Afrihost Business Uncapped Feedback

[JesseG]

@requiem, you hit the nail on the head...
I am paying for 10Mbps business uncapped line, I used to get 1000kbps+ on downloads but now I average around 700-800Kbps...
Been told its the congestion at the exchange, critical care contacted me yesterday, still waiting for someone to get back to me...
Downloading locally runs at full speed, it's just international downloads where I am losing between 200-300kbps...
@Afriman, please sort this out, I am really considering switching to another ISP, I don't want to pay premium price for a product that about 80% operational...

 

[frobbertze2]

Juts have to add my recent support experience from Afrihost.

Tuesday I log a query to find out if my line speed will stay the same if I transfer to Afirhost, as I am currently on an 8 meg line, but their web site states that my exchange only supports 4 meg.
Wednesday morning I receive a ticket that they tried to transfer my line during the evening but they failed, as the line was not marked as ready by telkom. At this point I have not yet requested a transfer. I was only inquiring about the line speed.
During Wednesday I tried to find out why they tried to transfer my line without my consent, and the only real answer I still got was that my line will stay the same speed if I transfer.
Today I receive a response that states my line speed will drop if I transfer.
What on earth is going on at Afrihost.

 

[AfriMan]

Strange. I don't seem to be noticing any general problems on our side.

Is it all streaming or only those two specific sites?

Are you busy using the line for anything else?

Would you send me a PM so we can do some thorough testing with you ----> PART 2



----> Part 2.


Hi. Would you kindly do a traceroute to both local and international sites, using your afrihost account and the telkom guest account, we would like to compare the results to work out if there is a problem....

<provides proof of ****up on afrihosts network>

Hi. We have noticed there is an unclosed connection on your line. We have reset it. Kindly check if the problem continues and let us know.

<Rages, tests, still ****, provides proof>

That's strange. It is quite possible it is a problem with congestion or a local routing issue with your geographical location, i.e. not our fault.

<Provide irrefutable proof that afrihost is talking ****, and with other ISP it works>


Hmmm, that is unfortunate. I will escalate this to our critical care department.


Hi this is douchebag from critical care. I've been informed there is some problem with your connection. Kindly provide the following test results.


*repeat until all is given to douchebag 1 through 4 at critical care*


I have escalated this with MTN. Our senior engineers will be in contact with them, and they will have to see why there is a problem.


*A week and a half goes by*.....


Try to enquire about ticket -

Hi. I am sorry, but I had nothing to do with logging your ticket.
Please will you provide me with tracerouts showing the problem you are experiencing.


*demand to speak to manager - get put on hold for 20 minutes - get transferred - answering machine - F?UUUUUUU - Swear at voicemail. Give up*

Hi. I am sorry I have not contacted you in 2 weeks. I have been ill. I am still awaiting a response from MTN.


IS there still a problem with the account? - will you kindly provide tests.




I.E. Business Uncapped - a ****ing scam.

I can appreciate that you are frustrated, but I really don't like the references you make to people who are trying to help you as "douchebags". I think we'd all like to try to help and improve your experience, but we're not gonna make any progress if we don't respect each other. The guys in Critical Care really try their best, and many people in this forum have benefitted from their help.

Not cool.

 

[AfriMan]

@requiem, you hit the nail on the head...
I am paying for 10Mbps business uncapped line, I used to get 1000kbps+ on downloads but now I average around 700-800Kbps...
Been told its the congestion at the exchange, critical care contacted me yesterday, still waiting for someone to get back to me...
Downloading locally runs at full speed, it's just international downloads where I am losing between 200-300kbps...
@Afriman, please sort this out, I am really considering switching to another ISP, I don't want to pay premium price for a product that about 80% operational...

I'm happy to try to get this sorted out. The guys at Critical Care are really the best guys to try to tackle this and find a solution, if possible. I'll follow up with them ASAP to see how far your query has progressed.

 

[AfriMan]

Juts have to add my recent support experience from Afrihost.

Tuesday I log a query to find out if my line speed will stay the same if I transfer to Afirhost, as I am currently on an 8 meg line, but their web site states that my exchange only supports 4 meg.
Wednesday morning I receive a ticket that they tried to transfer my line during the evening but they failed, as the line was not marked as ready by telkom. At this point I have not yet requested a transfer. I was only inquiring about the line speed.
During Wednesday I tried to find out why they tried to transfer my line without my consent, and the only real answer I still got was that my line will stay the same speed if I transfer.
Today I receive a response that states my line speed will drop if I transfer.
What on earth is going on at Afrihost.

That does seem to be a little off. We definitely would not try to process a migration without your consent and it sounds like the consultant may have his wired crossed here.

In terms of migration, there is no physical change to the line. Unless you sign up at a different speed, won't touch it. We'll migrate as is, and the only real change is a billing/administration handover from Telkom to us.

PM me and I'll check this out for you.

 

[Type RSA]

Auth issues again? My net is not connecting..

 

[Type RSA]

Nevermind. Back up again.

 

[Jimmy]

We're still investigating on our side. In general throughput to the US seems to be good when we do a straight file download from one of our own servers. We're looking into different network routing within the US used by Netflix and other services which seem to be performing differently. We're working with MTN to see what can be done to improve the overall experience

Any ETA as to when we MIGHT see a difference?

 

[AfriMan]

Nevermind. Back up again.

No general auth issues. Maybe a local Telkom exchange wobble

 

[AfriMan]

Any ETA as to when we MIGHT see a difference?

It depends on the outcome of our enquiry with MTN. From what we're seeing, this is routing that we may not be in control of, in terms of how Netflix (for example) peers with other networks within the US. But we'll definitely do what we can to improve client's experience.

 

[Chevron]

It depends on the outcome of our enquiry with MTN. From what we're seeing, this is routing that we may not be in control of, in terms of how Netflix (for example) peers with other networks within the US. But we'll definitely do what we can to improve client's experience.

You keep using that as an excuse yet other ISPs work 100%.

 

[AfriMan]

You keep using that as an excuse yet other ISPs work 100%.

Depends on how they route and what networks they peer with. We don't know yet what aspects can be changed from our side, so we'll continue to investigate with MTN and their overseas partners.

 

[AthenianOwl]

Hey Afriman I'm thinking about moving to Business. If I order it now, then I have to pay R100 extra (pro-rata) in order for the change to take effect immediately and then pay R400 (excluding ADSL line fees) monthly, starting from next month, correct?

 

[requiem]

I can appreciate that you are frustrated, but I really don't like the references you make to people who are trying to help you as "douchebags". I think we'd all like to try to help and improve your experience, but we're not gonna make any progress if we don't respect each other. The guys in Critical Care really try their best, and many people in this forum have benefitted from their help.

Not cool.

I am quite sure to stick with my statement.

You come on the forum and deny any problem. Proof is provided. Problem is denied. This repeats itself until your customers get frustrated and live with the problem or buy other bandwidth to get through the issue.

Things have been getting progressively worse. You talk about respecting each other? How do you expect your customers to respect you, when you consistently lie to them?

 

[AfriMan]

Hey Afriman I'm thinking about moving to Business. If I order it now, then I have to pay R100 extra (pro-rata) in order for the change to take effect immediately and then pay R400 (excluding ADSL line fees) monthly, starting from next month, correct?

I'm not sure which Business package you are moving to, but yes, there would probably be a pro-rata fee payable. You should then receive the regular bundle price billing from the start.

 

[AfriMan]

I am quite sure to stick with my statement.

You come on the forum and deny any problem. Proof is provided. Problem is denied. This repeats itself until your customers get frustrated and live with the problem or buy other bandwidth to get through the issue.

Things have been getting progressively worse. You talk about respecting each other? How do you expect your customers to respect you, when you consistently lie to them?

Nothing is going to happen if this is how you choose to engage with us.

 

[Type RSA]

No general auth issues. Maybe a local Telkom exchange wobble

Yeah all good mate.

Thanks

 

[requiem]

Nothing is going to happen if this is how you choose to engage with us.

When I am polite, I get ignored, and the problem is ignored, and your lies are ignored.

Your statement is accepted. I'll cancel my account now.

Advise everyone else to do the same.

 

[AfriMan]

When I am polite, I get ignored, and the problem is ignored, and your lies are ignored.

Your statement is accepted. I'll cancel my account now.

Advise everyone else to do the same.

I wish you only the best for the future

 

[requiem]

I wish you only the best for the future

Hopefully will never have to deal with your companies incompetence again.