Afrihost Business Uncapped Feedback - 2

[AfriMan]

So I thought I'd have one last ditch attempt at contacting support on client zone with the abovementioned issue, maybe they improved the support or something.

Here's their reply, took them 3 hours and 48 minutes to reply with this:



Thanks a lot for making the decision easier - account cancelled already, now just to wait out the month with this horrendous drivel of an internet service.

Sorry to hear that you have cancelled. We are committed to keep trying to resolve this with you. But if you have decided it's better to move away, I respect your decision.

Either way, you are always welcome to PM me if you'd like to discuss further. Perhaps we can still make your performance as good as possible for the remainder of the month

 

[AfriMan]

CZ down?

View attachment 165605

ClientZone was briefly down in the wee hours of the morning. Should have been back by around 7am or just before

 

[AfriMan]

Things were actually quite decent over most of the weekend...



Come 8:49am



Capped after connecting



Short lived...



After recreating the port





If this is congestion, what's the process of getting it investigated?
I'm not in the mood for the game of Telkom sending me to Afrihost and Afrihost sending me to Telkom.
I did submit a ticket last week but I still wanted to ask what's the process of getting it investigated and sorted...

This definitely points to congestion. The line would not improve after a reset (changing accounts essentially resets the port as well) if it were a line fault or router (possible, not likely).

With congestion, there is no escalation process in place with Telkom. The exchange belongs to them, and only they have reports of exchanges that are congested (which they run regularly)

 

[AfriMan]

Giving credit where its due ...

AH climbed into Telkom, after one of their id 10 Ts ''broke'' my line when trying to fix it.

Line sorted over a weekend (Sunday nogal) ... and I am back in the business lounge - so to speak.

Will monitor over period and feedback.

Thank you Africrowd.

Awesome. Our Critical Care team did all the heavy lifting. I am happy to take all the credit though

Glad it's all sorted for you

 

[AfriMan]

Streaming AGAIN A BALL OF S H I T!

Traceroute when it was working fine:



Traceroute when it's crap:



Difference - hop 3. When it's working fine, it's going to ipc-recieve-rb-1a.za.mtnbusiness.net [41.181.178.53]. When it's useless, it goes to ipc-recieve-rb-4a.za.mtnbusiness.net [41.181.178.89]. Note the ping being inconsistent on the ****ed one.

WHY does it change when it's working fine on the first one, and why have you scientists not determined that in the previous 3 weeks I've been waiting for feedback?

REALLY pathetic. You guys should not be paid to deliver ISP accounts. Your tech support always just wants to recreate the port, but have no insight beyond that.

Feedback from our team is that we've tested both IP's and there seem to be small differences, but it could have been high demand at the time of the tests. We don't have the times to compare.

We did also run some updates on our traffic management systems this weekend, which did have some brief effects on performance while we ran the updates and testing.

Please run some tests tonight and tomorrow, so we can monitor as we stabilise after the new updates.

 

[AfriMan]

Afriman
I sent you PM's earlier - see "Continious problems on my 10Meg business account"
View attachment 165683
Speedtest shows 4.77Mb/s speed which is rubbish - If you look at Networx portion of the attached pic you will see speed is consistently much, much lower.
There is no point in providing you with stats using my free 1Gig Afrihost capped account as this shows full speeds (I have in previous emails earlier today provided stats on the free capped account).
Please sort my account out - it is quicker for me to use carrier pigeons than mu 10Meg buss account - I have also sent you my login details in PM sent to you earlier this morning

I've got your PM's and I will answer them ASAP.

 

[PurSpyk!!]

I think going to multiple support channels is an issue. If your query is with Critical Care, they are giving you personal attention to get your issue resolved. Using a shotgun approach is going to get you mixed feedback, possible some interim solutions offered by others who don't have your full history.

I'd strongly recommend to anyone who is with Critical Care for a query to direct all the enquiries via the person assigned to them in Critical (unless it's a brand new, entirely different issue). Once Critical Care have resolved the issue, then by all means go back to using regular support channels.

Sorry if I am a paying customer, and I am not getting help from one area I will contact another, you should have systems in place that everyone who does support can see a clients query or issue and assist. Not all your support options are always available, you cannot expect me to wait for days to get a response. I have done so many tests and I am still waiting for someone to get back to me. How long does a person have to keep on paying for this extremely poor service. My last response from Afrihost when asked when I will get a response was "sorry I don't know"

Pathetic to say the least.

 

[b1scu1t]

This definitely points to congestion. The line would not improve after a reset (changing accounts essentially resets the port as well) if it were a line fault or router (possible, not likely).

With congestion, there is no escalation process in place with Telkom. The exchange belongs to them, and only they have reports of exchanges that are congested (which they run regularly)

And when I phone them they say they don't see any congestion, reset the port and tell me further problems such as congestion issues should be reported to Afrihost, which I did report last Wednesday and then get this reponse

I trust you are well

Thank you for your valued email.

Please accept our sincere apologies for the late response.

From the tests you have sent the speeds look fine. It does fluctuate from time to time.

Please follow link to see acceptable speeds on a 4 meg line.

http://speedtest.mybroadband.co.za/stats/connection/adsl4m

If you need further assistance, please do not hesitate to contact us.

Keep well and have a great day!!!

Thank you for choosing Afrihost!!!

REALLY?!?!?!?!?!?!

I attached speedtest results of the performance RIGHT after resestting the router AND attached results after a few minutes dropping in speed and having 900+ms latency
So

Last Result:
Download Speed: 1950 kbps (243.8 KB/sec transfer rate)
Upload Speed: 220 kbps (27.5 KB/sec transfer rate)
Latency: 179 ms
14 August 2014 at 8:11:44 AM SAST

Last Result:
Download Speed: 895 kbps (111.9 KB/sec transfer rate)
Upload Speed: 91 kbps (11.4 KB/sec transfer rate)
Latency: 132 ms
20 August 2014 at 4:26:09 PM SAST

Last Result:
Download Speed: 2744 kbps (343 KB/sec transfer rate)
Upload Speed: 417 kbps (52.1 KB/sec transfer rate)
Latency: 21 ms
07 November 2014 at 8:58:38 AM SAST

Last Result:
Download Speed: 1035 kbps (129.4 KB/sec transfer rate)
Upload Speed: 122 kbps (15.3 KB/sec transfer rate)
Latency: 53 ms
10 November 2014 at 8:50:30 AM SAST

2 105-236-4-65-esr-lo.mtnbusiness.co.za (105.236.4.65) 921.740 ms 927.678 ms 904.748 ms

Last Result:
Download Speed: 1547 kbps (193.4 KB/sec transfer rate)
Upload Speed: 174 kbps (21.8 KB/sec transfer rate)
Latency: 31 ms
10 November 2014 at 12:26:12 PM SAST

Traceroute has started…

traceroute to saix.net (196.25.1.204), 64 hops max, 72 byte packets
1 192.168.2.1 (192.168.2.1) 0.374 ms 0.207 ms 0.198 ms
2 105-236-4-65-esr-lo.mtnbusiness.co.za (105.236.4.65) 846.034 ms 937.454 ms 168.424 ms
3 ipc-recieve-rb-4a.za.mtnbusiness.net (41.181.178.89) 97.051 ms 20.441 ms 13.763 ms
4 rb-cr-1.za--rb-dca-1.za-a.mtnns.net (196.44.0.146) 19.226 ms 14.009 ms 14.540 ms
5 jh-cr-2.za--rb-cr-1.za-a.mtnns.net (196.44.31.95) 13.282 ms 13.549 ms 14.008 ms
6 qux-jh-dca-2.za-b.za.mtnbusiness.net (41.181.165.115) 13.721 ms 13.512 ms 14.719 ms
7 rrba-ip-se-2-wan.telkom-ipnet.co.za (196.25.58.17) 29.559 ms 14.747 ms 14.725 ms
8 rrba-ip-lir-1-gig-0-0-0-102.telkom-ipnet.co.za (196.43.25.137) 72.664 ms 147.555 ms 19.442 ms
9 wblv-ip-essr-1-atm-2-0-0-2.telkom-ipnet.co.za (196.43.11.30) 66.547 ms 101.208 ms 221.714 ms
10 * * *

So this that response basically says Afrihost can't spot any real problems I can complain or report since the page linked says I should only expect the following

10 Afrihost ADSL ADSL 4Mbps 2.52 Mbps 0.38 Mbps

Does support even read the ENTIRE ticket submitted or do they not see 900+ms latency as any concern since "It does fluctuate from time to time"?
10210 here I come...

 

[AfriMan]

Sorry if I am a paying customer, and I am not getting help from one area I will contact another, you should have systems in place that everyone who does support can see a clients query or issue and assist. Not all your support options are always available, you cannot expect me to wait for days to get a response. I have done so many tests and I am still waiting for someone to get back to me. How long does a person have to keep on paying for this extremely poor service. My last response from Afrihost when asked when I will get a response was "sorry I don't know"

Pathetic to say the least.

I know you've unhappy for a while, going by the many posts like this that I've seen.

We're really do our best to assist you, but as I said, the best and most efficient way to do this is to have one team working on your query. By sending out multiple queries, you are really only making it more frustrating for yourself, because you will receive conflicting information, because not everyone will know what has been discussed and tested with a previous person or team.

You're welcome to use my advice or not, either way, we'll do our best to help.

 

[cortexenslaver]

Now even worse:

AH 10Mb Business:
http://speedtest.ookla.com/result/2754735210.png
http://speedtest.ookla.com/result/2754736549.png
http://speedtest.ookla.com/result/2754737670.png

AH 1GB FREE Capped:
http://speedtest.ookla.com/result/2754738873.png
http://speedtest.ookla.com/result/2754739287.png
http://speedtest.ookla.com/result/2754739578.png

 

[AfriMan]

snip

Not our finest moment here. Definitely looks like the results weren't fully understood or given the proper context

 

[cortexenslaver]

And when I phone them they say they don't see any congestion, reset the port and tell me further problems such as congestion issues should be reported to Afrihost, which I did report last Wednesday and then get this reponse



REALLY?!?!?!?!?!?!

I attached speedtest results of the performance RIGHT after resestting the router AND attached results after a few minutes dropping in speed and having 900+ms latency
So









So this that response basically says Afrihost can't spot any real problems I can complain or report since the page linked says I should only expect the following


Does support even read the ENTIRE ticket submitted or do they not see 900+ms latency as any concern since "It does fluctuate from time to time"?
10210 here I come...

Experiencing the same issues here in Cape Town after 09:30 today (although not as bad as yours, but still very slow).
I was given the same "exchange congestion" BS....
How the hell can all the exchanges in the country be congested at the same time AGAIN????
How is it that when I connect with any other ISP account, the latency spikes disappear and I have full line speed AGAIN???

Note my reply and post of tests earlier (#3038) in reply to this BS explanation, yet got no answer at all?
Same s***, different day... another hour out of my day wasted with AH ISP issues - Cmon man, get it fixed already :wtf:

 

[TEXTILE GUY]

I think going to multiple support channels is an issue.

Sorry if I am a paying customer, and I am not getting help from one area I will contact another, you should have systems in place that everyone who does support can see a clients query or issue and assist. Not all your support options are always available, you cannot expect me to wait for days to get a response. I have done so many tests and I am still waiting for someone to get back to me. How long does a person have to keep on paying for this extremely poor service. My last response from Afrihost when asked when I will get a response was "sorry I don't know"

Pathetic to say the least.

Had the same discussion and I made the same respone ....

All I can say, is that it took the multiple channel route to solve my problem - and it DID solve the problem very quickly. FACT.

I think AH could learn from this, rather than debate it.

 

[cortexenslaver]

Had the same discussion and I made the same respone ....

All I can say, is that it took the multiple channel route to solve my problem - and it DID solve the problem very quickly. FACT.

I think AH could learn from this, rather than debate it.

What was done to resolve your issues?
Is your connection working properly now?
Please... do tell

 

[Ho3n3r]

Sorry to hear that you have cancelled. We are committed to keep trying to resolve this with you. But if you have decided it's better to move away, I respect your decision.

Either way, you are always welcome to PM me if you'd like to discuss further. Perhaps we can still make your performance as good as possible for the remainder of the month

Testing again, testing testing testing, just "we'll get back to you" and no feedback provided whatsoever. This has gone on for weeks. Can you spot where I got impatient?

 

[AfriGenie]

Testing again, testing testing testing, just "we'll get back to you" and no feedback provided whatsoever. This has gone on for weeks. Can you spot where I got impatient?

Since our IPC upgrades were completed, we have seen performance generally increase across the board, any issues that our clients are currently experiencing now is probably not related to a network-wide issue, and this can take time to narrow down potential causes and resolve the problem.

I do know it can be frustrating whilst this is ongoing, but we will try our best to resolve it as quickly as possible.

 

[PurSpyk!!]

Testing again, testing testing testing, just "we'll get back to you" and no feedback provided whatsoever. This has gone on for weeks. Can you spot where I got impatient?

I think many of us are experiencing the same, I get the impression that no one has a clue what they are doing. I almost feel like no IPC upgrades where done, as any other ISP account works without issues. How can a network preform worse after upgrades that were supposed to improve things. Initially we were told the speeds would be back to normal immediately as the upgrades went live. Now its "oh we have to tweak settings and more stalling"

Maybe we need to do the same as a recent cellc client did and make it public knowledge how poor things really are?

I also wasted a fair amount of time arguing with Telkom, as Afrihost insisted that there were exchange issues.

My latest tests were sent last week, not even a word to tell me what is happening

 

[Ho3n3r]

Since our IPC upgrades were completed, we have seen performance generally increase across the board, any issues that our clients are currently experiencing now is probably not related to a network-wide issue, and this can take time to narrow down potential causes and resolve the problem.

I do know it can be frustrating whilst this is ongoing, but we will try our best to resolve it as quickly as possible.

Again that line all over again - every Afrihost rep here is starting to sound like a different copy of the same broken record.

You can tell me that it SHOULD have improved another 100 times, but nothing was improved here. My speedtests show fine, yet my streaming sucks, but only on either of my 2 accounts - one 10GB capped, and one Business Uncapped.

Yet on Afrigenie's test account, my streaming works 100% fine, no issues whatsoever.

I smell something, and it isn't mud.

 

[AfriGenie]

I think many of us are experiencing the same, I get the impression that no one has a clue what they are doing. I almost feel like no IPC upgrades where done, as any other ISP account works without issues. How can a network preform worse after upgrades that were supposed to improve things. Initially we were told the speeds would be back to normal immediately as the upgrades went live. Now its "oh we have to tweak settings and more stalling"

Maybe we need to do the same as a recent cellc client did and make it public knowledge how poor things really are?

I also wasted a fair amount of time arguing with Telkom, as Afrihost insisted that there were exchange issues.

My latest tests were sent last week, not even a word to tell me what is happening

The original configuration and tweaking of the IPC capacity was a process that should have been completed within 48 to 72 hours.

I have received reports of some Business Uncapped users not receiving the throughput that they should be receiving. The speedtest and trace route results that have been submitted so far are all be used to try determine potential causes of this. At this point it does not appear to be linked to a specific geographical area or users with or without Static IP addresses.

I am certainly hoping to have feedback for each of you soon.

 

[AfriGenie]

Had the same discussion and I made the same respone ....

All I can say, is that it took the multiple channel route to solve my problem - and it DID solve the problem very quickly. FACT.

I think AH could learn from this, rather than debate it.

I should point out that the multiple support requests that you logged served to create confusion with our Support Agents as well as creating frustration on your part. Your original issue was resolved by the Critical Care team member who you interacted with from the beginning. Although our Critical Care Team may not provide hourly updates, they will resolve the issue from start to end. I want to make it explicitly clear, the Critical Care Team resolved the issue, the additional support tickets that you logged had no influence on resolving the issue.

Pursuing a fault or issue through multiple channels results in significant issues as it means you will have multiple individuals applying different trouble shooting methodologies and different fixes to your account which will only result in headaches for all parties involved.