Official Web Africa thread

Webafrica Helper · Mar 9, 2018

NBC said:
It's been a week now since I logged ticket 114750 after I upgraded my fibre line from 4Mbps to 20Mbpd on the online portal. I'm still waiting, but you already invoiced me.

Online chat is not available, on the phone you hold for at least 40 minutes, the first response on the ticket was 5 days after I logged the ticket, and for the last 2 days I haven't had any response except here.

Seriously guys, this is very, very, very bad service. I am starting to regret choosing you as a service provider.

Escalated this to the seniors - who are looking into this and will ensure you are responded to asap

Joker · Mar 9, 2018

@WebAfrica Helper

If I'm getting speeds like this on Rain LTE, would it be possible to cancel end of this month instead of end of April?

Thanks

Elro · Mar 10, 2018

infection said:
So, how does one get WebAfrica to be actually helpful and resolve problems.

Regarding the debacle on High Latency and Packet loss. After providing WebAfrica with stats from my account, a WebAfrica test account and a Telkom account I still have no answer.

Not only does the online support suck, I don't get call backs and (as it seems) the network engineers being in-capable of giving an answer to problem.

Also, why does your system allow for tickets to be removed from a clients portal? Yes, not closed. All of my tickets has been removed from my client portal.

I found the best solution was to find another ISP.

bokka1 · Mar 10, 2018

The WA guy here said last year that the price will decrease in the beginning of 2018. Now it increased.

I am glad I moved to Vox.

Webafrica Helper · Mar 12, 2018

Joker said:
@WebAfrica Helper

If I'm getting speeds like this on Rain LTE, would it be possible to cancel end of this month instead of end of April?

View attachment 505765

Thanks

Please DM your ticket reference to allow us to have a look and ensure this is sorted asap - will get the team to call to discuss your connection and if required at that point - discuss any related inquiries

Webafrica Helper · Mar 12, 2018

bokka1 said:
The WA guy here said last year that the price will decrease in the beginning of 2018. Now it increased.

I am glad I moved to Vox.

We assure you that we have gone to great lengths to keep this increase to a minimum . This is the first time in 20 years that we have applied a blanket increase - up until now - we have absorbed the increases in our operational costs, which all companies experience and adhere to, to be able to continue to offer services to the public and our valuable Webafricans

HunterGR · Mar 12, 2018

@WebAfrica Helper could you take a look at Ticket 122855 asap please?

Webafrica Helper · Mar 12, 2018

HunterGR said:
@WebAfrica Helper could you take a look at Ticket 122855 asap please?

Thank you - will get the team on this asap

thewusman · Mar 12, 2018

2nd night in a row and after 8pm speeds in PE go for a ball of F***ing ****.

What is up Web Africa - this is not the standard of ISP I expect from you ?

Tomorrow morning it will all be back to normal.

40mbps VDSL that streams Netflix in 4k now reduced to <480p ?

Youtube buffering an SD stream.

Something is wrong and you're clearly incapable of addressing the issue.

Nice one.

thewusman · Mar 12, 2018

WebAfrica Helper said:
Morning

Please DM us your Webafrica account details to allow us to get this investigated and sorted

Thank you for your efforts

This needs a network engineer to spend some time on the professional pingplotter tools to diagnose the peering f*** ups during the evenings.

I'm not doing that for you.

Edit:

And magically at around 10pm it's back to normal.

Couldn't even resolve some local news and tech sites with traceroute timeouts between 8ish and 10.

Webafrica Helper · Mar 13, 2018

thewusman said:
This needs a network engineer to spend some time on the professional pingplotter tools to diagnose the peering f*** ups during the evenings.

I'm not doing that for you.

Edit:

And magically at around 10pm it's back to normal.

Couldn't even resolve some local news and tech sites with traceroute timeouts between 8ish and 10.

Thank you for your feedback - the network team will have a look at the provided time frames to replicate , isolate and restore as best we can - thank you again

Webafrica Helper · Mar 13, 2018

thewusman said:
2nd night in a row and after 8pm speeds in PE go for a ball of F***ing ****.

What is up Web Africa - this is not the standard of ISP I expect from you ?

Tomorrow morning it will all be back to normal.

40mbps VDSL that streams Netflix in 4k now reduced to <480p ?

Youtube buffering an SD stream.

Something is wrong and you're clearly incapable of addressing the issue.

Nice one.

Please confirm the ticket reference # relating to this

Pada · Mar 13, 2018

So can someone please explain to me why my ping to the Johannesburg (local) server from Stellenbosch is higher (and with 1-4% packet loss) than my ping to Frankfurt where I get 195ms ping with 0% packet loss?
Like I literally cannot join local (SA) games due to this.

Here is CS:GO's ping measurement. fra = Frankfurt, jnb = Johannesburg

Code:

Ping measurement complete after 4.8s.  Sending sample to GC
  ams: 203ms via fra (front=194ms, back=9ms)
  atl: 281ms via lhr (front=197ms, back=84ms)
  bom: 366ms via dxb (front=341ms, back=25ms)
  can: 607ms via cant (front=607ms, back=0ms)
  canm: 607ms via cant (front=607ms, back=0ms)
  cant: 607ms via direct route
  canu: 607ms via cant (front=607ms, back=0ms)
  dxb: 341ms via direct route
  eat: 322ms via ord (front=274ms, back=48ms)
  fra: 194ms via direct route
  gru: 412ms via lhr (front=197ms, back=215ms)
  hkg: 446ms via ord (front=274ms, back=172ms)
  iad: 268ms via lhr (front=197ms, back=71ms)
  jnb: 336ms via direct route
  lax: 326ms via lhr (front=197ms, back=129ms)
  lhr: 197ms via direct route
  lim: 353ms via direct route
  lux: 197ms via fra (front=194ms, back=3ms)
  maa: 384ms via dxb (front=341ms, back=43ms)
  mad: 227ms via lhr (front=197ms, back=30ms)
  man: 495ms via lhr (front=197ms, back=298ms)
  mwh: 329ms via lhr (front=197ms, back=132ms)
  okc: 291ms via ord (front=274ms, back=17ms)
  ord: 274ms via direct route
  par: 208ms via fra (front=194ms, back=14ms)
  pwg: 531ms via direct route
  pwj: 561ms via direct route
  pwt: 416ms via shat (front=416ms, back=0ms)
  scl: 382ms via lim (front=353ms, back=29ms)
  sea: 317ms via ord (front=274ms, back=43ms)
  sgp: 452ms via direct route
  sha: 416ms via shat (front=416ms, back=0ms)
  sham: 416ms via shat (front=416ms, back=0ms)
  shat: 416ms via direct route
  shau: 416ms via shat (front=416ms, back=0ms)
  sto: 213ms via fra (front=194ms, back=19ms)
  sto2: 213ms via fra (front=194ms, back=19ms)
  syd: 491ms via lhr (front=197ms, back=294ms)
  tsn: 443ms via tsnm (front=443ms, back=0ms)
  tsnm: 443ms via direct route
  tsnt: 443ms via tsnm (front=443ms, back=0ms)
  tsnu: 443ms via tsnm (front=443ms, back=0ms)
  tuk: 318ms via ord (front=274ms, back=44ms)
  tyo: 400ms via ord (front=274ms, back=126ms)
  vie: 206ms via fra (front=194ms, back=12ms)
  waw: 211ms via fra (front=194ms, back=17ms)

A traceroute to the Frankfurt server:

Code:

Tracing route to 162.254.197.170 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    29 ms    24 ms    25 ms  196.38.75.121
  4    55 ms     *       44 ms  196.38.75.122
  5    25 ms    24 ms    24 ms  196.38.77.88
  6   273 ms   298 ms   347 ms  mi-za-cpt-p7-te0-7-0-0.ip.isnet.net [168.209.2.12]
  7   388 ms   408 ms   502 ms  168.209.201.28
  8   167 ms   168 ms   164 ms  195.50.122.229
  9     *        *        *     Request timed out.
 10   179 ms   178 ms   177 ms  valve-corpo.ear2.frankfurt1.level3.net [62.67.34.150]
 11     *        *        *     Request timed out.
 12   180 ms   181 ms   182 ms  162.254.197.170

Trace complete.

A traceroute to the Jhb server:

Code:

Tracing route to 155.133.238.162 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.chris.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    26 ms    26 ms    25 ms  196.38.75.121
  4    56 ms    58 ms    86 ms  196.38.75.122
  5    25 ms    26 ms    26 ms  196.38.77.88
  6   419 ms   344 ms   432 ms  mi-za-cpt-p7-te0-7-0-0.ip.isnet.net [168.209.2.12]
  7    42 ms    40 ms    45 ms  168.209.100.101
  8    45 ms    40 ms    40 ms  196.26.0.130
  9   503 ms   372 ms   363 ms  196-60-9-21.ixp.joburg [196.60.9.21]
 10   462 ms   451 ms   407 ms  192.168.210.53
 11    41 ms    43 ms    41 ms  155.133.238.162

Trace complete.

I have also logged a WebAfrica support ticket yesterday with id 123636 and have not received a response on it yet.

thewusman · Mar 13, 2018

WebAfrica does not have enough IS capacity in the Cape. (or is it IS themselves ?)

8:30pm and like clockwork netflix crawls to a halt, youtube is non-existent and websites time out randomly.

WebAfrica helper - your level 1 support is not equipped to deal with this.

PM me the contact details of someone remotely intelligent, for the love of God.

thewusman · Mar 13, 2018

Pada said:

So can someone please explain to me why my ping to the Johannesburg (local) server from Stellenbosch is higher (and with 1-4% packet loss) than my ping to Frankfurt where I get 195ms ping with 0% packet loss?
Like I literally cannot join local (SA) games due to this.

Here is CS:GO's ping measurement. fra = Frankfurt, jnb = Johannesburg

Code:

Ping measurement complete after 4.8s.  Sending sample to GC
  ams: 203ms via fra (front=194ms, back=9ms)
  atl: 281ms via lhr (front=197ms, back=84ms)
  bom: 366ms via dxb (front=341ms, back=25ms)
  can: 607ms via cant (front=607ms, back=0ms)
  canm: 607ms via cant (front=607ms, back=0ms)
  cant: 607ms via direct route
  canu: 607ms via cant (front=607ms, back=0ms)
  dxb: 341ms via direct route
  eat: 322ms via ord (front=274ms, back=48ms)
  fra: 194ms via direct route
  gru: 412ms via lhr (front=197ms, back=215ms)
  hkg: 446ms via ord (front=274ms, back=172ms)
  iad: 268ms via lhr (front=197ms, back=71ms)
  jnb: 336ms via direct route
  lax: 326ms via lhr (front=197ms, back=129ms)
  lhr: 197ms via direct route
  lim: 353ms via direct route
  lux: 197ms via fra (front=194ms, back=3ms)
  maa: 384ms via dxb (front=341ms, back=43ms)
  mad: 227ms via lhr (front=197ms, back=30ms)
  man: 495ms via lhr (front=197ms, back=298ms)
  mwh: 329ms via lhr (front=197ms, back=132ms)
  okc: 291ms via ord (front=274ms, back=17ms)
  ord: 274ms via direct route
  par: 208ms via fra (front=194ms, back=14ms)
  pwg: 531ms via direct route
  pwj: 561ms via direct route
  pwt: 416ms via shat (front=416ms, back=0ms)
  scl: 382ms via lim (front=353ms, back=29ms)
  sea: 317ms via ord (front=274ms, back=43ms)
  sgp: 452ms via direct route
  sha: 416ms via shat (front=416ms, back=0ms)
  sham: 416ms via shat (front=416ms, back=0ms)
  shat: 416ms via direct route
  shau: 416ms via shat (front=416ms, back=0ms)
  sto: 213ms via fra (front=194ms, back=19ms)
  sto2: 213ms via fra (front=194ms, back=19ms)
  syd: 491ms via lhr (front=197ms, back=294ms)
  tsn: 443ms via tsnm (front=443ms, back=0ms)
  tsnm: 443ms via direct route
  tsnt: 443ms via tsnm (front=443ms, back=0ms)
  tsnu: 443ms via tsnm (front=443ms, back=0ms)
  tuk: 318ms via ord (front=274ms, back=44ms)
  tyo: 400ms via ord (front=274ms, back=126ms)
  vie: 206ms via fra (front=194ms, back=12ms)
  waw: 211ms via fra (front=194ms, back=17ms)

A traceroute to the Frankfurt server:

Code:

Tracing route to 162.254.197.170 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    29 ms    24 ms    25 ms  196.38.75.121
  4    55 ms     *       44 ms  196.38.75.122
  5    25 ms    24 ms    24 ms  196.38.77.88
  6   273 ms   298 ms   347 ms  mi-za-cpt-p7-te0-7-0-0.ip.isnet.net [168.209.2.12]
  7   388 ms   408 ms   502 ms  168.209.201.28
  8   167 ms   168 ms   164 ms  195.50.122.229
  9     *        *        *     Request timed out.
 10   179 ms   178 ms   177 ms  valve-corpo.ear2.frankfurt1.level3.net [62.67.34.150]
 11     *        *        *     Request timed out.
 12   180 ms   181 ms   182 ms  162.254.197.170

Trace complete.

A traceroute to the Jhb server:

Code:

Tracing route to 155.133.238.162 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.chris.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    26 ms    26 ms    25 ms  196.38.75.121
  4    56 ms    58 ms    86 ms  196.38.75.122
  5    25 ms    26 ms    26 ms  196.38.77.88
  6   419 ms   344 ms   432 ms  mi-za-cpt-p7-te0-7-0-0.ip.isnet.net [168.209.2.12]
  7    42 ms    40 ms    45 ms  168.209.100.101
  8    45 ms    40 ms    40 ms  196.26.0.130
  9   503 ms   372 ms   363 ms  196-60-9-21.ixp.joburg [196.60.9.21]
 10   462 ms   451 ms   407 ms  192.168.210.53
 11    41 ms    43 ms    41 ms  155.133.238.162

Trace complete.

I have also logged a WebAfrica support ticket yesterday with id 123636 and have not received a response on it yet.

It's a f******* joke.

Same story in PE. Every night for the past week.

FIFA 18 on the Xbone can't even download "squad updates" which are a few KB at this time of the evening - such is the sorry state of affairs.

thewusman · Mar 13, 2018

Web Africa helper - here you go:

WTF guys ! Can hardly reach news24.com without going for a 5km jog around the block waiting for it to load ...

I'd say you have a massive network issue in the evenings. Time to escalate this to the A team. (I trust there is one?)

PingPlotter Graph:

Target Name: www.news24.com

Code:

     IP: 41.86.110.200
  Date/Time: 3/13/2018 8:56:29 PM - 3/13/2018 9:06:29 PM

Hop  Sent  PL%     Min      Max      Avg  Host Name / [IP]
  1    73    0    1.92   318.00    30.44  router.asus.com [192.168.1.1]
  2    72  100       0        0        0   [-]
  3    72    0   31.62   320.92    72.29  196.38.75.133 [196.38.75.133]
  [B]4    72    6  605.92  1863.09  1307.76  196.38.75.134 [196.38.75.134][/B]
  5    72    0   38.93   421.51    79.23  196.38.77.80 [196.38.77.80]
  6    72    0   33.14   371.32    67.76  mi-za-cpt-p8-te0-0-0-0.ip.isnet.net [168.209.6.13]
  7    72    0   38.08   361.21    68.37  168.209.2.131 [168.209.2.131]
  [B]8    72    3  312.95  1256.75   701.94  mweb-2.cinx.net.za [196.223.22.25][/B]
  9    72    0   40.53   496.00    78.79  197-84-7-54.cpt.mweb.co.za [197.84.7.54]
 10    72    6   56.71   464.00   109.80  197-84-247-89.cpt.mweb.co.za [197.84.247.89]
 11    72    0   39.76   502.23    88.70  OPTI-CPT-N1-Hosting.optinet.net [197.84.196.6]
 [B]12    72    1  299.20  1091.03   715.16  197-84-208-146.cpt.mweb.co.za [197.84.208.146][/B]
 13    72    0   33.07   396.54    77.58  [url]www.news24.com[/url] [41.86.110.200]

Hop 4, 8 and 12 are the culprits. Get onto it.

IP Lookup for hop 4 "196.38.75.134" shows:

This is the AfriNIC Whois server.

% Note: this output has been filtered.
% To receive output for a database update, use the "-B" flag.

% Information related to '196.36.0.0 - 196.39.255.255'

% No abuse contact registered for 196.36.0.0 - 196.39.255.255

inetnum: 196.36.0.0 - 196.39.255.255
netname: ISNET-07
descr: Internet Solutions
descr: The Campus, 57 Sloane Street
descr: Bryanston
descr: Johannesburg
descr: Gauteng
descr: 2021
country: ZA
org: ORG-TIS1-AFRINIC
admin-c: PD19-AFRINIC
admin-c: ZT12-AFRINIC
admin-c: NK18-AFRINIC
tech-c: PD19-AFRINIC
tech-c: ZT12-AFRINIC
tech-c: NK18-AFRINIC
tech-c: DP27-AFRINIC
status: ALLOCATED PA
remarks: ADDRESSES WITHIN THIS BLOCK ARE NON-PORTABLE
mnt-by: AFRINIC-HM-MNT
mnt-lower: TF-ISNET-MNT
source: AFRINIC # Filtered
parent: 196.0.0.0 - 196.255.255.255

organisation: ORG-TIS1-AFRINIC
org-name: Internet Solutions
org-type: LIR
country: ZA
remarks: abuse e-mail: <[email protected]>, phone: +27 11 575 0055
address: The Campus, 57 Sloane Street
address: Bryanston
address: Gauteng
address: Johannesburg 2021
phone: +27 11 5751000
phone: +27 87 3530656
phone: +27 11 575 0550
phone: +27 83 5541177
phone: +27 87 3530628
fax-no: +27 11 576 0550
admin-c: PD19-AFRINIC
admin-c: ZT12-AFRINIC
admin-c: NK18-AFRINIC
tech-c: PD19-AFRINIC
tech-c: ZT12-AFRINIC
tech-c: NK18-AFRINIC
tech-c: DP27-AFRINIC
mnt-ref: AFRINIC-HM-MNT
mnt-ref: TF-ISNET-MNT
mnt-by: AFRINIC-HM-MNT
source: AFRINIC # Filtered

person: Desigan Pillay
address: The Campus, 57 Sloane Street
address: Bryanston, Gauteng
address: Johannesburg 2021
address: South Africa
phone: +27 87 3530628
phone: +27 82 8808722
nic-hdl: DP27-AFRINIC
mnt-by: GENERATED-GJRN99HXBMEKQUUDARXIX34QUF4SCMBJ-MNT
source: AFRINIC # Filtered

person: Niel Kruger
address: The Campus, 57 Sloane Street
address: Bryanston, Gauteng
address: Johannesburg 2021
address: South Africa
phone: +27 (87) 3540207
nic-hdl: NK18-AFRINIC
mnt-by: GENERATED-ACXHGWHAPVIDGKL5YZMHPRHOLBXUU0GO-MNT
source: AFRINIC # Filtered

person: Pawel Dabrowski
address: The Campus, 57 Sloane Street
address: Bryanston, Gauteng
address: Johannesburg 2021
address: South Africa
address: Johannesburg
address: South Africa
phone: +27 83 5541177
phone: +27 11 5750044
nic-hdl: PD19-AFRINIC
mnt-by: GENERATED-ZWDYJ2VCIBPGR9R7QJRROAVSGRMM4TCU-MNT
source: AFRINIC # Filtered

person: IS Hostmaster
address: The Internet Solution
address: The Campus, 57 Sloane Street
address: Bryanston
address: Gauteng
address: Johannesburg 2021
address: South Africa
phone: +27 11 575 1000
org: ORG-TIS1-AFRINIC
nic-hdl: ZT12-AFRINIC
mnt-by: GENERATED-4THKYWBYLLP54MAK15NBL6CWUURHVN1A-MNT
source: AFRINIC # Filtered

I've done your work for you now sort this clustf@ck up !

Joker · Mar 13, 2018

@WebAfrica Helper please can you comment on this thread:

https://mybroadband.co.za/vb/showthread.php/941743-WebAfrica-Evening-Latency-issues-(from-Cape-Town)

thewusman · Mar 14, 2018

Any by 10pm things were back to normal just like this morning:

Graph: news24.com

Code:

Target Name: www.news24.com
         IP: 41.86.110.200
  Date/Time: 3/14/2018 7:35:10 AM - 3/14/2018 7:45:10 AM

Hop  Sent  PL%    Min     Max    Avg  Host Name / [IP]
  1    44    0   1.00  268.12  23.74  router.asus.com [192.168.1.1]
  2    44  100      0       0      0   [-]
  3    44    0  31.49  312.15  57.34  196.38.75.133 [196.38.75.133]
  4    44    0  37.85  268.00  55.21  196.38.75.134 [196.38.75.134]
  5    44    0  38.09  390.30  69.31  196.38.77.80 [196.38.77.80]
  6    44    0  31.63  333.64  56.74  mi-za-cpt-p8-te0-0-0-0.ip.isnet.net [168.209.6.13]
  7    44    0  39.30  435.92  80.10  168.209.2.131 [168.209.2.131]
  8    44    0  26.60  417.02  73.50  mweb-2.cinx.net.za [196.223.22.25]
  9    44    0  40.06  375.23  77.60  197-84-7-54.cpt.mweb.co.za [197.84.7.54]
 10    44    0  39.52  326.08  77.60  197-84-247-89.cpt.mweb.co.za [197.84.247.89]
 11    44    0  38.98  274.92  64.96  OPTI-CPT-N1-Hosting.optinet.net [197.84.196.6]
 12    44    0  39.05  268.94  62.79  197-84-208-146.cpt.mweb.co.za [197.84.208.146]
 13    44    0  32.21  372.26  64.29  www.news24.com [41.86.110.200]

thewusman · Mar 14, 2018

WA Helper - what feedback is there on the IS problems current impacting your network in the evenings ?

Webafrica Helper · Mar 14, 2018

We have escalated this with a few examples , extensive testing and all required information to Internet Solutions - we are awaiting further feedback on this investigation escalated by WA network engineers

Once we receive update

Will update on this thread

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