Afrihost Uncapped ADSL Feedback (Pt3)

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Hi Afriman,

I have one of your free 1gb capped accounts, but every time i try and connect to it it just never does? Does it have the same type of authentication as your uncapped accounts where when you connect from a different line number it will not connect?
 
I mentioned yesterday that browsing is a bit slow for me and that my mic is breaking up when I game on PS3.
I was asked to post test results:
Ping Test:

ping 197.242.144.102

64 bytes from 197.242.144.102: icmp_req=1 ttl=58 time=39 ms
64 bytes from 197.242.144.102: icmp_req=2 ttl=58 time=43 ms
64 bytes from 197.242.144.102: icmp_req=3 ttl=58 time=37 ms
64 bytes from 197.242.144.102: icmp_req=4 ttl=58 time=37 ms
64 bytes from 197.242.144.102: icmp_req=5 ttl=58 time=38 ms


ping 8.8.8.8

64 bytes from 8.8.8.8: icmp_req=1 ttl=45 time=207 ms
64 bytes from 8.8.8.8: icmp_req=2 ttl=45 time=210 ms
Request timeout for icmp_seq 3
64 bytes from 8.8.8.8: icmp_req=4 ttl=45 time=205 ms
Request timeout for icmp_seq 5



Trace Test:

traceroute -n 197.242.144.102

1 192.168.1.1 1 ms 1 ms 1 ms
2 105.236.8.1 8 ms 9 ms 8 ms
3 41.181.53.2 27 ms 63 ms 25 ms
4 41.181.198.1 19 ms 18 ms 18 ms
5 196.44.18.2 20 ms 20 ms
196.44.31.1 20 ms
6 196.44.31.6 45 ms 45 ms 45 ms
7 196.44.0.2 45 ms 45 ms
196.44.31.9 45 ms
8 196.30.1.5 38 ms 40 ms 38 ms
9 196.31.220.2 41 ms 41 ms 40 ms
10 196.31.63.2 47 ms 47 ms
196.30.42.1 40 ms
11 197.242.144.1 38 ms 37 ms 38 ms


traceroute -n 8.8.8.8

1 192.168.1.1 1 ms
2 105.236.8.1 8 ms
3 41.181.198.1 26 ms
4 196.44.18.2 82 ms
5 196.44.31.1 27 ms
6 196.44.31.6 51 ms
7 72.14.194.7 76 ms
8 Request timed out *



DNS Test:

nslookup www.afrihost.com

Name: www.afrihost.com
Address: 197.242.144.102


nslookup www.google.com

Name: www.google.com
Address: 173.194.34.177
Name: www.google.com
Address: 173.194.34.179
Name: www.google.com
Address: 173.194.34.178
Name: www.google.com
Address: 173.194.34.176
Name: www.google.com
Address: 173.194.34.180


nslookup thishouldfail.afrihost.com

** server can't find thisshouldfail.com: NXDOMAIN
Click to expand...

Edit:
These test were done just before 18:00.
 
Do we not yet have an ETA on when we can expect IPC capacity upgrades in the South? I dunno what the hell changed in the last month, but shaping to 6% line speed is the norm nowadays.
 
aktor said:
Do we not yet have an ETA on when we can expect IPC capacity upgrades in the South? I dunno what the hell changed in the last month, but shaping to 6% line speed is the norm nowadays.
Click to expand...

I think to many of us jumped ship too AH.
I haven't been unshaped since last week Friday, not while I was awake any how.
 
hammell said:
Just signed up today for a 6mb business DSL package and am having major nntp issues. This morning was running fine but now using news.afrihost.co.za or my xennews account I'm getting 0 kb/s. Any ideas? Have logged a support call.
Click to expand...

Is protocol prioritisation disabled in clientzone?
 
BladeV2.0 said:
Hi Afriman,

I have one of your free 1gb capped accounts, but every time i try and connect to it it just never does? Does it have the same type of authentication as your uncapped accounts where when you connect from a different line number it will not connect?
Click to expand...

Yes, you will have to ask them to link the account to the line
 
Hi Afriman,

!!!PLEASE HELP!!!

I do not like to complain but after a month of intermittent internet and atrocious support I’m at wits end.

My story do far:
I switched from MWEB to your company after realizing that I have been shafted with bandwidth.
I was on their premium uncapped account. Their support people were excellent and I was very sad to leave them, but unfortunately I firmly believe that I want a quality product for the hard earned cash that I am spending on the product.
I am not going to rant and rave about their lack of bandwidth or shaping on a premium account.

I joined your company in December (2Meg ADSL business package) and was extremely happy with the speed and efficiency of your support staff. Your internet was lightning fast and I was extremely happy with your service.

--HOWEVER--

Things have changed drastically. On the 1st of this month I realised that something was drastically wrong with my lightning fast internet. The connections dropped for no reason. Throughput sucked and the best that I could achieve was just over 1 Meg on a 2 Meg line with speed testing.
Downloading something showed the true extend of the throughput woes. I could not achieve more than 10kb downloads. I won’t speculate about shaping services as it clearly indicates that shaping was applied here.
I won’t even talk about gaming as that was non-existent.
So I waited 2 days amidst my young ones crying about their beloved games and friends they could not play and speak with. I thought that it would pass but things got steadily worse.

I logged my first call on the 4th (call id: [WSC #WID-629-97794]) desperate to get my internet going again. To my surprise no response except for the automated one.
I tried again on the 5th (Call BSF-365-21388) involving accounts to try and get a response….. the same effect.
I called on the 6th and someone tried to assist over the phone, but the problem still remained.
I then received a sms asking how the service was and I rated the poor guy down as I was frustrated.
A quality controller (Keenan and Clayton later) contacted me and promised to intervene.
I finally received a response on the 7th asking that I should do some tests and forward the results.
I did this but only received a response on the 9th from Ronny stating that my noise ratio is low and that he is escalating to 2nd line support.
On the 10th Emmanuel responds with a Telkom fault number (28BTK090214) saying that there is definitely a problem with my line.

So 6 days to troubleshoot, but that is not the end of the story yet!

It seemed like someone was working on the problem as we sometimes actually had functional internet. Some days were better than others, but conditions changed rapidly the whole time.
But since Tuesday things have turned for the worse again
My router is now indicating for the last couple of days that my line is downgraded to 1Meg even though I’m paying Afrihost for a 2 Meg line.

It’s now 17 days later and not once did I get feedback to my problem!
Do I maybe expect too much for my hard earned cash here?
I just ask the courtesy of letting me know that someone is actually managing my incident and escalating to Telkom (I assume it’s still Telkom’s issue) that the problem is still not resolved.
I get the feeling after asking for an update yesterday again (and once again no response) that it is just too much to ask for common courtesy to update clients on their incidents.
At least I can praise MWEB there! They always updated me via e-mail and even called me to update me regularly on my status of my incidents with them. They escalated to Telkom that even the account managers from Telkom let me know that it was escalated again. Their support is top notch and I seriously think that after my experience so far with Afrihost that you guys can learn from them.

Please restore my faith in your company as I am seriously considering taking my business elsewhere.
 
RoMark said:
I think to many of us jumped ship too AH.
I haven't been unshaped since last week Friday, not while I was awake any how.
Click to expand...

Same here. I usually spike up to around 50% randomly after midnight, but rarely full capacity. I was also rarely shaped even during peak hours before that though :/.

Edit:
Ok now I'm getting very diminished browsing speeds. Did a google ping and trace only to timeout on most. Following a port reset their still not looking impressive.

Tracing route to google.com [173.194.41.78]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms login.router [10.0.0.2]
2 626 ms 621 ms 674 ms 105-236-8-129-esr-lo.mtnbusiness.co.za [105.236.
8.129]
3 742 ms 735 ms 380 ms ipc-send-tb-3a.mtnbusiness.net [41.181.53.214]
4 34 ms 33 ms 33 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
5 26 ms 27 ms 26 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 208 ms 211 ms 252 ms ls-cr-2.uk--tb-cr-1.za.mtnns.net [196.44.31.113]

7 183 ms 180 ms 186 ms am-cr-1.nl--ls-cr-2.uk-a.mtnns.net [196.44.31.18
3]
8 306 ms 177 ms 177 ms am-tpr-1.nl--am-cr-1.nl-a.mtn.net [209.212.111.1
41]
9 178 ms 178 ms 178 ms core2.ams.net.google.com [195.69.145.100]
10 180 ms 220 ms 188 ms 209.85.254.90
11 181 ms 228 ms 180 ms 209.85.253.249
12 * * 836 ms 209.85.240.29
13 972 ms * * 209.85.245.3
14 948 ms 956 ms * 72.14.238.51
15 989 ms * * google.com [173.194.41.78]
16 578 ms 444 ms 428 ms google.com [173.194.41.78]

Trace complete.

Pinging google.com [173.194.41.78] with 32 bytes of data:
Request timed out.
Reply from 173.194.41.78: bytes=32 time=750ms TTL=53
Reply from 173.194.41.78: bytes=32 time=828ms TTL=53
Reply from 173.194.41.78: bytes=32 time=963ms TTL=53

Ping statistics for 173.194.41.78:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 750ms, Maximum = 963ms, Average = 847ms
Click to expand...
 
Last edited:
Gaaaaah. Seriously contemplating switching ISPs! I'm having serious issues with my Afrihost 2MB uncapped line in Durban and Diablo III. Bad latency spikes and ping between 400ms - 2000MS. The game is unplayable. My mates on other ISPs are playing the game just fine. What is going on Afrihost? This has been going on for a while.
 
Quag said:
Same here. I usually spike up to around 50% randomly after midnight, but rarely full capacity. I was also rarely shaped even during peak hours before that though :/.

Edit:
Ok now I'm getting very diminished browsing speeds. Did a google ping and trace only to timeout on most. Following a port reset their still not looking impressive.
Click to expand...

You've got some serious congestion there
 
lord_spaceman said:
Gaaaaah. Seriously contemplating switching ISPs! I'm having serious issues with my Afrihost 2MB uncapped line in Durban and Diablo III. Bad latency spikes and ping between 400ms - 2000MS. The game is unplayable. My mates on other ISPs are playing the game just fine. What is going on Afrihost? This has been going on for a while.
Click to expand...

Have you run any tests to rule out line faults?
 
hammell said:
Just signed up today for a 6mb business DSL package and am having major nntp issues. This morning was running fine but now using news.afrihost.co.za or my xennews account I'm getting 0 kb/s. Any ideas? Have logged a support call.
Click to expand...

Hi Hammell,

Please would you visit the new clientzone, go to your business DSL connection and disable protocol prioritization :)

Z
 
lord_spaceman said:
Gaaaaah. Seriously contemplating switching ISPs! I'm having serious issues with my Afrihost 2MB uncapped line in Durban and Diablo III. Bad latency spikes and ping between 400ms - 2000MS. The game is unplayable. My mates on other ISPs are playing the game just fine. What is going on Afrihost? This has been going on for a while.
Click to expand...

How does it perform when you are on a different ISP?
 
Quag said:
Same here. I usually spike up to around 50% randomly after midnight, but rarely full capacity. I was also rarely shaped even during peak hours before that though :/.

Edit:
Ok now I'm getting very diminished browsing speeds. Did a google ping and trace only to timeout on most. Following a port reset their still not looking impressive.
Click to expand...

I don't know where that tracert comes from - but wherever, there is a serious line fault present.

Please would you contact Afrihost/Telkom and report a fault :)
 
BladeV2.0 said:
Hi Afriman,

I have one of your free 1gb capped accounts, but every time i try and connect to it it just never does? Does it have the same type of authentication as your uncapped accounts where when you connect from a different line number it will not connect?
Click to expand...

Yup - it's locked to your phone number :(

Just give support a shout and they will unlock it for you :) Just remember - whenever you connect again, it will lock itself to that new number.
 
AxeManiac said:
Hi Afriman,

!!!PLEASE HELP!!!

I do not like to complain but after a month of intermittent internet and atrocious support I’m at wits end.

My story do far:
I switched from MWEB to your company after realizing that I have been shafted with bandwidth.
I was on their premium uncapped account. Their support people were excellent and I was very sad to leave them, but unfortunately I firmly believe that I want a quality product for the hard earned cash that I am spending on the product.
I am not going to rant and rave about their lack of bandwidth or shaping on a premium account.

I joined your company in December (2Meg ADSL business package) and was extremely happy with the speed and efficiency of your support staff. Your internet was lightning fast and I was extremely happy with your service.

--HOWEVER--

Things have changed drastically. On the 1st of this month I realised that something was drastically wrong with my lightning fast internet. The connections dropped for no reason. Throughput sucked and the best that I could achieve was just over 1 Meg on a 2 Meg line with speed testing.
Downloading something showed the true extend of the throughput woes. I could not achieve more than 10kb downloads. I won’t speculate about shaping services as it clearly indicates that shaping was applied here.
I won’t even talk about gaming as that was non-existent.
So I waited 2 days amidst my young ones crying about their beloved games and friends they could not play and speak with. I thought that it would pass but things got steadily worse.

I logged my first call on the 4th (call id: [WSC #WID-629-97794]) desperate to get my internet going again. To my surprise no response except for the automated one.
I tried again on the 5th (Call BSF-365-21388) involving accounts to try and get a response….. the same effect.
I called on the 6th and someone tried to assist over the phone, but the problem still remained.
I then received a sms asking how the service was and I rated the poor guy down as I was frustrated.
A quality controller (Keenan and Clayton later) contacted me and promised to intervene.
I finally received a response on the 7th asking that I should do some tests and forward the results.
I did this but only received a response on the 9th from Ronny stating that my noise ratio is low and that he is escalating to 2nd line support.
On the 10th Emmanuel responds with a Telkom fault number (28BTK090214) saying that there is definitely a problem with my line.

So 6 days to troubleshoot, but that is not the end of the story yet!

It seemed like someone was working on the problem as we sometimes actually had functional internet. Some days were better than others, but conditions changed rapidly the whole time.
But since Tuesday things have turned for the worse again
My router is now indicating for the last couple of days that my line is downgraded to 1Meg even though I’m paying Afrihost for a 2 Meg line.

It’s now 17 days later and not once did I get feedback to my problem!
Do I maybe expect too much for my hard earned cash here?
I just ask the courtesy of letting me know that someone is actually managing my incident and escalating to Telkom (I assume it’s still Telkom’s issue) that the problem is still not resolved.
I get the feeling after asking for an update yesterday again (and once again no response) that it is just too much to ask for common courtesy to update clients on their incidents.
At least I can praise MWEB there! They always updated me via e-mail and even called me to update me regularly on my status of my incidents with them. They escalated to Telkom that even the account managers from Telkom let me know that it was escalated again. Their support is top notch and I seriously think that after my experience so far with Afrihost that you guys can learn from them.

Please restore my faith in your company as I am seriously considering taking my business elsewhere.
Click to expand...

Sorry - I didn't have time to read the entire post :( Please would you send Afriman a PM, he will be glad to help you out :)
 
aktor said:
Do we not yet have an ETA on when we can expect IPC capacity upgrades in the South? I dunno what the hell changed in the last month, but shaping to 6% line speed is the norm nowadays.
Click to expand...

Nope :(

They cannot provide an ETA as they are waiting on MTN's word. In my opinion, it should be soonish though :)
 
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