1 reviews | Active since May 2018

02 Mar 2021, 13:36

Fibre issues reported with no results

Item: Afrihost.com
Rating: 1
Author: Jean-Corne Joubert

From: JC Sent: Tue, 02 Mar 2021 at 13:04 Subject: ClientZone - General : High Latency Ticket: BAI-***0 I have not received a call from anyone with regards to my fibre. Thus either they are lying or they called someone else.

We have already established that the line reset does not fix the problem, you can do it again and again, but if it did not work the first time, why would it suddenly resolve the issue now?

I am reaching my limits at this stage... This is by far the worst support experience I have ever had with Afrihost Reply to this thread Mark as resolved From: Lijo.j - Afrihost.com Sent: Tue, 02 Mar 2021 at 13:01 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good day Jean-Corne,

When we verified the status of your logged case, we can see below update from Openserve portal on 26th Feb

== "Spoken to cust says the fibre line is okay " ==

We have once again refreshed your line.

Please verify it again.

Warm Regards Lijo Joseph @ Afrihost Fibre Team | Blazing-fast Broadband Afrihost.com Pure Internet Joy!

Please visit your Afrihost Client Zone, https://clientzone.afrihost.com to activate your account, update your details, make changes to your account and packages and much much more. Afrihost - Pure Internet Joy! From: JC Sent: Mon, 01 Mar 2021 at 21:05 Subject: ClientZone - General : High Latency Ticket: BAI-***0 is there any feedback on this? Now I am also sitting with a 10% packet loss on this line. Guys, I am paying a lot of money for this service, and I have been very patient for almost 2 weeks now, but I am getting fed up with this. All of the unnecessary questions wasted a week where the issue could have been resolved already. If this is not resolved within the next day I will be looking for an alternative service provider since you guys wasted time in getting this escalated or checking from your side for instabilities. From: Lijo.j - Afrihost.com Sent: Fri, 26 Feb 2021 at 09:00 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good day Jean-Corne,

We have reported case with Openserve team.

Its case ID is 44ATK260221

You will be updated with its progress within 2 working days.

Please hold-on.

Warm Regards Lijo Joseph @ Afrihost Fibre Team | Blazing-fast Broadband Afrihost.com Pure Internet Joy!

Browser tests Responses

192.168.0.1 3 ms (lan-gw) 169.0.228.124 3 ms (public-ip) www.google.com 341 ms (google) Local trace 1 165.73.13.129 4.478 ms 0.795 ms 2 169.1.5.62 0.131 ms 3 * 4 * 5 * 6 169.0.228.124 51.243 ms 60.276 ms 7 169.0.228.124 0.019 ms 96.582 ms 103.136 ms

traceroute to 169.0.228.124 (169.0.228.124), 30 hops max, 60 byte packets 1 * * 2 169.1.5.60 0.135 ms 0.149 ms 3 100.127.0.170 0.140 ms * 4 * * 5 * * 6 * *

# page speeds speed:1.9Mbps est.speed:604.4Kbps ping:62.574ms±26.538 speed:2.1Mbps est.speed:120.2Kbps ping:55.772ms±30.395 speed:2.0Mbps est.speed:112.6Kbps ping:57.866ms±32.214 International trace 1 * 2 10.80.71.15 11.392 ms 0.422 ms 3 138.197.249.126 1.065 ms 0.897 ms 4 138.197.251.142 0.421 ms 0.298 ms 5 195.66.226.42 2.027 ms 2.030 ms 6 * 7 * 8 * 9 * 10 * 11 169.0.228.124 224.293 ms 230.203 ms 12 169.0.228.124 230.448 ms

traceroute to 169.0.228.124 (169.0.228.124), 30 hops max, 60 byte packets 1 * * 2 10.80.71.5 1.045 ms 1.038 ms 3 138.197.249.126 1.249 ms 138.197.249.116 1.185 ms 4 138.197.251.132 0.809 ms 138.197.251.130 0.931 ms 5 195.66.226.42 2.153 ms 138.197.249.217 0.826 ms 6 * 195.66.226.42 2.125 ms 7 * * 8 * * 9 * *

# page speeds speed:502.9Kbps est.speed:151.2Kbps ping:230.964ms±86.767 From: JC Sent: Thu, 25 Feb 2021 at 18:38 Subject: ClientZone - General : High Latency Ticket: BAI-***0 See results below: Network test

IP address: 169.0.228.124 DNS resolver: 172.253.215.12 74.125.47.137 complete Browser tests

Responses

1. 192.168.0.1 5 ms (lan-gw) 2. 169.0.228.124 5 ms (public-ip) 3. www.google.com 334 ms (google)

Local trace

1 165.73.13.129 0.578 ms 0.791 ms 2 169.1.5.60 0.134 ms 0.142 ms 3 100.127.0.170 0.137 ms 0.152 ms 4 * 5 * 6 * 7 169.0.228.124 47.486 ms 50.187 ms 8 169.0.228.124 0.019 ms 93.604 ms 97.690 ms

traceroute to 169.0.228.124 (169.0.228.124), 30 hops max, 60 byte packets 1 * * 2 169.1.5.60 0.149 ms 169.1.5.62 0.131 ms 3 * 100.127.0.170 0.090 ms 4 * * 5 * * 6 * *

# page speeds speed:9.5Mbps est.speed:4.6Mbps ping:46.675ms±8.342 speed:2.1Mbps est.speed:125.8Kbps ping:54.239ms±29.178 speed:7.4Mbps est.speed:14.5Mbps ping:44.191ms±0.349 speed:1.9Mbps est.speed:118.9Kbps ping:60.34ms±31.305 speed:2.3Mbps est.speed:124.1Kbps ping:51.369ms±29.074 speed:4.1Mbps est.speed:1.4Mbps ping:57.155ms±24.791 speed:16.5Mbps est.speed:8.3Mbps ping:45.027ms±3.187

International trace

1 * 2 10.80.71.7 0.903 ms 3 138.197.249.118 1.028 ms 3.133 ms 4 138.197.251.132 0.592 ms 5 138.197.249.217 7.533 ms 0.556 ms 6 195.66.226.42 1.745 ms 1.811 ms 7 * 8 * 9 * 10 * 11 * 12 169.0.228.124 222.502 ms 222.865 ms 13 169.0.228.124 220.199 ms

traceroute to 169.0.228.124 (169.0.228.124), 30 hops max, 60 byte packets 1 * * 2 10.80.71.7 1.153 ms 10.80.71.13 1.146 ms 3 138.197.249.126 1.223 ms 138.197.249.108 1.128 ms 4 138.197.251.138 1.115 ms 138.197.251.130 1.096 ms 5 195.66.226.42 2.155 ms 2.488 ms 6 195.66.226.42 2.603 ms * 7 * * 8 * * 9 * *

# page speeds speed:524.9Kbps ping:221.317ms±110.658 speed:541.5Kbps est.speed:158.2Kbps ping:214.519ms±81.779

On Wed, Feb 24, 2021 at 9:28 AM Fibre Enquiries wrote:

> Good day Jean-Corne, > > In order to get complete network test result from client side, we have > created a test link. > It is as follows > > == > http://test.afrihost.com/trace/ > == > > Please access that url with our Fibre network and then take complete > screen-shot of the page and provide it to us. > > Thus we can assist you in a better way. > > Warm Regards > Lijo Joseph @ Afrihost Fibre Team | Blazing-fast Broadband > Afrihost.com > Pure Internet Joy! > > Please visit your Afrihost Client Zone, https://clientzone.afrihost.com > to activate your account, update your details, make changes to your account > and packages and much much more. > Afrihost - Pure Internet Joy! Ticket Details > ------------------------------ > Ticket ID: BAI-***0 > Department: Fibre Support > Priority: High > > Get help now: https://help.afrihost.com

From: Lijo.j - Afrihost.com Sent: Wed, 24 Feb 2021 at 09:28 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good day Jean-Corne,

In order to get complete network test result from client side, we have created a test link. It is as follows

== http://test.afrihost.com/trace/ ==

Please access that url with our Fibre network and then take complete screen-shot of the page and provide it to us.

Thus we can assist you in a better way.

Warm Regards Lijo Joseph @ Afrihost Fibre Team | Blazing-fast Broadband Afrihost.com Pure Internet Joy!

Attached the spreadsheet

On Wed, Feb 24, 2021 at 8:00 AM Fibre Enquiries wrote:

> Good day Jean-Corne, > > I trust you are well. > My sincere apologies for the difficulties encountered. > > Please send them directly from your email by responding to the same email > trail so that we can investigate and escalate accordingly if need be. > > Looking forward to your response. > > Regards > > Ticket Details > ------------------------------ > Ticket ID: BAI-***0 > Department: Fibre Support > Priority: High > > Get help now: https://help.afrihost.com

From: Kwanele N - Afrihost.com Sent: Wed, 24 Feb 2021 at 07:59 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good day Jean-Corne,

I trust you are well. My sincere apologies for the difficulties encountered.

Please send them directly from your email by responding to the same email trail so that we can investigate and escalate accordingly if need be.

Looking forward to your response.

Regards

From: JC Sent: Tue, 23 Feb 2021 at 19:14 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good Day

Note the issue started again. It was fine until now.

I have screen shots here in a excel file with timestamps of each test performed. Please let me know how to send this to you since there is no attach option on the client zone From: Kwanele N - Afrihost.com Sent: Tue, 23 Feb 2021 at 11:48 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good day Jean-Corne,

I trust you are well. Thank you for taking the time to talk to us and for your patience.

As per our telephone discussion, please note that we have communication to the router and it is responding as there is an authentication. To stabilize the connection I have also refreshed(port recreate) the connection.

Kindly monitor the connection today in the evening and revert to us should the issue persists for further assistance.

For any further queries please do not hesitate to revert to us as we're always willing to assist.

Regards

From: Jinson John - Afrihost.com Sent: Tue, 23 Feb 2021 at 09:57 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Hello JC,

As per your request, I have scheduled a callback request to you. Our support staff will contact you ASAP.

Warm Regards, Jinson John From: Kabelo M - Afrihost.com Sent: Tue, 23 Feb 2021 at 09:15 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Hi There JC

As stated we have logged a call back as per your request around 11am

Regards

From: JC Sent: Tue, 23 Feb 2021 at 09:04 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Guys if the line is not stable why would I need to reset the router? Nothing changed on the router. No configuration changes No Network changes around the house. Resetting a router is not a solution.

But I am done chatting on this site, call me at the times given through. From: Kabelo M - Afrihost.com Sent: Tue, 23 Feb 2021 at 08:59 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good day Jean-Corne

I trust all is well. Thank you for the email.

Upon checking your profile I do see that the fibre line has not been stable and this means a hard reset is gonna need to be performed on your wifi router.

Please also note that I have logged a call back as requested so that we can do the router reset.

Regards Kabelo M

From: JC Sent: Tue, 23 Feb 2021 at 08:24 Subject: ClientZone - General : High Latency Ticket: BAI-***0 I am available between 11 and 12 this morning, then again from 14:00 this afternoon From: Kwanele N - Afrihost.com Sent: Tue, 23 Feb 2021 at 08:16 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good day Jean-Corne,

Thank you for getting back to us. My sincere apologies for the frustration caused.

Kindly advise what would be the most convenient time to make contact with you today before 16:00 so that I can you assist further.

Looking forward to your response.

Regards

From: JC Sent: Tue, 23 Feb 2021 at 08:05 Subject: ClientZone - General : High Latency Ticket: BAI-***0 No man now you are just assuming stuff and providing a general response without checking anything on from your side. There is a total of 3 devices on this network. And in order to ensure there is no congestion from inside my network, I have tested this via 2 of the devices whilst disabling the rest of the devices.

This is getting really silly, since you are also now sugesting enabling a unsecure tunneling service on my network? That is not a solution. The fact of the matter is that something is not working as expected at night, and if that is the case the area itself gets congested? Either or, I want this resolved since I am not paying over R1000 per month for high ping and slower speeds after a certain time at night. Ping Test last night at 19:00: (This is what I have been getting since 5 days ago) Reply from 172.217.170.36: bytes=32 time=69ms TTL=58 Reply from 172.217.170.36: bytes=32 time=70ms TTL=58 Reply from 172.217.170.36: bytes=32 time=68ms TTL=58 Reply from 172.217.170.36: bytes=32 time=79ms TTL=58

Ping Test this Morning: (This is what I expect to see 24/7) Reply from 172.217.170.36: bytes=32 time=5ms TTL=58 Reply from 172.217.170.36: bytes=32 time=4ms TTL=58 Reply from 172.217.170.36: bytes=32 time=5ms TTL=58 Reply from 172.217.170.36: bytes=32 time=5ms TTL=58

Please dont treat me like just another person who knows nothing around networking since I do specialise in IT. From: Kwanele N - Afrihost.com Sent: Tue, 23 Feb 2021 at 07:21 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good da Jean-Corne,

I trust you are well. My sincere apologies for the difficulties encountered.

Please close background programs. However, depending on the specifics, background programs can hog a lot of your bandwidth, resulting in increased latency. The number one offenders are programs that update automatically like Steam or sometimes even Windows Update. But there are other programs and websites like Netflix, Spotify, and Twitch that use a ton of your bandwidth. Sometimes your internet connection can handle it but not always.

Each additional device on your network puts strain on your bandwidth. While maybe a computer and a cell phone won’t affect things significantly, when you start to factor in consoles, additional machines, tablets, and your roommates’ or family’s devices, the amount of traffic your router is controlling is likely too much. Too many devices can affect stability and latency.

Kindly log into the router by following the steps below as it helps with such issues Open your preferred internet browser. Enter 192.168.0.1 into the address bar and press enter. You will be taken to the router login screen. Username: ‘admin’. Password: admin/afrihostadmin1 or enter a password if one has been created. >Click on advance > ALG/Passthrough *enable L2TP passthrough *enable PPTP passthrough >click apply

If an option to update the firmware appears please do update it as well.

Once done with applying the steps provided please monitor your connection today in the evening and revert to us if the issue persists for further investigation so that we can log a fault if need be.

Should you have any further queries please do not hesitate to revert to us as we're always willing to assist.

Regards

From: JC Sent: Mon, 22 Feb 2021 at 23:09 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Please note this is not on wifi. This is running on cable. The result is the same wether or not I am on wifi or on the cable.

Download speed tonight when performing a speed test was also at 70mbps instead of 100mbps.

Note I have been having this for a couple of days now, and switching off the routers for a couple of minutes did not resolve the issue.

On Mon, 22 Feb 2021, 23:05 Fibre Enquiries, wrote:

> Good evening Jean-Corne > > Thank you for contacting Afrihost. > > I do apologize for the latency you seem to be experiencing on your Fibre > link. > Please perform the below steps in proving your Fibre link's latency and > throughput(Speed) issues so that we can further escalate the issue with the > FNO. > 1 connect your Laptop with a LAN cable to your router's LAN1 interface > - This is to avoid sharing the 2.4GHz frequency band with potentially > other devices using the same frequency such as your mobile phone or worse > frequency interference. > > 2 Then open your browser and go to : saix.net > Click on the speedtest icon(speedometer look alike icon) > - Run the speedtest and mail the speed results screenshots > Note : 2.4 GHz is a wider range coverage band, as it can penetrate wall > boundaries > - it is meant for mobile devices as it can be seems beyond the wall > boundaries > : 5GHz is meant for fixed or stationary devices because it cannot be seen > beyond > the wall boundaries > - its meant for bandwidth aggressive traffic like streaming traffic or > real-time traffic > however, the router needs to be in the same room with fixed devices like > your > your smart TV and online gaming devices otherwise these devices won't see > the 5GHz Band. > > Looking forward to your correspondence. > Thanks and Take Care > Thabiso > Afrihost.com > Pure Internet Joy! > > Ticket Details > ------------------------------ > Ticket ID: BAI-***0 > Department: Fibre Support > Priority: High > > Get help now: https://help.afrihost.com

From: Thabiso M - Afrihost.com Sent: Mon, 22 Feb 2021 at 23:04 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good evening Jean-Corne

Thank you for contacting Afrihost.

I do apologize for the latency you seem to be experiencing on your Fibre link. Please perform the below steps in proving your Fibre link's latency and throughput(Speed) issues so that we can further escalate the issue with the FNO. 1 connect your Laptop with a LAN cable to your router's LAN1 interface - This is to avoid sharing the 2.4GHz frequency band with potentially other devices using the same frequency such as your mobile phone or worse frequency interference.

2 Then open your browser and go to : saix.net Click on the speedtest icon(speedometer look alike icon) - Run the speedtest and mail the speed results screenshots Note : 2.4 GHz is a wider range coverage band, as it can penetrate wall boundaries - it is meant for mobile devices as it can be seems beyond the wall boundaries : 5GHz is meant for fixed or stationary devices because it cannot be seen beyond the wall boundaries - its meant for bandwidth aggressive traffic like streaming traffic or real-time traffic however, the router needs to be in the same room with fixed devices like your your smart TV and online gaming devices otherwise these devices won't see the 5GHz Band.

Looking forward to your correspondence. Thanks and Take Care Thabiso Afrihost.com Pure Internet Joy!

From: Jean-Corne Joubert Sent: Mon, 22 Feb 2021 at 19:56 Subject: ClientZone - General : High Latency Ticket: BAI-***0 Good Day. I have sent an email to support more than 3 days ago and still no feedback. Why am I getting high latency/Ping on local servers at night? I used to get between 5 and 8 ping and now it is 70 constantly.

Helpful (0)

Replies (0)