Afrihost New Network Feedback - Part 3

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AfriMan

AfriMan

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Welcome to 2017 and a new Afrihost Network Feedback thread.

Let's hope that this year will be the best ever! Anything is possible when we work together :)


bwana said:
Mod_note: These threads are clearly designed/intended for customers to provide feedback to their respective ISPs - not for disgruntled former customers to vent, not for other ISPs to promote their services, etc - and, one hopes, for the relevant ISP to respond.
Click to expand...
 
Last edited by a moderator:
Holla if ya hear me... :D

Good to see very few issues, apart from the down time on new years day, but that was resolved in reasonably quick time. :)
 
I comment on the last post
Afrihost New Network Feedback - Part 2

[quote name="kohlhtor" post=18909792]it is very interesting you fight for afrihost i think the forum is know an advert for afrihost

the same as my broadband

it shows a funny feeling



Not really sure what you are saying here. I think it's better if we focus on the issue you are having rather than attack other forum members. I also saw that you posted on our Facebook page. I think it's fair to say we've put a lot of effort into trying to figure out why you consistently have a bad experience when others don't. I'm not sure what options are left to investigate, but we're committed to looking at anything we haven't already tried to improve your experience.

https://r.tapatalk.com/shareLink?ur...are_fid=11467&share_type=t&share_pid=18911816

You dit nothing to reduces international packets loss in the evening
I stopped posting this after 3 month of not fixing this
And I have never see forum user posting in response to trace to leave Afrihost and stop complaining

I post on Sunday nobody reply to my ticket I open in the morning no reply you say on Sunday 4 hr of not reply in fine know is 2 days and you think is still fine
You advertise 24 hr Support this is not the first time tickets get not answers on weekends
I'm on forum around the world and I have not see this personelle comments our posting in favour for the product you use
You as Afrihost complaining about the Attacke on you but allow others to be attacked
 
This was the trace last night
ec0e822a5f0d3fef66423296ff8637ab.jpg


This this morning
And the problem is in the tata network from nerotel

7b62a58fcc311fdc0c8f156292c4f9c9.jpg
 
kohlhtor said:
I comment on the last post
Afrihost New Network Feedback - Part 2

[quote name="kohlhtor" post=18909792]it is very interesting you fight for afrihost i think the forum is know an advert for afrihost

the same as my broadband

it shows a funny feeling



Not really sure what you are saying here. I think it's better if we focus on the issue you are having rather than attack other forum members. I also saw that you posted on our Facebook page. I think it's fair to say we've put a lot of effort into trying to figure out why you consistently have a bad experience when others don't. I'm not sure what options are left to investigate, but we're committed to looking at anything we haven't already tried to improve your experience.

https://r.tapatalk.com/shareLink?ur...are_fid=11467&share_type=t&share_pid=18911816

You dit nothing to reduces international packets loss in the evening
I stopped posting this after 3 month of not fixing this
And I have never see forum user posting in response to trace to leave Afrihost and stop complaining

I post on Sunday nobody reply to my ticket I open in the morning no reply you say on Sunday 4 hr of not reply in fine know is 2 days and you think is still fine
You advertise 24 hr Support this is not the first time tickets get not answers on weekends
I'm on forum around the world and I have not see this personelle comments our posting in favour for the product you use
You as Afrihost complaining about the Attacke on you but allow others to be attacked
Click to expand...

I'm really battling to understand what you are saying here - maybe you are upset and not getting the words out :(

We're not saying you can't complain if you have a bad experience, but we're saying we want to move forward. If we can't replicate your experience and the rest of the forum is not able to confirm the same issue in general, it leaves us with few options to move forward or investigate. Where we can replicate issues, we always take that forward as high priority. As far as I recall, we've put you in touch with our Critical Care team (whom you had some very unpleasant comments about) and generally you've posted a lot of negative feedback, but we're not sure where to look at next to improve your experience. If you have suggestions of what we haven't tried, we're happy to look at that.

With regard to tickets not being answered, we definitely have a 24 hour support team, we sit right next door to that department, and they are most certainly answering queries and taking calls as advertised. It may be because you are replying to your own tickets, which moves them to the back of the queue, as we address the oldest tickets first, to the newest. I'd be happy to look into that.

Nobody should be attacked or feel uncomfortable about posting their experience in this thread, but I think the point being made is that this is a place to work together to make things better - not simply a place to dump on the reps and the company, but not move forward together. We certainly don't advocate any sort of bullying or personal attacks of any kind - we are very much against that. I'm sorry if you felt that way.
 
AfriMan said:
I'm really battling to understand what you are saying here - maybe you are upset and not getting the words out :(

We're not saying you can't complain if you have a bad experience, but we're saying we want to move forward. If we can't replicate your experience and the rest of the forum is not able to confirm the same issue in general, it leaves us with few options to move forward or investigate. Where we can replicate issues, we always take that forward as high priority. As far as I recall, we've put you in touch with our Critical Care team (whom you had some very unpleasant comments about) and generally you've posted a lot of negative feedback, but we're not sure where to look at next to improve your experience. If you have suggestions of what we haven't tried, we're happy to look at that.

With regard to tickets not being answered, we definitely have a 24 hour support team, we sit right next door to that department, and they are most certainly answering queries and taking calls as advertised. It may be because you are replying to your own tickets, which moves them to the back of the queue, as we address the oldest tickets first, to the newest. I'd be happy to look into that.

Nobody should be attacked or feel uncomfortable about posting their experience in this thread, but I think the point being made is that this is a place to work together to make things better - not simply a place to dump on the reps and the company, but not move forward together. We certainly don't advocate any sort of bullying or personal attacks of any kind - we are very much against that. I'm sorry if you felt that way.
Click to expand...

This is not thru more user complaining this evening
And I know you don't like the truth but on my trace I can see every evening the same problem I'm not posting this any more this forum gets to personal and not looking the facets


You only answers with common facets but never answers the question why is no support on weekends look on your Facebook page more users complaining for not answers tickets
And the different pop Afrihost is using in Cape Town but never answers how you separate the users with the different pop

But the Afrihost Support on weekends outside your phone hr not working
A ticket is not answers in 48 hr

Sorry I get a reply last night 21:40
 
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kohlhtor said:
This is not thru more user complaining this evening
And I know you don't like the truth but on my trace I can see every evening the same problem I'm not posting this any more this forum gets to personal and not looking the facets


You only answers with common facets but never answers the question why is no support on weekends look on your Facebook page more users complaining for not answers tickets
And the different pop Afrihost is using in Cape Town but never answers how you separate the users with the different pop

But the Afrihost Support on weekends outside your phone hr not working
A ticket is not answers in 48 hr
Click to expand...

I think it's remarks like this that are problematic:

"And I know you don't like the truth ..."

If you make it personal and have a go at the reps, that's bound to create issues and also peeve other members of the community who are here to work with us to find solutions. Also, the claim about not offering support on weekends is just blatantly false. We have teams working 24 hours a day, including weekends and public holidays, so every single ticket gets answered and we take calls every day during the prescribed hours.
 
Just came across this thread and just want to add my 2c

Also been noticing international packet-loss constantly, and it appears to be the same hop as in @kohlhtor's post above.

See below:

WlCW0UD.png


2MTxuqb.png
 
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DeatheCore said:
Just came across this thread and just want to add my 2c

Also been noticing international packet-loss constantly, and it appears to be the same hop as in @kohlhtor's post above.

See below:

snip
Click to expand...

Those results seem pretty decent to me, seems like the packet loss (if I am reading how this test works) is outside of our network. Not sure why this sipgate.de is being used as a standard, your twitch trace seems pretty good.
 
26% average packet loss on the 12th hop somewhere on your international routing, surely this isn't considered normal?

I used twitch as my own benchmark, and tested sipgate to compare to kohlhtor's tests above.

Just for reference, here are traces to the same sites using Vox:

MwqXHf9.png


rJgiwzR.png
 
And to add my 2c.

For all the services I use, my pings are low between 160ms to 180ms.
Downloads are line speed 24x7, and Twitch playback is impeccable.
 
Phinix said:
And to add my 2c.

For all the services I use, my pings are low between 160ms to 180ms.
Downloads are line speed 24x7, and Twitch playback is impeccable.
Click to expand...

That's impressive. Impeccable twitch playback... that's a first! I've also had a pretty good experience with Afrihost so far, but Twitch playback in SA is far from impeccable.

I'm never able to stream from Twitch at a higher speed than 3Mbps, on my 20Mbps line - but alas, this is not an Afrihost specific problem.
 
DeatheCore said:
That's impressive. Impeccable twitch playback... that's a first! I've also had a pretty good experience with Afrihost so far, but Twitch playback in SA is far from impeccable.

I'm never able to stream from Twitch at a higher speed than 3Mbps, on my 20Mbps line - but alas, this is not an Afrihost specific problem.
Click to expand...

To be honest a year or two ago Twitch didn't work at all on Afrihost for me, but started using AH again a few months ago and it surprised me to that the playback just works. I can just open the site and it will play on source averaging between 13 to 18 seconds to live.

However I do 90% of the time watch twitch through Livestreamer since it allows me to use my media player which makes the image sharper then what the in browser stream looks like, also being able to use multiple connections and not just one helps.
 
Happy with these results.

Code: 
mtr --report sipgate.de
Start: Tue Jan  3 13:24:33 2017
HOST: hydra                       Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- er-8.ubnt                  0.0%    10    0.1   0.1   0.1   0.2   0.0
  2.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0
  3.|-- cpt-up1.ip.adsl.co.za     20.0%    10   19.8  20.0  19.1  22.8   1.0
  4.|-- cpt-in1.ip.adsl.co.za      0.0%    10   19.3  19.6  18.9  20.5   0.0
  5.|-- cpt-net1.ip.adsl.co.za     0.0%    10   19.7  26.1  19.0  75.3  17.3
  6.|-- 41.164.52.40               0.0%    10   19.1  21.1  19.1  33.1   4.2
  7.|-- ix-ae-7-0.tcore1.KLT-Cape  0.0%    10   19.0  21.1  19.0  34.7   4.8
  8.|-- if-ae-5-2.tcore2.PV9-Lisb  0.0%    10  168.0 168.6 167.5 170.2   0.6
  9.|-- if-ae-2-2.tcore1.PV9-Lisb  0.0%    10  167.3 167.9 166.6 169.7   0.7
 10.|-- if-ae-1-3.tcore1.SV8-High  0.0%    10  174.2 177.7 173.7 209.9  11.3
 11.|-- if-ae-2-2.tcore2.SV8-High  0.0%    10  169.3 169.4 168.8 169.9   0.0
 12.|-- if-ae-11-2.tcore1.L78-Lon 20.0%    10  168.4 169.0 168.3 169.7   0.0
 13.|-- if-ae-17-2.tcore1.LDN-Lon  0.0%    10  162.0 163.4 161.2 172.8   3.4
 14.|-- 195.219.83.102            40.0%    10  167.4 167.4 166.9 167.9   0.0
 15.|-- ae-2-70.edge4.Frankfurt1.  0.0%    10  175.9 176.2 175.7 177.0   0.0
 16.|-- ae-2-70.edge4.Frankfurt1.  0.0%    10  176.2 176.0 175.2 176.4   0.0
 17.|-- te2-2.c102.f.de.plusline.  0.0%    10  175.3 174.4 172.6 178.9   1.8
 18.|-- 82.98.102.13               0.0%    10  176.6 176.7 176.0 177.9   0.3
 19.|-- 82.98.98.250              10.0%    10  176.1 175.8 175.3 177.0   0.4
 20.|-- 212.19.42.26              10.0%    10  181.4 182.0 181.2 183.1   0.4
 21.|-- sipgate.de                10.0%    10  174.8 175.3 174.8 176.2   0.0
 
DeatheCore said:
26% average packet loss on the 12th hop somewhere on your international routing, surely this isn't considered normal?

I used twitch as my own benchmark, and tested sipgate to compare to kohlhtor's tests above.

Just for reference, here are traces to the same sites using Vox:

MwqXHf9.png


rJgiwzR.png
Click to expand...

I can't see the packet loss in your test, but in terms of destination latency I think it's pretty much similar. Looks like they are routing more directly for Germany, but it doesn't seem to add too much latency to the end point.

If there is packet loss anywhere though, that is definitely not normal and is of concern.
 
Am I right in saying that this indicates a problem at the exchange?
Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Anthony-PC>tracert mybroadband.co.za

Tracing route to mybroadband.co.za [104.20.10.169]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 3015 ms * jhb-up3.ip.adsl.co.za [169.1.5.29]
4 3055 ms 536 ms 45 ms 169-1-5-250.ip.afrihost.co.za [169.1.5.250]
5 51 ms 40 ms 39 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 38 ms 37 ms 37 ms cloudflare.ixp.joburg [196.46.25.198]
7 38 ms 37 ms 37 ms 104.20.10.169

Trace complete.

C:\Users\Anthony-PC>
 
AfriMan said:
Those results seem pretty decent to me, seems like the packet loss (if I am reading how this test works) is outside of our network. Not sure why this sipgate.de is being used as a standard, your twitch trace seems pretty good.
Click to expand...
This is part of your upstream provider nerotel
Tata is the owner of Nerotel

Sipgate is a VOIP Provider from Germany Used from German Users living in South Africa to have a German Phone Number

inetnum 80.231.139.0 - 80.231.139.255
netname Highbridge-SV8-TATAC
remarks INFRA-AW
descr Customers access -30 and BB internal use
country GB
admin-c IA1570-RIPE
tech-c IA1570-RIPE
status ASSIGNED PA
mnt-by AS8297-MNT
created 2010-09-29T09:15:20Z
last-modified 2010-09-29T09:15:20Z
source RIPE

% Information related to '80.231.0.0/16AS6453'

route 80.231.0.0/16
descr TATA Communications
origin AS6453
mnt-by TELEGLOBE-MNT
created 2003-04-08T19:26:07Z
last-modified 2008-02-12T20:23:43Z
source RIPE
 
Anyone else?

This site can’t be reached

clientzone.afrihost.com took too long to respond.
Try:
Checking the connection
Checking the proxy and the firewall
Running Windows Network Diagnostics
ERR_TIMED_OUT
Click to expand...
 
Imagine101011 said:
Am I right in saying that this indicates a problem at the exchange?
Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Anthony-PC>tracert mybroadband.co.za

Tracing route to mybroadband.co.za [104.20.10.169]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 3015 ms * jhb-up3.ip.adsl.co.za [169.1.5.29]
4 3055 ms 536 ms 45 ms 169-1-5-250.ip.afrihost.co.za [169.1.5.250]
5 51 ms 40 ms 39 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 38 ms 37 ms 37 ms cloudflare.ixp.joburg [196.46.25.198]
7 38 ms 37 ms 37 ms 104.20.10.169

Trace complete.

C:\Users\Anthony-PC>
Click to expand...

It looks very possible... Could you ping bras.afrihost.com for me to confirm?
 
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