Afrihost - Pure Fibre Feedback Thread

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Hi Guys, can any speed up my area it's still not live. (going live)
I have Metrofibre, Please assist.
 
AfriNatic said:
No problem.

Sorry about that but it would be a good thing just to get in touch with your bank to see if they can assist getting the previous EFT back. It would likely return if there is no bank account number matching at Bidvest.
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Thought I'd just inform you that the funds were returned to my account this morning. Standard Bank also confirmed in the SMS that they deleted the incorrect benificiary to prevent future mistakes, which was a nice touch :p
 
Anyone have any idea on the progress with regards to the metrofibre speed upgrades, father is on metrofibre 10mbps and as of this morning still no speed boost?
 
Just a guy from PTA said:
What is the SLA to resolve? What is my option for recourse aga8bst MFN? This issue has been on going for weeks.
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Metro Fibre FTTH has an SLA of 3 - 5 working days. After that I will esc to the next tier as per the escalation matrix.

Sorry for the delay in getting the issue resolved.
 
Please note.

There is a major outage on Fastly which has taken down a couple of big sites like Reddit, Twitch, Spotify and various other big international sites like Amazon, AWS, CNN, Hulu.
 
Sully_ said:
Seems like this weekend is going to be another bad one using my fibre with MFN.
Timeouts happening every second again, P2P and VOIP is impossible. Was doing ok yesterday but now the network is just tanking again. I'm at the point where going back to DSL seems like a better option compared to this unusable fibre.

The problems with the timeouts on MFN is not limited specific users, it's a network wide problem as I can observe on downdetector and from colleagues and friends on the same network. Once I detect issues everyone else starts reporting problems as well. I feel like this problem with MFN isn't being seen as a network wide issue and not being investigated as such.
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Agree with you @Sully_

This is an issue that AH must be prioritizing with MFN as its a network wide issue and not individualized. This will ensure a higher level of focus on the problem rather than reducing the issue to one subscriber.

@AfriNatic

@Afrihost-Gian
 
AfriNatic said:
Metro Fibre FTTH has an SLA of 3 - 5 working days. After that I will esc to the next tier as per the escalation matrix.

Sorry for the delay in getting the issue resolved.
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@AfriNatic

This is an issue that AH must be prioritizing with MFN as its a network wide issue and not individualized. This will ensure a higher level of focus on the problem rather than reducing the issue to one subscriber.
 
Just a guy from PTA said:
@AfriNatic

This is an issue that AH must be prioritizing with MFN as its a network wide issue and not individualized. This will ensure a higher level of focus on the problem rather than reducing the issue to one subscriber.
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I have mentioned this and we did ask Metro Noc to have a look and were told there is no general issues so I have been logging any complaints individually. If it turns out be a general issue the fix will lead Metro to that.
 
Xiphan said:
I'm on Frogfoot and while things have mostly returned to normal for me one thing which hasn't is Afrihost VoIP. I noticed today that the quality is seriously degraded; voice cuts off to the point where it sounds garbled making the service practically unusable.
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Hi,

Are you still experiencing issues with VOIP? Poor quality voip calls can be a sign of packet loss.
 
AfriNatic said:
MetroFibre responded to the ticket saying that one time out per trace route is normal from their perspective and want to know what issues you are experiencing.
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Hi @AfriNatic and @Afrihost-Gian

***** Would actually be great if I could have AH and MFN technical and management team on a conference call (Voice and Video) to better describe and discuss this issue. *****

Note: - Ping and speed test examples previously sent, were just that... examples at a brief moment in time.

The issue

While using technologies such as Microsoft Teams, Cisco Webex, Zoom as well as University of Pretoria Live classes, almost every minute during the call incoming voice and video is lost for a few seconds at a time. The person speaking voice is lost or gabled and video freeze. During this lost voice/video there are notable packet losses on ping and tracert.

This is not a new issue and was previous experienced, but resolved for more that 10 months until the recent announcement to upgrade line speed from 1st of June.

My experience... and perhaps others?

Initially when I joined AH on MFN (May 2020), I experienced a significant amount of packet loss that interrupted live calls (Teams, Webex and Zoom). After about three months (Many tickets and analysis with AH and MFN) the issues were resolved.

Subsequently, (Aug 2020 to April 2021) I used the 25MB and 50MB pure Fibre on MFN. During this period, I experienced virtually no packet loss and interruption in live calls (Teams, Webex and Zoom). barring larger known outages...

After the announcement that AH is going to automatically upgrade clients from 01 June 2021, I experienced a number of instances leading up to and beyond the upgrade (Packet loss, interruption in live calls Teams, Webex and Zoom).

It appears that recent configuration changes have impacted or negated changes done between May and July 2020.
 
Just a guy from PTA said:
Hi @AfriNatic and @Afrihost-Gian

***** Would actually be great if I could have AH and MFN technical and management team on a conference call (Voice and Video) to better describe and discuss this issue. *****

Note: - Ping and speed test examples previously sent, were just that... examples at a brief moment in time.

The issue

While using technologies such as Microsoft Teams, Cisco Webex, Zoom as well as University of Pretoria Live classes, almost every minute during the call incoming voice and video is lost for a few seconds at a time. The person speaking voice is lost or gabled and video freeze. During this lost voice/video there are notable packet losses on ping and tracert.

This is not a new issue and was previous experienced, but resolved for more that 10 months until the recent announcement to upgrade line speed from 1st of June.

My experience... and perhaps others?

Initially when I joined AH on MFN (May 2020), I experienced a significant amount of packet loss that interrupted live calls (Teams, Webex and Zoom). After about three months (Many tickets and analysis with AH and MFN) the issues were resolved.

Subsequently, (Aug 2020 to April 2021) I used the 25MB and 50MB pure Fibre on MFN. During this period, I experienced virtually no packet loss and interruption in live calls (Teams, Webex and Zoom). barring larger known outages...

After the announcement that AH is going to automatically upgrade clients from 01 June 2021, I experienced a number of instances leading up to and beyond the upgrade (Packet loss, interruption in live calls Teams, Webex and Zoom).

It appears that recent configuration changes have impacted or negated changes done between May and July 2020.
Click to expand...

Hi,

I have added your comment to the ticket for Metro to investigate.
 
AfriNatic said:
MetroFibre responded to the ticket saying that one time out per trace route is normal from their perspective and want to know what issues you are experiencing.
Click to expand...
I can completely understand a timeout every 10 minutes or so, but this is ultimately fibre and currently performing worse than my mobile 4G connection.

For some perspective. This morning I had basically no timeouts whatsoever, I saw maybe 2 timeouts in over 5 hours. Then like clockwork, as the day progressed things started getting worse. At 15:00 this afternoon timeouts were getting a bit worse:

1623252979090.png

Close to 16:00 I started seeing increased timeout and at that points any VOIP or P2P services were unusable with frequent interrupts:
1623253063714.png

Then at exactly 16:16 I saw massive timeout spikes happening, note how my pings to my router (black area) are not timing out, the timeouts are happening from fibre to my router:
1623253156929.png

And this is currently what I'm experiencing.
Capture.PNG

These timeouts used to happen only during the evening a few weeks ago, it's now happening more frequently throughout the day and I'm forced to use my mobile connection for work and other tasks since my fibre becomes completely unusable. I can't see how MetroFibre considers this normal
 
Sully_ said:
I can completely understand a timeout every 10 minutes or so, but this is ultimately fibre and currently performing worse than my mobile 4G connection.

For some perspective. This morning I had basically no timeouts whatsoever, I saw maybe 2 timeouts in over 5 hours. Then like clockwork, as the day progressed things started getting worse. At 15:00 this afternoon timeouts were getting a bit worse:

View attachment 1085979

Close to 16:00 I started seeing increased timeout and at that points any VOIP or P2P services were unusable with frequent interrupts:
View attachment 1085981

Then at exactly 16:16 I saw massive timeout spikes happening, note how my pings to my router (black area) are not timing out, the timeouts are happening from fibre to my router:
View attachment 1085983

And this is currently what I'm experiencing.
View attachment 1085985

These timeouts used to happen only during the evening a few weeks ago, it's now happening more frequently throughout the day and I'm forced to use my mobile connection for work and other tasks since my fibre becomes completely unusable. I can't see how MetroFibre considers this normal
Click to expand...

Hi,

I'm sorry for the issues you are experiencing.

I have started compiling a list of clients experiencing these issues and the list is growing.

Areas experiencing these issues are PTA East (Silver lakes), PTA North, PvR, Parts of Centurion. I'm trying to get answers for everyone as there is a quite a list of clients.
 
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