Afrihost - Pure Fibre Feedback Thread Part 2

AfriNatic said:
Are you experiencing issues?

Which store are you downloading from and what are the serving IPs?
Click to expand...
Battle net, not sure how to check the serving ips but just finished after a hour and 15 minutes which is a bit on the long end but that is battle net I rate. I see steam does not have this issue for cod downloads.
 
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Looks like battle.net uses akamai clusters now for updates.
Busy doing the update on cool ideas and seeing it use the on-net akamai cache, I am sure it will be the case on Afrihost as well.

1712164773674.png
 
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NeoNarchy said:
I've been having issue with Afrihost and Frogfoot for the last month in the Garden Route multiple outages almost weekly. Main issue now is increased latency for almost a month with clear indication of alternate routing in play. I used to get sub 10ms ping to CPT its now 15-16ms Running a traceroute to Cloudflare 1.1.1.1 takes 10 hops compared to 5/6 a month ago.
My trace route now:
View attachment 1685561

What it used to be MARCH 5th:
View attachment 1685559
Below is my neighbour who is with RSAWEB and he reaches the same destination in 5 less hops than I do:
View attachment 1685563
What is going on with the network, I have tried getting feedback from your support to no avail, Frogfoot recons its on your end and you recon its with Frogfoot.
What I have heard now from another client of yours and yesterday from one of your support staff is that there was a rouge device on your network assigning DHCP that found and isolated with the help of Frogfoot that was supposedly to blame for our issues the last month, yet the issue remains latency has doubled the stability of the connection has reduced.
One month later and the issue persists, this started before the undersea cable break.
What I don't understand is that it takes ages to admit there is an issue in the area, and then we get notifications of resolutions, and tomorrow another outage is logged, rinse repeat every week.
All I want to know now is, why has my latency increased and why has it not been resolved in almost a month.
Below is Speedtest results I had to send your support a week or so ago that shows the latency increase:

View attachment 1685569
Click to expand...
Anyone from Afrihost able to assist? @AfriFella @Afrigirl @AfriGuy @AfriNatic
 
NeoNarchy said:
I've been having issue with Afrihost and Frogfoot for the last month in the Garden Route multiple outages almost weekly. Main issue now is increased latency for almost a month with clear indication of alternate routing in play. I used to get sub 10ms ping to CPT its now 15-16ms Running a traceroute to Cloudflare 1.1.1.1 takes 10 hops compared to 5/6 a month ago.
My trace route now:
View attachment 1685561

What it used to be MARCH 5th:
View attachment 1685559
Below is my neighbour who is with RSAWEB and he reaches the same destination in 5 less hops than I do:
View attachment 1685563
What is going on with the network, I have tried getting feedback from your support to no avail, Frogfoot recons its on your end and you recon its with Frogfoot.
What I have heard now from another client of yours and yesterday from one of your support staff is that there was a rouge device on your network assigning DHCP that found and isolated with the help of Frogfoot that was supposedly to blame for our issues the last month, yet the issue remains latency has doubled the stability of the connection has reduced.
One month later and the issue persists, this started before the undersea cable break.
What I don't understand is that it takes ages to admit there is an issue in the area, and then we get notifications of resolutions, and tomorrow another outage is logged, rinse repeat every week.
All I want to know now is, why has my latency increased and why has it not been resolved in almost a month.
Below is Speedtest results I had to send your support a week or so ago that shows the latency increase:

View attachment 1685569
Click to expand...
Hello.

Please drop me a DM with your email address so I can access your account.
 
copacetic said:
Cool, thanks - good luck, I hope you can figure it out soon. FNO issues outside of your control, I totally get it, but 3 days in, it's hard as a consumer to be quite as phlegmatic about it as I'd like...
Click to expand...
@Afrigirl Checking in - things are still broken...

1712228683725.png

1712230019465.pngImpact does not seem to be mitigated on my end.
 
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copacetic said:
I assume there are still issues - both Whatsapp and telephonic support are still proving very challenging to reach.
Click to expand...
Hi.
We have raised the issue with Frogfoot, they are having a look.
 
Afrigirl said:
Hi.
We have raised the issue with Frogfoot, they are having a look.
Click to expand...
In general? Specific to my account?

I just got off the phone with support who were less than stellar in terms of what they were able to offer me (which boiled down to essentially, we'll have to see what Frogfoot says).

What I am baffled by is the claim made (in my support call just now) that after days of this FF have not communicated an ETA, nor explanation to Afrihost. How can this possibly be the case?!

An ETA is difficult, fair enough, but for the company being paid to provide and manage my connectivity, I'd hope that the relationship with their supplier might extend to - you know - being allowed to know why things are broken...
 
@Afrigirl I have responded to your DM with regards to you raising the issue with Frogfoot. Its been a month now with several interactions between myself and Frogfoot, & myself and Afrihost, nothing has come of it yet. When I raised the issue originally your Twitter team brushed it off, not really interested in looking into it as Frogfoot "reported" no issues. What is Afrihost doing to get this sorted? Realistically what do you expect us as your clients to do while this is being "raised" Are the issues in the Eastern and Western Cape an isolated issue with Afrihost, or is an issue effecting multiple ISP's on Frogfoots network. If its Afrihost then its easy we as clients move on to someone else, but if its not and the issue is with Frogfoot you as the recipient of our money needs to escalate this with the FNO and take them on. You surely run an SLA on incidents and if they breach penalties needs to be paid, that has to be applied to the FNO's you use? Ill ask again what is Afrihost doing from their end to expedite this issue?
Here is a months worth of data/testing done by me and various users in our area.

Facebook

www.facebook.com www.facebook.com
 
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NeoNarchy said:
@Afrigirl I have responded to your DM with regards to you raising the issue with Frogfoot. Its been a month now with several interactions between myself and Frogfoot, & myself and Afrihost, nothing has come of it yet. When I raised the issue originally your Twitter team brushed it off, not really interested in looking into it as Frogfoot "reported" no issues. What is Afrihost doing to get this sorted? Realistically what do you expect us as your clients to do while this is being "raised" Are the issues in the Eastern and Western Cape an isolated issue with Afrihost, or is an issue effecting multiple ISP's on Frogfoots network. If its Afrihost then its easy we as clients move on to someone else, but if its not and the issue is with Frogfoot you as the recipient of our money needs to escalate this with the FNO and take them on. You surely run an SLA on incidents and if they breach penalties needs to be paid, that has to be applied to the FNO's you use? Ill ask again what is Afrihost doing from their end to expedite this issue?
Here is a months worth of data/testing done by me and various users in our area.

Facebook

www.facebook.com www.facebook.com
Click to expand...
Hi.

I understand your frustration about the continuous faults with the fibre line; per the client, I will continue to log isolated faults with Frogfoot. Please note that they will request more tests, Reference #1555099.

I escalated all clients experiencing intermittent connection to our NOC team, and it was logged with Frogfoot. They advised that there were no issues and that the outage was resolved. Internally, the team did their checks as well and advised that the traffic on the NNI is normal.
 
copacetic said:
In general? Specific to my account?

I just got off the phone with support who were less than stellar in terms of what they were able to offer me (which boiled down to essentially, we'll have to see what Frogfoot says).

What I am baffled by is the claim made (in my support call just now) that after days of this FF have not communicated an ETA, nor explanation to Afrihost. How can this possibly be the case?!

An ETA is difficult, fair enough, but for the company being paid to provide and manage my connectivity, I'd hope that the relationship with their supplier might extend to - you know - being allowed to know why things are broken...
Click to expand...
Please send me a PM with your account number so we can log a fault for your line and treat it individually. Frogfoot advised that the outage has been resolved.
 
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