Afrihost - Pure Fibre Feedback Thread

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Did my free upgrade this afternoon from 20/20 to 50/25 and have 2 issues:
1. Speedtest still shows only 20/20 while ClientZone shows 50/25
2. Also see I have been double billed for October (Invoices IN26401569 & IN26551407)
:crying:
 
@AfriMan, @AfriFella - Hi, Im struggling to get my line speed on frogfoot for a while now. I get less than 50% of 100Mbps most times when I run speedtests, and quite often even less than 20%. International is just abysmal (about 15% of line speed ).

I logged a ticket and the suppport guy have reset my connection twice now and I've rebooted my equipment many times, but it's just not performing the way it should and what I pay for.

I have seen the odd speedtest over 90Mbps, so I know it's possible.

What i also notice is that I i keep changing where i authenticate. One moment is JHB, then CTN. And this seem to happen even if I don't restart my router. I just notice going offline, and when it returns im suddenly in CTN where as before I was in JHB and vice versa.

I'm on a 100/10 on FF in PLZ

Can someone please help me sort this out please.

Ticket no is : EZT-902-70209
 
Cirala said:
Did my free upgrade this afternoon from 20/20 to 50/25 and have 2 issues:
1. Speedtest still shows only 20/20 while ClientZone shows 50/25
2. Also see I have been double billed for October (Invoices IN26401569 & IN26551407)
:crying:
Click to expand...

Good morning,

I think I will post a long message as a general notice because what you are experiencing everyone will that takes up the free upgrades.

So as some of you have noticed we are offering the free double speed promo to existing Openserve clients in their clientzone. This promo is an Afrihost promo and it's something we offer to say thank you for using us as your ISP. This means that Openserve and other ISPs won't know about this promo as its an in house offer offered by us.

Because of this. There were some changes we had to make to make sure things run smoothly. The first change is we need to place line upgrade orders with Openserve as they aren't giving us the upgrades for free. Secondly we need you to be on the upgraded package on our side to make sure you get the speeds of the upgraded package.

Our system is designed in such a way that is bills x amount for that speed. This means we need to apply a price override. As you know invoices are generated for the following month on the 22nd of each month. If you apply for the free upgrade or even a paid upgrade after the 22nd it means the invoice we sent you is not longer valid. The system will credit that invoice and generate a new one and call it "Change processor"

In some cases clients might think they are getting billed 2 times but the old invoice has been credited already so that is not going to happen. The new Invoice will have the full price of the upgraded package but it will also show a discount.

The get the full picture of the account you can pull an account history in clientzone to see exactly what is happening.

Second issue relating to speed. We apply policies to each account to make sure they don't get abused. If you have a 10Mbps line we limit the account to 10Mbps. This is to prevent people from buying a 10Mbps fibre service and using it on a second line or maybe a 200Mbps.

When an upgrade is submitted the policy gets moved to the upgraded speed. This happens once a day for all fibre clients to make sure they are on the correct policy. If your upgrade completed during the day then the speeds will be as they should by midnight that day or you can send me a pm @AfriNatic to speed it up for you.


Very long post but I hope that clarifies some of the process. :)
 
Fjorko said:
@AfriMan, @AfriFella - Hi, Im struggling to get my line speed on frogfoot for a while now. I get less than 50% of 100Mbps most times when I run speedtests, and quite often even less than 20%. International is just abysmal (about 15% of line speed ).

I logged a ticket and the suppport guy have reset my connection twice now and I've rebooted my equipment many times, but it's just not performing the way it should and what I pay for.

I have seen the odd speedtest over 90Mbps, so I know it's possible.

What i also notice is that I i keep changing where i authenticate. One moment is JHB, then CTN. And this seem to happen even if I don't restart my router. I just notice going offline, and when it returns im suddenly in CTN where as before I was in JHB and vice versa.

I'm on a 100/10 on FF in PLZ

Can someone please help me sort this out please.

Ticket no is : EZT-902-70209
Click to expand...

Morning,

I see you were on our JHb vlan and then moved to the CPT vlan which is incorrect. I would need to have FrogFoot change that to the correct vlan.
 
Fjorko said:
@AfriMan, @AfriFella - Hi, Im struggling to get my line speed on frogfoot for a while now. I get less than 50% of 100Mbps most times when I run speedtests, and quite often even less than 20%. International is just abysmal (about 15% of line speed ).

I logged a ticket and the suppport guy have reset my connection twice now and I've rebooted my equipment many times, but it's just not performing the way it should and what I pay for.

I have seen the odd speedtest over 90Mbps, so I know it's possible.

What i also notice is that I i keep changing where i authenticate. One moment is JHB, then CTN. And this seem to happen even if I don't restart my router. I just notice going offline, and when it returns im suddenly in CTN where as before I was in JHB and vice versa.

I'm on a 100/10 on FF in PLZ

Can someone please help me sort this out please.

Ticket no is : EZT-902-70209
Click to expand...

FrogFoot has change it to the correct clan settings now. Please test and check your connection. Your current vlan settings allows you to terminate in CPT.
 
AfriNatic said:
Good morning,

I think I will post a long message as a general notice because what you are experiencing everyone will that takes up the free upgrades.

So as some of you have noticed we are offering the free double speed promo to existing Openserve clients in their clientzone. This promo is an Afrihost promo and it's something we offer to say thank you for using us as your ISP. This means that Openserve and other ISPs won't know about this promo as its an in house offer offered by us.

Because of this. There were some changes we had to make to make sure things run smoothly. The first change is we need to place line upgrade orders with Openserve as they aren't giving us the upgrades for free. Secondly we need you to be on the upgraded package on our side to make sure you get the speeds of the upgraded package.

Our system is designed in such a way that is bills x amount for that speed. This means we need to apply a price override. As you know invoices are generated for the following month on the 22nd of each month. If you apply for the free upgrade or even a paid upgrade after the 22nd it means the invoice we sent you is not longer valid. The system will credit that invoice and generate a new one and call it "Change processor"

In some cases clients might think they are getting billed 2 times but the old invoice has been credited already so that is not going to happen. The new Invoice will have the full price of the upgraded package but it will also show a discount.

The get the full picture of the account you can pull an account history in clientzone to see exactly what is happening.

Second issue relating to speed. We apply policies to each account to make sure they don't get abused. If you have a 10Mbps line we limit the account to 10Mbps. This is to prevent people from buying a 10Mbps fibre service and using it on a second line or maybe a 200Mbps.

When an upgrade is submitted the policy gets moved to the upgraded speed. This happens once a day for all fibre clients to make sure they are on the correct policy. If your upgrade completed during the day then the speeds will be as they should by midnight that day or you can send me a pm @AfriNatic to speed it up for you.


Very long post but I hope that clarifies some of the process. :)
Click to expand...
Thanks for the explanation @AfriNatic !
Looks like the policy has been updated, getting 40+ download now.
Cheers, enjoy your day
 
Anyone else on Openserve 100/50, how close to 100 do you normally get on your speedtest? Seems mine never really breaks above 93.

Yes I'm testing on gigabit (Mikrotik RB493G to Amplifi HD / Dell Powerconnect 2824) even via a bonded dual gigabit connection to my QNAP nas..
 
blunt said:
Anyone else on Openserve 100/50, how close to 100 do you normally get on your speedtest? Seems mine never really breaks above 93.

Yes I'm testing on gigabit (Mikrotik RB493G to Amplifi HD / Dell Powerconnect 2824) even via a bonded dual gigabit connection to my QNAP nas..
Click to expand...

Yes that is about the limit. 93-95Mbps for the Openserve 100 and 194-195 for the Openserve 200.

You double checked the WAN port negotiated 1000Mbps to the ONT because I've seen that quite a lot hey. The WAN port sometimes get 100Mbps and that can cause a bottleneck.
 
AfriNatic said:
Yes that is about the limit. 93-95Mbps for the Openserve 100 and 194-195 for the Openserve 200.

You double checked the WAN port negotiated 1000Mbps to the ONT because I've seen that quite a lot hey. The WAN port sometimes get 100Mbps and that can cause a bottleneck.
Click to expand...
Ah ha, good catch, it was negotiating at 100mb.. changed the settings remotely and it didn't work - will fix when I'm home
 
AfriNatic said:
FrogFoot has change it to the correct clan settings now. Please test and check your connection. Your current vlan settings allows you to terminate in CPT.
Click to expand...
So far it seems better...thanks
 
blunt said:
Anyone else on Openserve 100/50, how close to 100 do you normally get on your speedtest? Seems mine never really breaks above 93.

Yes I'm testing on gigabit (Mikrotik RB493G to Amplifi HD / Dell Powerconnect 2824) even via a bonded dual gigabit connection to my QNAP nas..
Click to expand...
When I still had OS, my 100/50 was normally in the 96/47 range, sometime a bit higher, sometime a bit lower
 
AfriNatic said:
Yes that is about the limit. 93-95Mbps for the Openserve 100 and 194-195 for the Openserve 200.

You double checked the WAN port negotiated 1000Mbps to the ONT because I've seen that quite a lot hey. The WAN port sometimes get 100Mbps and that can cause a bottleneck.
Click to expand...
Luke7777 said:
When I still had OS, my 100/50 was normally in the 96/47 range, sometime a bit higher, sometime a bit lower
Click to expand...

Ended up actually being the connection from the Mikrotik to the Dell switch that was negotiating at 100Mbps because of the network cable being used (one of those short flat ones), swapped that out and now it's at 1Gbps and my speedtests are hitting 96.8 now
 
blunt said:
Ended up actually being the connection from the Mikrotik to the Dell switch that was negotiating at 100Mbps because of the network cable being used (one of those short flat ones), swapped that out and now it's at 1Gbps and my speedtests are hitting 96.8 now
Click to expand...

Nice! :)
 
AfriNatic said:
Let me know how it performs ;)
Click to expand...

Well, local is hit and miss - some speedtest servers gives good speeds and others don't ( like yourselves :unsure: ), so i'll give benefit of the doubt there that local is OK, but international is still very poor .

Here are a few tests i did just now...

1600968852426.png
 
Fjorko said:
Well, local is hit and miss - some speedtest servers gives good speeds and others don't ( like yourselves :unsure: ), so i'll give benefit of the doubt there that local is OK, but international is still very poor .

Here are a few tests i did just now...

View attachment 921149
Click to expand...


Are you using windows?

Can you run this command as administrator and then restart thee pc and see if it improved the speeds at all.

netsh int tcp set global autotuninglevel=normal
 
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