Crystal Web ADSL performance feedback thread Part 3...

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Lydon said:
Yeah, but the Heroes of the Storm network network issues have been resolved and we're experiencing terrible lag again this morning. We're back at the point of having to restart our router again. Just when I was getting used to not having to restart our router all the time and recommending CrystalWeb to friends :(
Click to expand...

Network logs show perfect gaming performance at this and all previous times you've reported issues, so either this is specific to the game(s) which I can look in to, or related to Telia's problems in London that they've recently had...
 
infscrtyrisk said:
Thank you for your response. In that case I guess that you certainly have a problem then -- I do not receive any ticket numbers -- at all. I am sending email from my telkomsa.net address, and performance is currently so poor that I have trouble even getting in to MyBroadband.

Sent on 24/9/2015:
To: [email protected]
Sent: Monday, 24 August, 2015 10:29:55 AM
Subject: Poor performance -- Home Capped -- cancellation info needed

Sent on 14/10/2015:
Sent: 10 September 2015 00:01
To: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]
Subject: Re: Poor performance -- Home Capped -- cancellation info needed

Sent a few minutes ago:
Sent: 25 September 2015 01:13
To: '[email protected]' <[email protected]>; '[email protected]' <[email protected]>; '[email protected]' <[email protected]>; '[email protected]' <[email protected]>; '[email protected]' <[email protected]>; '[email protected]' <[email protected]>; '[email protected]' <[email protected]>
Subject: RE: Poor performance -- Home Capped -- cancellation info needed

Here is my ADSL line stats -- pretty much pristine over the last 12 months:
v52HX.png
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Honestly this is no joke -- I cannot get hold of anyone at crystalweb via email, and the network performance is extremely poor, particularly late evening and especially after midnight. I also registered an email problem in July where I was unable to send email from my telkomsa.net account (#36232) to my work address, but about a week after sending a sniffer trace to the technical team, it disappeared. The support portal's state is ridiculous (no stats when I last checked) and there is also no mechanism there for me to communicate with support people at CrystalWeb. I don't have capacity during my work day to chat with support people -- in any case I am at work then so even if I did it would be useless. I have also been in and out of country over the past two months. I know that you probably do not want to hear this right now, but I want to do is cancel -- for almost 4 weeks now.

Could I ask you a huge favour -- could you please get someone to please make contact with me? I have sent you a private message with my contact details.
Click to expand...

As previously mentioned, please PM me your details so I can trace this issue. Sounds like even your emails are not going out, as anything sent to those addresses will result in automated ticket creation and notification of the ticket number and support process. I cannot find any mails rejected by our servers with those subject lines so it's not even reaching our servers.

Live chat is always a support option and is our preferred method of communication for support related issues...
 
I am experiencing very bad throughput on my adsl. Browsing is extremely slow. I cannot even load a speedtest link.
 
hmadhi said:
I am experiencing very bad throughput on my adsl. Browsing is extremely slow. I cannot even load a speedtest link.
Click to expand...

Which indicates a serious line fault. Have you spoken to anyone on any of our support channels?
 
Hmm.

Getting some very bad pings to JHB servers from CT. All CT servers are running at 5ms while every server not in CT is getting about 140ms. This is on BF4.

Switching to VoX fixes the problem and all pings are about 25ms then to JHB servers.

Tracing a path it seems something is funky with CW traffic once it hits Mweb. See WinMTR below;
Code: 
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -    0 |   26 |   26 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|       cdsl2-ctn-vl2473-ipc.ip.isnet.net -    0 |   26 |   26 |    2 |    4 |    6 |    2 |
|            vlan2473.cdsl2-ctn.isdsl.net -    0 |   26 |   26 |    2 |    4 |    6 |    2 |
|                          196.35.115.136 -    0 |   26 |   26 |    3 |    4 |    6 |    6 |
|     mi-za-cpt-p8-te0-0-0-0.ip.isnet.net -    0 |   26 |   26 |    2 |    4 |    6 |    3 |
|                           168.209.2.131 -    0 |   26 |   26 |    2 |    4 |    6 |    3 |
|                        mweb.cinx.net.za -    0 |   26 |   26 |   92 |  114 |  132 |  118 |
|           te0-0-0-1.cpt-p-1.optinet.net -    0 |   26 |   26 |   26 |   28 |   31 |   31 |
|       tengig-0-0-0-0-vic-p-2.mweb.co.za -    0 |   26 |   26 |   24 |   28 |   31 |   24 |
|      102.bu-ether5.vic-pe-1.optinet.net -    0 |   26 |   26 |   24 |   26 |   29 |   24 |
|          bu-ether3.mca-pe-1.optinet.net -    0 |   26 |   26 |   25 |   26 |   29 |   28 |
|             197-80-96-30.jhb.mweb.co.za -    0 |   26 |   26 |  112 |  132 |  151 |  138 |
|           197-80-200-161.jhb.mweb.co.za -    0 |   26 |   26 |  112 |  135 |  154 |  140 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

CW gurus...anything I can do to help narrow this down?

This is on fibre btw.

Here is the same route with VoX

Code: 
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -    0 |   26 |   26 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|                            41.193.121.9 -    0 |   26 |   26 |    2 |    5 |   33 |    4 |
|                           41.193.121.10 -    0 |   26 |   26 |    2 |    4 |   15 |    4 |
|                            209.203.1.41 -    0 |   26 |   26 |    2 |    6 |   26 |    3 |
|               optinet.ct1.napafrica.net -    0 |   26 |   26 |    3 |    5 |   10 |    6 |
|           te0-0-0-1.cpt-p-1.optinet.net -    0 |   26 |   26 |   22 |   26 |   33 |   29 |
|       tengig-0-0-0-0-vic-p-2.mweb.co.za -    0 |   26 |   26 |   22 |   25 |   34 |   28 |
|      102.bu-ether5.vic-pe-1.optinet.net -    0 |   26 |   26 |   22 |   26 |   62 |   22 |
|          bu-ether3.mca-pe-1.optinet.net -    0 |   26 |   26 |   22 |   26 |   62 |   25 |
|             197-80-96-30.jhb.mweb.co.za -    0 |   26 |   26 |   22 |   23 |   26 |   25 |
|           197-80-200-161.jhb.mweb.co.za -    0 |   26 |   26 |   22 |   23 |   27 |   24 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
 
Last edited:
Orihalcon said:
Hmm.

Getting some very bad pings to JHB servers from CT. All CT servers are running at 5ms while every server not in CT is getting about 140ms. This is on BF4.

Switching to VoX fixes the problem and all pings are about 25ms then to JHB servers.

Tracing a path it seems something is funky with CW traffic once it hits Mweb. See WinMTR below;
Code: 
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -    0 |   26 |   26 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|       cdsl2-ctn-vl2473-ipc.ip.isnet.net -    0 |   26 |   26 |    2 |    4 |    6 |    2 |
|            vlan2473.cdsl2-ctn.isdsl.net -    0 |   26 |   26 |    2 |    4 |    6 |    2 |
|                          196.35.115.136 -    0 |   26 |   26 |    3 |    4 |    6 |    6 |
|     mi-za-cpt-p8-te0-0-0-0.ip.isnet.net -    0 |   26 |   26 |    2 |    4 |    6 |    3 |
|                           168.209.2.131 -    0 |   26 |   26 |    2 |    4 |    6 |    3 |
|                        mweb.cinx.net.za -    0 |   26 |   26 |   92 |  114 |  132 |  118 |
|           te0-0-0-1.cpt-p-1.optinet.net -    0 |   26 |   26 |   26 |   28 |   31 |   31 |
|       tengig-0-0-0-0-vic-p-2.mweb.co.za -    0 |   26 |   26 |   24 |   28 |   31 |   24 |
|      102.bu-ether5.vic-pe-1.optinet.net -    0 |   26 |   26 |   24 |   26 |   29 |   24 |
|          bu-ether3.mca-pe-1.optinet.net -    0 |   26 |   26 |   25 |   26 |   29 |   28 |
|             197-80-96-30.jhb.mweb.co.za -    0 |   26 |   26 |  112 |  132 |  151 |  138 |
|           197-80-200-161.jhb.mweb.co.za -    0 |   26 |   26 |  112 |  135 |  154 |  140 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

CW gurus...anything I can do to help narrow this down?

This is on fibre btw.

Here is the same route with VoX

Code: 
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -    0 |   26 |   26 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |    6 |    0 |    0 |    0 |    0 |    0 |
|                            41.193.121.9 -    0 |   26 |   26 |    2 |    5 |   33 |    4 |
|                           41.193.121.10 -    0 |   26 |   26 |    2 |    4 |   15 |    4 |
|                            209.203.1.41 -    0 |   26 |   26 |    2 |    6 |   26 |    3 |
|               optinet.ct1.napafrica.net -    0 |   26 |   26 |    3 |    5 |   10 |    6 |
|           te0-0-0-1.cpt-p-1.optinet.net -    0 |   26 |   26 |   22 |   26 |   33 |   29 |
|       tengig-0-0-0-0-vic-p-2.mweb.co.za -    0 |   26 |   26 |   22 |   25 |   34 |   28 |
|      102.bu-ether5.vic-pe-1.optinet.net -    0 |   26 |   26 |   22 |   26 |   62 |   22 |
|          bu-ether3.mca-pe-1.optinet.net -    0 |   26 |   26 |   22 |   26 |   62 |   25 |
|             197-80-96-30.jhb.mweb.co.za -    0 |   26 |   26 |   22 |   23 |   26 |   25 |
|           197-80-200-161.jhb.mweb.co.za -    0 |   26 |   26 |   22 |   23 |   27 |   24 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Click to expand...

Looking at the WinMTR results, Vox routes the traffic through Napafrica and IS routes through Mweb CINX peering links, It looks like Mweb's CINX links are congested at the moment.
 
Just been talking to netflix support

They're adamant the problem lies with my ISP.

They claim they're seeing severe dips in bandwidth to my client.
 
Sinbad said:
@DJ... - another thingy on the netflix.
I streamed ITV for a couple hours then I watched some netflix.
The average transfer rate on the Mikrotik graph was 3Mb/sec for ITV and 1Mb/sec for netflix.

I durrent understand. I wonder if it's something funky on the PS3?
Click to expand...

Sinbad said:
Just been talking to netflix support

They're adamant the problem lies with my ISP.

They claim they're seeing severe dips in bandwidth to my client.
Click to expand...

If you're using a PS3, I'm seeing the same thing. PS4 has also been having endless issues with PSN because it went down on 22nd of this month and hasn't been the same since. On the desktop, I can average 5MB/s.
 
Sinbad said:
Just been talking to netflix support
They're adamant the problem lies with my ISP.
They claim they're seeing severe dips in bandwidth to my client.
Click to expand...

How do they provide support to you when they are not officially out here?
 
BTW I reinstalled the Netflix client on the ps3 and a very brief test went up to 720 pretty quickly... Will monitor.
 
Crystal Web Support said:
Looking at the WinMTR results, Vox routes the traffic through Napafrica and IS routes through Mweb CINX peering links, It looks like Mweb's CINX links are congested at the moment.
Click to expand...

Silly question - can this be forwarded to Mweb by you guys so can be aware of this? If they aren't already that is.
 
Orihalcon said:
Silly question - can this be forwarded to Mweb by you guys so can be aware of this? If they aren't already that is.
Click to expand...

Those backbone notices are auto-setup already by IS. I then check it's all been reported correctly on our side. Thereafter though, there's not all that much we can do unless the problem switch/cabling/config etc is identified as being on the IS side (which in this case it wasn't). If it's simply a limitation of the peering capacity of the infrastructure itself, and is temporary, then there's often nothing that needs to be done. I can't speak much about specific peering agreements in place, but peering links are not all that often subjected to congestion and issues typically arise out of hardware failures. The techs are notified long before customers report these sorts of issues and take action accordingly by balancing the load, replacing gear, or adjusting configs. With respect to visibility into this sort of thing, it's next to nil...
 
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