EdQubit
Active Member
- Joined
- Dec 30, 2006
- Messages
- 38
- Reaction score
- 5
I'm posting my experience here just in case anyone has any advice or any ideas of what could be going on.
I migrated to Afrihost Pure Fibre from the 1st of June on a 100 mbps down / 50 mbps up line. The first couple of days I didn't notice any issues, these were some of the speedtest results I was seeing:
I wanted some more download speed, so I requested an upgrade to 200 mbps down / 100 mbps up (Century City Connect) via the ClientZone. If I remember correctly this was on or about the 3rd of June.
On the 8th of June the upgrade still had not come through yet, but I started noticing some issues in Netflix where the resolution would go up and down while watching something. (Later I would notice similar or worse behaviour in Amazon Prime, with playback sometimes stopping entirely). I did some MTRs and noticed packet loss to the local/Afrihost Netflix server. I opened a ticket (RDF-177-80363) on the evening of the 8th and received a very quick reply asking me to restart my devices. I did that, the problem was still there, so I replied that same evening that restarting the devices did not help.
From my last reply on the 8th it took until the 16th of June to get a reply via e-mail on that ticket. In the interim I had used Whatsapp (takes hours to get replies there) and callback service (faster than Whatsapp, interestingly) as well. In one of the Whatsapp chats it was suggested that I connect my computer directly to the ONT (and restart the ONT) which I did. Here are the results of some tests while connected to the ONT, conducted in the evening (this is from yesterday):
speedtests international
speedtests local
mtrs:
During the e-mails and callbacks I was told that this looks like an FNO issue and that a ticket would be created. After a couple of tries I received this reference number: 38891, from Afrihost for the ticket with CCC (on the 16th).
Yesterday after lunch, I hadn't heard anything back, so I figure I'd try phoning Century City Connect directly. The person I spoke said that they cannot find a ticket 38891, and that it does not look like a Century City Connect reference number. They lookup my profile via my address, and the only ticket that they can see contains a screenshot with my line speed (possibly from the line upgrade?). The person I spoke did not sound convinced that the issue is on their side (packet loss, slow international), but said they would conduct some tests and send the results to Afrihost. They did offer to reset/reconfigure my line to see if that would help. I asked them to do that, and tested when the line came back up, but the issue still persists.
Something that I have noticed is that issue does appear to be worse in the evenings than during the day.
So I am unsure what to do at this point. Afrihost is very slow to respond to e-mails and support queries (except for the callbacks, for some reason they seem to be a bit quicker with those, but unfortunately that does not leave the us with any written record or easy follow-up point).
I migrated to Afrihost Pure Fibre from the 1st of June on a 100 mbps down / 50 mbps up line. The first couple of days I didn't notice any issues, these were some of the speedtest results I was seeing:
I wanted some more download speed, so I requested an upgrade to 200 mbps down / 100 mbps up (Century City Connect) via the ClientZone. If I remember correctly this was on or about the 3rd of June.
On the 8th of June the upgrade still had not come through yet, but I started noticing some issues in Netflix where the resolution would go up and down while watching something. (Later I would notice similar or worse behaviour in Amazon Prime, with playback sometimes stopping entirely). I did some MTRs and noticed packet loss to the local/Afrihost Netflix server. I opened a ticket (RDF-177-80363) on the evening of the 8th and received a very quick reply asking me to restart my devices. I did that, the problem was still there, so I replied that same evening that restarting the devices did not help.
From my last reply on the 8th it took until the 16th of June to get a reply via e-mail on that ticket. In the interim I had used Whatsapp (takes hours to get replies there) and callback service (faster than Whatsapp, interestingly) as well. In one of the Whatsapp chats it was suggested that I connect my computer directly to the ONT (and restart the ONT) which I did. Here are the results of some tests while connected to the ONT, conducted in the evening (this is from yesterday):
speedtests international
speedtests local
mtrs:
During the e-mails and callbacks I was told that this looks like an FNO issue and that a ticket would be created. After a couple of tries I received this reference number: 38891, from Afrihost for the ticket with CCC (on the 16th).
Yesterday after lunch, I hadn't heard anything back, so I figure I'd try phoning Century City Connect directly. The person I spoke said that they cannot find a ticket 38891, and that it does not look like a Century City Connect reference number. They lookup my profile via my address, and the only ticket that they can see contains a screenshot with my line speed (possibly from the line upgrade?). The person I spoke did not sound convinced that the issue is on their side (packet loss, slow international), but said they would conduct some tests and send the results to Afrihost. They did offer to reset/reconfigure my line to see if that would help. I asked them to do that, and tested when the line came back up, but the issue still persists.
Something that I have noticed is that issue does appear to be worse in the evenings than during the day.
So I am unsure what to do at this point. Afrihost is very slow to respond to e-mails and support queries (except for the callbacks, for some reason they seem to be a bit quicker with those, but unfortunately that does not leave the us with any written record or easy follow-up point).
