Afrihost Business Uncapped Feedback - 2

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JesseG said:
Well, your support seem to have no problem saying that business accounts are being shaped, I even asked him to confirm with his supervisor/manager and after being put on hold, he confirmed that we are indeed being shaped, there were other interesting stuff that he said and not sure whether I should post it....
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Post it... share please... at the very least, it would be a perfect example of the Afrihost right hand / left hand disconnect syndrome where support is concerned!
 
i.got~issues said:
Post it... share please... at the very least, it would be a perfect example of the Afrihost right hand / left hand disconnect syndrome where support is concerned!
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This is something that's being dealt with internally, I know it's an area where we can improve.
 
"Business DSL accounts are Guaranteed to be completely unshaped at all times. Business clients may, however, make use of Protocol Prioritization to ensure that their DSL performance is not negatively affected by Peer-2-Peer traffic. This feature can be activated or deactivated at any time in ClientZone."

According to your Website when we signed up to your Business account this is quoted in the fine print. Again nowhere do you state that Afrihost has it's own Protocol Prioritization on there because that would be shaping right? We don't have control of our own bandwidth as business client so why are we paying more?
 
NarcoticJ said:
"Business DSL accounts are Guaranteed to be completely unshaped at all times. Business clients may, however, make use of Protocol Prioritization to ensure that their DSL performance is not negatively affected by Peer-2-Peer traffic. This feature can be activated or deactivated at any time in ClientZone."

According to your Website when we signed up to your Business account this is quoted in the fine print. Again nowhere do you state that Afrihost has it's own Protocol Prioritization on there because that would be shaping right? We don't have control of our own bandwidth as business client so why are we paying more?
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And this is still the case, Business accounts are not being shaped.
 
AfriGuy said:
I have no objection to it being posted, but it'll just start a rumour mill with incorrect info - which isn't really the point of the thread :)
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It's feedback he received with regard to his Afrihost business uncapped account, entirely relevant.
 
efitol said:
It's feedback he received with regard to his Afrihost business uncapped account, entirely relevant.
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I confirmed this with our team, and we've been confirming here for a long time now that Business accounts aren't shaped.
 
well here is the email i received from their support this morning, this after a supervisor assured me on the phone last night that the issues were capacity related..

They now want you to pay for a capped account instead of their uncapped account?!

"To avoid network abuse, we are forced to apply a certain level of shaping to even our Business uncapped users.

This policy was recently revised, and as mentioned, a few subtle adjustments were made.

You may have been aware of this as Business uncapped also ranges in speed.

Hence, if you have a 10 MBps line with a 2 MBps Business uncapped product, your speeds are being shaped to 2 MBps.

This is done to avoid abuse of our uncapped services.

Apart from download speeds, we also shape a few other less used services to maximize performance, and this is what is causing the issue.

That is why I have advised you to witch over to a capped account.

With a capped account, there cannot be any abuse of our network, and therefore, we do not apply any shaping to these accounts."
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Okay, so he said that additional IPC capacity was ordered a while back and it is currently being installed by a third party and ETA is more or less close of business week, things should return to normal for business users by the end of the week...that's what I was told by support staff....
 
dinkd said:
well here is the email i received from their support this morning, this after a supervisor assured me on the phone last night that the issues were capacity related..

They now want you to pay for a capped account instead of their uncapped account?!
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Really sorry about the incorrect information provided here. It's being chatted about internally to ensure that everyone is on the same page.
Can you confirm the ticket ref# so I can have this followed up on please?
 
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JesseG said:
Okay, so he said that additional IPC capacity was ordered a while back and it is currently being installed by a third party and ETA is more or less close of business week, things should return to normal for business users by the end of the week...that's what I was told by support staff....
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Well I hope that is true, but we will never know..... :)
 
JesseG said:
Okay, so he said that additional IPC capacity was ordered a while back and it is currently being installed by a third party and ETA is more or less close of business week, things should return to normal for business users by the end of the week...that's what I was told by support staff....
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This is entirely incorrect.
 
My speeds were very slow so I rebooted the router, now I get throughput for 5 min then it goes completely dead.
 
AfriGuy said:
And this is still the case, Business accounts are not being shaped.
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Yet you say that other protocols are being given priority to avoid "contention". So then answer this question then officially:

1) Is Afrihost currently rate limiting any datagrams on your network in favour of others with specific reference to customers of Afrihost Business Uncapped? Yes or No please.
 
Whatever you wanna call it, shaping or optimization. Doesnt matter. Bottom line is we are not getting the speeds we are paying for. Our speeds for certain protocols are being throttled, no doubt about that
 
AfriGuy said:
I have no objection to it being posted, but it'll just start a rumour mill with incorrect info - which isn't really the point of the thread :)
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Excuse me? How do you reach that conclusion? Not only was he told pointedly that the accounts are being shaped, the support agent, rightfully so, not wanting to give out incorrect information even went to confirm and check with a manager. That is pretty clear cut.

As to your constant assertions that the accounts are not being shaped, but rather optimised or whatever spin word is the flavour of the moment for you, the EFFECT is one and the same.

Demand increases and network contention increases. To preserve the contention and keep latency low these new 'policies' are put into effect and kick off. These in turn slow down p2p and downloads.

You're right, this is completely different to shaping which slows down downloads...oh wait.

The only part where the two differs is that the shaping on business accounts will only kick in when the contention increases. That's it.
 
I do not understand where the support guys come up with these stories then? Could you maybe explain that to us AfriDudes?
 
Type RSA said:
I do not understand where the support guys come up with these stories then? Could you maybe explain that to us AfriDudes?
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I'm not sure either, and it's something that's being looked into and actioned internally.
 
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