Afrihost - Pure Fibre Feedback Thread

[Afrigirl]

@AfriMan

Got an email yesterday saying that migration couldnt happen - vuma said the line hadn't been released. Previous isp have confirmed that line was released 'as of yesterday' but the service is still up. Please assist, dont want to risk being without net for the long weekend.

Hi TRZ214, I am so sorry that there has been a hurdle in your migration process. Generally the hold up lies, when the previous ISP does not indicate the date of disconnection and usually this is why there is a backlog. I am terribly sorry about that, but I would be happy to try and push this for you.
Please can I have your details via PM, so that I can follow up on this for you?

 

[WarrieP]

Hi WarrieP This doesn't sound right at all . I am terribly sorry that you had experienced issues with your connectivity last night after your power cute. This shouldn't be happening. I can have a look at your account for you if you are still having difficulties with your service. Please can you send me your Clientzone details via PM so that I can have a look for you?

Thanks @Afrigirl will PM you
Which details are you referring to?

 

[Seeyou]

Hi Seeyou, I am terribly sorry that the response from AfriGuy seemed a bit vague.

I assure you that we will do our level best to assist you with investigating your query and provide you with a solution around this as soon as we can. I understand how frustrating this might be for you, and we do take this seriously.

Unfortunately, this can't be rectified in a day, I will need to liaise with our network team to assist me with checking out what might be the issue here, and get back to you as soon as possible.

Please can you give me time to look into this for you?

Of course - I wasn't expecting immediate resolution, just a general ETA once they'd identified the cause / solution.

 

[Afrigirl]

Hi @AfriFella @AfriGuy @AfriGenie @Afrigirl

I am experiencing very bad twitch.TV performance. Ive made a ticket about this before and was told its not an Afrihost thing but that twitch's performance in SA is just bad - i dont accept this.

So i tested it with my mobile data, and had a friend who lives in the same area (different ISP and fibre provider) and he could stream on 1080p constant.

I have a 50 down/ 50 up connection and should be able to stream in 1080p (source quality) without a problem. My speed last night was between 38-49 mbps so i am not fussy about that but i could not even keep the stream on 360p constantly without it dropping frames and buffering. With that speed i should not have any issues and thus I have to suspect routing or throttle/shaping is the issue, which is unacceptable on my package and the anount i spend to enjoy this package.

When you set the quality to auto it goes up to 1080p for about a minute then scales itself down to 140p and then starts moving back up again.

Please advise as this is just not on for the amount of money I pay pm and also the package that I chose should be able to perform these functions. I should also not be throttled or shaped and I have a suspicion you guys might be doing exactly that for twitch/youtube which is against my package terms of service.

Hi jadiwolv, I am terribly sorry to hear that you have not have a very good experience using Twitch last night. We have tested it from our side using our network and everything seems to be working perfectly fine streaming on 1080p.

I will need to investigate this for you with our network team to find out what might be causing issues on your end. We will have to test and monitor through the Sandvine to check the routing and where latency is introduced. Then we’ll need to engage those peering networks to see how latency can be improved.
For now can you please provide me with traceroutes so that I can look into this for you?

 

[Afrigirl]

Thanks @Afrigirl will PM you
Which details are you referring to?

Can I please have your Clientzone username WarrieP

 

[Afrigirl]

Of course - I wasn't expecting immediate resolution, just a general ETA once they'd identified the cause / solution.

Seeyou, I will do my best to have it resolved in 48hrs for you. But due to the long weekend, I may only give you feedback on Monday.

 

[Afrigirl]

Resolved

Happy to hear that Honey Badger

 

[Speedster]

@Afrigirl @AfriMan I'm trying to sign up for pure fibre but am unable to login to my old Afrihost account. I tried signing up again and was told the email is already in use, so I requested a password reset but the link emailed to me requires me to login, which kind of defeats the object. I tried live chat on your website, but it says the agents are all offline. How can I get my account going again?

EDIT: a new bunch of reset emails came through, and these worked.

 

[Nibiru]

Hi jadiwolv, I am terribly sorry to hear that you have not have a very good experience using Twitch last night. We have tested it from our side using our network and everything seems to be working perfectly fine streaming on 1080p.

I will need to investigate this for you with our network team to find out what might be causing issues on your end. We will have to test and monitor through the Sandvine to check the routing and where latency is introduced. Then we’ll need to engage those peering networks to see how latency can be improved.
For now can you please provide me with traceroutes so that I can look into this for you?

Hi

Thanks for the reply, i will test it tonight and get back to you.

 

[Vernon]

@Afrigirl
@AfriMan
@AfriFella

Ok so here's a strange scenario:

I cancelled with my previous ISP (CISP) so as to migrate to the AH Fibre Promo.
That cancellation has been confirmed both on CISP's side and on the VUMA portal.

After some delay (as was the case with a few other forum members here) my AH Fibre account was designated as being "active". That's clearly confirmed as such in the Client Zone.

Yet, even though I rebooted the ONT and router and applied the new log in details as pertaining to my AH account, I'm not connected to the Afrihost network.
That's confirmed on the VUMA portal. According to them I have no active ISP service via Vuma Aerial.

I must add that I do have a working network connection but just not to my "active" Afrihost account, but to my "cancelled" CISP service.

Kindly look into this for me, as well as follow up on Ticket: HJK-334-51549

 

[JibbersCrabst]

@Afrigirl
@AfriMan
@AfriFella

Ok so here's a strange scenario:

I cancelled with my previous ISP (CISP) so as to migrate to the AH Fibre Promo.
That cancellation has been confirmed both on CISP's side and on the VUMA portal.

After some delay (as was the case with a few other forum members here) my AH Fibre account was designated as being "active". That's clearly confirmed as such in the Client Zone.

Yet, even though I rebooted the ONT and router and applied the new log in details as pertaining to my AH account, I'm not connected to the Afrihost network.
That's confirmed on the VUMA portal. According to them I have no active ISP service via Vuma Aerial.

I must add that I do have a working network connection but just not to my "active" Afrihost account, but to my "cancelled" CISP service.

Kindly look into this for me, as well as follow up on Ticket: HJK-334-51549

Almost the same boat here but my order still says 'order pending' in the client zone. Cisp said line was released, but the line is still active. Cisp say that afrihost should escalate it to vuma dev teams and then afrihost says they cant escalate because the line is still with cisp. At this stage it's a good thing line is still working - hopefully will have net for the weekend. Its almost kind of purgatory.

 

[Vernon]

Almost the same boat here but my order still says 'order pending' in the client zone. Cisp said line was released, but the line is still active. Cisp say that afrihost should escalate it to vuma dev teams and then afrihost says they cant escalate because the line is still with cisp. At this stage it's a good thing line is still working - hopefully will have net for the weekend. Its almost kind of purgatory.

It will be "interesting" if this situation carries on like it has thru August, to see where CISP lands with this at the beginning of next month with regard to any possible requests for payment from them. After all, we are still using their network. Just the type of situation where a balls-up could conceivably happen.

 

[Nibiru]

Hi jadiwolv, I am terribly sorry to hear that you have not have a very good experience using Twitch last night. We have tested it from our side using our network and everything seems to be working perfectly fine streaming on 1080p.

I will need to investigate this for you with our network team to find out what might be causing issues on your end. We will have to test and monitor through the Sandvine to check the routing and where latency is introduced. Then we’ll need to engage those peering networks to see how latency can be improved.
For now can you please provide me with traceroutes so that I can look into this for you?

Hi

I cant stream higher than 480p without it buffering.

https://www.speedtest.net/result/8485387576 - speedtest

Tracing route to twitch.map.fastly.net [151.101.122.167]
over a maximum of 30 hops:

1 2 ms 3 ms 3 ms 192.168.0.1
2 3 ms 7 ms 6 ms 102-182-112-1.ip.afrihost.co.za [102.182.112.1]
3 6 ms 7 ms 7 ms 169-1-21-201.ip.afrihost.co.za [169.1.21.201]
4 9 ms 11 ms 7 ms 77.246.59.84.liquidtelecom.net [77.246.59.84]
5 156 ms 155 ms 158 ms te-0-0-0-15.luk-p1-tho.liquidtelecom.net [5.11.10.220]
6 155 ms 155 ms 151 ms be-3.luk-pe1-tho.liquidtelecom.net [5.11.10.103]
7 148 ms 151 ms 151 ms xe-0-0-10-2.a01.londen12.uk.bb.gin.ntt.net [83.231.146.209]
8 158 ms 159 ms 158 ms ae-7.r05.londen12.uk.bb.gin.ntt.net [129.250.2.184]
9 152 ms 156 ms 158 ms ae-8.r25.londen12.uk.bb.gin.ntt.net [129.250.4.246]
10 159 ms 159 ms 155 ms ae-3.r02.parsfr02.fr.bb.gin.ntt.net [129.250.4.25]
11 167 ms 165 ms 160 ms 185.84.18.246
12 162 ms 167 ms 163 ms 151.101.122.167

Trace complete.

 

[AfriMan]

@Afrigirl @AfriMan I'm trying to sign up for pure fibre but am unable to login to my old Afrihost account. I tried signing up again and was told the email is already in use, so I requested a password reset but the link emailed to me requires me to login, which kind of defeats the object. I tried live chat on your website, but it says the agents are all offline. How can I get my account going again?

EDIT: a new bunch of reset emails came through, and these worked.

Glad you got your login details in the end. Always best not to set your ClientZone username to an email address you might not one day have access to

 

[AfriMan]

@Afrigirl
@AfriMan
@AfriFella

Ok so here's a strange scenario:

I cancelled with my previous ISP (CISP) so as to migrate to the AH Fibre Promo.
That cancellation has been confirmed both on CISP's side and on the VUMA portal.

After some delay (as was the case with a few other forum members here) my AH Fibre account was designated as being "active". That's clearly confirmed as such in the Client Zone.

Yet, even though I rebooted the ONT and router and applied the new log in details as pertaining to my AH account, I'm not connected to the Afrihost network.
That's confirmed on the VUMA portal. According to them I have no active ISP service via Vuma Aerial.

I must add that I do have a working network connection but just not to my "active" Afrihost account, but to my "cancelled" CISP service.

Kindly look into this for me, as well as follow up on Ticket: HJK-334-51549

Sounds like you need to complete the activation step which registers your MAC address on our network and completes the mapping.

Try going to: activate.afrihost.com

You usually just need your cellphone to complete - as long as it's the cell in your CLientZone profile

 

[AfriMan]

Almost the same boat here but my order still says 'order pending' in the client zone. Cisp said line was released, but the line is still active. Cisp say that afrihost should escalate it to vuma dev teams and then afrihost says they cant escalate because the line is still with cisp. At this stage it's a good thing line is still working - hopefully will have net for the weekend. Its almost kind of purgatory.

Because we use DHCP, and not PPPoE, we can't really put the line on our network without the provider making that change on their side.

Best to keep talking to us, while we work with Vuma. I am sure we can get this done for you

 

[AfriMan]

Hi

I cant stream higher than 480p without it buffering.

https://www.speedtest.net/result/8485387576 - speedtest

Tracing route to twitch.map.fastly.net [151.101.122.167]
over a maximum of 30 hops:

1 2 ms 3 ms 3 ms 192.168.0.1
2 3 ms 7 ms 6 ms 102-182-112-1.ip.afrihost.co.za [102.182.112.1]
3 6 ms 7 ms 7 ms 169-1-21-201.ip.afrihost.co.za [169.1.21.201]
4 9 ms 11 ms 7 ms 77.246.59.84.liquidtelecom.net [77.246.59.84]
5 156 ms 155 ms 158 ms te-0-0-0-15.luk-p1-tho.liquidtelecom.net [5.11.10.220]
6 155 ms 155 ms 151 ms be-3.luk-pe1-tho.liquidtelecom.net [5.11.10.103]
7 148 ms 151 ms 151 ms xe-0-0-10-2.a01.londen12.uk.bb.gin.ntt.net [83.231.146.209]
8 158 ms 159 ms 158 ms ae-7.r05.londen12.uk.bb.gin.ntt.net [129.250.2.184]
9 152 ms 156 ms 158 ms ae-8.r25.londen12.uk.bb.gin.ntt.net [129.250.4.246]
10 159 ms 159 ms 155 ms ae-3.r02.parsfr02.fr.bb.gin.ntt.net [129.250.4.25]
11 167 ms 165 ms 160 ms 185.84.18.246
12 162 ms 167 ms 163 ms 151.101.122.167

Trace complete.

I'm getting full source quality on Twitch, even though I'm also watching a 4K series (Wu Assassins, if you like the old kung fu vibes).

Pretty sure Twitch is running great on the network. Your latency also looks pretty much perfect for UK.

 

[vavyn]

@AfriMan

My brother is playing a game where the server is situated in Singapore. Below is the ping with VPN and without.

With VPN
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.8.3.1 - 0 | 7 | 7 | 0 | 1 | 2 | 0 |
| 155.254.115.1 - 0 | 7 | 7 | 1 | 1 | 2 | 1 |
| 10ge8-12.core2.bcn1.he.net - 0 | 7 | 7 | 1 | 1 | 2 | 1 |
| e0-24.core1.dur1.he.net - 0 | 7 | 7 | 8 | 8 | 9 | 8 |
| 10ge0-48.core1.mba1.he.net - 0 | 7 | 7 | 55 | 56 | 62 | 62 |
| 10ge14-6.core1.jib1.he.net - 0 | 7 | 7 | 133 | 133 | 133 | 133 |
| 10ge3-19.core1.sin1.he.net - 0 | 7 | 7 | 212 | 212 | 212 | 212 |
|starhubinternet-as-as4657.e0-49.switch2.sin2.he.net - 0 | 7 | 7 | 213 | 213 | 214 | 213 |
| 203.118.6.86 - 0 | 7 | 7 | 213 | 213 | 214 | 213 |
| 203.116.189.182 - 0 | 7 | 7 | 213 | 213 | 214 | 213 |
| 203.118.6.33 - 0 | 7 | 7 | 213 | 213 | 214 | 213 |
| an-atl-int11.starhub.net.sg - 0 | 7 | 7 | 214 | 214 | 214 | 214 |
| 203.116.9.42 - 0 | 7 | 7 | 213 | 213 | 214 | 213 |
| 203.116.154.186 - 0 | 7 | 7 | 213 | 213 | 213 | 213 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Without VPN
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| dlinkrouter.Dlink - 0 | 10 | 10 | 0 | 0 | 4 | 0 |
| 165-73-56-1.ip.afrihost.joburg - 0 | 10 | 10 | 0 | 0 | 3 | 0 |
| 169-1-21-101.ip.afrihost.co.za - 0 | 10 | 10 | 0 | 0 | 2 | 0 |
| he.ixp.joburg - 0 | 10 | 10 | 1 | 1 | 2 | 1 |
| 196-10-141-42.ixp.durban - 0 | 10 | 10 | 9 | 11 | 22 | 10 |
| 10ge0-48.core1.mba1.he.net - 0 | 10 | 10 | 56 | 56 | 57 | 56 |
| 10ge14-6.core1.jib1.he.net - 0 | 10 | 10 | 134 | 134 | 135 | 134 |
| 10ge3-19.core1.sin1.he.net - 0 | 10 | 10 | 213 | 213 | 218 | 213 |
|starhubinternet-as-as4657.e0-49.switch2.sin2.he.net - 0 | 10 | 10 | 277 | 277 | 278 | 277 |
| 203.118.6.82 - 0 | 10 | 10 | 278 | 278 | 279 | 278 |
| 203.116.189.178 - 0 | 10 | 10 | 267 | 267 | 272 | 267 |
| 203.118.6.29 - 0 | 10 | 10 | 266 | 266 | 272 | 266 |
| an-atl-int11.starhub.net.sg - 0 | 10 | 10 | 279 | 279 | 280 | 279 |
| 203.116.9.42 - 0 | 10 | 10 | 269 | 269 | 271 | 269 |
| 203.116.154.186 - 0 | 10 | 10 | 267 | 267 | 268 | 267 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Possible to optimise?

 

[Vernon]

Sounds like you need to complete the activation step which registers your MAC address on our network and completes the mapping.

Try going to: activate.afrihost.com

All I get for that is "page could not be found". Router details confirm that there is no connection to the net. And if I try to visit other sites it gives me a "connection not secured" warning. And that's as far as it lets me go.

To be clear, I'm using the router provided by Afrihost, with whatever preconfigured details might have been done to it.

And just to ask: other ISP's use a PPPoE connection with Vuma Aerial, for AH it's a dynamic IPv4 connection?

 

[luckystrike]

All I get for that is "page could not be found". Router details confirm that there is no connection to the net. And if I try to visit other sites it gives me a "connection not secured" warning. And that's as far as it lets me go.

To be clear, I'm using the router provided by Afrihost, with whatever preconfigured details might have been done to it.

And just to ask: other ISP's use a PPPoE connection with Vuma Aerial, for AH it's a dynamic IPv4 connection?

As far as i know its only PPPoe on openserve.

Did you set your router to dynamic ip4? And did you get an IP for your WAN connection.

I had the same problem at the start. Turned out frogfootvox didn't competently released my line and i didn't get an IP. After Afrihost sorted it out i got an IP and then only could i activate my service.