Afrihost CAPPED ADSL Feedback (MTN)

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Mark.K said:
I don't think it's my username because I used another Afrihost account and it did the same thing. I can run tests or whatever tonight if you want. I'll pm you then
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All good.
I just need your DSL username to pull up your account info :)
 
AfriGuy said:
Something is happening with International here, I'd like to have our Critical Care guys look at this with you. Not sure if you've chatted to them before?
Please PM me your info so I can get this checked out.
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Part of the problem is that you are trying to treat us all as individual and isolated cases, when several of us are reporting exactly the same issues over and over again.

Look at those tests, read them again, it shows an afrihost issue and one that everyone in the south is having, but only with Afrihost accounts. Not the Telkom Line or Exchange, not the MTN Network, the Afrihost accounts.

Divide and conquer is not going to work in this case.

By making each of us individually jump through hoops with your inefficient and largely incompetent help desk is just going to further annoy the customers, overstress your help desk and delay finding the root cause.

If you have increased capacity sufficiently, if it works and is not being maxed out, then call in a specialist to look at your Routers/Switches. You have a bottle neck somewhere and it is not each individual customers problem.

Fix it and stop passing the buck and shoveling the you know what.
 
I know I said that I'm done with you guys, but being a idiot I didn't cancel last month. So with the upgrades I "hoped" this would be resolved.

Now today I need to work remotely, and I need to download a silly little app called iTunes that probably gets downloaded thousands of times every day from people all over the internet. Guess what? Getting sub 512kbps speeds on my 6mbit line.

Move on over to my FNB backup account, and full line speed ahead. (Note, not a re-sync of my line, just a change of the account details in my Mikrotik router and a new pppoe session setup.)

Sorry guys - messing with my work connectivity will not be tolerated. Get your act together. (Although at this stage I'll rather spend more elsewhere for half the data allocation. I cannot even use half of what you give me anyway.)
 
caroper said:
Part of the problem is that you are trying to treat us all as individual and isolated cases, when several of us are reporting exactly the same issues over and over again.

Look at those tests, read them again, it shows an afrihost issue and one that everyone in the south is having, but only with Afrihost accounts. Not the Telkom Line or Exchange, not the MTN Network, the Afrihost accounts.

Divide and conquer is not going to work in this case.

By making each of us individually jump through hoops with your inefficient and largely incompetent help desk is just going to further annoy the customers, overstress your help desk and delay finding the root cause.

If you have increased capacity sufficiently, if it works and is not being maxed out, then call in a specialist to look at your Routers/Switches. You have a bottle neck somewhere and it is not each individual customers problem.

Fix it and stop passing the buck and shoveling the you know what.
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It's hard to generalise an trend here - our teams are constantly looking at trends though. If we spot something it'll be trended and investigated as a bigger issue.
 
@Afriguy

Why do you ask for our username when you are troubleshooting? I know it's to bring up our account, but to what end? What purpose does that serve?

Do Afrihost have some settings that are linked to our username that this whole time we have been unaware of?
 
techead said:
@Afriguy

Why do you ask for our username when you are troubleshooting? I know it's to bring up our account, but to what end? What purpose does that serve?

Do Afrihost have some settings that are linked to our username that this whole time we have been unaware of?
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It's standard practise, I can pull up the account and get better context, view previous faults, notes etc etc.
 
techead said:
@Afriguy

Why do you ask for our username when you are troubleshooting? I know it's to bring up our account, but to what end? What purpose does that serve?

Do Afrihost have some settings that are linked to our username that this whole time we have been unaware of?
Click to expand...

AfriGuy said:
It's standard practise, I can pull up the account and get better context, view previous faults, notes etc etc.
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Techhead poses an interesting point and despite AfriGuy avoiding the question there obviously are individual settings.

AfriGenie said:
Thanks,

I have made a tweak to your account, can you quickly restart your modem, test again, then advise on any changes.
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If these are Uncapped, Unshaped Accounts that what exactly can be tweaked in the individual accounts?
It made no difference by the way, in fact if anything the line got worse, I have been on Telkom ever since.
Doing tests for Afrihost every few hours was wasting far too much of my time as it gets us nowhere and is beginning to look more like stalling tactics.
 
@Afriguy

Are there any individual settings, account specific, that you see on our accounts that we CANNOT see/adjust ourselves?
 
techead said:
@Afriguy

Are there any individual settings, account specific, that you see on our accounts that we CANNOT see/adjust ourselves?
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There are a lot of settings, options and configurations that we can reset to see if any difference is made.
 
AfriGuy said:
There are a lot of settings, options and configurations that we can reset to see if any difference is made.
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Like what?

I think I speak for everyone here when I say that as a paying customer, Im quite entitled to know what changes you are able to make to my line's capability.

I think some screenshots will do. You can use my account, as long as you dont show the password.
 
AfriGuy said:
Radius data, authentication, session logs, password resets, mailbox settings.
Plus a whole lot more, can't really screengrab our internal systems though.

Not really sure where this is going?
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If someone's account is performing poorly, what kind of tweaks do you make that most often result in performance increase?

I'm asking questions, is that a problem?
 
techead said:
If someone's account is performing poorly, what kind of tweaks do you make that most often result in performance increase?

I'm asking questions, is that a problem?
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We reset the authentications, look at radius data and make sure the correct shaping profile is applied.
Line checks are also done.
 
AfriGuy said:
We reset the authentications, look at radius data and make sure the correct shaping profile is applied.
Line checks are also done.
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I assume that is for uncapped?

But we are in the capped thread...

For a non-technical layman like myself, would you please elaborate on "radius data" ?
 
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