Afrihost Business Uncapped Feedback - 2

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Download Speed: 1539 kbps (192.4 KB/sec transfer rate)
Upload Speed: 381 kbps (47.6 KB/sec transfer rate)
Latency: 69 ms
10/28/2014, 9:36:52 AM

Afriguys ... please, this is now beyond silly.

I have PMd, phoned and mailed customer support ....

Frustration was passed last week ....

Please guys!!!
 
Ho3n3r said:
Centurion. South of Pretoria, yes - just.

EDIT: Had to stream on 240p last night just to watch anything on Youtube, and it still buffered sometimes. I know it's only a 2 meg account, but normally even 480 is a breeze, even 720 is usable if I let the first part buffer for a few seconds. Now it's just LoL.
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Seems like performance was not great for a few people going by the posts here. Seems better now but we'll have to watch how demand goes and how the network behaves and continue to adjust for the best performance.
 
Type RSA said:
Seen as the North I think? So same crap as what I had last night. Seems to be better this morning again. But I would still like to have an answer regarding the half refunds for last month?
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I'm not aware of any blanket refund policy and I think we've spoken a few times about the practicality of mass refunds vs upgrading the network.
 
Orihalcon said:
Okay Afriman.

I have used your capped account, a 4mb business account, as well as uncapped account this last month. While I've only tested the BF4 on uncapped, I've tested the p2p performance on the others. My BF4 query we can keep in the uncapped thread.

However the fact that it being p2p not having an effect as it's not being shaped etc or effected by contention I'd like addressed here as this is where it is relevant.

Like so many here I've also experienced the slow p2p and nntp throughput when using your capped and business account - you will recall I posted that 2 weeks ago I was using a business account to see if it would be worth while to switch (it wasn't as performance was as bad on it as capped as on uncapped).

Now again, while p2p and nntp was only getting a fraction of line speed every other service was running perfectly - on capped and business. This was then chalked up to p2p being unpredictable and affected by contention - again surprisingly every other protocol ran perfectly fine - but whatever that is what you claimed. So p2p was being affected on capped and business accounts - your words - while not being shaped as this was due to contention. Your words.


So now if the traffic of any program is being classified as p2p on your network you are claiming now that it would NOT be effected? If, in this case BF4, is being classified as p2p it would be affected by contention just as much as any other p2p program using p2p protocol as it would be affected by contention on capped and business as you've said is happening.


I'm not disagreeing that on uncapped the shaping of the protocol traffic would be a problem - that is a given - however the fact that is IS being seen as p2p WILL have it effected by contention on both capped and business. You are now claiming it won't be effected. Why would THIS be exempt from contention when every other p2p test is not?
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Whether or not we're classifying any traffic in a particular way on Uncapped will not influence how it performs on Business. Contention does not act by protocol or classification, so it doesn't matter whether it's realtime or P2P. It could potentially be affected if demand is high enough, especially if latency is unstable, you'll see gaming services probably performing poorly on any product in the affected region. Remember that if you're in a region with high demand (that hasn't yet been upgraded, i.e. the South) both Uncapped and Capped/Business accounts could be affected by contention during high demand, so it's possible that this would affect performance.
 
AfriMan said:
I'm not aware of any blanket refund policy and I think we've spoken a few times about the practicality of mass refunds vs upgrading the network.
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When will the upgrades for the north, i.e. Centurion, be complete? It certainly isn't now. So I can see why people would ask these kinds of questions.
 
TEXTILE GUY said:
Download Speed: 1539 kbps (192.4 KB/sec transfer rate)
Upload Speed: 381 kbps (47.6 KB/sec transfer rate)
Latency: 69 ms
10/28/2014, 9:36:52 AM

Afriguys ... please, this is now beyond silly.

I have PMd, phoned and mailed customer support ....

Frustration was passed last week ....

Please guys!!!
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This is definitely really poor. If I remember correctly you're on 4Mbps :(

Can you PM me? Let me find out what's been happening here :(
 
AfriMan said:
I'm not aware of any blanket refund policy and I think we've spoken a few times about the practicality of mass refunds vs upgrading the network.
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Actually, refunds are an issue of poor service delivery by AH for something they HAVE been paid for. It's good business practice for a company to give a discount for NOT delivering on a "guarantee", which is the whole agreement and basis of why clients pay MORE for your "Business Uncapped" product.

The issue of AH upgrading THEIR network, is exactly that, THEIR PROBLEM. This should be paid for, and provisioned for, out of the money already paid by clients prior to needing said capacity. You cannot take money, not deliver, and then use THAT money to upgrade - THAT is POOR business practice.

Earlier in the year when there was an IPC issue, you kept banging on about the "trust relationship" between AH and clients. Now, you need to realise that that is a 2 WAY street. A discount for business clients would go a LONG way in restoring the "trust" you speak of. We, as business clients, NEVER received anything, nor have we ever received anything for all the issues AH has suffered this year. The Capped clients seem to get all the love, with free giveaways, mystery prizes, etc.

ALL WE WANT IS SOME LOVE FROM AH.... SHOW us that we are more than the money mules that seem to foot the bill whenever something goes wrong... that's all ;)
 
AfriMan said:
Whether or not we're classifying any traffic in a particular way on Uncapped will not influence how it performs on Business. Contention does not act by protocol or classification, so it doesn't matter whether it's realtime or P2P. It could potentially be affected if demand is high enough, especially if latency is unstable, you'll see gaming services probably performing poorly on any product in the affected region. Remember that if you're in a region with high demand (that hasn't yet been upgraded, i.e. the South) both Uncapped and Capped/Business accounts could be affected by contention during high demand, so it's possible that this would affect performance.
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And yet... only P2P and NNTP are being affected by poor speeds. If there is NO classification on protocols, then THROUGHPUT AS A WHOLE WOULD BE AFFECTED in times of high contention. Cmon guys, this is basic physics, electronics, data transfer and common sense. The proof is in the all the posts in this thread, and the previous one - pick one, from any region in South Africa.
 
cortexenslaver said:
Actually, refunds are an issue of poor service delivery by AH for something they HAVE been paid for. It's good business practice for a company to give a discount for NOT delivering on a "guarantee", which is the whole agreement and basis of why clients pay MORE for your "Business Uncapped" product.

The issue of AH upgrading THEIR network, is exactly that, THEIR PROBLEM. This should be paid for, and provisioned for, out of the money already paid by clients prior to needing said capacity. You cannot take money, not deliver, and then use THAT money to upgrade - THAT is POOR business practice.

Earlier in the year when there was an IPC issue, you kept banging on about the "trust relationship" between AH and clients. Now, you need to realise that that is a 2 WAY street. A discount for business clients would go a LONG way in restoring the "trust" you speak of. We, as business clients, NEVER received anything, nor have we ever received anything for all the issues AH has suffered this year. The Capped clients seem to get all the love, with free giveaways, mystery prizes, etc.

ALL WE WANT IS SOME LOVE FROM AH.... SHOW us that we are more than the money mules that seem to foot the bill whenever something goes wrong... that's all ;)
Click to expand...

Agree 100%, madness how the client is always the guilty party, refunds should be automatic for lack of service, especially when its due to poor planning, or under estimating usage. This is not our problem.

All this bad publicity cannot be doing you guys any good. Mistakes are opportunities -- golden ones. Here's why. Studies show that a satisfied customer will tell 2-3 people about his experience with your company. A dissatisfied consumer will share their lament with 8-10 people and some will push that number to twenty.
 
PurSpyk!! said:
Agree 100%, madness how the client is always the guilty party, refunds should be automatic for lack of service, especially when its due to poor planning, or under estimating usage. This is not our problem.

All this bad publicity cannot be doing you guys any good. Mistakes are opportunities -- golden ones. Here's why. Studies show that a satisfied customer will tell 2-3 people about his experience with your company. A dissatisfied consumer will share their lament with 8-10 people and some will push that number to twenty.
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I think anyone in Business will tell you that simply handing our refunds is not viable. A much more long term strategy is to reinvest into making sure clients have a good experience going forward. Otherwise it's just a continuous cycle of apologies because we're not investing in tomorrow's experience.
 
PurSpyk!! said:
Agree 100%, madness how the client is always the guilty party, refunds should be automatic for lack of service, especially when its due to poor planning, or under estimating usage. This is not our problem.

All this bad publicity cannot be doing you guys any good. Mistakes are opportunities -- golden ones. Here's why. Studies show that a satisfied customer will tell 2-3 people about his experience with your company. A dissatisfied consumer will share their lament with 8-10 people and some will push that number to twenty.
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Some even publish it to Facebook/Twitter, pushing those numbers to hundreds, or even thousands.

As you say, it's best to provision for these things before they happen. Prevention is better than cure.
 
AfriMan said:
I think anyone in Business will tell you that simply handing our refunds is not viable. A much more long term strategy is to reinvest into making sure clients have a good experience going forward. Otherwise it's just a continuous cycle of apologies because we're not investing in tomorrow's experience.
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But if I am paying and not getting the service because you have not allocated enough capacity, then surely my money has not been spent on upgrades, and therefore I should be refunded. As the other client said Uncapped business users are always excluded fro the special offers , gifts etc.

If my business does not provide the service I offer, I will provide a refund or come to come kind of agreement so we can continue, this is not happening here. At the end of the day a companies reputation will give you far more business from returning customers, and create a loyal following.
 
Ho3n3r said:
Some even publish it to Facebook/Twitter, pushing those numbers to hundreds, or even thousands.

As you say, it's best to provision for these things before they happen. Prevention is better than cure.
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I think most companies will probably find that working with their advocates is a lot more effective than mitigating detractors. At the end of the day, it's easy to look at negative sentiment and judge this to be the sum of a company's performance and this can be misleading.
 
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