Afrihost CAPPED ADSL Feedback (MTN)

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That great performance down South has cost the East. Here in Durban we had authentication issues for an hour or so. This is really costing me with work.
 
Aquiva said:
Yeah I'm just sad that I have to leave Afrihost because my Double Data has fallen away :(
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We did have some clients on custom bundles who were not eligible to receive double data but did get the extra data due to a bug. We've eliminated this, so it might be why you're not getting it anymore. We can verify this if you'd like to know for sure, just PM me :(
 
Jola said:
I was still on the 20mbps + 75GB bundle for R598.

Nobody knows what is going on now. Complete stuff-up, neither your self-service nor the admin staff seem to be able to handle this.

Talk about letting sleeping dogs lie, everything has been totally screwed up now.

Looks as if I will have to go and buy some data from someone else for the rest of this month.

To think that I cancelled my Telkom service because they were unable to handle upgrades properly, this is even worse.
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I don't really know the details here, so I'd have to read through the history to see what could have happened here. I think you PM'ed me regarding Mobile Data, not this issue :(
 
I just got put onto a 40mbs line and am using Afrihost capped atm. I'm syncing at 40mbs and I'm getting 37mbps on a speedtest... Great, right?

Nope. Speedtest works well, but I can't get more that 600kbps on any download I try. And I've tried plenty!

Seems like shaping to me...
 
AfriMan said:
We should be seeing good results in the South right now. Demand is under control so we shouldn't be seeing throughput issues.

Your ping is also crazy high. Can I see a full trace route if possible?
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I hard reset my router and things seem fine now. Saw your message requesting the traceroute too late. Will do one if it acts up again.

I frequently have issues where my connection dies at around 2am some mornings. Usually if I am running some torrents. Then only a hard reset seems to help and even then it may take minutes or hours to re-establish a connection. What would be a good way to determine if the problem is on my side (router or exchange) or AH side?
 
AfriMan said:
I don't really know the details here, so I'd have to read through the history to see what could have happened here. I think you PM'ed me regarding Mobile Data, not this issue :(
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Yes, that is correct, you sorted the Mobile issue, thanks.

This one, however, is going from bad to worse. See Ticket: KUF-644-43593 and Ticket: ECD-473-28275.

The first ticket mysteriously disappeared at some point but then came back.

I was just trying to upgrade, won't do that again.
 
Kayoss said:
I just got put onto a 40mbs line and am using Afrihost capped atm. I'm syncing at 40mbs and I'm getting 37mbps on a speedtest... Great, right?

Nope. Speedtest works well, but I can't get more that 600kbps on any download I try. And I've tried plenty!

Seems like shaping to me...
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No shaping is being applied, however if you're contending with the network is busy downloads may become degraded :(
 
StrontiumDog said:
I hard reset my router and things seem fine now. Saw your message requesting the traceroute too late. Will do one if it acts up again.

I frequently have issues where my connection dies at around 2am some mornings. Usually if I am running some torrents. Then only a hard reset seems to help and even then it may take minutes or hours to re-establish a connection. What would be a good way to determine if the problem is on my side (router or exchange) or AH side?
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We can check logs on our end for a reason on the dropped connection, could be due to a poor signal on the line.
Drop me a PM if this happens again with some example times and we can troubleshoot further :)
 
Jola said:
Yes, that is correct, you sorted the Mobile issue, thanks.

This one, however, is going from bad to worse. See Ticket: KUF-644-43593 and Ticket: ECD-473-28275.

The first ticket mysteriously disappeared at some point but then came back.

I was just trying to upgrade, won't do that again.
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Thanks, I'll have this checked out for you.
 
AfriGuy said:
No shaping is being applied, however if you're contending with the network is busy downloads may become degraded :(
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If I'm honest, "degraded" seems like a bit of an understatement for 600kbps on a 40mb line.

I only noticed now that the network status shows high demand on the north IPC. I stay in Edenvale, so I'm assuming this is the issue? If so, how long is it expected to last for?..
 
Kayoss said:
If I'm honest, "degraded" seems like a bit of an understatement for 600kbps on a 40mb line.

I only noticed now that the network status shows high demand on the north IPC. I stay in Edenvale, so I'm assuming this is the issue? If so, how long is it expected to last for?..
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I fully understand, I know it isn't cool :(
You're correct, the North IPC is seeing high demand - this would impact your downloads speeds. Everything is being done to have the best overall experience, permanent fixes should be here really soon.
 
AfriGuy said:
I fully understand, I know it isn't cool :(
You're correct, the North IPC is seeing high demand - this would impact your downloads speeds. Everything is being done to have the best overall experience, permanent fixes should be here really soon.
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Thanks.

I'll give it a few days and then I'll make up my mind...
 
Jola said:
Yes, that is correct, you sorted the Mobile issue, thanks.

This one, however, is going from bad to worse. See Ticket: KUF-644-43593 and Ticket: ECD-473-28275.

The first ticket mysteriously disappeared at some point but then came back.

I was just trying to upgrade, won't do that again.
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Definitely looks like a case of a custom bundle vs the advertised bundle. Essentially you're not upgrading to the 75GB+75GB package (in terms of pro-rata) which retails at R299. Because of the bundle discounts, this gets a little complicated. Looks like this was resolved and your account was credited though by our Accounts team.

Just always remember that pro-rata is calculated on the standalone product value, not the bundle value.
 
AfriMan said:
Definitely looks like a case of a custom bundle vs the advertised bundle. Essentially you're not upgrading to the 75GB+75GB package (in terms of pro-rata) which retails at R299. Because of the bundle discounts, this gets a little complicated. Looks like this was resolved and your account was credited though by our Accounts team.

Just always remember that pro-rata is calculated on the standalone product value, not the bundle value.
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No, it has not been sorted, they deducted 150GB of data, and I have not seen any sign of a credit being passed.

It wasn't complicated to start with, but your support staff have turned it into a nightmare.

At this point I would be happy if they just removed all transactions after 1 October, and refunded my R289.35.

Then I could just go to someone else and buy some data.

It seems that it is impossible to change anything on these services, I may have to cancel my Afrihost account (which I am quite happy with) because the admin is too poor to support your services.

Oh, and your self-service is a disaster, if only that worked then I would have been able to avoid your incompetent staff.
 
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Our Awesome Capped DSL Bundles Packages!
Don't worry about making the wrong choice, you can instantly upgrade/downgrade at any point if your needs change - just another way we're different.
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I think that I have just proved that this is BS, you cannot do this, your staff don't know what to do and your self-service does not cater for this.

Maybe I should take this to the ASA ?
 
Jola said:
Banner ad on your website :



I think that I have just proved that this is BS, you cannot do this, your staff don't know what to do and your self-service does not cater for this.

Maybe I should take this to the ASA ?
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Sorry to hear you feel that way.
Upgrades/ downgrades are seamless - we're having your query looked into to see why this happened.
 
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