Afrihost Business Uncapped Feedback - 2

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Just cancelled my account...This is going on for far too long with no refunds at all, all we get everything should normalise "soon"....
 
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Impossible to do gaming lately to eu - who has to fix this problem?
 
JesseG said:
Just cancelled my account...This is going on for far too long with no refunds at all, all we get everything should normalise "soon"....
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It is amazing how they know they have issues, but still take the full amount for the service. Not too ethical at all. I wish I could sell a quarter product, and still charge the full price. I really doubt anything is really being done. Nothing has improved the speeds, so any so called tweaks are just bull. How long do the directors wait until they get up and take note.

You would expect some type of official correspondence, they can find time to spam us with adverts etc.

Typical ostrich approach, stall, wait for people to cancel, network shows an improvement, look chaps, our tweaks worked.
 
JesseG said:
Yes, my speedtest shows full speed as well, so the speedtest sites must be on some high priority list...When I start downloading then the real speed shows....
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We definitely don't have a "whitelist" or proxy service to speedtest to crook the results. Speedtest traffic tests will give you actual realtime throughput.
 
PurSpyk!! said:
It is amazing how they know they have issues, but still take the full amount for the service. Not too ethical at all. I wish I could sell a quarter product, and still charge the full price. I really doubt anything is really being done. Nothing has improved the speeds, so any so called tweaks are just bull. How long do the directors wait until they get up and take note.

You would expect some type of official correspondence, they can find time to spam us with adverts etc.

Typical ostrich approach, stall, wait for people to cancel, network shows an improvement, look chaps, our tweaks worked.
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I think you're assuming a lot here, which I can promise you is not the case. No-one is more dedicated to providing our clients with the best experience than our director's and management. Aside from the fact that we rely on our clients to provide us with income, they also have built a brand and reputation that means a lot to them (and all of us).

The optimisation and changes we've rolled out are real and have shown real results for the majority of clients, which you'll see by reading through pretty much all our threads. There is still more to do, and we're prepared to keep working at this until we get back to where we should be, but I think you are very mistaken if you think there is nothing happening in the background and our management don't really care. They absolutely do and our Directors are pushing our suppliers in all directions for the best solutions.
 
AfriMan said:
I think you're assuming a lot here, which I can promise you is not the case. No-one is more dedicated to providing our clients with the best experience than our director's and management. Aside from the fact that we rely on our clients to provide us with income, they also have built a brand and reputation that means a lot to them (and all of us).

The optimisation and changes we've rolled out are real and have shown real results for the majority of clients, which you'll see by reading through pretty much all our threads. There is still more to do, and we're prepared to keep working at this until we get back to where we should be, but I think you are very mistaken if you think there is nothing happening in the background and our management don't really care. They absolutely do and our Directors are pushing our suppliers in all directions for the best solutions.
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Perception is powerful, and us as clients have seen very little to show us anything is really being done. The speeds are still poor, and all we get is soon. This has really been going on for far too long, and what happened to forward planning, why even allow yourselves to land up in this situation, this is not only ruining your reputation but chasing existing clients away. I see very few clients happy on these forums.
 
AfriMan said:
We are definitely not being evasive or not transparent around this. We're not shaping Business accounts in any way, but times of contention may present in certain ways that may seem like shaping. We're optimising the network to deliver the best overall experience, so this may see torrents (for example) suffer a little when contention is high. But the aim is to give a reasonable experience even when demand is high.
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AfriMan said:
We're not shaping any protocols. We're trying to make sure that priority services perform better during contention, but otherwise we're not changing shaping policies at all.
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I'm sure what Afrihost is doing in managing the network is the best solution given the over-sold circumstances and lack of bandwidth provision. However, what you describe in the above two posts is shaping, ie port prioritization. That is shaping pure and simple. You can call it whatever else you like, but it is what it is. It is shaping. And shaping is what it is. So just admit that there is temporary shaping on this product until such time as sufficient bandwidth is available and over-contention is no longer an issue.

And stop selling it on your website as "unshaped". That is false advertising. With your current over-contention and lack of IPC capacity, you shouldn't be selling any more ADSL products anyway.
 
PurSpyk!! said:
Perception is powerful, and us as clients have seen very little to show us anything is really being done. The speeds are still poor, and all we get is soon. This has really been going on for far too long, and what happened to forward planning, why even allow yourselves to land up in this situation, this is not only ruining your reputation but chasing existing clients away. I see very few clients happy on these forums.
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I don't think that is entirely the case. We've seen many reports of clients getting better performance since mid last week, and still today. From the various platforms I believe this means that the majority of clients are getting an experience on par with what they expect.

I'm not saying every single issue is resolved fully, but I think it's evident that there is some progress and that something is being done about it.
 
AfriMan said:
We definitely don't have a "whitelist" or proxy service to speedtest to crook the results. Speedtest traffic tests will give you actual realtime throughput.
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No, it does not, my speedtest says my account is fine and when I download it is nowhere near fine...
 
So i just cancelled, does my line automatically go back to telkom, there was no option to move the line back to telkom....
 
AfriMan said:
I don't think that is entirely the case. We've seen many reports of clients getting better performance since mid last week, and still today. From the various platforms I believe this means that the majority of clients are getting an experience on par with what they expect.

I'm not saying every single issue is resolved fully, but I think it's evident that there is some progress and that something is being done about it.
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I still don't see many clients saying, I have full speed as we used to have, getting 1MB/s last week and 2MB/s this week might be an improvement, but if you are on a 8Mb/s account, it is still poor.

It would be interesting to see how many client's have cancelled in the last month, compared to the amount of new clients.
 
Gatecrasher said:
I'm sure what Afrihost is doing in managing the network is the best solution given the over-sold circumstances and lack of bandwidth provision. However, what you describe in the above two posts is shaping, ie port prioritization. That is shaping pure and simple. You can call it whatever else you like, but it is what it is. It is shaping. And shaping is what it is. So just admit that there is temporary shaping on this product until such time as sufficient bandwidth is available and over-contention is no longer an issue.

And stop selling it on your website as "unshaped". That is false advertising. With your current over-contention and lack of IPC capacity, you shouldn't be selling any more ADSL products anyway.
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He has been avoiding this same question since he uttered it.. So he will once again not own up.
 
My Internet was working perfectly.. Then all of a sudden dead.. Tested everything and looks like authentication problem..
 
Type RSA said:
He has been avoiding this same question since he uttered it.. So he will once again not own up.
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As I said, this is contention, not shaping. Shaping would mean that we are deliberately deprioritizing certain protocol, as we do with Uncapped accounts. This is not the case, but where there is very high demand, we do our best to provide the best overall experience.

I know some people want to get into a technical word war around this kind of thing, and we've been through this when we first introduced QoS several years ago, but at the end of the day optimising the network for best performance when demand is high is what we are doing.
 
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