Afrihost - Pure Fibre Feedback Thread

[blunt]

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

indeed, nothing wrong with a team of low level support guys but there should be a point where it can be escalated to someone on a higher level

 

[haCid]

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

to add what I got from support;


[12:17, 5/17/2020] xxx: my pc is connected via lan
[12:19, 5/17/2020] Afrihost: To get 500mbps on a speed test on an international server, you would need to setup a VPN or proxy server.
[12:21, 5/17/2020] xxx: haha are you serious?
[12:21, 5/17/2020] xxx: why does people with webafrica not have to do that?
[12:22, 5/17/2020] Afrihost: I am not sure of what services web africa offers.
[12:22, 5/17/2020] xxx: so you reckon, that we pay for 500mbps for national speeds only, if you would like to achieve >50mbps international, you have to fork up more money for a vpn / proxy service?

Its worth a laugh, and still, on 500mb line, not getting anything over 80mbps on international, and they obviously ignoring me.... Also had the 'traceroute' one on my ticket this morning

 

[blunt]

to add what I got from support;


[12:17, 5/17/2020] xxx: my pc is connected via lan
[12:19, 5/17/2020] Afrihost: To get 500mbps on a speed test on an international server, you would need to setup a VPN or proxy server.
[12:21, 5/17/2020] xxx: haha are you serious?
[12:21, 5/17/2020] xxx: why does people with webafrica not have to do that?
[12:22, 5/17/2020] Afrihost: I am not sure of what services web africa offers.
[12:22, 5/17/2020] xxx: so you reckon, that we pay for 500mbps for national speeds only, if you would like to achieve >50mbps international, you have to fork up more money for a vpn / proxy service?

Its worth a laugh, and still, on 500mb line, not getting anything over 80mbps on international, and they obviously ignoring me.... Also had the 'traceroute' one on my ticket this morning

Are AH's 500mbps accounts only 500 for local and lower for intl? Don't see mention of it on their site. If it was then that'd make sense, VPN to a ZA VPN that doesn't get capped internationally..

 

[Tjoker]

Like yesterday, speeds are very good during the morning up now:



Will check again from 15h00 on wards...

 

[Tjoker]

Its starting to drop now:



Had a call from AH FibreOps team, asked me to do the VUMA ISP Handover test, as well as normal tests and send a new mail to support with her name in subject to pick it up. Lets see what happens. The 14:39 test was while I had her on the line, that was FULL speed, and the two subsequently started to drop.

 

[Tjoker]

 

[svenh]

View attachment 848129

This exactly whats happening to me in the afternoon, first the latency goes bad and then the speed drops

 

[Tjoker]

 

[SkippyRamirez]

Yea, at this point any international connectivity via Afrihost is pointless. It’s just been getting worse and worse the last 2 weeks. Local Speedtest I get 100mb, anything international, I’m lucky if I get 2mb.

 

[svenh]

This is my email to AH and where I stand at the moment after my ONT has been "re-provisioned"
Needless to say the issue still persists

Hi Guys,
This whole exercise did not work, my problem is not resolved, what’s next?






From: Mthobisi Malinga [mailto:[email protected]]
Sent: 29 May 2020 12:07 PM
To: [email protected]
Subject: Fw: [FF #591799] Slow connection



________________________________________
From: Gerry Phocus via RT <[email protected]>
Sent: Friday, May 29, 2020 12:05 PM
To: Mthobisi Malinga
Subject: [FF #591799] Slow connection

Dear client,

Please note that we have updated the firmware as well as re-provisioned the
ONT,

The light levels are within spec.

Please test and confirm speeds.

Our Speedtest result requirements are as follow:

Conduct a minimum of 3 x tests.
Connected to the Router with Ethernet Cable – (No WiFi)
Conducted using the speedtest.net app that can be downloaded on the Ooklah App.
https://www.speedtest.net/apps/windows

When doing speedtests, please do the following.

Check for errors on the WAN port of the router
Check what speed and duplex the WAN port has negotiated
Check router average CPU utilization
Check router logs

Once the above has been completed, if the cause for the slow speeds has not
been found, proceed to the steps below.

Reboot the router
Ensure that the Ethernet NIC is 1Gbps capable for client links above 100Mbps
Ensure that a CAT5E or CAT6 ethernet cable is being used to connect to the
router or ONT
Check what speed and duplex the laptop's ethernet adapter has negotiated
Monitor CPU utilization of machine while conducting the speedtest
Run a test to at least three different speedtest servers.
Screenshot all results during testing(throughput and laptop CPU)

Thank you and kindest regards

Gerry Phocas
NOC Support Engineer
Frogfoot (Pty) Ltd.
Tel: +27 21 448 7225
Email: [email protected]
Web: http://www.frogfoot.com

 

[svenh]

Oh by the way AH said I must submit a call me back when the problem start so that they could have a look. Needless to say ......

 

[Tjoker]

Also did not get my callback as promised at 18h00-18h30, problem persisting...





Overall result:

 

[Ace_92_sa]

Yeah it has nothing to do with the FNO which AH doesn’t understand, I got a call back from a support guy and the call lasted for 40mins of that 40mins we spoke for 10mins and for 30mins I was waiting for the support guy to speak to their NOC for feedback but kudos to him for getting back to me at least >> speaking to the support guy I’ve been trying to explain what the issue is and asking him by reading the ticket if he could see an issue and the person agreed that there’s an issue with my line because my latency to Google public DNS should be <5ms but the more I am telling him that I am based in CPT and latency should be around 20ms since traffic routes to JHB etc. nevertheless, he logged a fault with Vuma and they’ll investigate - I know there’s nothing wrong with the line and that my problem will persist since the issue sits on AH network...but let’s see how that goes.

 

[Ace_92_sa]

My Vuma ISP handoff speedtest defaults to JHB server
Trace to AH website too

 

[svenh]

It is just incomprehensible to me that in today's modern age and technology technical network issues still exist that can't be solved by the very service providers that delivers it

 

[svenh]

Wow, look at this, I hope it's fixed now permanently, thank you AH. Oh, and by the way AH I retract my earlier statement about "network issues still exist that can't be solved " see, you can if you want to.

 

[Cav5034]

AH not really to blame for this but yeah... some line providers need to get their act together!!

 

[Tjoker]

Wow, look at this, I hope it's fixed now permanently, thank you AH. Oh, and by the way AH I retract my earlier statement about "network issues still exist that can't be solved " see, you can if you want to.
View attachment 848291

What was the issue? You based in CPT as well?

 

[svenh]

Well, I got exited to soon, we are back to square 1 just mere minutes later. This is now actually starting to get confusing for me because I have to retract the "thank you AH" statement and re-instate this statement " It is just incomprehensible to me that in today's modern age and technology technical network issues still exist that can't be solved by the very service providers that delivers it "

 

[cavedog]

Yeah it has nothing to do with the FNO which AH doesn’t understand, I got a call back from a support guy and the call lasted for 40mins of that 40mins we spoke for 10mins and for 30mins I was waiting for the support guy to speak to their NOC for feedback but kudos to him for getting back to me at least >> speaking to the support guy I’ve been trying to explain what the issue is and asking him by reading the ticket if he could see an issue and the person agreed that there’s an issue with my line because my latency to Google public DNS should be <5ms but the more I am telling him that I am based in CPT and latency should be around 20ms since traffic routes to JHB etc. nevertheless, he logged a fault with Vuma and they’ll investigate - I know there’s nothing wrong with the line and that my problem will persist since the issue sits on AH network...but let’s see how that goes.

A test from various lines around CPT all routing through 169.1.21.1 shows no loss on that router. The issue definitely not on that router. All or most of CPT would be going through this router if it was general issue there would be more reports.



It's a very complicated issue it seems. Line looks fine but anything out is lossy.