Afrihost CAPPED ADSL Feedback (MTN)

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image132 said:
The only email I receive from Gian in months is one where he asks me to decide what I should pay for value added services.

I am speechless.
Click to expand...

He is an MTN employee now, he is no longer allowed to focus on service, only methods of increasing income whilst cutting cost are allowed. Customers are no longer important, MTN is used to churn, there is always another sucker with too much money to burn and complex add ons and bundles to hide the true value is a common MTN tactic.
 
KillerBOB said:
You're right, it is difficult to believe.
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Dude, taking it out on one employee is pointless. He is here to do a job that he is paid for.
We are all frustrated, but taking it out on the guys who are responsible for communication is kinda not fair.
They have been given info from their technical department and that is what they are relaying to us.
If you believe it is lies, then I would expect that you would have moved on a long time ago.

Personally, I just dropped my Afrihost account to a 20Gb backup and I have increased my WebAfrica account from 1 December to a 300+600 Gb.
I also cannot continue to trust them with my business either. But I am not going to sit here and make accusations or attack their employees.
I just voted with my wallet. If you haven't done that yet, then you still have that option.
If you have done it, then be glad and move on with your life.
 
Sync Speed:
sync.png

Best speed on Pinelands Exchange CT. Considering at least 2mbps is needed for SD stream:
speed.png
 
caroper said:
.................... If you are immune to Blackouts too it will be priceless.
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LOL, here I am not so lucky as we average about 200 hours a month with no electricity.
I have 175 A/H battery with 500 watt inverter for the lights and small 22 watt TV + 5 KW generator for fidges, deep freezers, aircon/heaters etc, but at 4 liters per hour it's a bit costly :)
 
Garyvdh said:
Dude, taking it out on one employee is pointless. He is here to do a job that he is paid for.
We are all frustrated, but taking it out on the guys who are responsible for communication is kinda not fair.
They have been given info from their technical department and that is what they are relaying to us.
If you believe it is lies, then I would expect that you would have moved on a long time ago.

Personally, I just dropped my Afrihost account to a 20Gb backup and I have increased my WebAfrica account from 1 December to a 300+600 Gb.
I also cannot continue to trust them with my business either. But I am not going to sit here and make accusations or attack their employees.
I just voted with my wallet. If you haven't done that yet, then you still have that option.
If you have done it, then be glad and move on with your life.
Click to expand...

Thanks for the lecture. I'm not "taking it out on one employee" as you say. The Afribots are company REPRESENTATIVES, are they not? Therefore they are the face of the company, so to speak. Do you see where I'm going with this yet?

I've also dropped AH to backup status, so I have voted with my wallet. I am still a customer, though, so I feel like I can call them out on their bull**** if I so choose. You'll notice, though, that I haven't really commented on AH threads in this forum since I relegated them to a backup account. Until today, that is. When I received the email about Afrihost+ I decided to check out the old AH threads to see what others were saying. I made one comment that I was amused by the fact that people were still falling for their LIES. Afrigenie decided to respond, to which I replied, and then you decide to lecture me.

Afrigenie may not have lied in this thread, but the other two have in the last few months. This is my opinion, of course. I mainly say they lied because of the "NOT-SHAPING" situation we had in the last few months. It was the constant lying about this that drove me - a longtime customer - to finally move over to WA.

I never attacked anyone. I know it's their job, and therefore I don't hold them personally responsible for anything. The company itself has slowly been slipping and I'll put it down to that.

Anyway, I've wasted enough of my time on you and AH for one day. If you don't want me commenting on here, then just ban me. I made two comments in this thread today and I get the whole white knight treatment from you? Really?
 
techead said:
I replied. I hope he reads it. He sure isn't going to like what I had to say.
Click to expand...

So did I but the automated response was a diplomatic way of saying there is not a snow balls hope of it being read.
It did make me feel better though and it is only fair to direct our frustration at him rather than the AfriGeeks.
 
I wouldn't have responded to you either. You are a childish and ill-mannered individual.
 
So after yet another dismal night (after all was supposed to be well and good), I think it's fair to say that it's about time Afrihost needs to step up. Acknowledging the ongoing problems and promising that they're vehemently working on them is the one thing, but actually making up for them would go a long way in retaining some integrity.

I'm a kind of customer that's very loyal and willing to stick with them through the variety of complex issues that go into providing a quality ADSL service. But I'm also pragmatic and at the end of the day have just come to rely on an internet connection that works - it's my livelihood after all. So I'm forced to take out a 'back-up' internet account with other service providers.

Now, not only is this an additional expense, but also an additional frustration with having to continuously swop internet accounts, checking if the problem is perhaps your line/exchange, sending PMs, support tickets etc... etc... Surely the powers that be at Afrihost can comprehend this and they desperately need to do something big to save face.

Give us something Afrihost, give us a partial refund (for the extra expense many of us are incurring from 'back-up' accounts), give us some amazing deals, but most importantly, just get the internet working again! Just do it okay.
 
Last night I was getting a reply from Afrihost support I must contact telkom to recreate my port

Good Evening

I hope you are well

I have had A look at your account with the data portion that is managed by us and I have seen there are some/no errors on the data that show on the line and can affect it, in the meantime I have re provisioned the data on the network and run an audit for you ensuring a great new session
Please could you contact telkom to recreate the ports for you and reset your line back up to speed, once this is complete you may need to reboot the router to continue
I have also looked at the trace routes that you have sent and they seems fine as the international speeds are the expected 200 ms or sightly more
Please ask telkom to maybe test your line for you if you are unsure
If there is anything else please feel free to ask

Afrihost.com
Pure Internet Joy!

Please visit your Afrihost Client Zone, https://clientzone.afrihost.com to activate your account, update your details, make changes to your account and packages and much much more.


Ticket Details
Ticket ID: CYX-575-67183
Department: Afrihost - ADSL Support
Priority: High

Helpdesk: https://support.afrihost.com/?/Default


Funny webafrica was working fine
There say this trace routes are fine
ImageUploadedByTapatalk1416371915.240092.jpg
This was yesterday evening
This morning the traceroute look match better
See what's happen under load
 
Seeing this new campaign was the last straw... What sad for me is the people here that are probably leaving represent at best 0.5% of their customer pool and wont matter in the long run.

Maybe this is all part of the pressure they receiving MTN being the new owners, who knows. Just no longer aligns with the customer. AND what's worse for me is AH was a trend setter and industry shaker, now they are just another corporate hat...
 
Good Morning Guys

I'm posting a general message here because I don't think I can reply to every message individually, and pretty much all the posts I've read relate to the poor performance on the network at the moment. If I missed anything not related, please PM me. I'll be answering all my PM's this morning as quickly as I can.

I totally understand the anger and frustration expressed here. For many of you the overall experience is not what it should be, and I promise that we're not sparing any effort or expense to try and get it to what it should be. We've flown people in from overseas and we're constantly working with MTN's network people and some external consultants to try and get this sorted as quickly as possible. We've seen some improvement here and there, but there still seem to be periods when performance is really poor, and I promise you we are monitoring these issues and are aware of when it's not what it should be.

I can also promise that the Afrihost Plus launch has not in any way hindered the work that is going on with the network and if we believed for a moment that it could impact our client's experience in a negative way we would put the brakes on. We will also be watching closely to make sure that this is the case when the product goes live in the coming days.

I really appreciate that while some of you are frustrated, you are still sticking around and waiting for us to make this right, and I truly believe that we will. Your support and faith in us means everything and I promise we have no intention of taking your trust for granted.
 
I have a problem. Both lines running through same exchange from the same building but the results are different:

40Mb line 1:

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

1 1 ms 1 ms 1 ms 192.168.4.254
2 2 ms 1 ms 1 ms HOME [192.168.5.254]
3 10 ms 11 ms 20 ms 105-236-10-65-esr-lo.mtnbusiness.co.za [105.236.
10.65]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * 59 ms 58 ms 196.31.220.21
12 70 ms * * 196.31.63.202
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * 57 ms cms-gm.afrihost.com [197.242.144.102]

40Mb line 2:

1 <1 ms 1 ms 1 ms HOME [192.168.4.253]
2 8 ms 9 ms 8 ms 105-236-10-65-esr-lo.mtnbusiness.co.za [105.236.10.65]
3 27 ms 32 ms 26 ms ipc-recieve-tb-1a.mtnbusiness.net [41.181.53.150]
4 34 ms 33 ms 33 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.198.188]
5 34 ms 34 ms 34 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 34 ms 38 ms 36 ms ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]
7 49 ms 70 ms 49 ms rb-cr-1.za--ct-cr-2.za.mtnns.net [196.44.31.69]
8 48 ms 55 ms 48 ms jh-dca-2.za--jh-cr-1.za-a.mtnns.net [196.44.0.221]
9 87 ms 55 ms 56 ms 196.31.220.10
10 55 ms 54 ms 55 ms 196.31.220.21
11 56 ms 56 ms 56 ms 196.31.63.202
12 49 ms 49 ms 49 ms vl9-ah-ha-2.za.mtnbusiness.net [196.30.42.133]
13 57 ms 56 ms 56 ms cms-gm.afrihost.com [197.242.144.102]
 
dt513 said:
I have a problem. Both lines running through same exchange from the same building but the results are different:

40Mb line 1:

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

1 1 ms 1 ms 1 ms 192.168.4.254
2 2 ms 1 ms 1 ms HOME [192.168.5.254]
3 10 ms 11 ms 20 ms 105-236-10-65-esr-lo.mtnbusiness.co.za [105.236.
10.65]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * 59 ms 58 ms 196.31.220.21
12 70 ms * * 196.31.63.202
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * 57 ms cms-gm.afrihost.com [197.242.144.102]

40Mb line 2:

1 <1 ms 1 ms 1 ms HOME [192.168.4.253]
2 8 ms 9 ms 8 ms 105-236-10-65-esr-lo.mtnbusiness.co.za [105.236.10.65]
3 27 ms 32 ms 26 ms ipc-recieve-tb-1a.mtnbusiness.net [41.181.53.150]
4 34 ms 33 ms 33 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.198.188]
5 34 ms 34 ms 34 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 34 ms 38 ms 36 ms ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]
7 49 ms 70 ms 49 ms rb-cr-1.za--ct-cr-2.za.mtnns.net [196.44.31.69]
8 48 ms 55 ms 48 ms jh-dca-2.za--jh-cr-1.za-a.mtnns.net [196.44.0.221]
9 87 ms 55 ms 56 ms 196.31.220.10
10 55 ms 54 ms 55 ms 196.31.220.21
11 56 ms 56 ms 56 ms 196.31.63.202
12 49 ms 49 ms 49 ms vl9-ah-ha-2.za.mtnbusiness.net [196.30.42.133]
13 57 ms 56 ms 56 ms cms-gm.afrihost.com [197.242.144.102]
Click to expand...

It's hard to say what could be behind this, it could be the problems on the network, or perhaps related to either the lines or the accounts they are using.

The first trace times out before it reaches our network, and this is very unusual even with high ping. We'd need to test a little further, and see if the accounts are switched if this persists in the same way.

Do you want to drop me a PM and we'll see what we can do?
 
AfriMan said:
It's hard to say what could be behind this, it could be the problems on the network, or perhaps related to either the lines or the accounts they are using.

The first trace times out before it reaches our network, and this is very unusual even with high ping. We'd need to test a little further, and see if the accounts are switched if this persists in the same way.

Do you want to drop me a PM and we'll see what we can do?
Click to expand...

Now I just used one of your support Users accounts and its fine :/
Busy with support atm thanks :)
 
Thanks for the feedback this morning, but i don't think you guys actually care what happens to some people due to the strain on the network. I have not been able to do some of my work properly the past 2 months because my line is unusable every night. This is unacceptable and not at all what im paying for. What angers me the most is that we cannot take you guys on even though we as customers do not get the service we are paying for. What you guys are doing without compensation to clients should be illegal as i am sure most of your client base has built up a bigger expenditure on other ISP services than what they wanted because they didnt have a choice.
 
Skimmie said:
Thanks for the feedback this morning, but i don't think you guys actually care what happens to some people due to the strain on the network. I have not been able to do some of my work properly the past 2 months because my line is unusable every night. This is unacceptable and not at all what im paying for. What angers me the most is that we cannot take you guys on even though we as customers do not get the service we are paying for. What you guys are doing without compensation to clients should be illegal as i am sure most of your client base has built up a bigger expenditure on other ISP services than what they wanted because they didnt have a choice.
Click to expand...

We absolutely do care and I'm pretty sure that our next priority once the network is performing well will be to assess the impact this has had on our relationship with our clients. This is really important to us and we'll do whatever it takes to win back our clients trust.

I'm really sorry that we have let you down and this has impacted your work. I can promise that we'll keep working at this until we can give you the performance you should be getting and you can get your work done without these frustrations :(
 
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