Users getting disconnected every hour, what time is it happening?

SilverNodashi · Oct 9, 2017

Caldria said:
So now that we seem to have pinpointed a pattern - 11 mins past the hour every hour.
I assume we've also been emailing webafrica/rain to let them know 'something' to latch onto to maybe track down this issue?

It's clearly not an issue our sides then, this is too specific and too much of a pattern to be a random problem - seems like something just hasn't been set up correctly on RAIN's end.

hopefully it's something small. I'm guessing a router somewhere is freezing up and they have an automated process to reset it every hour. or something like that.

Xman · Oct 10, 2017

envo said:
and how does this related to the disconnect issues? are you also getting disconnections every hour?

Guilty as charged guys. My apologies. Got too exited and not watching where I posted what.

Yes, I am also getting disconnects. Can not pinpoint exact timings yet.

Zuperfruit · Oct 10, 2017

Xman said:
Yes, I am also getting disconnects. Can not pinpoint exact timings yet.

Thanks! Please keep us posted. Leave a ping running & have it output to a log - remember to enable timestamps.

Zuperfruit · Oct 10, 2017

Caldria said:
So now that we seem to have pinpointed a pattern - 11 mins past the hour every hour.
I assume we've also been emailing webafrica/rain to let them know 'something' to latch onto to maybe track down this issue?

It's clearly not an issue our sides then, this is too specific and too much of a pattern to be a random problem - seems like something just hasn't been set up correctly on RAIN's end.

I've sent them detailed testing information & they've been looking into it for over a month now. The problem is with the RAIN network itself & they don't seem to understand it or know how to fix it.

lukekay · Oct 10, 2017

Zuperfruit said:
I've sent them detailed testing information & they've been looking into it for over a month now. The problem is with the RAIN network itself & they don't seem to understand it or know how to fix it.

My logic is that if are running an enterprise network, surely you have skilled technicians to identify and troubleshoot issues that effect your businesses ability to make money?! Why do we as the consumers have to pinpoint an issue with extremely limited access to anything within their core network... I can only pickup that the IP in question is a cisco router/switch but because we cannot see the hop before it might even be whatever that is that is causing the issue. I thought it might be a billing mechanism that checks usage by killing the session allowing consumed data to reflect (this is ruled out as not everyone is having the exact same issue, some are 11 minutes past the hour, others are 41 minutes and others aren't even effected by this).

My goal is not to complain but rather assist in resolving the issue by giving as much information as possible in my understanding of routing and networking. Zuperfruit if you are in contact with a technician are you perhaps able to point him to this thread? If not I will see if I can get in contact with someone higher up in the ranks just provide information that they can pass onto Rain's technicians.

Zuperfruit · Oct 10, 2017

lukekay said:
My logic is that if are running an enterprise network, surely you have skilled technicians to identify and troubleshoot issues that effect your businesses ability to make money?! Why do we as the consumers have to pinpoint an issue with extremely limited access to anything within their core network... I can only pickup that the IP in question is a cisco router/switch but because we cannot see the hop before it might even be whatever that is that is causing the issue. I thought it might be a billing mechanism that checks usage by killing the session allowing consumed data to reflect (this is ruled out as not everyone is having the exact same issue, some are 11 minutes past the hour, others are 41 minutes and others aren't even effected by this).

My goal is not to complain but rather assist in resolving the issue by giving as much information as possible in my understanding of routing and networking. Zuperfruit if you are in contact with a technician are you perhaps able to point him to this thread? If not I will see if I can get in contact with someone higher up in the ranks just provide information that they can pass onto Rain's technicians.

Thanks for the info Lukekay. I am in contact with Web Africa support staff who are in communication with the RAIN technicians. I have already pointed them to this thread. I have limited knowledge in this field, but I am down to help in any way I can!

EDIT: Going higher up might be the answer...

tp3to · Oct 10, 2017

Zuperfruit said:
Thanks for the info Lukekay. I am in contact with Web Africa support staff who are in communication with the RAIN technicians. I have already pointed them to this thread. I have limited knowledge in this field, but I am down to help in any way I can!

EDIT: Going higher up might be the answer...

I asked Webafrica for assistance this morning regarding this issue and they replied by giving me a call center agent script to fill in for them to log the issue.... really disappointed in them.

Xman · Oct 10, 2017

Zuperfruit said:
Thanks! Please keep us posted. Leave a ping running & have it output to a log - remember to enable timestamps.

Will do once my smtp problem is solved. For now I am forced back to my adsl line, as my telkom email can not be sent on Rain.

Zuperfruit · Oct 10, 2017

tp3to said:
I asked Webafrica for assistance this morning regarding this issue and they replied by giving me a call center agent script to fill in for them to log the issue.... really disappointed in them.

Involving more low level support might be pointless at this stage. They'll just provide you with one of those "have you turned it off and on again" & "are the lights on or off" kind of questionnaires.

I am in contact with an account here on mybroadband called WebAfrica Helper who has been working on this exact issue for some time now. Any useful info can be passed onto him or posted here in this thread.

https://mybroadband.co.za/vb/member.php/184018-WebAfrica-Helper

Xman · Oct 10, 2017

Zuperfruit said:
Thanks! Please keep us posted. Leave a ping running & have it output to a log - remember to enable timestamps.

How do you do this. or is there a tool available?

I can think of ping www.google.co.za -t > log.text

But that will not add the timestamp.

Xman · Oct 10, 2017

This work, but does not echo to screen. I will use it in the mean time and periodically check when I notice a drop off.

Code:

ping -t www.google.co.za|cmd /q /v /c "(pause&pause)>nul & for /l %a in () do (set /p "data=" && echo(!date! !time! !data!)&ping -n 2 www.google.co.za>nul" >C:\pingtest.txt

Xman · Oct 11, 2017

The disconnects is terrible tonight. Here is an extract of the file showing 11 min past 12 midnight. But it is like this every 15-20 minutes.

Zuperfruit · Oct 11, 2017

Xman said:
The disconnects is terrible tonight. Here is an extract of the file showing 11 min past 12 midnight. But it is like this every 15-20 minutes.

View attachment 469151

Apologies for not replying earlier. Thanks for the info!

WebAfrica Helper · Oct 11, 2017

@webafricans on this thread :

Please DM me the following details :

We need the DID (Cell number) of each Web African or reference to your service name.

Please install WinMTR and run an MTR to www.wa.co.za until it starts dropping, at which point send us the output once it has started dropping

WebAfrica Helper · Oct 11, 2017

This is in aid of resolving and ensuring you guys get the best Always !!!

Zuperfruit · Oct 11, 2017

WebAfrica Helper said:
This is in aid of resolving and ensuring you guys get the best Always !!!

Thanks! Will post results tonight.

Xman · Oct 11, 2017

WebAfrica Helper said:
This is in aid of resolving and ensuring you guys get the best Always !!!

Can we Afrihost guys do it as well? This is going to drive me crazy. Every 5 mins someone is screamin, my email is not working, my browser is not responding, this app, that app is broken....

This is really not a pleasure. Going to drive me nuts!

Xman · Oct 11, 2017

How do one interpret this report?

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| homerouter.cpe - 0 | 190 | 190 | 1 | 1 | 9 | 1 |
| No response from host - 100 | 38 | 0 | 0 | 0 | 0 | 0 |
| 41.73.34.197 - 0 | 191 | 191 | 35 | 45 | 77 | 53 |
| 41.73.34.201 - 0 | 190 | 190 | 35 | 43 | 82 | 42 |
| 41.73.34.205 - 0 | 190 | 190 | 33 | 38 | 62 | 38 |
| No response from host - 100 | 38 | 0 | 0 | 0 | 0 | 0 |
| 41.73.34.225 - 0 | 190 | 190 | 33 | 38 | 59 | 49 |
| 196.250.232.29 - 0 | 190 | 190 | 32 | 37 | 60 | 43 |
| 154.66.241.237 - 0 | 190 | 190 | 33 | 39 | 85 | 50 |
| 66.249.95.8 - 0 | 191 | 191 | 190 | 197 | 225 | 192 |
| No response from host - 100 | 38 | 0 | 0 | 0 | 0 | 0 |
| 108.170.232.105 - 0 | 190 | 190 | 190 | 196 | 221 | 192 |
| lhr25s11-in-f3.1e100.net - 0 | 191 | 191 | 190 | 197 | 224 | 201 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

PS. This report ran like 5 mins. So not much data.

tp3to · Oct 11, 2017

Did anyone notice Webafrica got a rebrand? New color scheme, logo and everything.

WebAfrica Helper · Oct 12, 2017

tp3to said:
Did anyone notice Webafrica got a rebrand? New color scheme, logo and everything.

We have indeed - you like ?

Users getting disconnected every hour, what time is it happening?

Expert Member

Well-Known Member

Active Member

Active Member

Well-Known Member

Active Member

Senior Member

Well-Known Member

Active Member

Well-Known Member

Well-Known Member

Well-Known Member

Active Member

Web Africa representative

Web Africa representative

Active Member

Well-Known Member

Well-Known Member

Senior Member

Web Africa representative