Afrihost Business Uncapped Feedback - 2

[AfriGenie]

Hey afriteam,

I forgot to cancel yesterday, is there anyway I can cancel today and not have to pay for next month?

Generally we do not accept cancellations after the 25th of the current month, however, as a courtesy we can process this cancellation request now for you. I will just need you to please send me a PM with your ADSL username or your Afrihost Account Number.

 

[Rickster]

While everyone is crying im getting full speed and great latency.

 

[AfriGenie]

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.

Our capacity issues in the South could definitely be contributing to the poor speeds, until the actual upgrades are in-place, it will be difficult to troubleshoot. Have you perhaps tested with any other accounts? That should reveal if the speeds are related to your Afrihost account or your Exchange.

I cannot give an exact date for the upgrades until they are completed, but we are definitely hoping to get the upgrades in place in place soon.

 

[requiem]

Is this for real?



:wtf:

Cross my heart. I have the emails.

 

[PurSpyk!!]

Cross my heart. I have the emails.

I actually had to read critical cares response a few times, its actually laughable, and childish.

 

[Cynicster]

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

With regards to highlighted in blue:
I think it's rather obvious that the product/service has not met expectations or isn't adequate when it's isn't working as advertised (20Mbps line working at 3Mbps or lower).
When purchasing a Ferrari you expect the engine to be that of a Ferrari and not of a Fiat.

With regards to highlighted in green:
Funny coming from a company who has consistently avoided telling its clients the truth behind all the issues they have been experiencing. How do you expect your clients to respect and trust you when you take them for complete idiots.

 

[AfriGenie]

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.


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

This is an excerpt of an entire conversation taking place between Oscar and requiem, being quoted without context, and which I believe should remain between Oscar and requiem. There are a number of other factors which contributed to the content of that message which are being left out. This should - I believe - remain as private correspondence between Oscar and requiem, as this was the intention of the original conversation.

 

[requiem]

This is an excerpt of an entire conversation taking place between Oscar and requiem, being quoted without context, and which I believe should remain between Oscar and requiem. There are a number of other factors which contributed to the content of that message which are being left out. This should - I believe - remain as private correspondence between Oscar and requiem, as this was the intention of the original conversation.

There were two emails.

I posted both.

I can post every single email if you would prefer since Sep 22.

 

[KoolDaffy]

My speedtest seems fine today, slight fluctuations but near enough full speed. Will continue to test downloads and streaming through the week.

 

[aggressiveGrey]

Shesh afrihost, If i got a response like that, I would literally tear into everyone of the staff until i spoke to someone to get an apology.

Even saying it regardless of context is not acceptable.

 

[Cynicster]

While everyone is crying im getting full speed and great latency.

Er... really? How is this screenshot useful Rickster, there's absolutely no context.
What line speed do you have? For all we know you're on a 40Mbps line and only getting a fraction of what you're supposed to with that 112kB/s.

 

[Cynicster]

Even saying it regardless of context is not acceptable.

+1

 

[heartbroken]

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

Wow. Just WOW.

 

[AfriGenie]

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.

It definitely was not a conscious step that was taken or planned, we had to significantly move our timetable forward for the upgrades to ensure that we had sufficient bandwidth so that our clients have a great experience using our services. The usage patterns of our users change and evolve as they use start using new services, I believe we are getting better at picking this up and adapting as needed. The time frame for IPC upgrades have been significantly improved, and we are making the needed changes on our system to ensure that each client gets the best possible service.

 

[Bryn]

I decided to cancel my cancellation. Speeds have been okay for a few days now and I'm very concerned about shaping by other ISP's. Hopefully this month was just an unfortunate anomaly.

 

[aggressiveGrey]

Just to build on what i said.

I too am in technical support for a business so hence i too deal with clients, odd occasions you get people who swear, cry.

But needless to say, You respect the client and deal with them in a decent manner. THIS is the basics... come on...

To touch on this again - regardless of context, that is rude and shocking.



Hell if you would like. I will literally show my boss that email he was send - removing who was who in any of the emails and ask him, if i had to send that to someone, would he fire me without blinking.

99% bet he says yes.

It definitely was not a conscious step that was taken or planned, we had to significantly move our timetable forward for the upgrades to ensure that we had sufficient bandwidth so that our clients have a great experience using our services. The usage patterns of our users change and evolve as they use start using new services, I believe we are getting better at picking this up and adapting as needed. The time frame for IPC upgrades have been significantly improved, and we are making the needed changes on our system to ensure that each client gets the best possible service.

Seems generic but ill bite.

As a former client and current (cancelled my home account during MTN move) - (We currently on 4MB Uncapped at our business)

I just find it tiresome that these problems were never "forseen" specifically during the MTn move, as a 4 year running ISP of the Year i would implore you guys to just handle it as "Rather futureproof the network" as opposed to running down a counter then upgrading

 

[AfriGenie]

Just to build on what i said.

I too am in technical support for a business so hence i too deal with clients, odd occasions you get people who swear, cry.

But needless to say, You respect the client and deal with them in a decent manner. THIS is the basics... come on...

To touch on this again - regardless of context, that is rude and shocking.





Hell if you would like. I will literally show my boss that email he was send - removing who was who in any of the emails and ask him, if i had to send that to someone, would he fire me without blinking.

99% bet he says yes.

The relationships that we develop with our Clients, are highly valued at Afrihost, and we try to treat and interact with each client as an individual and give them the very best service that we can at all times.

This conversation - of which the context ishighly important - is us trying to come to terms with the issues that requiem raises, and to try interact with him in a fruitful and productive manner without things getting personal or the relationship degenerating any further.

 

[Cynicster]

I just find it tiresome that these problems were never "forseen" specifically during the MTn move, as a 4 year running ISP of the Year i would implore you guys to just handle it as "Rather futureproof the network" as opposed to running down a counter then upgrading

In order to solve their current problem Afrihost would literally have to close sign ups to new customers and get a few IPC upgrades in so as to have enough bandwidth for the current user and have extra for future sign ups. That would be just to catch up and get a little ahead.
Thing is though, doing so would stop the money rolling in and cost them a fair bit and they can't have that now can they...

 

[AfriGenie]

I decided to cancel my cancellation. Speeds have been okay for a few days now and I'm very concerned about shaping by other ISP's. Hopefully this month was just an unfortunate anomaly.

I know the past few weeks have been tough, I really do appreciate you gritting through this period, things are looking better, and will hopefully remain so as the upgrades in the South come fully online.

 

[BGE]

It definitely was not a conscious step that was taken or planned, we had to significantly move our timetable forward for the upgrades to ensure that we had sufficient bandwidth so that our clients have a great experience using our services. The usage patterns of our users change and evolve as they use start using new services, I believe we are getting better at picking this up and adapting as needed. The time frame for IPC upgrades have been significantly improved, and we are making the needed changes on our system to ensure that each client gets the best possible service.

Sorry AfriGenie, this doesn't make sense. Other ISP's have had significant growth(customer base and capacity demand) as well, and even thought they too have had issues, they have certainly handled it better and in turn planned/executed remedial action/upgrades much better than Afrihost. The problem is your upstream provider, MTN!