Afrihost Uncapped DSL Feedback

savage said:
But, but...

I thought these where ISOLATED, USER issues? Are you admitting it is a GENERAL issue on your network?
Click to expand...

I was referring to each individual issue, that has always been our priority. To ensure that each of our Clients has the best possible experience.

When this isn't the case we do our best to figure out why that is not the case.
 
AfriGenie said:
I was referring to each individual issue, that has always been our priority. To ensure that each of our Clients has the best possible experience.

When this isn't the case we do our best to figure out why that is not the case.
Click to expand...

Of course yes..

You do realize that there's been customers complaining about this, since LAST YEAR October/November already, right? Didn't know it takes 6+ months worth of troubleshooting in order to get the "best possible experience."
 
AfriGenie said:
Thanks for the traceroutes.

Are you testing the SA Netflix? Are you seeing any other streaming services performing poorly?
Click to expand...

It's unstable is what I would call it, but I will wait until Friday to see what you guys come up with, paying for a 8Mbs Business Uncapped service and getting this kind of performance, specially on weekends is a waste of money to me.
 
BOOM! Dead again...

The on;y download that was running just died after the speed dropped to this...
4.0 KB/s - 37.2 MB of 183 MB, 10 hours left

tracert www.thegaurdian.com

Tracing route to www.thegaurdian.com [103.224.182.249]
over a maximum of 30 hops:

1 <1 ms <1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 * 80 ms 79 ms cpt-rx2.ip.adsl.co.za [169.1.5.82]
4 87 ms * * cpt-net1.ip.adsl.co.za [169.1.5.128]
5 * 191 ms 67 ms 41.164.52.40
6 169 ms 48 ms 39 ms ix-ae-7-0.tcore2.KLT-Cape-Town.as6453.net [41.206.165.25]
7 183 ms 257 ms 356 ms if-ae-2-2.tcore1.KLT-Cape-Town.as6453.net [41.206.164.253]
8 234 ms 317 ms 250 ms if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.97]
9 186 ms 272 ms 230 ms if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
10 233 ms 267 ms 226 ms if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
11 216 ms 254 ms 226 ms if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
12 233 ms 198 ms 230 ms if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
13 257 ms 245 ms 202 ms if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
14 1804 ms 1383 ms 1552 ms 195.219.83.102
15 * * 530 ms vl-6.car1.SanDiego1.Level3.net [4.69.146.70]
16 * * * Request timed out.
17 333 ms 386 ms 317 ms sw02-ae0-san.trellian.com [103.224.213.238]
18 320 ms 356 ms 349 ms lb-182-249.above.com [103.224.182.249]

Trace complete.
 
Definitely degradimg. I don't usually see it completely crap out until about 8.
@Afrihost please tell me again how it's exchange congestion.

Tracing route to www.thegaurdian.com [103.224.182.249]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 26 ms 22 ms 23 ms jhb-up3.ip.adsl.co.za [169.1.5.29]
4 24 ms 22 ms 22 ms 169-1-5-250.ip.afrihost.co.za [169.1.5.250]
5 24 ms 25 ms 34 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 22 ms 77 ms 22 ms 169-1-5-74.ip.afrihost.co.za [169.1.5.74]
7 24 ms 22 ms 22 ms 41.169.57.216
8 78 ms 79 ms 130 ms ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
9 201 ms 242 ms 208 ms if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
10 184 ms 183 ms 184 ms if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.85]
11 223 ms 222 ms 214 ms if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
12 211 ms 227 ms 209 ms if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
13 192 ms 192 ms 193 ms if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
14 259 ms 267 ms 247 ms if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
15 196 ms 196 ms 196 ms if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
16 1806 ms * 1658 ms 195.219.83.102
17 330 ms 336 ms 326 ms vl-6.car1.SanDiego1.Level3.net [4.69.146.70]
18 322 ms 324 ms 323 ms CASTLE-ACCE.car1.SanDiego1.Level3.net [4.53.121.70]
19 330 ms 322 ms 320 ms sw02-ae0-san.trellian.com [103.224.213.238]
20 346 ms 330 ms 330 ms lb-182-249.above.com [103.224.182.249]

Trace complete.

Tracing route to ign.com [52.207.3.146]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 * * 24 ms jhb-up3.ip.adsl.co.za [169.1.5.29]
4 23 ms 23 ms 22 ms jhb-in2.ip.adsl.co.za [169.1.5.30]
5 65 ms 24 ms 25 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 22 ms 22 ms 22 ms 169-1-5-74.ip.afrihost.co.za [169.1.5.74]
7 35 ms 102 ms 64 ms 41.169.57.216
8 84 ms 79 ms 84 ms if-ae-7-0.tcore2.JSO-Johannesburg.as6453.net [41.206.179.13]
9 191 ms 193 ms 189 ms if-ae-2-2.tcore1.JSO-Johannesburg.as6453.net [216.6.55.85]
10 190 ms 192 ms 200 ms if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
11 382 ms 317 ms 185 ms if-p-6.core2.PV9-Lisbon.as6453.net [41.206.164.6]
12 192 ms 194 ms 192 ms if-xe-0-0-0-15.tcore1.PV9-Lisbon.as6453.net [80.231.158.1]
13 211 ms 242 ms 208 ms if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
14 196 ms 195 ms 197 ms if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
15 251 ms 255 ms * if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
16 200 ms 201 ms 204 ms if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
17 231 ms 217 ms 252 ms 80.231.60.123
18 194 ms 196 ms 198 ms ae-13.r24.londen12.uk.bb.gin.ntt.net [129.250.4.25]
19 271 ms 266 ms 266 ms ae-5.r24.nycmny01.us.bb.gin.ntt.net [129.250.2.18]
20 261 ms 260 ms 305 ms ae-1.r08.nycmny01.us.bb.gin.ntt.net [129.250.5.62]
21 280 ms 281 ms 281 ms ae-11.amazon.nycmny01.us.bb.gin.ntt.net [129.250.201.138]
22 276 ms 279 ms 287 ms 52.93.4.103
23 261 ms 260 ms 268 ms 52.93.4.32
24 303 ms 413 ms 327 ms 54.239.42.184
25 * * * Request timed out.
26 * * * Request timed out.
27 291 ms 310 ms 319 ms 54.239.110.171
28 280 ms 264 ms 263 ms 54.239.108.235
29 280 ms 295 ms 311 ms 52.93.24.94
30 298 ms 292 ms 300 ms 52.93.24.91

Trace complete.
 
tracert www.msdn.microsoft.com

Tracing route to www.msdn.microsoft.com [104.40.191.237]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 17 ms 16 ms cpt-rx2.ip.adsl.co.za [169.1.5.82]
4 58 ms 19 ms 33 ms cpt-net1.ip.adsl.co.za [169.1.5.128]
5 42 ms 33 ms 31 ms microsoft.ixp.capetown [196.10.140.47]
6 16 ms 17 ms * ae0-0.cpt02-96cbe-1b.ntwk.msn.net [104.44.228.15]
7 * 33 ms 32 ms ae1-0.jnb02-96cbe-1b.ntwk.msn.net [104.44.228.16]
8 41 ms 56 ms 50 ms ae0-0.jnb02-96cbe-1a.ntwk.msn.net [104.44.228.18]
9 226 ms 239 ms 232 ms ae4-0.mrs01-96cbe-1a.ntwk.msn.net [104.44.227.15]
10 227 ms 238 ms 266 ms ae0-0.mrs01-96cbe-1b.ntwk.msn.net [104.44.227.13]
11 219 ms 243 ms 213 ms ae2-0.zrh-96cbe-1b.ntwk.msn.net [104.44.227.7]
12 249 ms 245 ms 236 ms be-9-0.ibr01.fra30.ntwk.msn.net [104.44.5.60]
13 * 267 ms 233 ms be-1-0.ibr02.fra30.ntwk.msn.net [104.44.5.49]
14 237 ms 238 ms 261 ms be-5-0.ibr02.ams.ntwk.msn.net [104.44.5.17]
15 230 ms 232 ms 229 ms ae76-0.ams04-96cbe-1b.ntwk.msn.net [104.44.9.241]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.


tracert msdn.microsoft.com

Tracing route to msdn.microsoft.akadns.net [157.56.148.19]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 21 ms 53 ms cpt-rx2.ip.adsl.co.za [169.1.5.82]
4 17 ms 17 ms 16 ms cpt-net1.ip.adsl.co.za [169.1.5.128]
5 37 ms 95 ms 31 ms microsoft.ixp.capetown [196.10.140.47]
6 23 ms 17 ms 17 ms ae0-0.cpt02-96cbe-1b.ntwk.msn.net [104.44.228.15]
7 158 ms 151 ms 60 ms ae1-0.jnb02-96cbe-1b.ntwk.msn.net [104.44.228.16]
8 117 ms 48 ms 63 ms ae0-0.jnb02-96cbe-1a.ntwk.msn.net [104.44.228.18]
9 263 ms 217 ms 226 ms ae4-0.mrs01-96cbe-1a.ntwk.msn.net [104.44.227.15]
10 238 ms 396 ms 240 ms ae4-0.par02-96cbe-1a.ntwk.msn.net [104.44.227.5]
11 213 ms 248 ms 205 ms ae3-0.pra-96cbe-1a.ntwk.msn.net [204.152.141.244]
12 * 236 ms 265 ms ae4-0.pra-96cbe-1b.ntwk.msn.net [104.44.226.47]
13 * * * Request timed out.
14 * 400 ms 343 ms be-4-0.ibr01.ch1.ntwk.msn.net [104.44.4.37]
15 392 ms 302 ms 325 ms ae62-0.ch1-96c-1b.ntwk.msn.net [104.44.8.27]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.
 
Hi Guys

Just a general update on the state of the network :)

Around last week we saw a really huge spike in demand. We’ve generally had IPC capacity to spare, but this seemed to be consistent step up in demand, and not one we anticipated.

When we see persistent increases like this, we have to first ensure that a) Nothing is broken on the network or with our upstream partners; and b) that we’re correctly identifying all protocols and that we’re shaping efficiently (on products eligible to be shaped) to operate on maximum efficiency.

Once we were satisfied that this was not the case, we made the decision to order more IPC capacity (in all regions) to ensure that we address demand.

I just want to be clear that this is a demand issue which spiked last week. With day to day issues reported, it’s important to remember that we should never assume that the network is congested. Our NOC team and support team have to investigate to determine if this is an individual issue or limited to a small group, or a region-wide or network-wide issue. Thereafter, if it’s broader than an individual or small group of clients, we proceed as I mentioned earlier.

I’d like to thank everyone who has submitted tests and stats - these were very helpful along with our monitoring and user tests we conduct to improve the network.

We expect the additional capacity to go live within the next few days, and we’ll be monitoring closely to ensure we see the improvement and performance that we expect.

Your feedback will also help us a great deal, so we’d all like to thank you in advance :)
 
AfriMan said:
Hi Guys

Just a general update on the state of the network :)

Around last week we saw a really huge spike in demand. We’ve generally had IPC capacity to spare, but this seemed to be consistent step up in demand, and not one we anticipated.

When we see persistent increases like this, we have to first ensure that a) Nothing is broken on the network or with our upstream partners; and b) that we’re correctly identifying all protocols and that we’re shaping efficiently (on products eligible to be shaped) to operate on maximum efficiency.

Once we were satisfied that this was not the case, we made the decision to order more IPC capacity (in all regions) to ensure that we address demand.

I just want to be clear that this is a demand issue which spiked last week. With day to day issues reported, it’s important to remember that we should never assume that the network is congested. Our NOC team and support team have to investigate to determine if this is an individual issue or limited to a small group, or a region-wide or network-wide issue. Thereafter, if it’s broader than an individual or small group of clients, we proceed as I mentioned earlier.

I’d like to thank everyone who has submitted tests and stats - these were very helpful along with our monitoring and user tests we conduct to improve the network.

We expect the additional capacity to go live within the next few days, and we’ll be monitoring closely to ensure we see the improvement and performance that we expect.

Your feedback will also help us a great deal, so we’d all like to thank you in advance :)
Click to expand...

Good to know ... Acknowledgment finally .

Knowing that you fixing the issue is also comforting. That's all we wanted and needed as customers.

We will be down your throat if said promises though are not fulfilled

Edit: next time don't lie to us. Rather be honest and partner with your customer to fix the issue.
 
Last edited:
adamr said:
Good to know ... Acknowledgment finally .

Knowing that you fixing the issue is also comforting. That's all we wanted and needed as customers.

We will be down your throat if said promises though are not fulfilled
Click to expand...

I totally appreciate that. The order had been placed and could literally go live at any minute :)
 
AfriMan said:
Hi Guys

Just a general update on the state of the network :)

Around last week we saw a really huge spike in demand. We’ve generally had IPC capacity to spare, but this seemed to be consistent step up in demand, and not one we anticipated.

When we see persistent increases like this, we have to first ensure that a) Nothing is broken on the network or with our upstream partners; and b) that we’re correctly identifying all protocols and that we’re shaping efficiently (on products eligible to be shaped) to operate on maximum efficiency.

Once we were satisfied that this was not the case, we made the decision to order more IPC capacity (in all regions) to ensure that we address demand.

I just want to be clear that this is a demand issue which spiked last week. With day to day issues reported, it’s important to remember that we should never assume that the network is congested. Our NOC team and support team have to investigate to determine if this is an individual issue or limited to a small group, or a region-wide or network-wide issue. Thereafter, if it’s broader than an individual or small group of clients, we proceed as I mentioned earlier.

I’d like to thank everyone who has submitted tests and stats - these were very helpful along with our monitoring and user tests we conduct to improve the network.

We expect the additional capacity to go live within the next few days, and we’ll be monitoring closely to ensure we see the improvement and performance that we expect.

Your feedback will also help us a great deal, so we’d all like to thank you in advance :)
Click to expand...

Imagine if we'd all told you it was a general issue. Wouldn't that be something?

Though you knew it already and just gave us the run around. I've got to say that I'm incredibly disappointed in the way you handled this and the lack of transparency.

You're also conveniently​ ignoring that we couldn't get support when we most needed it.

A month ago I was telling people to move to Afrihost. Glad they didn't listen to me.
See how easy it is to lose the trust of your clients.
 
Last edited:
AfriMan said:
Hi Guys

Just a general update on the state of the network :)

Around last week we saw a really huge spike in demand. We’ve generally had IPC capacity to spare, but this seemed to be consistent step up in demand, and not one we anticipated.

When we see persistent increases like this, we have to first ensure that a) Nothing is broken on the network or with our upstream partners; and b) that we’re correctly identifying all protocols and that we’re shaping efficiently (on products eligible to be shaped) to operate on maximum efficiency.

Once we were satisfied that this was not the case, we made the decision to order more IPC capacity (in all regions) to ensure that we address demand.

I just want to be clear that this is a demand issue which spiked last week. With day to day issues reported, it’s important to remember that we should never assume that the network is congested. Our NOC team and support team have to investigate to determine if this is an individual issue or limited to a small group, or a region-wide or network-wide issue. Thereafter, if it’s broader than an individual or small group of clients, we proceed as I mentioned earlier.

I’d like to thank everyone who has submitted tests and stats - these were very helpful along with our monitoring and user tests we conduct to improve the network.

We expect the additional capacity to go live within the next few days, and we’ll be monitoring closely to ensure we see the improvement and performance that we expect.

Your feedback will also help us a great deal, so we’d all like to thank you in advance :)
Click to expand...
So you are going to compensate your clients for not being able to provide the service they are paying for?
 
AfriMan said:
Hi Guys

Just a general update on the state of the network :)

Around last week we saw a really huge spike in demand. We’ve generally had IPC capacity to spare, but this seemed to be consistent step up in demand, and not one we anticipated.

When we see persistent increases like this, we have to first ensure that a) Nothing is broken on the network or with our upstream partners; and b) that we’re correctly identifying all protocols and that we’re shaping efficiently (on products eligible to be shaped) to operate on maximum efficiency.

Once we were satisfied that this was not the case, we made the decision to order more IPC capacity (in all regions) to ensure that we address demand.

I just want to be clear that this is a demand issue which spiked last week. With day to day issues reported, it’s important to remember that we should never assume that the network is congested. Our NOC team and support team have to investigate to determine if this is an individual issue or limited to a small group, or a region-wide or network-wide issue. Thereafter, if it’s broader than an individual or small group of clients, we proceed as I mentioned earlier.

I’d like to thank everyone who has submitted tests and stats - these were very helpful along with our monitoring and user tests we conduct to improve the network.

We expect the additional capacity to go live within the next few days, and we’ll be monitoring closely to ensure we see the improvement and performance that we expect.

Your feedback will also help us a great deal, so we’d all like to thank you in advance :)
Click to expand...

Glad to have an acknowledgement. Thank you.

Could I suggest in future that you inform your customers when things like these occur... Instead of leaving us fumbling around in the dark.
 
Gekco said:
Glad to have an acknowledgement. Thank you.

Could I suggest in future that you inform your customers when things like these occur... Instead of leaving us fumbling around in the dark.
Click to expand...

As I mentioned, there is a process that has to be followed. As soon as we confirmed and had a chance to review, our first priority was to let the community here know so that we maintain transparency.
 
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