Afrihost Business Uncapped Feedback

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Kwerty said:
Having issues streaming in CPT. Youtube videos aren't even loading. Other streaming sites are just buffering like crazy. Speed test is also not up to scratch.

http://speedtest.ookla.com/result/2538435813.png

Code: 
C:\Users\Duan>tracert www.youtube.com

Tracing route to youtube-ui.l.google.com [173.194.41.167]
over a maximum of 30 hops:

  1     2 ms     3 ms     2 ms  192.168.1.1
  2    10 ms    10 ms    13 ms  105-236-234-65-esr-lo.mtnbusiness.co.za [105.236
.234.65]
  3    34 ms    34 ms    31 ms  41.181.221.254
  4    35 ms    61 ms    81 ms  tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
  5    14 ms    17 ms    16 ms  compj-cpt-1.mtnns.net [196.44.18.2]
  6   158 ms   332 ms   187 ms  ls-cr-2--tb-cr-1.uk-b.mtnns.net [196.44.31.113]

  7   169 ms   168 ms   195 ms  am-cr-1.nl--ls-cr-2.uk-a.mtnns.net [196.44.31.18
3]
  8   165 ms   166 ms   200 ms  am-tpr-1.nl--am-cr-1.nl-a.mtn.net [209.212.111.1
41]
  9   166 ms   169 ms   167 ms  core2.ams.net.google.com [195.69.145.100]
 10   165 ms     *      172 ms  209.85.254.90
 11   196 ms   168 ms   174 ms  209.85.253.249
 12   182 ms   186 ms   185 ms  209.85.246.153
 13   220 ms   165 ms   167 ms  209.85.245.3
 14   172 ms   169 ms   176 ms  72.14.238.63
 15   227 ms   193 ms   185 ms  lhr08s04-in-f7.1e100.net [173.194.41.167]

Trace complete.

4Mbit uncapped
Click to expand...

Can't see any obvious issues that could be causing streaming issues here.
Is it just streaming or are you noticing a general slow down/ poor experience on your end?
 
PurSpyk!! said:
Where is the 24/7 support, all the Reps are gone,. PMs dont get resolved

Last Result:
Download Speed: 789 kbps (98.6 KB/sec transfer rate)
Upload Speed: 510 kbps (63.8 KB/sec transfer rate)
Latency: 174 ms
Friday, 14 March 2014 20:40
Click to expand...

Please remember that our Support is available 24/7 should you need something urgent. We try and attend to queries as quickly as possible on the forums but sometimes delays do creep in.
 
AfriGuy said:
Please remember that our Support is available 24/7 should you need something urgent. We try and attend to queries as quickly as possible on the forums but sometimes delays do creep in.
Click to expand...

I know that's what is advertised on your web site, but the support lines are usually very busy, having to wait for 20misn for the call to be answered does not help. The online chat after hours usually seems to be offline as well (and also during work hours), and then the system requests you send an email, these emails never get responded to. I understand that there are manpower issues, but these have been on-going for a long time. I am sure your directors will not be happy if the clients delayed payment until you sorted out your service??
 
PurSpyk!! said:
I know that's what is advertised on your web site, but the support lines are usually very busy, having to wait for 20misn for the call to be answered does not help. The online chat after hours usually seems to be offline as well (and also during work hours), and then the system requests you send an email, these emails never get responded to. I understand that there are manpower issues, but these have been on-going for a long time. I am sure your directors will not be happy if the clients delayed payment until you sorted out your service??
Click to expand...

I think it has been brought up before - we know and admit that our Support team is under load at the moment and it's something that's being actioned at a very high priority internally. We're doing our best.

I'll reply to your PM shortly.
 
Looks like I spoke to soon, my downloads are maxing out at 266kbps, my line is now syncing at only 3mbps.

Logged a support ticket but keep getting responses from different support staff, having the issue since last week.

If I ask them to put my line back onto 4mbps and change to my old account that I still have active with OW, I get over 400KBps download speed.

@Afriguy, @Afriman, I have sent the PM with the support ticket, extremely frustrated. I need this sorted or I will have to cancel.

Tracing route to www.afrihost.com [197.242.144.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.2
2 10 ms 10 ms 10 ms 105-236-13-129-esr-lo.mtnbusiness.co.za [105.236.13.129]
3 11 ms 11 ms 11 ms ipc-recieve-tb-1a.mtnbusiness.net [41.181.53.150]
4 11 ms 12 ms 11 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.198.188]
5 12 ms 11 ms 10 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 13 ms 13 ms 13 ms ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]
7 47 ms 33 ms 33 ms rb-cr-1.za--ct-cr-2.za.mtnns.net [196.44.31.69]
8 33 ms 34 ms 34 ms 196.44.31.97
9 33 ms 33 ms 34 ms 196.31.220.10
10 35 ms 35 ms 35 ms tengigabitethernet1-1.gw21.jnb6.za.mtnbusiness.net [196.31.220.21]
11 34 ms 34 ms 34 ms tengigabitethernet5-1.hr16.jnb6.za.mtnbusiness.net [196.31.63.202]
12 34 ms 33 ms 34 ms vlan9.ah-ha-2.za.mtnbusiness.net [196.30.42.133]
13 37 ms 34 ms 35 ms cms-gm.afrihost.com [197.242.144.102]

http://www.speedtest.net/my-result/3376756040

SNR Margin (dB): 14.9 21.4
Attenuation (dB): 46.5 26.5
Output Power (dBm): 5.3 0.3
Attainable Rate (Kbps): 8648 1229
Rate (Kbps): 3072 509

My line speed above is 3072, but it was 4096, they have tried dropping it and putting it back to 4096 with no change.

I have reset my modem to factory defaults, tried different DNS, only fix is to change the account.

It is only since moving my line to Afrihost.
 
Last edited:
Hi Afriguy,
This is really getting a bit long in the tooth, I really don't feel that I should be paying for a full month of your product (10M Business Uncapped) when it clearly isn't performing to spec and we don't seem to have a hard end in sight.

My fault logged with MTN on the 07/03 still hasn't been given any feedback either (#HNV-489-11061).

Additionally I have just been cut off from your call system when I was first in line (after 8 minutes) - Afrihost, not really the home of pure internet joy...








 
Last edited:
And yet again, streaming video is start-stop-stutter-start-stop-stutter.

I'm sure i will be asked for my details again. I'm sure nothing will come of it again. I'm sure in several hours when contention levels drop, everything will be fine again.

But its really not good enough.
 
Chevron said:
If you're in JHB/PTA, I'm sure you'll be very happy. If not, good luck. :)
Click to expand...

Agreed - I decided to do this mid month so that if it does not I swear, I will get my double money back and move right on.

I have asked the part time AH rep (who seems to drop in every now and again to the forum) to please ask his mates NOT to stuff this up ..... lets see.

And as MWEB guy knows ... I can be a vindictive beeeeatch when I need to be.......
 
Just a further update, after holding 10min and having the connection cut, then a 43min call culminating in Blane the "manager" calling me back in 15min... nothing 30 min later.

Is this truly the response you should be delivering Afrihost. Apparently my fault was closed as it was resolved without even contacting me.
 
Crap speeds once again

Last Result:
Download Speed: 1088 kbps (136 KB/sec transfer rate)
Upload Speed: 514 kbps (64.3 KB/sec transfer rate)
Latency: 168 ms
Monday, 17 March 2014 22:13
 
Internet crawling again tonight...

HAS AFRIHOST OFFICIALLY ACKNOWLEDGED THE LACK OF IPC CAPACITY IN CAPE TOWN ?
 
Recreate port doesnt work in CZ even when trying from a smartphone not connected to the router :(
 
TheGrove said:
Looks like I spoke to soon, my downloads are maxing out at 266kbps, my line is now syncing at only 3mbps.

Logged a support ticket but keep getting responses from different support staff, having the issue since last week.

If I ask them to put my line back onto 4mbps and change to my old account that I still have active with OW, I get over 400KBps download speed.

@Afriguy, @Afriman, I have sent the PM with the support ticket, extremely frustrated. I need this sorted or I will have to cancel.

Tracing route to www.afrihost.com [197.242.144.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.2
2 10 ms 10 ms 10 ms 105-236-13-129-esr-lo.mtnbusiness.co.za [105.236.13.129]
3 11 ms 11 ms 11 ms ipc-recieve-tb-1a.mtnbusiness.net [41.181.53.150]
4 11 ms 12 ms 11 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.198.188]
5 12 ms 11 ms 10 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 13 ms 13 ms 13 ms ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]
7 47 ms 33 ms 33 ms rb-cr-1.za--ct-cr-2.za.mtnns.net [196.44.31.69]
8 33 ms 34 ms 34 ms 196.44.31.97
9 33 ms 33 ms 34 ms 196.31.220.10
10 35 ms 35 ms 35 ms tengigabitethernet1-1.gw21.jnb6.za.mtnbusiness.net [196.31.220.21]
11 34 ms 34 ms 34 ms tengigabitethernet5-1.hr16.jnb6.za.mtnbusiness.net [196.31.63.202]
12 34 ms 33 ms 34 ms vlan9.ah-ha-2.za.mtnbusiness.net [196.30.42.133]
13 37 ms 34 ms 35 ms cms-gm.afrihost.com [197.242.144.102]

http://www.speedtest.net/my-result/3376756040

SNR Margin (dB): 14.9 21.4
Attenuation (dB): 46.5 26.5
Output Power (dBm): 5.3 0.3
Attainable Rate (Kbps): 8648 1229
Rate (Kbps): 3072 509

My line speed above is 3072, but it was 4096, they have tried dropping it and putting it back to 4096 with no change.

I have reset my modem to factory defaults, tried different DNS, only fix is to change the account.

It is only since moving my line to Afrihost.
Click to expand...

So after sending AfriHost multiple emails explaining that it is not a line issue, when setting my line back to 4096 and using the OpenWeb account it works perfectly they have emailed me to tell me they are sending out a Telkom technician and they cannot tell me when he will be there.

@Afriman, @AfriGuy, @Afrigal, what is the cancellation process as I am not sitting on hold with your call center for half an hour just to speak to someone that does not know what is going in.....

***Update, got a response from AfriGirl this morning, they will be calling me so I will wait and see. Thanks for at least getting back to me.

***Update, got a call from Afrhiost shortly after the pm to @Afrigirl, thanks for this but I am in and out of coverage at the moment and the call went straight to voicemail. Please see pm for contact hours. Thanks again for at least trying and responding to my messages.
 
Last edited:
TheGrove said:
So after sending AfriHost multiple emails explaining that it is not a line issue, when setting my line back to 4096 and using the OpenWeb account it works perfectly they have emailed me to tell me they are sending out a Telkom technician and they cannot tell me when he will be there.

@Afriman, @AfriGuy, @Afrigal, what is the cancellation process as I am not sitting on hold with your call center for half an hour just to speak to someone that does not know what is going in.....
Click to expand...

Yes, AH don't deserve their customers as they have no common courtesy. I asked them in the CAPPED thread why they can't post up a notice like Axxess did, they said they are consulting with themselves and would get back, that was a few days ago and still nothing.

Honesty is the best policy AH, shame on you!

Case in point:

ah2.png

ax1.jpg

Same network, well done Axxess for treating your customers with a bit of dignity and respect!

EDIT: and for not using the word SOON
 
wingnut771 said:
Same network, well done Axxess for treating your customers with a bit of dignity and respect!

EDIT: and for not using the word SOON
Click to expand...

Ye I feel a bit let down, normally afrihost is active on these forums, providing updates to the situation, but now it is as if they realise that most of the problems are IPC related, which are unsolvable without an IPC upgrade so they kinda not around on here so frequently anymore...pity. There support was once very good.
 
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