Afrihost New Network Feedback

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DJ... said:
Put together a line transfer info pack and made it mostly ISP neutral for everyone else to use:

TELKOM LINE TRANSFERS

OK, let's clarify line transfers a bit.

Downtime:

There is no expected downtime if your ISP does its job right. So far Telkom ISP are the only ISP to have had delays and made the process more complicated than it needs to be, as they have implemented a paper-based cancellation form, and these just take them forever to process. It's not difficult necessarily. It just takes longer to get done, but once in their queue, it should release into the holding pool, um, soon. I'm not sure they have a set date and time as it appears very random at the moment. The line will only go down if it remains in the holding pool for more than 2 weeks. If your line remains in the holding pool for 4 weeks, it will be cancelled*. Your line may sync at 2Mbps while in the holding pool - this is normal. If it is grabbed quickly by the new ISP (<1 day) this shouldn't happen. Your ISP should resync it back up, but I cannot talk for other ISPs and their processes.

ISP to ISP transfer is dirt simple and fast, except at the moment when Telkom Internet have been involved. It is rather slow with them. It can take up to a week in our experience just for them to load the paperwork correctly. Um, TI, it's 1 damn paper form - get off your arses and speed it up, and get that form digitised.

*We've so far have 2 customers whose line went, well, missing. Literally - but it's 2 out of thousands, so the risk is far less than it was before. Both lines were recovered and no lines were cancelled.

Notications

You should receive a notification from your ISP on the day that the line is successfully moved into the holding pool by your previous ISP.
What you do from here is dependent on how your ISP processes on their end, but at Crystal Web we have a button that you click to manually inform us that the line is in the holding pool (this allows for early migrations which happen)
Your ISP then processes the move from holding pool into the ISP wholesaler's billing, andf resync takes place from 2Mbps where applicable back to normal provisioning speed or speed the line was migrated at (i.e you can upgrade on actual order with Crystal Web)

Moving back to the holding pool is required in order to switch ISPs - it is recommended to move your line to your data provider. More on that later*
Follow your ISP's instructions to cancel your line services with them and ensure that it is submitted with sufficient days to spare for cancellation notices. Crystal Web and Afrihost offer same-month cancellations, while other ISPs differ between 30 days from notice date (VOX), or calendar month's notice (Webafrica).
Once in the holding pool, follow the normal process for a migrate as in para 1 above


Should I leave my line with Telkom vs my ISP?

No. You should certainly move your line management and control to your ISP to allow for better insight, support, and flexibility from a single provider.
Telkom has split its divisions and businesses into their own units and legl entities. Telkom Retail ISP now acts as the sole Telkom ISP over Openserve but is completely separate (Previously Telkom Wholesale). Telkom Retail ISP is absolutely no different to all other ISPs when it comes to managing lines, with all faults, orders, regrades, provisioning and escalations happening on Openserve no matter who the ISP is.
This means that Telkom Retail ISP offers no benefit over other ISPs in the line management space like it did before, and all ISPs including Telkom ISP, operate with Openserve for processing, purchasing, changes and cancellations
Your ISP may be able to offer you a discount on your bundled line and data account. Please talk to your ISP to discuss pricing options or visit your ISP's website to look for bundles. Please note that at Crystal Web we allow you to add a line to any data package order, and therefore we allow for all bundling options in any configuration, at a flat monthly rental fee, paid by your ISP to Openserve.
Telkom lines are available in the following best effort download speed settings: 1Mbps, 2Mbps, 4Mbps, 8Mbps, 10Mbps, 20Mbs(ADSL2+/VDSL), 40Mbps (VDSL Only), 100Mbps (Fibre FTTH Only)**

**Telkom offers data lines on a best effort sync basis, meaning your line will auto-sync/provision at a speed nearest to the advertised product purchased, depending on various factors including distance from your house to the Telkom exchange that your line connects to (shorter distance is better), and the quality of the copper line itself that connects to that exchange (expressed as a signal to noise ratio [SNR] which is also impacted by distance to the exchange, because the longer the line, the more noise will be present for the same signal amount). Fibre lines are more resilient to distance and noise issues and are typically not subjected to such interference.
Upgrades are entirely dependent on line quality, port availability at the exchange, and the infrastructure deployed to your exchange. Not all sites support the same speeds. To identify your Telkom technology availability, as well as maximum available speeds, please consult the Telkom Coverage Map - http://www.telkom.co.za/coverage/ we suggest checking monthly to monitor for upgrades to your area
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Thanks for the great feedback!
 
Hi Guys, This is a Dlink 2750U Router. Do these stats of my line seem fine? Or should I request Telkom to come and put in a whole new line? This line is VERY old i believe.
Capture.JPG
 
Okay so a quick investigation by me over the weekend, and im approximately about 600 to 800m if not less from the exchange.

I ran a stream at 3am and no problem, another stream at 5:30am and no problem.

After 6pm onwards however, and its buffering and so forth. So surely there is some sort of congestion, BUT checking my line stats, latency etc and there is no sign of congestion. So its very up in the air at the moment for me in terms of whether i should again log a fault, or just accept that evenings are a no go.
 
Morning

Could someone help with my voice line, for the past two weeks it has gone from bad to worse. The noise is so bad that you cant' even hear the person on the other side. I have reported this issue before but elected not to log a call as I thought the situation will get better.
 
Icemanbrfc said:
Okay so a quick investigation by me over the weekend, and im approximately about 600 to 800m if not less from the exchange.

I ran a stream at 3am and no problem, another stream at 5:30am and no problem.

After 6pm onwards however, and its buffering and so forth. So surely there is some sort of congestion, BUT checking my line stats, latency etc and there is no sign of congestion. So its very up in the air at the moment for me in terms of whether i should again log a fault, or just accept that evenings are a no go.
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You have this problem no matter what ISP? Go ahead and log another fault then, at least you can try and get a refund for downtime/faulty service.

micham03 said:
Morning

Could someone help with my voice line, for the past two weeks it has gone from bad to worse. The noise is so bad that you cant' even hear the person on the other side. I have reported this issue before but elected not to log a call as I thought the situation will get better.
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Who's managing your line? If it's Afrihost, open a ticket in the Clientzone and then post the reference number here/PM it to one of the Afripeps.
If it's with Telkom, follow this: https://secureapp.telkom.co.za/assurance/public/logafault
 
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Johnatan56 said:
You have this problem no matter what ISP? Go ahead and log another fault then.
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Pretty much yes, although ive only had 3. AH, Telkom and Axxess.

Im going to test Crystal Web as a last resort and see what happens. Then ill re log for them to investigate whats happening during the evenings
 
SuperMario said:
It's 3.7km driving distance from my house.
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PM an Afrihost rep if your line is with them or TelkomZA if it is with them (you can also try twitter/FB), the driving distance is not necessarily the correct distance.

For me the shortest route following the road is 2.1km but Telkom decided to go the long way around and the line is actually around 3km long.
 
So international speeds are still bad....this from AH:

"Apology for irregular service, yes it's listed as resolve but there some issues that still needs to resolved.
I sincerely apologize for any inconvenience you may have experienced and appreciate your patience while we work diligently to resolve any outstanding issues."
 
Johnatan56 said:
You have this problem no matter what ISP? Go ahead and log another fault then, at least you can try and get a refund for downtime/faulty service.



Who's managing your line? If it's Afrihost, open a ticket in the Clientzone and then post the reference number here/PM it to one of the Afripeps.
If it's with Telkom, follow this: https://secureapp.telkom.co.za/assurance/public/logafault
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They manage my line, I called their call centre and I am told they cannot log a call for me and I need to contact Telkom directly, Client zone does not have any option for reporting on a fault voice line.
 
Johnatan56 said:
PM an Afrihost rep if your line is with them or TelkomZA if it is with them (you can also try twitter/FB), the driving distance is not necessarily the correct distance.

For me the shortest route following the road is 2.1km but Telkom decided to go the long way around and the line is actually around 3km long.
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Thanks! will do when my line have been transferred to Afrihost.
 
Bryn said:
I'll be pretty annoyed if that's the problem. Crap like that should be fixed within hours, not days.



My Afrigreen account listing has long since disappeared from my Clientzone.
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Have you been in recent communication with our Critical Care Team yet, Bryn?
 
Viper87 said:
This company is so full of bullsh*t. There's clearly a problem affecting their whole network for a while and yet nothing is done, and when you contact their customer service line, the representatives try and reset your personal line, as if the problem has something to do with you. Never once acknowledging or even suggesting that they are to blame >:(
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KinsZA said:
^This

My last support ticket regarding this was a port reset lol
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This isn't always the case. Our Support Team will often try troubleshoot ad fix your connection first, especially before any type of outage or network issue is confirmed. How are things running this morning?
 
Hummercellc said:
Anyone noticed that no Data is Being counted in ClientZone?

I have 11 DSL Accounts and 6 Mobile Data SIMs all showing 0 Usage since yesterday morning.

:whistle:
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Still seeing the same thing today? Drop me a PM with your details!
 
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SuperMario said:
Thanks man, well that doesn't seem too bad. Will just make use of some mobile data during the downtime.
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Your downtime will really depend on how quickly Mweb can move your line over into the Openserve Holding Pool. :) Once it the pool, our system will grab it up pretty quickly. In fact, you can let one of us know once you've been notified of your line being move into the pool and we'll manually put in the transfer request. :) This should keep your downtime down to a minimum.
 
Imagine101011 said:
How long will it take you guys to fix the problem? Nearly the whole weekend lost.
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We can certainly do our best to escalate any open faults if nothing has been done after 48 hours. Drop me a PM with more detail.
 
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