Afrihost Business Uncapped Feedback - 2

[karnuffel]

Glad to hear things are better. We'll definitely see improvement when new IPC comes in, for now we're just trying to get the best performance we can with the capacity we have.

What I find interesting is that the speeds of the WOW patch download actually increased from +- 150 to +-230 KB/s. I am not complaining at all, but it does seem strange that speeds increase during business hours when I expect contention to come into play...

Is it possible that our exchange is taking a pounding at night but quietens down during the day?

 

[Rohan]

Another game with problems is Elder Scroll online EU. Unplayable on AH but perfectly fine on any other ISP I have tested with.
Speeds are extremely slow this morning even with browsing.

 

[BGE]

We've always tried to be open, admit where we've made mistakes and then make it up to our clients in the best way we can once we've addressed the core issue. That's what's gained the trust and faith of our clients who vote for us at the MyBB awards, and we'll continue to live by that set of values.

Sorry AfriMan, I must disagree with this statement strongly. What you call 'open' is simply a lie. Had Afrihost been open, you would have communicated the issues(via email) with your loyal clients from their onset. By not communicating you've put many clients in a difficult position. Wasting hours engaging with Telkom, trying to fault find a fault on their side that didn't/doesn't exist and potentially having to pay a Telkom unnecessary call-out fee. Meanwhile I have 10 staff members in the office twiddling their thumbs because of Afrihost's unwillingness to communicate effectively with those affected. Had AH communicated the issues I would have been able to make a decision to the benefit of my business, not AH's pocket. Again, IMHO, your business ADSL products simply cannot be taken seriously as business grade, and I will continue to communicate this to all on this forum until such time as Afrihost proves me wrong. And yes I do note your and AfriGuys unwillingness to engage me on this forum... simply because you know this is the truth.

 

[AfriMan]

Aaag dem. You mean because the line belongs to Telkom, I can't see it? So must I switch the line to Afrihost also? If I wanted to do that, where do I go?

We need to manage the line (Telkom always owns the line). You can sign up for us to manage your line through ClientZone or via our website.

 

[BGE]

Aaag dem. You mean because the line belongs to Telkom, I can't see it? So must I switch the line to Afrihost also? If I wanted to do that, where do I go?

Don't be silly. Right now you have the freedom of choice and easy of migration from one ISP to another at short notice. Once an ISP manages your line this becomes a whole lot more problematic and time consuming to move!

 

[AfriMan]

Another game with problems is Elder Scroll online EU. Unplayable on AH but perfectly fine on any other ISP I have tested with.
Speeds are extremely slow this morning even with browsing.

Elder Scrolls should be a recognised game signature, so we should have any issues. Also assuming that you're on a Business product (from the thread) so we should not be doing anything to your traffic.

If you can provide any diagnostics that will help us troubleshoot this, that will definitely help.

 

[AfriMan]

What I find interesting is that the speeds of the WOW patch download actually increased from +- 150 to +-230 KB/s. I am not complaining at all, but it does seem strange that speeds increase during business hours when I expect contention to come into play...

Is it possible that our exchange is taking a pounding at night but quietens down during the day?

Day to day DSL issues are still present, so throwing in congestion or faulty routers with our known demand issues on the network will definitely cause some confusion. I think the simplest solution would be to light up the new capacity and see what symptoms remain so we can test and address them without the intermittent unknown contention factor.

 

[AfriMan]

Sorry AfriMan, I must disagree with this statement strongly. What you call 'open' is simply a lie. Had Afrihost been open, you would have communicated the issues(via email) with your loyal clients from their onset. By not communicating you've put many clients in a difficult position. Wasting hours engaging with Telkom, trying to fault find a fault on their side that didn't/doesn't exist and potentially having to pay a Telkom unnecessary call-out fee. Meanwhile I have 10 staff members in the office twiddling their thumbs because of Afrihost's unwillingness to communicate effectively with those affected. Had AH communicated the issues I would have been able to make a decision to the benefit of my business, not AH's pocket. Again, IMHO, your business ADSL products simply cannot be taken seriously as business grade, and I will continue to communicate this to all on this forum until such time as Afrihost proves me wrong. And yes I do note your and AfriGuys unwillingness to engage me on this forum... simply because you know this is the truth.

Obviously you are entitled to your opinion and i respect your point of view.

I think we've been very open, we've communicated information as we receive it on forums. But I also think it's important to remember that experiences shared on the forum aren't necessarily representative of every single Business user or client. Many are getting a good or decent enough experience. We also deal with clients on other social media platforms, and some understand the issue as we explain it and are have to trust us to provide the best experience possible and act in good faith.

I'm not sure where the line between giving feedback and just posting negative comments is, I'll leave that to the forum admins. But we've engaged with you several times, but I think we're not sharing or debating new information or perspectives here anymore, which not of use to yourself or others who want to use the forums to get assistance or provide feedback that could help us improve the service wherever we can.

 

[Former member 61586]

we've communicated information as we receive it on forums.

has Afrihost sent out an email to clients informing them of the capacity issues and the "few weeks" it will take to fix?

 

[i.got~issues]

has Afrihost sent out an email to clients informing them of the capacity issues and the "few weeks" it will take to fix?

Nope... only on this forum.

And also nothing about any IPC shortfall / upgrades in AwesomeLand either;





/rugswept

 

[Crusader]

Not sure if this will be any help, but here are pathpings to Diablo 3 servers on Axxess. From what I can tell the servers along the route are mostly the same as Afrihost. Today I'm also getting terrible pings on Axxess so might be a good point of comparison.

VERY GOOD PING on AXXESS (200-300ms from a day ago)
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           PC [192.168.0.13]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  192.168.0.1
                                0/ 100 =  0%   |
  2   31ms     0/ 100 =  0%     0/ 100 =  0%  105-236-4-193-esr-lo.mtnbusiness.co.za [105.236.4.193]
                                0/ 100 =  0%   |
  3   34ms     0/ 100 =  0%     0/ 100 =  0%  ipc-recieve-tb-2a.mtnbusiness.net[41.181.54.86]
                                0/ 100 =  0%   |
  4   33ms     0/ 100 =  0%     0/ 100 =  0%  tb-dca-2.za--qux-a.za.mtnbusiness.net [41.181.184.28]
                                0/ 100 =  0%   |
  5   29ms     0/ 100 =  0%     0/ 100 =  0%  compj-cpt-1.mtnns.net [196.44.18.2]
                              100/ 100 =100%   |
  6  ---     100/ 100 =100%     0/ 100 =  0%  ls-cr-2.uk--tb-cr-1.za.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]

BAD PING on AXXESS (1000+ms from this morning)
 Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           PC [192.168.0.9]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  192.168.0.1
                                6/ 100 =  6%   |
  2   31ms    20/ 100 = 20%    14/ 100 = 14%  105-236-4-193-esr-lo.mtnbusiness.co.za [105.236.4.193]
                                0/ 100 =  0%   |
  3   34ms    10/ 100 = 10%     4/ 100 =  4%  ipc-send-tb-3a.mtnbusiness.net [41.181.53.214]
                                0/ 100 =  0%   |
  4   32ms     6/ 100 =  6%     0/ 100 =  0%  tb-dca-2.za--qux-a.za.mtnbusiness.net [41.181.184.28]
                                7/ 100 =  7%   |
  5   32ms    13/ 100 = 13%     0/ 100 =  0%  compj-cpt-1.mtnns.net [196.44.18.2]
                               87/ 100 = 87%   |
  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]

 

[AfriMan]

has Afrihost sent out an email to clients informing them of the capacity issues and the "few weeks" it will take to fix?

Our support team are also aware of the information and should be sharing this with clients on tickets, etc.

 

[Former member 61586]

Our support team are also aware of the information and should be sharing this with clients on tickets, etc.

Do I really need to point out the problem to you? And do I really need to point out why @BGE has very valid points in his post to you?

 

[AfriMan]

Nope... only on this forum.

And also nothing about any IPC shortfall / upgrades in AwesomeLand either;

View attachment 158280

View attachment 158284

/rugswept

There is a notice up for the South, where we saw the issue seem to be most apparent. However the CMS we use removes the notice from the quick alert list when we post a newer notice, even though it is still open on the page. The only way at the moment to bring it back to the page is to change the date on the notice. We did that once and clients complained that we were not being transparent, so we've asked the web design team if there is another option to make this better.

 

[AfriMan]

Do I really need to point out the problem to you? And do I really need to point out why @BGE has very valid points in his post to you?

At the end of the day, we make an assessment of the most appropriate action. We do send out emails or SMS in some instances, and other times we don't. That's a management decision based on the factors they consider and the impact this will have.

 

[i.got~issues]

There is a notice up for the South, where we saw the issue seem to be most apparent. However the CMS we use removes the notice from the quick alert list when we post a newer notice, even though it is still open on the page. The only way at the moment to bring it back to the page is to change the date on the notice. We did that once and clients complained that we were not being transparent, so we've asked the web design team if there is another option to make this better.

How about a banner, like the ISP of the year Award banner, that states that IPC is kaput and that upgrades arrive soon and slow speeds will be a part of AfriHost awesome until then... you know, like, put it someplace people can see it without hunting, scrounging or relying of mybroadband threads?

 

[JesseG]

At the end of the day, we make an assessment of the most appropriate action. We do send out emails or SMS in some instances, and other times we don't. That's a management decision based on the factors they consider and the impact this will have.

Over a week now and online gaming is terrible on console....I have PM'd both you and Afriguy and yet to get any feedback on this, like I have said before when the shaping is lifted then I am able to connect to the online servers just fine...so it seems that you guys are shaping gaming traffic as well.....

 

[AfriMan]

How about a banner, like the ISP of the year Award banner, that states that IPC is kaput and that upgrades arrive soon and slow speeds will be a part of AfriHost awesome until then... you know, like, put it someplace people can see it without hunting, scrounging or relying of mybroadband threads?

I doubt that will happen, but I think if we don't get the upgrades within the next week or so, we'll definitely have to consider a more public message on our website or via SMS.

 

[AfriMan]

Over a week now and online gaming is terrible on console....I have PM'd both you and Afriguy and yet to get any feedback on this, like I have said before when the shaping is lifted then I am able to connect to the online servers just fine...so it seems that you guys are shaping gaming traffic as well.....

I'm not sure if you're referring to an Uncapped account here, becuase when is shaping lifted? Business accounts are not shaped, so I'm guessing you're talking about an Uncapped account and using Turbocharge.

 

[Former member 61586]

At the end of the day, we make an assessment of the most appropriate action. We do send out emails or SMS in some instances, and other times we don't. That's a management decision based on the factors they consider and the impact this will have.

Any way to try to spin this, the actions of Afrihost are unethical. But then again, you are just doing what every other ISP in your position would do. So meh.