Slow Speeds - High and unstable Ping Ref: - [#FVF-670-37602]

Firecorp

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I have been experiencing slow speeds and a high and unstable ping since I do not know when. I have a 2mbps line. My download speeds and upload speeds are fine, but the ping is terrible, which makes it impossible to stream anything. I am talking of a pings between 19 and 800mbps. It appears that anything from 40 mbps to 800mbps is the norm.

I have an uncapped account, which means NO throtteling.

First I reported it to support, but they responded with the normal jargon of re-creating a port and so forth.

During April 2017, I have decided to refer the matter to people higher up. I sent an e-mails to Artur, Nikita Kajee and Derrick on several dates since April 2017. I have done hundreds of tests as per their requests.

They have arranged with Telkom on several occations to do tests. All in vain, my line speed was still the same. At some stage it appeared that they wanted to put the blame back to me by responding that I am congesting my own network. I have told them that it is nonsense and proofed to them otherwise.

Afrihost lent me a test router to do some tests and I tested with an alternative router as well. This ruled out the issue of a defective Router. We dit scans for malware and viruses and this was also ruled out.

During the month of June 2017, ****** phoned me and informed me that they will get an engineer together with Telkom to try and resolve the problem. This is now 2 months later and although I have followed the matter up with ****** nothing has happened until now.

I still have the same slow speeds and unstable connection.

My intention is to raise this issue with ISPA as well
 
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I have been experiencing slow speeds and a high and unstable ping since I do not know when. I have a 2mbps line. My download speeds and upload speeds are fine, but the ping is terrible, which makes it impossible to stream anything. I am talking of a pings between 19 and 800mbps. It appears that anything from 40 mbps to 800mbps is the norm.

I have an uncapped account, which means NO throtteling.

First I reported it to support, but they responded with the normal jargon of re-creating a port and so forth.

During April 2017, I have decided to refer the matter to people higher up. I sent an e-mails to Artur, Nikita Kajee and Derrick on several dates since April 2017. I have done hundreds of tests as per their requests.

They have arranged with Telkom on several occations to do tests. All in vain, my line speed was still the same. At some stage it appeared that they wanted to put the blame back to me by responding that I am congesting my own network. I have told them that it is nonsense and proofed to them otherwise.

Afrihost lent me a test router to do some tests and I tested with an alternative router as well. This ruled out the issue of a defective Router. We dit scans for malware and viruses and this was also ruled out.

During the month of June 2017, ****** phoned me and informed me that they will get an engineer together with Telkom to try and resolve the problem. This is now 2 months later and although I have followed the matter up with ****** nothing has happened until now.

I still have the same slow speeds and unstable connection.

My intention is to raise this issue with ISPA as well

That definitely doesn't sound like the sort of experience that we want you to have. :(

If there is an issue with your DSL line we need to figure out what it is, and get it resolved. Can you please PM me your details and I'll follow-up on this with our Team.
 
I did send the PM, but I do not know how someone is going to figure out something which experts has already tried to figure out.
 
I did send the PM, but I do not know how someone is going to figure out something which experts has already tried to figure out.

Got your PM! Thanks.

I can make sure that our best Team is working on this to make sure that we get your DSL line sorted out as quickly as possible.
 
I have been experiencing slow speeds and a high and unstable ping since I do not know when. I have a 2mbps line. My download speeds and upload speeds are fine, but the ping is terrible, which makes it impossible to stream anything. I am talking of a pings between 19 and 800mbps. It appears that anything from 40 mbps to 800mbps is the norm.

I have an uncapped account, which means NO throtteling.

First I reported it to support, but they responded with the normal jargon of re-creating a port and so forth.

During April 2017, I have decided to refer the matter to people higher up. I sent an e-mails to Artur, Nikita Kajee and Derrick on several dates since April 2017. I have done hundreds of tests as per their requests.

They have arranged with Telkom on several occations to do tests. All in vain, my line speed was still the same. At some stage it appeared that they wanted to put the blame back to me by responding that I am congesting my own network. I have told them that it is nonsense and proofed to them otherwise.

Afrihost lent me a test router to do some tests and I tested with an alternative router as well. This ruled out the issue of a defective Router. We dit scans for malware and viruses and this was also ruled out.

During the month of June 2017, ****** phoned me and informed me that they will get an engineer together with Telkom to try and resolve the problem. This is now 2 months later and although I have followed the matter up with ****** nothing has happened until now.

I still have the same slow speeds and unstable connection.

My intention is to raise this issue with ISPA as well

I feel your pain.

I have a 10Mbps uncapped business account and I have the exact problem, every night from around 20h00 ~ 21h30. I dealt with Afrihost support on Facebook messenger - this hard headed person insisted (an still do) that there's congestion at my exchange, but tests they've requested have proved otherwise so many times, including a different afrihost account, as well as an mweb account.

They provided me with an axxess account - my router connected, but I could not get internet at all with this account ;-(

I ran out of patience and is shopping for a new ISP.

Quinton
 
I feel your pain.

I have a 10Mbps uncapped business account and I have the exact problem, every night from around 20h00 ~ 21h30. I dealt with Afrihost support on Facebook messenger - this hard headed person insisted (an still do) that there's congestion at my exchange, but tests they've requested have proved otherwise so many times, including a different afrihost account, as well as an mweb account.

They provided me with an axxess account - my router connected, but I could not get internet at all with this account ;-(

I ran out of patience and is shopping for a new ISP.

Quinton

I don't think it's fair calling our staff hard headed, Quinton. If congestion was determined, it's very likely to be the case. I know it can be hard to accept because it's so hard to resolve.

The test account I have given you should definitely work. I'll send you a PM with a 2nd one just in case.
 
I don't think it's fair calling our staff hard headed, Quinton. If congestion was determined, it's very likely to be the case. I know it can be hard to accept because it's so hard to resolve.

The test account I have given you should definitely work. I'll send you a PM with a 2nd one just in case.

Numerous tests that was requested from Afrihost have proved otherwise. What more do you want me to say?
And that test account DOES NOT work!!!! It might work for you, but IT IS NOT working for me.

I find it odd that you quickly reply here now, but seem I was ignored via PM.
 
Numerous tests that was requested from Afrihost have proved otherwise. What more do you want me to say?
And that test account DOES NOT work!!!! It might work for you, but IT IS NOT working for me.

I find it odd that you quickly reply here now, but seem I was ignored via PM.

I'm not sure what you mean? :( I replied to your PM with new test account details before replying here. Let me know how it goes. :)
 
I replied to your PM yesterday, the first non-working account and quickly received a reply after I commented to Firecorp's post
 
Just test with an alternative ISP just to confirm it is the ISP and not the Telkom line.
Currently Vox is doing well, so ask them for a trial account. If you are still experiencing the issue, then there is either a line fault, congestion at the exchange, router problem, maybe something doing an online back-up at 8pm, etc.
 
I still did not get any report back from Afrihost as well since I was contacted by Afrigenie. I had the same problem with tests.

The test accounts did not work. I did 1,000"s of speed tests, ping tests and traceroutes. Telkom has been here 100's of times. there has been 100's of e-mails sent between me and Afrihost including a number of phone calls.
 
I still did not get any report back from Afrihost as well since I was contacted by Afrigenie. I had the same problem with tests.

The test accounts did not work. I did 1,000"s of speed tests, ping tests and traceroutes. Telkom has been here 100's of times. there has been 100's of e-mails sent between me and Afrihost including a number of phone calls.

Sorry to hear that. :( Which test account was given to you? Drop me a PM and I'll give you another one.
 
Just an update from my side: -
I changed to a 200Gb capped 4Mb line account.
Now all my problems are solved. Not by Afrihost, but by my account change. One support person suggested that since I do not use more than 160Gb of data per month, why do I not change to a capped account, because there will be no shaping. This after since March 2017 or April 2017. I can not even trace this reference number on support anymore. Previous numbers does reflect though. It appears it has been removed.

Even you guys on this forum has not even done anything to solve this problem.

I at least now have sufficient proof that My uncapped account was throttled and shaped (All Hours), reason being since I moved to the capped account my speeds are perfect.

My son in Springs has the same problem. He has a uncapped unshaped account, but he gets this high pings and low speeds as well.
Afrihost Support started with his line as well. Telkom agents came out to "repair" the line. The speed are still the same.

Afrihost told him that it is his router. I gave him a new router which tested with pings of in the 20's and downloads of 3.9 and sometimes over 4.0.

He plugged it in at his place and guess what.....still the same high pings and low download speeds.

I do have to say this. I think it was fair for Quinton that your support staff is hard headed. Afrihost has a support method on their website. "Call Me Back". They never respond or it takes a long time to respond. It came to a point where Afrihost Support contacted him and asking him why he is sending so many "Call Me Backs". Can you believe this. Quinton I fully agree with you.

I have also realised that since I have changed to the capped account that the Afrihost staff from the Directors right down to the managers and support staff are all unscrupulous liars. Nobody had the guts to tell me that I am being shaped due to the amount of downloads I was doing. (The most downloads was peer to peer).

In turn a lot of my and their time was wasted by sending and testing with Telkom, unnecessary e-mail and telephone correspondence, unnecessary testing to testing accounts and websites (100's of tests). In the end these unscrupulous managers just left me and ignored all my further correspondence.

I still have record of most of the tests (Ping Tests, Traceroutes, Speed tests, done during that time as well as current speed tests.
I have the speed tests with the router I borrowed my son in Springs as well before I gave it to them.

As I have said this is sufficient proof that Afrihost DO throttle and shape uncapped accounts.
This is the tests of the Zyxel router before I gave it to my son in Springs: -

IMG-20171225-WA0005.jpg

IMG-20171225-WA0006.jpg
 
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I just spoke to my don in Springs. His line was re-synced. His ping and and download spreed is now ok after he mailed Gian Visser. I am still sticking to what I was saying abouy my line.
 
I just spoke to my don in Springs. His line was re-synced. His ping and and download spreed is now ok after he mailed Gian Visser. I am still sticking to what I was saying abouy my line.

Hi Firecorp. Thanks for your detailed message. I'm glad to hear that switching accounts improved your experience. We offer a range of products tailored and suited for people with various needs. We don't hide the fact that there is a semi-shaping policy attached to our Uncapped packages. A full breakdown of this can be found on our Network Management Page.

Not all DSL-related issues can be pinned on shaping, though, and it's extremely important to troubleshoot issues as they come up in order to determine and isolate the causes of certain issues. I think calling our support team "hard headed" is not very fair, as they are only doing their jobs and trying to assist you with your query. :(

I'm glad to hear that your son's issue was resolved after a reset. This, to me, implies that his problem is also not related to shaping, but I'm happy to troubleshoot with him directly. Is he active on My Broadband?
 
I do agree, but I am positive that my account was shaped. How else after many months when I changed to a capped account everything was resolved.

Remember my son has an uncapped/unshaped account. He pays about R 100.00 more than what I did on the Uncapped/shaped account.
Up to today I have heard nothing from the promises of Nikita and Derek that somebody will be sent out to see what the problem is.

Suddenly when I changed my account to a capped account my speeds were perfect.

My son is not yet on mybroadband, but I did tell him to register.
 
Up to now still no respond from Afrihost on my request since 13h07 on ticket No WEY-613-13681.
 
I do agree, but I am positive that my account was shaped. How else after many months when I changed to a capped account everything was resolved.

Remember my son has an uncapped/unshaped account. He pays about R 100.00 more than what I did on the Uncapped/shaped account.
Up to today I have heard nothing from the promises of Nikita and Derek that somebody will be sent out to see what the problem is.

Suddenly when I changed my account to a capped account my speeds were perfect.

My son is not yet on mybroadband, but I did tell him to register.

Our Uncapped accounts do have a semi-shaping policy attached to them. :) Please feel free to follow the link in my previous post for a full breakdown of our network management. Changing to an unshaped Capped account will definitely alleviate any shaping restrictions that you might have had.

If your son would prefer, he can also reach out to us on Facebook or Twitter to make things easier. Alternatively, if he has a ticket number I can chase up on, I'll be happy to oblige. :)
 
Up to now still no respond from Afrihost on my request since 13h07 on ticket No WEY-613-13681.

I can see that this ticket refers to "Fatpipe". I'm not sure what you mean by that, as it is not a service that we offer. :(
 
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