Afrihost Business Uncapped Feedback

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Yep!

See you on the 10th... Either we'll debate the lack of the promised IPC upgrades, or we'll debate the refunds. Either way, this isn't over yet... :whistle:
 
AfriMan said:
Again - Guys, this is clearly not what the rest of the forum/thread wants to talk about. A moderator has already posted a warning, and I don't think that getting the thread shut down or getting banned is going to be in anyone's interests. Clearly complaints from forum members are being lodged with MyBB about this, so please either take this offline, or take a breather.
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Yes, I have made a complaint.
 
Wackyza said:
I think you should rather talk about options to make the client happy. Even if it might cost you something (something you have or something you have to purchase)

You states "they're not willing to accept any other offered solution. ". I don't know what you mean by this because up until now you have not provided any form of solution. The only thing you stated was wait till 10th. So saying I am offering you the solution to wait till the 10th and if you not willing to do that then I am going to force you to take "the easy way" in the form of cancellation is a bit odd.

I have in all of this not rooted for any bad behavior. I am the last person enjoying the fact that people are having a go at you and Afrihost. I have however throughout this public conversation rooted for Afrihost to come to the table with a solution that will benefit the client, as you have not been able to provide the correct service due to Telkoms slacking and/or financial commitments. The client hasn't stopped paying. Therefor you cannot get upset if the client is not willing to give you the benefit of the doubt. It has been several months now so I can understand if people arent willing to do that anymore. You should give the client the benefit of the doubt.

Like I said before, I trust you will make the right decision in the end because I have always believe Afrihost is on the right track in terms of Internet in South Africa. In my opinion up until recently you have blown all other ISP's out of the water. Give me a reason to keep believing that.

:)
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I appreciate the spirit that you're bringing this up and I guess it's pretty hard to see a way forward sometimes. I think there was also some things said offline that further led to this outcome - but I think that's best left private.

What I do think is that when a solution is not possible, then all we have left is information and we've done our best to provide transparent feedback with whatever information we have. When I've asked for trust, it's simply to say that we are doing what is possible with the resources we have. I've been open to alternative suggestions and those that are actionable have been sent up the chain. Those that are not - I've been very clear about why they won't be practical, as honestly as I can.

This forum is about a conversation, like we're having now. We're talking, we're coming up with ideas, we're talking so that you know that I'm here to listen and help where I can, or to inform where I can't fix something right away. When the conversation breaks down, then that starts to harm both parties, and anyone who's caught in the crossfire. I don't think that's cool - but I'm always open to learning and doing better in the future.
 
AfriMan said:
I appreciate the spirit that you're bringing this up and I guess it's pretty hard to see a way forward sometimes. I think there was also some things said offline that further led to this outcome - but I think that's best left private.

What I do think is that when a solution is not possible, then all we have left is information and we've done our best to provide transparent feedback with whatever information we have. When I've asked for trust, it's simply to say that we are doing what is possible with the resources we have. I've been open to alternative suggestions and those that are actionable have been sent up the chain. Those that are not - I've been very clear about why they won't be practical, as honestly as I can.

This forum is about a conversation, like we're having now. We're talking, we're coming up with ideas, we're talking so that you know that I'm here to listen and help where I can, or to inform where I can't fix something right away. When the conversation breaks down, then that starts to harm both parties, and anyone who's caught in the crossfire. I don't think that's cool - but I'm always open to learning and doing better in the future.
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Why not open up what I said to you in a pm? I do not mind.
 
jeanres' posts seemed very abusive to me. There was really no need to be abusive to the reps. Express your dissatisfaction in a calm manner, state what you expect from the service and if the service doesn't meet those expectations then leave - AH doesn't hold a monopoly on ADSL accounts.
 
efitol said:
jeanres' posts seemed very abusive to me. There was really no need to be abusive to the reps. Express your dissatisfaction in a calm manner, state what you expect from the service and if the service doesn't meet those expectations then leave - AH doesn't hold a monopoly on ADSL accounts.
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If it came across as abusive then I apologise. I did not call them names, I did not attack them personally, all I said was that they are shafting their clients, and if that is seen as abuse, please accept my humble apologies.

They do however hold my static ip that is going to be a PITA to get changed on firewalls.
 
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Ye look. Its hard being a business and its hard being a consumer. I had a long hard think about this last night.

As a consumer you pay and expect to get what you pay for with your hard earned cash. As a business you feel the clients tend to forget that a CEO can sometimes be forced into a direction by a board of directors, investors, etc. I'm not saying that's definitely the case but my point is, there is always two sides to a story. I guess there needs to be more communication and more transparency. However, I get that for a business to run optimally complete transparency is not always possible. I only trust that the reasoning behind this move by Afrihost to hold out has its merits.

On a lighter note, I am definitely looking forward to the new IPC allocation. :)


AfriMan said:
I appreciate the spirit that you're bringing this up and I guess it's pretty hard to see a way forward sometimes. I think there was also some things said offline that further led to this outcome - but I think that's best left private.

What I do think is that when a solution is not possible, then all we have left is information and we've done our best to provide transparent feedback with whatever information we have. When I've asked for trust, it's simply to say that we are doing what is possible with the resources we have. I've been open to alternative suggestions and those that are actionable have been sent up the chain. Those that are not - I've been very clear about why they won't be practical, as honestly as I can.

This forum is about a conversation, like we're having now. We're talking, we're coming up with ideas, we're talking so that you know that I'm here to listen and help where I can, or to inform where I can't fix something right away. When the conversation breaks down, then that starts to harm both parties, and anyone who's caught in the crossfire. I don't think that's cool - but I'm always open to learning and doing better in the future.
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AfriMan said:
Sorry about that - The problem should be sorted now :)
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Resolved

UPDATE 07h00 8 April 2014 MTN and Telkom have restored the IPC capacity and DSL services in the North have returned to normal. Our engineers will continue to monitor the network for any further occurrence. We sincerely thank affected clients for their patience during the incident.

UPDATE 15h00 7 April 2014 We’ve confirmed with MTN that the latency on the network is due to a technical error on the North IPC, affecting only a small percentage of our capacity. Our engineers are now working with Telkom to resolve the fault, and normal performance will be restored as quickly as possible. We thank affected clients for their continued patience.

We are currently receiving reports of high latency in the North region (Johannesburg, Pretoria and other related areas). For affected clients this may also result in slow DSL speeds and some packet loss. Our engineers are currently investigating the cause of the problem, and we hope to resolve this very soon. We apologise to all affected clients for any inconvenience this may cause.
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Thanks for keeping me updated.
 
Wackyza said:
Ye look. Its hard being a business and its hard being a consumer. I had a long hard think about this last night.

As a consumer you pay and expect to get what you pay for with your hard earned cash. As a business you feel the clients tend to forget that a CEO can sometimes be forced into a direction by a board of directors, investors, etc. I'm not saying that's definitely the case but my point is, there is always two sides to a story. I guess there needs to be more communication and more transparency. However, I get that for a business to run optimally complete transparency is not always possible. I only trust that the reasoning behind this move by Afrihost to hold out has its merits.

On a lighter note, I am definitely looking forward to the new IPC allocation. :)
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I honestly believe that we always have our clients best interests at heart and that everything we do is driven by client service and giving our clients the best experience we can.

Definitely there are rules of business and there's always that aspect, but I believe we as a company try to stick to a set of values and we stick by that - even if it gets us into trouble. Valuing our clients is one of those values and I think we do try by every means to reflect that in what we do all the time.
 
Looney said:
The relationship breaks down because:

1) The client paid for a service and is not getting what he paid for.

2) The client wants to be compensated for the fact that he has not only paid for the abysmal account, but also paid for a backup account to use in the mean time.

3) Afrihost are not interested in offering compensation to the affected clients.

Of course the relationship will break down, the client is getting shafted and Afrihost are not willing to budge.

All Afrihost needed to do was simply offer the affected clients some sort of discount and NONE of this would have happened.

As mentioned before, the issue is not even the IPC anymore. We all know about the IPC issue and we're ok with that, we can wait it out, but we would like to know that Afrihost will compensate us for the affected period.
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DrJohnZoidberg said:
Anyone else having issues with the clientzone?
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ClientZone is loading normally for me. Can you not get in, or is the problem with a specific feature?
 
I don't want this to come across a abusive, but how am I supposed to run a business with this

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10Mbps business uncapped tested from Cape Town to Cape Town
 
jeanres said:
I don't want this to come across a abusive, but how am I supposed to run a business with this

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10Mbps business uncapped tested from Cape Town to Cape Town
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Been having same kind of issues but it depends on the speedtest server as well.. sometimes saix gives better speed tests ...sometimes mybroadband.all depends.. but i must say that is a bit very low for a 10mbps getting alot the same results... any news on the ipc upgrades???
 
skoenman said:
Been having same kind of issues but it depends on the speedtest server as well.. sometimes saix gives better speed tests ...sometimes mybroadband.all depends.. but i must say that is a bit very low for a 10mbps getting alot the same results... any news on the ipc upgrades???
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Happening by the 10th, hopefully...
 
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