Afrihost - Pure Fibre Feedback Thread

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Freakboy said:
My line is now basically dead. PPPoE on my EdgeRouter can't connect and keeps dying after few second if any connection is made.
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Same here - connected directly on the ONT - And this is a good connection, this was the fifth try - previous attempts did not connect or pings were between 2200ms and 4700ms:

765046
 
Vvlol said:
This exactly.

"Awaiting confirmation"the entire day, Its been like this since Friday evening.
Massive packet loss and 1% of line speed — affected in Amberfield, Centurion.
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I'm just wondering why there is no notice anywhere on any SAIX noticeboards. Does Openserve even know about the issue.....
 
From my side: I had to go out, left at 01h45 this morning - bad packet loss. Returned at 03h10. Rock solid, no packet loss. My logs shows no link drop in this period, last being 21h34 yesterday.

So it appears OpenServer did something overnight. Hope you other guys are also now sorted?
 
CommonSense said:
Update.

I am glad to report that after going ballistic here that a 2nd level support Technician who was super efficient diagnosed the problem and contacted Vumatel to sort the problem.

It is sad that I had to go through three/four 1st line technicians who just did the same thing over and over, even though the SPEEDTEST results I showed them clearly showed VOX as my ISP at that stage and not AFRIHOST.

Turns out my line and my neighbours line was swopped around.

The first line technicians are not helping your company out.
AfriMan and Bradley M from the Critical Care Crew pulled the calve out of the ditch it was sinking in.

I now have to see if I can see any difference between the VOX 10/10 line and my Afrihost 100/100 line. Speedtests are showing a magnitude of improvement at least.

Again, sad that the 1st line response team is not really doing a good job, even to the point of implying I am lying to them.

Thanks AfriMan for your assistance.
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Always glad to help. I know generally our guys are very efficient and can work miracles. We'll have to make sure we do that more consistently in the future.

Glad everything is working now :)
 
cavedog said:
In any ISP the first line support guys are there to troubleshoot the obvious issues because holding up 2nd or NOC time with requests like how to setup emails or why my wifi is slow in the other room but next to the router it's fast. Unfortunately this comes at a price where real issues don't always make it to the right people or make it to the right people in time causing frustration.
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We'd definitely like to make that more seamless. A client shouldn't have to navigate a maze to reach the right person. So we'll definitely work on our internal escalation procedures to make sure everyone gets to who they need to.
 
Freakboy said:
View attachment 764828

Just retested connected directly to my EdgeRouter and this is the result.
HTF can upload be correct but donwload only 2% of my speed.
@AfriMan @AfriGuy @Afrigirl @AfriGenie this looks more like shaping to me :unsure:

Update:
View attachment 764838
This cannot be correct, something has to be broken on their network!!!
Nothing has changed with my setup.
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Not aware of any issues - definitely no shaping being implemented. From the comments here, seems most people are on Openserve. We'll need to troubleshoot with each person, look for the common factors and then see where we need to take action. If we need to alert Openserve, etc.

Our NOC haven't informed me of a Centurion issue, but I will ask if the issue persists.
 
Cav5034 said:
@AfriMan @pinball wizard

Any update on the Fibre break (SADV) in Summerstrand? Afrihost support has given no feedback from a ticket submitted a couple days ago and SADV support doesn't have an answer. This is over a month with no Fibre and my VDSL gets cut tomorrow if telkom keep to their schedule. For once I'm hoping they don't...

This has been over a month with no Fibre
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Last feedback from SADV is that they will be addressing it once they receive the necessary maintenance parts - which is only due this month. Will push for an update.
 
AfriMan said:
Not aware of any issues - definitely no shaping being implemented. From the comments here, seems most people are on Openserve. We'll need to troubleshoot with each person, look for the common factors and then see where we need to take action. If we need to alert Openserve, etc.

Our NOC haven't informed me of a Centurion issue, but I will ask if the issue persists.
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Strange then that I received this reply on my ticket :unsure:

Hi XXXXX

Trusting you are well

Openserve have reported some network issues that they have in Pretoria this morning.
They have technician on site looking into the matter.

Please do not hesitate to contact us may you have nay further questions

Regards
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cavedog said:
Let me guess you use Cool Ideas?

Anyways you experience does not even remotely resemble what I experience on their fibre since pure Fibre was launched.

The cable provider could play a big role and I won't be surprised if it's frogfoot or octotel.
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So just for shits and giggles i made friends with some of the neighbours (actually my daughter made friends with a few kids in the street and we ended up inviting the parents for a braai) - fibre is FrogFoot and they are both with different ISP's (MWEB and VOX) and have no speed/latency issues.

Connected laptop directly to the ONT and still getting 1mbps down with major packet loss.

I'm not the smartest person but I guess this means it's not the cable provider then hey ;-)
 
AfriMan said:
Last feedback from SADV is that they will be addressing it once they receive the necessary maintenance parts - which is only due this month. Will push for an update.
Click to expand...
And we are back up and running.... Thank goodness
 
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