Afrihost Uncapped DSL Feedback

TEXTILE GUY said:
Ping: 57ms
Download: 1.82Mbps
Upload: 0.24Mbps
Ticket ID: DCG-901-26227
Department: General
Type: Issue
Status: Closed :( ????
Priority: High


Please may I ask you to look into my speed problem.

I have called in and mailed. At best I got nowhere -

May I be so bold as to ask - why does your support hardly respond to mails?

Thanking you kindly
Click to expand...

:( I'm really sorry about that! We are experiencing connectivity issues in the South and East at the moment. For how long have you been seeing those low speeds?
 
Morning guys,

Just a quick update on connectivity in the South. Our Network Team is still working on restoring a network issue in the South affecting certain DSL, Mobile & Fibre clients. The issue has been escalated to the switch vendor, but network communication between JHB and Cape Town is basically non existent. This means that new subscribers as well as usage quotas may also be affected. We're working hard to restore service as quickly as possible. Apologies for the inconvenience.
 
AfriGenie said:
:( I'm really sorry about that! We are experiencing connectivity issues in the South and East at the moment. For how long have you been seeing those low speeds?
Click to expand...

About 3 months.

I was asked to report when the speed dropped off again - done - and that was that. No feedback, no hows your aunty - nada.
I just need someone to speak to me - my mails go unanswered.

Am trying calling again today :(

Thank you
 
TEXTILE GUY said:
About 3 months.

I was asked to report when the speed dropped off again - done - and that was that. No feedback, no hows your aunty - nada.
I just need someone to speak to me - my mails go unanswered.

Am trying calling again today :(

Thank you
Click to expand...

So, have called in - an politely asked that someone - anyone - look into this issue and send me a mail explaining how and when I can expect someone - anyone, to take some action.

The customer service has been a bit off this time. Badly off unfortunately.

If nobody has dealt with this by next week, can you please tell them to expect a call from a guy who going to blow his top at the person at the end of the line.

Thanking you for your help upto now.
 
TEXTILE GUY said:
About 3 months.

I was asked to report when the speed dropped off again - done - and that was that. No feedback, no hows your aunty - nada.
I just need someone to speak to me - my mails go unanswered.

Am trying calling again today :(

Thank you
Click to expand...

TEXTILE GUY said:
So, have called in - an politely asked that someone - anyone - look into this issue and send me a mail explaining how and when I can expect someone - anyone, to take some action.

The customer service has been a bit off this time. Badly off unfortunately.

If nobody has dealt with this by next week, can you please tell them to expect a call from a guy who going to blow his top at the person at the end of the line.

Thanking you for your help upto now.
Click to expand...

It really sounds like you've been having a poor experience. :( From our side, we're definitely doing our best to bolster our Support Team and improve the quality and response times. I'll be sending you to our Critical Care team to prioritize your request. :)
 
AfriFella said:
It really sounds like you've been having a poor experience. :( From our side, we're definitely doing our best to bolster our Support Team and improve the quality and response times. I'll be sending you to our Critical Care team to prioritize your request. :)
Click to expand...

Thanks

I am on live chat and am back to square one - ''you have a line fault''.
I swear your guys do this to wind me up :(

Sorry buddy - but right now I am just through with this ..... really.

When crtical care find a spare minute in their busy influx of calls - please ask them to look into [#ICZ-505-18399]: Re: Line Fault

I will be popping out to get some data on my phone. I just cant do this AH dance anymore.

Thank you.
 
Now live chat are starting same tests I have just done.

Please log a fault with telkom and lets move on.
 
Finally sanity prevailed .... I found someone to log a fault.

Couldnt ''find'' a supervisor to chat to either.

Seriously guys .... you have a customer service issue of note.
 
TEXTILE GUY said:
Finally sanity prevailed .... I found someone to log a fault.

Couldnt ''find'' a supervisor to chat to either.

Seriously guys .... you have a customer service issue of note.
Click to expand...

Thanks for the update! Our Team will make sure to escalate the fault as quickly as possible.
 
So guys, I never noticed until now due to being on interleave but why is Afrihost 20ms higher than WebAfrica to EU. Any plans on improving that?
 
Vorastra said:
So guys, I never noticed until now due to being on interleave but why is Afrihost 20ms higher than WebAfrica to EU. Any plans on improving that?
Click to expand...

To which site or server are you seeing the difference in latency?
 
AfriGenie said:
To which site or server are you seeing the difference in latency?
Click to expand...
Playing any game to EU. Afrihost seems to just be 20ms worse across the board compared to WebAfrica.

Other issue. DBN is broken ATM. High ping and low throughput. bras.afrihost is fine. (30ms) Webafrica is also fine.

4mbit line.

https://speedtest.mybroadband.co.za/result/4984203

Code: 
Target Name: europe.battle.net
         IP: 5.42.181.16
  Date/Time: 2017/11/03 4:27:25 PM - 2017/11/03 4:37:25 PM

Hop  Sent  PL%     Min     Max     Avg  Host Name / [IP]
  1    15    0    0.74    1.03    0.83  home.gateway.home.gateway [192.168.1.254]
  2    15  100       0       0       0   [-]
  3    15   13  148.10  152.71  150.60  dbn-up2.ip.adsl.co.za [169.1.5.173]
  4    15   40  152.46  159.61  156.10  dbn-up2.ip.adsl.co.za [169.1.5.174]
  5    15   13  150.89  157.00  155.19  dbn-in1.ip.adsl.co.za [169.1.5.204]
  6    15   20  153.59  158.32  155.65  41.162.84.192 [41.162.84.192]
  7    15    0  156.29  161.73  159.29  172.18.1.162 [172.18.1.162]
  8    15   27  160.89  167.22  165.11  ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
  9    15   20  323.29  331.60  326.17  if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
 10    15   13  337.17  345.68  339.84  if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.97]
 11    15    7  330.91  334.16  332.63  if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
 12    15   20  331.72  336.52  333.80  if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
 13    15   13  327.28  332.16  329.49  if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
 14    15   47  326.51  330.65  328.40  if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
 15    15   27  325.45  328.70  326.77  if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
 16    15   27  333.08  336.54  334.72  be3040.ccr21.lon01.atlas.cogentco.com [130.117.15.177]
 17    15   13  330.86  335.40  332.89  be2871.ccr42.lon13.atlas.cogentco.com [154.54.58.185]
 18    15   20  332.09  337.37  335.36  be12488.ccr42.ams03.atlas.cogentco.com [130.117.51.42]
 19    15   33  339.41  346.50  343.94  be2447.rcr21.b021535-1.ams03.atlas.cogentco.com [130.117.50.250]
 20    15   20  342.06  344.89  343.82  blizzard.demarc.cogentco.com [149.6.128.9]
 21    15   13  343.31  348.66  346.06  37.244.10.35 [37.244.10.35]
 22    15  100       0       0       0   [-]
 23    15    7  343.92  349.53  347.46  37.244.9.103 [37.244.9.103]
 24    15  100       0       0       0  europe.battle.net [5.42.181.16]
 
Last edited:
Vorastra said:
Playing any game to EU. Afrihost seems to just be 20ms worse across the board compared to WebAfrica.

Other issue. DBN is broken ATM. High ping and low throughput. bras.afrihost is fine. (30ms) Webafrica is also fine.

4mbit line.

https://speedtest.mybroadband.co.za/result/4984203

Code: 
Target Name: europe.battle.net
         IP: 5.42.181.16
  Date/Time: 2017/11/03 4:27:25 PM - 2017/11/03 4:37:25 PM

Hop  Sent  PL%     Min     Max     Avg  Host Name / [IP]
  1    15    0    0.74    1.03    0.83  home.gateway.home.gateway [192.168.1.254]
  2    15  100       0       0       0   [-]
  3    15   13  148.10  152.71  150.60  dbn-up2.ip.adsl.co.za [169.1.5.173]
  4    15   40  152.46  159.61  156.10  dbn-up2.ip.adsl.co.za [169.1.5.174]
  5    15   13  150.89  157.00  155.19  dbn-in1.ip.adsl.co.za [169.1.5.204]
  6    15   20  153.59  158.32  155.65  41.162.84.192 [41.162.84.192]
  7    15    0  156.29  161.73  159.29  172.18.1.162 [172.18.1.162]
  8    15   27  160.89  167.22  165.11  ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
  9    15   20  323.29  331.60  326.17  if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
 10    15   13  337.17  345.68  339.84  if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.97]
 11    15    7  330.91  334.16  332.63  if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
 12    15   20  331.72  336.52  333.80  if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
 13    15   13  327.28  332.16  329.49  if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
 14    15   47  326.51  330.65  328.40  if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
 15    15   27  325.45  328.70  326.77  if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
 16    15   27  333.08  336.54  334.72  be3040.ccr21.lon01.atlas.cogentco.com [130.117.15.177]
 17    15   13  330.86  335.40  332.89  be2871.ccr42.lon13.atlas.cogentco.com [154.54.58.185]
 18    15   20  332.09  337.37  335.36  be12488.ccr42.ams03.atlas.cogentco.com [130.117.51.42]
 19    15   33  339.41  346.50  343.94  be2447.rcr21.b021535-1.ams03.atlas.cogentco.com [130.117.50.250]
 20    15   20  342.06  344.89  343.82  blizzard.demarc.cogentco.com [149.6.128.9]
 21    15   13  343.31  348.66  346.06  37.244.10.35 [37.244.10.35]
 22    15  100       0       0       0   [-]
 23    15    7  343.92  349.53  347.46  37.244.9.103 [37.244.9.103]
 24    15  100       0       0       0  europe.battle.net [5.42.181.16]
Click to expand...

We did see a network issue on Friday night affecting throughput in the East. This was resolved by our Network team a bit later that evening.

What DNS settings are you currently using?
 
Code: 
Target Name: europe.battle.net
         IP: 5.42.181.15
  Date/Time: 2017/11/11 5:49:40 PM - 2017/11/11 5:59:40 PM

Hop  Sent  PL%     Min     Max     Avg  Host Name / [IP]
  1     1    0    0.76    0.76    0.76  home.gateway.home.gateway [192.168.1.254]
  2     1  100       0       0       0   [-]
  3     1    0  144.41  144.41  144.41  dbn-up2.ip.adsl.co.za [169.1.5.173]
  4     1    0  139.13  139.13  139.13  dbn-up2.ip.adsl.co.za [169.1.5.174]
  5     1    0  138.23  138.23  138.23  dbn-in1.ip.adsl.co.za [169.1.5.204]
  6     1    0  139.31  139.31  139.31  41.162.84.192 [41.162.84.192]
  7     1    0  146.61  146.61  146.61  172.18.1.162 [172.18.1.162]
  8     1    0  147.80  147.80  147.80  ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
  9     1    0  314.92  314.92  314.92  if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
 10     1  100       0       0       0   [-]
 11     1    0  321.62  321.62  321.62  if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
 12     1    0  314.15  314.15  314.15  if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
 13     1  100       0       0       0   [-]
 14     1  100       0       0       0   [-]
 15     1    0  320.42  320.42  320.42  if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
 16     1    0  320.29  320.29  320.29  be3040.ccr21.lon01.atlas.cogentco.com [130.117.15.177]
 17     1    0  328.53  328.53  328.53  be2871.ccr42.lon13.atlas.cogentco.com [154.54.58.185]
 18     1    0  317.68  317.68  317.68  be12488.ccr42.ams03.atlas.cogentco.com [130.117.51.42]
 19     1    0  319.20  319.20  319.20  be2447.rcr21.b021535-1.ams03.atlas.cogentco.com [130.117.50.250]
 20     1    0  320.62  320.62  320.62  blizzard.demarc.cogentco.com [149.6.128.9]
 21     1    0  328.47  328.47  328.47  37.244.10.35 [37.244.10.35]
 22     1  100       0       0       0   [-]
 23     1    0  323.84  323.84  323.84  37.244.9.103 [37.244.9.103]
 24     1  100       0       0       0  europe.battle.net [5.42.181.15]

Once again. And throughput in 0.5mb on a 4mb line. Ping to bras is 22ms.
 
Vorastra said:
Code: 
Target Name: europe.battle.net
         IP: 5.42.181.15
  Date/Time: 2017/11/11 5:49:40 PM - 2017/11/11 5:59:40 PM

Hop  Sent  PL%     Min     Max     Avg  Host Name / [IP]
  1     1    0    0.76    0.76    0.76  home.gateway.home.gateway [192.168.1.254]
  2     1  100       0       0       0   [-]
  3     1    0  144.41  144.41  144.41  dbn-up2.ip.adsl.co.za [169.1.5.173]
  4     1    0  139.13  139.13  139.13  dbn-up2.ip.adsl.co.za [169.1.5.174]
  5     1    0  138.23  138.23  138.23  dbn-in1.ip.adsl.co.za [169.1.5.204]
  6     1    0  139.31  139.31  139.31  41.162.84.192 [41.162.84.192]
  7     1    0  146.61  146.61  146.61  172.18.1.162 [172.18.1.162]
  8     1    0  147.80  147.80  147.80  ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
  9     1    0  314.92  314.92  314.92  if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
 10     1  100       0       0       0   [-]
 11     1    0  321.62  321.62  321.62  if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
 12     1    0  314.15  314.15  314.15  if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
 13     1  100       0       0       0   [-]
 14     1  100       0       0       0   [-]
 15     1    0  320.42  320.42  320.42  if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
 16     1    0  320.29  320.29  320.29  be3040.ccr21.lon01.atlas.cogentco.com [130.117.15.177]
 17     1    0  328.53  328.53  328.53  be2871.ccr42.lon13.atlas.cogentco.com [154.54.58.185]
 18     1    0  317.68  317.68  317.68  be12488.ccr42.ams03.atlas.cogentco.com [130.117.51.42]
 19     1    0  319.20  319.20  319.20  be2447.rcr21.b021535-1.ams03.atlas.cogentco.com [130.117.50.250]
 20     1    0  320.62  320.62  320.62  blizzard.demarc.cogentco.com [149.6.128.9]
 21     1    0  328.47  328.47  328.47  37.244.10.35 [37.244.10.35]
 22     1  100       0       0       0   [-]
 23     1    0  323.84  323.84  323.84  37.244.9.103 [37.244.9.103]
 24     1  100       0       0       0  europe.battle.net [5.42.181.15]

Once again. And throughput in 0.5mb on a 4mb line. Ping to bras is 22ms.
Click to expand...

It looks like there were some issues with throughput in the East over the weekend. :( Your speeds should be back to normal, can you please test the connection again.
 
Very cool. You guys actually investigated what's happening in DBN?

Code: 
Target Name: europe.battle.net
         IP: 5.42.181.18
  Date/Time: 2017/11/15 9:49:53 PM - 2017/11/15 9:59:53 PM

Hop  Sent  PL%     Min     Max     Avg  Host Name / [IP]
  1    16    0    0.81   13.06    2.27  home.gateway.home.gateway [192.168.1.254]
  2    16  100       0       0       0   [-]
  3    16    0   28.81   31.12   29.61  dbn-up2.ip.adsl.co.za [169.1.5.173]
  4    16    0   29.05   43.39   30.85  dbn-up2.ip.adsl.co.za [169.1.5.174]
  5    16    0   22.77   41.06   25.15  dbn-in1.ip.adsl.co.za [169.1.5.204]
  6    16    0   29.03   35.09   30.68  41.162.84.192 [41.162.84.192]
  7    16    0   37.09   39.27   37.88  172.18.1.162 [172.18.1.162]
  8    16   38  112.62  178.11  123.23  ix-ae-7-0.tcore1.JSO-Johannesburg.as6453.net [41.206.178.29]
  9    16   50  280.71  319.19  294.37  if-ae-4-2.tcore1.KLT-Cape-Town.as6453.net [41.206.178.2]
 10    15   33  279.08  290.60  285.29  if-ae-5-2.tcore2.PV9-Lisbon.as6453.net [80.231.159.109]
 11    16   38  283.25  324.13  291.75  if-ae-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.5]
 12    15   60  287.27  322.31  303.36  if-ae-1-3.tcore1.SV8-Highbridge.as6453.net [80.231.158.30]
 13    16   56  296.47  302.82  299.62  if-ae-2-2.tcore2.SV8-Highbridge.as6453.net [80.231.139.1]
 14    15   47  290.25  300.72  293.49  if-ae-11-2.tcore1.L78-London.as6453.net [80.231.139.42]
 15    16   44  281.73  289.48  284.48  if-ae-17-2.tcore1.LDN-London.as6453.net [80.231.130.130]
 16    13   31  285.34  322.53  292.72  be3040.ccr21.lon01.atlas.cogentco.com [130.117.15.177]
 17    16   75  285.29  287.94  286.62  be2868.ccr41.lon13.atlas.cogentco.com [154.54.57.153]
 18    14   64  280.84  290.43  285.20  be2040.rcr21.lhr01.atlas.cogentco.com [130.117.50.42]
 19    16   56  281.97  326.53  291.19  gi0-0-1-15.nr11.b020862-1.lhr01.atlas.cogentco.com [149.6.8.9]
 20    16   69  288.59  294.10  291.22  ae1-br01-eqld5.blizzardonline.net [137.221.79.33]
 21    16  100       0       0       0   [-]
 22    11   36  285.34  297.26  291.08  37.244.9.103 [37.244.9.103]
 23    15  100       0       0       0  europe.battle.net [5.42.181.18]
 
Hi ... me again .... support not responding .... again :(
Ticket: DCG-901-26227

Just submitted new request
Ticket: JGK-617-52276

4 meg line not syncing after rains ... please raise with Telkom. You have my line.

Thank you
 
Hi there guys!

I am just informing everybody that we have picked up a network error in the South. Anybody affected will experience throughput issues and high latency. We are busy working with our upstream provider to try and sort this out. :)
 
With regards to connectivity issues in the South. We have rolled over to a new link, but it looks clients with static IP address will still have a connection problem. :(

We still working on this and hopefully this will be sorted soon! :)
 
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