Afrihost Business Uncapped Feedback

[requiem]

Critical care informs me there is a known international problem which Afrihost is trying to resolve with MTN.

I've been informed that the reason my account appears to be shaped is due to the international issues.

Why is this not posted on your DSL status page?

Surely you can't claim in public "Our DSL Broadband network is running like a bomb! Everything is copacetic and we’re good to GO!" and then tell your clients a different story on the phone????????????

 

[Rohan]

Critical care informs me there is a known international problem which Afrihost is trying to resolve with MTN.

I've been informed that the reason my account appears to be shaped is due to the international issues.

Why is this not posted on your DSL status page?

Surely you can't claim in public "Our DSL Broadband network is running like a bomb! Everything is copacetic and we’re good to GO!" and then tell your clients a different story on the phone????????????

I have also been told by them that MTN has a problem with international. Right now I am being shaped to 100kb/s on my 10m line. Does not matter if I reset the router, already tried that as it usually works. The issue is only on international. Local speeds are fine.

 

[Rickster]

Critical care informs me there is a known international problem which Afrihost is trying to resolve with MTN.

I've been informed that the reason my account appears to be shaped is due to the international issues.

Why is this not posted on your DSL status page?

Surely you can't claim in public "Our DSL Broadband network is running like a bomb! Everything is copacetic and we’re good to GO!" and then tell your clients a different story on the phone????????????

If you are so unhappy why dont you find another ISP?

 

[i.got~issues]

I have also been told by them that MTN has a problem with international. Right now I am being shaped to 100kb/s on my 10m line. Does not matter if I reset the router, already tried that as it usually works. The issue is only on international. Local speeds are fine.

I have had this issue on Afrihost Capped account since 19th July!

 

[requiem]

If you are so unhappy why dont you find another ISP?

You are diverting attention from the issue.

I paid a service provider for a service - they have not provided - The point of this thread is to share experience with them so everyone can know how many slip ups there are, which ISP's are behaving correctly etc.


Implying I should shut up and accept it because it works the best (when it works) is not on.

 

[DemonicBunnee]

If you are so unhappy why dont you find another ISP?

Thats exactly what a lot of us are going to do. Any suggestions? Or are you just a troll?

 

[Rickster]

You are diverting attention from the issue.

I paid a service provider for a service - they have not provided - The point of this thread is to share experience with them so everyone can know how many slip ups there are, which ISP's are behaving correctly etc.


Implying I should shut up and accept it because it works the best (when it works) is not on.

Should I remind you what happened to one of the AH members when he constantly complained? They banned him off their network because he just couldn't stop irritating them.


Try not to join the club.

 

[requiem]

Should I remind you what happened to one of the AH members when he constantly complained? They banned him off their network because he just couldn't stop irritating them.


Try not to join the club.

If the solution of Afrihost is to ban customers from their network for calling them out publicly for bad service they will not last long as an ISP.

It is not ok for any pressure to be put on a customer for asking these questions on a public forum.


I agree however there are two ways of doing this, which I am guilty of, freaking out and getting frustrated and swearing - obviously not on.

Your veiled threat is quite an indictment on them though.

 

[Rickster]

If the solution of Afrihost is to ban customers from their network for calling them out publicly for bad service they will not last long as an ISP.

It is not ok for any pressure to be put on a customer for asking these questions on a public forum.


I agree however there are two ways of doing this, which I am guilty of, freaking out and getting frustrated and swearing - obviously not on.

Your veiled threat is quite an indictment on them though.

If you want you can PM me your whole issue and I could give you my advice, maybe its a silly setting that is wrong.


I was just informing you that it might happen.

 

[AfriGuy]

If the solution of Afrihost is to ban customers from their network for calling them out publicly for bad service they will not last long as an ISP.

It is not ok for any pressure to be put on a customer for asking these questions on a public forum.


I agree however there are two ways of doing this, which I am guilty of, freaking out and getting frustrated and swearing - obviously not on.

Your veiled threat is quite an indictment on them though.

I can quite clearly see you're upset over this, but lets take a step back for a bit and sort this out amicably
Our Critical Care have all of your info, and I promise you, will come to a solution on this. I'm really sorry that the experience hasn't been great.

Around the international issues, we can't pick up any 100% concrete but have seen some similar queries on our end. This is being investigated with MTN. I need to stress though, that nothing is confirmed around this so it's definitely not a known issue. I also understand that a credit has been offered for your package.

We do not "ban clients off our network" because they query accounts or ask us questions.

Going forward though, while I know it's extremely frustrating, is to talk it about in a level headed, civil manner. We'll come to a resolution, we always do

 

[requiem]

I can quite clearly see you're upset over this, but lets take a step back for a bit and sort this out amicably
Our Critical Care have all of your info, and I promise you, will come to a solution on this. I'm really sorry that the experience hasn't been great.

Around the international issues, we can't pick up any 100% concrete but have seen some similar queries on our end. This is being investigated with MTN. I need to stress though, that nothing is confirmed around this so it's definitely not a known issue. I also understand that a credit has been offered for your package.

We do not "ban clients off our network" because they query accounts or ask us questions.

Going forward though, while I know it's extremely frustrating, is to talk it about in a level headed, civil manner. We'll come to a resolution, we always do

Afriguy. I do not want a credit. I'm not complaining to get money or freebies.

So you are saying Critical Care were incorrect when they told me there is a known problem?


Now this is what upsets me, each employee tells me a different story, then goes home, and the next day a different person with a different story.

 

[AfriGuy]

Afriguy. I do not want a credit. I'm not complaining to get money or freebies.

So you are saying Critical Care were incorrect when they told me there is a known problem?


Now this is what upsets me, each employee tells me a different story, then goes home, and the next day a different person with a different story.

I'm not saying you're after any money, I'm just saying that we need to work together in a civil manner to get this sorted out.
Around the international issue, I mentioned above that we've seen one or two previous queries about this. While it's an issue that we're talking to MTN about - it's by no means a confirmed, "affecting everyone" type issue.

Please complete any/ all tests and communicate with our Critical Care team so we can get to the bottom of this.

 

[Cynicster]

Around the international issue, I mentioned above that we've seen one or two previous queries about this. While it's an issue that we're talking to MTN about - it's by no means a confirmed, "affecting everyone" type issue.

http://imgur.com/Y34t44p
This is a screenshot I sent your customer care team 3 months ago (as can be seen by the upload date on Imgur); MTN has been having issues even before that and you're telling us this isn't confirmed yet? What more proof do you need when a network has an internal local spike of 200ms?

The months before Afrihost joined MTN's network were glorious but since then the service has been appalling. This is one of the reasons I dropped them as my provider.

 

[Rickster]

I'm not saying you're after any money, I'm just saying that we need to work together in a civil manner to get this sorted out.
Around the international issue, I mentioned above that we've seen one or two previous queries about this. While it's an issue that we're talking to MTN about - it's by no means a confirmed, "affecting everyone" type issue.

Please complete any/ all tests and communicate with our Critical Care team so we can get to the bottom of this.

Can you not erase his account and give him a new one? Maybe the current one is "buggy".

 

[JesseG]

http://imgur.com/Y34t44p
This is a screenshot I sent your customer care team 3 months ago (as can be seen by the upload date on Imgur); MTN has been having issues even before that and you're telling us this isn't confirmed yet? What more proof do you need when a network has an internal local spike of 200ms?

The months before Afrihost joined MTN's network were glorious but since then the service has been appalling. This is one of the reasons I dropped them as my provider.

I have the same problem ,internal high latency, been working with critical care now for nearly 2 months, still hasn't been sorted out, been sending them tracert's for days....Just wish that this is sorted as I really don't want to move but I will if I have to...

 

[CataclysmZA]

I'm sending this to the feedback e-mail addy as well, but damn. Youtube buffers on 480p and I'm the only one doing anything on the network at home. Is this related to the two issues causing a medium impact on the network?

 

[giggity]

Things are working fine for me. Getting just below advertised speeds, no lag spikes in games and streaming is working like a charm. *Touches wood*

EDIT: I still wonder, though, why with Afrihost on MTN's "fast fibre network" that the pings are higher than that of Telkom. Really bums me out -- literally the only thing Telkom has an advantage on.

 

[Rohan]

Still getting 1m speeds on international on my 10m line. Web Africa is running full speed. Not getting any real answers from critical care except there are issues on the MTN network but they need to prove it to MTN? Local speeds are not affected at all. I really hope you are not starting to shape the business accounts like Axxess is now doing.

 

[MrGray]

Still getting 1m speeds on international on my 10m line. Web Africa is running full speed. Not getting any real answers from critical care except there are issues on the MTN network but they need to prove it to MTN? Local speeds are not affected at all. I really hope you are not starting to shape the business accounts like Axxess is now doing.

Are you in the southern part of the country? Capped is not working properly at all in the Cape this evening (about 20% of line speed), so I assume that if capped is screwed, uncapped will be even worse.

 

[requiem]

Are you in the southern part of the country? Capped is not working properly at all in the Cape this evening (about 20% of line speed), so I assume that if capped is screwed, uncapped will be even worse.

That will be the experience for most users correct. The company line is that uncapped and capped work on exactly the same profile. The difference in user experience must be down to a line fault.


sarcasm aside, my account has been deteriorating the whole evening.