Afrihost Mobile Feedback

@AfriNatic and/or other Afri rep/s :

As a reminder (from posts long ago), I'm using MTN via Afri. on a B525.

The service seems to be deteriorating badly for me.
Will send you a PM of my tower & other relevant details, after posting this.

Can you find out from MTN if there is a tower issue, or whether simply increased congestion, because my speeds until a few weeks ago used to be around 40 - 60 Mbps down / 45 Mbps up with a latency of between 22 - 27 ms.

Yesterday in particular I noticed slowing down and did some speed tests again ; was getting decent enough down (up to around 38 - 40, but upload was max between 5 - 6 Mbps, and pings were around 35 ms.

This afternoon it's much worse - on my smartphone about 15 minutes ago I got 3.51 Mbps down & 0.02 up, and the ping didn't even register !
Subsequently did one on the PC before writing this and it's 7,82 / 1.46 with 41ms ping.

I don't buy the fact that it's simply down to congestion in December, because this is primarily a residential area, so many people would have already been working from home all year (due to Covid), already, and I doubt gamers or heavy users would rely on MTN LTE for gaming / streaming in December holidays - would you agree with that, and that they're simply unaware of the slowdown at the tower I'm using ?

Here are some of the speedtests from yesterday / today :


ISP: Air Mobile
Ping: 41ms
Download: 7.82Mbps
Upload: 1.46Mbps
Test your speed: http://speedtest.co.za

Air Mobile – 2020-12-14 16:27:58

-----


Ping 34ms
Download 31.80Mbps
Upload 5.74Mbps
Air Mobile

2020-12-13 16:32:18

---


Ping: 35ms
Download: 37.32Mbps
Upload: 5.83Mbps

Air Mobile

2020-12-13 16:10:12

----


Speed Test
Ping 37ms
Download 40.26Mbps
Upload 5.82Mbps
Air Mobile – 2020-12-13 15:54:57
Server: ZA - Cape Town
Air Mobile

-----

Please can you find out why things are now so bad in my area, suddenly, and what can be done about restoring to the previously acceptable figures from a few weeks ago.

My router settings are on "Auto / Auto" for 4G / network selection, so are no different to the way they were before things started going downhill.
 
@AfriNatic and/or other Afri rep/s :

As a reminder (from posts long ago), I'm using MTN via Afri. on a B525.

The service seems to be deteriorating badly for me.
Will send you a PM of my tower & other relevant details, after posting this.

Can you find out from MTN if there is a tower issue, or whether simply increased congestion, because my speeds until a few weeks ago used to be around 40 - 60 Mbps down / 45 Mbps up with a latency of between 22 - 27 ms.

Yesterday in particular I noticed slowing down and did some speed tests again ; was getting decent enough down (up to around 38 - 40, but upload was max between 5 - 6 Mbps, and pings were around 35 ms.

This afternoon it's much worse - on my smartphone about 15 minutes ago I got 3.51 Mbps down & 0.02 up, and the ping didn't even register !
Subsequently did one on the PC before writing this and it's 7,82 / 1.46 with 41ms ping.

I don't buy the fact that it's simply down to congestion in December, because this is primarily a residential area, so many people would have already been working from home all year (due to Covid), already, and I doubt gamers or heavy users would rely on MTN LTE for gaming / streaming in December holidays - would you agree with that, and that they're simply unaware of the slowdown at the tower I'm using ?

Here are some of the speedtests from yesterday / today :


ISP: Air Mobile
Ping: 41ms
Download: 7.82Mbps
Upload: 1.46Mbps
Test your speed: http://speedtest.co.za

Air Mobile – 2020-12-14 16:27:58

-----


Ping 34ms
Download 31.80Mbps
Upload 5.74Mbps
Air Mobile

2020-12-13 16:32:18

---


Ping: 35ms
Download: 37.32Mbps
Upload: 5.83Mbps

Air Mobile

2020-12-13 16:10:12

----


Speed Test
Ping 37ms
Download 40.26Mbps
Upload 5.82Mbps
Air Mobile – 2020-12-13 15:54:57
Server: ZA - Cape Town
Air Mobile

-----

Please can you find out why things are now so bad in my area, suddenly, and what can be done about restoring to the previously acceptable figures from a few weeks ago.

My router settings are on "Auto / Auto" for 4G / network selection, so are no different to the way they were before things started going downhill.

Hi,

I have responded to you via pm. I have logged a ticket with our LTE escalations team to assist with the matter. If there is any more info required they will let me know or get in touch with you directly before logging a support request with MTN.
 
@AfriNatic - didn't mention this earlier, as I forgot, but possibly in line with what I stated above, the signal strength bars used to sit at 5 / 5 most of the time, and very seldom went down to 4 / 5 (usually in bad weather).

Since the speeds & latency started getting bad, I've noticed the bars going down at times to 3 / 5 and 2 / 5, then back up to 4 / 5 and 5 / 5 ... so the strength bounces around quite a lot these days.
Once or twice it's lost signal strength altogether, but usually the worst is down to 2 / 5 for a short while, then back up again (currently sitting at 3 / 5 bars full, up to 4 / 5 then back down to 3 / 5).

Hope the above is of help, bearing in mind the position of the router hasn't moved since I got it from you at Afri., and for most of the time the strength was stable at 5 / 5 bars full.
 
@AfriNatic - didn't mention this earlier, as I forgot, but possibly in line with what I stated above, the signal strength bars used to sit at 5 / 5 most of the time, and very seldom went down to 4 / 5 (usually in bad weather).

Since the speeds & latency started getting bad, I've noticed the bars going down at times to 3 / 5 and 2 / 5, then back up to 4 / 5 and 5 / 5 ... so the strength bounces around quite a lot these days.
Once or twice it's lost signal strength altogether, but usually the worst is down to 2 / 5 for a short while, then back up again (currently sitting at 3 / 5 bars full, up to 4 / 5 then back down to 3 / 5).

Hope the above is of help, bearing in mind the position of the router hasn't moved since I got it from you at Afri., and for most of the time the strength was stable at 5 / 5 bars full.

Okay I have copied the signal stats in my escalation to our LTE team. They will keep that in mind
 
Hi,

I have responded to you via pm. I have logged a ticket with our LTE escalations team to assist with the matter. If there is any more info required they will let me know or get in touch with you directly before logging a support request with MTN.
@AfriNatic - so far, haven't heard a word from your Escalations dept., nor have you posted anything to do with this since Monday, so I take it they either haven't looked into it yet, or don't intend to ?

Here's a speedtest from a few minutes ago ; although ping is down somewhat (from earlier on this week), it's not like it was, and upload still between 5 - 6 Mbps, whereas before it used to be up into the late 30's & 40's, & lower pings.

Have pasted 2 speedtests from earlier on this year to prove what it was.

I'm aware, especially with LTE, there are no guarantees provided, but I'd like to understand why latency has gone up to the degree it has, and why upload speeds have dropped down so much. If your Escalations dept. doesn't have answers, can they get them from MTN.

Is it possible I'm accessing a shared tower, with say Telkom & Cell C, or maybe Rain's been added to it, so there's less bandwidth to go around ? I'm not even sure it that's how it works, but the tower I think I connect to has various big cabinets at the bottom of it, so I presume there's more than one operator functioning from there.

Perhaps you can give me more insight into that point alone ?



ISP: Air Mobile
Ping: 30ms
Download: 40.66Mbps
Upload: 5.54Mbps

2020-12-18 09:40:07


Two from the past :

Air Mobile
2020-08-22 at 16:26:43
Server: Cape Town

Ping - 22ms
Download - 48.59Mbps
Upload -41.73Mbps

Air Mobile
2020-08-23 at 04:39:12
Server: Cape Town

Ping 23ms
Download 62.04Mbps
Upload 47.56Mbps
 
@AfriNatic - so far, haven't heard a word from your Escalations dept., nor have you posted anything to do with this since Monday, so I take it they either haven't looked into it yet, or don't intend to ?

Here's a speedtest from a few minutes ago ; although ping is down somewhat (from earlier on this week), it's not like it was, and upload still between 5 - 6 Mbps, whereas before it used to be up into the late 30's & 40's, & lower pings.

Have pasted 2 speedtests from earlier on this year to prove what it was.

I'm aware, especially with LTE, there are no guarantees provided, but I'd like to understand why latency has gone up to the degree it has, and why upload speeds have dropped down so much. If your Escalations dept. doesn't have answers, can they get them from MTN.

Is it possible I'm accessing a shared tower, with say Telkom & Cell C, or maybe Rain's been added to it, so there's less bandwidth to go around ? I'm not even sure it that's how it works, but the tower I think I connect to has various big cabinets at the bottom of it, so I presume there's more than one operator functioning from there.

Perhaps you can give me more insight into that point alone ?



ISP: Air Mobile
Ping: 30ms
Download: 40.66Mbps
Upload: 5.54Mbps

2020-12-18 09:40:07


Two from the past :

Air Mobile
2020-08-22 at 16:26:43
Server: Cape Town

Ping - 22ms
Download - 48.59Mbps
Upload -41.73Mbps

Air Mobile
2020-08-23 at 04:39:12
Server: Cape Town

Ping 23ms
Download 62.04Mbps
Upload 47.56Mbps

Hi,

Apologies for not providing you with feedback.

A couple of things already happened since then.

They have sent me a coverage complaint form. I completed it on your behalf and we have an open coverage ticket for you. There hasn't been any feedback on that ticket from MTN yet unfortunately except for the response that they acknowledge the coverage complaint and will revert back with feedback.
 
Hi,

Apologies for not providing you with feedback.

A couple of things already happened since then.

They have sent me a coverage complaint form. I completed it on your behalf and we have an open coverage ticket for you. There hasn't been any feedback on that ticket from MTN yet unfortunately except for the response that they acknowledge the coverage complaint and will revert back with feedback.
Much appreciated ; if they at least acknowledge there's been deterioration recently, and might do something about it, then reporting it won't have been done in vain.
 
Much appreciated ; if they at least acknowledge there's been deterioration recently, and might do something about it, then reporting it won't have been done in vain.

They will respond to us and confirm if there is increased traffic on your specific tower and then we can take it from there.
 
They will respond to us and confirm if there is increased traffic on your specific tower and then we can take it from there.
While you wait for them to respond, the Afrihost / MTN connection is turning into utter garbage for me.
Two attempts at a WhatsApp call about an hour ago dropped both times, after less than a minute, each time.

It's unsurprising because of how variable the signal strengths have become, along with pings / up & down speeds.
Considering cancelling this service by the end of this month, which I'm sure you'll celebrate, because then one less person moaning at you.

Speedtests a short while ago :

https://speedtest.co.za/result/3180303

ISP: Air Mobile
Ping: 31ms
Download: 27.88Mbps
Upload: 5.96Mbps


THIS ONE IS JUST BRILLIANT :thumbsdown::

https://speedtest.co.za/result/3180327

ISP: Air Mobile
Ping: 52ms
Download: 1.01Mbps
Upload: 3.77Mbps


At least there's one other person in the country complaining recently about a similar issue, I see :

 
While you wait for them to respond, the Afrihost / MTN connection is turning into utter garbage for me.
Two attempts at a WhatsApp call about an hour ago dropped both times, after less than a minute, each time.

It's unsurprising because of how variable the signal strengths have become, along with pings / up & down speeds.
Considering cancelling this service by the end of this month, which I'm sure you'll celebrate, because then one less person moaning at you.

Speedtests a short while ago :

https://speedtest.co.za/result/3180303

ISP: Air Mobile
Ping: 31ms
Download: 27.88Mbps
Upload: 5.96Mbps


THIS ONE IS JUST BRILLIANT :thumbsdown::

https://speedtest.co.za/result/3180327

ISP: Air Mobile
Ping: 52ms
Download: 1.01Mbps
Upload: 3.77Mbps


At least there's one other person in the country complaining recently about a similar issue, I see :


Morning,

I see our LTE escalation team has sent you a mail this morning with the form that MTN requires you to complete.
 
Morning,

I see our LTE escalation team has sent you a mail this morning with the form that MTN requires you to complete.
I've now completed the 2 page form and submitted it, but there are a few things bothering me about how you've gone about this :

1. On this pg. - https://mybroadband.co.za/forum/threads/afrihost-mtn-fixed-lte-a-thread.1055765/page-62
- post #1,232 you state :

These issues are usually due to some tower backhaul failure and should not last very long. MTN is usually aware of the issue long before we manage to log a fault with them so if it's an extended outage or slow speeds we can always just log a fault with MTN.

If MTN are on top of things to the extent you state they are, then why haven't they realised in a month or so that there's some problem or other (whether down to ''tower backhaul failure", or not ?) ; I don't believe I could be the only one in this area who's been on about 45 down / 45 up with 4 to 5 bars signal strength for months, and then suddenly have regular signal drops day & night, along with higher latency & considerably slower speeds.

Perhaps I'm the only Afrihost / Air Mobile customer in the area, and they're prioritising data for strictly MTN contract & even prepaid customers ?

2. In post #'s 787 and 789 above, you wrote :

"They have sent me a coverage complaint form. I completed it on your behalf and we have an open coverage ticket for you.", and when I pressed for feedback, you replied :

"They will respond to us and confirm if there is increased traffic on your specific tower and then we can take it from there."

.... so, my questions on this are :

a. if you already submitted a "coverage complaint form" on my behalf, then why did I have to completed what I think is the same thing (though it's termed a "Network coverage query" from the link I was sent by e-mail ?

b. how come there hasn't been any feedback (from you, if not them at MTN) in the 10 days you claim to have filled out & sent my info. to them ?

Am I just wasting my time on this, because as stated above, all I've filled out is a "query" so they might not bother doing anything at all about it, whereas you (as ISP) have much more clout, I'd think, with MTN than I do, a mere customer of Afrihost's .... but if you can't or won't get anywhere with them, please tell me ....

That said, I'm willing to keep going for another month to see if things improve back to the way they were, especially seeing as I've now also submitted info. to them to review, but if you know any more at this stage, please advise so I can make informed decisions ASAP, and not be held to wishful thinking, with nothing going on behind the scenes.
 
I've now completed the 2 page form and submitted it, but there are a few things bothering me about how you've gone about this :

1. On this pg. - https://mybroadband.co.za/forum/threads/afrihost-mtn-fixed-lte-a-thread.1055765/page-62
- post #1,232 you state :

These issues are usually due to some tower backhaul failure and should not last very long. MTN is usually aware of the issue long before we manage to log a fault with them so if it's an extended outage or slow speeds we can always just log a fault with MTN.

If MTN are on top of things to the extent you state they are, then why haven't they realised in a month or so that there's some problem or other (whether down to ''tower backhaul failure", or not ?) ; I don't believe I could be the only one in this area who's been on about 45 down / 45 up with 4 to 5 bars signal strength for months, and then suddenly have regular signal drops day & night, along with higher latency & considerably slower speeds.

Perhaps I'm the only Afrihost / Air Mobile customer in the area, and they're prioritising data for strictly MTN contract & even prepaid customers ?

2. In post #'s 787 and 789 above, you wrote :

"They have sent me a coverage complaint form. I completed it on your behalf and we have an open coverage ticket for you.", and when I pressed for feedback, you replied :

"They will respond to us and confirm if there is increased traffic on your specific tower and then we can take it from there."

.... so, my questions on this are :

a. if you already submitted a "coverage complaint form" on my behalf, then why did I have to completed what I think is the same thing (though it's termed a "Network coverage query" from the link I was sent by e-mail ?

b. how come there hasn't been any feedback (from you, if not them at MTN) in the 10 days you claim to have filled out & sent my info. to them ?

Am I just wasting my time on this, because as stated above, all I've filled out is a "query" so they might not bother doing anything at all about it, whereas you (as ISP) have much more clout, I'd think, with MTN than I do, a mere customer of Afrihost's .... but if you can't or won't get anywhere with them, please tell me ....

That said, I'm willing to keep going for another month to see if things improve back to the way they were, especially seeing as I've now also submitted info. to them to review, but if you know any more at this stage, please advise so I can make informed decisions ASAP, and not be held to wishful thinking, with nothing going on behind the scenes.

Hi,

Yes if the tower has an alarm MTN will dispatch someone to attend to the tower to repair. If it's major then a repair could take longer than usual. If a tower is severely MTN might consider not to repair the tower at all. That is not something we have control over at all.

The form that I completed on your behalf and the response from MTN I can forward to you if you would like. The response from MTN was that you have to fill in the coverage complain form that was linked to you.

We have an LTE escalations team that only works with MTN Fixed LTE and Telkom LTE. They know who to speak to where at the networks to get the information required. If the network is not able to provide the service levels then the LTE escalations team will advise you on that and then you are able to make a decision to cancel or maybe switch to a different provider and package that we offer.

As an ISP we are not able to make decisions on how and when a network rolls out resources and how they manage their network. They hand over the traffic to us at Teraco and we do the rest from there and in the case of Telkom they even control the whole network.

Have you responded to the LTE teams ticket with the details and that you have completed the coverage query form they linked you to?
 
@AfriNatic - thanks for the detailed reply.

On this point :
"The form that I completed on your behalf and the response from MTN I can forward to you if you would like. The response from MTN was that you have to fill in the coverage complain form .. "

... no need to send it as I trust you as to what MTN replied.

On this :
and in the case of Telkom they even control the whole network.

... I've felt that Telkom would be the better option, not only for the reason you gave, but because connecting to them isn't (currently) restricted to only 1 tower, as in MTN's case.
I bought some Telkom prepaid data over the weekend to test, and though I didn't get to the 100+ Mbps (on B40, 2300 Mhz ?) I had in the past, I managed to reach up to 50 Mbps odd, and more importantly, latency of 27ms.

On this :
"Have you responded to the LTE teams ticket with the details and that you have completed the coverage query form they linked you to?"

... if I understand you correctly, I haven't yet sent them the details from the query form I submitted, as the rep. from your Escalations dept. didn't ask me in his mail, to do so.
However, I'll PM the ref. # I received in MTN's e-mail reply, along with the MTN cell # I'm sure is the one I'm using ; I couldn't determine it anywhere (via USSD codes, as they all failed) ; eventually logged in & finally noticed it in the one red band at the top (the one you as a customer can change the details of).

Thereafter, I'll forward the MTN mail back to the Afrihost rep that sent me the link (though I used a different e-mail address for MTN's purposes).

Hopefully you at Afri. will then have all / more that's needed to get this resolved, as I'd like as far as possible to stay on this package, if the connection can get back to working the way it was before.
 
Thanks for getting in touch.

I have reached out to the LTE Esc team and also sent a follow up mail to MTN with the Reference that you sent me in a PM. If they provide me with feedback I will revert back to you with the feedback provided.

If you are considering Telkom LTE I would recommend using a LTE-Advanced capable router like a Huawei B525 or a Huawei B618s-65d because these routers works really well on the Telkom network and aggregates the correct bands for the best speed.

Depending on the coverage the speeds should be really good.
 
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Thanks again ; hopefully this can result in "my" tower being included in their planned tower upgrades etc. for 2021.

When I signed up for LTE with Afri., it was the B525 router combo so have used Telkom with it then, as well as my other B525 I bought at Telkom in 2018 - with that I mainly used to use the 500GB, then 450GB deal.

Therefore, I know Telkom's capabilities well with that router model ; the most I've ever got in a speedtest was about 167 Mbps down, but fairly regularly managed over 100. Most of the time was in the 50 - 70 range, though on 2300 spectrum.
 
Thanks again ; hopefully this can result in "my" tower being included in their planned tower upgrades etc. for 2021.

When I signed up for LTE with Afri., it was the B525 router combo so have used Telkom with it then, as well as my other B525 I bought at Telkom in 2018 - with that I mainly used to use the 500GB, then 450GB deal.

Therefore, I know Telkom's capabilities well with that router model ; the most I've ever got in a speedtest was about 167 Mbps down, but fairly regularly managed over 100. Most of the time was in the 50 - 70 range, though on 2300 spectrum.

Telkom has rolled out additional spectrum a while ago that they got from the spectrum relief so their network has improved quite a lot.
 
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Back to MTN, don't know whether a coincidence or not, on a positive front, since sending back the query form I've noticed from yesterday evening onwards, a full 5 bars on now at all times .. except for once when it went down to 4.

Don't know if they can control signal strengths at the tower remotely, but it's a welcome sign.

Some recent speedtests to follow ; they're still down compared to the past, but stability in the signal is more important, along with lower pings far as I'm concerned (those are still up on what they were before).

No need to necessarily comment on any of these posts - just documenting my findings.
 
From the following recent MTN (Afrihost / Air Mobile) speedtests, pings still relatively high (+/- 7 to 15ms higher than they used to be), and up / download speeds anywhere between 2 to 8 times lower than they were about a month or so ago.

What I find most strange, is that up to & around 4am d/load speeds are slowest (the last 2 nights) when you'd think there's less congestion ; almost seems as if MTN are throttling the network (or is it Afrihost ?), much like Telkom now apparently do if you buy & use a night surfer 100GB @ R149 (from what I've seen on the forum).

Monday 28th Dec 2020 @ 4 am :

https://speedtest.co.za/result/3195474
ISP: Air Mobile
Ping: 36ms
Download: 6.63Mbps
Upload: 5.36Mbps


Monday 28th Dec 2020 @ 13h49 :

https://speedtest.co.za/result/3197573
ISP: Air Mobile
Ping: 30ms
Download: 30.47Mbps
Upload: 5.79Mbps

Tues 29th Dec 2020 @ approx 3h45 am :

https://speedtest.co.za/result/3200625
ISP: Air Mobile
Ping: 35ms
Download: 12.04Mbps
Upload: 5.33Mbps


Tues 29th Dec 2020 @ approx 4 am :

https://speedtest.co.za/result/3200628
ISP: Air Mobile
Ping: 36ms
Download: 16.75Mbps
Upload: 5.74Mbps


Ping: 33ms
Download: 18.86Mbps
Upload: 5.76Mbps
 
Signal stability was relatively short-lived ; been bouncing around quite a bit in the last hour, mainly between a full 5 bars down to 3.

Seems a bit more stable in the last 5 - 10 minutes, but don't think the improved stability overnight was brought about by anything they did yet, at the tower.
 
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