PACKETLOSS for 4 weeks unsolved

[JessyZA]

So quite interesting fact. Support is currently rated useless in my books.
For 4 weeks we have logged complaint on complaint each time just to be told that this cant be an issue.
My initial complaint was logged 4 weeks ago, whilst trying to get VUMATEL to understand that there is no speed issue and that the issue lies with PACKETLOSS!

So frustrated feels like I want to pull my hairs out. What more must I do guys!? Please just fix your line!!!!

 

[Techfluent]

Do you have any test from the ONT directly? All looks like WiFi tests

 

[JessyZA]

This is being connected to the ONT.

I have done all the tests asked. VUMATEL has been dispatched, they noted that theres packetloss, an hour later I get a mail that says issue was resolved on site. ????? ?

What more must one do

 

[JessyZA]

Heres the highest I've tested as of yet!

 

[airborne]

Welcome to Afrihost support

 

[JessyZA]

Welcome to Afrihost support

Non existent!

Really sad as I always spoke so highly of them. Currently considering in cancelling our service with them.

 

[airborne]

Non existent!

Really sad as I always spoke so highly of them. Currently considering in cancelling our service with them.

I experienced the same thing, it was all honky dory until I had a real problem and got the same garbage response day after day week after week.

 

[JessyZA]

I experienced the same thing, it was all honky dory until I had a real problem and got the same garbage response day after day week after week.

Terrible!! Especially if you look at how much we spend!!

 

[Afrigirl]

So quite interesting fact. Support is currently rated useless in my books.
For 4 weeks we have logged complaint on complaint each time just to be told that this cant be an issue.
My initial complaint was logged 4 weeks ago, whilst trying to get VUMATEL to understand that there is no speed issue and that the issue lies with PACKETLOSS!

So frustrated feels like I want to pull my hairs out. What more must I do guys!? Please just fix your line!!!!

Hi.

Please share your Afrihost or Vuma ticket reference.
Please run tracert directly connected to the ONT so that we can see the path and where the loss starts.

 

[JessyZA]

Hi.

Please share your Afrihost or Vuma ticket reference.
Please run tracert directly connected to the ONT so that we can see the path and where the loss starts.

Latest Ticket Nr :
#BSC-357-98356

Please note that this is our tracert done connected to the ONT tracert done to www.afrihost.com

 

[Afrigirl]

Latest Ticket Nr :
#BSC-357-98356

Please note that this is our tracert done connected to the ONT tracert done to www.afrihost.com

Thanks.

Please get your default gateway IP and run tracert to the default gateway. As well as 1.1.1.1

 

[Sagax]

Any specific reason you are connecting to the internet with IPv6?

The screenshot with IPv4's traceroute looks fine, it is just the IPv6 traceroutes that have terrible response times. So my first thought would be that the "packet loss" are actually routers or servers that are not listening on IPv6 and then the traffic has to reroute to somewhere else that will respond. But it has to wait for a timeout first before that can happen, which looks like "packet loss" since there is no reply given.

So switching to IPv4 for your internet connection might be a better option, even though the ISP supports IPv6 connectivity.

 

[13en]

Any specific reason you are connecting to the internet with IPv6?

The screenshot with IPv4's traceroute looks fine, it is just the IPv6 traceroutes that have terrible response times. So my first thought would be that the "packet loss" are actually routers or servers that are not listening on IPv6 and then the traffic has to reroute to somewhere else that will respond. But it has to wait for a timeout first before that can happen, which looks like "packet loss" since there is no reply given.

So switching to IPv4 for your internet connection might be a better option, even though the ISP supports IPv6 connectivity.

If they have broken v6 connectivity then they are correct to report it so it can be fixed, we should not advise people to switch off v6 when they have issues, they report it to the provider so they can resolve the issue, V6 has better routing performance than the more congested v4 stack. broken v6 routing should be seen as a network issue that needs to be resolved and not worked around, same applies to v4.

 

[13en]

Latest Ticket Nr :
#BSC-357-98356

Please note that this is our tracert done connected to the ONT tracert done to www.afrihost.com

Hi @JessyZA, can you run the ping test to the AH site over both stacks for side-by-side comparison so we can see if the packets loss exists on both stacks, ping over 30 hops should be enough to show any % of loss
ping -4 www.afrihost.com -n 30
then
ping -6 www.afrihost.com -n 30

 

[RunningFromFat]

If they have broken v6 connectivity then they are correct to report it so it can be fixed, we should not advise people to switch off v6 when they have issues, they report it to the provider so they can resolve the issue, V6 has better routing performance than the more congested v4 stack. broken v6 routing should be seen as a network issue that needs to be resolved and not worked around, same applies to v4.

Please look at it from a user perspective, if that quick fix helped , me, as a user, would be totally over the moon. The onus is on the ISPs of the world to sort out their own mess.

 

[shai_za]

This is being connected to the ONT.

I have done all the tests asked. VUMATEL has been dispatched, they noted that theres packetloss, an hour later I get a mail that says issue was resolved on site. ????? ?

What more must one do

I had the same issue and asked them to flush the ONT and assign a new IP which resolved my issue

 

[13en]

Please look at it from a user perspective, if that quick fix helped , me, as a user, would be totally over the moon. The onus is on the ISPs of the world to sort out their own mess.

True for the user, my response was for the tech community and ISP's, else will have support everywhere telling users to just switch off V6 or worse the providers switching it off themselves on their user provided CPEs, as is the deployment of V6 still needs work, e.g. stable prefixes and proper prefix sizes delegated. we need more people reminding providers of the best practices that will benefit all end users.