Afrihost Uncapped DSL Feedback

Hi,

I am having terribly slow internet in Blomfontein.

Here is a tracrt:

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 1402 ms 1556 ms 1530 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * 1540 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 * * * Request timed out.
7 * * * Request timed out.
8 1494 ms * * 72.14.239.35
9 1464 ms * 1118 ms google-public-dns-a.google.com [8.8.8.8]

Please assist
Ticket [#CNE-994-82915]
 
Pakka said:
Hi,

I am having terribly slow internet in Blomfontein.

Here is a tracrt:

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 1402 ms 1556 ms 1530 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * 1540 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 * * * Request timed out.
7 * * * Request timed out.
8 1494 ms * * 72.14.239.35
9 1464 ms * 1118 ms google-public-dns-a.google.com [8.8.8.8]

Please assist
Ticket [#CNE-994-82915]
Click to expand...

That traceroute shows that the latencty is starting on your DSL modem. :( Have you had any lightning storms in your area that could have damaged the modem?
 
AfriFella said:
Heya Vorastra. This is not a real time indication of our network traffic, but rather an average representation of what peak times might look like. :)
Click to expand...

Yeah of course it's not real time. :) I just wanted to know if daily network usage is still more or less like this graph.
 
Vorastra said:
Yeah of course it's not real time. :) I just wanted to know if daily network usage is still more or less like this graph.
Click to expand...

Just wanted to be clear. :p

Yeah, it's a pretty close (average) representation.
 
Fault reference: 40ANK171017
Afrihost reference: AH20171017-394748

Fault has been open for 47 days. It's been escalated with Afrihost about 5 times, and with Telkom about 5 times more. Post made VIA Mobile tethering.

3TvUvpJ.jpg


All mails (Aside from billing - In full...) pretty much say that "Telkom are working on it" in new and wonderful ways.

... :<
 
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Reelix said:
Fault reference: 40ANK171017
Afrihost reference: AH20171017-394748

Fault has been open for 47 days. It's been escalated with Afrihost about 5 times, and with Telkom about 5 times more. Post made VIA Mobile tethering.

3TvUvpJ.jpg


All mails (Aside from billing - In full...) pretty much say that "Telkom are working on it" in new and wonderful ways.

... :<
Click to expand...

:( That's pretty far from ideal. Has Openserve dispatched a tech to you yet?
 
AfriGenie said:
:( That's pretty far from ideal. Has Openserve dispatched a tech to you yet?
Click to expand...

We had a tech at the exchange awhile back who thinks it was a house issue, and we had a tech today at the house who thinks it's an exchange issues - So nothing new really. Both Telkom techs AFAIK - Not sure if Openserve has their own :)

New E-Mails from Afrihost:

4th: Type of update: Telkom has escalated the fault. This indicates that fixing the problem has not been quick and straightforward as hoped, and it is necessary to involve additional staff members to ensure that the fault is attended to.

5th: Type of update: Telkom added an update to the fault. This indicates that they are considering the problem with your line, and have been busy to resolve it. As we recieve updates we will keep you up to date.

More new and wonderful ways I guess (Well, I've had e-mails before with the identical wording as these 2, so not actually new...). Escalated with Telkom yet again - I wonder how many escalation levels they have - Let me check...

October 24: Escalation 1
October 25: Escalation 2
October 27: Escalation 3
November 20: Escalation 4
December 4: Escalation 5

... I wonder how high I can get ;D
 
Reelix said:
We had a tech at the exchange awhile back who thinks it was a house issue, and we had a tech today at the house who thinks it's an exchange issues - So nothing new really. Both Telkom techs AFAIK - Not sure if Openserve has their own :)

New E-Mails from Afrihost:

4th: Type of update: Telkom has escalated the fault. This indicates that fixing the problem has not been quick and straightforward as hoped, and it is necessary to involve additional staff members to ensure that the fault is attended to.

5th: Type of update: Telkom added an update to the fault. This indicates that they are considering the problem with your line, and have been busy to resolve it. As we recieve updates we will keep you up to date.

More new and wonderful ways I guess (Well, I've had e-mails before with the identical wording as these 2, so not actually new...). Escalated with Telkom yet again - I wonder how many escalation levels they have - Let me check...

October 24: Escalation 1
October 25: Escalation 2
October 27: Escalation 3
November 20: Escalation 4
December 4: Escalation 5

... I wonder how high I can get ;D
Click to expand...

:( That's definitely not ideal. We'll keep pushing this from our side as well.
 
My 4mb homeuncapped dsl package keeps dropping speed to about 1.2mbps. I have not reached the Fup and client zone says throttling is off. Why is this so and anyone experience this before? Tried a different account and seems fine so it's not my line. Line stats are perfect on the router home page.
 
vorman said:
My 4mb homeuncapped dsl package keeps dropping speed to about 1.2mbps. I have not reached the Fup and client zone says throttling is off. Why is this so and anyone experience this before? Tried a different account and seems fine so it's not my line. Line stats are perfect on the router home page.
Click to expand...

We'll have to do some troubleshooting to see what could be happening here. If you tested with a different account, did you leave it connected for some time, or switch back immediately?

Can you post a speedtest and traceroute for what you're seeing on your Afrihost account?
 
AfriMan said:
We'll have to do some troubleshooting to see what could be happening here. If you tested with a different account, did you leave it connected for some time, or switch back immediately?

Can you post a speedtest and traceroute for what you're seeing on your Afrihost account?
Click to expand...
Yes the other account is still connected because I am receiving full speeds on that.
Will do trace route when home but in the mean time your call centre agent contacted me and said he's escalating the matter to the dev team.
 
vorman said:
Yes the other account is still connected because I am receiving full speeds on that.
Will do trace route when home but in the mean time your call centre agent contacted me and said he's escalating the matter to the dev team.
Click to expand...

Not sure this is a Dev issue - but depends on what tests have been run. Let me know what feedback you get :(
 
Reelix said:
We had a tech at the exchange awhile back who thinks it was a house issue, and we had a tech today at the house who thinks it's an exchange issues - So nothing new really. Both Telkom techs AFAIK - Not sure if Openserve has their own :)

New E-Mails from Afrihost:

4th: Type of update: Telkom has escalated the fault. This indicates that fixing the problem has not been quick and straightforward as hoped, and it is necessary to involve additional staff members to ensure that the fault is attended to.

5th: Type of update: Telkom added an update to the fault. This indicates that they are considering the problem with your line, and have been busy to resolve it. As we recieve updates we will keep you up to date.

More new and wonderful ways I guess (Well, I've had e-mails before with the identical wording as these 2, so not actually new...). Escalated with Telkom yet again - I wonder how many escalation levels they have - Let me check...

October 24: Escalation 1
October 25: Escalation 2
October 27: Escalation 3
November 20: Escalation 4
December 4: Escalation 5

... I wonder how high I can get ;D
Click to expand...

Just want to note, Telkom techs are OpenServe. OpenServe is the wholesale/last-mile division of Telkom, strange that the employees don't have the re-branded shirts yet, it has been a couple of years now.
 
Johnatan56 said:
Just want to note, Telkom techs are OpenServe. OpenServe is the wholesale/last-mile division of Telkom, strange that the employees don't have the re-branded shirts yet, it has been a couple of years now.
Click to expand...

I haven't seen Telkom branding on techs for a long time. These must be some die-hards :)
 
So was there an issue last night in the East? Couldn't watch showmax or anything. Was getting packet loss for most of the afternoon too. I hope I didn't move from 4mbit (where there was nearly 0 shaping) to 8mbit to be shaped a lot...

It's always in the evening at around 7PM. We can never watch Showmax or Catchup. Seriously...I thought streaming and gaming wasn't supposed to be shaped.
 
Vorastra said:
So was there an issue last night in the East? Couldn't watch showmax or anything. Was getting packet loss for most of the afternoon too. I hope I didn't move from 4mbit (where there was nearly 0 shaping) to 8mbit to be shaped a lot...

It's always in the evening at around 7PM. We can never watch Showmax or Catchup. Seriously...I thought streaming and gaming wasn't supposed to be shaped.
Click to expand...

There were no issues reported as far as I am aware. You really should not be having any issues with any real time services such as streaming or gaming. Most of the time from my personal experience most of these issues are caused by something happening on the local network that the user is not aware of. Since you mentioned that it is happening at 7PM every evening it might be something else like congestion.

If you could please run a traceroute for me to bras.afrihost.com and afrihost.co.za and please post the screenshot here so I can check what is happening. :)
 
AfriNatic said:
If you could please run a traceroute for me to bras.afrihost.com and afrihost.co.za and please post the screenshot here so I can check what is happening. :)
Click to expand...

I will do that when the issue occurs again. The same issue occurred last night for showmax but everything else was fine. I even reset the router completely to stock. Same issue.
 
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