Afrihost Business Uncapped Feedback

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AfriGuy said:
requiem, please understand that we're doing our best to attend to your query.
I chatted to our team when you posted here, we let you know about the slow speed issues. If you feel we can deal with things in a better than we already are - rather PM me your concerns and I can address them with you personally.
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What choice do I have but to voice my concerns publicly.

Your Critical care department has made no change to my connection problems since last thursday - in fact it is now even worse.


How on earth can it be acceptable that I can show on ISP A - I get full speed. on ISP B - I get full speed. On AH Business Uncapped I get 10% of my line speed. Yet you/CC/support etc all claim there is ZERO SHAPING on my profile.
 
requiem said:
What choice do I have but to voice my concerns publicly.

Your Critical care department has made no change to my connection problems since last thursday - in fact it is now even worse.


How on earth can it be acceptable that I can show on ISP A - I get full speed. on ISP B - I get full speed. On AH Business Uncapped I get 10% of my line speed. Yet you/CC/support etc all claim there is ZERO SHAPING on my profile.
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As I said, we're communicating everything with you. Sorry if this is not what you expected - but if you have concerns you're welcome to PM me. I don't think it's very constructive hearing from our Critical Care team and then posting here. It causes a few communication loops and only makes troubleshooting longer.

We need to run through options with you and resolve it from there.
 
AfriGuy said:
I understand that you're upset about this, and you haven't had the best experience with us - but I feel a lot of what you've posted has already been covered.
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Yet you keep making excuses instead of owning up.

Let me give you an example: Apple's Maps.
No one can deny that this software service release was a major failure and they got massive heat for it. Did Apple (with much larger resources to "make things go away" than Afrihost) try brush it under the carpet by saying "not all our clients are having this issue", "we're investigating the issue" or "hopefully the service will improve"?
No, they apologised, owned up to the major failure and even went as far as telling their clients to use other products until they correct their mistake. This is how you handle a major stuff up properly.
 
Cynicster said:
Yet you keep making excuses instead of owning up.

Let me give you an example: Apple's Maps.
No one can deny that this software service release was a major failure and they got massive heat for it. Did Apple (with much larger resources to "make things go away" than Afrihost) try brush it under the carpet by saying "not all our clients are having this issue", "we're investigating the issue" or "hopefully the service will improve"?
No, they apologised, owned up to the major failure and even went as far as telling their clients to use other products until they correct their mistake. This is how you handle a major stuff up properly.
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I think I've admitted that things aren't ideal before - not trying to say that things are going smoothly. They aren't. But at the same time, we're working hard on a resolution.
 
requiem said:
What choice do I have but to voice my concerns publicly.

Your Critical care department has made no change to my connection problems since last thursday - in fact it is now even worse.


How on earth can it be acceptable that I can show on ISP A - I get full speed. on ISP B - I get full speed. On AH Business Uncapped I get 10% of my line speed. Yet you/CC/support etc all claim there is ZERO SHAPING on my profile.
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I just wanna jump in here to say that it's obviously your right to voice your dissatisfaction. Whether that has any bearing on getting the issue resolved is another story. We've been working with you and will continue to work with you to try to resolve the issue and I think that is also worth noting in your comments to be completely fair.

I also think that there are many options in between what you have drawn from A to B. Shaping and contention are two very different issues and ultimately looking for one where the other is at fault is not going to yield very positive results.
 
AfriGuy said:
As I said, we're communicating everything with you. Sorry if this is not what you expected - but if you have concerns you're welcome to PM me. I don't think it's very constructive hearing from our Critical Care team and then posting here. It causes a few communication loops and only makes troubleshooting longer.

We need to run through options with you and resolve it from there.
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NO.

THEY ARE NOT.

In how many different ways, languages, methods do I need to say - THEY ARE NOT COMMUNICATING ANYTHING EXCEPT TO SAY "WE WILL LET YOU KNOW WHEN IT IS FIXED".
 
AfriMan said:
I just wanna jump in here to say that it's obviously your right to voice your dissatisfaction. Whether that has any bearing on getting the issue resolved is another story. We've been working with you and will continue to work with you to try to resolve the issue and I think that is also worth noting in your comments to be completely fair.

I also think that there are many options in between what you have drawn from A to B. Shaping and contention are two very different issues and ultimately looking for one where the other is at fault is not going to yield very positive results.
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So your network is congested and therefore I am receiving a constant 10% of my speed I am paying for?

VS.

My account is being shaped and I receive a constant 10% of my speed I am paying for?


Which do you think is more likely?
 
requiem said:
NO.

THEY ARE NOT.

In how many different ways, languages, methods do I need to say - THEY ARE NOT COMMUNICATING ANYTHING EXCEPT TO SAY "WE WILL LET YOU KNOW WHEN IT IS FIXED".
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Please PM me with the email trail so far, I'd like to look at this in detail with you and work towards a civil resolution.

From what I can see today, we'll let you know when the slow speeds from today will be fixed. Not your overall query.
 
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requiem said:
So your network is congested and therefore I am receiving a constant 10% of my speed I am paying for?

VS.

My account is being shaped and I receive a constant 10% of my speed I am paying for?


Which do you think is more likely?
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Again requiem, this is what our testing needs to conclude.
Please PM me further so we can work towards a resolution.
 
requiem said:
So your network is congested and therefore I am receiving a constant 10% of my speed I am paying for?

VS.

My account is being shaped and I receive a constant 10% of my speed I am paying for?


Which do you think is more likely?
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I can understand that from your perspective you may see similar behaviour but there is a big distinction in the practical application and also going about addressing the issue.
 
AfriMan said:
I can understand that from your perspective you may see similar behaviour but there is a big distinction in the practical application and also going about addressing the issue.
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If My car engine fails because it was built badly or it was designed badly, the engine needs to be replaced.
 
AfriMan said:
I also think that there are many options in between what you have drawn from A to B. Shaping and contention are two very different issues and ultimately looking for one where the other is at fault is not going to yield very positive results.
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I'm pretty sure that Requiem already mentioned that as soon as he switches over to another ISP he no longer has issues. Now please explain this to me: how could this then be a contention issue? Let me know if you need me to use crayons to make this any clearer.

Lame attempt AfriMan.
 
Cynicster said:
I'm pretty sure that Requiem already mentioned that as soon as he switches over to another ISP he no longer has issues. Now please explain this to me: how could this then be a contention issue? Let me know if you need me to use crayons to make this any clearer.

Lame attempt AfriMan.
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He has, and this is what our team are troubleshooting with him directly.
 
Cynicster said:
I'm pretty sure that Requiem already mentioned that as soon as he switches over to another ISP he no longer has issues. Now please explain this to me: how could this then be a contention issue? Let me know if you need me to use crayons to make this any clearer.

Lame attempt AfriMan.
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Quite the opposite... to me this points to a lack of bandwidth/IPC provision problem. Our so-called uncapped/unshaped accounts are being "MANAGED". No doubt to "improve the overall experience of all users" - INNIT????
 
cortexenslaver said:
Quite the opposite... to me this points to a lack of bandwidth/IPC provision problem. Our so-called uncapped/unshaped accounts are being "MANAGED". No doubt to "improve the overall experience of all users" - INNIT????
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No shaping/ throttling or anything else happens on our Business accounts - I promise :)
 
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