Dear Gian,
It is with regret that I pen this letter. I feel it is important to let you know why I have decided to terminate my relationship Afrihost. Until recently, I have been a strong supporter of Afrihost, its products, service and innovative thinking. The many accolades on your mantelpiece are testament to that.
When the Afrihost uncapped business DSL product, started performing at 20% capacity on Friday 17 October 2014, I noted the message on your website dashboard;
17 October 2014 10:00am We are seeing increased demand in the North region (Johannesburg, Pretoria and surrounding areas), which may affect DSL performance for clients in the region. While affected clients may experience slow speeds, we expect latency to continue to be stable for priority realtime services such as browsing, streaming and gaming. Our engineers are working hard to ensure that we provide the best possible experience and we will continue monitor traffic throughout. We apologise to affected clients for any poor experience and wish to assure them that we have ordered additional capacity from Telkom, and the upgrade is imminent. We believe this will make a significant improvement to performance and DSL experience will return to normal.
Various forum threads confirmed that all your Gauteng clients were experiencing the same results that I was, and still are. A call to your telephone support confirmed that your Gauteng DSL users were being throttled due to lack of capacity. It is interesting to note how Afrihost labels this as “increased demand” and iOS software updates, laying the blame at their customer’s feet and diverting responsibility from themself. Let’s call a spade a spade, this fiasco is due to bad management and lack of foresight. Decent monitoring of your network and a little bit of forward thinking would have had the capacity in place before “increased demand” crippled your service.
All your clients using your business DSL products should not have been affected by this “increased demand” and lack of capacity. Your clients choose to pay the premium for your business products primarily because they expect no throttling (or shaping) in any way or form. Your business products are also marketed and priced as such.
The fact that Afrihost without word or warning, modified the product that I pay for by implementing 80% throttling is unacceptable, as such I am cancelling my agreement with Afrihost as of today.
Regards,
It is with regret that I pen this letter. I feel it is important to let you know why I have decided to terminate my relationship Afrihost. Until recently, I have been a strong supporter of Afrihost, its products, service and innovative thinking. The many accolades on your mantelpiece are testament to that.
When the Afrihost uncapped business DSL product, started performing at 20% capacity on Friday 17 October 2014, I noted the message on your website dashboard;
17 October 2014 10:00am We are seeing increased demand in the North region (Johannesburg, Pretoria and surrounding areas), which may affect DSL performance for clients in the region. While affected clients may experience slow speeds, we expect latency to continue to be stable for priority realtime services such as browsing, streaming and gaming. Our engineers are working hard to ensure that we provide the best possible experience and we will continue monitor traffic throughout. We apologise to affected clients for any poor experience and wish to assure them that we have ordered additional capacity from Telkom, and the upgrade is imminent. We believe this will make a significant improvement to performance and DSL experience will return to normal.
Various forum threads confirmed that all your Gauteng clients were experiencing the same results that I was, and still are. A call to your telephone support confirmed that your Gauteng DSL users were being throttled due to lack of capacity. It is interesting to note how Afrihost labels this as “increased demand” and iOS software updates, laying the blame at their customer’s feet and diverting responsibility from themself. Let’s call a spade a spade, this fiasco is due to bad management and lack of foresight. Decent monitoring of your network and a little bit of forward thinking would have had the capacity in place before “increased demand” crippled your service.
All your clients using your business DSL products should not have been affected by this “increased demand” and lack of capacity. Your clients choose to pay the premium for your business products primarily because they expect no throttling (or shaping) in any way or form. Your business products are also marketed and priced as such.
The fact that Afrihost without word or warning, modified the product that I pay for by implementing 80% throttling is unacceptable, as such I am cancelling my agreement with Afrihost as of today.
Regards,
