Telkom Internet Capped/Uncapped User Feedback (Pt2)

[nan0s0ldier]

I would love to switch to another ISP. I just dont have the time to phone Telkom to cancel again...

 

[Charl101]

And it is not network equipment or capacity related...

Makes a person worry.. thank God i'm not on a contract with Telkom.. the moment everything goes to sh@t i'm outta here.

 

[Charl101]

I would love to switch to another ISP. I just dont have the time to phone Telkom to cancel again...

Makes two of us

 

[MickeyD]

I'm also on a month-to-month "contract".

 

[LaraC]

And it is not network equipment or capacity related...

Is it bad? I haven't used my Telkom account for the last two months. Hope it is something that can be fixed.

 

[MickeyD]

Is it bad? I haven't used my Telkom account for the last two months. Hope it is something that can be fixed.

Browsing and DL speeds are still normal. Latency is ISM (all hours).

 

[LaraC]

Browsing and DL speeds are still normal. Latency is ISM (all hours).

Thank you. It won't affect me then. It is only bad for gamers.

 

[MickeyD]

Thank you. It won't affect me then. It is only bad for gamers.

Which is a massive problem in my house....

 

[Charl101]

Which is a massive problem in my house....

If you had to move to another ISP, eho would you move?

 

[Charl101]

Who*

 

[MickeyD]

If you had to move to another ISP, eho would you move?

Against thread rules to discuss it here... go peak into TK

 

[SCHUMI-4-EVA]

Hmm...latency hasn't been too bad for me playing Rocket League during all this time everyone has been complaining. It may not be the most demanding game but it still shows ping at all times and most of the time I'm in the 170-210 range where I should be given Africa has no servers and I'm connecting to EU most of the time and occasionally even NA. Now and again there's a match where it farts to 300 and beyond but most of the time I'm good.
I'm in Durban on 4MBPS uncapped.

 

[ranger]

Even Telkom ops specialists have been saying that the TI accounts aren't working properly and using other isp's...

And yet there is no issue that has been escalated to the Network operations team ...

 

[MickeyD]

And yet there is no issue that has been escalated to the Network operations team ...

Tell that team to have a chat to the techies on the ground (field force commodity guys) and hear what the customers are really saying.

 

[ranger]

@ranger

Please tell us what is going on.

Our problems are NOT an isolated issue - there is definitely something happening on all TI accounts. across the country

So far, I have only seen real reports (with traceroutes) from users in Durban. I provided a test I did at 21h00 from a VM that is connected where the IPC links come in that is mapped as a consumer uncapped account, and couldn't reproduce the problem.

I'm also pretty convinced that it is NOT network related, rather some form of configuration issue.

But it doesn't seem to be on our side, or affects only specific IP blocks (excluding the IP of the Durban test VM).

I'm also pretty sure it is not due to a lack of IPC as you have almost double the capacity that any other ISP has right now.

Or 'double IPC for 15% more' *still* hasn't been delivered (some pre-work has been completed), but regardless all sites except Gauteng shouldn't have any issues like this according to stats. Gauteng has just reached the point where we would normally order a small IPC upgrade.

The late delivery of the IPC upgrade is being escalated to ME level this week, and MD if it isn't done by Friday.

It is also not limited to uncapped accounts - it is also impacting capped account.

If it is due to some future 2-for-1 festive season promotion, you are going to have many very pissed off customers who are having their current services degraded.

I don't think that is the root cause, but the double cap promotion was based on the IPC deal.

According to the Network operations team, there have been no incidents logged to them for such problems in the past month. That may just mean that the call centre is still 99% broken 9 months down-the-line.

I am committed to a lot of other projects, so have limited time to investigate, but if we can't see a problem from network monitoring and can't reproduce it is a bit difficult to fix. Normally network operations would investigate with a customer, but without a formal escalation they aren't obligated.

I'll try and have a look again tonight.

 

[ranger]

Tell that team to have a chat to the techies on the ground (field force commodity guys) and hear what the customers are really saying.

There's no real forum for that, and DTAC isn't complaining (normally they complain pretty soon).

 

[MickeyD]

tracert 152.111.192.244

Tracing route to 152.111.192.244 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 38 ms 36 ms 35 ms wbs-ip-hsll-2-gi4-0-0-vl102.telkom-ipnet.co.za [105.226.0.21]
4 41 ms 41 ms 41 ms ipc-2-up.south.dsl.telkomsa.net [105.226.0.22]
5 27 ms 27 ms 27 ms ipc-aggr-2.south.dsl.telkomsa.net [105.226.0.57]
6 231 ms 227 ms 224 ms ct1-pr-01-te0-0-0.net.telkomsa.net [105.187.249.138]
7 263 ms 261 ms 253 ms optinet.ct1.napafrica.net [196.10.140.15]
8 229 ms 235 ms 238 ms te0-0-0-1.cpt-p-2.optinet.net [197.84.7.34]
9 247 ms 240 ms 235 ms vl11.cpt-hscore-1.optinet.net [197.84.5.238]
10 28 ms 28 ms 28 ms 196.28.178.66
11 273 ms 279 ms 280 ms gig5-1-cpt-opt-65-1.optinet.net [196.41.133.234]
12 215 ms 215 ms 222 ms 152.111.192.244

Trace complete.


tracert capetown.spdtst.saix.net

Tracing route to wbs-ip-dlr-1-1.telkom-ipnet.co.za [196.25.37.14] over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 90 ms 28 ms 26 ms wbs-ip-hsll-2-gi4-0-0-vl102.telkom-ipnet.co.za [105.226.0.21]
4 27 ms 26 ms 27 ms ipc-2-up.south.dsl.telkomsa.net [105.226.0.22]
5 27 ms 27 ms 28 ms ipc-aggr-2.south.dsl.telkomsa.net [105.226.0.57]
6 27 ms 25 ms 26 ms 196.25.190.209
7 27 ms 26 ms 26 ms 196.43.39.78
8 20 ms 20 ms 19 ms wbs-ip-cat-1-fwsm-speedtest.telkom-ipnet.co.za [196.25.37.2]
9 25 ms 23 ms 23 ms wbs-ip-dlr-1-1.telkom-ipnet.co.za [196.25.37.14]

Trace complete.

There's no real forum for that, and DTAC isn't complaining (normally they complain pretty soon).

Here's a traceroute I posted last week...

 

[MickeyD]

tracert capetown.spdtst.saix.net

Tracing route to wbs-ip-dlr-1-1.telkom-ipnet.co.za [196.25.37.14] over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 103 ms 85 ms 26 ms wbs-ip-hsll-2-gi4-0-0-vl102.telkom-ipnet.co.za [105.226.0.21]
4 39 ms 35 ms 32 ms ipc-2-up.south.dsl.telkomsa.net [105.226.0.22]
5 29 ms 26 ms 26 ms ipc-aggr-2.south.dsl.telkomsa.net [105.226.0.57]
6 26 ms 40 ms 26 ms 196.25.190.209
7 26 ms 31 ms 26 ms 196.43.39.78
8 20 ms 22 ms 19 ms wbs-ip-cat-1-fwsm-speedtest.telkom-ipnet.co.za [196.25.37.2]
9 48 ms 20 ms 19 ms wbs-ip-dlr-1-1.telkom-ipnet.co.za [196.25.37.14]


Trace complete.

 

[MickeyD]

tracert durban.spdtst.saix.net

Tracing route to ndn-ip-dlr-1-1.telkom-ipnet.co.za [196.25.42.118] over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 34 ms 33 ms 55 ms wbs-ip-hsll-2-gi3-1-0-vl102.telkom-ipnet.co.za [105.226.0.29]
4 34 ms 34 ms 33 ms ipc-4-up.south.dsl.telkomsa.net [105.226.0.30]
5 34 ms 32 ms 33 ms ipc-aggr-2.south.dsl.telkomsa.net [105.226.0.57]
6 53 ms 33 ms 33 ms 196.25.190.209
7 57 ms 55 ms 54 ms 196.43.51.246
8 55 ms 55 ms 68 ms 196.25.42.106
9 156 ms 48 ms 48 ms 196.25.42.118

Trace complete.

 

[nan0s0ldier]

And yet there is no issue that has been escalated to the Network operations team ...

I would love to escalate this issue if the Call center people would stop recommending me port resets and actually look into the problem. It's pure laziness that's what it is. If I cancel telkom do i have to give a month's notice even though their network is at fault here? i'm no longer happy with the service here...