Afrihost New Network Feedback - Part 3

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Johnatan56 said:
Cool, so I'll pay half price for 6 days it seems. /shrug. There is no definite difference to the end-user, both are your fault, the line speed taking so long to be bumped up is due to your negligence.
And Telkom (acutally OpenServe) giving you issues has nothing to do with me, I pay for you to deal with it, while I seem to be having to hound after you guys as nothing is done.
And no, no reply since yesterday at 9am whereby Donovan said he'd submit a request for the speed bump.
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Can I offer a suggestion?
Its not the correct way but I had the same problem /experience. Its quicker doing it yourself. Yes! Phone telkom yourself.
If you look back in one of the postg mentioned it ones of the few reasons why I had a spat with the Facebook team and why I'm blocked.
Just phone it yourself. Even message them on telkom Facebook seems to work too. Thats how I do all my port resets.
 
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savage said:
We've been telling you about this for MONTHS already - as far back as October if memory serves me right. AFRIHOST is the one that choose to IGNORE us - because we users, we know nothing! AH is always right...
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I was referring specifically to a DSL Line sync profile change...
 
savage said:
Oh, before 18:00 and after 23:00 odd, everything is PERFECT. Just like it's been for the last what, 5 months odd?
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I still need to know which services are problematic for you, I can't assume that your issue is related to the previously reported problems.
 
AfriGenie said:
I still need to know which services are problematic for you, I can't assume that your issue is related to the previously reported problems.
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It is related to the previous problems. I've been complaining and providing THOUSANDS of traceroutes for months already now. YOU just chose to ignore it.
 
AfriGenie said:
Saying it's negligence is definitely not fair. If we could process these queries as fast we wanted we most definitely would, the bottleneck remains Telkom. And I understand that you pay Afrihost for your DSL Line, and that your DSL line is our responsibility, but we still need to handle all of our queries through Telkom. We have no way of directly adjusting your DSL Line sync.
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Did it or did it not take until the third day to get a reply that a request for a sync change would be lodged?
Did it or did it not take another two days until I got a reply that it was actually being attended to?
Did I or did I not have to keep asking for an update, which I eventually got through you? As an aside > Still no update on that ticket.

squish0601 said:
Can I offer a suggestion?
Its not the correct way but I had the same problem /experience. Its quicker doing it yourself. Yes! Phone telkom yourself.
If you look back in one of the postg mentioned it ones of the few reasons why I had a spat with the Facebook team and why I'm blocked.
Just phone it yourself. Even message them on telkom Facebook seems to work too. Thats how I do all my port resets.
Click to expand...
Port reset doesn't do anything as it's the profile itself that has to be updated.
 
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Johnatan56 said:
Did it or did it not take until the third day to get a reply that a request for a sync change would be lodged?
Did it or did it not take another two days until I got a reply that it was actually being attended to?
Did I or did I not have to keep asking for an update, which I eventually got through you? As an aside > Still no update on that ticket.


Port reset doesn't do anything as it's the profile itself that has to be updated.
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Your misunderstanding me. Message telkom to correct sync rate.
I mentioned port reset to prove my point that is quicker to get telkom compared to AH
 
AfriGenie said:
Saying it's negligence is definitely not fair. If we could process these queries as fast we wanted we most definitely would, the bottleneck remains Telkom. And I understand that you pay Afrihost for your DSL Line, and that your DSL line is our responsibility, but we still need to handle all of our queries through Telkom. We have no way of directly adjusting your DSL Line sync.
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You guys are obviously dealing with the wrong person at Telkom if there's such a major delay. Anyone can log onto their live chat and get helped within minutes to change sync speed during office hours.
 
squish0601 said:
Your misunderstanding me. Message telkom to correct sync rate.
I mentioned port reset to prove my point that is quicker to get telkom compared to AH
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Should start using a strike method then, for every time I message Telkom to get something sorted, Afrihost loses 10% of the fee.
 
@Johantan56, one of the reasons I refuse to let ISPs handle the line. I kept my line with Telkom and keeping it that way. I prefer speaking with Telkom myself and having the job done.
 
moedawood said:
@Johantan56, one of the reasons I refuse to let ISPs handle the line. I kept my line with Telkom and keeping it that way. I prefer swearing Telkom myself and having the job done.
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Bundling your line ultimately saves you money. You can still phone Telkom directly and do the swearing. I've mostly dealt with line issues directly through Telkom, just to cut out the middleman. Telkom has actually been quite good for me personally in getting issues sorted out. Once you get by the first line of support that is.
 
You can still let any ISP handle your line and deal directly with Telkom. You pay the landline so you are still the account holder at the end of the day.
 
savage said:
The little bit it saves you, is hardly worth the hassles. Just my 2c.
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Well , technically Anyone is suppose to be more efficient than telkom.
Remember... Hold on line forever... No answer
 
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Tonight is again the normal crap.
Just for fun to keep me from pulling out the last few hairs I did a comparison using the Chrome developer tools on Afrihost vs Telkom while loading news24.

First Afrihost Traceroute
Code: 
Tracing route to www.news24.com [41.86.110.200]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  10.1.0.254 
  2    24 ms     9 ms    18 ms  10.100.0.1 
  3     *        *        *     Request timed out.
  4   125 ms   130 ms   149 ms  cpt-rx2.ip.adsl.co.za [169.1.5.82] 
  5    55 ms    49 ms    47 ms  cpt-net1.ip.adsl.co.za [169.1.5.128] 
  6    50 ms    47 ms    49 ms  optinet.ixp.capetown [196.10.140.15] 
  7   154 ms   146 ms   152 ms  te0-7-0-3.cpt-p-2.optinet.net [197.84.7.2] 
  8    19 ms    19 ms    19 ms  vl12.cpt-hscore-2.optinet.net [197.84.5.254] 
  9    35 ms    32 ms    32 ms  vp-02-14.bb.ctn.c27.za.net [196.28.178.70] 
 10   130 ms   123 ms   130 ms  gig5-2-cpt-opt-65-1.optinet.net [196.41.133.166] 
 11   170 ms   169 ms   169 ms  OPTI-CPT-N1-Hosting.optinet.net [197.84.196.6] 
 12   152 ms   145 ms   122 ms  197-84-208-146.cpt.mweb.co.za [197.84.208.146] 
 13   164 ms   159 ms   145 ms  41-86-110-200.mweb.co.za [41.86.110.200] 

Trace complete.

Very impressive

Now Telkom Traceroute
Code: 
Tracing route to www.news24.com [41.86.110.200]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  10.1.0.254 
  2    <1 ms    <1 ms    <1 ms  10.100.0.1 
  3     *        *        *     Request timed out.
  4    19 ms    18 ms    19 ms  105-187-252-54.ti-sen.telkomsa.net [105.187.252.54] 
  5    19 ms    18 ms    18 ms  ipc-aggr-1.south.dsl.telkomsa.net [105.226.0.13] 
  6    19 ms    18 ms    19 ms  blv-pr-02-be200-vl1.net.telkomsa.net [105.226.0.54] 
  7    19 ms    18 ms    18 ms  ct1-pr-01-te0-0-0.net.telkomsa.net [105.187.249.138] 
  8    19 ms    19 ms    22 ms  optinet.ixp.capetown [196.10.140.145] 
  9    22 ms    22 ms    19 ms  bu-ether1.cpt-p-1.optinet.net [197.84.7.33] 
 10    18 ms    19 ms    19 ms  vl12.cpt-hscore-2.optinet.net [197.84.5.254] 
 11    20 ms    20 ms    19 ms  vp-02-14.bb.ctn.c27.za.net [196.28.178.70] 
 12    19 ms    20 ms    19 ms  gig5-2-cpt-opt-65-1.optinet.net [196.41.133.166] 
 13    20 ms    20 ms    20 ms  OPTI-CPT-N1-Hosting.optinet.net [197.84.196.6] 
 14    52 ms    19 ms    19 ms  197-84-208-146.cpt.mweb.co.za [197.84.208.146] 
 15    20 ms    20 ms    19 ms  41-86-110-200.mweb.co.za [41.86.110.200] 

Trace complete.

Both was run using Hard reload and Empty Cache
Afrihost: Total Load of 25.9s
Telkom: Total Load of 7.01s

Staggering. Taking 18 seconds longer on Afrihost, and this is with an Unshaped account. Pity the poor people on Shaped accounts.
 
Davedes said:
You guys are obviously dealing with the wrong person at Telkom if there's such a major delay. Anyone can log onto their live chat and get helped within minutes to change sync speed during office hours.
Click to expand...

We used to have this functionality but it was removed from our Wholesale ISP toolset. Telkom have promised to provide it again, but it was mostly due to the system being overhauled for ASSIA.

If call centre agents have this functionality again (which they didn't for a long time), I'm hopeful that it means we'll be able to do this quickly for our clients again :)
 
Davedes said:
You can still let any ISP handle your line and deal directly with Telkom. You pay the landline so you are still the account holder at the end of the day.
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Technically speaking, Telkom is not supposed to do anything to do with the ADSL line, that is meant to come through the ISP that manages your line. But it usually depends on the person you speak to.

Just remember that Telkom's system works in a way that we can't see any faults or orders on the line that are not logged by us. So it's impossible to follow up on a fault that we haven't logged.
 
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