Afrihost Business Uncapped Feedback - 2

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MaxST said:
To be honest, that is the best answer I've gotten so far. It almost puts my "issue" to rest, but I would just like and answer to why Afrihost would prefer to pay double and lose a customer than try and come to a mutually beneficial solution?

I have seen other people complain about the service on this forum and get "discounts" This leads me to believe that my ticket is not reaching the correct people.
Click to expand...

The money back guarantee is there for clients who aren't happy, while we'd always like to work towards a solution that works for us both - sometimes that isn't always possible.
 
Afrihost Business Uncapped was brilliant while it lasted.

Tech support has always sucked, and has not improved in the 9 months I've been with Afrihost.

I'm jumping ship. The Titanic can go it's own way.

When it resurfaces all bright and shiny I'll be there waiting.

Good luck to Afrihost for the future.
 
AxeManiac said:
Afrihost Business Uncapped was brilliant while it lasted.

Tech support has always sucked, and has not improved in the 9 months I've been with Afrihost.

I'm jumping ship. The Titanic can go it's own way.

When it resurfaces all bright and shiny I'll be there waiting.

Good luck to Afrihost for the future.
Click to expand...

Sorry to hear you haven't been happy with our Support :(
I personally think we've improved leaps and bounds this year and will only continue to get better.

Best of luck going forward.
 
AfriGuy said:
The money back guarantee is there for clients who aren't happy, while we'd always like to work towards a solution that works for us both - sometimes that isn't always possible.
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Agreed, sometimes it is not possible, but this time it is. I'm not asking for you to get me what I want, I'm asking that you please get somebody with the authority to grant my request to respond to me. If they answer "No, it cannot be done because of..." I'll be happy.

I own a few retail stores. If a customer wins a prize and asks one of my cashiers for cash, rather than the prize, the cashier will say no. If they ask me, as long as the cash amount is less than the prize amount I will give it to them, its simple math, less cost on the business means more profit.

This is what I am proposing, a solution where both parties should be happy. On the other hand if Afrihost will be happier with me leaving, then so be it. But I would prefer to hear that from somebody that can grant my request, as there is no point is arguing my case with somebody that cannot grant my request.
 
MaxST said:
Agreed, sometimes it is not possible, but this time it is. I'm not asking for you to get me what I want, I'm asking that you please get somebody with the authority to grant my request to respond to me. If they answer "No, it cannot be done because of..." I'll be happy.

I own a few retail stores. If a customer wins a prize and asks one of my cashiers for cash, rather than the prize, the cashier will say no. If they ask me, as long as the cash amount is less than the prize amount I will give it to them, its simple math, less cost on the business means more profit.

This is what I am proposing, a solution where both parties should be happy. On the other hand if Afrihost will be happier with me leaving, then so be it. But I would prefer to hear that from somebody that can grant my request, as there is no point is arguing my case with somebody that cannot grant my request.
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The answer I've posted here and my PM is what our Management team will come back with though, it'll be exactly the same.
Regardless, I've asked that someone reply to your ticket.
 
AxeManiac said:
Afrihost Business Uncapped was brilliant while it lasted.

Tech support has always sucked, and has not improved in the 9 months I've been with Afrihost.

I'm jumping ship. The Titanic can go it's own way.

When it resurfaces all bright and shiny I'll be there waiting.

Good luck to Afrihost for the future.
Click to expand...

Agreed, but most Tech support sux. In my experience any support I've requested in the IT game, be it from Incredible connection to any ISP, feel like the support people are given a script or templates and read out the answers to the question they think you are asking. It lacks the personalised feel to the problem. Granted, 90% of support tickets answered are probably answered correctly, but the people that know a lot about computers, that contacts support, would not be contacting support for an answer that is easily googleable, and thats where I find support lacking in this country, the "advanced issues", not simple POP or SMTP settings
 
AfriGuy said:
The answer I've posted here and my PM is what our Management team will come back with though, it'll be exactly the same.
Regardless, I've asked that someone reply to your ticket.
Click to expand...

Perfect, Thanks
 
AfriGuy said:
The answer I've posted here and my PM is what our Management team will come back with though, it'll be exactly the same.
Regardless, I've asked that someone reply to your ticket.
Click to expand...

Your answer to my question "why not?" was perfect, I 100% understand and accept that. I did not see the angle that the customer chose the wrong service and Afrihost is willing to take the risk and refund double the money back. I would just like "Why would Afrihost prefer to pay me off and make me leave than compromise?" answered now.
 
MaxST said:
Your answer to my question "why not?" was perfect, I 100% understand and accept that. I did not see the angle that the customer chose the wrong service and Afrihost is willing to take the risk and refund double the money back. I would just like "Why would Afrihost prefer to pay me off and make me leave than compromise?" answered now.
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I think I've covered this though?
We're always willing to come to a solution, but if you're truly unhappy with the service it isn't really logical to continue doing business together.
 
After getting near full speed yesterday. Getting even more fluctuation in speeds and ping today. Between 2mb and 4mb on 6mb line.

Speed test http://www.speedtest.net/my-result/3865458601

Ping tests http://www.pingtest.net/result/109377729.png

http://www.pingtest.net/result/109377908.png

http://www.pingtest.net/result/109377968.png

http://www.pingtest.net/result/109378027.png

http://www.pingtest.net/result/109378027.png

Unable to do traceroute with Afrihost Network Test as I've tried it several times, it doesn't finish. Current test has been running for about 10 minutes and still unable to complete. So did a traceroute with command prompt.

Tracing route to www.movreel.com [81.17.27.81]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 9 ms 9 ms 16 ms 105-236-11-129-esr-lo.mtnbusiness.co.za [105.236
.11.129]
3 11 ms 12 ms 11 ms ipc-recieve-jh-4a.za.mtnbusiness.net [41.181.178
.41]
4 13 ms 13 ms 12 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
5 11 ms 11 ms 11 ms jh-dca-2.za--qux-q.za.mtnbusiness.net [196.31.18
0.4]
6 214 ms 235 ms 213 ms am-tpr-1.nl--am-cr-1.nl-a.mtn.net [209.212.111.1
41]
7 214 ms 216 ms 227 ms 30gigabitethernet1-3.core1.ams1.he.net [80.249.2
09.150]
8 235 ms * 250 ms 100ge5-1.core1.fra1.he.net [72.52.92.6]
9 218 ms 218 ms 222 ms 10ge3-1.core1.zrh1.he.net [72.52.92.30]
10 241 ms 241 ms 241 ms tengigc07p04.dist02.privatelayer.com [216.66.87.
102]
11 * * * Request timed out.
12 226 ms 226 ms 226 ms 31.7.62.194
13 218 ms 217 ms * 81.17.27.81
14 218 ms 217 ms 218 ms 81.17.27.81

Trace complete.
 
KoolDaffy said:
After getting near full speed yesterday. Getting even more fluctuation in speeds and ping today. Between 2mb and 4mb on 6mb line.

Speed test http://www.speedtest.net/my-result/3865458601

Ping tests http://www.pingtest.net/result/109377729.png

http://www.pingtest.net/result/109377908.png

http://www.pingtest.net/result/109377968.png

http://www.pingtest.net/result/109378027.png

http://www.pingtest.net/result/109378027.png

Unable to do traceroute with Afrihost Network Test as I've tried it several times, it doesn't finish. Current test has been running for about 10 minutes and still unable to complete. So did a traceroute with command prompt.

Tracing route to www.movreel.com [81.17.27.81]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 9 ms 9 ms 16 ms 105-236-11-129-esr-lo.mtnbusiness.co.za [105.236
.11.129]
3 11 ms 12 ms 11 ms ipc-recieve-jh-4a.za.mtnbusiness.net [41.181.178
.41]
4 13 ms 13 ms 12 ms qux-jh-dca-2.za-b.za.mtnbusiness.net [41.181.165
.115]
5 11 ms 11 ms 11 ms jh-dca-2.za--qux-q.za.mtnbusiness.net [196.31.18
0.4]
6 214 ms 235 ms 213 ms am-tpr-1.nl--am-cr-1.nl-a.mtn.net [209.212.111.1
41]
7 214 ms 216 ms 227 ms 30gigabitethernet1-3.core1.ams1.he.net [80.249.2
09.150]
8 235 ms * 250 ms 100ge5-1.core1.fra1.he.net [72.52.92.6]
9 218 ms 218 ms 222 ms 10ge3-1.core1.zrh1.he.net [72.52.92.30]
10 241 ms 241 ms 241 ms tengigc07p04.dist02.privatelayer.com [216.66.87.
102]
11 * * * Request timed out.
12 226 ms 226 ms 226 ms 31.7.62.194
13 218 ms 217 ms * 81.17.27.81
14 218 ms 217 ms 218 ms 81.17.27.81

Trace complete.
Click to expand...

Sorry to hear about the poor speeds :(
What area are you in?
 
AfriGuy said:
I think I've covered this though?
We're always willing to come to a solution, but if you're truly unhappy with the service it isn't really logical to continue doing business together.
Click to expand...

Almost covered it. I was VERY happy the first 30 days, and pretty unhappy the next 20 days. If the service runs like it did for the first 30 days, I am willing to forget about the poor performance over the following 20 days. But, if the service continues like is has been for the last 20 days I would like to cancel. With your response on this forum it is obvious that AH was having issues, I was trying to say, "OK, Ill wait for the issues to be sorted and then evaluate the product" I don't want to get to day 61 and find out that the poor performance is the "normal" performance and the good performance was "lucky" All I want is some more time to make my choice without having to trow money at it and take the risk.

If I were to make up my mind based purely on the performance over the past 2(ish) months I would just cancel, but I'm trying to give AH the benefit of the doubt without having to risk another month of fees.
 
Downloading has gotten worse over the course of the day. Averaging around 30-40 kbps right now, dropping to as low as 7kbps.
 
Odd how people in regions that have been "upgraded" still seem to be having the same issues they had before the capacity increase. How long does it take to get to full speed? Gives me little hope that the south will ever be back to the good old days when I first joined Afrihost.
 
MaxST said:
Almost covered it. I was VERY happy the first 30 days, and pretty unhappy the next 20 days. If the service runs like it did for the first 30 days, I am willing to forget about the poor performance over the following 20 days. But, if the service continues like is has been for the last 20 days I would like to cancel. With your response on this forum it is obvious that AH was having issues, I was trying to say, "OK, Ill wait for the issues to be sorted and then evaluate the product" I don't want to get to day 61 and find out that the poor performance is the "normal" performance and the good performance was "lucky" All I want is some more time to make my choice without having to trow money at it and take the risk.

If I were to make up my mind based purely on the performance over the past 2(ish) months I would just cancel, but I'm trying to give AH the benefit of the doubt without having to risk another month of fees.
Click to expand...

I've asked someone to reply to the ticket, hopefully it'll clear everything up.
 
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