Also still massive packet loss/lag on BF4 yesterday, and not just me a few of my friends as well! So after months of promises nothing has gotten better. I wonder if all the Afripeople are politicians? Over promising and under deliver!
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Afrihost Capped ADSL Feedback (MTN) - New beginning
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Morning Guys
I can see a few people reporting poor speeds and latency from the South last night. I definitely saw a big increase between 8pm and 10pm on my reports, so that's consistent with the high demand we saw on the network. Our technical team have all the info and will hopefully be able to make more changes to improve performance during that peak window.
I totally understand the comments made here, we know your internet experience during that time is not what it should be and we need to do more to get that back to what we all expect
I can see a few people reporting poor speeds and latency from the South last night. I definitely saw a big increase between 8pm and 10pm on my reports, so that's consistent with the high demand we saw on the network. Our technical team have all the info and will hopefully be able to make more changes to improve performance during that peak window.
I totally understand the comments made here, we know your internet experience during that time is not what it should be and we need to do more to get that back to what we all expect
The North should definitely be performing decently. I tested my own line last night and was getting great speeds, especially on P2P which has been poor of late. So I'm not sure why you wouldn't be seeing the same. Demand was high but not in excess of what we generally expect at that time
I totally understand your comments and I hope don't mind that I do reply.
I think you've obviously been reading through the comments, so I don't want to give you information you already have. We would definitely like to keep our clients happy and address their issues, and I hope that when things cool down you will feel open to chatting to me.
On the back end, we are definitely working on this and doing everything possible to provide the best experience we can. We'll keep working really hard at this to make more progress towards the great internet we know our network is capable of
On the back end, we are definitely working on this and doing everything possible to provide the best experience we can. We'll keep working really hard at this to make more progress towards the great internet we know our network is capable of
Then buy some more IPC capacity so that you can meet the demand.
We have listened to all kinds of technical excuses for months but still nothing has changed, yet the symptoms are identical to last year when you reluctantly bought more IPC and blamed Telkom for not delivering on time.
You may well have a problem with your network management system as claimed, but that is a long term solution. In the interim, buy IPC and put out the fires, then start letting your network gurus play with their toys in their time, not ours.
We pay for service, not excuses.
If Telkom have slashed the IPC cost, and you still have no intention of upgrading the South, then I think it is time for the users to migrate back onto the IS network.
Sadly, Afrihost can't go back to IS, but we can.
I understand what you are saying, but buying IPC is a long terms solution, definitely not something you do to put out a fire. It's simply not practical to lay out that amount of cash without the right process, but also not a quick solution for that additional capacity to be delivered. I don't doubt that adding a ton of IPC will make some of the problems go away, but with it will come other problems related to finance and sustainability. After all, we want to stay in business to continue offering services at a good price. If we aren't able to do that, I think consumers will suffer without having Afrihost's innovation and client service focus disrupting the market.
I can understand if you're not interested in those topics, and I wouldn't blame you if that was your stance. But as a business going forward, we have a responsibility to our clients, our team and our partners to make sound business decisions that move us all forward.
The North should definitely be performing decently. I tested my own line last night and was getting great speeds, especially on P2P which has been poor of late. So I'm not sure why you wouldn't be seeing the same. Demand was high but not in excess of what we generally expect at that time
Yeah well unfortunately my line was running up to crap look at the reports I posted on the previous page from last night. High latency, slow speeds and non existent iOS downloads, same thing I've been reporting on for over a month. So personally I've see no improvements on the network that you speak of.
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Do you still have the test account details that I PM'ed you awhile ago? Would you mind quickly seeing if there is any difference with that account at the moment.
Do you still have the test account details that I PM'ed you awhile ago? Would you mind quickly seeing if there is any difference with that account at the moment.
Can only check it later tonight. When my account starts playing up again I will change over to that account and give feedback.
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Much appreciated!
RogueTr00per
Honorary Master
Hi Afri-people, if I cancel my AH managed 2mbps line, is it the normal 48 hours to take effect and then the line is cancelled? I moved and no longer require ADSL at the old premises.
And I suppose you would suggest doing this at the end of the month by the 24th as there is no refund given for the remaining days in the calendar month?
And I suppose you would suggest doing this at the end of the month by the 24th as there is no refund given for the remaining days in the calendar month?
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Generally, we will need to receive the cancellation before the 25th of the current month, and it will then take affect from the end of the current month. It will take 48 to 72 hours to process the deactivation of the ADSL line.
If you are no longer using the ADSL however, you just need to request the cancellation from your ClientZone so long, then send me a PM with your ADSL line number so that I can process it immediately for you.
So your business decision for the South is that it is not Economically Viable to to provide the same service as you do in the North?
Your responsibility to your clients goes a lot further than letting the load balance itself as the older customers loose patience and leave, freeing up capacity to bring in new clients.
You owe it to everybody to provide the same service levels in the South as you do in the North, not teat the South as a profit centre to subsidise the North for the sake of PR.
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That's definitely not the case. Our Users in the North and South have largely different usage patterns and usage habits to those in the North. One region by no means subsidies another region. It is of the utmost importance for us to ensure that each of our Users has the best possible experience possible. And I agree, things in the South can definitely be better, and we are pushing hard to make sure there is a more consistent experience for all of our users.
Would it be fair to say then that your capacity planning is based on demand during the business day?
Is it also the case that, unlike the North, demand in the South peaks in the evenings rather than during business hours?
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I think that is actually a very fair and accurate summation of the issue at hand, and we're doing our utmost to come to grips with this difference between the two regions and how we can accommodate all of our Users.
Hi,
I am a Afrihost South user (CTN) and I can no longer keep quiet...
I have been an Afrihost customer for nearly 5 years, I was a client when they were still using IS as their upstream provider. The service was superb.
Afrihost then moved to MTN, they went from hero to zero. I actually voiced my dissatisfaction knowing it was a bad move, but I decided to give them the benefit of the doubt....
But then - Network outages, packet loss, slow speeds. The proverbial devils trifecta for the average DSL user.
I cringe at the thought of logging a ticket with your support, I know the pains that come with it.
I am a senior network specialist and consultant so I know a thing or two about networking, so I try to explain the issue as best I can when logging a call and I make a point of proving that the issue is not with Telkom or my home setup before I log a call. I do this in order to not waste your support teams time with erroneous support tickets.
When I do log a call the reply I get, is either the ubiquitous corporate call centre copy and paste answer which addresses your issue in no shape or form, or they completely misunderstand your problem because they;
A. Haven't been adequately trained to handle tier 1 support queries.
B. Fail to read and understand the problem.
C. Assume that every customer has just learned for the first time on how to switch a PC on and their problem is most likely they haven't flicked the switch on the router to the "ON" position.
It's annoying.
So eventually I grew tired of this and moved to a capped product and was promised "Pure Internet Joy". Couldn't be further from the truth. It was the same if not worse than the uncapped product.
I frequently have high latency, 100ms + to local servers. Speeds are poor. Packet loss is rife. I have colleagues/friends/family with Afrihost and Axxess accounts (all CTN based), so when I experience said issues, I normally reach out to them and the conversation goes something like this;
Me: "Hey, Are you having issues with your internet???"
Person: "Yeah man, it's damn terrible, you too?"
Me: "Yep, its MTN again
So I notify the Afrihost support desk and explain to them that if I use another ISP's account, I have no issues. I have also contacted your other customers and they are having the same issues in the south region.Hint Hint.
The reply is, no no - it must be a Telkom issue on your line.
I am in the middle of a large FTP upload and without informing me, the Afrihost agent decides to reset my line because it must be a Telkom issue.
Deep breaths.
I was then asked to rate the level of service via SMS, I gave it a 3/10. I received a SMS reply apologising for the poor service and someone will be in contact with me shortly to discuss. That was over a week ago and no one has called. I actually don't want to talk to anyone at Afrihost about it - I have read enough of Gian's grovelling sorrowful emails and how you the customer are the embodiment of Afrihosts fundamental drive. (Ok, I made the last bit up, but this is the essence of the Afrihost marketing gumf that we are subjected to.)
The Gallo Manor outage is the cherry on the cake, I have servers, lots, not hosted with MTN (I have some foresight) and if my provider was down for 12 hours +. It's au revoir.
MTN are crying its load shedding's fault, yet load shedding has been around since 2008 now its a problem all of a sudden? Why have none of the other 100's of Datacentre operators had an issue?
Anyway, I have drifted off topic, but i am just trying to paint the backdrop.
TL;DR
Afrihost used to be good.
Afrihost are not good anymore.
I am not the only one saying this.
You have lost ISP of the year in 2015, I would be shocked if you managed to get it in 2016.
Your vendor lost an entire Data Centre and blame everything else besides inadequate redundant infrastructure.
You defend them like its a mantra, because they own you and you actually have no choice or recourse to now move your services elsewhere.
I am a Afrihost South user (CTN) and I can no longer keep quiet...
I have been an Afrihost customer for nearly 5 years, I was a client when they were still using IS as their upstream provider. The service was superb.
Afrihost then moved to MTN, they went from hero to zero. I actually voiced my dissatisfaction knowing it was a bad move, but I decided to give them the benefit of the doubt....
But then - Network outages, packet loss, slow speeds. The proverbial devils trifecta for the average DSL user.
I cringe at the thought of logging a ticket with your support, I know the pains that come with it.
I am a senior network specialist and consultant so I know a thing or two about networking, so I try to explain the issue as best I can when logging a call and I make a point of proving that the issue is not with Telkom or my home setup before I log a call. I do this in order to not waste your support teams time with erroneous support tickets.
When I do log a call the reply I get, is either the ubiquitous corporate call centre copy and paste answer which addresses your issue in no shape or form, or they completely misunderstand your problem because they;
A. Haven't been adequately trained to handle tier 1 support queries.
B. Fail to read and understand the problem.
C. Assume that every customer has just learned for the first time on how to switch a PC on and their problem is most likely they haven't flicked the switch on the router to the "ON" position.
It's annoying.
So eventually I grew tired of this and moved to a capped product and was promised "Pure Internet Joy". Couldn't be further from the truth. It was the same if not worse than the uncapped product.
I frequently have high latency, 100ms + to local servers. Speeds are poor. Packet loss is rife. I have colleagues/friends/family with Afrihost and Axxess accounts (all CTN based), so when I experience said issues, I normally reach out to them and the conversation goes something like this;
Me: "Hey, Are you having issues with your internet???"
Person: "Yeah man, it's damn terrible, you too?"
Me: "Yep, its MTN again
So I notify the Afrihost support desk and explain to them that if I use another ISP's account, I have no issues. I have also contacted your other customers and they are having the same issues in the south region.Hint Hint.
The reply is, no no - it must be a Telkom issue on your line.
I am in the middle of a large FTP upload and without informing me, the Afrihost agent decides to reset my line because it must be a Telkom issue.
Deep breaths.
I was then asked to rate the level of service via SMS, I gave it a 3/10. I received a SMS reply apologising for the poor service and someone will be in contact with me shortly to discuss. That was over a week ago and no one has called. I actually don't want to talk to anyone at Afrihost about it - I have read enough of Gian's grovelling sorrowful emails and how you the customer are the embodiment of Afrihosts fundamental drive. (Ok, I made the last bit up, but this is the essence of the Afrihost marketing gumf that we are subjected to.)
The Gallo Manor outage is the cherry on the cake, I have servers, lots, not hosted with MTN (I have some foresight) and if my provider was down for 12 hours +. It's au revoir.
MTN are crying its load shedding's fault, yet load shedding has been around since 2008 now its a problem all of a sudden? Why have none of the other 100's of Datacentre operators had an issue?
Anyway, I have drifted off topic, but i am just trying to paint the backdrop.
TL;DR
Afrihost used to be good.
Afrihost are not good anymore.
I am not the only one saying this.
You have lost ISP of the year in 2015, I would be shocked if you managed to get it in 2016.
Your vendor lost an entire Data Centre and blame everything else besides inadequate redundant infrastructure.
You defend them like its a mantra, because they own you and you actually have no choice or recourse to now move your services elsewhere.
Last edited:
kohlhtor
Expert Member
A nother funny responce fro crtical Care after 4 Weeks
Hi Thorsten
Pranav here from Afrihost Critical Care.
I have spoken with our network engineers whose running the tests on the network and they
say the tests are still continuing but they cannot tell how long its going to take.
I'll update you again once I have more information.
Have a great day and please let me know if I can help with anything else!
Warm regards
Pranav
Afrihost - Pure Internet Joy!
Hi Thorsten
Pranav here from Afrihost Critical Care.
I have spoken with our network engineers whose running the tests on the network and they
say the tests are still continuing but they cannot tell how long its going to take.
I'll update you again once I have more information.
Have a great day and please let me know if I can help with anything else!
Warm regards
Pranav
Afrihost - Pure Internet Joy!
kohlhtor
Expert Member
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