Afrihost New Network Feedback - Part 2

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So after phoning telkom myself, 30mins later my line is fixed (thanks for managing my line afrihost?), thanks for the great support guys....this could have been solved last week already but clearly the communication between afrihost and telkom is very limited and communication from your support on clientzone to your clients is pathetic at best, its not a matter of hours to get a response it's a matter of days, your system is broken, messages and issues don't get moved from one person to another. Support staff deal with your issue one day and the next they aren't available, then you wait another 2 or 3 days for a response, and no I am not talking about you guys here on MyBB, at least you were somewhat helpful. I am very much tempted to shop around for a new ISP.
 
Icemanbrfc said:
basically my issue :(
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I just had some feedback from Telkomza and it seems the ticket that had been opened earlier in the year (might even be last year) for congestion on my DSLAM is still open and unresolved. 91% of the 155mb backhaul is being used. so they are doing an ME cut over? Not sure what is means, but from what I understand it is an increase in the backhaul capacity.

Afri* - do you guys know whether that means I might be able to go on a 10mbps profile?
 
dj2381 said:
So after phoning telkom myself, 30mins later my line is fixed (thanks for managing my line afrihost?), thanks for the great support guys....this could have been solved last week already but clearly the communication between afrihost and telkom is very limited and communication from your support on clientzone to your clients is pathetic at best, its not a matter of hours to get a response it's a matter of days, your system is broken, messages and issues don't get moved from one person to another. Support staff deal with your issue one day and the next they aren't available, then you wait another 2 or 3 days for a response, and no I am not talking about you guys here on MyBB, at least you were somewhat helpful. I am very much tempted to shop around for a new ISP.
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Glad to hear things are resolved, but interested in what was done to fix things up?
Was a fault logged from our end?
 
AfriGuy said:
Glad to hear things are resolved, but interested in what was done to fix things up?
Was a fault logged from our end?
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You guys logged a fault last week, funny enough the woman at Telkom I was talking to told me they are waiting for some sort of line theft prevention kit/issue to be sorted/authorized and that lines have been stolen in my area :wtf: I am pretty sure they haven't, I couldn't understand what she was talking about, I had to tell her about 4 times that I can see my line and it is synched and its been almost a week since the fault has been lodged and nothing has been done, eventually she said she would get hold of a technician to look into it and will give him my number, 30mins later its working. While I am pretty p'd about this situation, I won't keep pointing fingers, Telkom and Afrihost are in my bad books equally incompetent in this situation, you guys need to sort out your communication between you and telkom as well as your clients, it's a nightmare! Your clientzone support does not work, this is also not the 1st time I've had issues with your support, waiting days for a response is not gonna cut it. The best support is from the Afripeeps on MyBB, that shouldn't be the case.
 
dj2381 said:
You guys logged a fault last week, funny enough the woman at Telkom I was talking to told me they are waiting for some sort of line theft prevention kit/issue to be sorted/authorized and that lines have been stolen in my area :wtf: I am pretty sure they haven't, I couldn't understand what she was talking about, I had to tell her about 4 times that I can see my line and it is synched and its been almost a week since the fault has been lodged and nothing has been done, eventually she said she would get hold of a technician to look into it and will give him my number, 30mins later its working. While I am pretty p'd about this situation, I won't keep pointing fingers, Telkom and Afrihost are in my bad books equally incompetent in this situation, you guys need to sort out your communication between you and telkom as well as your clients, it's a nightmare! Your clientzone support does not work, this is also not the 1st time I've had issues with your support, waiting days for a response is not gonna cut it. The best support is from the Afripeeps on MyBB, that shouldn't be the case.
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:(

There are definitely lines of communication that can be improved, and our Team are working hard to address this. Dealing with Telkom can interesting to say the least, we're also looking at a few ways to smooth over the gap that can occur at times when dealing with Telkom.
 
Hey Afriguy, how long after upgrading the data package will it be active? also it is using my afrihost.co.za username and not afrigreen, there was no option to upgrade the afrigreen username.
 
dj2381 said:
Hey Afriguy, how long after upgrading the data package will it be active? also it is using my afrihost.co.za username and not afrigreen, there was no option to upgrade the afrigreen username.
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From which product did you upgrade? Which new product did you upgrade to?
 
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Slaught3r said:
I just had some feedback from Telkomza and it seems the ticket that had been opened earlier in the year (might even be last year) for congestion on my DSLAM is still open and unresolved. 91% of the 155mb backhaul is being used. so they are doing an ME cut over? Not sure what is means, but from what I understand it is an increase in the backhaul capacity.

Afri* - do you guys know whether that means I might be able to go on a 10mbps profile?
Click to expand...

Currently your dslam is served by a ATM Uplink. So basically linked to a another exchange. That link capacity is max 155Mbps so if Telkom sells more than say 44 x 4Mbps lines and all those lines max their connections then the Uplink becomes congested. The IMAX or DSLAM itself can handle much more connections and higher speeds but if it's linked up with ATM Uplink the bandwidth is limited.

I was connected to a IMAX which can handle 20Mbps adsl2+ easy but it was connected with ATM Uplink and as the suburb grew it became severely congested like 800ms on the dslam/imax hop. They changed over to Metro Ethernet which is a higher capacity link. Instantly 20Mbps adsl2+ was available for my line and congestion was gone.

It took like 7 months after being congested for the to upgrade it but it finally got upgraded. So once your dslam/imax or whatever you are connecting to get's switched over to Metro Ethernet you would have no congestion anymore and you would be able to get 10Mbps and possible 20Mbps depending on the dslam/imax but would be very likely and also depending on your line quality and distance.
 
cavedog said:
Currently your dslam is served by a ATM Uplink. So basically linked to a another exchange. That link capacity is max 155Mbps so if Telkom sells more than say 44 x 4Mbps lines and all those lines max their connections then the Uplink becomes congested. The IMAX or DSLAM itself can handle much more connections and higher speeds but if it's linked up with ATM Uplink the bandwidth is limited.

I was connected to a IMAX which can handle 20Mbps adsl2+ easy but it was connected with ATM Uplink and as the suburb grew it became severely congested like 800ms on the dslam/imax hop. They changed over to Metro Ethernet which is a higher capacity link. Instantly 20Mbps adsl2+ was available for my line and congestion was gone.

It took like 7 months after being congested for the to upgrade it but it finally got upgraded. So once your dslam/imax or whatever you are connecting to get's switched over to Metro Ethernet you would have no congestion anymore and you would be able to get 10Mbps and possible 20Mbps depending on the dslam/imax but would be very likely and also depending on your line quality and distance.
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Why can't Telkom explain issues like that to me, the way you just did? :confused:
 
AfriGenie said:
Why can't Telkom explain issues like that to me, the way you just did? :confused:
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Don't know but the Telkom Rep here on Mybb is very knowledgeable about these things. He has been super helpful.

That and wikipedia to research how the ATM uplink works compared to metro ethernet and it was pretty obvious why the congestion was so bad.

So I bet if there is exchange congestion for anyone the dslam is most likely still served with a ATM uplink and probably will get upgraded soon. I mean if the dslam is served by ATM Uplink max sync speed on those dlsams and imax is 4Mbps so it would take 44 x 4Mbps connections or more to congest it so yeah I do think once it does get congested Telkom will upgrade.
 
I went through the exact same thing.
Our IMAX had a 8mbps ATM link and we had 100 active DSL ports in the area.
So the Internet was useless to say the least. After 1 year of fighting Telkom tooth and nail, even getting ICASA involved. All 100 of us had logged faults. We finally got a 1gbps ME link to the IMAX, my next fight is VDSL which is proving rather difficult.
cavedog said:
Currently your dslam is served by a ATM Uplink. So basically linked to a another exchange. That link capacity is max 155Mbps so if Telkom sells more than say 44 x 4Mbps lines and all those lines max their connections then the Uplink becomes congested. The IMAX or DSLAM itself can handle much more connections and higher speeds but if it's linked up with ATM Uplink the bandwidth is limited.

I was connected to a IMAX which can handle 20Mbps adsl2+ easy but it was connected with ATM Uplink and as the suburb grew it became severely congested like 800ms on the dslam/imax hop. They changed over to Metro Ethernet which is a higher capacity link. Instantly 20Mbps adsl2+ was available for my line and congestion was gone.

It took like 7 months after being congested for the to upgrade it but it finally got upgraded. So once your dslam/imax or whatever you are connecting to get's switched over to Metro Ethernet you would have no congestion anymore and you would be able to get 10Mbps and possible 20Mbps depending on the dslam/imax but would be very likely and also depending on your line quality and distance.
Click to expand...
 
AfriGuy said:
Almost definitely confirms congestion if that's the case :( The more people connect up after work the busier things get.
Is the experience the same when testing with another ISP?
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Hey

Ok I tested with two other ISPs and get the same traceroute results :cry:

Is my router settings ok? It has been the same since forever and everything was working fine before

Router.jpg

Router 2.jpg
 
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