Afrihost Capped ADSL Feedback (MTN) - New beginning

[AfriMan]

I'm still a paying customer till the end of the month...so I'm merely providing reference results...just in case someone comes and again and blames a Telkom line or sumfink.

I think it's more appropriate to post your feedback results for the ISP you are using. The forums are a platform for constructive feedback (as per forum moderators). If you are still a client, you are absolutely welcome to post and discuss your Afrihost results for us to discuss or work with to improve your performance. Let's keep it constructive

 

[SlowHands]

you are absolutely welcome to post and discuss your Afrihost results for us to discuss or work with to improve your performance

...tried that many times (so did other people), and yet that didn't seem to really work (after how many pages in this thread now...?)

...or...you can look at it this way...I was merely posting results on what your clients "should" be getting after all the fixes your team implement finally kicks in...seeing as we were reassured how many times now that the AH team is giving these network performance problems top priority.

So in a way, my latest post with the WebAfrica speedtest results was actually a positive post...wouldn't you agree?

 

[AfriMan]

I'm just gonna post a general post here to address the latency issues (especially for the South) because I think we're covering familiar territory. If I've missed anything more specific, please PM me directly and we can work on sorting your query out as well.

I get from a few posts that some people feel that nothing is being done, and that is not the case. We are tackling this issue on many levels. In the short term, we have to work with the resources we already have and sometimes the best we can do is minimise the impact or shorten the duration when high demand affects clients as much as possible. We are working on several possible long term solutions, unfortunately I do not have details that I can share at the moment. This is absolutely a priority for us, and we are definitely aware of the length of time that this has been going on and affecting our client's internet experience, and that makes it the most urgent item on our agenda right now.

In terms of the network status, as we've discussed many times before, that is a management decision, and we can only give feedback to contribute to that decision. MyBB members are getting the information as we receive it, but management will make a decision based on the overall impact on all our clients, feedback from multiple sources as well as the amount of time clients are affected in relation to the overall 24 hour day or 8 hour workday. On an individual basis, we may feel that is the right or wrong decision, but I don't think it should in any way be an indication that management are unaware, unconcerned or unwilling to do what it takes to make our client's experience better than it currently is and to ultimately make our network the best in the country again.

 

[AfriMan]

...tried that many times (so did other people), and yet that didn't seem to really work (after how many pages in this thread now...?)

...or...you can look at it this way...I was merely posting results on what your clients "should" be getting after all the fixes your team implement finally kicks in...seeing as we were reassured how many times now that the AH team is giving these network performance problems top priority.

So in a way, my latest post with the WebAfrica speedtest results was actually a positive post...wouldn't you agree?

Nope, don't agree. Since this is an official Afrihost thread, please limit to actual Afrihost feedback. You're more than welcome to PM your results to your buddies or start your own thread

 

[Dianysis]

Nope, don't agree. Since this is an official Afrihost thread, please limit to actual Afrihost feedback. You're more than welcome to PM your results to your buddies or start your own thread

Sorry to ask this - but what difference is it if the guy posts tracerts using multiple isp's and showing you a speedtest from another isp? I agree with SlowHands on this one. Why is showing you that he is getting very good results with another isp to prove that it is not his line or exchange or whatever so wrong? Sorry - I disagree with you.

 

[Dianysis]

Sorry to ask this - but what difference is it if the guy posts tracerts using multiple isp's and showing you a speedtest from another isp? I agree with SlowHands on this one. Why is showing you that he is getting very good results with another isp to prove that it is not his line or exchange or whatever so wrong? Sorry - I disagree with you.

And, this is a feedback thread on AH dsl - so comparing results of AH vs WA is also feedback.

 

[i.got~issues]

/meh

 

[caroper]

...I don't think it should in any way be an indication that management are unaware, unconcerned or unwilling to do what it takes to make our client's experience better than it currently is...

So let me get this straight, by refusing to acknowledge that there is a problem they don't expect us to think that they are not going to do everything in their power to fix the problem that they don't actually think there is?

Come on Afriman, just how gullible do you think we are. If management is not acknowledging the problem exists or is extensive enough to at least give an orange indication, then it sure as hell is not their top priority when it comes to resource allocation as you would have us believe.

It is this kind of talking down to us as, if we were gullible children, that is causing you to lose customers almost as fast as the rapidly deteriorating network is.

 

[AfriMan]

Sorry to ask this - but what difference is it if the guy posts tracerts using multiple isp's and showing you a speedtest from another isp? I agree with SlowHands on this one. Why is showing you that he is getting very good results with another isp to prove that it is not his line or exchange or whatever so wrong? Sorry - I disagree with you.

If you are posting multiple results to get clarity on your Afrihost experience, then that makes sense. It's constructive in that it's trying to help us improve your experience with us. If you've moved on and are no longer interested in getting a better experience with us, then there is no point in even posting in a feedback thread, let alone only posting results from your new ISP. This was covered specifically by MyBB mods and I think the policy is pretty clear on this.

 

[Dianysis]

If you are posting multiple results to get clarity on your Afrihost experience, then that makes sense. It's constructive in that it's trying to help us improve your experience with us. If you've moved on and are no longer interested in getting a better experience with us, then there is no point in even posting in a feedback thread, let alone only posting results from your new ISP. This was covered specifically by MyBB mods and I think the policy is pretty clear on this.

But he is still a paying customer until the end of the month so his results should still be respected. He was not rude. He was merely showing you what he is getting on another isp and this his reason for moving on. FEEDBACK
But anyways.

 

[SlowHands]

It's easy as I said already...your AH team is supposedly giving this problem top priority...so all this "venting" etc...according to YOUR OWN WORDS, should very soon be a thing of the past...seeing as we've been reassured how many times now that all will be well very very soon.

And as for posting results from another ISP? I'm pretty sure I can do that if I want. You will certainly NOT control this thread the way AH controls their network status page!!! We are free individuals and we have the right to voice our opinion! If you don't like it, then you have only the company that your work for to blame.

 

[AfriMan]

So let me get this straight, by refusing to acknowledge that there is a problem they don't expect us to think that they are not going to do everything in their power to fix the problem that they don't actually think there is?

Come on Afriman, just how gullible do you think we are. If management is not acknowledging the problem exists or is extensive enough to at least give an orange indication, then it sure as hell is not their top priority when it comes to resource allocation as you would have us believe.

It is this kind of talking down to us as, if we were gullible children, that is causing you to lose customers almost as fast as the rapidly deteriorating network is.

I think it's not the intention, so the intent here is coming from how you are choosing to interpret what is happening. Again, stating that we are losing customers or that your own experience is indicative of what everyone one the network feels or experiences.

Again, management make these decisions weighing up all the feedback, but there is no reason to think that they are not struggling day and night with our suppliers, upstream providers, consultants and internal team to resolve this. I can absolutely assure everyone one here that this is the case.

I will definitely speak to our team again and make the case for putting up a notice on the website as an indication of what is already happening behind the scenes. Let's hope that they will reconsider.

 

[AfriMan]

It's easy as I said already...your AH team is supposedly giving this problem top priority...so all this "venting" etc...according to YOUR OWN WORDS, should very soon be a thing of the past...seeing as we've been reassured how many times now that all will be well very very soon.

And as for posting results from another ISP? I'm pretty sure I can do that if I want. You will certainly NOT control this thread the way AH controls their network status page!!! We are free individuals and we have the right to voice our opinion! If you don't like it, then you have only the company that your work for to blame.

Forums are definitely free, and you are free to start your own thread about any topic you like. But we've gone through this several times and the mods of official feedback threads are very clear that these threads have a specific purpose and using them to vent or post negative feedback that is not in any way intended to be constructive is not on. So let's move on and deal with actual feedback that is intended to help us improve and have a better product and relationship going forward.

 

[caroper]

I think it's not the intention, so the intent here is coming from how you are choosing to interpret what is happening. Again, stating that we are losing customers or that your own experience is indicative of what everyone one the network feels or experiences.

You have spent your morning so far having a hissy fit over a user posting results from the ISP he has left you for.
He is posting them because the collective members asked for alternative ISP's. But you now imply that it is only My perception that you are losing customers and that only I am experiencing any speed and latency issues.

Afriman, you do more harm than good, you should not be employed in a PR role and certainly not dealing with technical people.

I will write to management to let them know why I am cancelling my account and will make sure that you get a special mention.

 

[SlowHands]

The thing is...we (and DEFINITELY myself included) have been very patient in the beginning. We listened to whatever excuses we were given...we even assisted in posting results of numerous tests etc etc etc...but somewhere the buck has gotta stop!

We NEVER get any sort of indication on when better results overall in the South can be expected.

How long did you actually expect everyone to just come home every night from work, struggle endlessly with their connection, and just sit back and take it? Are we not allowed to get upset with how crappy AH is been run lately?

Freedom of speech brother.

I'm a paying customer so I can pretty much say whatever I want in a public platform such as this...but be careful...what YOU say has direct consequences to your position at your company!!

 

[AfriMan]

You have spent your morning so far having a hissy fit over a user posting results from the ISP he has left you for.
He is posting them because the collective members asked for alternative ISP's. But you now imply that it is only My perception that you are losing customers and that only I am experiencing any speed and latency issues.

Afriman, you do more harm than good, you should not be employed in a PR role and certainly not dealing with technical people.

I will write to management to let them know why I am cancelling my account and will make sure that you get a special mention.

I definitely think it's part of my role here to keep our threads on topic and ensure that we're here to help clients.

Asking for alternative ISPs and results is definitely off topic and does not belong in a feedback thread. Anyone is free to start their own threads on any topic they like, instead of using a feedback thread to promote other services. I've said that many times before, and mods are in full agreement.

I'm sorry if you feel I shouldn't be employed in a PR role, you are entitled to your opinion. But let's rather leave personal stuff out of it. If you are leaving, I wish you the best sincerely.

 

[AfriMan]

The thing is...we (and DEFINITELY myself included) have been very patient in the beginning. We listened to whatever excuses we were given...we even assisted in posting results of numerous tests etc etc etc...but somewhere the buck has gotta stop!

We NEVER get any sort of indication on when better results overall in the South can be expected.

How long did you actually expect everyone to just come home every night from work, struggle endlessly with their connection, and just sit back and take it? Are we not allowed to get upset with how crappy AH is been run lately?

Freedom of speech brother.

I'm a paying customer so I can pretty much say whatever I want in a public platform such as this...but be careful...what YOU say has direct consequences to your position at your company!!

I really think we need to move on to actual feedback around the products and the experience. This is feedback which we can report back to the team to help them make improvements. General insults and vague threats are just really misplaced here. I'm happy for you to PM me if you want, but ultimately our public threads are for constructive feedback to try to help make our services and products better.

You are absolutely free to start your own thread, say what you like about Afrihost or me personally, but let's keep these official threads for constructive feedback as intended.

 

[SlowHands]

but let's keep these official threads for constructive feedback as intended.

Exactly!! And the only feedback AH provides for weeks on end is...please continue to shut up and pay us money...we "promise" we are working on the problem...we will never openly admit there is a problem (network status page), but please, continue sitting with crap connections night after night after night...we'll just repeat the same message everyday...

"That's not cool...it should be better"
"Our team is giving this top priority"
"Please do a tracert"
"please provide the link to the youtube video that you are struggling to stream" (<<this one was actually k@k funny...really?)
"Network issues will be sorted out very soon"...which means "it may be today...it may be in 3 months time...just be patient but in the meantime pay us FULL price"
"etc etc etc"

And then when our patience runs out, we are the bad guys?

No! The idea behind threads like these is not to praise whatever is working right...but rather a single platform where problems can be grouped for easier viewing/troubleshooting. If you can take the time and run a few pages back...you'll find we were all polite and friendly etc when we started having problems...but it's this constant barrage of excuses that got us to where we are today.

So if I'm "really" violating MyBB rules...then get a mod to read all these pages and come ban me, if my presence here bothers you that much. In the meantime, I WILL continue to voice my opinion. If that isn't good for AH's reputation etc...then that really isn't my problem...tell your management to fix their **** and we will (myself included) gladly come and praise AH for the next 10 pages.

 

[AfriMan]

Exactly!! And the only feedback AH provides for weeks on end is...please continue to shut up and pay us money...we "promise" we are working on the problem...we will never openly admit there is a problem (network status page), but please, continue sitting with crap connections night after night after night...we'll just repeat the same message everyday...

"That's not cool...it should be better"
"Our team is giving this top priority"
"Please do a tracert"
"please provide the link to the youtube video that you are struggling to stream" (<<this one was actually k@k funny...really?)
"Network issues will be sorted out very soon"...which means "it may be today...it may be in 3 months time...just be patient but in the meantime pay us FULL price"
"etc etc etc"

And then when our patience runs out, we are the bad guys?

No! The idea behind threads like these is not to praise whatever is working right...but rather a single platform where problems can be grouped for easier viewing/troubleshooting. If you can take the time and run a few pages back...you'll find we were all polite and friendly etc when we started having problems...but it's this constant barrage of excuses that got us to where we are today.

So if I'm "really" violating MyBB rules...then get a mod to read all these pages and come ban me, if my presence here bothers you that much. In the meantime, I WILL continue to voice my opinion. If that isn't good for AH's reputation etc...then that really isn't my problem...tell your management to fix their **** and we will (myself included) gladly come and praise AH for the next 10 pages.

I think let's go back to the beginning here. I don't think anyone has ever denied that we're having some problems, and at every turn our intention is to acknowledge the feedback, help where we can (if some clients are reporting network issues that are actually line related or something like that) and then the general problems we can't solve are fed back to our network team and management to try to make things better. That is absolutely what the threads are intended to do. MyBB generally want ISPs and service providers to have that sort of two way communication that makes things better for all concerned.

We've provided all the feedback that we can. If you want to label that as "excuses" then I guess that is your right, but we've been as clear as we can about exactly what the problems are and how we are trying to address them. We have never given any false account on these matters, and we don't ever intend to.

I agree that the threads are not just for praise, but both positive and negative feedback should be intended to help us do more of what works well, and to try to fix what's not working. And we've been very honest to say that the current issue cannot be fixed quickly and we'll give as much information on how that progresses and if there is any confirmed ETA if a solution is imminent.

Again, if you really feel hard done, you can start a thread or post in threads that are designed for venting, but I'm simply saying that this is not what the feedback threads are designed for. I don't think anyone benefits from getting banned, so let's not go that route. Let's agree to respect each other and the forum rules, and if you want to really get into it and vent your frustration, I'll be happy to chat via PM and I promise I will listen to everything you have to say, constructive or otherwise.

 

[Rusitu]

OMG, this thread has finally descended to this? How did Afriman think it would end when there was no feedback on when exactly these problems that we are experiencing would end? I have started the process to cross over to WA, come 1 July i am over this nonsense.