Afrihost Business Uncapped Feedback

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AfriMan said:
It's a big debate. We definitely want to inform clients, but we're also concerned that many clients who have issues that are not related (like line or router issues) could mistakenly think that they not connected or getting slow speeds due to this, and then a week or so later they end up being very frustrated when capacity lands and they are still having a horrible experience. Although it may reduce calls and queries for us in the short term, it may not be the best solution for our clients in the long term. We'd rather do the extra of troubleshooting, especially now that we have more people, and make sure we properly diagnose every single client's experience.
Click to expand...

But why have the network status notification on the site if you're not gonna use it?
 
Necuno said:
Is this under these?

Advanced Options
Recommended for Advanced Users Only
If you know what you're doing and want to take more control over your DSL line we allow you to Recreate your DSL Port as well as Reduce your sync speed in effort to stabilise your line.

Recreate Port
Stabilise Line
Click to expand...

You can always run the magically fix my line tool a second time. First run looks for optimal sync, while the second run sets it at maximum sync.
 
Chevron said:
But why have the network status notification on the site if you're not gonna use it?
Click to expand...

Well that's part of it, we need the notification for urgent issues, like IPC outages or hosting maintenance notices (for example), so that we can quickly alert clients to urgent issues affecting their products. This kind of long term issue is not always best suited to that and may cause us not to effectively reach clients when there are urgent issues in between. Again, sometimes it's a case of "damned if you do, damned if you don't".
 
So while i'm waiting for a scan to complete, I decided to run the latest Zertop invention, "Is it my ISP" tool.
Changed to my AH account and jip it is my ISP.
Packet loss all around.
Tested my various other accounts and no packet loss.

@Zertop
Is it possible to include the instructions to run a trace route to the preferred site and add -h in the command, maybe 3 hops?
You can maybe make it 2 hops as most experience guys that run a modem and router will know how to execute ping anyhow, without resorting to your tool.

Let that display on the screen and the user can then see the relevant IP address?
Then it might be easier for noobs to get the exchange IP address?
 
AfriMan said:
Well that's part of it, we need the notification for urgent issues, like IPC outages or hosting maintenance notices (for example), so that we can quickly alert clients to urgent issues affecting their products. This kind of long term issue is not always best suited to that and may cause us not to effectively reach clients when there are urgent issues in between. Again, sometimes it's a case of "damned if you do, damned if you don't".
Click to expand...

I guess that makes sense.
 
Chevron said:
I guess that makes sense.
Click to expand...

It does indeed.

@afrihost
So maybe a mail to your clients would at least be something. If not for MYADSL, where would the business clients in the South Region know that you guys are waiting for Telkom?

Yesterday was the first time you guys admitted there was a problem but you have known about the IPC or lack thereof for ages.

I still think its a good product but if things go wrong rather let us know thats all Im getting at.
 
Anyone else in KZN notice latency has spiked?

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

1 <1 ms <1 ms <1 ms 10.0.0.2
2 9 ms 9 ms 9 ms 105-236-10-1-esr-lo.mtnbusiness.co.za [105.236.10.1]
3 120 ms 124 ms 122 ms ipc-recieve-ng-1a.mtnbusiness.net [41.181.201.14]
4 153 ms 146 ms 143 ms ng-mse-1--ng-cr-1-a.za.mtnns.net [196.44.27.68]
5 149 ms 141 ms 144 ms jh-cr-1.za--ng-cr-1.za.mtnns.net [196.44.31.176]
6 145 ms 146 ms 143 ms rb-cr-2.za--jh-cr-1.za.mtnns.net [196.44.0.43]
7 166 ms 148 ms 159 ms qux--rb-dca-2.za-b.za.mtnbusiness.net [41.181.165.119]
8 126 ms 119 ms 121 ms 196.30.1.39
9 133 ms 135 ms 130 ms tengigabitethernet1-1.gw21.jnb6.za.mtnbusiness.net [196.31.220.21]
10 132 ms 133 ms 135 ms tengigabitethernet5-1.hr16.jnb6.za.mtnbusiness.net [196.31.63.202]
11 139 ms 140 ms 145 ms vlan9.ah-ha-2.za.mtnbusiness.net [196.30.42.133]
12 143 ms 145 ms 139 ms cms-gm.afrihost.com [197.242.144.102]

Trace complete.
 
RoMark said:
So while i'm waiting for a scan to complete, I decided to run the latest Zertop invention, "Is it my ISP" tool.
Changed to my AH account and jip it is my ISP.
Packet loss all around.
Tested my various other accounts and no packet loss.

@Zertop
Is it possible to include the instructions to run a trace route to the preferred site and add -h in the command, maybe 3 hops?
You can maybe make it 2 hops as most experience guys that run a modem and router will know how to execute ping anyhow, without resorting to your tool.

Let that display on the screen and the user can then see the relevant IP address?
Then it might be easier for noobs to get the exchange IP address?
Click to expand...

Responded in thread :-)
 
Hummercellc said:
Anyone else in KZN notice latency has spiked?

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

1 <1 ms <1 ms <1 ms 10.0.0.2
2 9 ms 9 ms 9 ms 105-236-10-1-esr-lo.mtnbusiness.co.za [105.236.10.1]
3 120 ms 124 ms 122 ms ipc-recieve-ng-1a.mtnbusiness.net [41.181.201.14]
4 153 ms 146 ms 143 ms ng-mse-1--ng-cr-1-a.za.mtnns.net [196.44.27.68]
5 149 ms 141 ms 144 ms jh-cr-1.za--ng-cr-1.za.mtnns.net [196.44.31.176]
6 145 ms 146 ms 143 ms rb-cr-2.za--jh-cr-1.za.mtnns.net [196.44.0.43]
7 166 ms 148 ms 159 ms qux--rb-dca-2.za-b.za.mtnbusiness.net [41.181.165.119]
8 126 ms 119 ms 121 ms 196.30.1.39
9 133 ms 135 ms 130 ms tengigabitethernet1-1.gw21.jnb6.za.mtnbusiness.net [196.31.220.21]
10 132 ms 133 ms 135 ms tengigabitethernet5-1.hr16.jnb6.za.mtnbusiness.net [196.31.63.202]
11 139 ms 140 ms 145 ms vlan9.ah-ha-2.za.mtnbusiness.net [196.30.42.133]
12 143 ms 145 ms 139 ms cms-gm.afrihost.com [197.242.144.102]

Trace complete.
Click to expand...

This doesn't look good at all :(
Are you still seeing the high latency?
 
Hummercellc said:
Yip, it has been under 18ms all day and then it shot up to 130ms on average.
Nothing feels slower, just noticed when I Skyped the latency was a tad high....
Click to expand...

Very strange. Our graphs aren't reporting anything out of the ordinary :(
Could you drop me a PM with your DSL username please?
 
Hi Afrigy or Afriman or Afrigirl

I have logged the following ticket via the client zone ticket number #942-13402
Maybe its just the way south African ISP's work. I had the same issues with Openweb last year before i moved to you.
seems like paying more doesn't resolve anything.

**********************************************************

Hi guys.

I am really really getting upset with my business uncapped account.
I live in Cape town and it’s been up to **** for the last 3 weeks, right now I can’t even stream YouTube videos without it buffering.

I read on MyBroadband that the IPC needs to be upgraded, Now, I am paying almost one grand for this connection that has sucked.
I am trying to live with it but what grinds me is that there is no notification on the status page of your website. The status is your battle fronts are all under control.
WTF is it green for ?

You are not delivering what I am paying for, and I want to cancel my uncapped account, but because I am not getting what I am paying for I do not want one months notice.
I’d prefer to move to another provider with immediate effect., how do I do this ?
I may come back when the southern regions are back to normal, as per MyBroadband’s posts your site does not really show an issue. But ffs there is a major issue.

Please don’t ask me to send stats and speed test etc as you will be wasting my time. I will take my money somewhere else.
How you keep winning the best IP award is beyond me.

To tell you the truth , this is the second time I have chopped and changed from Afrihost as my provider because of the exact same conditions.
I also have bronze servers hosted by you allocated to in the unstable I.S environment and a uncapped solution used at our office allocated to our Company Account.
I am in good mind to cancel all these services as you are becoming as bad as internet solutions.
Besides that Afrihost is not going to get any positive advice to use your services.

So Align your status page accordingly and stop showing all is green when it is not.
You will lose me privately and my company’s accounts.

I’m sending this email from my own private account as I have been able to mitigate the company's issues as best effort, but privately I expect More !!!!!
Please get you act together and notify accordingly , or ensure me that I can cancel my private account now and move on, as I am not happy with what I am paying for.

Regards
 
AfriMan said:
Well that's part of it, we need the notification for urgent issues, like IPC outages or hosting maintenance notices (for example), so that we can quickly alert clients to urgent issues affecting their products. This kind of long term issue is not always best suited to that and may cause us not to effectively reach clients when there are urgent issues in between. Again, sometimes it's a case of "damned if you do, damned if you don't".
Click to expand...

IPC shortage is DEFINITELY a major problem... AH is then at least admitting that there is a problem. It should then be followed up quickly with an ETA... This is how a professional, honest and transparent business SHOULD be run :wtf:
 
YeaNutz said:
Hi Afrigy or Afriman or Afrigirl

I have logged the following ticket via the client zone ticket number #942-13402
Maybe its just the way south African ISP's work. I had the same issues with Openweb last year before i moved to you.
seems like paying more doesn't resolve anything.

**********************************************************

Hi guys.

I am really really getting upset with my business uncapped account.
I live in Cape town and it’s been up to **** for the last 3 weeks, right now I can’t even stream YouTube videos without it buffering.

I read on MyBroadband that the IPC needs to be upgraded, Now, I am paying almost one grand for this connection that has sucked.
I am trying to live with it but what grinds me is that there is no notification on the status page of your website. The status is your battle fronts are all under control.
WTF is it green for ?

You are not delivering what I am paying for, and I want to cancel my uncapped account, but because I am not getting what I am paying for I do not want one months notice.
I’d prefer to move to another provider with immediate effect., how do I do this ?
I may come back when the southern regions are back to normal, as per MyBroadband’s posts your site does not really show an issue. But ffs there is a major issue.

Please don’t ask me to send stats and speed test etc as you will be wasting my time. I will take my money somewhere else.
How you keep winning the best IP award is beyond me.

To tell you the truth , this is the second time I have chopped and changed from Afrihost as my provider because of the exact same conditions.
I also have bronze servers hosted by you allocated to in the unstable I.S environment and a uncapped solution used at our office allocated to our Company Account.
I am in good mind to cancel all these services as you are becoming as bad as internet solutions.
Besides that Afrihost is not going to get any positive advice to use your services.

So Align your status page accordingly and stop showing all is green when it is not.
You will lose me privately and my company’s accounts.

I’m sending this email from my own private account as I have been able to mitigate the company's issues as best effort, but privately I expect More !!!!!
Please get you act together and notify accordingly , or ensure me that I can cancel my private account now and move on, as I am not happy with what I am paying for.

Regards
Click to expand...

I can fully understand and respect that you're upset :( We truly do believe, under the circumstances, we're providing our clients with the best possible experience at the moment - the additional capacity should be here shortly.

Around your cancellation, drop me a PM so we can chat on this. I'll do my best to arrange something for you.
 
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