Fibre issues and support responses

H

haCid

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Hi @AfriMan

Been having issues with my 200mb line (upped to 500mb for lockdown).
When I talk to whatsapp help, I get told to use a vpn / proxy service if I want full speeds.
Not sure why I am paying for 200mb then?

Wondering if you can help?

My current national speed;

1589711600256.png

My current international speed;

1589711628450.png

1589711643770.png

But the best part of the entire chat was this;

[12:14, 5/17/2020] Afrihost: Thanks, there could be a host of reasons why it is at that level now.

The line is fine, the pings are not bad so that speeds will be slow.

When this happens, please run traceroutes so we can see there and there as right now the issue is not persisting.
[12:15, 5/17/2020] xxx: but why is the download and upload speed so bad?
[12:15, 5/17/2020] xxx: ping is fine yes, but im paying for full line speed, national and international, not 18mbps
[12:17, 5/17/2020] xxx: local im getting almost 500mbps, but international its 1/10th of that, and as you know, all gaming servers are international

[12:17, 5/17/2020] Afrihost: Please go to http://speedtest.mybroadband.co.za/ and run a speed test with a LAN cable connenction as wifi is not as reliable
[12:17, 5/17/2020] xxx: my pc is connected via lan
[12:19, 5/17/2020] Afrihost: To get 500mbps on a speed test on an international server, you would need to setup a VPN or proxy server.
[12:21, 5/17/2020] xxx: haha are you serious?
[12:21, 5/17/2020] xxx: why does people with webafrica not have to do that?
[12:22, 5/17/2020] Afrihost: I am not sure of what services web africa offers.
[12:22, 5/17/2020] xxx: so you reckon, that we pay for 500mbps for national speeds only, if you would like to achieve >50mbps international, you have to fork up more money for a vpn / proxy service?
[12:24, 5/17/2020] Afrihost: Thanks, it depends on what you need the internet for, I will escalate this to our NOC team to see if they can assist.
[12:24, 5/17/2020] xxx: ok, what should i do in the interm?
[12:26, 5/17/2020] Afrihost: Unfortunately, you have to wait.
[12:26, 5/17/2020] xxx: ok cool, i will also share my dissapointment on the mybroadband forums
[12:28, 5/17/2020] Afrihost: Is there anything else that I can help with for now?
[12:28, 5/17/2020]xxx nope, guess not, thank youy
[12:28, 5/17/2020] xxx: you*
[12:30, 5/17/2020] Afrihost: zThank you for your time and for contacting us, have a wonderful day further.

Bye and stay safe :)

-------------------------------------------------------------------------------------

So my question is, should I fork out more cash for a vpn service to be able to play games? Does afrihost only offer stable connections to national servers? If you game on international servers, you should not use Afrihost? Im confused.

Kind regards
haCid
 
haCid said:
Hi @AfriMan

Been having issues with my 200mb line (upped to 500mb for lockdown).
When I talk to whatsapp help, I get told to use a vpn / proxy service if I want full speeds.
Not sure why I am paying for 200mb then?

Wondering if you can help?

My current national speed;

View attachment 841647

My current international speed;

View attachment 841649

View attachment 841651

But the best part of the entire chat was this;

[12:14, 5/17/2020] Afrihost: Thanks, there could be a host of reasons why it is at that level now.

The line is fine, the pings are not bad so that speeds will be slow.

When this happens, please run traceroutes so we can see there and there as right now the issue is not persisting.
[12:15, 5/17/2020] xxx: but why is the download and upload speed so bad?
[12:15, 5/17/2020] xxx: ping is fine yes, but im paying for full line speed, national and international, not 18mbps
[12:17, 5/17/2020] xxx: local im getting almost 500mbps, but international its 1/10th of that, and as you know, all gaming servers are international

[12:17, 5/17/2020] Afrihost: Please go to http://speedtest.mybroadband.co.za/ and run a speed test with a LAN cable connenction as wifi is not as reliable
[12:17, 5/17/2020] xxx: my pc is connected via lan
[12:19, 5/17/2020] Afrihost: To get 500mbps on a speed test on an international server, you would need to setup a VPN or proxy server.
[12:21, 5/17/2020] xxx: haha are you serious?
[12:21, 5/17/2020] xxx: why does people with webafrica not have to do that?
[12:22, 5/17/2020] Afrihost: I am not sure of what services web africa offers.
[12:22, 5/17/2020] xxx: so you reckon, that we pay for 500mbps for national speeds only, if you would like to achieve >50mbps international, you have to fork up more money for a vpn / proxy service?
[12:24, 5/17/2020] Afrihost: Thanks, it depends on what you need the internet for, I will escalate this to our NOC team to see if they can assist.
[12:24, 5/17/2020] xxx: ok, what should i do in the interm?
[12:26, 5/17/2020] Afrihost: Unfortunately, you have to wait.
[12:26, 5/17/2020] xxx: ok cool, i will also share my dissapointment on the mybroadband forums
[12:28, 5/17/2020] Afrihost: Is there anything else that I can help with for now?
[12:28, 5/17/2020]xxx nope, guess not, thank youy
[12:28, 5/17/2020] xxx: you*
[12:30, 5/17/2020] Afrihost: zThank you for your time and for contacting us, have a wonderful day further.

Bye and stay safe :)

-------------------------------------------------------------------------------------

So my question is, should I fork out more cash for a vpn service to be able to play games? Does afrihost only offer stable connections to national servers? If you game on international servers, you should not use Afrihost? Im confused.

Kind regards
haCid
Click to expand...

Poor advice. The very first thing that comes to mind when anyone complains about poor speed on international is packetloss on the fibre line.
 
haCid said:
Day 3, still no update, when contacting them on whatsapp, support cannot help as its not the original person I spoke to

@AfriMan @AfriFella @AfriGuy @Afrihost-Gian
Click to expand...
Hey haCid,
I understand that your international speeds are poor and that our team was not effective at handling this, I am sorry about that. Please test your connection using 2 international servers that are in different locations and also perform a traceroute to twitter.com or any international site then forward me the results so I can investigate this.
 
Hi @AfriFella

Please find images below;

1590140440711.png

LOCAL SPEED TEST;

1590140514233.png

INTERNATIONAL GERMANY FRANKFURT;

1590140593726.png

INTERNATIONAL LONDON;

1590140665353.png

INTERNATIONAL MIAMI;

1590140753633.png

Then, these are the 2 ticket numbers also under my account for this issue;

#GRC-575-83871 and #YIY-542-39376

Kind regards
 
Th
haCid said:
Hi @AfriFella

Please find images below;

View attachment 844207

LOCAL SPEED TEST;

View attachment 844211

INTERNATIONAL GERMANY FRANKFURT;

View attachment 844213

INTERNATIONAL LONDON;

View attachment 844217

INTERNATIONAL MIAMI;

View attachment 844219

Then, these are the 2 ticket numbers also under my account for this issue;

#GRC-575-83871 and #YIY-542-39376

Kind regards
Click to expand...
Thanks for the feedback. I can see that your connection to Miami and Germany is much worse than London which is about 128mbps which is why the twitter traceroute results don't look too bad. It's very strange so I have asked our critical care team to assist.
.
 
@AfriFella

Thank you very much, I appreciate it, this issue has been ongoing for about a week now, and would like to resolve it asap. The pings does not look to bad, but as soon as you try online gaming (which you know is a big part of our lives in lockdown :P), you end up raging....

Would appreciate if it can be fixed asap

Kindest regards
 
haCid said:
@AfriFella

Thank you very much, I appreciate it, this issue has been ongoing for about a week now, and would like to resolve it asap. The pings does not look to bad, but as soon as you try online gaming (which you know is a big part of our lives in lockdown :p), you end up raging....

Would appreciate if it can be fixed asap

Kindest regards
Click to expand...
Alright, I am positive that the issue will be resolved soon.
 
haCid said:
@AfriFella @AfriGuy

is there a reason my thread gets ignored? Iam shocked at the level of support, its really disappointing.
Click to expand...

Hi haCid,

We have dropped the ball in a big way. I apologise for that. This is not the support we pride ourselves in.
I see you have contacted my colleague but I would like to follow up.

Do you mind sending me your info and your IP via inbox?
 
9544232752.png9544224957.png

It seems like all International traffic is around the 10Mbps profile. I have been trying to get assistance for more than a month, having identified it for Afrihost to investigate. All I get from their support team is that the NOC is looking into it. Seems more like Afrihost is still stuck on Level 5 lockdown that even their network can't seem to handle it.

Good luck if you get resolution anytime soon!
 
R4vZn said:
View attachment 855789View attachment 855791

It seems like all International traffic is around the 10Mbps profile. I have been trying to get assistance for more than a month, having identified it for Afrihost to investigate. All I get from their support team is that the NOC is looking into it. Seems more like Afrihost is still stuck on Level 5 lockdown that even their network can't seem to handle it.

Good luck if you get resolution anytime soon!
Click to expand...
Hey @R4vZn

Have you tried another browser? According to some clients, it can be the browser causing this issue. What London server is this?
 
haCid said:
Hi @AfriMan

Been having issues with my 200mb line (upped to 500mb for lockdown).
When I talk to whatsapp help, I get told to use a vpn / proxy service if I want full speeds.
Not sure why I am paying for 200mb then?

Wondering if you can help?

My current national speed;

View attachment 841647

My current international speed;

View attachment 841649

View attachment 841651

But the best part of the entire chat was this;

[12:14, 5/17/2020] Afrihost: Thanks, there could be a host of reasons why it is at that level now.

The line is fine, the pings are not bad so that speeds will be slow.

When this happens, please run traceroutes so we can see there and there as right now the issue is not persisting.
[12:15, 5/17/2020] xxx: but why is the download and upload speed so bad?
[12:15, 5/17/2020] xxx: ping is fine yes, but im paying for full line speed, national and international, not 18mbps
[12:17, 5/17/2020] xxx: local im getting almost 500mbps, but international its 1/10th of that, and as you know, all gaming servers are international

[12:17, 5/17/2020] Afrihost: Please go to http://speedtest.mybroadband.co.za/ and run a speed test with a LAN cable connenction as wifi is not as reliable
[12:17, 5/17/2020] xxx: my pc is connected via lan
[12:19, 5/17/2020] Afrihost: To get 500mbps on a speed test on an international server, you would need to setup a VPN or proxy server.
[12:21, 5/17/2020] xxx: haha are you serious?
[12:21, 5/17/2020] xxx: why does people with webafrica not have to do that?
[12:22, 5/17/2020] Afrihost: I am not sure of what services web africa offers.
[12:22, 5/17/2020] xxx: so you reckon, that we pay for 500mbps for national speeds only, if you would like to achieve >50mbps international, you have to fork up more money for a vpn / proxy service?
[12:24, 5/17/2020] Afrihost: Thanks, it depends on what you need the internet for, I will escalate this to our NOC team to see if they can assist.
[12:24, 5/17/2020] xxx: ok, what should i do in the interm?
[12:26, 5/17/2020] Afrihost: Unfortunately, you have to wait.
[12:26, 5/17/2020] xxx: ok cool, i will also share my dissapointment on the mybroadband forums
[12:28, 5/17/2020] Afrihost: Is there anything else that I can help with for now?
[12:28, 5/17/2020]xxx nope, guess not, thank youy
[12:28, 5/17/2020] xxx: you*
[12:30, 5/17/2020] Afrihost: zThank you for your time and for contacting us, have a wonderful day further.

Bye and stay safe :)

-------------------------------------------------------------------------------------

So my question is, should I fork out more cash for a vpn service to be able to play games? Does afrihost only offer stable connections to national servers? If you game on international servers, you should not use Afrihost? Im confused.

Kind regards
haCid
Click to expand...


i had a simliar issue , turns out it was windows,

follow from here

Web Squad ISP

Not that easy, if something your side is causing TCP retransmits, your speed will be inversely proportional to the distance (latency). Basically, the higher the latency, the lower your speed. TCP always performs slower with higher latency, that's expected. Add packet loss or retransmits, and you...
mybroadband.co.za mybroadband.co.za
 
@ijacobs3

Morning sir, can you give me more details?
If its windows, the fix should be easy. How did you fix it?

Kind regards
 
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