GarethY
Well-Known Member
That was posted weeks ago. And I don't even have an account with them. I think maybe get new glasses
Did you even read my post?
Exactly.
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Afrihost Business Uncapped Feedback
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Did you even read my post?
Exactly.
That's not how we view it - in that case we would never upgrade our IPC and we'd never allow clients to have the full run of the network when demand is low to get more financial gain.
Our intention is always to provide the very best experience and service to clients. I do believe that we put in our upgrade request in good time - at that stage we were still shaping very little - but no-one could anticipate this long a lead time for delivery. I also do believe that we're doing everything possible to ensure the best possible experience with the capacity we have.
It's definitely not our intention to take risks at our client's expense, or get away with anything. I've also always been open to reasonable suggestions that I can take to management to improve the experience.
GarethY
Well-Known Member
It seems to me that you've chosen to do something more middle of the road than that. i.e. Reap financial reward by selling loads of accounts, while upgrading capacity at a slightly slower rate than is required.
As a result of these shenanigans, I've had to buy a business account from WebAfrica and a business account from Axxess, both of which are equally useless, and will only be cancelled at the end of April. I'll never go back to MWeb, so am now having to contemplate getting two R1999pm platinum accounts from Openweb, just so I can use the internet again this month.
I am so ****ed off right now.
PurSpyk!!
Expert Member
I am not attacking you or any of the Afrihsot reps, as I understand that you are not the ones to set policies etc. What I do find extremely irritating as how last night I could only download at 50kb/s on Steam, put the pc into sleep mode, and this morning my download continued at 450kb/s.
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i.got~issues
Expert Member
Just what has "at that stage we were still shaping very little" and "allow clients to have the full run of the network when demand is low" got to do with my current Business Unshaped account? This should have no impact on the Business Unshaped Uncapped product, as it has been prioritised and thus charged more for over the bog, standard one.
Why am I paying more for a product I currently cannot use ?
Website promises one thing, experience delivers another.
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cortexenslaver
Senior Member
Shocking speeds... f***ing pathetic!
10MB Business Uncapped downloading at only 50kB/s via SSH!
So much for real-time and business protocols getting priority.... this is seriously hurting my business and the service I deliver to my clients! I can't solve faults remotely, because even TeamViewer is locking up and I have to close and restart the session.
1GB MWEB account works flawlessly with full speed, even in the middle of the day :wtf:
....who the hell is gonna compensate me for all the time and petrol I wasting to get things done? AND ALL OF THIS AT OVER R1000-00 per month?
....which they were very quick to take off my credit, if I might add
The other 10MB Home Uncapped we have has had an open billing ticket for the last 2 weeks, with NO response at all, for a mistake made by AH's billing department????? What kind of a 3-ring circus is this?
10MB Business Uncapped downloading at only 50kB/s via SSH!
So much for real-time and business protocols getting priority.... this is seriously hurting my business and the service I deliver to my clients! I can't solve faults remotely, because even TeamViewer is locking up and I have to close and restart the session.
1GB MWEB account works flawlessly with full speed, even in the middle of the day :wtf:
....who the hell is gonna compensate me for all the time and petrol I wasting to get things done? AND ALL OF THIS AT OVER R1000-00 per month?
....which they were very quick to take off my credit, if I might add
The other 10MB Home Uncapped we have has had an open billing ticket for the last 2 weeks, with NO response at all, for a mistake made by AH's billing department????? What kind of a 3-ring circus is this?
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The network status is green because we believe that the status is best used for more urgent issues that require notification. We can only use on status at a time - so if there is a DSL outage we will be severally hampered in getting information out to clients.
We do believe this upgrade should arrive shortly and we'll be able to separate IPC related issues from any general support issues
cortexenslaver
Senior Member
.... and THAT there is the problem! If AH doesn't believe that the issues in this thread and the Home Uncapped are serious enough to inform clients about, then it quite evident how WE ALL are viewed - nothing more than numbers here to service your needs.
It's called "service delivery", not "free money for AH".... We have ALL paid for the service.... NOW DELIVER! Stop selling more and giving away more... you are compounding the problem.
I don't think we've ever hid behind everything - I don't think I've ever used the phrase "best effort" except to refer to the phrase itself. We try to be sincere in our dealings with our clients, and I definitely try to do that personally here and in every interaction I have with clients. "Best effort' is a way of saying "too bad for you" and that's not what we're about.
Having said that, there are some problems that we can't solve, or have remedies for in the short term. I think we do what we can by being forthright and transparent about these issues - or I'd like to think we are.
I don't think we've chosen this path - we proactively put in our upgrade request - the reality is that even if we predicted that we'd wait the six months or so we've been waiting, there is not much we could do about it short of firing a ton of clients - and I think that's never worked out well for ISP's.
We believe the best policy is to be honest with clients, let them know what is going on and continue to work hard with what we have and be open to their suggestions and do what we can in the short term.
I totally understand - and I would never take offense as long as a client is sharing their experience and is also prepared to have a conversation about how they feel. I wish I could do more - and if there is something I can do, I will definitely do it for you.
Maybe we can chat more over PM about what options you have for the moment. Otherwise, please hold on just a little longer until we light up that extra IPC. I do believe we just days (maybe even hours) away from this
Seriously
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I totally understand - and I would never take offense as long as a client is sharing their experience and is also prepared to have a conversation about how they feel. I wish I could do more - and if there is something I can do, I will definitely do it for you.
Maybe we can chat more over PM about what options you have for the moment. Otherwise, please hold on just a little longer until we light up that extra IPC. I do believe we just days (maybe even hours) away from this
Fantastic!
We also offered mystery discounts to our Business clients, as I recall. But at the end of the day, when we don't need to shape - it means everyone is getting a good experience on the network
We do run our portion of the network differently, but we're on the same core network. It's also important to remember that not all clients are having the same experience, so it's possible that some of their clients will report differently. Many of our clients are also reporting great speeds and normal service despite the reports here.
A good line can never just last forever - lines degrade, exchanges become congested and there are many factors that could come into this.
We are aware that this is leaving a poor impression on existing clients and possibly potential clients - we promise we're doing everything possible to get this sorted out quickly with Telkom
We don't believe that changing the network status is going to have a meaningful impact - and in fact it may do more harm if there should be other, more urgent issues in the interim
savage
Expert Member
But - that's EXACTLY what we are getting. Too bad for you, we're out of IPC. You're stuck between a rock and a hard place until we eventually get our upgrade. Oh, and by the way, it's the end of the month, here's your invoice... What exactly, is sincere about that?
I don't care when you ordered the capacity, I don't care when you're going to light it up. What is Afrihost doing -RIGHT NOW- to apologize to me for your pathetic service (for what now, the last month and a bit?), what is Afrihost doing -RIGHT NOW- to give me the premium service that I pay for, and if I as a customer mean anything, what is Afrihost doing -RIGHT NOW- to ensure I remain with Afrihost as a ISP going forward? This issue reeks of a "I don't give a f..." attitude, and your support desk and how they deal with tickets (when they eventually do), compliments that attitude nicely I must add...
So Afrihost... What are you doing -RIGHT NOW- other than sitting there twiddling your thumbs waiting for Telkom to deliver?
We're not shaping Business (I assume you're on a Business account from the thread) but we are seeing some diminished throughput when demand is at it's peak at some points during the day. We expect this will be resolved as soon as our new capacity is lit up by Telkom
I've got your message in my Inbox - will get to it ASAP.
I totally understand, and I know how you must feel. I know that for some clients, like yourself, this is not the first time we've been in a situation like this together, but I promise you that we are just as anxious and determined to make sure that we get that extra capacity and deliver the service we should be. If it were simply a question of spending more or getting more people, we would definitely do this - but this is completely in Telkom's hands and we're literally on standby 24 hours for the moment they deliver on their side
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