Afrihost Business Uncapped Feedback - 2

Status
Not open for further replies.
Just glad the client's iPad I have to Restore, is also a AH client and he knows what deep shyte AH is in at the moment and what level of shyte we have to be happy with. Taking it up the ass all day long with AH if things goes wrong
 
swazi85 said:
Real nice how you deal with customers. Your network is in a shocking state and your customers deserve compensation. Yet when they not happy you basically say cool carry on with the legal process. Disgusting!!!!
Click to expand...

I think I speak on behalf of all the reps here, that we've reached out the client. At the end of the day, if you want to pursue a legal route then we aren't going to try and stop that.

We've always been here to help though.
 
Francois Marais said:
Just glad the client's iPad I have to Restore, is also a AH client and he knows what deep shyte AH is in at the moment and what level of shyte we have to be happy with. Taking it up the ass all day long with AH if things goes wrong
Click to expand...

Really sorry about the issues, I'm sure we'll be start cutting some clients over to a new network soon. Shouldn't be much longer now :)
 
Afrihost-Telkom-BRAS_last_86400.png

Packet loss has hit extremely bad over the past 3 days.
 
Afrihost-Telkom-BRAS_last_604800.png

Seems you guys made changes on your network on monday, Instead of latency increasing your shapers are just dropping packets left right and center.
 
AfriGuy said:
We've been running a number of changes to provide the best possible experience. We have a team looking at packet loss issues.
Click to expand...

Obviously that team do not know what they are doing then, because eish that is some serious packet loss.
 
AfriGuy said:
They're a qualified team, and working really hard on getting things sorted out.
Click to expand...

Great to hear, Hopefully they can otherwise I'm sure your Vodacom/Neotel network will be run better.
 
Hey guys! I'm back from two weeks holiday, just to see my internet experience is still shoddy! First stop, look at the afrihost website, naahh all green here, head over to mybroadband, and wow....seems like the same stuff is still being said here.... What did I mis? Nothing mutch has changed (even though the whole world could have changed at AH), but for me, my 20Meg VDSL business account still buffers youtube videos (only certain, and my dns is set to afrihost), no other traffic on my network. Other downloads (ntp) is SCREAMING fast when I start it, but when I try to download the latest ATI driver from the website, the 180meg file will take two hours to download.....

Man oh man, I might be cancelling my afrihost account this month. :(

AfriGuy said:
They're a qualified team, and working really hard on getting things sorted out.
Click to expand...
 
AfriGuy said:
I think I speak on behalf of all the reps here, that we've reached out the client. At the end of the day, if you want to pursue a legal route then we aren't going to try and stop that.

We've always been here to help though.
Click to expand...

If you refer to me as the client you have reached out to, then I think I should respond with the fact that in addition of being stonewalled by support for months, your staff were patronising, rude and arrogant when dealing with issues. So just for transparency as I am possible made out to be a "difficult" and "unreasonable" client here, I refer everyone to ticket HNR-926-89870 (I abbreviated names - M./K.=Afrihost Quality Control / B.=Agent dealing with one of my tickets):

Good day Gerd,

M. here on behalf of K.

Thank you for your much valued response I had a chance to go over the email interaction in question and I must admit I am gobsmacked.

I cannot believe the manner in which B. addressed you and I'm terribly sorry for this. Please be assured that this will be addressed with B. as it is definitely not the type of service we had intended for you or any of our clients with. We take service very serious here at Afrihost and expect all our consultants to share in the same values.

We are aware that our network has problems at the moment and our network engineers have been working tirelessly to try and resolve them. We also have future plans to use a different network altogether which we expect to offer much better performance.

You definitely correct, considering that it's our network which is not performing as well as we expected you really didn't deserve that from B. All I ask is that you bear with us in the meantime as I expect changes for the better in the near future.

Again I'm truly sorry for the bad experience and thank you for bringing it to my attention
Click to expand...

FWIW: When Telkom has an outage, there is absolutely no problem requesting a pro-rated refund and I have done this many times. Many other service companies will equally provided pro-rated refunds for outage periods. When however I ask Afrihost to provide a pro-rated refund on the 4th day of cancelling my account, this request is refused on the basis that I have used data. TBH, it is irrelevant that I have used 50GB data in 3 days, as it is an uncapped account. If your service had actually performed properly, I would have been able to download closer to 80GB in those 3 days on my 10mbps line, which was not possible.

Considering that in the last 12 months alone, I raised 12 (!) tickets with you regarding various service issues. I could have probably raised 1 ticket per week, but to be honest, this would have been a waste of my time, as none of the tickets I did raise, actually resorted in any proactive resolution, other than having to wait it out, until your network stabilised.

A reasonable consumer expectation for refunds is the following (if there is a gross variation of service provided vs advertised, which has been the case with you for most of the last 12 months)
- On Uncapped accounts: Refund pro-rated on number of days unused. i.e. 10mbps business account at R997 works out to R33/day - so if I cancel on day 4, you should R858 (working on a flat 30 days per month formula).
- On Capped accounts: Quite simple - refund the monetary value of the unused data

In both cases you avoid ISPA, ICASA, CPA and NCC complaints and will avoid civil claims for other losses incurred (such as loss of income, additional cost incurred).

@Afriguy/@Afriman: I know it is difficult not to take feedback like this personal - you are representing a once great company and you are very passionate about your job and I honestly admire your perseverance and dedication in facing the wrath/anger/upset of many on this forum, but please understand that many of your customers income/job depends on your services functioning as advertised. Most of us have made already alternative plans (I call it the "ISP loadshedding" and then have to fall back to expensive mobile data to continue with my job) and might not be as vocal as myself and a select few others.

I personally think it is a pity to see a once great company stumble from one issue to the next and from sources I hear that your issues are actually more severe than is made public. So I wish you guys good luck in your avenues and hopefully you will be able to pull out of the rut you are in very soon.
 
DaBump said:
Hey guys! I'm back from two weeks holiday, just to see my internet experience is still shoddy! First stop, look at the afrihost website, naahh all green here, head over to mybroadband, and wow....seems like the same stuff is still being said here.... What did I mis? Nothing mutch has changed (even though the whole world could have changed at AH), but for me, my 20Meg VDSL business account still buffers youtube videos (only certain, and my dns is set to afrihost), no other traffic on my network. Other downloads (ntp) is SCREAMING fast when I start it, but when I try to download the latest ATI driver from the website, the 180meg file will take two hours to download.....

Man oh man, I might be cancelling my afrihost account this month. :(
Click to expand...

Really sorry to hear there are still issues :(
You may be looking at a cached version of the site - we do have the notice listed here.
 
Well, I am cancelling, I might pay more with another service provider but I will get to use it...Sorry AH, you were great and I hope that you guys bounce back....
I will not be cheated out of my hard earned money, good luck to AH and the rest of the guys that stay on....
 
JesseG said:
Well, I am cancelling, I might pay more with another service provider but I will get to use it...Sorry AH, you were great and I hope that you guys bounce back....
I will not be cheated out of my hard earned money, good luck to AH and the rest of the guys that stay on....
Click to expand...

I'm really confident we can bounce back, then I'm sure you'll be back :)
 
Just an update on my AH 10Mbps Business Account.

Afrihost : +- 600KB/s
Vox Telecom : +1000KB/s

So with the Afrihost account in place I currently only get 60% of the line speed.
 
TomasW said:
Just an update on my AH 10Mbps Business Account.

Afrihost : +- 600KB/s
Vox Telecom : +1000KB/s

So with the Afrihost account in place I currently only get 60% of the line speed.
Click to expand...

While 60% isn't on top of our game, it's definitely looking better compared to previous results.
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X