Packet Loss, horrible support @Afrihost

[Leroy Brown]

Access:

Yes I actually primarily use PingPlotter to diagnose problems.

Packet loss to router : 0
Packet loss to other device on network : 0
Packet loss to Afrihost : +-7%
Packet loss to Google.com and Google.co.za : +-7%

Yes I do agree that to some extent packet loss is acceptable and should be expected, but it's usually only about 1% packet loss if the site you're pinging is running well.

I am connected via ethernet straight into router and also get the same results if I ping from my phone using an app.

I was able to get another router yesterday, all results are exactly the same. I tested using another ISP again as well.

I definitely feel that I have enough evidence to prove that the error is not on my end. AH has promised to make contact with Telkom and have them send out a senior tech, last correspondence from them was 4 days ago

 

[access]

Access:

Yes I actually primarily use PingPlotter to diagnose problems.

Packet loss to router : 0
Packet loss to other device on network : 0
Packet loss to Afrihost : +-7%
Packet loss to Google.com and Google.co.za : +-7%

Yes I do agree that to some extent packet loss is acceptable and should be expected, but it's usually only about 1% packet loss if the site you're pinging is running well.

I am connected via ethernet straight into router and also get the same results if I ping from my phone using an app.

I was able to get another router yesterday, all results are exactly the same. I tested using another ISP again as well.

I definitely feel that I have enough evidence to prove that the error is not on my end. AH has promised to make contact with Telkom and have them send out a senior tech, last correspondence from them was 4 days ago

what IP address does plotter show the loss at?

 

[Leroy Brown]

 

[Ho3n3r]

View attachment 394370

View attachment 394372

Wow, yours is even worse than mine. May I ask, is your exchange also in Doringkloof?

EDIT: Then again, after you added your ping from command prompt, it's slightly better. Mine is constantly around 8-16% loss.

They've blamed it on lightning, exchange congestion and the router in the meantime, before figuring out it's not any of those last Friday.

 

[Leroy Brown]

I called AH earlier on today and was able to have them speak with a senior at Telkom. He mentioned that the exchange was named MTNsomething, they're now going to move me to an exchange that's further away. A little higher latency is still better than packet loss IMO.

 

[Ho3n3r]

I called AH earlier on today and was able to have them speak with a senior at Telkom. He mentioned that the exchange was named MTNsomething, they're now going to move me to an exchange that's further away. A little higher latency is still better than packet loss IMO.

MTNSomething? :wtf:

Looking at this map, there seems to be none like that: https://www.google.com/maps/d/viewer?mid=1gt_InXlaDVt96Ool0c7XE5d_Bcw&hl=en_US

It sounds like something related to Afrihost, as they are/used to be on MTN. Could you perhaps tell me which one on that map is closest to you?

 

[Leroy Brown]

The closest one is Doornkloof ME Exchange

Looking at that map I see all exchanges start with ME, maybe I heard wrong and its not MTN but rather ME

I got in contact with someone at Afrihost which has today gone through a lot of trouble to help me out. He just called me now and said that Telkom came back to him, asked that we test again as they made a change, but they were not willing to say what they changed.

Let's see what happens tonight.

 

[Ho3n3r]

The closest one is Doornkloof ME Exchange

Looking at that map I see all exchanges start with ME, maybe I heard wrong and its not MTN but rather ME

I got in contact with someone at Afrihost which has today gone through a lot of trouble to help me out. He just called me now and said that Telkom came back to him, asked that we test again as they made a change, but they were not willing to say what they changed.

Let's see what happens tonight.

This is the same exchange as mine. They are definitely aware of it now, but they don't seem to have a clue how to fix it. The tech said on Friday they tested multiple numbers on it, and not one came out clean.

The problem is now getting the other team to actually fix the damn thing, which they've tried with no luck.

 

[Leroy Brown]

In wake of recent events, I have learnt that the only solution would be to burn it down :crylaugh:

 

[Leroy Brown]

Still getting the same results and see from my tracerts I'm still being routed the exact same way. Telkom's unknown fix hasn't resolved anything.
I have asked them to move me to another exchange as there are quite a few in our area, let's see if that helps.

 

[access]

getting heavy packet loss if i ping hop 3 of your plotter,

hop 4 doesnt respond to icmp from here,

the rest all respond fine.

what is hop 3? that thing looks broken.

 

[Leroy Brown]

Yup, and check this out :

 

[Leroy Brown]

Hoener, does your internet go over the same route?

 

[Ho3n3r]

Hoener, does your internet go over the same route?

No. I'm with CrystalWeb though.

 

[Leroy Brown]

Stuffed exchange, packet loss further down the route, don't know what to make of this anymore.

I'm going to keep going at it, if we just leave it they're never going to fix it, its just a schlep that we have to do the troubleshooting

 

[Ho3n3r]

Stuffed exchange, packet loss further down the route, don't know what to make of this anymore.

I'm going to keep going at it, if we just leave it they're never going to fix it, its just a schlep that we have to do the troubleshooting

Yup. Day 22 and counting. There are 3 people who have been very helpful in diagnosing the cause, but unfortunately none of them are part of the teams that should be fixing the problem. They're being hamstrung by the rest of the company.

All I want for christmas is to be able to completely bypass Telkom.

 

[access]

did a few tests now, there is constant packet loss at random places on afrihost IP addresses.

my ping plotter returns with some internal IP addresses too lol... getting most packetloss on IP. 10.230.200.253 its at 60%. the next hop is 169.1.5.5

packet loss from some neotel IP addresses too.

 

[Leroy Brown]

PM me if ever you do come right.

Agreed on the Christmas wishes, fibre is rolled out all the way to Leonie Str, unfortunately it's still Telkom infrastructure lol

 

[access]

i just called them and asked them to get their NOC to check the interface that internal IP is on.

hopefully they can locate it.

 

[Leroy Brown]

i just called them and asked them to get their NOC to check the interface that internal IP is on.

hopefully they can locate it.

Thanks man