To the folks who already have 20Mbps lines, perhaps you can advise. Do I need a 20Mbps data account to sync at 20Mbps? According to Afrihost I do....which has never been the case in the past. The sync rate has never had anything to do with my data rate, so not sure what has changed recently.
I am getting very frustrated with Afrihost. Been with them for longer than I can remember and been very happy, but I never needed to contact support. Their support lines are a complete joke.
The lowdown:
I do understand that to download at 20Mbps you need to have a 20Mbps data line. BUT, to sync at 20Mbps - is it required to have a 20Mbps data account?
To make this clear. I moved my line to Afrihost, and applied for a 20Mbps line. Telkom had advised that the upgrades had not been completed yet - and would be done soon. I decided to leave the 20Mbps so I would have an idea as to when the upgrades would be done. 3 weeks ago, I finally got a call from Telkom that the upgrade has been completed.
So, login to router - syncing at 4Mbps - but, changed from G.Dmt to ADSL2+. Decide to login to Afrihost and do a port reset - and then stabilize. Stabilize line allows me to go up to 8Mbps - fantastic. It would not allow me to go any higher, the feature throwing an immediate error the minute I went above 8Mbps - odd.
Line stats are good, and are definitely capable of syncing at higher rates. So I leave it hoping that things will happen down the line.
So last week, I pop Afrihost a message - asking if they have any idea why I can only sync at 8Mbps. TWO of their reps come back saying I am only syncing at 8Mbps because my data is only 8Mbps. I think it's odd that the data account affects the sync rate - but because two of them assured me that it was the issue, I go and upgrade the data to 20Mbps and go and purchase a vDSL router.
Alas, makes absolutely no difference. Their support staff are a joke. e-mail them back saying it's still syncing at 8Mbps and what should I do - and they respond with "Its always a pleasure assisting our valued clients." - did not even bother to read the e-mail.
So e-mail them back saying perhaps someone should actually read what I sent - get a response that they'll log an issue with Telkom. On Sunday, Telkom is at my front door - coming to fix my "dead" line. WHAT? No dead line, just battling with syncing above 8Mbps. He advises that if the vDSL modem doesn't sync faster than 8Mbps - it is Afrihost who hasn't moved us to the faster speed. He himself was involved with the upgrades and all was in order, so it is an Afrihost problem. Urgh.
So e-mail Afrihost again - quote "The new vDSL modem is installed – line stats are still good – but still syncing at 8Mbps. Please can we follow up from your side?"
And I get this as a response: "Thank you for the email,please advise when you have the router so we can assist further."
I e-mail Gian advising him that his staff don't bother to read the correspondence, and give me the run around - that was on Monday. Still no response to my e-mail.
I understand that they probably get tons of queries a day, but not bothering to read and respond to queries properly is not acceptable.
Busy looking into options to move to a company who actually bothers to read their e-mails.
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