Web sQuad ISP - Feedback Thread #2

afternooon @websquadza , not sure what Vumatel's support hours are like, but "Houston we have a problem" , my director, the cpe at his house went from working to "alarm" and no more internet, we did a reboot, checked cables, etc , but no luck, hoping vuma works over weekends

Ticket Created #374229 ,
 
BouncyNinja said:
Our vuma trench ( if I recall we In The same town, possibly area) is working 100’s
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It went twice for 1 min each time.
My house alarm noticed it.
Also received via cell phone no network available.
Was sleeping at that time.
 
BouncyNinja said:
afternooon @websquadza , not sure what Vumatel's support hours are like, but "Houston we have a problem" , my director, the cpe at his house went from working to "alarm" and no more internet, we did a reboot, checked cables, etc , but no luck, hoping vuma works over weekends

Ticket Created #374229 ,
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I see we’ve logged this, but it’s part of a larger area outage. Vuma team generally very responsive to outages, even over weekends
 
EmmanuelGoldstein said:
This was done today
All the long boring details are on ticket 824931
Short summary: we replaced everything including the router, network switch and cables, still doing it
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Thanks for letting us know. We’ll pick up this ticket and reach out for some more tests. Eager to get to the bottom of this for you.
 
websquadza said:
I see we’ve logged this, but it’s part of a larger area outage. Vuma team generally very responsive to outages, even over weekends
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Thank you very much, director is pleased , they were working in the area, and although everyone in the complex is on, his is off, they said a tech will be there 7:30am tomorrow morning

That said, you don’t get this kind of service from other ISP’s , a huge thank you!

On another note, I’ve bashed the idea around multiple times of moving our company to websquad , sadly link africa is the weakest link, Nora confirmed a new line would have to be put in :( , we wouldn’t be able to switch from Vodacom ( which is long time out of contract now) to websquad on the existing lines, and downtime at this point would be too much of a risk. In the last 3 weeks, we’ve had 2 outages, each time it was a broken line somewhere further up from us, and the first one, Vodacom spent an entire day , dicking around with their router ( the Cpe thing clearly shows there is a line issue , red light on LOS) before escalating to link africa, the second time, I just emailed their NOC directly , and it was resolved in under an hour

Really wish we could somehow move the service without re-inventing the whole wheel
 
websquadza said:
I see we’ve logged this, but it’s part of a larger area outage. Vuma team generally very responsive to outages, even over weekends
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Sadly it seemed too good to be true, they gave confirm they would be here by 7:30, it’s now past9, and bright link is nowhere to be seen :(
 
BouncyNinja said:
Thank you very much, director is pleased , they were working in the area, and although everyone in the complex is on, his is off, they said a tech will be there 7:30am tomorrow morning

That said, you don’t get this kind of service from other ISP’s , a huge thank you!

On another note, I’ve bashed the idea around multiple times of moving our company to websquad , sadly link africa is the weakest link, Nora confirmed a new line would have to be put in :( , we wouldn’t be able to switch from Vodacom ( which is long time out of contract now) to websquad on the existing lines, and downtime at this point would be too much of a risk. In the last 3 weeks, we’ve had 2 outages, each time it was a broken line somewhere further up from us, and the first one, Vodacom spent an entire day , dicking around with their router ( the Cpe thing clearly shows there is a line issue , red light on LOS) before escalating to link africa, the second time, I just emailed their NOC directly , and it was resolved in under an hour

Really wish we could somehow move the service without re-inventing the whole wheel
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Morning, thanks for this message. Send me a PM with the address details, let's see what we can do for you here.
The issue isn't that a new line would need to be put in, rather that LA charge a full install, even for an ISP migration. So there is an install fee. but LA would most likely use the same line if they can. Let's see what we can do to get this sorted out for you.
 
BouncyNinja said:
Thank you very much, director is pleased , they were working in the area, and although everyone in the complex is on, his is off, they said a tech will be there 7:30am tomorrow morning

That said, you don’t get this kind of service from other ISP’s , a huge thank you!

On another note, I’ve bashed the idea around multiple times of moving our company to websquad , sadly link africa is the weakest link, Nora confirmed a new line would have to be put in :( , we wouldn’t be able to switch from Vodacom ( which is long time out of contract now) to websquad on the existing lines, and downtime at this point would be too much of a risk. In the last 3 weeks, we’ve had 2 outages, each time it was a broken line somewhere further up from us, and the first one, Vodacom spent an entire day , dicking around with their router ( the Cpe thing clearly shows there is a line issue , red light on LOS) before escalating to link africa, the second time, I just emailed their NOC directly , and it was resolved in under an hour

Really wish we could somehow move the service without re-inventing the whole wheel
Click to expand...
Coincidentally, just moved one of my sites from Vodacom to Websquad. Had the same issue, had to install another line (they just lit up more fibres, so no actual civil works) and pay R5500 installtion fee. You'll probably end up paying for two services for a month or two.

With that said, all my websquad sites work perfectly as expected, except this one... this is also the only site on LinkAfrica. They (LinkAfrica) are useless! Good luck!
 
@websquadza, can we please ask for assistance on the following ticket -Ticket ID: 240707
The link hasn't dropped this week so far; however, we continue to see it drop very often. We have exhausted all troubleshooting to eliminate any possible issues on-site, and this is not a power-related issue.

Thanks
 
rvanwyk said:
Coincidentally, just moved one of my sites from Vodacom to Websquad. Had the same issue, had to install another line (they just lit up more fibres, so no actual civil works) and pay R5500 installtion fee. You'll probably end up paying for two services for a month or two.

With that said, all my websquad sites work perfectly as expected, except this one... this is also the only site on LinkAfrica. They (LinkAfrica) are useless! Good luck!
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We're working with LA on these repeated outages in the East and South of JHB. We've managed to track down that more than one ISP is affected (though they are gas-lighting each ISP and saying there are no common issues). It's up to exec level now and we hope for a speedy resolution.
 
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RiverchurchSandton said:
@websquadza, can we please ask for assistance on the following ticket -Ticket ID: 240707
The link hasn't dropped this week so far; however, we continue to see it drop very often. We have exhausted all troubleshooting to eliminate any possible issues on-site, and this is not a power-related issue.

Thanks
Click to expand...
Hi there. I've checked on this link, our monitoring to our CPE shows no backhaul drops since DFA's outage on 31 October for your link at Foundation. Please check on the support ticket for our team's response to ensure we're on the same page and get to the bottom of your issue here. I've noted here you've not replied on this ticket since 4th November, despite two follow ups from our team? Also I see no escalations as per our escalation matrix for FTTB links - I'm not sure which troubleshooting has been exhausted?
 
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BouncyNinja said:
Thank you very much, director is pleased , they were working in the area, and although everyone in the complex is on, his is off, they said a tech will be there 7:30am tomorrow morning

That said, you don’t get this kind of service from other ISP’s , a huge thank you!

On another note, I’ve bashed the idea around multiple times of moving our company to websquad , sadly link africa is the weakest link, Nora confirmed a new line would have to be put in :( , we wouldn’t be able to switch from Vodacom ( which is long time out of contract now) to websquad on the existing lines, and downtime at this point would be too much of a risk. In the last 3 weeks, we’ve had 2 outages, each time it was a broken line somewhere further up from us, and the first one, Vodacom spent an entire day , dicking around with their router ( the Cpe thing clearly shows there is a line issue , red light on LOS) before escalating to link africa, the second time, I just emailed their NOC directly , and it was resolved in under an hour

Really wish we could somehow move the service without re-inventing the whole wheel
Click to expand...
Please don't forget to PM me the details so I can investigate options for you here.
 
websquadza said:
Hi there. I've checked on this link, our monitoring to our CPE shows no backhaul drops since DFA's outage on 31 October for your link at Foundation. Please check on the support ticket for our team's response to ensure we're on the same page and get to the bottom of your issue here. I've noted here you've not replied on this ticket since 4th November, despite two follow ups from our team? Also I see no escalations as per our escalation matrix for FTTB links - I'm not sure which troubleshooting has been exhausted?
Click to expand...

websquadza said:
Hi there. I've checked on this link, our monitoring to our CPE shows no backhaul drops since DFA's outage on 31 October for your link at Foundation. Please check on the support ticket for our team's response to ensure we're on the same page and get to the bottom of your issue here. I've noted here you've not replied on this ticket since 4th November, despite two follow ups from our team? Also I see no escalations as per our escalation matrix for FTTB links - I'm not sure which troubleshooting has been exhausted?
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Good morning @websquadza,


Thank you for your response, and please accept my sincere apologies for not following the proper escalation process. We truly appreciate your support and understand the importance of adhering to the correct procedures. Our intention was simply to get to the root cause of the issue as quickly as possible, as the client has been experiencing frequent internet disconnections. We have been conducting thorough checks on our on-site equipment, including power and device stability, and found no indications of any hardware or power-related issues.
We acknowledge our oversight and will ensure this is rectified from our side moving forward. I will share the details with the team and request Velo’s assistance in handling the matter going forward.

Thank you once again for your patience, understanding, and continued support.
Regards,
Karabo Lekgau
 
RiverchurchSandton said:
Good morning @websquadza,


Thank you for your response, and please accept my sincere apologies for not following the proper escalation process. We truly appreciate your support and understand the importance of adhering to the correct procedures. Our intention was simply to get to the root cause of the issue as quickly as possible, as the client has been experiencing frequent internet disconnections. We have been conducting thorough checks on our on-site equipment, including power and device stability, and found no indications of any hardware or power-related issues.
We acknowledge our oversight and will ensure this is rectified from our side moving forward. I will share the details with the team and request Velo’s assistance in handling the matter going forward.

Thank you once again for your patience, understanding, and continued support.
Regards,
Karabo Lekgau
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Hi Karabo- thanks for your message. No its no stress, we just want to be sure that comms have been working as they should and you are receiving our feedback on your ticket. We take all our support queries seriously, and FTTB clients have well defined escalation channels we encourage you to follow to ensure speedy response times and resolution. Remeber we need to hold our vendors to their SLAs for you, our client. Nevertheless thank you for reaching out, we will be in touch to help further with your investigations and also for a refresh on escalations and key contacts for you to reach out to.
 
CrypticZA said:
Fotnite uses Amazon to host all their servers so an MTR to a AWS IP in the region you play could show you some information
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EmmanuelGoldstein said:
they will ask me for WinMTR results or hosts I do not even know because the game uses many
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I hope this is helpful in the future (not sure if your issue is resolved yet or not, but here you go) :)

  • NA-East: ping-nae.ds.on.epicgames.com
  • NA-Central: ping-nac.ds.on.epicgames.com
  • NA-West: ping-naw.ds.on.epicgames.com
  • Europe: ping-eu.ds.on.epicgames.com
  • Oceania: ping-oce.ds.on.epicgames.com
  • Brazil: ping-br.ds.on.epicgames.com
  • Asia: ping-asia.ds.on.epicgames.com
  • Middle East: ping-me.ds.on.epicgames.com
 
Wasn't there talks of using a path to EU/UK through Gabarone (and Namibia I think) cutting around 20+ms off? Or is this not feasible?
 
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