Afrihost Business Uncapped Feedback

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RoMark said:
I've experienced several times today that MyBB pages times out, including the speedtest,
I have removed my AH details from the router, so it is not AH related, I think.
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I am sure it is not an AH related thing...

I was just speculating that with all the speedtests run on the myBroadband speedtest this passed week by the forumites that we have overloaded it, made it overheat and melted the myBroadband speedtest link and code.

:p
 
LegionECX said:
Your explanation is not valid, why does my friend then who is on mweb standard 1mb run fine, when i am on a 2mb business, apparently priotized??? run so slow and poorly?
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Well he would be on Mweb's IPC and network, so it would be totally different :(
 
AfriMan said:
Well he would be on Mweb's IPC and network, so it would be totally different :(
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Sooo, then theres is less contented and essentially a standard product from them in this case is performing better than your "priority" product?

Did you get my PM? Is there anything you can do to assist or is that it?
Sorry if i am coming across a bit harsh, i am just really really unhappy with the performance lately and also the bad response from your support team...
 
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RoMark said:
We are buggered.
As much as the reps would like to help, I know they can't.
It is like a petrol station. If there are no petrol and your tank is emty, you are going nowhere.

That is where we are.
We are going nowhere.
I have hoped that by moving to 2Mbps Business from 4Mbps Home, that I would at least get half my speeds on downloads, but now I'm even worse off than on Home. I'm throttled to 600kbps on Business uncapped International speedtest.

And when I say throttled , I mean throttled. I couldn't care how the **** you managed to throttle me, if you flipped a switch, if your were incompetent, if you oversold your accounts or wtf you did, but you are effectively shaping me to 600kbps, constantly.
This much is evident if I do every test that is available, use any other ISP with capped and capped accounts.
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I know that it's not a great experience, but I don't think it's going to be that bad. I know from the past we've always come right for our clients and found a way to make up for the poor experience by giving more back to our clients. I know it feels pretty terrible now, but when it's back to how it should be and hopefully better than clients expect, things will feel a lot different.
 
AfriMan said:
I know that it's not a great experience, but I don't think it's going to be that bad. I know from the past we've always come right for our clients and found a way to make up for the poor experience by giving more back to our clients. I know it feels pretty terrible now, but when it's back to how it should be and hopefully better than clients expect, things will feel a lot different.
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So in a nutshell we must still pay for the full product, be allowed to only cosume half of what we have been sold and have no date on when the problem will be resolved?

Also i think the fact you gave all that extra bandwidth for free to the capped users devalues the product we pay for and also causes us to suffer with higher contention ratios.
 
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Fudzy said:
Huh? I thought telkom owned the IPC? (IP Connect)

http://www.telkom.co.za/wholesale-web/products-and-services/ip-connect.jsp
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Yes - it's a product, like ADSL is a product and Diginet is a product. Each ISP purchases their OWN IPC and their own capacity. Telkom then sends the subscriber (you) through the correct IPC link to the correct ISP. So for Afrihost, you will go through their maxed out IPC capacity, and through MWEB you will go through MWEB's (apparent) uncongested IPC.
 
AfriMan said:
Demand will generally be higher at month end cos that's when a lot of content will hit the market (close to pay day) and a lot of capped and uncapped users will try to burn through their data as quickly as possible, so that's pretty consistent with what we're seeing on our side as well. From what I can see, some clients are still getting good throughput while others are not, so I guess it depends on how much bandwidth is available at any given time.

I know that this is not the situation any of us wants, and we would have loved to have had the full bandwidth order from Telkom earlier in the year, but we can only wait now and hope they come through quickly on this :(
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Well, doing nothing and waiting and hoping is one thing..... but doubling the capped bandwidth and continuing to sell business accounts in the South is quite another. Now capped users have double the bandwidth to burn through before month end.

What it is... is a complete lack of planning, where the marketers and product developers are not on the same page as the network engineers.

And what kind of time span do we have to sit this one out? a few days, a few weeks, a few months? If new capacity does not come on board soon, are you planning to cancel the double the cap freebie? Because you really, really should.

As it is, IPC prices were cut. So AH was passing on the benefit of this price cut in the form of doubling capped bandwidth and providing greater capacity (less shaping) on regular uncapped accounts. Business uncapped accounts received no benefit from the IPC cuts. But far worse than this Business uncapped is now directly and adversely affected by a shortage of capacity.

We didn't just get a "no deal" from the IPC price cuts, we got a raw, rotten deal.
 
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LegionECX said:
So in a nutshell we must still pay for the full product, be allowed to only cosume half of what we have been sold and have no date on when the problem will be resolved?

Also i think the fact you gave all that extra bandwidth for free to the capped users devalues the product we pay for and also causes us to suffer with higher contention ratios.
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Under the circumstances, we truly do believe we're offering the best possible experience to all of our clients.
 
Gatecrasher said:
Well, doing nothing and waiting and hoping is one thing..... but doubling the capped bandwidth and continuing to sell business accounts in the South is quite another. Now capped users have double the bandwidth to burn through before month end.

What it is... is a complete lack of planning, where the marketers and product developers are not on the same page as the network engineers.

And what kind of time span do we have to sit this one out? a few days, a few weeks, a few months? If new capacity does not come on board soon, are you planning to cancel the double the cap freebie? Because you really, really should.

As it is, IPC prices were cut. So AH was passing on the benefit of this price cut in the form of doubling capped bandwidth and providing greater capacity (less shaping) on regular uncapped accounts. Business uncapped accounts received no benefit from the IPC cuts. But far worse than this Business uncapped is now directly and adversely affected by a shortage of capacity.

We didn't just get a "no deal" from the IPC price cuts, we got a raw, rotten deal.
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I think this has been covered quite extensively in this thread. I know what you guys are seeing at the moment isn't the best - we fully understand that.
Saying this though, the double cap and any other product changes, updates or anything of the sort has been considered by all parties. It only went ahead as it would not have had any significant changes to the current network experiences.
 
AfriMan said:
I know that it's not a great experience, but I don't think it's going to be that bad. I know from the past we've always come right for our clients and found a way to make up for the poor experience by giving more back to our clients. I know it feels pretty terrible now, but when it's back to how it should be and hopefully better than clients expect, things will feel a lot different.
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It is not a good experience and it is going that bad. I don't care if you have 20 million subscribers or 20 TB of graphs that says otherwise.
I can't effectively use your company's Business account and I'm the one that counts.

I know you and the rest of staff must pulling you hair out of your head and I know when all is well in Afriland, it goes like a bullet train.
All is not well though and it is going like a snail with extra weight added.

How do you get to work?
Maybe with a car, taxi, train or helicopter?

How would you feel if I rig your preferred transport to every flippen day to only go at 20km/h?
Oh, but wait, you can go full speed, yes you can go 180km/h + between 02:00 and 06:00.

How would you feel to travel every day at 20km/h in heavy traffic for months at end.
And this would happen 2 - 3 times per year.

I feel sorry for you, I really do.
You have a **** job.

I'm a very patient man and are very level headed and cool, but I would have lost it if I look at all the abuse you and your colleagues are taking, but man, from my side I've had it.
I come from TI where I had the same **** for 3 months.
2 weeks at AH and the same thing.
It is like deja vu!

A month later and I'm so frustrated that I can go slap a grizly bear through the face.

Throttle P2P to death, but give us some leeway on Http downloads and even Real time services are not that great anymore.
 
AfriGuy said:
Saying this though, the double cap and any other product changes, updates or anything of the sort has been considered by all parties. It only went ahead as it would not have had any significant changes to the current network experiences.
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So AH thought. But AH was wrong. It is having a significant impact. To the extent that at various times of the day and night it is impossible to stream a puny live SD broadcast on an 8Mb/s business product. Whereas last month and the months before, it would breeze it, faultlessly and consistently.
 
Gatecrasher said:
So AH thought. But AH was wrong. It is having a significant impact. To the extent that at various times of the day and night it is impossible to stream a puny live SD broadcast on an 8Mb/s business product. Whereas last month and the months before, it would breeze it, faultlessly and consistently.
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I don't think it's fair to simply assume that something we've done is having a substantial impact on our network without some hard evidence. We would never go ahead and run something if we knew, outright, would cause any network issues.
Again, this has been taken into consideration.
 
AfriGuy said:
I don't think it's fair to simply assume that something we've done is having a substantial impact on our network without some hard evidence.
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Ugh. Not that green-light hunkey-doryness again.

AfriMan said:
You might be seeing contention on the network (sounds like most of the posters are in the South region) with demand being very heavy at the moment. Remember that we ordered more capacity from Telkom last year, so we're still awaiting the balance of our full order.
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AfriMan said:
I get what you're and it definitely sounds like Business is being affected by the contention issues I have mentioned previously. We'll only be able to tell if that's the case when we upgrade the IPC and the issues go away completely.
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AfriMan said:
I know that this is not the situation any of us wants, and we would have loved to have had the full bandwidth order from Telkom earlier in the year, but we can only wait now and hope they come through quickly on this :(
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And don't forget: If AfriMan says it, it is so! :twisted:
 
RoMark said:
It is not a good experience and it is going that bad. I don't care if you have 20 million subscribers or 20 TB of graphs that says otherwise.
I can't effectively use your company's Business account and I'm the one that counts.

I know you and the rest of staff must pulling you hair out of your head and I know when all is well in Afriland, it goes like a bullet train.
All is not well though and it is going like a snail with extra weight added.

How do you get to work?
Maybe with a car, taxi, train or helicopter?

How would you feel if I rig your preferred transport to every flippen day to only go at 20km/h?
Oh, but wait, you can go full speed, yes you can go 180km/h + between 02:00 and 06:00.

How would you feel to travel every day at 20km/h in heavy traffic for months at end.
And this would happen 2 - 3 times per year.

I feel sorry for you, I really do.
You have a **** job.

I'm a very patient man and are very level headed and cool, but I would have lost it if I look at all the abuse you and your colleagues are taking, but man, from my side I've had it.
I come from TI where I had the same **** for 3 months.
2 weeks at AH and the same thing.
It is like deja vu!

A month later and I'm so frustrated that I can go slap a grizly bear through the face.

Throttle P2P to death, but give us some leeway on Http downloads and even Real time services are not that great anymore.
Click to expand...

I really get where you are coming from here. And it's totally reasonable to feel frustrated and upset about this.

One of the reasons that I do love working for Afrihost is that I believe that we are sincere in wanting to offer our clients the best we can - possibly to a fault. But we always do honestly try our best to give clients more than they expect, and just generally as much as we can give them. We also sincerely feel our client's pain when situations like these occur and we only have bad news to deliver for a while. I honestly don't think there's a single person at Afrihost who is saying "Whatever, I don't care what the clients experience". From management to the last support consultant, we're all as bleak as our clients about poor internet performance.

We'll keep trying and pushing for the best outcome we can, and I really hope that we can deliver some good news soon :(
 
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