TT Connect GPON Unit Not Compatible With Rooters

Josh Blom

Josh Blom

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Hi All,

I am writing this as I am not sure what to do next, I have exhausted the Afrihost whatsapp chat and call centre (Probably spoken to about 8 or 9 people now) I am extremely disappointed in the level of knowledge and even interest by the people I have spoken to (It was never the case with Afrihost, I am not sure what's changed in the last year or so). I have even reached out to TT connect directly to resolve this however they have directed me back to Afrihost. I am at a loss, every person I have spoken to is not understanding the issue and I would like to speak to someone who fully understands what the problem is.

Below I have outlined the issue:

For about 3 days in July my fibre was down, after reporting it I was told that TT connect had to come and upgrade my ONT box as it was outdated and they needed to replace it with a GPON unit. on 27 July they came and installed the GPON unit and asked me to do an internet speed test, I did so on my phone and immediately saw a download speed of around 70mbps and an upload of about 12mbps (Its meant to be 75mbps up and down). I raised my concern with the technician that the upload speed was very low and has never been like this, his dismissive response was that upload speed is unstable and he packed up and left without discussing it further (Literally walked out while addressing it).

Since then my upload speed has remained around 12 - 19mbps when its meant to be 75mbps. Strangely enough, if I connect a laptop directly to the GPON unit via LAN I get a download speed of only about 55-60mbps but an Upload of 80-90mbps (Still not correct but at least better). This lead me to believe perhaps it was my rooter that was not compatible with the new GPON unit as I have never had this issue in over 4 years of use of this rooter with the previous ONT. So I ordered a new wifi rooter, there was no change in the upload speed and it remained 12-19mbps... I then even tested an older D-link rooter and that too gave the same 12-19 mbps upload speed.

I have tested a D-link rooter, Netgear rooter and a brand new TP link rooter, all of which do not change the upload speed, this can only mean this GPON unit is not compatible with rooters to deliver the needed speed. Whether it is a configuration issue, or the unit itself or in fact just all GPON units, I am not sure?

When I have asked for a technician to come and resolve this I was told a line test has been done and the line speed is fine. AGAIN I WANT TO MAKE IT CLEAR the line speed to my fibre GPON unit SEEMS FINE that is not the issue. The issue is with the GPON's compatibility with rooters as I am not able to get the internet speed I am paying for regardless of which rooter I use. I was told if i Insist on a technician coming out and the line speed is fine that I would be charged a R500 call out fee (Which I find ridiculous) This also seemed to be used as a threat to persuade me not to get a technician to fix this, which I am not happy about.

I cannot sit and argue with people over whatsapp or in your call centre anymore, it's getting me nowhere. Any advice would be highly appreciated!
 
Hi.
Josh Blom said:
Hi All,

I am writing this as I am not sure what to do next, I have exhausted the Afrihost whatsapp chat and call centre (Probably spoken to about 8 or 9 people now) I am extremely disappointed in the level of knowledge and even interest by the people I have spoken to (It was never the case with Afrihost, I am not sure what's changed in the last year or so). I have even reached out to TT connect directly to resolve this however they have directed me back to Afrihost. I am at a loss, every person I have spoken to is not understanding the issue and I would like to speak to someone who fully understands what the problem is.

Below I have outlined the issue:

For about 3 days in July my fibre was down, after reporting it I was told that TT connect had to come and upgrade my ONT box as it was outdated and they needed to replace it with a GPON unit. on 27 July they came and installed the GPON unit and asked me to do an internet speed test, I did so on my phone and immediately saw a download speed of around 70mbps and an upload of about 12mbps (Its meant to be 75mbps up and down). I raised my concern with the technician that the upload speed was very low and has never been like this, his dismissive response was that upload speed is unstable and he packed up and left without discussing it further (Literally walked out while addressing it).

Since then my upload speed has remained around 12 - 19mbps when its meant to be 75mbps. Strangely enough, if I connect a laptop directly to the GPON unit via LAN I get a download speed of only about 55-60mbps but an Upload of 80-90mbps (Still not correct but at least better). This lead me to believe perhaps it was my rooter that was not compatible with the new GPON unit as I have never had this issue in over 4 years of use of this rooter with the previous ONT. So I ordered a new wifi rooter, there was no change in the upload speed and it remained 12-19mbps... I then even tested an older D-link rooter and that too gave the same 12-19 mbps upload speed.

I have tested a D-link rooter, Netgear rooter and a brand new TP link rooter, all of which do not change the upload speed, this can only mean this GPON unit is not compatible with rooters to deliver the needed speed. Whether it is a configuration issue, or the unit itself or in fact just all GPON units, I am not sure?

When I have asked for a technician to come and resolve this I was told a line test has been done and the line speed is fine. AGAIN I WANT TO MAKE IT CLEAR the line speed to my fibre GPON unit SEEMS FINE that is not the issue. The issue is with the GPON's compatibility with rooters as I am not able to get the internet speed I am paying for regardless of which rooter I use. I was told if i Insist on a technician coming out and the line speed is fine that I would be charged a R500 call out fee (Which I find ridiculous) This also seemed to be used as a threat to persuade me not to get a technician to fix this, which I am not happy about.

I cannot sit and argue with people over whatsapp or in your call centre anymore, it's getting me nowhere. Any advice would be highly appreciated!
Click to expand...

We sincerely apologise for the inconvenience you have experienced due to the ONT swap with TT Connect. We have come to realise that we have a number of clients that are experiencing various issues after the ONT swap and we are gathering all the accounts to further investigate with the FNO. Please share your Ticket ID or drop me a PM with your Account number.
 
Afrigirl said:
Hi.


We sincerely apologise for the inconvenience you have experienced due to the ONT swap with TT Connect. We have come to realise that we have a number of clients that are experiencing various issues after the ONT swap and we are gathering all the accounts to further investigate with the FNO. Please share your Ticket ID or drop me a PM with your Account number.
Click to expand...
Thanks I have sent you a private message.
 
*Update*

I have spoken to a further 3 Afrihost reps including one on My Broadband. Still no closer to finding a solution and I am being told to do THE SAME direct LAN tests like this is the only generic response Afrhosts has. 2 days have gone by now and no response from Afrihost, I have never felt so helpless at the hands of an ISP.

I am sitting with an upload speed of around 12-20mbps on a 75mbps line... Just feeling cheated.
 
Hi.
Please can you do an ipconfig and arp -a and take screenshots of those?
There is a suspected rogue DHCP with TT Connect clients; we are investigating the issue.
 
I have asked how to do this on mac and am not being given a response.
 
Josh Blom said:
I have asked how to do this on mac and am not being given a response.
Click to expand...
  1. Open up Finder and head over to the menu bar.
  2. From the left panel, choose the Applications option.
  3. Select on the Utilities Folder.
    Navigate to Utlilies Folder
  4. Locate and open Terminal.
  5. Type in ifconfig or ifconfig -a ( ‘a’ indicating all) in the Terminal and hit Enter.
    Run-ifconfig-command.jpg
  6. Now, you can access your network configuration information that includes your IPv4 and IPv6 address, Subnet mask, and Default Gateway.


Is it possible to find an IP address from a MAC address?​

  1. Open the Terminal App.
  2. Then go to Applications > Utilities > Terminal or Launchpad > Other > Terminal
  3. Enter the command “arp -a” and you’ll get a list with all ARP entries to the ARP Table in your computer.
  4. The list will show a line with the IP address followed by the MAC address, the interface, and the allocation type, that means if they are dynamic or static.


I googled it to take it with a grain of salt :ROFL:
 
Last edited:
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