assist unless i pay for a new ONT ? ...
Click to expand...

The ticket is still open. I have escalated it to our service delivery manager at Metro for feedback on why you were advised that.
 
@AfriNatic
1000016533-jpg.1684089
 
I think so yes. The vehicle did not have any MFN branding.
But still . If its a hardware failure then surely they should be able to do a swap out. I mean there is no physical damage done to the unit. Its locked in a server rack with backup power.
 
Assasin_Zer0 said:
I think so yes. The vehicle did not have any MFN branding.
But still . If its a hardware failure then surely they should be able to do a swap out. I mean there is no physical damage done to the unit. Its locked in a server rack with backup power.
Click to expand...
@AfriNatic Should be able to sort that out for you, where it won't cost you anything. He always gets things sorted, maybe try talking with him in PM's
 
MakoPC said:
@AfriNatic Should be able to sort that out for you, where it won't cost you anything. He always gets things sorted, maybe try talking with him in PM's
Click to expand...
Apparently not .
So their equipment lasted 3 months (Fiber was installed in January 2024 ) and failed. And the client is now Liable for the hardware failure .

1711978777459.png
 
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