Afrihost - Pure Fibre Feedback Thread Part 2

[Sodan]

Where was the lease agreement sent?
Looks like the address has an active service.
"This location has an in-flight order. You may not place an order for this address"

I'm currently on CISP/Vuma Reach 20/10 at the address as per the lease uploaded for RICA on your website. I probably did the order incorrectly .

I would like to move to Afrihost/Vuma Reach 20/10. Please advise what I need to do.

 

[Afrigirl]

I'm currently on CISP/Vuma Reach 20/10 at the address as per the lease uploaded for RICA on your website. I probably did the order incorrectly .

I would like to move to Afrihost/Vuma Reach 20/10. Please advise what I need to do.

The sign up for "migrate existing line" was placed correctly, but we won't be able to place an order with Vuma until the line is released from the current ISP.
When is your cancellation effective?

 

[Sodan]

The sign up for "migrate existing line" was placed correctly, but we won't be able to place an order with Vuma until the line is released from the current ISP.
When is your cancellation effective?

12 March. Will there be a break in service, and if so, for how long?

 

[Rah_Skill]

I've been struggling with this issue for months (coming on a full year). Speeds degrade at night but, when back to normal, the speeds are consistently capped at 100/100. I am on Openserve 500/250mbps line in Malvern (Durban). I've done port resets and all of the inane steps customer support has flung at me via Whatsapp.

Speedtest:


Steam


This is not on my side. I've tried trial accounts with other ISPs and had no issues. I don't have a ticket because it keeps getting palmed off or the chat is cut. I'm mostly dealing with this while working, so I cannot be on my phone constantly. This leads to situations such as this:



I've given up on support because, despite the last message saying "once you're ready to continue this chat" I get this frustration:



Please. I'm getting tired. Help.

 

[AfriNatic]

Edit: Just want to add that I suspect this is more a google problem than it is an afrihost problem unless

I tested a few DNS providers

They all look okay. Cloudflare is the only one in this list that actually has a server in Cape Town, so I think I'll switch permanently.

1.1.1.1

 Host                                                                          Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. _gateway                                                                    0.0%    57    0.2   0.1   0.1   0.2   0.0
 2. 169-1-254-1.ip.afrihost.co.za                                               0.0%    57    2.0   2.1   1.7   2.4   0.1
 3. 100.127.2.153                                                               0.0%    57    2.0   2.2   2.0   2.3   0.1
 4. 100.127.2.157                                                               0.0%    56    2.4   2.4   1.9   3.3   0.2
 5. cloudflare.ixp.capetown                                                     0.0%    56    3.5   6.2   2.8  33.0   6.5
 6. one.one.one.one                                                             0.0%    56    2.4   2.5   2.2   2.8   0.1

8.8.8.8

 Host                                                                          Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. _gateway                                                                    0.0%    10    0.2   0.2   0.1   0.2   0.0
 2. 169-1-254-1.ip.afrihost.co.za                                               0.0%    10    2.0   2.1   2.0   2.2   0.1
 3. 100.127.2.153                                                               0.0%    10    2.2   2.2   2.1   2.4   0.1
 4. 100.127.2.157                                                               0.0%    10    2.6   2.5   2.2   3.2   0.3
 5. 100.127.1.42                                                                0.0%    10   17.6  17.6  17.4  17.7   0.1
 6. 100.127.0.148                                                               0.0%    10   18.8  18.8  18.5  18.9   0.1
 7. 72.14.216.130                                                               0.0%    10   18.2  18.1  17.9  18.2   0.1
 8. 172.253.65.163                                                              0.0%     9   18.3  18.4  18.1  18.7   0.2
 9. 192.178.73.213                                                              0.0%     9   20.0  19.9  19.5  20.2   0.2
10. dns.google                                                                  0.0%     9   18.7  18.7  18.6  19.0   0.1

8.8.4.4

 Host                                                                          Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. _gateway                                                                    0.0%    54    0.1   0.1   0.1   0.2   0.0
 2. 169-1-254-1.ip.afrihost.co.za                                               0.0%    54    2.1   2.2   1.7   3.8   0.3
 3. 100.127.2.153                                                               0.0%    54    2.1   2.1   1.9   2.4   0.1
 4. 100.127.2.157                                                               0.0%    54    2.3   2.4   1.9   2.8   0.1
 5. 100.127.1.42                                                                0.0%    54   17.5  17.5  17.3  17.9   0.1
 6. 100.127.0.148                                                               0.0%    54   18.7  18.7  18.3  20.0   0.2
 7. 72.14.242.180                                                               0.0%    54   18.0  18.0  17.8  18.2   0.1
 8. 192.178.99.141                                                              0.0%    54   18.9  18.8  18.4  19.2   0.2
 9. 192.178.74.201                                                              0.0%    53   19.2  19.2  19.0  19.5   0.1
10. dns.google                                                                  0.0%    53   19.1  19.1  18.4  19.5   0.2

9.9.9.9

 Host                                                                          Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. _gateway                                                                    0.0%    50    0.1   0.1   0.1   0.2   0.0
 2. 169-1-254-1.ip.afrihost.co.za                                               0.0%    50    2.1   2.2   2.0   2.9   0.2
 3. 100.127.2.153                                                               0.0%    50    2.1   2.1   1.8   2.3   0.1
 4. 100.127.2.157                                                               0.0%    50    2.6   2.4   1.7   2.6   0.2
 5. 100.127.1.42                                                                0.0%    50   17.6  17.5  17.2  17.9   0.1
 6. 100.127.0.148                                                               0.0%    50   18.7  18.7  18.5  19.0   0.1
 7. 196-60-9-182.ixp.joburg                                                     0.0%    50   18.7  18.7  18.5  18.9   0.1
 8. router.jnb.woodynet.net                                                     0.0%    50   19.7  21.4  19.4  40.4   5.1
 9. dns9.quad9.net                                                              0.0%    50   18.1  18.8  18.1  19.1   0.1

Yes we do have a very large PNI with Google in JHB so I think it might just be Google fetching the info from somewhere else rather than having it at their JNB node.

 

[AfriNatic]

I've been struggling with this issue for months (coming on a full year). Speeds degrade at night but, when back to normal, the speeds are consistently capped at 100/100. I am on Openserve 500/250mbps line in Malvern (Durban). I've done port resets and all of the inane steps customer support has flung at me via Whatsapp.

Speedtest:
View attachment 1802428

Steam
View attachment 1802429

This is not on my side. I've tried trial accounts with other ISPs and had no issues. I don't have a ticket because it keeps getting palmed off or the chat is cut. I'm mostly dealing with this while working, so I cannot be on my phone constantly. This leads to situations such as this:

View attachment 1802425

I've given up on support because, despite the last message saying "once you're ready to continue this chat" I get this frustration:

View attachment 1802426

Please. I'm getting tired. Help.

Hi

Looks like you network cable is limiting speeds here to 100Mbps. Can you check what network cable you are using? It must be a cat5e cable between the ONT and Router.

 

[Rah_Skill]

Hi

Looks like you network cable is limiting speeds here to 100Mbps. Can you check what network cable you are using? It must be a cat5e cable between the ONT and Router.

As per my post above. I think the best solution is I don't continue my package when I move in a few months.

Edited to add: my parents faced a similar issue at their home, in a different suburb. We are under the same profile (different packages/FNO).

Thanks for the prompt reply, at least.

 

[AfriNatic]

View attachment 1802440

As per my post above. I think the best solution is I don't continue my package when I move in a few months.

Edited to add: my parents faced a similar issue at their home, in a different suburb. We are under the same profile (different packages/FNO).

Thanks for the prompt reply, at least.

Please drop us a pm with your details so we can have a look. ~94Mbps limit is usually the cable so I'm pretty confident that the issue is with the cable.

https://mybroadband.co.za/forum/conversations/add?to=Afrinatic,Afrigirl

 

[Rah_Skill]

Please drop us a pm with your details so we can have a look. ~94Mbps limit is usually the cable so I'm pretty confident that the issue is with the cable.

https://mybroadband.co.za/forum/conversations/add?to=Afrinatic,Afrigirl

I'm pretty confident you're wrong:




I've been a client of Afrihost's for over 15 years and it's sad to see the erosion of service. You guys have gone from offering support that was helpful and responsive to failing to take ownership for your mistakes. I'm not expecting apologies, network errors happen, I understand that, but the constant "it's not us, it's you" remarks are tiring. I explained from the outset it is not on my side, I have explicitly explained to you that it's not the cable but you respond that you're "pretty confident" it's the cable. Take ownership. I'm not going back-and-forth in PMs. I've tried and failed to receive any form of help before. This is the last.

Your comment cemented my decision to leave. Thank you for making the decision easier.

 

[Despaireon]

I'm pretty confident you're wrong:

View attachment 1802581


I've been a client of Afrihost's for over 15 years and it's sad to see the erosion of service. You guys have gone from offering support that was helpful and responsive to failing to take ownership for your mistakes. I'm not expecting apologies, network errors happen, I understand that, but the constant "it's not us, it's you" remarks are tiring. I explained from the outset it is not on my side, I have explicitly explained to you that it's not the cable but you respond that you're "pretty confident" it's the cable. Take ownership. I'm not going back-and-forth in PMs. I've tried and failed to receive any form of help before. This is the last.

Your comment cemented my decision to leave. Thank you for making the decision easier.

Hey buddy take no offense. Why not just try out another cable? If it doesn't work it doesn't work. You'll then know you've tried everything on your side and Afrihost isn't your isp. A cat 6 cable you can get for +-R50 or just lend one from a neighbor or friend. Again if it doesn't work it doesn't.

 

[MakoPC]

@AfriNatic @Afrigirl Playing on Valorant EU, packet loss is insane, constant 5%

 

[Rah_Skill]

Hey buddy take no offense. Why not just try out another cable? If it doesn't work it doesn't work. You'll then know you've tried everything on your side and Afrihost isn't your isp. A cat 6 cable you can get for +-R50 or just lend one from a neighbor or friend. Again if it doesn't work it doesn't.

I already have a cat 6.

Let's say I don't, why would speeds be limited on Afrihost and not the other account I have? Hence the screenshot.

 

[Techfluent]

I already have a cat 6.

Let's say I don't, why would speeds be limited on Afrihost and not the other account I have? Hence the screenshot.

It might be because of the system they use to manage each client's profile speed.

 

[Afrigirl]

@AfriNatic @Afrigirl Playing on Valorant EU, packet loss is insane, constant 5%

Hi.


I got your PM and it has been escalated.

 

[Rah_Skill]

It might be because of the system they use to manage each client's profile speed.

Thank you for the explanation!

I received a cat5e cable when they delivered their router (which I'm not using currently as replacing it was one of the many proposed solutions). It would be strange to offer cat5e if the system does as you say.

While I'm not happy with the level of customer service I've received, especially on Whatsapp (far beyond the above screenshots), I'm happy to be an exception to the rule if others have received their alloted speeds. I do feel the account has been given the wrong credentials but it has been back-and-forth in vain. Solution is I move on and look to better options.

 

[Afrigirl]

Thank you for the explanation!

I received a cat5e cable when they delivered their router (which I'm not using currently as replacing it was one of the many proposed solutions). It would be strange to offer cat5e if the system does as you say.

While I'm not happy with the level of customer service I've received, especially on Whatsapp (far beyond the above screenshots), I'm happy to be an exception to the rule if others have received their alloted speeds. I do feel the account has been given the wrong credentials but it has been back-and-forth in vain. Solution is I move on and look to better options.

Hi.

Please share your account details via PM.

 

[Afrigirl]

12 March. Will there be a break in service, and if so, for how long?

View attachment 1802415

Hi.

Yes, they may be downtime experienced.
Vuma Reach services are activated shortly after payment has been received.

 

[Hook]

Hi.

Last week I upgraded my service from 500/500 to 1000/500 Afrihost using Metrofibre as network provider.
On the 500/500 service I got speedtest.net results of roughly 520/520, relatively consistently.
On the 1000/500 service I also mostly get about 520/520 which is strange as I would expect something at least faster than say 600Mbps on the downlink. I do however get roughly 920 ish on the download to one or two speedtest servers (I think the Seacom one). I get this on both the Afrihost supplied AX3 and my Mikrotik RB4011

So my question is. Am I missing something. ? Are most servers not capable of doing 1Gbps or is something somewhere not configured correctly.

 

[Afrigirl]

Hi.

Last week I upgraded my service from 500/500 to 1000/500 Afrihost using Metrofibre as network provider.
On the 500/500 service I got speedtest.net results of roughly 520/520, relatively consistently.
On the 1000/500 service I also mostly get about 520/520 which is strange as I would expect something at least faster than say 600Mbps on the downlink. I do however get roughly 920 ish on the download to one or two speedtest servers (I think the Seacom one). I get this on both the Afrihost supplied AX3 and my Mikrotik RB4011

So my question is. Am I missing something. ? Are most servers not capable of doing 1Gbps or is something somewhere not configured correctly.

Is it on international or local servers?

 

[Hook]

Local servers