Afrihost New Network Feedback - Part 2

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AfriGuy said:
Possibly inherited from the exchange.
A ping to that hop will need to done to confirm any issues there.

As an example, here's an output I just ran. Shows packet loss, but when doing a ping directly to that hop it shows there is none.

Code: 
sudo mtr --report  -n google.co.za
HOST:                                 Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 192.168.1.2                0.0%    10    0.4   0.3   0.2   0.4   0.0
  2.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0
  3.|-- 169.1.5.105               20.0%    10   19.0  18.9  17.9  19.4   0.5
  4.|-- 169.1.5.106                0.0%    10   18.1  19.1  18.1  20.4   0.7
  5.|-- 169.1.5.128                0.0%    10   19.1  20.3  18.5  28.4   2.9
  6.|-- 41.164.52.40               0.0%    10   18.7  19.4  18.2  22.1   1.1
  7.|-- 172.18.1.162               0.0%    10   39.4  43.0  39.4  67.9   8.8
  8.|-- 72.14.194.206              0.0%    10   41.1  41.6  40.2  47.6   2.1
  9.|-- 72.14.237.239              0.0%    10   40.1  40.5  39.9  41.3   0.5
 10.|-- 216.58.223.3               0.0%    10   40.5  40.5  39.6  41.2   0.5

ping -c 10 169.1.5.105
PING 169.1.5.105 (169.1.5.105): 56 data bytes
64 bytes from 169.1.5.105: icmp_seq=0 ttl=58 time=19.641 ms
64 bytes from 169.1.5.105: icmp_seq=1 ttl=58 time=18.763 ms
64 bytes from 169.1.5.105: icmp_seq=2 ttl=58 time=19.164 ms
64 bytes from 169.1.5.105: icmp_seq=3 ttl=58 time=18.271 ms
64 bytes from 169.1.5.105: icmp_seq=4 ttl=58 time=18.974 ms
64 bytes from 169.1.5.105: icmp_seq=5 ttl=58 time=18.413 ms
64 bytes from 169.1.5.105: icmp_seq=6 ttl=58 time=18.827 ms
64 bytes from 169.1.5.105: icmp_seq=7 ttl=58 time=18.337 ms
64 bytes from 169.1.5.105: icmp_seq=8 ttl=58 time=18.405 ms
64 bytes from 169.1.5.105: icmp_seq=9 ttl=58 time=18.504 ms

--- 169.1.5.105 ping statistics ---
10 packets transmitted, 10 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 18.271/18.730/19.641/0.414 ms
Click to expand...

If it was at the exchange, you would see packet loss all the way through the hops, but anyway, you said there's nothing wrong.
 
wingnut771 said:
If it was at the exchange, you would see packet loss all the way through the hops, but anyway, you said there's nothing wrong.
Click to expand...

i think the results above paint a better picture :)
We'll need to see a ping to that hop to see if there's something really wrong.
 
AfriGuy said:
Not sounding good :(
Did you manage to grab any tests?
Click to expand...

No, never got any feedback in the past when doing tests, so decided against it. Only had a short window for playing time, so logged with and Old Mweb backup account and played on that with normal speeds
 
HP_Exarkun said:
No, never got any feedback in the past when doing tests, so decided against it. Only had a short window for playing time, so logged with and Old Mweb backup account and played on that with normal speeds
Click to expand...

Always happy to run over some test results here :)
 
AfriGuy said:
Thanks for confirming.
If you see issues again this evening would you be able to test with a 1GB free Capped account to see if the experience is the same?
Click to expand...

I will try that.

I just need to add the email support really needs to skill up and read. I've got two tickets open and getting so may different replies. It's as if they don't read my responses or the ticket trail.

I send this info on both tickets to make sure everybody has up to date info
Code: 
I generally get good throughput and speed tests during the times that I have these problems. 
It’s only certain services that are slow. Specifically in this case Google Play Store updates.
When I switch over to a Telkom internet account the Google Play Store updates run at full speed. 
The moment I switch back to my Afrihost account it’s slow again.

Tonight I’m having the same issue, although it’s much better than the other night when I 
got pretty much no throughput.
Android updates running at 200-400Kbps on Afrihost. Switching to Telkom runs at 7.4Mbps. 
Switching back to Afrihost it comes down to 200-400Kbps again.

I also gave them a couple of trace routes and a ping to bras.

Then I get back the following
Code: 
In this case it appears that our network is under strain, and therefore any non-real time services 
may have semi-shaping policies applied. Even though business uncapped accounts have the highest 
priority on our network, it will still be prejudiced when the network is under such a strain.
This one actually makes the most sense

Code: 
Please note that further testing of your connection suggests that integrity testing is 
being conducted at your local internet exchange. This may well be impacting your connection negatively. 
AS such I have taken the liberty of escalating the matter to the supervisor of the exchange to address further.
We expect you will have your expected speed of up to 10 Mbps very soon.

Then I get this one guy suggesting I: Disconnect all equipment, disable wireless, test with only a PC connected on LAN, check filters etc. Suggesting that weather might be at fault, a Virus or frequency emitting devices. This is all very useful info, but not really if he bothered to read the ticket trail. I don't have intermittent connection issues. I'm connected, but certain services are not working just on the Afrihost account certain time of the day. Telkom is fine.

And then lastly I get this one
Code: 
I tested your account this morning and found that it is syncing at 10.2mbps and there is 
currently no shaping being applied to your data account.
Please test the account and if the problem persists I will escalate the matter to the development team 
to investigate the matter further.
Again quite nice of him to check, but he did not read the ticket trail about when and what happens.

This all in a space of one hour this morning.
It's really hard not to get frustrated with this kind of support.
 
standerr said:
I will try that.

I just need to add the email support really needs to skill up and read. I've got two tickets open and getting so may different replies. It's as if they don't read my responses or the ticket trail.

-snip.
Click to expand...

Sometimes duplicate tickets can confuse things.
Drop me a PM with the ticket IDs and I'll have them escalated for you.
 
AfriGuy said:
Still fairly stable results.
Looks like your line's being pushed through ASSIA which involves a slightly higher sync rate which may be why your SNR results are changing.

Drop me a PM with your line number and I'll see if I can spot anything.
Click to expand...

I'm on a country trip will do it tomorrow for you bud. Yea stable but it likes dropping from time to time. Just worried it goes right down and I loose connectivity all together. ASSIA? Do I get free cake?
 
HartsockZA said:
I'm on a country trip will do it tomorrow for you bud. Yea stable but it likes dropping from time to time. Just worried it goes right down and I loose connectivity all together. ASSIA? Do I get free cake?
Click to expand...

ASSIA is there to stabilise the line, shouldn't go down.
Shoot me a PM when you're back exploring the country ;)
 
AfriGuy said:
Still fairly stable results.
Looks like your line's being pushed through ASSIA which involves a slightly higher sync rate which may be why your SNR results are changing.

Drop me a PM with your line number and I'll see if I can spot anything.
Click to expand...

Would you mind checking my line as well?
 
HartsockZA said:
My rate was the same as displayed last week Monday. Funny though the rate keeps getting higher by itself.
Click to expand...

That's the ASSIA working. My 10mb line went up to 12mb, and I think 4mb goes up to 5mb if your stats are healthy. Don't expect anymore that 5mb.

Cheers.
 
AfriGuy said:
Can't see much wrong there.
What was the experience like?
Click to expand...

It was inconsistent and it happens constantly.
Tests are asked for constantly with almost no good result coming off them

The test I linked was only one I decided to do before I got pissed

Weekend after weekend we are greeted with the same message
"Sorry to hear.
Did you manage to grab any tests?"
 
NewBiks said:
It was inconsistent and it happens constantly.
Tests are asked for constantly with almost no good result coming off them

The test I linked was only one I decided to do before I got pissed

Weekend after weekend we are greeted with the same message
"Sorry to hear.
Did you manage to grab any tests?"
Click to expand...

I'm afraid we need test data to pinpoint an issue and fix accordingly.
 
AfriGuy said:
I'm afraid we need test data to pinpoint an issue and fix accordingly.
Click to expand...

I completely agree that the tests are needed, but like I said nothing good seems to come off this.
I say this as tests are needed week after week, to me if an issue is fixed it shouldn't be arising so often.

Having to test and diagnose issues was not something I signed up for.
 
NewBiks said:
I completely agree that the tests are needed, but like I said nothing good seems to come off this.
I say this as tests are needed week after week, to me if an issue is fixed it shouldn't be arising so often.

Having to test and diagnose issues was not something I signed up for.
Click to expand...

Sorry to hear you feel that way.
I really can't do a lot with one traceroute though. If there was a general trend that we were investigating I'd say so, but that isn't the case.
 
NewBiks said:
I completely agree that the tests are needed, but like I said nothing good seems to come off this.
I say this as tests are needed week after week, to me if an issue is fixed it shouldn't be arising so often.

Having to test and diagnose issues was not something I signed up for.
Click to expand...

Hey there, seeing none of the reps are asking you this but can you please do this test from the command prompt (start, run, cmd):

ping -n 100 bras.afrihost.co.za (I think thats right) and post the results (right click, choose mark, highlight area, hit enter, paste into message).
 
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