What the hell Amobia

[Murmaider]

So more than a week later, 7 support ticket replies, about 10 phone calls and still Amobia doesn't even seem to understand my issue and now it just seems like its being ignored. This is really frustrating, considering the amount of time I have bragged about Amobia over the last 2 years and even try and justify the R50 per/GB I pay for some unshaped, premium bandwidth.

So here is the issue.
I have 2 amobia accounts, an uncapped account and a 10GB capped account.

This is the latency graph of the 10GB (R50 p/GB account) from the Unit to the Tower.


This is the latency graph on the 2nd uncapped Amobia connection from the Unit to the Tower


I have no asked them numerous times if they can please sort out the latency on the 10GB connection as this is the connection i play games on usually don't even hit the 10gb cap in a month. So far every technician at Amobia that has phoned me as asked me if I am getting my full 4mb/sec speed and if they can prioritize my gaming on my connection. The more I try explain to them that as much as I would love them to prioritize my gaming, its not solving the latency issue between my unit and the tower and they just can't seem to understand this.

All I want is a stable latency between my unit and the tower, is that really something that is so difficult to comprehend?

So I have 2 questions.
1) Why is amobia support finding my issue to difficult to comprehend? Surely their support staff are trained to understand what the issue is?

2)Does anyone have a contact of one of the senior technicians or a manager or someone at Amobia who can solve my issue.

 

[paul5186]

I doubt the problem is the per gb vs the uncapped accounts. I think its the wireless connection to the highsite.

e.g
a) old equipment on your side
b) old sector on the highsite
c) misalignement between the cpe and the highsite
d) Radio interference on the highsite
e) distance to highsite
f) oversubscribed sector, i.e too many connections

Are you running a mikrotik?

 

[Stillie]

i disagree with paul due to the fact that the 10gig is running much worse that the uncapped? in my eyes there is def a problem with the uncapped. murmaider have u tried a tracert?

 

[paul5186]

i disagree with paul due to the fact that the 10gig is running much worse that the uncapped? in my eyes there is def a problem with the uncapped. murmaider have u tried a tracert?

You mean problem with the per GB. A traceroute would not help as this is from CPE to tower. Get them to send you a screenshot with your PPPOE queue limits?

 

[nomdeplume]

I have 2 amobia accounts, an uncapped account and a 10GB capped account.

So you have two kits on your roof connected to the same tower, and switch gateways every time between the two?

The graphs represent the very first hop being the AP?

If so then switch the uncapped connection off at the power source and see if your latency on the capped improves.

 

[Murmaider]

I doubt the problem is the per gb vs the uncapped accounts. I think its the wireless connection to the highsite.

e.g
a) old equipment on your side
b) old sector on the highsite
c) misalignement between the cpe and the highsite
d) Radio interference on the highsite
e) distance to highsite
f) oversubscribed sector, i.e too many connections

Are you running a mikrotik?

a) 2 years old
b) no idea
c) possible, maybe caused by wind over time.
d) Nah, its been working 100% for the last 2 years, this recent up until about a month ago.
e) Same as above, the distance is fine the connect has been fine for ages.
f) possibly.

Yes it a mikrotik.

So you have two kits on your roof connected to the same tower, and switch gateways every time between the two?

The graphs represent the very first hop being the AP?

If so then switch the uncapped connection off at the power source and see if your latency on the capped improves.

It's 2 different locations, but I think they both connected to the same tower.


Either way, I don't understand why Amobia can't sort it out. If its misalignment, then they should send someone out, but all i can get out of them is "what does a speedtest say".


P.S. Are you the same Paul who used to work at Amobia?

 

[paul5186]

P.S. Are you the same Paul who used to work at Amobia?

Nope I just run a wireless network in Cape Town. Just giving some ideas of what I would look at. Considering its two different locations there may be a mismatch in latency due to it being two separate links. When you mean two different locations do you mean two different premises? If so then I am more inclined that its the wireless connection to the highsite and not a capped vs uncapped issue (though I do not run their network - so may well be).

If so then

 

[Murmaider]

Nope I just run a wireless network in Cape Town. Just giving some ideas of what I would look at. Considering its two different locations there may be a mismatch in latency due to it being two separate links. When you mean two different locations do you mean two different premises? If so then I am more inclined that its the wireless connection to the highsite and not a capped vs uncapped issue (though I do not run their network - so may well be).

If so then

I know its not a uncapped vs capped issued. More an illustration that they are capable of sustaining a stable latency connection. The post here is more to find out if anyone has any contact details of someone senior in Amobia that can resolve this issue on my capped connection so I can go back to having stable latency.

This is before I eventually lose my tempter and rip the poor call center consultant a new one.

 

[Murmaider]

Update - I seem to be winning, apparently its something faulty on the tower which is being swapped out tonight.