Afrihost Business Uncapped Feedback - 2

[AfriGenie]

Right so my issue with the billing that I thought was fixed that I asked both on this forum and a support ticket to be resolved. Clearly **** all has been done because I've just been debited prorata for a 75GB capped account that's supposed to be active from next month and a 4Mb Business Uncapped THAT I'VE ALREADY PAID FOR.

What I did was:
1) downgrade to a 50GB account
2) change it up to a 75GB because 50GB wasn't enough
3) mistakenly thought it was an immediate downgrade
4) change back to 4MB Business Uncapped
5) realise my error and change to a 75GB capped account that activates 1 Jan
6) sign up for a mobile 500

I have been charged this month for 2 4MB uncapped and a 75GB capped!? Please could you reverse this immediately. I should only be charged for the 4Mb Business Uncapped Bundle and the Mobile 500.

I realise I was fiddling a bit and confused the systems but I specifically requested this didn't happen.



No I don't want a credit, I want that money back in my bank account immediately. I actually need that cash to survive on.

Did you log this request via our Ticketing System? If so, could you please send me the ticket ID so that I can look into this, and get it sorted for you.

 

[ScottulusMaximus]

Thanks!

Ticket No when I first realised my screw up: PJY-624-20216(no response) and this ticket isn't showing up on the clientzone either.
Ticket I have just lodged with this issue: BUY-238-13652

 

[AfriGenie]

Jip have problems again.
Afriguy, please tell us the truth. Business accounts are being shaped. Please check your systems. I must look out of my clients and you are not the best ISP any more. My clients are not happy, so at the end of the day I am loosing money! You are driving my clients away from the company I work for. And know what, you are taking food from my table. We are here to provide a service. My clients look to me for knowledge, and thanks to you guys their trust in my opinion took one big effing hit. So much that they are starting to look for another support company.

Why because we told them that AH gives great service. They moved their hosting and Internet to you. And now you are playing around? How is this a good practice?

And know what. Seeing that my clients can't even skype me because of disconnections during the day? Know how that makes me feel?

I have to give sound advice and the only advice I can give my clients from now on, is to dump AH.
And yes it is sad, but guys, you are like the ANC. You will blame everything from Telkom to Netgear or the stupid users. And Yes it was great to see the CEO send a mail to us all telling us what went wrong, but that problem is in the past.

Yes, your systems shows no problems, but what does your ticket system say? Is there a problem? Simple Yes or No would do. Just take into account that loads of people complain about shaping on a business account. Then there must be something screwed up...

Good luck and I hope that you will resolve this problems you have on your network.
Regards

Not to beat on a dead horse, but our Business Uncapped accounts are definitely not shaped at any point. What is happening however - and this has started happening with increasing frequency - is that there are a number of regional issues on the physical ADSL infrastructure that is unfortunately resulting in reduced throughput on the client's connection. This means that if you are seeing reduced throughput on your account, we are going to have to troubleshoot this issue on a case by case basis, we can't just lay the blame at our network, which is actually running better than it has in a long time.

There are an increase in faults being logged, but most of these are from users in the Cape, which are being directly affected by the current issue at the Belville link.

If you are experiencing any issues at the moment, please post here, or send one of us a PM with your account details so that we can look into this.

 

[giggity]

Net is misbehaving.

MTR: Google.co.za (international)

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                                10.0.0.2 -    0 |    8 |    8 |    1 |    1 |    4 |    1 |
|   105-236-10-1-esr-lo.mtnbusiness.co.za -    0 |    8 |    8 |   13 |   18 |   30 |   15 |
|                          41.181.221.214 -    0 |    8 |    8 |   28 |   38 |   94 |   94 |
|   rb-dca-2.za--qux-b.za.mtnbusiness.net -    0 |    8 |    8 |   67 |   84 |  116 |   77 |
|          rb-cr-1.za--rb-dca-2.mtnns.net -    0 |    8 |    8 |  207 |  217 |  232 |  207 |
|      jh-cr-2.za--rb-cr-1.za-a.mtnns.net -    0 |    8 |    8 |   45 |  170 |  281 |  273 |
|      jh-cr-1.za--jh-cr-2.za-a.mtnns.net -    0 |    8 |    8 |   44 |  132 |  281 |   44 |
|      am-cr-1.am--lt-cr-1.uk-a.mtnns.net -    0 |    8 |    8 |  225 |  249 |  293 |  243 |
|        ls-pr-2.uk--ls-cr-1.uk-a.mtn.net -    0 |    8 |    8 |  208 |  216 |  233 |  208 |
|     google-peering-ls-pr-2.uk.mtnns.net -   25 |    4 |    3 |  250 |  253 |  260 |  251 |
|                           209.85.255.76 -   25 |    4 |    3 |    0 |  255 |  263 |  249 |
|                             66.249.95.9 -    0 |    8 |    8 |  206 |  218 |  233 |  206 |
|                           72.14.239.129 -    0 |    8 |    8 |  191 |  202 |  213 |  192 |
|                            google.co.za -    0 |    8 |    8 |  238 |  251 |  273 |  258 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Speedtests:
International:
Last Result:
Download Speed: 642 kbps (80.3 KB/sec transfer rate)
Upload Speed: 585 kbps (73.1 KB/sec transfer rate)
Latency: 228 ms
12/3/2014, 8:19:40 PM

JHB:
Last Result:
Download Speed: 1195 kbps (149.4 KB/sec transfer rate)
Upload Speed: 829 kbps (103.6 KB/sec transfer rate)
Latency: 97 ms
12/3/2014, 8:20:20 PM

Cape Town:
Last Result:
Download Speed: 1424 kbps (178 KB/sec transfer rate)
Upload Speed: 816 kbps (102 KB/sec transfer rate)
Latency: 93 ms
12/3/2014, 8:21:10 PM

Pathping:

Tracing route to afrihost.co.za [197.242.144.102]
over a maximum of 30 hops:
  0  10.0.0.150
  1  10.0.0.2
  2  105.236.10.1
  3  41.181.221.214
  4  41.181.165.118
  5  196.44.31.122
  6  196.44.0.221
  7  196.30.1.39
  8  196.31.220.21
  9  196.31.63.202
 10  196.30.42.133
 11  197.242.144.102

Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           10.0.0.150
                                0/ 100 =  0%   |
  1    2ms     0/ 100 =  0%     0/ 100 =  0%  10.0.0.2
                                0/ 100 =  0%   |
  2   84ms     8/ 100 =  8%     8/ 100 =  8%  105.236.10.1
                                0/ 100 =  0%   |
  3   89ms     0/ 100 =  0%     0/ 100 =  0%  41.181.221.214
                                0/ 100 =  0%   |
  4   51ms     0/ 100 =  0%     0/ 100 =  0%  41.181.165.118
                                0/ 100 =  0%   |
  5   97ms     4/ 100 =  4%     4/ 100 =  4%  196.44.31.122
                                0/ 100 =  0%   |
  6   47ms     0/ 100 =  0%     0/ 100 =  0%  196.44.0.221
                                0/ 100 =  0%   |
  7   56ms     0/ 100 =  0%     0/ 100 =  0%  196.30.1.39
                                0/ 100 =  0%   |
  8   92ms     4/ 100 =  4%     4/ 100 =  4%  196.31.220.21
                                0/ 100 =  0%   |
  9   94ms     1/ 100 =  1%     1/ 100 =  1%  196.31.63.202
                                0/ 100 =  0%   |
 10  617ms    61/ 100 = 61%    61/ 100 = 61%  196.30.42.133
                                0/ 100 =  0%   |
 11   47ms     0/ 100 =  0%     0/ 100 =  0%  197.242.144.102

 

[AfriGenie]

Thanks!

Ticket No when I first realised my screw up: PJY-624-20216(no response) and this ticket isn't showing up on the clientzone either.
Ticket I have just lodged with this issue: BUY-238-13652

Your first request is currently with our Account's Supervisors, you should see your account balance corrected very soon.

 

[Francois Marais]

Not to beat on a dead horse, but our Business Uncapped accounts are definitely not shaped at any point. What is happening however - and this has started happening with increasing frequency - is that there are a number of regional issues on the physical ADSL infrastructure that is unfortunately resulting in reduced throughput on the client's connection. This means that if you are seeing reduced throughput on your account, we are going to have to troubleshoot this issue on a case by case basis, we can't just lay the blame at our network, which is actually running better than it has in a long time.

There are an increase in faults being logged, but most of these are from users in the Cape, which are being directly affected by the current issue at the Belville link.

If you are experiencing any issues at the moment, please post here, or send one of us a PM with your account details so that we can look into this.

Just P2P still dead. And tested on a Mac and a PC. Not the same apps.
Fault has been logged this morning and not been fixed. Thought it was fixed but lasted about 30 seconds before the net went all sporadic

 

[CataclysmZA]

Most of today the internet has been fine with reagular browsing and downloading, but tonight while recording the NAG Podcast, I had a full minute of sync issues with the mumble servers and saw pings spike up to 3000ms. I really can't have things like that again. If it happens again on Friday or next Wednesday, I'll have to start testing other ISPs who may have a lower latency specifically for using Mumble or streaming games. I've also had some issues this past week with DNS and some pages not resolving, some lag in streaming services, but put those down to Telkom doing whatever it is they're doing on the network. This month I'll also be setting up a PFSense server for the home, so I can monitor these kinds of things better moving forward.

Youtube streaming and playing on MWEB's Battlefield 4 servers today was also problematic, with the former service seeing buffering at 360p and an average of 300ms pings on the latter. I know there are some other ISPs with issues with MWEB's game servers so it's not limited to Afrihost, but I do hope it gets fixed soon.

 

[ScottulusMaximus]

Your first request is currently with our Account's Supervisors, you should see your account balance corrected very soon.

Is it going to be a credit or a refund? Because I could really do with the cash before the weekend

 

[giggity]

Trying to jam League at 1AM and the game keeps damn well pausing there is so much lag.

Also, screw you. This package has consistently gotten worse since I signed up. Fix it

 

[AfriGuy]

Just P2P still dead. And tested on a Mac and a PC. Not the same apps.
Fault has been logged this morning and not been fixed. Thought it was fixed but lasted about 30 seconds before the net went all sporadic

Is there a ref# I can look into for you?

 

[AfriGuy]

Most of today the internet has been fine with reagular browsing and downloading, but tonight while recording the NAG Podcast, I had a full minute of sync issues with the mumble servers and saw pings spike up to 3000ms. I really can't have things like that again. If it happens again on Friday or next Wednesday, I'll have to start testing other ISPs who may have a lower latency specifically for using Mumble or streaming games. I've also had some issues this past week with DNS and some pages not resolving, some lag in streaming services, but put those down to Telkom doing whatever it is they're doing on the network. This month I'll also be setting up a PFSense server for the home, so I can monitor these kinds of things better moving forward.

Youtube streaming and playing on MWEB's Battlefield 4 servers today was also problematic, with the former service seeing buffering at 360p and an average of 300ms pings on the latter. I know there are some other ISPs with issues with MWEB's game servers so it's not limited to Afrihost, but I do hope it gets fixed soon.

For local latency this is terrible
Did you manage you grab a traceroute last night to see where the latency was being introduced?

 

[AfriGuy]

Is it going to be a credit or a refund? Because I could really do with the cash before the weekend

I'm not sure, that's up to our Accounts team. A credit note is usually processed though, you can request a refund with them directly - just a heads up that this can take some time due to banking processes though

 

[AfriGuy]

Trying to jam League at 1AM and the game keeps damn well pausing there is so much lag.

Also, screw you. This package has consistently gotten worse since I signed up. Fix it

Did you grab any test results that I can look into, or get in touch with our Support team to see if we can have the issues replicated last night/ this morning?

 

[Francois Marais]

Is there a ref# I can look into for you?

[#QTE-496-36363]: ClientZone - Support Request : Business ADSL
Tried to download a iOS for my phone, but the download failed due to connection problems

 

[AfriGuy]

[#QTE-496-36363]: ClientZone - Support Request : Business ADSL
Tried to download a iOS for my phone, but the download failed due to connection problems

Thanks, also just replied to your PM.

 

[CataclysmZA]

For local latency this is terrible
Did you manage you grab a traceroute last night to see where the latency was being introduced?

Not yet, I had to jump straight into editing and other work, so I'd forgotten to do that by the time I went to bed. I will do some tests this morning and report back. I'll also try to monitor things when I'm playing with my friends on Friday and using Mumble to see if the same thing pops up more frequently with more people talking at the same time.

I'm not sure how I could invoke the issue on command, but I do have a few ideas that I'll test today.

 

[AfriGuy]

Not yet, I had to jump straight into editing and other work, so I'd forgotten to do that by the time I went to bed. I will do some tests this morning and report back. I'll also try to monitor things when I'm playing with my friends on Friday and using Mumble to see if the same thing pops up more frequently with more people talking at the same time.

I'm not sure how I could invoke the issue on command, but I do have a few ideas that I'll test today.

Coolios, keep me posted on how things go.

 

[bdvtheone]

Slow DNS AGAIN!
Internet speeds are pathetic AGAIN!

 

[AfriGuy]

Slow DNS AGAIN!
Internet speeds are pathetic AGAIN!

Don't think this is a DNS issue, we're definitely seeing a spike in queries though.
Our team are checking this out.

 

[bdvtheone]

Don't think this is a DNS issue, we're definitely seeing a spike in queries though.
Our team are checking this out.

Guys we cant keep doing this....
Why are you always having so many issues.... There is ALWAYS something wrong.

And please dont come back and say that things are better after tweaking and bla bla bla..... we pay for these services so quite frankly we don't care.