Afrihost CAPPED ADSL Feedback (MTN)

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Oi!

Im paying for a VDSL 40Mbps synchronized at 2mb/s for the past two days just letting you know I will follow up on that monies.
 
caroper said:
It is neither a Conspiracy Theory or suggestion of collusion, it is a statement of fact.

If the problems only occur at a time the general public can not report them, but your network status reflects only calls to the help desk during business hours, then the Status tool is useless.




And therein lays the second half of the problem.
If the Status tool is not dynamic how can it be trusted?
If it takes a Management decision to downgrade the status then who upgrades it again?

When the new IPC went live the page switched to green before it was even reported that the IPC was in place, or any testing had been performed by the effected customers, the result is a green Status yet we are all still experiencing the same problem.

The reason I am going on about this is because I have struggled with a useless connection, after hours, for over six months. BECAUSE, I trusted your status tool that reported no issues.

It cost me a new router, several Telkom Callout fees (Your Help Desk constantly said I am the only person in Cape Town with a problem so It must be a Telkom Issue) and finally a duplication in ISP costs as I had to purchase a Telkom account to convince Telkom it was NOT an Afrihost issue. That left me with a lot of egg on my face.

Out of pocket by several thousand rand, and having falsely accused Telkom, I found the MBB forum Thread and discovered that I am not alone and that AH is in denial.

Thank you for stating that your Status Tool is not dynamic, at least others may be saved the expense of trusting it in future.
Click to expand...

We can probably argue semantics for ages, I don't think there's enough fact here to see your statement backed up.
Our Noticeboard is manually administered, where updates are posted from whatever platform. If a trend is spotted and verified, we'll have the notice pushed up.

There are always going to be instances where one client will see an issue, maybe even a handful. It doesn't always warrant a status to be posted on the noticeboard - that's why our Support guys are here, 24/7 to troubleshoot and get to the bottom of any issues.
 
AfriGuy said:
... that's why our Support guys are here, 24/7 to troubleshoot and get to the bottom of any issues.
Click to expand...

Then why the recorded message to say support hours are 9 till 5? (Or whatever hours the line is open, not 24/7)
Even email reports and tickets are only responded too on the next working day. At least that is my experience, but as you say my case is irrelevant as I am part of that small handful that are complaining.
 
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caroper said:
Then why the recorded message to say support hours are 9 till 5? (Or whatever hours the line is open, not 24/7)
Even email reports and tickets are only responded too on the next working day. At least that is my experience, but as you say my case is irrelevant as I am part of that small handful that are complaining.
Click to expand...

Inbound calls are available during the following times:
Mon-Fri 07:00-00:00
Sat-Sun 09:00-15:00

Thereafter, email and SMS is available.
 
Then it was obviously accidental that I received a recorded message before midnight, I will try again this evening, and every evening, until this issue is resolved so that you can see the trend.
 
caroper said:
Then it was obviously accidental that I received a recorded message before midnight, I will try again this evening, and every evening, until this issue is resolved so that you can see the trend.
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Are you referring to the IVR itself here?
And was this possibly Friday? If so, we had our staff party then so calls closed earlier than norma. A notification about this was available on the noticeboard though.
 
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IVR?

I guess that is what you call your switchboard software.
I get a message to say "Our Support Hours are ......" and hang up.
if that is what you meant.
And no it wasn't friday, it was a few weeks ago, I gave up after that as the problem was always in the evening and the message implied that support was closed at that time.
 
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caroper said:
IVR?

I guess that is what you call your switchboard software.
I get a message to say "Our Support Hours are ......" and hang up.
if that is what you meant.
Click to expand...

When did you call in and hear the message? I updated my last post a few mins ago :)
 
I updated mine in response to yours :)
I guess we shouldn't use edit when we are virtually real time right now.
 
caroper said:
I updated mine in response to yours :)
I guess we shouldn't use edit when we are virtually real time right now.
Click to expand...

Agreed, here forth no editing :)
If you hear the message again drop me a PM with the time you're calling in, may be an error on our end.
 
AfriGuy said:
Nooooooo :(
What's your latency like?
Click to expand...

Its all fine :( Afrihost gave me an account to test with and same results.

Tracing route to afrihost.co.za [197.242.144.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms HOME [192.168.4.253]
2 10 ms 10 ms 9 ms 105-236-10-65-esr-lo.mtnbusiness.co.za [105.236.10.65]
3 31 ms 27 ms 42 ms ipc-recieve-tb-2a.mtnbusiness.net [41.181.54.86]
4 31 ms 39 ms 43 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.198.188]
5 21 ms 27 ms 25 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 22 ms 20 ms 22 ms ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]
7 46 ms 67 ms 43 ms rb-cr-1.za--ct-cr-2.za.mtnns.net [196.44.31.69]
8 52 ms 68 ms 55 ms 196.44.31.97
9 48 ms 42 ms 44 ms 196.30.1.39
10 42 ms 43 ms 48 ms 196.31.220.21
11 142 ms 240 ms 240 ms 196.31.63.202
12 54 ms 50 ms 52 ms vl9-ah-ha-2.za.mtnbusiness.net [196.30.42.133]
13 57 ms 54 ms 71 ms cms-gm.afrihost.com [197.242.144.102]

Trace complete.
 
Honest question:

How long of a sad story / manipulation could i give you ...to get a sneaky 250GB #Datasteal.

:D?...

PS: Wont be giving up :X !! <3
 
Hi Afri*, how is it that the capacity upgrades didn't solve the initial capacity issues?
Because for the past two days I've been having terrible results again. During the evenings from 11pm to 5am the next morning everything is fine, but during the day my download speeds are terrible again. I have a 10Mbps account and currently getting 1/10 of my speed.

Speedtest results during the evening (last night)
Fy2oZ9E.jpg


Current speedstest result
l0nBxZD.jpg


You guys obviously have some serious problems that you need to fix, please do so and stop avoiding the problem. Everyone is complaining and a lot of businesses are suffering due to your poor performance.
 
dt513 said:
Its all fine :( Afrihost gave me an account to test with and same results.

Tracing route to afrihost.co.za [197.242.144.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms HOME [192.168.4.253]
2 10 ms 10 ms 9 ms 105-236-10-65-esr-lo.mtnbusiness.co.za [105.236.10.65]
3 31 ms 27 ms 42 ms ipc-recieve-tb-2a.mtnbusiness.net [41.181.54.86]
4 31 ms 39 ms 43 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.198.188]
5 21 ms 27 ms 25 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 22 ms 20 ms 22 ms ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]
7 46 ms 67 ms 43 ms rb-cr-1.za--ct-cr-2.za.mtnns.net [196.44.31.69]
8 52 ms 68 ms 55 ms 196.44.31.97
9 48 ms 42 ms 44 ms 196.30.1.39
10 42 ms 43 ms 48 ms 196.31.220.21
11 142 ms 240 ms 240 ms 196.31.63.202
12 54 ms 50 ms 52 ms vl9-ah-ha-2.za.mtnbusiness.net [196.30.42.133]
13 57 ms 54 ms 71 ms cms-gm.afrihost.com [197.242.144.102]

Trace complete.
Click to expand...

Odd, all looking good here.
I see we are reported reduced throughput for some clients - not sure if you're affected by this :( Could you test a bit later again tonight please?
 
MatthewMurdoch said:
Honest question:

How long of a sad story / manipulation could i give you ...to get a sneaky 250GB #Datasteal.

:D?...

PS: Wont be giving up :X !! <3
Click to expand...

Pfft, we ain't corrupt around these parts. We will stand firm and not give in to your demad.....
Depends how much beer you can afford


:P

In all seriousness though, it's fastest finger first on these vouchers.
 
Sully_ said:
Hi Afri*, how is it that the capacity upgrades didn't solve the initial capacity issues?
Because for the past two days I've been having terrible results again. During the evenings from 11pm to 5am the next morning everything is fine, but during the day my download speeds are terrible again. I have a 10Mbps account and currently getting 1/10 of my speed.

Speedtest results during the evening (last night)
Fy2oZ9E.jpg


Current speedstest result
l0nBxZD.jpg


You guys obviously have some serious problems that you need to fix, please do so and stop avoiding the problem. Everyone is complaining and a lot of businesses are suffering due to your poor performance.
Click to expand...

While I don't think capacity related, we are seeing some further reports of reduced throughput :(
How long have you seen these results for now?
 
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