Afrihost Capped ADSL Feedback (MTN) - New beginning

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YeaNutz said:
Well something needs to be done about this, I have hardly used my 150GB+150GB at all, which costs me R600 a month, Ive only used 5GB and gave up, you guys are basically stealing money. Same with last month,I only used 8Gig.
The month before was the same.

Is this Fair ????
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Definitely not!

And we will never penalize you due to the work that we are doing. Please send me a PM with your account details.
 
Sonic2k said:
No it isn't but at least here is some feedback:

ISPA have served notice on Afrihost regarding my complaints they have 5 days to respond or the matter goes further
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I'm sure our Team working on ISPA-related queries will be able to come to an amicable agreement with you and ISPA with regards to this. :)

If you have any questions or queries about this process, please let me know.
 
Henri18 said:
Hopefully we will be hearing from the POC in this week! Because packetloss only got better at 11pm at my side eek! Hoping for the best!
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Once we get the test accounts issued, I am sure you will see a drastic improvement! We're making definite progress and things are starting to look up!
 
Sonic2k said:
No it isn't but at least here is some feedback:

ISPA have served notice on Afrihost regarding my complaints they have 5 days to respond or the matter goes further
Click to expand...

+1, got the same confirmation last night on two ISPA complaints towards AH. Also received confirmation from NCC. It is still surprising that forum reps selectively offer refunds while the official stance of the company is not do this and attempting to force customers to serve out notice periods despite not delivering service. This will turn into a big CPA and public relations mess for AH for being stubborn and arrogant.
 
MagicDude4Eva said:
+1, got the same confirmation last night on two ISPA complaints towards AH. Also received confirmation from NCC. It is still surprising that forum reps selectively offer refunds while the official stance of the company is not do this and attempting to force customers to serve out notice periods despite not delivering service. This will turn into a big CPA and public relations mess for AH for being stubborn and arrogant.
Click to expand...

I do need to point out that we have a bit more leeway in terms of the steps that we can take to assist and resolve client queries, and if we provide credit or assist with cancelling an account with immediate affect this shouldn't be taken as standard policy. Our Support Team will help in any way that they can, but they have their own guidelines that they need to follow. I don't think we'll ever force anyone to use a product that they are not content with, but in general I don't think our cancellation period - anytime before the 25th of the current month - is too long.
 
Has ANYTHING actively been done since yesterday regarding additional capacity, diminishing throughput, fluctuating latency and your own almost trademarked packet loss?

Is it even worth bothering attempting to use these capped accounts today?

Or is it another day of "wait for POC" and "sure to see an improvement" soon spin cycle?

EDIT:

Oh... I see...

Code: 
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                   No response from host -  100 |   60 |    0 |    0 |    0 |    0 |    0 |
|                          41.181.222.101 -   22 |  161 |  126 |    0 |   70 | 1013 |   27 |
|                          41.181.222.102 -    5 |  256 |  245 |   23 |   50 |  720 |   24 |
|   tb-dca-2.za--qux-c.za.mtnbusiness.net -    5 |  253 |  241 |   23 |   54 |  843 |   27 |
|                     unc-cpt-1.mtnns.net -    5 |  256 |  245 |   24 |   60 | 1072 |   25 |
|       pe-cr-2.za--el-mse-1.za.mtnns.net -    7 |  239 |  224 |   43 |   73 |  876 |   45 |
|     jh-dca-1.za--jh-cr-1.za-a.mtnns.net -    8 |  232 |  215 |   43 |   68 |  749 |   44 |
|       18.185.181.41.in-addr.aserv.co.za -    6 |  251 |  238 |   43 |   69 |  739 |   44 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Nope... barely usable again.

Back to Vox.
 
Last edited:
i.got~issues said:
Has ANYTHING actively been done since yesterday regarding additional capacity, diminishing throughput, fluctuating latency and your own almost trademarked packet loss?

Is it even worth bothering attempting to use these capped accounts today?

Or is it another day of "wait for POC" and "sure to see an improvement" soon spin cycle?

EDIT:

Oh... I see...

Code: 
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                   No response from host -  100 |   60 |    0 |    0 |    0 |    0 |    0 |
|                          41.181.222.101 -   22 |  161 |  126 |    0 |   70 | 1013 |   27 |
|                          41.181.222.102 -    5 |  256 |  245 |   23 |   50 |  720 |   24 |
|   tb-dca-2.za--qux-c.za.mtnbusiness.net -    5 |  253 |  241 |   23 |   54 |  843 |   27 |
|                     unc-cpt-1.mtnns.net -    5 |  256 |  245 |   24 |   60 | 1072 |   25 |
|       pe-cr-2.za--el-mse-1.za.mtnns.net -    7 |  239 |  224 |   43 |   73 |  876 |   45 |
|     jh-dca-1.za--jh-cr-1.za-a.mtnns.net -    8 |  232 |  215 |   43 |   68 |  749 |   44 |
|       18.185.181.41.in-addr.aserv.co.za -    6 |  251 |  238 |   43 |   69 |  739 |   44 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Nope... barely usable again.

Back to Vox.
Click to expand...

Our Team is working round the clock to get everything ready on the new network as quickly as possible, not all of this will be noticeable until we start sending out the test account access details.
 
AfriGenie said:
Our Team is working round the clock to get everything ready on the new network as quickly as possible, not all of this will be noticeable until we start sending out the test account access details.
Click to expand...

So... we all must just wait for the POC then.
Nothing to do but wait.

Gottit...

/meh
 
AfriGenie said:
I do need to point out that we have a bit more leeway in terms of the steps that we can take to assist and resolve client queries, and if we provide credit or assist with cancelling an account with immediate affect this shouldn't be taken as standard policy. Our Support Team will help in any way that they can, but they have their own guidelines that they need to follow. I don't think we'll ever force anyone to use a product that they are not content with, but in general I don't think our cancellation period - anytime before the 25th of the current month - is too long.
Click to expand...

Well, that depends: If as a customer you are told since August 2014, that the network will get better "any day now" and you get strung along and eventually towards the end of June the wheels come of completely and you then attempt to cancel past the 25th and then get told "Uh well, you used some data, so payment is taken and you have to service cancellation period as well", it is truly a slap in the face for customers who have been with you for several years.

Case in point is now that your company made promises about a new network and it is really just white-wash, as you are shifting customers to other ISPs to absorb whatever limitations you have on your MTN network. I am sure if customers where told by Gian two weeks ago that you will move some customers to the VOX network, others to Neotel and others to Telkom, customers would have just cancelled right then.

Regardless of what you say, this lack of transparency is misleading the customer, violates CPA and ISPA code of conduct and I leave you with one of your marketing quotes - https://www.afrihost.com/microsites/adsl_network/
Afrihost have partnered with the biggest telecoms network on the continent to offer the best products and services to our clients. We admire MTN’s focus on innovation, and applaud their groundbreaking projects throughout the country. MTN are spending millions of Rands to ensure that Afrihost’s DSL products are of the highest quality.
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There is absolutely no evidence that millions of Rands have been spent to improve your DSL network quality over the last 12 months - I am saying this since issues I had in August 2014 continue to persist 12 months later and from customer reports, those very same issues seem to get worse (which is surprising as customers are busy moving to other ISPs and should actually free up capacity).

TBH - I would have stuck it out with AH, if your company had been more open about the actual problems and how you attempt to overcome it. A simple and honest "Guys, with the increased demand from customers we have reached a limitation on our network, and for the time being we will not sign up new customers or are forced to throttle customers" - so in essence do a MWEB. As painful as it might be for your business, it is a rescue-plan. I think if I had known in May (when major issues started, making the usage of your services almost pointless) that your plan-B was a VOX-account, I would have left right there.
 
AfriGenie said:
Our Team is working round the clock to get everything ready on the new network as quickly as possible, not all of this will be noticeable until we start sending out the test account access details.
Click to expand...

I am going to start counting the number of times you use the same line...
 
I would have stuck it out with AH, if your company had been more open about the actual problems and how you attempt to overcome it. A simple and honest "Guys, with the increased demand from customers we have reached a limitation on our network, and for the time being we will not sign up new customers or are forced to throttle customers"
Click to expand...
No you see, when they do their MBAs or whatever, they get taught that this is akin to admitting defeat, and creates a weakness for other businesses to exploit them.
 
Guys is the POC going live today? Otherwise I'm afraid I'm going to have to walk away. I really can't deal anymore. I might as well just turn my router off.
 
aybbleek said:
Guys is the POC going live today? Otherwise I'm afraid I'm going to have to walk away. I really can't deal anymore. I might as well just turn my router off.
Click to expand...

"its coming..."
"something that is being worked on though"
"soon..."
 
MagicDude4Eva said:
Well, that depends: If as a customer you are told since August 2014, that the network will get better "any day now" and you get strung along and eventually towards the end of June the wheels come of completely and you then attempt to cancel past the 25th and then get told "Uh well, you used some data, so payment is taken and you have to service cancellation period as well", it is truly a slap in the face for customers who have been with you for several years.

Case in point is now that your company made promises about a new network and it is really just white-wash, as you are shifting customers to other ISPs to absorb whatever limitations you have on your MTN network. I am sure if customers where told by Gian two weeks ago that you will move some customers to the VOX network, others to Neotel and others to Telkom, customers would have just cancelled right then.

Regardless of what you say, this lack of transparency is misleading the customer, violates CPA and ISPA code of conduct and I leave you with one of your marketing quotes - https://www.afrihost.com/microsites/adsl_network/


There is absolutely no evidence that millions of Rands have been spent to improve your DSL network quality over the last 12 months - I am saying this since issues I had in August 2014 continue to persist 12 months later and from customer reports, those very same issues seem to get worse (which is surprising as customers are busy moving to other ISPs and should actually free up capacity).

TBH - I would have stuck it out with AH, if your company had been more open about the actual problems and how you attempt to overcome it. A simple and honest "Guys, with the increased demand from customers we have reached a limitation on our network, and for the time being we will not sign up new customers or are forced to throttle customers" - so in essence do a MWEB. As painful as it might be for your business, it is a rescue-plan. I think if I had known in May (when major issues started, making the usage of your services almost pointless) that your plan-B was a VOX-account, I would have left right there.
Click to expand...

I want to be categorically clear here, at no point have we - or will we - move any of our client base to a different ISP.

In terms of the evidence of the network upgrades, our current IPC capacity alone costs millions in Rands each month, never mind implementing our PoCs which each require separate IPC capacities and network infrastructures. Not to mention the investment in man hours to get each of the PoCs operational and continue maintaining our current network.

I understand that you guys are frustrated, but to continuously make assertions that aren't true - or even based in fact - is not helping anyone. Going forward we'll be as open and honest about our new network implementation as we possibly can be, and in future the information that we will be able freely available on our website for anyone will be a dramatic paradigm shift.
 
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