Afrihost Uncapped ADSL Feedback (Pt2)

[AfriMan]

Speeds seem good tonight for a change, getting full speed on torrents on 10Mbps uncapped

Awesome - glad to hear it

 

[AfriMan]

Same here, speeds are quite good for a change.

Thanks Afripeople and sorry for being such a pain.

I know you all do what you can to help us and we can be VERY dificult!

We don't mind going the extra mile to assist our clients - it's what we're here for.

Just a note though - shouting at us doesn't make us work faster. If anything it makes it harder for us to focus on helping, especially when it gets more unpleasant.

So if we all treat each other with respect - we'll all get what we want in the end

 

[AfriMan]

Hi AfriMan
Send you a PM.
But speeds are horrendous you can not use this package.
I joined on the 1st of December. But have not used this account barely due to speed issues.
1KB/s download on a 4MB/s account, worse then a 56Kb/s modem.

Just to be clear, we're talking mega-bits per second, not megabytes per second - cos otherwise it skews the whole issue.

Did you recently upgrade or are you using an Uncapped account?

Can you PM me with details so I can look into this for you?

 

[IzZzy]

Line ran perfectly on the weekend. Thanks for trying to get my sync back up (although it came in the middle of some BF4 )

 

[AfriMan]

Hi Zertop

This happens to me all the time, on two different accounts. OW and Afrihost.
Did get a 1Gig free account from Afrihost. This was flying till 8pm. Seen one torrents download at 315KB/s plus.
Rest of the time I made comparison of speed test.

Both are OW Gold Leon account and the other is 4MBps Afrihost.
I have seen Afrihost at times over 251KB/s download speeds. I mean at times. Normally averages at 100KB/s. Totday at a crawl since after 9am.
OW is most at the time stable. Download speed of 355KB/s observed. Since after 9am to a steady crawl of 30KB/s download.

Go figure. I have reported this to TelkomZA and was noted to move my ADSL port to a different one.
Depends if another port is available.

Sounds like there may be a gradual loss of sync on the line, or congestion on the
exchange. When you reboot your session and port when you change accounts, it will refresh your sync - which is why changing accounts in quick succession is sometimes misleading. You need to let the line "settle" sometimes to see if the symptoms return.

 

[AfriMan]

You now it takes 2 to tango, no?
You know AH won't shape your acc after just a couple days membership, right?
In my experience you first need to download at least half of the interwebz before they start getting fidgety. And then some before they go "Uh oh!" and pull the switch on you.
In most cases the problem is somehow connected to their dance partner, Telkom. In fact I'd reckon 90% of all connectivity probs are caused somewhere between your house and the local multiplexer. Is your Telkom line even fit to handle the 4MB in the first place? Call 10210 and have them test and confirm your line is syncing stable. Got an unreasonable amount of packet loss? Lots of peaks? Noise, attenuation, all that techy stuff? Then ask for a port reset or, even better, a redesign.

Generally your line is the cause of many issues - just based on the issues I've dealt with. Bad weather or increased subscription can cause massive changes to your experience, it's really hard to to know when and how you could be affected. It's always good to test against the Telkom Guest account and compare and also we aware if there is a latency, throughput or sync issue (you can use our Test My Line feature in ClientZone to get your line sync or read it off your router)

 

[AfriMan]

100kB you say? Sounds like exchange limiting your speed. I'd hazard a guess here that your traceroutes show no high latency hops either.

I had this self same problem - search a view pages back - and it was resolved when telkom upgraded the backhaul throughput from my mini DP to the main exchange.

In a nutshell what is happening here is that as soon as the DP where you are connected detect any congestion - by why of higher latency - it will kick in a QoS that effectively quarters PPPoE connections. When this happened to me all accounts I tested - 3 ISPs's capped and uncapped performed exactly the same.

Here is to hoping Telkom sorts you out!

PS: Since telkom upgraded the backhaul throughput my line as been humming along at 440kB So keep hope that it get's fixed man!

Interestingly enough, we raised this issue with Telkom and the denied that this is something that they do. We've asked them investigate further and contact the tech who conveyed this.

I really do hope that it's not the case. Even though it would explain some of the issues we see, it's not really easy for anyone to pick up and would cause mass confusion

 

[AfriMan]

I have also had terrible issues again. Emailed critical care but honestly I think I am going to start looking around for another ISP. I am sorry that I have wasted so much time and money for CRAP! Over it. I beg and plead and complain but nothing gets done. It is also clear from other posts on this thread that I am NOT the only one.

Now just because this is interesting I will post it here. When I was speaking to a guy in the call center earlier, he admitted to me that these uncapped accounts are problematic! He then recommended I switch to capped. That is not an option for me.

Afrihost has this week to fix this issue or I will expect them to honor their double money back guarantee which I will then use to find a better ISP. Besides this I will also go out of my way to document my experience and inform as many people as possible how it turns out including posting all correspondence. I have had it now with bad service.

We did have an issue over the weekend where some of our Uncapped accounts behaved strangely. We saw that they were displaying Capped errors and in some cases being shaped incorrectly. This was resolved around 8pm or so last night, and we did have a message up on the website.

Very sad to see this, particularly when you just posted a positive comment just a few posts back. Unfortunately there will always be the possibility of technical issues, but we strive to back this up with excellent client service to ensure that our clients never feel alone - and I think we have let you down here.

If your issue was the same as what I've described above - then it should be resolved. If not, please drop me a PM

 

[kripstoe]

...back this up with excellent client service to ensure that our clients never feel alone - and I think we have let you down here.

This isn't a reflection on you AfriMan, but AH support is dropping the ball imho. Like I just mentioned in another thread, it's not the same support that we were used to. The high standard that AH set themselves and the industry might be catching up to the support guys.

 

[AfriMan]

@Zertop and others.

It started to get some speed after 2pm. Varies a lot. Yes I sync at 4096 and 512 all the times. I did reset my port twice already.
My D-Link modem does not report any looses etc.

I need to take the fight to Telkom.

OW speeds are fine since 2pm.
OW and AH say Telkom but don't give me concrete pointers what I could tell Telkom to look at.
TelkomZA reported back also that they will look into it, like moving my port if their is any.

HermanTheGerman my D-link modem tells my up to 11MBps download and 1024MBps upload can be achived.

Are their no Post Office techies on this forum that could pounder on my problem.

We'd need more concrete test results to really know what might be happening here. It sounds as though there might be a line issue but we'd need to do more testing to be absolutely due

 

[AfriMan]

Possible, yes. Not all of them though. Getting annoyed at the amount of "support" I'm getting. Reps not doing anything, Twitter team ignoring my DM's. The last time i tried live chat support, there was no one online.

Sorry to hear that. Our guys are all getting ready for a bit of a break - so I don't think any of us were doing much posting here on the weekend. I did see that our Twitter and Facebook teams were replying, so not sure how they missed your post.

Please PM me so I can help you out

 

[AfriMan]

This isn't a reflection on you AfriMan, but AH support is dropping the ball imho. Like I just mentioned in another thread, it's not the same support that we were used to. The high standard that AH set themselves and the industry might be catching up to the support guys.

At the end of the day, we're all part of the same team. If we share each other's successes, then we should also own all our collective failures. I know that support levels are not what they should be. We don't have as many staff as we'd like, though I am very happy to see that we're doing very rigorous training with our new staff - and retraining many of our existing staff as well to try to improve first time solutions for tickets and calls.

I can promise that we'r recruiting, training, consolidating and using every means available to improve our support and to make the overall Afrihost experience as awesome as it should be.

 

[vicv]

At the end of the day, we're all part of the same team. If we share each other's successes, then we should also own all our collective failures. I know that support levels are not what they should be. We don't have as many staff as we'd like, though I am very happy to see that we're doing very rigorous training with our new staff - and retraining many of our existing staff as well to try to improve first time solutions for tickets and calls.

I can promise that we'r recruiting, training, consolidating and using every means available to improve our support and to make the overall Afrihost experience as awesome as it should be.

Tell Gian I'm still waiting for my interview. Guess I'm not good enough

 

[HowTo]

Hi AfriMam

Originally Posted by HowTo

@Zertop and others.

It started to get some speed after 2pm. Varies a lot. Yes I sync at 4096 and 512 all the times. I did reset my port twice already.
My D-Link modem does not report any looses etc.

I need to take the fight to Telkom.

OW speeds are fine since 2pm.
OW and AH say Telkom but don't give me concrete pointers what I could tell Telkom to look at.
TelkomZA reported back also that they will look into it, like moving my port if their is any.

HermanTheGerman my D-link modem tells my up to 11MBps download and 1024MBps upload can be achived.

Are their no Post Office techies on this forum that could pounder on my problem.
We'd need more concrete test results to really know what might be happening here. It sounds as though there might be a line issue but we'd need to do more testing to be absolutely due

Need more info what type of tests I must to at home when this slow down happens. Not much will be done during the silly season currently underway. Test were requested from me was Speed, ping and tracert. This would be from AH account and Telkom guest account. What I found that under Telkom guest account I could only do Speed test others like ping and tracert I could not do? But I need to get all these test completed and saved.

It sounds as though there might be a line issue but we'd need to do more testing to be absolutely due

 

[vicv]

Sorry to hear that. Our guys are all getting ready for a bit of a break - so I don't think any of us were doing much posting here on the weekend. I did see that our Twitter and Facebook teams were replying, so not sure how they missed your post.

Please PM me so I can help you out

PM sent. Forgot to add line number, sent 2nd PM.

 

[AfriMan]

Uncapped:

Speedtest:

Pingtest:


Local Tracert:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Vic>tracert afrihost.co.za

Tracing route to afrihost.co.za [197.242.144.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 11 ms 10 ms 11 ms 105-236-4-129-esr-lo.mtnbusiness.co.za [105.236.
4.129]
3 15 ms 14 ms 13 ms ipc-recieve-rb-3a.za.mtnbusiness.net [41.181.178
.77]
4 18 ms 19 ms 19 ms rb-dca-2.za--rb-cr-1.za-a.mtnns.net [196.44.31.1
20]
5 15 ms 14 ms 15 ms jh-cr-1.za--rb-cr-2.za.mtnns.net [196.44.0.42]
6 14 ms 14 ms 43 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
7 19 ms 18 ms 16 ms 196.44.31.99
8 16 ms 17 ms 17 ms ge10-1-1sub0.te3.jnb6.za.mtnbusiness.net [196.31
.220.8]
9 16 ms 16 ms 16 ms tengigabitethernet9-1.gw21.jnb6.za.mtnbusiness.n
et [196.31.220.27]
10 15 ms 15 ms 15 ms tengigabitethernet5-2.hr15.jnb6.za.mtnbusiness.n
et [196.31.63.194]
11 28 ms 30 ms 30 ms cms-gm.afrihost.com [197.242.144.102]

Trace complete.

C:\Users\Vic>

International Tracert:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Vic>tracert thinkbroadband.com

Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 70 ms 65 ms 61 ms 105-236-4-129-esr-lo.mtnbusiness.co.za [105.236.
4.129]
3 53 ms 57 ms 58 ms ipc-recieve-rb-3a.za.mtnbusiness.net [41.181.178
.77]
4 35 ms 29 ms 30 ms rb-cr-1.za--rb-dca-1.za-a.mtnns.net [196.44.0.14
6]
5 33 ms 29 ms 30 ms jh-cr-2.za--rb-cr-1.za-a.mtnns.net [196.44.31.95
]
6 42 ms 43 ms 45 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
7 229 ms 223 ms 215 ms linx-gw1.thn.ncuk.net [195.66.224.240]
8 255 ms 252 ms 246 ms gi1-24-10-star1.core-rs2.thdo.ncuk.net [80.249.9
7.9]
9 230 ms 234 ms 246 ms www.thinkbroadband.com [80.249.99.130]

Trace complete.

C:\Users\Vic>

Capped:

Speedtest:

Pingtest:


Local Tracert:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Vic>tracert afrihost.co.za

Tracing route to afrihost.co.za [197.242.144.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 73 ms 74 ms 70 ms 105-236-4-129-esr-lo.mtnbusiness.co.za [105.236.
4.129]
3 31 ms 30 ms 31 ms ipc-recieve-rb-2a.za.mtnbusiness.net [41.181.178
.65]
4 38 ms 39 ms 38 ms rb-cr-1.za--rb-dca-1.za-a.mtnns.net [196.44.0.14
6]
5 37 ms 35 ms 36 ms jh-cr-2.za--rb-cr-1.za-a.mtnns.net [196.44.31.95
]
6 13 ms 14 ms 14 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
7 16 ms 15 ms 16 ms 196.44.31.99
8 46 ms 43 ms 41 ms 196.30.1.53
9 * 42 ms 41 ms tengigabitethernet9-1.gw21.jnb6.za.mtnbusiness.n
et [196.31.220.27]
10 15 ms 15 ms 15 ms tengigabitethernet5-2.hr15.jnb6.za.mtnbusiness.n
et [196.31.63.194]
11 27 ms 30 ms 32 ms cms-gm.afrihost.com [197.242.144.102]

Trace complete.

C:\Users\Vic>

International Tracert:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Vic>tracert thinkbroadband.com

Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 19 ms 18 ms 17 ms 105-236-4-129-esr-lo.mtnbusiness.co.za [105.236.
4.129]
3 35 ms 35 ms 35 ms ipc-recieve-rb-2a.za.mtnbusiness.net [41.181.178
.65]
4 20 ms 23 ms 25 ms rb-cr-1.za--rb-dca-1.za-a.mtnns.net [196.44.0.14
6]
5 25 ms 24 ms 23 ms jh-cr-2.za--rb-cr-1.za-a.mtnns.net [196.44.31.95
]
6 30 ms 31 ms 33 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
7 230 ms 238 ms 251 ms linx-gw1.thn.ncuk.net [195.66.224.240]
8 237 ms 232 ms 222 ms gi1-24-10-star1.core-rs2.thdo.ncuk.net [80.249.9
7.9]
9 231 ms 226 ms 226 ms www.thinkbroadband.com [80.249.99.130]

Trace complete.

C:\Users\Vic>

Telkom Guest Account:

Local Tracert:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Vic>tracert telkom.co.za

Tracing route to telkom.co.za [196.43.22.222]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 73 ms 72 ms 71 ms dsl-165-145-36-01.telkomadsl.co.za [165.145.36.1
]
3 * ^C
C:\Users\Vic>

Line Stats:

ADSL Link: Downstream/Upstream
Link Rate: 1024 Kbps/512 Kbps
Attenuation: 54.0 dB/31.5 dB
Noise Margin: 18.6 dB/14.0 dB

Looks like your ping is always high on the second hop - even using the Telkom account. Suggests congestion or a bad line

 

[HowTo]

@Vic
What I have seen under the Telkom guest account I think you only allowed to do speed Test.
I also did not get a result using ping or tracert.

 

[vicv]

@Vic
What I have seen under the Telkom guest account I think you only allowed to do speed Test.
I also did not get a result using ping or tracert.

Yes, you can only ping / tracert telkom.co.za while on their guest account

 

[vicv]

Got a question, looking at getting unotelly for netflix and hulu. Would these services be affected by shaping?

 

[Indie]

Shaped at this time. I give up on this service