Afrihost Business Uncapped Feedback

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Mypro-D said:
I cancelled my account.
I will be back once everything is up and running again as I really do enjoy Afrihost but I cannot pay full price for something that only works at 1/4.

So, I have left for now. BUT, if on the 10th or the 11th or whenever everything is back up to scratch. I will be back.
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Sorry to hear that. I'm sure it won't be more than a few days now for issues in the South to be resolved.

You should be able to reinstate your account easily in ClientZone.
 
jeanres said:
Seeing as you are giving everyone double bandwidth and so on, why not give your business customers 50% discount? I would be happy with that
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+1, and like the double bandwidth promos, this too shall not influence the overall rate of consumption on their network :twisted:.
 
jeanres said:
And yet again you are saying FU to your clients, we pay you, you give shocking service and not once did we get a "we are so sorry that we messed up" from you or any of the execs.

We are showing faith by fighting this and not just mass canceling. We have done our part.

We know that you guys are growing and need more capacity and staff, but why is this at the expense of your clients?

You say that you have your clients best interest in mind? Hell dude I am not seeing that, all I am seeing is you saying that you need capacity and then all will good.

It's like buying a car, that breaks down all the time, would you take a long trip in it? Not a moer, I don't want to be stuck in the Karoo at night because it broke down again. This is a common fault of Afrihost.

When you launched mobile data, the call center went belly up.

When you launched mystery bonuses and double bandwidth, your experience went belly up

I did not sign up for this, I signed up for a service that works, I am not getting that.
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I don't honestly believe that we screwed up here. If anything we were proactive, but unfortunately that didn't pay off in this instance. We ordered capacity nearly six months ago - we could never have predicted that we would have waited this long for it to arrive.

I think it's also important to zoom out a little and see it from a broader perspective. To us, the network is moving more data than ever. We're pushing a ton of traffic, and that's costing us a fortune. If the network was broken and no data was going through, it would be a different story. But that's not the case here. But we're taking a huge financial leap of faith by ordering more and more capacity. Remember that when we have under-utilised capacity like overnight, we still have to pay for that IPC - but we have to make guarantees to ensure that we can get more IPC for our peak times, rather than restructuring our products to force clients to use those times and maximise our profits.

Maybe the issue here is that our leaps of faith and trust are not in the public eye, and maybe we can do more to show things like how close to cost we price our data to ensure that our clients get the most value from the resources we have, or how often we even put money back into our offerings (the whole subsidised by marketing budget - totally true and happens more often than you think) to give clients as awesome deal and a great experience. We take those leaps of faith all the time, and I'm really glad our clients catch us every time.
 
Looney said:
You know what, you are right. I am speaking on behalf of every business customer. Whether they get the service they pay for or not, the principle still applies. Do yourself a favor and ask all your customers who have had terrible service if they want to be compensated. Then come back and tell me what the result was.

It is not my job to tell you how to do yours. I am the paying customer telling you what I (the paying customer) wants and expects.
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I always hate it when people ask me to "Do me a favour" - you never know what is going to come after that. Usually it's not a nice favour :)

I'm not asking you to do my job. But I would love to hear your suggestions. Without feedback or suggestions, I'm kind of stuck with what I come up with :(
 
AfriMan said:
I don't honestly believe that we screwed up here. If anything we were proactive, but unfortunately that didn't pay off in this instance. We ordered capacity nearly six months ago - we could never have predicted that we would have waited this long for it to arrive.

I think it's also important to zoom out a little and see it from a broader perspective. To us, the network is moving more data than ever. We're pushing a ton of traffic, and that's costing us a fortune. If the network was broken and no data was going through, it would be a different story. But that's not the case here. But we're taking a huge financial leap of faith by ordering more and more capacity. Remember that when we have under-utilised capacity like overnight, we still have to pay for that IPC - but we have to make guarantees to ensure that we can get more IPC for our peak times, rather than restructuring our products to force clients to use those times and maximise our profits.

Maybe the issue here is that our leaps of faith and trust are not in the public eye, and maybe we can do more to show things like how close to cost we price our data to ensure that our clients get the most value from the resources we have, or how often we even put money back into our offerings (the whole subsidised by marketing budget - totally true and happens more often than you think) to give clients as awesome deal and a great experience. We take those leaps of faith all the time, and I'm really glad our clients catch us every time.
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I did not read the whole post because you telling me it's costing you a fortune annoyed me. I don't care if it costs you billions give me the ****ing service I pay for
 
AfriMan said:
I've commented on this a few times. The additional bandwidth we gave away did not influence the overall rate of consumption. The upsurge in demand began mostly as Telkom starting upgrading lines at the end of last year.
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Yes, because rate of consumption was already 100%, but only let's say 5 hours a day, but now it's 10 hours a day for arguments sake, causing contention periods to be longer.
 
jeanres said:
I did not read the whole post because you telling me it's costing you a fortune annoyed me. I don't care if it costs you billions give me the ****ing service I pay for
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That's a pity. Pretty sure I read your whole post :(

I've given you all the information I have - it's up to you to decide what you want to do with that.
 
AfriMan said:
That's a pity. Pretty sure I read your whole post :(

I've given you all the information I have - it's up to you to decide what you want to do with that.
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All I am saying is, we do not care what the monthly cost of your network is, we care what we pay.
 
pXius said:
For the last 3 months I've been experiencing HORRIBLE p2p traffic and live streaming, spending hours with Afrihost and Telkom on the phone. Eventually I got to talk to a techie with half a brain which noticed shaping policies we're being enforced on my business line. Even though it did not show it client zone. No explanation as to how it happened. Shaping policies removed and line is back to full speed. Aside from the horrible latencies.
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Could you please let me know who you spoke to? I have been saying the same about my line for the last 2 months, but keep being told I am crazy, or that it is my line, or all of a sudden it's my high attenuation... this is after having NO problems on the line for year while it was with MWEB, and 3 months of flawless performance on 10MB AH Business. Now the speeds on P2P, NNTP and HTTP, go up and down like a yo-yo. The speeds are shocking and erratic from 08:00 till 19:00 every day.
 
wingnut771 said:
Yes, because rate of consumption was already 100%, but only let's say 5 hours a day, but now it's 10 hours a day for arguments sake, causing contention periods to be longer.
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No, because we upgraded people's cap, not their lines. Your capacity to consume in real time influences rate of consumption, not how much overall you can consume.

It wasn't a decision we took on a whim, we did a lot of calculation and our monitoring shows that there was no spike in overal consumption either in the South or any other region (which are not heavily contended) that would indicate this at all.
 
jeanres said:
All I am saying is, we do not care what the monthly cost of your network is, we care what we pay.
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I think it's important to understand each other, don't you think? I'm willing to see your point of view, but just want you to also see mine. Things look very different when you look at them from another perspective.

Just saying :)
 
AfriMan said:
I think it's important to understand each other, don't you think? I'm willing to see your point of view, but just want you to also see mine. Things look very different when you look at them from another perspective.

Just saying :)
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No the way I understand is that I pay for a uncapped unshaped business account and you take my money.

Its like buying a xbox off ebay, and only receiving a empty box :)
 
jeanres said:
No the way I understand is that I pay for a uncapped unshaped business account and you take my money.

Its like buying a xbox off ebay, and only receiving a empty box :)
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But that's not the case, because you can move data. If you've moved less than a GB in 7 days, I would say maybe yes. How much data have you moved this month? Out of interest.
 
AfriMan said:
But that's not the case, because you can move data. If you've moved less than a GB in 7 days, I would say maybe yes. How much data have you moved this month? Out of interest.
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Yes dude but its at a 10th of the speed. I pay for 10Mbps..... So because my line is effectively doing 2Mbps at most, please charge me for that.
 
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