Afrihost Business Uncapped Feedback - 2

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I opened a Ticket 5 hours ago and I'm still waiting for feedback.

me said:
Due to current speed issues with your network would it be possible to refund me the current month's fee's and "pause" my service until the issues are sorted out?

I am still with in the 60 day signup period and would rather not claim this way as the first month was flawless and I would want to return to this service once the issues are all sorted out, Currently my 2meg line is running at 10% of its max and I feel that I could be getting that performance from a home account and should not be paying a premium for a uncapped, unshaped business account.
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anything you could do?

Ticket: XDP-407-51993
 
AfriMan said:
Guys,

I know many of you are unhappy, and I totally understand this. I think we all know the network is not giving us exactly what we'd like, but I don't see that going into all out war here is working to anyone's benefit. We've heard what many of you have to say, and I think we've tried to answer as best we can with the information we have. At some point, we started going around in circles and we're probably not far from getting the thread locked by one of the admins.

Just to repeat, whatever is being done or considered by our technical team, we're simply reporting what we have confirmed. We're not the guys pushing the buttons, so whatever the situation, we're here to relay information to you and report feedback. That's how we can continue to improve your experience and find solutions with the resources that we have. If you want to simply make it impossible for us to engage with you and call that a victory, that would be very sad indeed. If we can try to get back to the reason we have the forums, to discuss and share information so that we can work together on the best possible solutions, I think there is still a lot we can achieve.

We know that performance is not as good as it has been in the past and I think we have to accept that solutions to improve your immediate experience with our current resources may not be ideal in all situations. We're doing our very best to give each client the best possible experience. I know our team are working on more long term solutions and when we can confirm that and give commitments, we'll absolutely share that. We're here to work with you and share whatever information we can.

So please let's try to keep this forum to actual feedback, questions and engagement. If you guys would like to create another thread, you are most welcome to do that, but right now it's making it very hard for us to engage with clients who we can help.

Please feel free to PM if you'd like to discuss your unhappiness and we'll do our best to find solutions together so we can move forward as best we can.
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The length of your post does not make up for its vacuity. You are misrepresenting the products you sell. People are paying a premium for services you cannot deliver. Your responses should be addressing the issues of compensation and refunds. That is what reputable companies do when they cannot deliver the product they have sold. They do not engage in semantics and pretend the problems will disappear if they look the other way.
 
AfriGuy, just chatted to my management. They would like to know if this problem affects all AH accounts, i.e. business uncapped unshaped and capped unshaped. Reason, they suggest I consider moving to capped unshaped until the issue is resolved. Is this a viable option? We currently use 100 - 150GB a month. They don't want to start a new relationship with a new provider if the issue is going to be resolved soon.
 
MaxST said:
I opened a Ticket 5 hours ago and I'm still waiting for feedback.



anything you could do?

Ticket: XDP-407-51993
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They won't entertain any refunds as that would open the floodgates. So your options are:

1) Wait for the fix.
2) Cut your losses and return when the network works again.
3) Demand the refund and risk being banned from their network ala Mweb.
 
BGE said:
AfriGuy, just chatted to my management. They would like to know if this problem affects all AH accounts, i.e. business uncapped unshaped and capped unshaped. Reason, they suggest I consider moving to capped unshaped until the issue is resolved. Is this a viable option? We currently use 100 - 150GB a month. They don't want to start a new relationship with a new provider if the issue is going to be resolved soon.
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Nope.

I'm on capped and shaped to **** atm.
 
Afriman/Afriguy,

Thanks for trying to help, I know the situation has been impossible and we never made it any easier....I have now finalised my cancellation with Afriman, the 1 year service I received was "pure internet joy" except for the last two months....I will keep an eye on this thread and should business accounts start behaving normally, I will return....
 
Don't know what's going on today, but my brother can't even play Destiny on PS4. It keeps giving connection errors. Speeds are also terrible.

Tried it with Axxess 1GB and the game worked fine. Back to AH and the connection issues are still there.
 
AfriGuy said:
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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#JGW-435-66118

its currently sitting with Vusi.
 
Orihalcon said:
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.
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please see an portion of an email received from a support guy last night... he admits the them shaping!

"Our network technicians have slightly amended our shaping policy to now include shaping torrents and other UDP services.

This has caused major issue to our gaming clients, as well as other service.

I cannot detect any defects on your line, and therefore, we will need to better investigate our shaping policy.

As an alternative to the Uncapped Business account, you may want to consider switching to a capped account.

You will then receive the best speed that your line can handle, without any shaping at any time.

I see that you used around 450 GB of data one month, therefore, the most suitable package would be the capped bundle consisting of:
10 MBps line
300+300 GB of data

The total cost of this bundle would be R 1478 per month.

I sincerely apologize for the inconvenience.
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dinkd said:
please see an portion of an email received from a support guy last night... he admits the them shaping!
Click to expand...

This is something that's being brought up internally, this information is entirely incorrect.
 
Here's a pathping to the Diablo servers. Not sure if I'm understanding it correctly, but the packet loss looks disconcerting.

Code: 
Computing statistics for 225 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           PC [192.168.0.11]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  192.168.0.1
                                2/ 100 =  2%   |
  2   30ms     4/ 100 =  4%     2/ 100 =  2%  105-236-4-193-esr-lo.mtnbusiness.co.za [105.236.4.193]
                                0/ 100 =  0%   |
  3   31ms     3/ 100 =  3%     1/ 100 =  1%  ipc-recieve-tb-1a.mtnbusiness.net [41.181.53.150]
                                0/ 100 =  0%   |
  4   34ms     2/ 100 =  2%     0/ 100 =  0%  tb-dca-2.za--qux-a.za.mtnbusiness.net [41.181.184.28]
                                0/ 100 =  0%   |
  5   30ms     2/ 100 =  2%     0/ 100 =  0%  compj-cpt-1.mtnns.net [196.44.18.2]
                               98/ 100 = 98%   |
  6  ---     100/ 100 =100%     0/ 100 =  0%  ls-cr-2--tb-cr-1.uk-b.mtnns.net [196.44.31.113]
                                0/ 100 =  0%   |
  7  ---     100/ 100 =100%     0/ 100 =  0%  am-cr-1.nl--ls-cr-2.uk-a.mtnns.net  [196.44.31.183]
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%     0/ 100 =  0%  am-tpr-1.nl--am-cr-1.nl-a.mtn.net [209.212.111.141]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%     0/ 100 =  0%  xe-4-1-0.edge5.Amsterdam1.Level3.net [212.72.41.89]

Trace complete.
 
dinkd said:
please see an portion of an email received from a support guy last night... he admits the them shaping!
Click to expand...

Is that for real? They are seriously trying to ween Business Uncapped users over to capped accounts?
 
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