Afrihost migration

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Paradigm69

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Hi AfriFella

I've recently joined afrihost, and started the whole migration process with Telkom on the 9th of January. Due to Telkoms errors they accidentally cancelled the adsl line instead of migrating to the holding pool.

Then afrihost sent a new order through on the 17th January 2017, after numerous calls to Telkom they indicated this was completed on 2 February and in the migration pool. This order can be given.

So I called afrihost to indicate the line is in the holding pool, you guys said that see it and would take another 5 working days to up to speed. So I waited this 5 days, just to be told by afrihost today that this migration never happened.
So believing afrihost I call Telkom again, they assured me again that this did happen.
So I phone you guys again today, now it seems when this was migrated Afrihost didn't take the line over and was cancelled. I've officially been waiting 17 working days from the original afrihost order to now, just to find out it's back in the same place. So now should I be waiting again 17 working days? Your contact center keeps giving contrary statements, all the time actually.

I'm definitely not impressed and thought this was a good isp provider. So to top it off because I thought everything would be finalized today, and been having issues with my line, which I'm paying for. So my line supposed to be 20mbs line, unshaped adsl yet I'm I can't even download at 160KBs imagine my frustration to hear that today isn't the day things get sorted. I've been on the telephone 3 times today to your call center and no response. This really hasn't been a pleasant experience with Afrihost
 
Paradigm69 said:
Hi AfriFella

I've recently joined afrihost, and started the whole migration process with Telkom on the 9th of January. Due to Telkoms errors they accidentally cancelled the adsl line instead of migrating to the holding pool.

Then afrihost sent a new order through on the 17th January 2017, after numerous calls to Telkom they indicated this was completed on 2 February and in the migration pool. This order can be given.

So I called afrihost to indicate the line is in the holding pool, you guys said that see it and would take another 5 working days to up to speed. So I waited this 5 days, just to be told by afrihost today that this migration never happened.
So believing afrihost I call Telkom again, they assured me again that this did happen.
So I phone you guys again today, now it seems when this was migrated Afrihost didn't take the line over and was cancelled. I've officially been waiting 17 working days from the original afrihost order to now, just to find out it's back in the same place. So now should I be waiting again 17 working days? Your contact center keeps giving contrary statements, all the time actually.

I'm definitely not impressed and thought this was a good isp provider. So to top it off because I thought everything would be finalized today, and been having issues with my line, which I'm paying for. So my line supposed to be 20mbs line, unshaped adsl yet I'm I can't even download at 160KBs imagine my frustration to hear that today isn't the day things get sorted. I've been on the telephone 3 times today to your call center and no response. This really hasn't been a pleasant experience with Afrihost
Click to expand...

Hi Paradigm69. :) Sorry about the late response. I can see that you are already working with AfriGenie to get your line issue resolved. I can guarantee you that he'll be able to sort this out for you once and for all.
 
Hi AfriFella

So my line finally transferred to you guy YAY! But because of slow speeds I asked you guys to reset the port, after reset I currently can't connect, so I'm officially without internet now...which I don't understand
 
Paradigm69 said:
Hi AfriFella

So my line finally transferred to you guy YAY! But because of slow speeds I asked you guys to reset the port, after reset I currently can't connect, so I'm officially without internet now...which I don't understand
Click to expand...

Glad to hear about the successful transfer! :D

Please feel free to PM me your line details and I'll take a look at what's up. :)
 
Hi Afrifella

So my internet line is up and running router showing syncing 20mbs speed tests showing 16mbs.

But when torrenting I'm still getting max 200Kbs, a friend also with afrihost has a 10mbs line, getting a 1Mbs speed and his on a shaped account, but Im suppose to be on unshaped.

PLEASE HELP!!! The torrents have good seeds so its definitely not that.
Could you please do tests on my line
 
Paradigm69 said:
Hi Afrifella

So my internet line is up and running router showing syncing 20mbs speed tests showing 16mbs.

But when torrenting I'm still getting max 200Kbs, a friend also with afrihost has a 10mbs line, getting a 1Mbs speed and his on a shaped account, but Im suppose to be on unshaped.

PLEASE HELP!!! The torrents have good seeds so its definitely not that.
Could you please do tests on my line
Click to expand...

The tests are more effective if you run them from your side, we can see exactly what you are experiencing. If you could please run a speedtest and a traceroute, this will tell us a lot (please also do a ping to bras.afrihost.com).
 
AfriMan said:
The tests are more effective if you run them from your side, we can see exactly what you are experiencing. If you could please run a speedtest and a traceroute, this will tell us a lot (please also do a ping to bras.afrihost.com).
Click to expand...


Traceroute:

raceroute to bras.afrihost.com (155.239.255.250), 30 hops max, 60 byte packets


1 * * *


2 core22.hetzner.de 213.239.229.133 de 0.284 ms 0.279 ms 0.275 ms


3 core4.hetzner.de 213.239.245.18 de 5.047 ms
core1.hetzner.de 213.239.245.177 de 4.867 ms 4.873 ms


4 * * *


5 * * *


6 * * *
No reply for 3 hops. Assuming we reached firewall.
Other functions:
 
ping from router:

PING bras.afrihost.com (155.239.255.250): 56 data bytes
64 bytes from 155.239.255.250: icmp_seq=0 ttl=64 time=21.1 ms
64 bytes from 155.239.255.250: icmp_seq=1 ttl=64 time=20.5 ms
64 bytes from 155.239.255.250: icmp_seq=2 ttl=64 time=27.5 ms
64 bytes from 155.239.255.250: icmp_seq=3 ttl=64 time=24.8 ms
64 bytes from 155.239.255.250: icmp_seq=4 ttl=64 time=22.8 ms

--- bras.afrihost.com ping statistics ---
5 packets transmitted, 5 packets received, 0% packet loss
round-trip min/avg/max = 20.5/23.3/27.5 ms
 
sorry dont know the "jargon" for internet stuff, I did the traceroute with a website
 
It looks like you are seeing a bit more latency than you should to the BRAS. That should be close to 10ms or below for a healthy line.

The traceroute is a bit problematic, that is tracing back to you from an external server, we need you to run that traceroute from your PC to a server (preferably from the command prompt) so we can see how the latency manifests.
 
Thanks Afriman, going to do the tests tonight and will send the results through to your support email address.
 
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