Afrihost Business Uncapped Feedback - 2

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Dianysis said:
So i registered for a1gig free capped account with Afrihost.
Best speeds i have had in ages.
Download Speed: 3.51 mbps
Upload Speed: 0.42 mbps
Weird......:confused::what:
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The capped accounts seem to be fine, these issues are separate cases specifically with the business uncapped accounts, which should be running like capped accounts or at least near them, but they aren't
 
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I agree. And that is what AH keeps telling us. But unfortunately, for many many people on this forum (myself included), our business accounts are far from performing as they should. My problem is now sitting with critical care and hopefully it can be sorted out.
 
Im really struggling to understand how they haven't identified the problem yet ?
If i had an issue that lasted this long on my network i would have been fired long ago...

Yet we are paying for a service we can barely use anymore. I had to post this from my capped account because my business account is running at gprs speeds.
 
bdvtheone said:
Im really struggling to understand how they haven't identified the problem yet ?
If i had an issue that lasted this long on my network i would have been fired long ago...

Yet we are paying for a service we can barely use anymore. I had to post this from my capped account because my business account is running at gprs speeds.
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+1 I'm thinking a 50% discount is in order for the month, since we have had on average half the performance
 
bdvtheone said:
Im really struggling to understand how they haven't identified the problem yet ?
If i had an issue that lasted this long on my network i would have been fired long ago...

Yet we are paying for a service we can barely use anymore. I had to post this from my capped account because my business account is running at gprs speeds.
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Our team will review your results and get back to you with their findings.
 
And switched back to my business account and got the following:
Download speed: 2.49 mbps
Upload speed: 0.43 mbps
WTF?:what::confused::eek:
 
Segg said:
+1 I'm thinking a 50% discount is in order for the month, since we have had on average half the performance
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I don't even think its worth the discount anymore....
I'm so gatvol that i would write this off if they would just let me leave today.

Last month i gave them the benefit of the doubt and decided to stay on because they said the issues would be resolved by the end of the month. They said that they are busy optimizing the network for a better overall experience...... always excuses so little action.

Now im stuck with this crap for another month while i have 30 + employees moaning in my ear all day.

Really at a loss for words..
 
AfriGuy said:
Our team will review your results and get back to you with their findings.
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Thanks but what the hell is taking so bloody long?
Its not like searching for a needle in a haystack... there are many people having these issues...
 
bdvtheone said:
Thanks but what the hell is taking so bloody long?
Its not like searching for a needle in a haystack... there are many people having these issues...
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We've got a bit of a queue to get through, I promise you our guys will get back to you :)
 
AfriGuy said:
We've got a bit of a queue to get through, I promise you our guys will get back to you :)
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Get more resources on this! We are business customers not ordinary consumers! Where is the priority?

Businesses are losing money because they cannot operate! Is Afrihost going to re-imburse for revenue lost during this time?
 
CriticalConsumer said:
Get more resources on this! We are business customers not ordinary consumers! Where is the priority?

Businesses are losing money because they cannot operate! Is Afrihost going to re-imburse for revenue lost during this time?
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Our Critical Care team are working as fast as possible.
 
AfriGuy said:
Don't think that's the case, the data gathered is always useful.
By simply reading a thread, we cannot justify implementing changes, tweaks or anything else without looking at proper data.
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That's quite a "stick-your-head-in-the-sand" attitude... you cannot repeatedly rehash the same excuses in the hope that these issues will go away.

The fact is, you have MORE THAN ENOUGH data. This has been carrying on now for months without resolution, nor have you even hinted at a token gesture for your (AH's) poor service delivery. Let's not get started on how patient we have all been, or the fact that you guys were again caught off-guard, like was the case earlier this year - NOTHING HAS CHANGED, and AH has STILL not learnt their lesson. No amount of side-stepping and sugar-coating changes THE FACTS.
 
AfriGuy said:
Our Critical Care team are working as fast as possible.
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I would hazard a guess that your Critical Care team are overwhelmed by the issues everyone is describing in this thread. There is a trend which is obvious - forget tickets logged - live feedback from your clients is be data enough to help resolve the problem.

And I agree with the post from cortexenslaver - hit the nail on the head!
 
AfriGuy said:
Lets get our team to check this out ASAP, have you had a ticket logged that I can escalate for you?
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Hi Afriguy, I have old ticked # but they have most likely been closed. They are #EYL-549-41496]: Mtn Escalation #HFL-718-36421]: MTN REF: MTNB1365645. I was waiting on assistance from one of your specialist guys per Afriman.
 
CriticalConsumer said:
I would hazard a guess that your Critical Care team are overwhelmed by the issues everyone is describing in this thread. There is a trend which is obvious - forget tickets logged - live feedback from your clients should be data enough to help resolve the problem.
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Critical Care deal with a wide variety of queries, including escalations that we post off from here.
We can't just change things on a whim, sorry. Things don't work like that, and would probably end up breaking a whole stock of other services and setups.

Things will improve.
 
8-BALL said:
Hi Afriguy, I have old ticked # but they have most likely been closed. They are #EYL-549-41496]: Mtn Escalation #HFL-718-36421]: MTN REF: MTNB1365645. I was waiting on assistance from one of your specialist guys per Afriman.
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Please update the ticket, I'm sure some feedback would come to light here.
 
AfriGuy said:
Critical Care deal with a wide variety of queries, including escalations that we post off from here.
We can't just change things on a whim, sorry. Things don't work like that, and would probably end up breaking a whole stock of other services and setups.

Things will improve.
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They haven't over a year! AH has been promising this since the first bout of issues. Nobody is saying implement a change on the fly...we are saying that AH should dedicate more Critical Care resources to work through the issues and resolve them quicker. Once you have isolated the issue openly communicate with your customers and state the issue and what AH is doing to resolve it and by when.

Customer service 101: Keep the customer informed and provide a timeline to resolution.

Like I said in my previous post: THERE IS A GLARING TREND ON THE ISSUE(S).
 
CriticalConsumer said:
They haven't over a year! AH has been promising this since the first bout of issues. Nobody is saying implement a change on the fly...we are saying that AH should dedicate more Critical Care resources to work through the issues and resolve them quicker. Once you have isolated the issue openly communicate with your customers and state the issue and what AH is doing to resolve it and by when.

Customer service 101: Keep the customer informed and provide a timeline to resolution.

Like I said in my previous post: THERE IS A GLARING TREND ON THE ISSUE(S).
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I think you mis-understand the role of our Critical Care team, we have a lot of teams dedicated to the running of our network and how things run. So it's all hands on deck to have things improved.

For now, some clients aren't seeing great speeds and this is something that we need to identify, look into a good fix and trend the data.
The network hasn't been performing poorly for over a year, thats a huge exaggeration.
 
AfriDudes, can someone please look at the below. I ran your "test my line" and got the below results for the DSLAM

Capture.JPG

The SNR isn't looking very good.. Attenuation has always been like this though and has been working fine. I see that my line is still syncing at 7.5mb.

Thanks
 
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