Axxess Fiber Dog slow in Pretoria

[weaselwebb]

Can't believe we have 0 response regarding this issue. I want to know what is going on but the amount of response from AXXESS just shows how much they care about us. It's not only 1 complaining but many

Ok Spoke to the support manager Matthew, explained everything and he is now following up. hopefully going to call me back. will keep you guys updated

 

[nelis]

Ok Spoke to the support manager Matthew, explained everything and he is now following up. hopefully going to call me back. will keep you guys updated

Thanks please do keep us updated please. I also have the following reply from one of the engineers.

Good day

Thank you for contacting Axxess.

The problem could not be related to the DNS or ISP but the PO profile on your ADSL line.

I see your "line number here" is set to ASSIA 12254Kbps/1024Kbps Most likely set to fast path. Your Service needs to be set to Interleaved ADSL2+. 8-1 8-1

Your ADSL service or Line is with Telkom, please call them on 10210 to switch off the Profile and set the line back to standard without ASSIA profile enabled, this will solve your problem.

Please also remember your Telkom ISP Yourname@telkomsa.net account has been set to a prioritization profile with regards to Telkom Internet managment tool which you most likely have done or Telkom. We need to set the PO profile so both accounts can run the same on the network.

Please update me when you can.

Best Regards

I don't know how true this is. Can't be assia cuase with a Legit Telkom account my latency is low with same ASSIA profile. I kinda know how the whole ASSIA work and I will rather have 40ms with minimum packet loss than 1ms with packet loss.

Also the part about prioritizing a Telkom account vs any other isp I don't understand. So what they telling me is if I use any other isp my internet will be slower than with Telkom accounts cause Telkom makes it have better quality thus everyone have to go Telkom as ISP to get the best quality out of your line. That doesn't seem true to me. I'm just sick and tired always doing the blame game. It's all companies do these days except to admit they at fault here. I'm not saying they are lying here but who knows

 

[KantSnyer]

Also battling with fibre with Axxess, especially in the evenings between 7pm - around 11pm. High latency and slow downloads.

 

[weaselwebb]

Thanks please do keep us updated please. I also have the following reply from one of the engineers.




I don't know how true this is. Can't be assia cuase with a Legit Telkom account my latency is low with same ASSIA profile. I kinda know how the whole ASSIA work and I will rather have 40ms with minimum packet loss than 1ms with packet loss.

Also the part about prioritizing a Telkom account vs any other isp I don't understand. So what they telling me is if I use any other isp my internet will be slower than with Telkom accounts cause Telkom makes it have better quality thus everyone have to go Telkom as ISP to get the best quality out of your line. That doesn't seem true to me. I'm just sick and tired always doing the blame game. It's all companies do these days except to admit they at fault here. I'm not saying they are lying here but who knows

So Update
Spoke to Matthew teh Support manager , After an investigation they could see dips in the times we have pointed out for the last two nights and have put some changes in to see if that will fix the issue.

I told him I would monitor and then send through trace routes and speed tests if the issue happened again
.
Dont know what they mean by Dips but giving him the benefit of the doubt here and hopefully our lines will be stable going forward

 

[ChocolateBear]

Same issues here, also slow at evenings.

Last night new issue arose, usage spike by 250GBs (on a 300GB capped account on Vumatel fibre line). Logged an ticket first thing in the morning and still no response. Poor service. Signed up with them cause they were rated best ISP, how is this possible?

 

[nelis]

I noticed the following. I use teamspeak and have done the following test. I have 3 servers that I connect to. one hosted in CPT, one hosted in JHB and one hosted at my office (PTA).

So I have connected 2 clients to each server (one from home and one from my work) the 2 connections that I have on hand is my home that's a 10mb ADSL line and my work that's a 5mb/5mb neotel fibre that's really not busy so it's not a utilization problem.

So I checked the details of both clients from each of the servers so I can see the latency of both. To the JHB server my ping is 30ms (home) and 4ms (office). Capetown is 44ms (home) and 30ms(office). Then I was monitoring it for a while and notice that on the cpt server both home and office line spiked to about 90ms at the same time meaning that the issue is most probably not with AXXESS but with one of the links connecting JHB and CPT. both went down at the same time.

People that's with me on ts that's based in Capetown have latency issues when connecting to the JHB ts when mine is fine and also game servers hosted in JHB for them they have high latency. i remember there was a problem with the link between JHB and CPT a month or 2 ago where everyone that sits in CPT connects to JHB and JHB connects to CPT had high latency of over 100ms. They kinda fixed it but think it wasn't 100% fixed.

Now how do i get this message across so that people can do investigation? Even people that I play with that's in Namibia have latency issues connecting to JHB servers.

 

[weaselwebb]

I noticed the following. I use teamspeak and have done the following test. I have 3 servers that I connect to. one hosted in CPT, one hosted in JHB and one hosted at my office (PTA).

So I have connected 2 clients to each server (one from home and one from my work) the 2 connections that I have on hand is my home that's a 10mb ADSL line and my work that's a 5mb/5mb neotel fibre that's really not busy so it's not a utilization problem.

So I checked the details of both clients from each of the servers so I can see the latency of both. To the JHB server my ping is 30ms (home) and 4ms (office). Capetown is 44ms (home) and 30ms(office). Then I was monitoring it for a while and notice that on the cpt server both home and office line spiked to about 90ms at the same time meaning that the issue is most probably not with AXXESS but with one of the links connecting JHB and CPT. both went down at the same time.

People that's with me on ts that's based in Capetown have latency issues when connecting to the JHB ts when mine is fine and also game servers hosted in JHB for them they have high latency. i remember there was a problem with the link between JHB and CPT a month or 2 ago where everyone that sits in CPT connects to JHB and JHB connects to CPT had high latency of over 100ms. They kinda fixed it but think it wasn't 100% fixed.

Now how do i get this message across so that people can do investigation? Even people that I play with that's in Namibia have latency issues connecting to JHB servers.

So looks like the changes they made yesterday actually worked have a much better connection last night

Dont know about the rest of you.

 

[nelis]

So looks like the changes they made yesterday actually worked have a much better connection last night

Dont know about the rest of you.

They got back to me and told me there was an issue with the axxess network and they fixed it. Will test during the day and tonight to see if it's fixed.

 

[Lord Farquart]

Streaming was fine. Gaming too, until about 21:45. Then the wheels came off. Was doing well in a GT6 touring car race, then speed and latency went for a ball. Called it a night right then.

So yes, it was much better, but not for long.

 

[nelis]

Streaming was fine. Gaming too, until about 22:45. Then the wheels came off. Was doing well in a GT6 touring car race, then speed and latency went for a ball. Called it a night right then.

So yes, it was much better, but not for long.

Ok it's not fixed getting packet loss of about 10% to any server hosted in Capetown. I'm in JHB

 

[Lord Farquart]

Holy crap, last night was bad. Bad streaming and intermittent disconnects. Logged a ticket, but got the standard response.

 

[GGG]

Axxess is absolutely shocking, their customer care is non existent and service terrible.

Although only a 20/10 fibre line, I am running at 13.21 download and 0.93 upload, this for the last week.
Getting more buffering than my old 10 Mb ADSL line .

Not even getting a proper response from Axxess, and a 45 minute call gave me " reset modem"

Swopping passwords with a friend with CW, I get full speeds, and he gets my slow speeds, so it has nothing to do with line. Also using Telkom guest account, I run at Full speed.

Axxess answer..." must be my modem" What calibre people do they hire.

Got to move to another ISP

 

[OCP]

I'm on Axxess capped DSL and am experiencing the same issue:
- streaming completely impossible, steam times out on downloads.
- same issue with 2 different modems
- no speed/streaming/steam issues when using a different ISP

After logging 2 tickets explaining the above they ask me for a speed test.....
I would have stayed with AH if I wanted to send useless speed tests!!!!
(it seems the assimilation with AH has finally completed and their support levels have suck to the same level)

If Axxess is not interested in reading ticket detail and providing decent support I'm not going to waste my time helping them troubleshoot routing and congestion issues on their network. (been there and done that with AH)

Voting with my wallet and moving on.....

 

[KantSnyer]

Lack of response from an Axxess rep on this thread speaks volumes, get the feeling they know there's a problem but don't want to/know how to fix it.

Does anyone know whether there are any payments due if I move my fibre to another ISP after taking the Axxess option for free installation ?

 

[nelis]

I'm on Axxess capped DSL and am experiencing the same issue:
- streaming completely impossible, steam times out on downloads.
- same issue with 2 different modems
- no speed/streaming/steam issues when using a different ISP

After logging 2 tickets explaining the above they ask me for a speed test.....
I would have stayed with AH if I wanted to send useless speed tests!!!!
(it seems the assimilation with AH has finally completed and their support levels have suck to the same level)

If Axxess is not interested in reading ticket detail and providing decent support I'm not going to waste my time helping them troubleshoot routing and congestion issues on their network. (been there and done that with AH)

Voting with my wallet and moving on.....

I fully agree. i explain when using a telkom account everything is fine but when using Axxess I get packet loss and high latency during certain times. Then when I'm done speaking they say Telkom exchange can be congested. I'm like didn't you even listened to what I just say. You will get this with any ISP in South Africa I'm afraid. When stuff goes wrong they tend to blame Telkom all the time.

Doesn't matter what any isp say they will 99% of the time blame your line. They even told me I'm the first customer complaining. All I can say now is it looks to be fine for now. Had a few nights now with 0 Issues.

 

[Cabilero]

I am having the same issues mentioned. Also did the normal checklist, give us a screenshot of speed tests using telkom guest account. Trace route etc. Received a email late last night that they have refreshed my fibre line as well as "cleared some ghost sessions on your internet connection".

"Please power off the fibre modem and the fibre router for 20 minutes for the settings to take full effect.
After 20 minutes, then, power the fire modem on and the fibre router."

What ghost sessions, your services/network is clearly congested as I am unable to stream anything in the evenings on a 100Mbps capped account without it buffering every few seconds...

 

[dazzazzad]

Lack of response from an Axxess rep on this thread speaks volumes, get the feeling they know there's a problem but don't want to/know how to fix it.

Does anyone know whether there are any payments due if I move my fibre to another ISP after taking the Axxess option for free installation ?

Curious about this as well. I just joined and had one good day before speeds crashed.

 

[YeOldeOke]

Ish. We are about to get a 100/50 line via Axxess. :wtf:

The posts seem to mostly be around 3rd week April, then silence, mostly. Was the issue resolved and everyone's happy again? Please say so.....

Arggghhhh.

 

[m0zy]

Ish. We are about to get a 100/50 line via Axxess. :wtf:

The posts seem to mostly be around 3rd week April, then silence, mostly. Was the issue resolved and everyone's happy again? Please say so.....

Arggghhhh.

Yes, looks like it. Our branch office in Pretoria is running smoothly again.

 

[YeOldeOke]

Yes, looks like it. Our branch office in Pretoria is running smoothly again.

Thank you. Muchas gracias. Dankie.

Now everybody else please shaddup. I no wanna hear negativity.

Leave me in my misguided state of happiness and quiet satisfaction. For a while at least.