Afrihost Capped ADSL Feedback (MTN) - New beginning

[ghostR]

Afripeeps, Something went very very wrong with your network last night.

 

[biometrics]

I need to do download stuff over NNTP today? Should I bother switching on my PC? In the south.

 

[biometrics]

Seems to be back to full speed.

 

[steel_dog]

To repeat what's been discussed already, we have a team that decides what gets posted. And it's based on factors, metrics and trends. I get that you want everything posted on the noticeboard, we try and keep it as concise as possible. I don't think you need to look at this as us trying to hide any issues from clients.

I'm battling the flu at the moment and will reply in full to AfriMan to my prior post, however here's my response to the above...
Every time you acknowledge an issue on this thread as "our team is working on", "we are aware", "we're seeing", that isn't a transient glitch, we all expect to see it reflected on the AH status board. If it's not reflected on there it, rightly or wrongly, creates the impression that myBB users are being managed as a different class of user - and I'm NOT complaining about this, it's highly appreciated, however surely the status board should be our GO TO source for problems and NOT this thread. I've personally had no choice but to use this thread because issues I experience are never reflected on the status board. According to the status board everything is peachy yet the situation plays out quite differently on this thread.
Again this is NOT a complaint about the service and responsiveness received here. It's great. Without it I would have already moved to another ISP.
The point I'm making is highlighted in Bold above.

 

[steel_dog]

This is pretty long... sorry.

I don't there is a conspiracy chances are that AfriGenie missed your post, unless you've been constantly posting the same question.

I'm not really into theories. I was simply pointing out that very direct questions were not acknowledged.
If it was missed this time around then fair enough. It has however been put out there before.
The first rule of customer service - acknowledge that you've noted the customers issue.
Thankfully my post hit the mark and we can begin talking about what's on the minds of your customers.

We can't give you a blanket commitment and no company would.

There's no expectation of an immediate resolution / commitment. As a customer I need to know that my issue is valid and is receiving attention or conversely is not valid and will thus not be receiving attention.

We know that there have been performance issues with the network but this is mostly limited to a 1 or 2 hour window in the evenings, otherwise we are seeing generally good performance on the network.

This isn't my reality. I don't count the hours. I count the times when the service isn't performing to expectation when I need to use it. I use the network for about 4 to 5 hours a day. This might be at anytime. Thing is I need it to be available, without issues, when I use it. If there's an issue during this period, regardless of duration, I count it.
I'm in IT. SLA violations are not measured by the duration (or time period) of the violation. 5mins or 5hours both constitute 1 violation.

I can't see any company issuing blanket refunds on that basis.

Blanket? No.
Some recompense? Yes.
Regarding "on that basis" - Am I to read into the response that the experiences being reported here are within acceptable limits for AH and don't thus necessitate recompense?

But if you're assertion is that we're pocketing the profits and turning a blind eye, you are totally off the mark there.

I don't believe I made any such assertion. Please re-read my post.
I nevertheless find your response interesting and wonder what prompted that particular line of thinking.
Are us myBB groupies such a tough bunch. Nah.. can't be.

We're pumping major resources into improving our network constantly, and that expense is not matched by growth in revenue.

No one ever said the ISP space was for the feint of heart. It's why I'm happy to buy the service than provide it.
CAPEX spend rarely results in short-term revenue growth. It's objective is long-term revenue growth.
Good times will return . The key is to retain a solid and loyal customer base during the growth phase.

We are always willing to spend to improve our client's experience. So I'm basically saying that there is no doubt that the fees our clients pay goes back into improving the network and providing them with the best experience possible.

Didn't expect anything less.

I totally appreciate your point about loyalty and I think I just want to re-iterate that we are loyal to our clients. We've made many decision based on our commitment to our clients - even when it doesn't make financial sense, whether it's capacity upgrades, dropping prices or continuing promotions like Double Data even when they cost the company quite a bit. Our clients put their faith in us, and that is a bond of trust. We also return that trust by taking a leap of faith knowing that they will support us when we do.

Dropping prices and double data promotions = marketing / value proposition = what got me hooked.
Capacity upgrades = maintaining operational stability / enabling larger customer base = what will keep me hooked.
Me keeping my service and regularly alerting AH to issues = customer loyalty.
Me driving these issues with AH rather than walking away = customer loyalty.
AH acknowledging issues and addressing vigorously = AH service commitment.
AH doing something for customers who have clearly been experiencing issues all the way back to the IPC woes of last year = AH loyalty.

Keen to see whether AH can do anything wrt the last point above.

Having said that my post was less about recompense and more about the frustration that triggered it - the view that those experiencing issues are in the minority, that things are running well, that those issues that are encountered are isolated. As I've said in a prior post - we just need to be kept in the loop. We accept that there are issues. We just need to know what's being done, when it will be done, and if it has been done (closeout).

A still loyal AH customer,
SD

 

[techead]

I realize that in the past ah was cheap per gb and that was the reason I stuck around so long. Chance after chance.

But now there are other options people. Any isp that resells is 1+9 accounts is gonna be a good option

 

[Mypro-D]

This is pretty long... sorry.


I'm not really into theories. I was simply pointing out that very direct questions were not acknowledged.
If it was missed this time around then fair enough. It has however been put out there before.
The first rule of customer service - acknowledge that you've noted the customers issue.
Thankfully my post hit the mark and we can begin talking about what's on the minds of your customers.


There's no expectation of an immediate resolution / commitment. As a customer I need to know that my issue is valid and is receiving attention or conversely is not valid and will thus not be receiving attention.


This isn't my reality. I don't count the hours. I count the times when the service isn't performing to expectation when I need to use it. I use the network for about 4 to 5 hours a day. This might be at anytime. Thing is I need it to be available, without issues, when I use it. If there's an issue during this period, regardless of duration, I count it.
I'm in IT. SLA violations are not measured by the duration (or time period) of the violation. 5mins or 5hours both constitute 1 violation.


Blanket? No.
Some recompense? Yes.
Regarding "on that basis" - Am I to read into the response that the experiences being reported here are within acceptable limits for AH and don't thus necessitate recompense?


I don't believe I made any such assertion. Please re-read my post.
I nevertheless find your response interesting and wonder what prompted that particular line of thinking.
Are us myBB groupies such a tough bunch. Nah.. can't be.


No one ever said the ISP space was for the feint of heart. It's why I'm happy to buy the service than provide it.
CAPEX spend rarely results in short-term revenue growth. It's objective is long-term revenue growth.
Good times will return . The key is to retain a solid and loyal customer base during the growth phase.


Didn't expect anything less.


Dropping prices and double data promotions = marketing / value proposition = what got me hooked.
Capacity upgrades = maintaining operational stability / enabling larger customer base = what will keep me hooked.
Me keeping my service and regularly alerting AH to issues = customer loyalty.
Me driving these issues with AH rather than walking away = customer loyalty.
AH acknowledging issues and addressing vigorously = AH service commitment.
AH doing something for customers who have clearly been experiencing issues all the way back to the IPC woes of last year = AH loyalty.

Keen to see whether AH can do anything wrt the last point above.

Having said that my post was less about recompense and more about the frustration that triggered it - the view that those experiencing issues are in the minority, that things are running well, that those issues that are encountered are isolated. As I've said in a prior post - we just need to be kept in the loop. We accept that there are issues. We just need to know what's being done, when it will be done, and if it has been done (closeout).

A still loyal AH customer,
SD

+8
Well said.

 

[i.got~issues]

Sigh

Getting a bit much now AH;

/meh

 

[Syco]

This is pretty long... sorry.


I'm not really into theories. I was simply pointing out that very direct questions were not acknowledged.
If it was missed this time around then fair enough. It has however been put out there before.
The first rule of customer service - acknowledge that you've noted the customers issue.
Thankfully my post hit the mark and we can begin talking about what's on the minds of your customers.


There's no expectation of an immediate resolution / commitment. As a customer I need to know that my issue is valid and is receiving attention or conversely is not valid and will thus not be receiving attention.


This isn't my reality. I don't count the hours. I count the times when the service isn't performing to expectation when I need to use it. I use the network for about 4 to 5 hours a day. This might be at anytime. Thing is I need it to be available, without issues, when I use it. If there's an issue during this period, regardless of duration, I count it.
I'm in IT. SLA violations are not measured by the duration (or time period) of the violation. 5mins or 5hours both constitute 1 violation.


Blanket? No.
Some recompense? Yes.
Regarding "on that basis" - Am I to read into the response that the experiences being reported here are within acceptable limits for AH and don't thus necessitate recompense?


I don't believe I made any such assertion. Please re-read my post.
I nevertheless find your response interesting and wonder what prompted that particular line of thinking.
Are us myBB groupies such a tough bunch. Nah.. can't be.


No one ever said the ISP space was for the feint of heart. It's why I'm happy to buy the service than provide it.
CAPEX spend rarely results in short-term revenue growth. It's objective is long-term revenue growth.
Good times will return . The key is to retain a solid and loyal customer base during the growth phase.


Didn't expect anything less.


Dropping prices and double data promotions = marketing / value proposition = what got me hooked.
Capacity upgrades = maintaining operational stability / enabling larger customer base = what will keep me hooked.
Me keeping my service and regularly alerting AH to issues = customer loyalty.
Me driving these issues with AH rather than walking away = customer loyalty.
AH acknowledging issues and addressing vigorously = AH service commitment.
AH doing something for customers who have clearly been experiencing issues all the way back to the IPC woes of last year = AH loyalty.

Keen to see whether AH can do anything wrt the last point above.

Having said that my post was less about recompense and more about the frustration that triggered it - the view that those experiencing issues are in the minority, that things are running well, that those issues that are encountered are isolated. As I've said in a prior post - we just need to be kept in the loop. We accept that there are issues. We just need to know what's being done, when it will be done, and if it has been done (closeout).

A still loyal AH customer,
SD

Brilliantly put and as one of the silent majority I applaud you for this posting. It covers what most of the 'silent majority' are feeling - particularly us down in the South. Surely unused bandwidth that we have PAID FOR and which we cannot use due to the ongoing poor service AH are giving at the moment could - no, SHOULD be rolled over! A gesture like that would certainly make me (and many others) re-consider cancelling after more than five years with AH. Once the problems are finally sorted out I would have no problem going back to the 'Terms and Conditions'.

 

[Aquiva]

Brilliantly put and as one of the silent majority I applaud you for this posting. It covers what most of the 'silent majority' are feeling - particularly us down in the South. Surely unused bandwidth that we have PAID FOR and which we cannot use due to the ongoing poor service AH are giving at the moment could - no, SHOULD be rolled over! A gesture like that would certainly make me (and many others) re-consider cancelling after more than five years with AH. Once the problems are finally sorted out I would have no problem going back to the 'Terms and Conditions'.

Another vote for this from me!

 

[tanka]

100mb line + Afrihost unshaped account
and I still can't stream Twitch at source
Edit: or high or medium

 

[pauljmelia]

This is pretty long... sorry.


I'm not really into theories. I was simply pointing out that very direct questions were not acknowledged.
If it was missed this time around then fair enough. It has however been put out there before.
The first rule of customer service - acknowledge that you've noted the customers issue.
Thankfully my post hit the mark and we can begin talking about what's on the minds of your customers.


There's no expectation of an immediate resolution / commitment. As a customer I need to know that my issue is valid and is receiving attention or conversely is not valid and will thus not be receiving attention.


This isn't my reality. I don't count the hours. I count the times when the service isn't performing to expectation when I need to use it. I use the network for about 4 to 5 hours a day. This might be at anytime. Thing is I need it to be available, without issues, when I use it. If there's an issue during this period, regardless of duration, I count it.
I'm in IT. SLA violations are not measured by the duration (or time period) of the violation. 5mins or 5hours both constitute 1 violation.


Blanket? No.
Some recompense? Yes.
Regarding "on that basis" - Am I to read into the response that the experiences being reported here are within acceptable limits for AH and don't thus necessitate recompense?


I don't believe I made any such assertion. Please re-read my post.
I nevertheless find your response interesting and wonder what prompted that particular line of thinking.
Are us myBB groupies such a tough bunch. Nah.. can't be.


No one ever said the ISP space was for the feint of heart. It's why I'm happy to buy the service than provide it.
CAPEX spend rarely results in short-term revenue growth. It's objective is long-term revenue growth.
Good times will return . The key is to retain a solid and loyal customer base during the growth phase.


Didn't expect anything less.


Dropping prices and double data promotions = marketing / value proposition = what got me hooked.
Capacity upgrades = maintaining operational stability / enabling larger customer base = what will keep me hooked.
Me keeping my service and regularly alerting AH to issues = customer loyalty.
Me driving these issues with AH rather than walking away = customer loyalty.
AH acknowledging issues and addressing vigorously = AH service commitment.
AH doing something for customers who have clearly been experiencing issues all the way back to the IPC woes of last year = AH loyalty.

Keen to see whether AH can do anything wrt the last point above.

Having said that my post was less about recompense and more about the frustration that triggered it - the view that those experiencing issues are in the minority, that things are running well, that those issues that are encountered are isolated. As I've said in a prior post - we just need to be kept in the loop. We accept that there are issues. We just need to know what's being done, when it will be done, and if it has been done (closeout).

A still loyal AH customer,
SD

Here! Here!

 

[Prodegy]

Well this is my last month at afrihost, I was one of the people sticking it out for the last 4-5 months with these packet loss and terrible pings every night in cape town. For the new people having these issues I have been posting for months I have sent HUNDREDS of tracerts screenshots you name it, side by side comparison tracerts from MULTIPLE isp's that are working fine and afrihost is not. Nothing has changed it has not improved either, it has not been fixed hell it took 3 months for them to admit it was a "capacity" problem and the website says everything is working green network status, even teamspeak 3 has 20% packet loss on afrihost tonight and guess what WA CW **** me even telkom accounts are working I tried them all.

I was quite an afrihost fan for years I got loads of people to sign on to, they will all be leaving as well the gaming community is big in this country and I am a part of a large group of them and you must be nuts to be on afrihost as a gamer in cape town try play ranked matches at this time you will be shocked at how bad it is, switch ISP and its all good and I just get told to send another tracert and after I do my ticket gets locked and I never hear from anyone again.

Here are some gamer threads from all over the country if you need fair warning about afrihost and gaming:

http://sagamer.co.za/forum/showthread.php?151263-Afrihost-Packet-Loss

http://mygaming.co.za/forum/showthread.php/43943-Warning-all-gamers-don-t-join-Afrihost

 

[Henri18]

Yeah at the moment huge amount of packet loss but the latency seems to be fine. Got 9-20ms which is perfect.

 

[AfriGuy]

I just hope they fix the South latency soon. My speed test showing i live in Bloemfontein heueheu.

Sorry to hear about the issues here Latency shouldn't have been spiking up like this, what's the experience like this morning?

 

[AfriGuy]

Seems to be back to full speed.

Glad things have normalised

 

[AfriGuy]

Sigh

Getting a bit much now AH;

/meh

Not great at all
Are you still seeing this, this morning?

 

[AfriGuy]

100mb line + Afrihost unshaped account
and I still can't stream Twitch at source
Edit: or high or medium

That's a little strange
I've tested two streams on Twitch before posting and it seems OK. Are you still having problems this morning?

 

[AfriGuy]

Yeah at the moment huge amount of packet loss but the latency seems to be fine. Got 9-20ms which is perfect.

The packet loss doesn't look great at all here
If things haven't normalised by now, drop me a PM and we can work through this.

 

[Davedes]

I think the problem people are trying to get across here is why is there so much inconsistency on the network? There are post like the ones above daily.

No good you guys testing 2 days after the complaint and saying everything looks fine now.

I'm still yet to receive that answer after a month of support tickets.