Frogfoot Gpon FTTH Fibre Performance

lightpixel said:
Hey Conack, some advice, report ASAP and get hold of the head of NOC @ Frogfoot. This company operates in defensive and denial mode for at least the first month of a major problem. Its part of their corporate culture, the sooner you report this, the better.
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Frogfoot Fibre said:
Hi Conack, our technical teams have identified an issue between George and Cape Town and we have a solution to the fault which is currently being implemented and will be completed by COB tomorrow (31 October).
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lightpixel said:
What a pity the frogs have always got to be dragged into a public forum by end users before they react.
I mean where are the ISP's in this?! Lame. Pathetic. Boring. take some pride in your profession people.
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Lightpixel you bitch and moan about an open access network, who proves you wrong by responding the same day (and not a month later like you say), then you complain about the ISPs aswell?

You aren't even involved in this fault? Why don't get crank one out and stop posting kak? If you were involved I could understand but it seems you have some agenda or gripe with FF or the ISPs.
 
Wasabee! said:
Did you report this to your ISP? The ISP should be your first stop for support with any open access network.
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Took a week just to convince them that there's a problem, and it's NOT at our premises. Everything else was blamed.
They finally acknowledged that the issue must be with Frogfoot, but getting no joy further than that.

After 8pm it becomes a farce:
733567
 
Wasabee! said:
Lightpixel you bitch and moan about an open access network, who proves you wrong by responding the same day (and not a month later like you say), then you complain about the ISPs aswell?

You aren't even involved in this fault? Why don't get crank one out and stop posting kak? If you were involved I could understand but it seems you have some agenda or gripe with FF or the ISPs.
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Wasabee! said:
Lightpixel you bitch and moan about an open access network, who proves you wrong by responding the same day (and not a month later like you say), then you complain about the ISPs aswell?

You aren't even involved in this fault? Why don't get crank one out and stop posting kak? If you were involved I could understand but it seems you have some agenda or gripe with FF or the ISPs.
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It got the guy the answer he was looking for from the frogs. That’s why he’s here fan boy.

Edit:

If you read properly I was not having a go at the isp’s I was saying where are they, i.e. that the end user needs to get involved at this level clearly at their wits end and seems like a solid chilled oke.

My ISP, Atomic Access championed a cause in CT last time when I started this thread that took them a month to get resolved with the frogs which they did finally. It was a slog to get the Frogs to listen. It was hardware failure at the frogs end. Similar symptoms.

Forums are for exactly this kind of venting and problem solving Wasabee! It’s what resolved the last issue.

Bite me.
 
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Wasabee! said:
Lightpixel you bitch and moan about an open access network, who proves you wrong by responding the same day (and not a month later like you say), then you complain about the ISPs aswell?

You aren't even involved in this fault? Why don't get crank one out and stop posting kak? If you were involved I could understand but it seems you have some agenda or gripe with FF or the ISPs.
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One time a response is made within a day does not suddenly make them a delight to deal with - go read the rest of this thread and the others about how painful it actually is dealing with getting a Frogfoot issue sorted - there are guys 2 years later still dealing with issues, which had to be sorted with TCP accelerators and local VPNs.

This I tell you from experience - my fault alone took then almost 2 months to resolve (denial of any problem for 2 months, then suddenly they find a problem and miraculously everything is fixed) and gathering from what I've read, my resolution has been one of the quicker ones.

Lightpixel has been fighting the good fight to get them to get off their asses and get the problems sorted - his posting is pretty warranted, I'd rather have him post his "kak" and have them get off their asses and get their support and service levels up to scratch.

On the other hand, they did post that the solution would be in place by EOB last night - lets see what @Conack reports tonight, maybe they've been able to do a turnaround on their fault resolution and have started making an effort.
 
I live in the same area as Conack, my issue started since day one. I've been routing to the JHB server for some overhead reasons.

Got this sorted eventually, but shortly after my packet loss was extreme ( online gaming is a no go ) , from 10-30%. With that said, my line then goes down to 1-5 mbps down and 50-60 mbps up.

My wife, which knows nothing of any network related or it relates subjects, asked me few nights ago, " why does the fibre feel slower than our adsl we had ".

So ya...
 
Unfortunately the EOB 31 October came and no fix in sight - infact it was the worst to date.
Hope there's something else that can be done....
 
Conack said:
Unfortunately the EOB 31 October came and no fix in sight - infact it was the worst to date.
Hope there's something else that can be done....
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Sent you contact details for top man @ the
 
Another weekend of pure internet hell. Packetloss already started saturday afternoon since everyone's home. Forced to watch an offline movie (and I generally don't like watching movies) as internet is just unusable.

Neighbour resorting to watching DSTV reruns as he can't stream.
Have set up a PC on the vox router with remote access - details sent to Vox engineers so they can see first hand what we're dealing with here. Plugged into a separate port and advised that they're welcome to disable Port 2 (rest of the network) to make sure there's nothing inhouse causing the problems.

The fact that they closed the ticket with Frogfoot again (according to the Vox support I spoke to on Friday).... just rubs me up the wrong way.
Ticket has been closed and reopened more times than I care to count.

Don't know why it's is so difficult for Vox to accept that:
#1 There REALLY is an issue here.
#2 The issue isn't on my network. Every possible troubleshooting has been done already.
#3 It's clearly congestion.
#4 Nothing's been done and we're about 2 weeks in from my first call to Vox about congestion, except for trying to find a fault on my side and treating me like an idiot.

Using PingTracer, On the left of the red line you can see the connection is 100% around midnight.
On the right, 11am today and we're already seeing packetloss.

Packetloss.png


Last night, using Pingplotter:
734425

After 8pm at night: (Packetloss on the very first hop)
734429

Thursday evening after 8pm:
734439

734433


I send all this to Vox, have spoken to how many support techs, and this is what I get:

734437
 
Conack said:
Another weekend of pure internet hell. Packetloss already started saturday afternoon since everyone's home. Forced to watch an offline movie (and I generally don't like watching movies) as internet is just unusable.

Neighbour resorting to watching DSTV reruns as he can't stream.
Have set up a PC on the vox router with remote access - details sent to Vox engineers so they can see first hand what we're dealing with here. Plugged into a separate port and advised that they're welcome to disable Port 2 (rest of the network) to make sure there's nothing inhouse causing the problems.

The fact that they closed the ticket with Frogfoot again (according to the Vox support I spoke to on Friday).... just rubs me up the wrong way.
Ticket has been closed and reopened more times than I care to count.

Don't know why it's is so difficult for Vox to accept that:
#1 There REALLY is an issue here.
#2 The issue isn't on my network. Every possible troubleshooting has been done already.
#3 It's clearly congestion.
#4 Nothing's been done and we're about 2 weeks in from my first call to Vox about congestion, except for trying to find a fault on my side and treating me like an idiot.

Using PingTracer, On the left of the red line you can see the connection is 100% around midnight.
On the right, 11am today and we're already seeing packetloss.

View attachment 734419


Last night, using Pingplotter:
View attachment 734425

After 8pm at night: (Packetloss on the very first hop)
View attachment 734429

Thursday evening after 8pm:
View attachment 734439

View attachment 734433


I send all this to Vox, have spoken to how many support techs, and this is what I get:

View attachment 734437
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I am sure I can make the connection more stable with a Fusion device. Please PM me your circuit details and I'll take it up to see if I can persuade them to use it as a test case.
 
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r00igev@@r said:
I am sure I can make the connection more stable with a Fusion device. Please PM me your circuit details and I'll take it up to see if I can persuade them to use it as a test case.
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Between midnight and 9am the connection is perfect. The cable itself then can't be at fault if it works 100% at certain hours of the day, and only acts up during "peak use hours", or am I missing something?
 
One Vox technician said the following, which makes perfect sense:
"What happens sometimes is when a main link goes down then those users are moved to a backup link but not moved back after the main link has been restored. The backup link is then overloaded/congested for everyone until they're moved back to to the main link"

Unfortunately, that hasn't happened yet and it was around the time of the loadshedding that this all started.
We just need someone on infrastructure side to look at congested routes/routers.
 
Conack said:
Between midnight and 9am the connection is perfect. The cable itself then can't be at fault if it works 100% at certain hours of the day, and only acts up during "peak use hours", or am I missing something?
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Correct. It is how you mitigate congestion with a solution that uses up to date protocols and not legacy implementations.
 
Same as Conack, we live in the same area of George. I can't use the internet as it buffers and loading anything like webpages feel like old dial up, you literally see the picture downloading on mybroadband.
With that said, i'm the only one on the network with only my computer running on the network. Wife's phone is turned off, tv's any devices that may use the connection. International latencies are over 1000ms-2000ms.

This seriously can't be a thing we just " have to deal with " because we're on FTTH ? I don't use the connection between office hours, when i get home it's unusable!
 
Good Day,

Please note that Frogfoot is currently aware of a capacity issue on the backhaul between George and Cape Town. This is due to the unprecedented growth on our George network.

We are currently working with our Vendor to upgrade the capacity. We want to assure you that we are doing everything we can to mitigate the impact to services as soon as possible and will provide progress updates as and when we receive them.

We apologies for the inconvenience caused.
 
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