Afrihost Business Uncapped Feedback - 2

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Anybody else getting lots of dropped packets/ping timeouts?

This has been constantly happening for the past week or 2. Twitch is pretty much impossible to watch, since every 10-20 seconds it lags out.

Switched accounts to WebAfrica Capped and problem went away.

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giggity said:
Go ahead. It'd be interesting and certainly show Afrihost that they need to get their act into gear quicker than they're trying right now.
Click to expand...

How does one make one?

How about we allow a multiple select poll?


Have you cancelled your account in October, how many accounts? (i.e. allow for you cancelling clients / family etc).

0.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.

(I could not find anyone in the thread referencing more than 16 accounts at once being cancelled.
 
Poll results would be pretty pointless. I personally know 7 people who have cancelled their AH accounts (and some of them had multiple AH accounts) in the last month, and not one of them is on this forum.
 
Bursty-dude said:
Poll results would be pretty pointless. I personally know 7 people who have cancelled their AH accounts (and some of them had multiple AH accounts) in the last month, and not one of them is on this forum.
Click to expand...

People who use this forum are very likely to recommend a product to the average person or multiple people. They, therefore, are a demographic who needs to be satisfied in order to keep their business strong. Nearly every person will refer to a friend who knows a little something about what they want before getting it.
 
Simple. said:
Anybody else getting lots of dropped packets/ping timeouts?

This has been constantly happening for the past week or 2. Twitch is pretty much impossible to watch, since every 10-20 seconds it lags out.

Switched accounts to WebAfrica Capped and problem went away.
Click to expand...

Yes, seeing loads of packet loss when doing a pathping to websites and Diablo 3 servers. Around 6-20% per hop.
 
So my email asking about a refund due to two months of crappy internet resulted in this:


"Hi Ryan

We trust you are well.

Thank you for the e-mail apologies for the late reply.

We have credited your account for 50% of the billing price you paid for October.

Please find attached your statement which will show the credit and that next month you will be billed less your normal pricing.

Thank you for your patience and cooperation

Please do not hesitate to contact us for further information

Kind Regards"




I am happy with that, in all honesty.
 
Bursty-dude said:
So my email asking about a refund due to two months of crappy internet resulted in this:


"Hi Ryan

We trust you are well.

Thank you for the e-mail apologies for the late reply.

We have credited your account for 50% of the billing price you paid for October.

Please find attached your statement which will show the credit and that next month you will be billed less your normal pricing.

Thank you for your patience and cooperation

Please do not hesitate to contact us for further information

Kind Regards"




I am happy with that, in all honesty.
Click to expand...

You are lucky, my 10MB Business account got a credit of R50.00
 
Bursty-dude said:
So my email asking about a refund due to two months of crappy internet resulted in this:


"Hi Ryan

We trust you are well.

Thank you for the e-mail apologies for the late reply.

We have credited your account for 50% of the billing price you paid for October.

Please find attached your statement which will show the credit and that next month you will be billed less your normal pricing.

Thank you for your patience and cooperation

Please do not hesitate to contact us for further information

Kind Regards"




I am happy with that, in all honesty.
Click to expand...

I would also be happy with that to be honest. But now the question begs....what about the other customers. To only re-imburse customers who ask despite everyone being affected is a bit un-ethical. As most customers don't ask for this simply because they think there is no chance of getting a partial refund.
 
Crusader said:
Wonderful speed, once again.
http://speedtest.ookla.com/result/2740454334.png
Download Speed: 46 kbps (5.8 KB/sec transfer rate)
Upload Speed: 344 kbps (43 KB/sec transfer rate)
Latency: 187 ms
2014/10/25, 9:59:04 AM

http://speedtest.ookla.com/result/2740455880.png
Download Speed: 155 kbps (19.4 KB/sec transfer rate)
Upload Speed: 396 kbps (49.5 KB/sec transfer rate)
Latency: 187 ms
2014/10/25, 10:02:53 AM

http://speedtest.ookla.com/result/2740456358.png
Download Speed: 186 kbps (23.3 KB/sec transfer rate)
Upload Speed: 333 kbps (41.6 KB/sec transfer rate)
Latency: 185 ms
2014/10/25, 10:04:05 AM

http://speedtest.ookla.com/result/2740457167.png
Download Speed: 120 kbps (15 KB/sec transfer rate)
Upload Speed: 410 kbps (51.3 KB/sec transfer rate)
Latency: 40 ms
2014/10/25, 10:06:08 AM
Click to expand...

I am sorry that you keep getting these low speeds. :(

Once our IPC Upgrades in the South are in place, and running you should see the speeds improve dramatically. Our Northern and Eastern regions have seen quite a bit of improvement since the respective upgrades were completed.
 
AfriGenie said:
I am sorry that you keep getting these low speeds. :(

Once our IPC Upgrades in the South are in place, and running you should see the speeds improve dramatically. Our Northern and Eastern regions have seen quite a bit of improvement since the respective upgrades were completed.
Click to expand...

You keep talking about "South" so why was the "North" so pathetic this weekend? I was getting 300KBps max on my 20Mbps VDSL line?
 
AfriGenie said:
I am sorry that you keep getting these low speeds. :(

Once our IPC Upgrades in the South are in place, and running you should see the speeds improve dramatically. Our Northern and Eastern regions have seen quite a bit of improvement since the respective upgrades were completed.
Click to expand...

Hey Afri* any idea when this might take place?

I have been unable to use any realtime services over the weekend!
 
ambroseg1 said:
Also curious how many customers actually had the guts to actually cancel and leave.
Click to expand...

It does sadden me greatly when clients part ways with Afrihost, we will always try our best to ensure that we can provide the very best service possible, but I do know this does not always happen, and client's do leave Afrihost for various other reasons. At the moment our cancellations are not significantly higher than we would see in a typical month, I do truly believe many of our clients are willing to bear with us during this tough time until we can get the network running at full steam again.

This is not to excuse the past few weeks, I think we all know how difficult it has been on all of us, but we will always respond to any issues as rapidly as possible, and try our best to ensure things run as fast and smoothly as possible.
 
AfriGenie said:
It does sadden me greatly when clients part ways with Afrihost, we will always try our best to ensure that we can provide the very best service possible, but I do know this does not always happen, and client's do leave Afrihost for various other reasons. At the moment our cancellations are not significantly higher than we would see in a typical month, I do truly believe many of our clients are willing to bear with us during this tough time until we can get the network running at full steam again.

This is not to excuse the past few weeks, I think we all know how difficult it has been on all of us, but we will always respond to any issues as rapidly as possible, and try our best to ensure things run as fast and smoothly as possible.
Click to expand...


you know what fustrates me, as an advocate of Afrihost - I can tell you without a shadow of a doubt, your techies and management knew this.

You know what your capacity is yet you superseed this to get more clients then are all shocked when clients leave.
As a person who also keeps the day to day running of my business in check. I find this lazy. Plan ahead not as it happens.
 
TEXTILE GUY said:
Ok, you got me .... I didnt cancel .... :o

But I am sure AH is going to sort this out ... after all everyone else has the ''guts'' to cancel, so they have plenty time to work on my account.

This ticket GWZ-123-27725 has been open since Tue, 21 Oct 2014 at 06:16.

Upto now AH has blamed ... the port 3 times and the IPC issue once, and at one point the speed looked good.

Speeds are stable, but still substandard. Its a 4Mbps account......



Please may I ask that is SORTED OUT.

Thanking you kindly

Gutless
Click to expand...

Our upgrades for the South will be in place very soon, our users in the South should see significant improvements in all ADSL-related services not long after the upgrade is completed.

I know it has been a tough-time for many of our clients, and I really do appreciate the patience and understanding that has been shown to us during this time. Getting you the speeds that you need is our top most priority. :)
 
AfriGenie said:
I am sorry that you keep getting these low speeds. :(

Once our IPC Upgrades in the South are in place, and running you should see the speeds improve dramatically. Our Northern and Eastern regions have seen quite a bit of improvement since the respective upgrades were completed.
Click to expand...

Any idea when this will be? I'm not sure if the problem is due to Afrihost capacity issues or if something is up with our exchange. It would be great to be able to rule out at least one of these as the likely problem.
 
AfriGenie said:
It does sadden me greatly when clients part ways with Afrihost, we will always try our best to ensure that we can provide the very best service possible, but I do know this does not always happen, and client's do leave Afrihost for various other reasons. At the moment our cancellations are not significantly higher than we would see in a typical month, I do truly believe many of our clients are willing to bear with us during this tough time until we can get the network running at full steam again.

This is not to excuse the past few weeks, I think we all know how difficult it has been on all of us, but we will always respond to any issues as rapidly as possible, and try our best to ensure things run as fast and smoothly as possible.
Click to expand...

It doesn't matter how quickly you respond, its how quickly you resolve. Any word on when we can expect to hear a proper explanation on what optimization means? Speeds this weekend was as expected, poor. Last week you were bragging about how awesome you are for getting IPC upgrades done in a month... why haven't we seen this yet? Seems nothing has changed?
 
AfriGenie said:
It does sadden me greatly when clients part ways with Afrihost, we will always try our best to ensure that we can provide the very best service possible, but I do know this does not always happen, and client's do leave Afrihost for various other reasons. At the moment our cancellations are not significantly higher than we would see in a typical month, I do truly believe many of our clients are willing to bear with us during this tough time until we can get the network running at full steam again.

This is not to excuse the past few weeks, I think we all know how difficult it has been on all of us, but we will always respond to any issues as rapidly as possible, and try our best to ensure things run as fast and smoothly as possible.
Click to expand...

So over the weekend I was getting a consistent 250kBps on NNTP - speedtest results were flying - switch to WA and Full speed on NNTP. (20mbps).


So I sent an email to "Critical Care"

The email was.
I was informed the JHB IPC has gone live.

Why am I still receiving only a constant 3mbps with AH Business Uncapped Unshaped while I have a 20mbps account.

The exact same speeds are achieved with a capped account.

Using WA I get full line speed.
Click to expand...

The response from "Critical Care" this morning shows what AH ethics are. Play the person instead of the ball.


Good day,

Yes we have upgraded our IPC, & you should be experiencing better throughput.

I am happy to troubleshoot further if you can reassure us in writing that you will stop being abusive, as well as calling Afrihost all sorts of names, such as liars.
You have made it evident that our products & services are not adequate for your needs, & we have been thus far unable to deliver on you expectations.

If we are going to continue with a business relationship, we have to agree on mutual respect & trust.
Please let me know how you would like a fresh new start.

Kind Regards

Oscar
Click to expand...
 
Is this for real?

Good day,

Yes we have upgraded our IPC, & you should be experiencing better throughput.

I am happy to troubleshoot further if you can reassure us in writing that you will stop being abusive, as well as calling Afrihost all sorts of names, such as liars.
You have made it evident that our products & services are not adequate for your needs, & we have been thus far unable to deliver on you expectations.

If we are going to continue with a business relationship, we have to agree on mutual respect & trust.
Please let me know how you would like a fresh new start.

Kind Regards

Oscar
Click to expand...

:wtf:
 
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