Afrihost Business Uncapped Feedback - Part 3

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savage said:
After HOW MANY months of ***** now? I think this is EXACTLY what is called for...
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Sorry, I don't think I can communicate at this level with you - especially since I'm pretty sure you'll be the first to cry foul if I called you an idiot. Hope you don't mind, but we won't be responding to any further posts from you.

Have an absolutely awesome evening :)
 
PurSpyk!! said:
Will someone from Afrihost remain active on these forums to at least let us know what is happening?
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Our reps are meant to knock off at 8pm, but we'll hang around as long as we can. If there is a specific update, we'll post as soon as we get info.
 
I was going post here all angry and stuff about the outage,but I digress.
I made a fire and am grilling meat and am actually quite glad. Don't get me wrong I have invoices and work to do,but I wouldn't have chilled if I was online.
Please fix and let us know.I'm not angry .
 
demon angel said:
I was going post here all angry and stuff about the outage,but I digress.
I made a fire and am grilling meat and am actually quite glad. Don't get me wrong I have invoices and work to do,but I wouldn't have chilled if I was online.
Please fix and let us know.I'm not angry .
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LOL, I literally went through about 10 different emotions while reading your post :)

I know this sucks, it's definitely a serious outage and we're working to get things fixed as quickly as we can. If you have meat on the grill, you're on the right track. Have some dop en tjop for me too :)
 
AfriMan said:
Sorry, I don't think I can communicate at this level with you - especially since I'm pretty sure you'll be the first to cry foul if I called you an idiot. Hope you don't mind, but we won't be responding to any further posts from you.

Have an absolutely awesome evening :)
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Sorry to jump in on your fight, but I agree with the frustrations raised by savage. I would not go as far in my wording, but my blood is boiling just as much.

My monitoring software picked up no throughput at 15h26. There was nothing mentioned on this forum until 15h37 when somebody asked about it.

Two screenshots from your network page.
Screenshot1.png
This is the dropdown menu showing nothing new on DSL Status. The status update you talk about is under Mobile Status

Screenshot2.jpg
This one is the main page, again showing nothing about the current issue.

As a client I should be able to get this info from your main page, not via a forum post. This network status page and the management of it really really is f**ked up.
 
Lol.I will have a beer and eat a lamb chop in your name. I have never had a major outage from you guys before,and I consider myself quite impatient too.
I just want you guys to know that I'm aware there are humans working at it right now, and stuff happens.
I'm happy and hope you get it sorted soon and the stress subsides.
Forumates don't hate, I have been extremely happy with the service. At least we have a rep,and he talks to us.
 
standerr said:
snip
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As mentioned previously, the status page was updated within 30 minutes of us noticing the potential issue and social media messages were sent out acknowledging the problem. The problem here is that there is a current message, which many people here on the forums insisted stay up until that performance issue was resolved. I recall a lot of anger when the message was closed at one point. With an older message displaying, the CMS for the website doesn't handle multiple status messages as well as we'd like.

Please also note that the time stamp referred to was for an update. The way we post messages and updates is to post the update above the original message for the benefit of those who are aware of an outage but want to catch the latest update instead of scrolling through a message to find the update at the end. So the latest update will always appear on top and reading down will give you the history until you reach the original post. We decided to post the status update in the Mobile and General categories as well to make this more visible.

Hope that explains it better :)
 
demon angel said:
Lol.I will have a beer and eat a lamb chop in your name. I have never had a major outage from you guys before,and I consider myself quite impatient too.
I just want you guys to know that I'm aware there are humans working at it right now, and stuff happens.
I'm happy and hope you get it sorted soon and the stress subsides.
Forumates don't hate, I have been extremely happy with the service. At least we have a rep,and he talks to us.
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It's been a really long time since we've had an outage of this kind. Appreciate the lamp chop, just add a little tabasco as well for me ;)

Totally appreciate your POV here, we're all definitely human and feeling the pressure to get this sorted :)
 
AfriMan said:
As mentioned previously, the status page was updated within 30 minutes of us noticing the potential issue and social media messages were sent out acknowledging the problem. The problem here is that there is a current message, which many people here on the forums insisted stay up until that performance issue was resolved. I recall a lot of anger when the message was closed at one point. With an older message displaying, the CMS for the website doesn't handle multiple status messages as well as we'd like.

Please also note that the time stamp referred to was for an update. The way we post messages and updates is to post the update above the original message for the benefit of those who are aware of an outage but want to catch the latest update instead of scrolling through a message to find the update at the end. So the latest update will always appear on top and reading down will give you the history until you reach the original post. We decided to post the status update in the Mobile and General categories as well to make this more visible.

Hope that explains it better :)
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Sorry to be anal here, but I hear a lot of excuses. I've been hearing them a lot when it comes to the network page. I'm one of those clients insisting that the message stays up, but logic also dictates the most severe message should be immediately visible.

If I currently navigate to the Afrihost site and go to the status page it's not clear that this issue exists. As a paying customer I'm forced to hunt for this info. I should not have to read through twitter messages of forum posts. Your site should tell me this at a glance.

No matter how many excuses and explanations there are the current page does not show me any of this without digging and scrolling.
 
standerr said:
Sorry to be anal here, but I hear a lot of excuses. I've been hearing them a lot when it comes to the network page. I'm one of those clients insisting that the message stays up, but logic also dictates the most severe message should be immediately visible.

If I currently navigate to the Afrihost site and go to the status page it's not clear that this issue exists. As a paying customer I'm forced to hunt for this info. I should not have to read through twitter messages of forum posts. Your site should tell me this at a glance.

No matter how many excuses and explanations there are the current page does not show me any of this without digging and scrolling.
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It does do that, if you look at the screenshots you posted, the most recent outage is clearly visible with High Impact severity on the menu. Clicking the button for more info takes you right to the entire message.

I think we're nit picking here. The reality is that you got the message by one means or another, and that is the intention. The same goes for other clients who prefer social media or looking at the website. Our only intention is to put the word out, and we've done that.

I'll make sure to let our website designers know about your suggestions though :)
 
Very bad experience on Afri business and green. I have switched networks and each is worse than the other. Trying to SSH overseas is a joke. Oh but of course speedtest is always top notch....:erm:
 
xera said:
Very bad experience on Afri business and green. I have switched networks and each is worse than the other. Trying to SSH overseas is a joke. Oh but of course speedtest is always top notch....:erm:
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That's pretty weird, we should be seeing excellent performance on AfriGreen. Did you report this to us? We definitely would have liked to have looked into this to improve the AfriGreen experience :(
 
AfriMan said:
It does do that, if you look at the screenshots you posted, the most recent outage is clearly visible with High Impact severity on the menu. Clicking the button for more info takes you right to the entire message.

I think we're nit picking here. The reality is that you got the message by one means or another, and that is the intention. The same goes for other clients who prefer social media or looking at the website. Our only intention is to put the word out, and we've done that.

I'll make sure to let our website designers know about your suggestions though :)
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Dude I think we might be missing each other or one of us is blind. The first screenshot I posted shows the notice under MOBILE STATUS not DSL STATUS. This is obviously wrong and not nit picking.
Under no condition or browser I tried does clicking on those menus take met to the RED status message. All of them go to the ORANGE message about the general performance issue.

In your responses you come across dismissive of the issues I face. I understand you might not mean it that way.

My problem is that I have clients calling me up at night that their network setup I provided does not work. When they go to your page it's also not clear to them that there is an DSL issue. The next call then comes to me, seeing that DSL is all working.

So from that perspective your status page really drives me nuts.
 
standerr said:
Dude I think we might be missing each other or one of us is blind. The first screenshot I posted shows the notice under MOBILE STATUS not DSL STATUS. This is obviously wrong and not nit picking.
Under no condition or browser I tried does clicking on those menus take met to the RED status message. All of them go to the ORANGE message about the general performance issue.

In your responses you come across dismissive of the issues I face. I understand you might not mean it that way.

My problem is that I have clients calling me up at night that their network setup I provided does not work. When they go to your page it's also not clear to them that there is an DSL issue. The next call then comes to me, seeing that DSL is all working.

So from that perspective your status page really drives me nuts.
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The message is clearly marked as both DSL and Mobile Data, so it would go to the same text (since it is repeated). I have definitely understood you clearly. When I click on read more, the red message is underneath the older message but definitely easy to find and visible for me. Like I said though, I am happy to pass the feedback onto the website designers if improvements can be made. CMS functionality is limited, so I think it's always possible that we hit those limitations with multiple status messages open at the same time.

The important thing is that the message is out there and is kept as current as possible, and we'll try to spread that message as widely as we can.
 
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