Afrihost Capped ADSL Feedback (MTN) - New beginning

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can't believe everyone is still stuck talking to Afriman/Genie...as they clearly have got no clue as to when anything will get sorted out

just a note...I don't really give a **** as I moved to WebAfrica 2 days ago and couldn't be happier...

regardless...I'm still a paying customer till the end of this month...

So...if you guys (AfriMan/Genie) doesn't EVER know when what will be done to sort out this very obvious mess...why don't you get one of the higher ups to publicly apologize for this monumental ****up, and THEY can give a time frame on when they intend to have this mess sorted out. Maybe they can also explain why their network status page shows GREEN all the way...clearly HIDING their mess to the general public that might be in a position of shopping for a new ISP.

And while you're at it...please change the slogan on your site from "Pure Internet Joy" to "Poor Internet Joy"...shouldn't take long to do this and is MUCH closer to the truth!!
 
AntiGanda said:
Um, they don't know what the problem is. That's the first step.
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caroper said:
I think they know damn well what the problem is, it's MTN, the first step is admitting it.
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At this point the Team is pretty sure what the issue is, and now it is just a case of rectifying the issue, that time-frame however is what we're not sure of.

The moment I have an idea of what sort of time frame we're looking at I'm quite confident we'll be able to stick to it.
 
AfriGenie said:
At this point the Team is pretty sure what the issue is, and now it is just a case of rectifying the issue, that time-frame however is what we're not sure of.

The moment I have an idea of what sort of time frame we're looking at I'm quite confident we'll be able to stick to it.
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maybe this "team" shouldn't try and come up with new ideas to fix this problem...why don't you just copy the other ISP's that ARE working...they seem to know what they're doing..
 
SlowHands said:
can't believe everyone is still stuck talking to Afriman/Genie...as they clearly have got no clue as to when anything will get sorted out

just a note...I don't really give a **** as I moved to WebAfrica 2 days ago and couldn't be happier...

regardless...I'm still a paying customer till the end of this month...

So...if you guys (AfriMan/Genie) doesn't EVER know when what will be done to sort out this very obvious mess...why don't you get one of the higher ups to publicly apologize for this monumental ****up, and THEY can give a time frame on when they intend to have this mess sorted out. Maybe they can also explain why their network status page shows GREEN all the way...clearly HIDING their mess to the general public that might be in a position of shopping for a new ISP.

And while you're at it...please change the slogan on your site from "Pure Internet Joy" to "Poor Internet Joy"...shouldn't take long to do this and is MUCH closer to the truth!!
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I don't think that is quite called for. Any information that I receive comes straight from the Directors and our Dev Team, and the moment we have timeframe we will share that information.

We've been open about the issues with regards to latency that occurs, and why we've opted to not have a notice put up about it. I will happily arrange for a refund for this month if you are that disappointed with your account, I feel that is the least that I can do for you as a courtesy.
 
SlowHands said:
maybe this "team" shouldn't try and come up with new ideas to fix this problem...why don't you just copy the other ISP's that ARE working...they seem to know what they're doing..
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That would mean opting to throw our network infrastructure out of the window and jumping back to IS, which isn't a viable option at the moment. I really cannot go into specifics, but we're willing to do what needs to be done to get the performance our Clients expect.
 
I don't give 2 ****s about the money...and actually I DO think what I said was called for. So often everyone always tries to be "polite"...try not to be mean/harsh/say the wrong thing...THIS is why things are so messed up in this country...because the **** hits the fan and WE as the PAYING customers, are then expected to keep quiet and be eternally patient.

Did you actually believe and expect that no one should get upset with what's going on at the moment? Did you really...really think that?

Now don't get me wrong...I have absolutely nothing against you as a person (AfriMan/Genie)...I have a problem with the shoes you are filling. On the one hand you might know, you might not know what the actual problems are, but you're not allowed to share that with us...on the other hand you sort of HAVE to listen to us (paying and unhappy customers) complain due to poor or non-service.

I can go on...
 
AfriGenie said:
That would mean opting to throw our network infrastructure out of the window and jumping back to IS, which isn't a viable option at the moment. I really cannot go into specifics, but we're willing to do what needs to be done to get the performance our Clients expect.
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Points for enthusiasm

Problem is...it's been WEEKS that all the extra complaining started from so many different people. How long did AfriHost actually expect paying customers to be patient...are they seriously that daft?

...I go to a restaurant...they burn my steak...they (waiter) apologize profusely and I decide to pay them a visit again in future...maybe they sent the kitchen staff on proper training...OMW my steak is burnt again...waiters apologize like crazy again. I ask to see the chef or speak to the manager/owner...waiter doesn't make that happen

...you think I'll go back to that restaurant? You think I will praise that restaurant? ...or do you think I'll be totally honest if I'm being asked what do I think of this restaurant?
 
SlowHands said:
I don't give 2 ****s about the money...and actually I DO think what I said was called for. So often everyone always tries to be "polite"...try not to be mean/harsh/say the wrong thing...THIS is why things are so messed up in this country...because the **** hits the fan and WE as the PAYING customers, are then expected to keep quiet and be eternally patient.

Did you actually believe and expect that no one should get upset with what's going on at the moment? Did you really...really think that?

Now don't get me wrong...I have absolutely nothing against you as a person (AfriMan/Genie)...I have a problem with the shoes you are filling. On the one hand you might know, you might not know what the actual problems are, but you're not allowed to share that with us...on the other hand you sort of HAVE to listen to us (paying and unhappy customers) complain due to poor or non-service.

I can go on...
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It is my job to be here, on these Threads, to act as the bridge between the Higher-ups and everyone posting here. I'm here to help where I can, and to do what I can. I'm empowered by those Higher-ups to help in pretty much anyway that I can.

If you feel venting your anger will help, you are welcome to vent, all that I ask is that you at least then try to work with me in getting your issue resolved. Simply saying everyone should ignore the Reps here does not help anyone in anyway.
 
AfriGenie said:
It is my job to be here, on these Threads, to act as the bridge between the Higher-ups and everyone posting here. I'm here to help where I can, and to do what I can. I'm empowered by those Higher-ups to help in pretty much anyway that I can.

If you feel venting your anger will help, you are welcome to vent, all that I ask is that you at least then try to work with me in getting your issue resolved. Simply saying everyone should ignore the Reps here does not help anyone in anyway.
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But...we HAVE been helping...for WEEKS now!!!!!!! Look back in the pages...tracert upon tracert...endless "please do this" or "please do this again"...don't you think at some point we as the customers might realize...hang on a second...I'm the customer here...why isn't this getting fixed?

And it's not like we're ignoring the reps...at all!! We don't have anyone else to talk to!! We've been asking for how long now for Afrihost to update their network status page. We've asked how many times now for the higher ups to start intervening and speed up this process. I'm sorry to have to tell you this...but as nice as you and AfriMan has been to us (always polite etc)...you actually also gave us (me at least) the impression that you're just stalling...what for I don't know.

And I'm not upset at all anymore, as I've found a new ISP that for now is giving me what I want. I just feel some things just have to be said, that's all.
 
SlowHands said:
But...we HAVE been helping...for WEEKS now!!!!!!! Look back in the pages...tracert upon tracert...endless "please do this" or "please do this again"...don't you think at some point we as the customers might realize...hang on a second...I'm the customer here...why isn't this getting fixed?

And it's not like we're ignoring the reps...at all!! We don't have anyone else to talk to!! We've been asking for how long now for Afrihost to update their network status page. We've asked how many times now for the higher ups to start intervening and speed up this process. I'm sorry to have to tell you this...but as nice as you and AfriMan has been to us (always polite etc)...you actually also gave us (me at least) the impression that you're just stalling...what for I don't know.

And I'm not upset at all anymore, as I've found a new ISP that for now is giving me what I want. I just feel some things just have to be said, that's all.
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I know this is a significant bugbear for many Users with us, but in most cases we need those test results for dual reasons, to figure out WHAT the issue is, and to figure out IF the the issue the client is raising is linked to the overarching problem.

You can say that we should simply assume that this is the case, but then this means we don't catch and resolves the Line or Exchange issues. Or one of the half-a-dozen other issues that can cause latency and speed problems that aren't related to our greater issue.

I personally appreciate each and every person taking the time to post these results, as it helps us more than you guys can imagine.

For me, it is disappointing that you had to switch to a different ISP, you shouldn't have needed to do that, and the fact that you had to means that we didn't do the right thing.

To a degree we have been stalling, in part because we do not have a specific time frame for these issues to be resolved, but I can say that we're closer now to things returning to normal than we have been in a while.

And I really hope that when things do get better, you will give us a try again.
 
AfriGenie said:
And I really hope that when things do get better, you will give us a try again.
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Things will have to get REALLY bad before I consider Afrihost again. ^^did you read my restaurant analogy?

I do hope however that you do fix the current issues, for the sake of the customers who are patiently waiting...just don't take too long...it's not right and it's not fair...it's that simple.
 
SlowHands said:
Things will have to get REALLY bad before I consider Afrihost again. ^^did you read my restaurant analogy?

I do hope however that you do fix the current issues, for the sake of the customers who are patiently waiting...just don't take too long...it's not right and it's not fair...it's that simple.
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And if your steak is cooked to your exact specifications and provided free of charge? ;)

Seriously though, at the start of the week I wasn't sure if things would get better, but now, I can say with some certainty the network will get better.

And I really do appreciate that you are sharing your feelings and experiences with me, I think there are important lessons to learn here.
 
AfriGenie said:
And if your steak is cooked to your exact specifications and provided free of charge? ;)
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I married her :)
But then that is why I have high expectations from other service providers and wont except excuses or second best.
 
caroper said:
I married her :)
But then that is why I have high expectations from other service providers and wont except excuses or second best.
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Hehe!

That's seems like both an important life lesson and a good example of a good life choice!
 
AfriGenie said:
And if your steak is cooked to your exact specifications...
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When I moved to Afrihost (from MWEB) middle December 2014, it was just that...the best steak I've had in my life...really. I experienced low and extremely consistent latencies...just about full line speed no matter what time of day it was. So if you give me this "perfectly cooked steak"...then you would have set a precedent, a standard, and I would expect NOTHING less than that...because THAT is what you offered me...that is how you sold your product, and as long as you charge me X for that product, I expect Y results...it's business and it's just that simple. If you start to give me less than what was agreed, then I will start getting upset and start to complain...I will then proceed to demand due dates, or else leave to find another supplier. Get it? :D
 
SlowHands said:
When I moved to Afrihost (from MWEB) middle December 2014, it was just that...the best steak I've had in my life...really. I experienced low and extremely consistent latencies...just about full line speed no matter what time of day it was. So if you give me this "perfectly cooked steak"...then you would have set a precedent, a standard, and I would expect NOTHING less than that...because THAT is what you offered me...that is how you sold your product, and as long as you charge me X for that product, I expect Y results...it's business and it's just that simple. If you start to give me less than what was agreed, then I will start getting upset and start to complain...I will then proceed to demand due dates, or else leave to find another supplier. Get it? :D
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That seems quite reasonable. :)

And that is why I am making it my top priority to get that information for you guys.
 
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