Afrihost - Pure Fibre Feedback Thread Part 2

Afrigirl said:
The downgrade should ideally be initiated within November, allowing December to serve as the notice period with the FNO, so that it becomes effective on January 1, 2026.
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Before the 19th of November, we send out invoices by the 20th of each month.
 
9a8c1c4f-7de1-40d2-bdc6-0c3b194c1117.jpg



Fibre has been horrible this morning. 30% packet loss, then completely down for stages.

Frogfoot in Pretoria
 
Gauteng Limpopo Mpumalanga North West Free State Medium Impact • Frogfoot | Intermittency & Packet Loss | Northern Region

11:28 • 31 Oct 2025

We are investigating reports of packet loss and intermittent issues affecting clients on the Frogfoot network in the northern provinces. We are working to identify and resolve this issue as quickly as possible. We apologize for any inconvenience this may cause.
 
Afrigirl said:
Hi.

Please test now.
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1761913427705.png

Definitely better over the last Hour, thanks.

But still, having issues since 04:20 and only resolved by 13:20 is frustrating, also nothing being reported until 1 hour after I had to raise the issue is even more frustrating.
 
@Afrigirl I know PE has power outages right now, could that be the reason why theres no internet connectivity on my FF fibre line? I'm in Cotswold.
 
now05ster said:
@Afrigirl I know PE has power outages right now, could that be the reason why theres no internet connectivity on my FF fibre line? I'm in Cotswold.
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1.JPGIt could be because of the power outage. But with the last week of poor performance on FF/Afri i wouldn't know. Im in Westering and this if what it is like at the moment.
 
valiente said:
View attachment 1859928

Definitely better over the last Hour, thanks.

But still, having issues since 04:20 and only resolved by 13:20 is frustrating, also nothing being reported until 1 hour after I had to raise the issue is even more frustrating.
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Thank you.

We sincerely apologise for the service interruption experienced today.
 
New Outage

Outage Title: Outage | JHB | Queenswood ISP Specific | Down
Details: Queenswood ISP Specific
Outage Ref(solid): FRG9859442
Impact Start Time: 2025-10-31 11:12:00
Impact: Hard Down

Latest Update: A new outage has been identified affecting services. The issue has been formally logged with our advanced support team and they are busy investigating with the Internet Service Provider. We will continue to provide progressive updates.
 
Convex said:
View attachment 1859935It could be because of the power outage. But with the last week of poor performance on FF/Afri i wouldn't know. Im in Westering and this if what it is like at the moment.
Click to expand...
now05ster said:
@Afrigirl I know PE has power outages right now, could that be the reason why theres no internet connectivity on my FF fibre line? I'm in Cotswold.
Click to expand...

Convex said:
View attachment 1859935It could be because of the power outage. But with the last week of poor performance on FF/Afri i wouldn't know. Im in Westering and this if what it is like at the moment.
Click to expand...
Hi.

@now05ster please drop me a DM with your account details, so I can check.
 
Afrigirl said:
Hi.

@now05ster please drop me a DM with your account details, so I can check.
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Hi there, my issue turns out to be a case of PEBKAC...

Sometimes a person forgets that they have a new Pihole server that acts as their defacto DNS server, and that server is off...

All sorted thanks.
 
@Afrigirl, my internet has been down since yesterday. According to afrihost/status the frogfoot outages have been resolved. But still constant disconnect/reconnects from my Unifi Gateway without any internet connection. Direct connecting the ONT to a PC also did bot work. All support agents I contacted have been a pain in the neck with having me do the same thing over and over again with nothing changing. I am located in Villieria, Pretoria
 
singularc said:
@Afrigirl, my internet has been down since yesterday. According to afrihost/status the frogfoot outages have been resolved. But still constant disconnect/reconnects from my Unifi Gateway without any internet connection. Direct connecting the ONT to a PC also did bot work. All support agents I contacted have been a pain in the neck with having me do the same thing over and over again with nothing changing. I am located in Villieria, Pretoria
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Hi

We are not really making much progress on this issue. Here is a detailed explanation of what is going on.

Over the last few months clients have been complaining about intermittent packet loss. This has been ongoing and we have been investigating to try and find out what is causing it.

Yesterday at around 4am we saw traffic drop dramatically then restored a few hours after and then around 10:10am drop again. Its been degraded ever since.

We have been in troubleshooting sessions where we suspect the root cause as being unknow unicast flooding. After some troubleshooting it looked like the source of the flooding was from queenswood-olt-1

Frogfoot isolated that node and traffic restored. Since we have cut over roughly 910 clients we deployed a new vlan to move all those clients to. This briefly resolved the issue and today again we are seeing massive unknown unicast flooding on both 1500 and 1505 with 1505 being queenswood only and it being badly affected.

We are currently still working with Frogfoot on the issue but as it stands we do not have complete handle on the issue.
 
AfriNatic said:
Hi

We are not really making much progress on this issue. Here is a detailed explanation of what is going on.

Over the last few months clients have been complaining about intermittent packet loss. This has been ongoing and we have been investigating to try and find out what is causing it.

Yesterday at around 4am we saw traffic drop dramatically then restored a few hours after and then around 10:10am drop again. Its been degraded ever since.

We have been in troubleshooting sessions where we suspect the root cause as being unknow unicast flooding. After some troubleshooting it looked like the source of the flooding was from queenswood-olt-1

Frogfoot isolated that node and traffic restored. Since we have cut over roughly 910 clients we deployed a new vlan to move all those clients to. This briefly resolved the issue and today again we are seeing massive unknown unicast flooding on both 1500 and 1505 with 1505 being queenswood only and it being badly affected.

We are currently still working with Frogfoot on the issue but as it stands we do not have complete handle on the issue.
Click to expand...
Ok, thank you so much. At least I have an idea if what's going on now. Greatly appreciated!
 
singularc said:
Ok, thank you so much. At least I have an idea if what's going on now. Greatly appreciated!
Click to expand...

Can you please check now to see if it has improved? A change was made now to mitigate the issue and we saw traffic picking up. We are not fully at the point where we can say its resolved but we are making some progress.
 
AfriNatic said:
Can you please check now to see if it has improved? A change was made now to mitigate the issue and we saw traffic picking up. We are not fully at the point where we can say its resolved but we are making some progress.
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My internet has been back for ~1 hour now. Everything looks ok. I am not seeing any packet loss events in the Unifi app. Whatever you did seems to be working 🎉
 
Hi @Afrigirl

I’m looking for some advice here on how to move forward with my PureFibre. I have the 1000 Download / 500 Upload on Metrofibre and it’s never been quite right in the two years I’ve had it.

I’ve never had more than 250mbps download speed in my lifetime with Afrihost/MetroFibre and recently it’s been extra awful where I’m not even getting 100mbps. Streaming, Video Calls and more have gotten worse and it’s a bit of a pain in my side now.

I’ve called the Afrihost team a few times about it but get the generic reset your router, submit a ticket etc which never amounts to a real solution.

At this point I’m considering just completely downgrading my package or moving to another provider as I don’t want to fight for something I’m not paying for.

I definitely understand that I’ll never fully get a 1Gbps speed but definitely expecting more than what I’m getting now for R1400ish per month. 😅 I’m also willing to purchase any new hardware or equipment that can help me reach better speeds. (I have the router Afrihost gave me with the package - Huawei AX3)

Any suggestions on what’s next for me?

Thanks!
 
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