Afrihost - Pure Fibre Feedback Thread

[Ace_92_sa]

I have responded to your Level 1 support, awaiting feedback.

@AfriGuy - problem started again, I have responded to the ticket as well, could you please bump the support person that was looking into it?

Thank you!

 

[Tjoker]

AH starting to drop since 15h00:



VUMA ISP Handover still good

 

[Ace_92_sa]

AH starting to drop since 15h00:

View attachment 847537

VUMA ISP Handover still good:
View attachment 847539

Yeah seeing the same as you are, latency to any CPT based service jumps up by 10ms, one then gets PL and speeds degrades and things goes downhill - support person dealing with my ticket hasn't been helpful at all, there hasn't been any movement or any advice given.

 

[Tjoker]

I have a call back schedule with AH Support at 18h00. I anticipated this, lets see what they say....

What test other test can I do, ping/tracert to?

 

[Ace_92_sa]

I have a call back schedule with AH Support at 18h00. I anticipated this, lets see what they say....

What test other test can I do, ping/tracert to?

What does a trace to quad1 and quad8 look like?

run continuous ping to 169.1.21.1

 

[Luke7777]

It seems like the prices on the website has already been adjusted for new clients with the increase.

This is a current 10/10 Frogfoot line prices was before the increase.
View attachment 847063

Now it's R657 p/m

500/500 was R1497, is now R1567

 

[Tjoker]

What does a trace to quad1 and quad8 look like?

run continuous ping to 169.1.21.1

What am I looking at here besides the time outs? What does all these values mean?



EDIT: Dropping some more now....same as yesterday!

 

[cavedog]

View attachment 847559

View attachment 847571

What am I looking at here besides the time outs? What does all these values mean?

View attachment 847561

EDIT: Dropping some more now....same as yesterday!

What does ping 165.73.113.1 -t show you?

 

[Tjoker]

What does ping 165.73.113.1 -t show you?

EDIT:



Seems good judging the time being < 3ms? What is 165.73.113.1?

 

[cavedog]

View attachment 847579

View attachment 847581

EDIT:

View attachment 847585

Seems good judging the time being < 3ms? What is 165.73.113.1?

Public gateway.

Here on your trace route it's high but when you ping it it's low.

Can you install pingplotter free and do a ping to 165.73.113.1 until about 200 times every 1second.

Test Your Network for Free Today | PingPlotter

If you're fighting internet lag, run your free network test here. We help you see the network & find the source of your connection problem.

www.pingplotter.com

 

[Tjoker]

Public gateway.

Here on your trace route it's high but when you ping it it's low.

Can you install pingplotter free and do a ping to 165.73.113.1 until about 200 times every 1second.

Test Your Network for Free Today | PingPlotter

If you're fighting internet lag, run your free network test here. We help you see the network & find the source of your connection problem.

www.pingplotter.com

Seems normal? AH has not phoned me yet....

EDIT:



Here is a problem....

Another EDIT: Just had my call with AH, with no luck. He suggested I connect my laptop to CPE/ONT directly, also unplugging my router completely. Ran the same tests, with same deteriorating speeds...getting worse and worse now.



Asked him to schedule a call back with Network Engineer tomorrow evening...lets hold thumbs they can pinpoint issue.

Can I somehow test a different ISP?

 

[Cav5034]

lol... 100/100 fibre

 

[svenh]

@AfriGuy, this issue is going on for a week now every night and we are still running in circles because the issue is not identified yet, never-mind sorted. How is it possible that nobody are able to rectify this? Not trying to be difficult but it appears to me that if I want decent FTTH internet service which I pay for I have to walk away from this and try something different, I don't want to but put yourself in my shoes. So please Afrihost, sort this out for me please, I beg you, I am desperate.
Ticket #RVB-428-88728

 

[Ace_92_sa]

@AfriGuy, this issue is going on for a week now every night and we are still running in circles because the issue is not identified yet, never-mind sorted. How is it possible that nobody are able to rectify this? Not trying to be difficult but it appears to me that if I want decent FTTH internet service which I pay for I have to walk away from this and try something different, I don't want to but put yourself in my shoes. So please Afrihost, sort this out for me please, I beg you, I am desperate.
Ticket #RVB-428-88728

View attachment 847727
View attachment 847729

My net takes a dive at more or less the same time as yours, definitely something fishy happening on some of the CPT links but yes getting Afrihost to acknowledge anything is a real pain - all you get is generalized responses on your ticket from someone that doesn’t read anything you have to say...I am also starting to think that the only possible solution for me is moving over onto another ISP, as much as I hate to say it - I am all for giving anyone a chance to fix something and have been patient enough. Will try to request a call back from someone in the networking department as @Tjoker did, hopefully someone can give some answer or point me in the right direction to getting this fixed.

 

[Tjoker]

Are we all from CT, Northern Suburbs experiencing the same thing?

 

[svenh]

I am from Somerset West

 

[haCid]

Are we all from CT, Northern Suburbs experiencing the same thing?

Gordon's bay

 

[Nibiru]

Ive had issues for about 2 weeks. AH support is absolutely pathetic. They "open a ticket with Frogfoot" and then never get back to you.

They made my "ticket" last week tuesday. I have spoken with 4 consultants since then to try and get an update. Frogfoot says "speak to your ISP"

This morning (AFTER i have already sent almost 20 pingtests and traceroutes to the whatsapp support) - they ask me to identify the websites I am havingg issues with with traceroutes --- I never said I am having specific issues with any websites, my whole connection is dropping and intermittent - why would a consultant ask me this do they not read the emails @AfriGuy

2 weeks no support at all.

EDIT: Here it is for all to see how pathetic they are.

My subsequent email after speaking to the 4th consultant who asked me to do more tests and email it directly to the fibre@afrihost email.

Me to Support:

Good day

Ive had internet problems for the last 2 weeks.

It started with a Frogfoot outage in my area. The same day I called AH and
spoke to a female consultant who reset my connection. She advised if it
remains the same i should use whatsapp help.

I work from home and am an avid gamer / watch streams and use video calls
for work.

The issue: during video call, online game etc my connection would freeze
(desync or disconnect) and hang like this for about 5 seconds and then come
back. I am quite informed on internet related fault finding etc so i ran a
run/ping command to see what happens, I also did multiple traceroutes for
the consultant on whatsapp help - who then made the following frogfoot
ticket after seeing all my results - [FF #585109]

When disconnected some applications / games does nto allow a reconnect.
This is extremely frustrating.

I spoke to a consultant again yesterday who said FF says there is no isse.
I told him no there is definitely still conenction drops. I was asked to
send my results here.

*Please see below ping test that ran while I was typing this email* - you
can see the 2000ms ping spike and subsequent connection drops for a few
seconds. Obviously if frogfoot tests the line it wont show drops while the
line is active but this happens multiple times a day.

Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
*Reply from 172.217.170.67 : bytes=32 time=2476ms
TTL=59*
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=19ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
Reply from 172.217.170.67: bytes=32 time=26ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=21ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=24ms TTL=59
*Reply from 172.217.170.67 : bytes=32 time=2134ms
TTL=59*
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=59
Reply from 172.217.170.67: bytes=32 time=20ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=22ms TTL=59
Reply from 172.217.170.67: bytes=32 time=23ms TTL=5

Their reply (note I was asked to send this result to them):

Hello Jadriaan,

Sorry for the inconvenience caused.

Can you please provide us the trace-route result to the websites which you are facing the issue, so that we can contact the corresponding team.

Warm Regards,
Jinson John

 

[blunt]

Ive had issues for about 2 weeks. AH support is absolutely pathetic. They "open a ticket with Frogfoot" and then never get back to you.

They made my "ticket" last week tuesday. I have spoken with 4 consultants since then to try and get an update. Frogfoot says "speak to your ISP"

This morning (AFTER i have already sent almost 20 pingtests and traceroutes to the whatsapp support) - they ask me to identify the websites I am havingg issues with with traceroutes --- I never said I am having specific issues with any websites, my whole connection is dropping and intermittent - why would a consultant ask me this do they not read the emails @AfriGuy

2 weeks no support at all.

their first line of support (are you on wifi?) is like a 100 foot brick wall that you gotta climb over to get to anyone who knows what's happening, I'm yet to scale it.. good luck.

 

[Nibiru]

their first line of support (are you on wifi?) is like a 100 foot brick wall that you gotta climb over to get to anyone who knows what's happening, I'm yet to scale it.. good luck.

I am actually shocked. It's like a pinball game and the customer is the ball.