How to get a response from Afrihost helpdesk?

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iandoug

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Is there a secret technique to getting a response from the helpdesk?

Or can someone recommend a fibre ISP that actually responds? I see WebAfrica is out of the question.

Fibre by Vumatel, Durbanville.

Thanks, Ian
 
iandoug said:
Is there a secret technique to getting a response from the helpdesk?

Or can someone recommend a fibre ISP that actually responds? I see WebAfrica is out of the question.

Fibre by Vumatel, Durbanville.

Thanks, Ian
Click to expand...

Hi Ian,

Sorry for the poor support you have experienced. I would like to assist.
 
I did get a fast response from Github, they said I need to talk to you ... since traceroute dies someone Over There.

Even basic ssh github.com times out.
 
iandoug said:
I did get a fast response from Github, they said I need to talk to you ... since traceroute dies someone Over There.

Even basic ssh github.com times out.
Click to expand...

I've tested on my side and it works fine. I'm trying to cap the ip so we can compare trace routes. The trace route you send in the email is to github.com which would not host the content.

github_clone.png
 
Mmm that's odd. The traceroute was as per Github's "debug connectivity problems" page.

GitHub Debug

github-debug.com

Now what?
I see there is more than one IP associated with ffm-bb2-link.telia.net

Is this something I can fix or is the issue elsewhere?

14:50:02 ~/projects $ traceroute 62.115.114.200
traceroute to 62.115.114.200 (62.115.114.200), 30 hops max, 60 byte packets
1 ipfire (192.168.1.254) 0.275 ms 0.252 ms 0.239 ms
2 192.168.2.254 (192.168.2.254) 0.698 ms 0.910 ms 1.141 ms
3 165-73-112-1.ip.afrihost.capetown (165.73.112.1) 4.437 ms 7.809 ms 7.809 ms
4 169-1-2-113.ip.afrihost.capetown (169.1.2.113) 5.190 ms 5.842 ms 6.063 ms
5 169-1-21-147.ip.afrihost.co.za (169.1.21.147) 4.371 ms 4.359 ms 4.408 ms
6 169-1-21-131.ip.afrihost.co.za (169.1.21.131) 5.000 ms 4.632 ms 4.767 ms
7 wdcnw-os-cer-1-wan.osnet.co.za (196.25.158.241) 6.648 ms 6.104 ms 6.360 ms
8 10.189.30.2 (10.189.30.2) 150.161 ms 152.536 ms 152.765 ms
9 63.218.243.157 (63.218.243.157) 152.536 ms 152.730 ms 152.452 ms
10 TenGE0-0-0-15.br02.ldn12.pccwbtn.net (63.223.14.98) 148.938 ms 148.934 ms 144.927 ms
11 ldn-b3-link.telia.net (213.248.68.104) 231.797 ms * 148.727 ms
12 * ldn-bb4-link.telia.net (62.115.120.238) 149.542 ms 174.580 ms
13 prs-bb4-link.telia.net (62.115.114.229) 170.911 ms 173.225 ms 173.359 ms
14 * * ffm-bb2-link.telia.net (62.115.122.139) 162.455 ms

14:50:14 ~/projects $ traceroute github.com
traceroute to github.com (192.30.253.113), 30 hops max, 60 byte packets
1 ipfire (192.168.1.254) 0.293 ms 0.274 ms 0.265 ms
2 192.168.2.254 (192.168.2.254) 0.646 ms 0.807 ms 1.054 ms
3 165-73-112-1.ip.afrihost.capetown (165.73.112.1) 4.852 ms 6.506 ms 6.512 ms
4 169-1-2-113.ip.afrihost.capetown (169.1.2.113) 4.372 ms 4.371 ms 4.361 ms
5 169-1-21-147.ip.afrihost.co.za (169.1.21.147) 4.388 ms 4.398 ms 4.552 ms
6 169-1-21-131.ip.afrihost.co.za (169.1.21.131) 5.399 ms 5.043 ms 5.092 ms
7 wdcnw-os-cer-1-wan.osnet.co.za (196.25.158.241) 6.696 ms 6.128 ms 6.192 ms
8 10.189.30.2 (10.189.30.2) 145.837 ms 147.631 ms 151.871 ms
9 185.84.17.73 (185.84.17.73) 149.713 ms 149.711 ms 149.722 ms
10 ae-9.r21.londen12.uk.bb.gin.ntt.net (129.250.2.184) 150.047 ms 149.439 ms 143.947 ms
11 ae-3.r24.asbnva02.us.bb.gin.ntt.net (129.250.2.111) 223.225 ms 225.412 ms 222.027 ms
12 ae-20.r06.asbnva02.us.bb.gin.ntt.net (129.250.2.133) 225.527 ms ae-2.r05.asbnva02.us.bb.gin.ntt.net (129.250.2.22) 226.149 ms ae-20.r06.asbnva02.us.bb.gin.ntt.net (129.250.2.133) 226.113 ms
13 ce-0-9-0-2.r05.asbnva02.us.ce.gin.ntt.net (129.250.194.78) 221.947 ms ce-0-6-0-1.r06.asbnva02.us.ce.gin.ntt.net (129.250.196.98) 225.251 ms ce-0-9-0-2.r05.asbnva02.us.ce.gin.ntt.net (129.250.194.78) 225.175 ms
14 * * *
15 * * *

Thanks, Ian
 
iandoug said:
Mmm that's odd. The traceroute was as per Github's "debug connectivity problems" page.

GitHub Debug

github-debug.com

Now what?
I see there is more than one IP associated with ffm-bb2-link.telia.net

Is this something I can fix or is the issue elsewhere?

14:50:02 ~/projects $ traceroute 62.115.114.200
traceroute to 62.115.114.200 (62.115.114.200), 30 hops max, 60 byte packets
1 ipfire (192.168.1.254) 0.275 ms 0.252 ms 0.239 ms
2 192.168.2.254 (192.168.2.254) 0.698 ms 0.910 ms 1.141 ms
3 165-73-112-1.ip.afrihost.capetown (165.73.112.1) 4.437 ms 7.809 ms 7.809 ms
4 169-1-2-113.ip.afrihost.capetown (169.1.2.113) 5.190 ms 5.842 ms 6.063 ms
5 169-1-21-147.ip.afrihost.co.za (169.1.21.147) 4.371 ms 4.359 ms 4.408 ms
6 169-1-21-131.ip.afrihost.co.za (169.1.21.131) 5.000 ms 4.632 ms 4.767 ms
7 wdcnw-os-cer-1-wan.osnet.co.za (196.25.158.241) 6.648 ms 6.104 ms 6.360 ms
8 10.189.30.2 (10.189.30.2) 150.161 ms 152.536 ms 152.765 ms
9 63.218.243.157 (63.218.243.157) 152.536 ms 152.730 ms 152.452 ms
10 TenGE0-0-0-15.br02.ldn12.pccwbtn.net (63.223.14.98) 148.938 ms 148.934 ms 144.927 ms
11 ldn-b3-link.telia.net (213.248.68.104) 231.797 ms * 148.727 ms
12 * ldn-bb4-link.telia.net (62.115.120.238) 149.542 ms 174.580 ms
13 prs-bb4-link.telia.net (62.115.114.229) 170.911 ms 173.225 ms 173.359 ms
14 * * ffm-bb2-link.telia.net (62.115.122.139) 162.455 ms

14:50:14 ~/projects $ traceroute github.com
traceroute to github.com (192.30.253.113), 30 hops max, 60 byte packets
1 ipfire (192.168.1.254) 0.293 ms 0.274 ms 0.265 ms
2 192.168.2.254 (192.168.2.254) 0.646 ms 0.807 ms 1.054 ms
3 165-73-112-1.ip.afrihost.capetown (165.73.112.1) 4.852 ms 6.506 ms 6.512 ms
4 169-1-2-113.ip.afrihost.capetown (169.1.2.113) 4.372 ms 4.371 ms 4.361 ms
5 169-1-21-147.ip.afrihost.co.za (169.1.21.147) 4.388 ms 4.398 ms 4.552 ms
6 169-1-21-131.ip.afrihost.co.za (169.1.21.131) 5.399 ms 5.043 ms 5.092 ms
7 wdcnw-os-cer-1-wan.osnet.co.za (196.25.158.241) 6.696 ms 6.128 ms 6.192 ms
8 10.189.30.2 (10.189.30.2) 145.837 ms 147.631 ms 151.871 ms
9 185.84.17.73 (185.84.17.73) 149.713 ms 149.711 ms 149.722 ms
10 ae-9.r21.londen12.uk.bb.gin.ntt.net (129.250.2.184) 150.047 ms 149.439 ms 143.947 ms
11 ae-3.r24.asbnva02.us.bb.gin.ntt.net (129.250.2.111) 223.225 ms 225.412 ms 222.027 ms
12 ae-20.r06.asbnva02.us.bb.gin.ntt.net (129.250.2.133) 225.527 ms ae-2.r05.asbnva02.us.bb.gin.ntt.net (129.250.2.22) 226.149 ms ae-20.r06.asbnva02.us.bb.gin.ntt.net (129.250.2.133) 226.113 ms
13 ce-0-9-0-2.r05.asbnva02.us.ce.gin.ntt.net (129.250.194.78) 221.947 ms ce-0-6-0-1.r06.asbnva02.us.ce.gin.ntt.net (129.250.196.98) 225.251 ms ce-0-9-0-2.r05.asbnva02.us.ce.gin.ntt.net (129.250.194.78) 225.175 ms
14 * * *
15 * * *

Thanks, Ian
Click to expand...

The issue not on our side it's much further but let's not blame yet.

What router are you using if I may ask?
 
TP-Link N600, on the other side of an IPFire firewall.
 
You make it sound like the spooks are wanting to fiddle with my traffic.
 
iandoug said:
You make it sound like the spooks are wanting to fiddle with my traffic.
Click to expand...

Not at all. I just want to rule it out as a possible issue and gather as much info as possible. Just logging a fault the FNO is going to laugh at the fault. When I log a fault or ask NOC to have a look I want to show them we did everything the issue is not at the clients premises.
 
So what's happening at/to Afrihost this morn? My fibre Internet login is all of a sudden being rejected. How do I get some kind of response & resolution on ticket KHW-167-31988? I am NOT impressed with PITA wassap kind of support. Today is not a holiday for me and I need to work. I can't rely on a limited (and expensive) mobile connection for this.

Edit (09:51): A miracle has manifested on this bright, sunny day: Despite Afrihost support still nowhere to be found, can now at least log in :)
 
Last edited:
graybeard said:
So what's happening at/to Afrihost this morn? My fibre Internet login is all of a sudden being rejected. How do I get some kind of response & resolution on ticket KHW-167-31988? I am NOT impressed with PITA wassap kind of support. Today is not a holiday for me and I need to work. I can't rely on a limited (and expensive) mobile connection for this.

Edit (09:51): A miracle has manifested on this bright, sunny day: Despite Afrihost support still nowhere to be found, can now at least log in :)
Click to expand...

Apologies for the delay in response. I see someone has responded to the ticket.

We are experiencing a huge influx of support calls on whatsapp, call back request and email tickets due to various outages. I do apologise for this.
 
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