Afrihost CAPPED ADSL Feedback (MTN)

Status
Not open for further replies.
ryu said:
was very bad last night, had a few torrents going and it was painfully slow, eventually stopped those as i needed to do some work and even browsing was slow :( not happy.

switched over to my webafrica (my last 1gb) just to do my work, i dont have anymore backup bandwidth so i really hope things will improve soon else i'll have no choice but to cancel my capped account with you guys.
Click to expand...

If browsing was slow then we may need to test further. We're trying ensure that even when demand is high we can try to deliver a good experience on priority services wherever possible.

Have you tested with our support team yet?
 
Jola said:
So now one of your support staff seems to be implying that I am lying when I state what your debits were to my account :

"Please forward us the statement that the amount R289.35 has come off your credit card so that we can confirm that it is true."

So I guess that you have no idea what your system is doing ?

Or do you send your support staff on a special course on "How To Alienate Clients"

Anyway, I have sent a copy of the statement with all the debits. The one of relevance is on 3 Oct.
Click to expand...

When I checked this out I definitely saw that a credit was passed, but maybe we should try and figure this out together once and for all.

Please PM me and I promise I will give this my full attention until we figure it out :(
 
AfriMan said:
I'm sorry that we've let you down. I absolutely take your point that the internet is more a necessity than a luxury in today's world and not getting the service you need has a real impact.

I'm just a bit concerned that you say you've had issues going back 6 months, as we only started seeing demand increase around end of September, and we're showing mostly normal performance at the moment.

Have we done full and thorough troubleshooting with you?
Click to expand...

Thanks for your response.

I would consider full and thorough troubleshooting to be creating a lasting solution. I have spent way more hours than I care to remember on the phone with your call centre and logging and sending through various speed test and ping results. At one stage I was only dealing with a supervisor. The problem is that although the connection can usually be improved for a while it always slows down again within a week or two.

Usually the blame gets passed on to Telkom and the exchange, but when I'm getting a full 9Mb on speed test on a Telkom guest account and under 2 on my Afrihost account, it's clear where the problem lies. As with most problems though, it's intermittent which always makes solving it harder.

Not to mention your call centre staff who, though helpful, don't really seem that clued up on what's happening or how to fix anything. I often get totally different stories and solutions from each person I speak to, even on then same day. If a port reset doesn't work, then it gets labelled as a Telkom problem and 'escalated'.

Either way, I'm gatvol of having to spend so much of my own time trying to just keep my line speeds up. I'm going to see what my options are with other ISPs.
 
Getting a solid and consistent 6mbps :)

On my 40mbps line :cry:
 
Last edited:
DotKomrade said:
Thanks for your response.

I would consider full and thorough troubleshooting to be creating a lasting solution. I have spent way more hours than I care to remember on the phone with your call centre and logging and sending through various speed test and ping results. At one stage I was only dealing with a supervisor. The problem is that although the connection can usually be improved for a while it always slows down again within a week or two.

Usually the blame gets passed on to Telkom and the exchange, but when I'm getting a full 9Mb on speed test on a Telkom guest account and under 2 on my Afrihost account, it's clear where the problem lies. As with most problems though, it's intermittent which always makes solving it harder.

Not to mention your call centre staff who, though helpful, don't really seem that clued up on what's happening or how to fix anything. I often get totally different stories and solutions from each person I speak to, even on then same day. If a port reset doesn't work, then it gets labelled as a Telkom problem and 'escalated'.

Either way, I'm gatvol of having to spend so much of my own time trying to just keep my line speeds up. I'm going to see what my options are with other ISPs.
Click to expand...

I agree that we should always be looking for lasting solutions. However, it does always depend on the nature of the problem. The reality is that a big part of the DSL signal chain relies on old copper cabling, which degrades and responds to environmental factors. The network itself also has a constantly changing demand, but we try to work within the parameters to give you the best possisble experience.

If you feel that we've let you down and you'd rather look elsewhere, I can totally understand and respect that. However, if you do feel there is still an opportunity to try and resolve this to your satisfaction, please send me a PM :(
 
AfriMan said:
I agree that we should always be looking for lasting solutions. However, it does always depend on the nature of the problem. The reality is that a big part of the DSL signal chain relies on old copper cabling, which degrades and responds to environmental factors. The network itself also has a constantly changing demand, but we try to work within the parameters to give you the best possisble experience.

If you feel that we've let you down and you'd rather look elsewhere, I can totally understand and respect that. However, if you do feel there is still an opportunity to try and resolve this to your satisfaction, please send me a PM :(
Click to expand...

Once again, thanks for your response. I've been like the frog in boiling water though. I've been dealing with a slowly degrading service for so long now that I've suddenly realised it isn't worth it any more and I've given in. I've given you guys so many opportunities to keep my business, inconsequential though it may be. I've begged, pleaded, threatened, even sworn on occasion. I've dealt with supervisors, developers and call centre staff. I've spoken to you or your colleague directly on these forums.

Nothing has helped. Right this minute, I'm getting under 4Mb on my 10 meg line.
 
AfriMan said:
When I checked this out I definitely saw that a credit was passed, but maybe we should try and figure this out together once and for all.

Please PM me and I promise I will give this my full attention until we figure it out :(
Click to expand...

I will PM you, but it does not seems as if your support guys are able to fix this issue.

Maybe if I can just get the credit then I will go and buy data from Axxess ?
 
roadcat said:
If you are on a "legacy" bundle you do not get double data. I rebundled now to qualify for it again. Pricing on VDSL bundles is basically the same as before.
Click to expand...

I have been trying to rebundle with major problems, does not seem as if either the self-service or the staff know how to do this.
 
Beri said:
got until last month. nothing this month
Click to expand...
Yes, as Afriman pointed out a little earlier in the thread, this was an error for the legacy bundles, consider it a bonus :) If you are on VDSL no issues as pricing remains the same, not so for ADSL I think.
 
Jola said:
I have been trying to rebundle with major problems, does not seem as if either the self-service or the staff know how to do this.
Click to expand...

Fairly simple. Unbundle under your line in clientzone. Then rebundle the package you want. Rebundling is sometimes easier via www.afrihost.com rather than clientzone, but that might just be me.
 
Beri said:
Any reason that we did not get double data this month?
Click to expand...

Some custom bundles were not meant to get double data, but due to a bug in the system did in fact get extra data in error for a month or two. However, we've rectified this to ensure that only the eligible bundles receive double data.

I can check your account to confirm this for you.
 
DotKomrade said:
Once again, thanks for your response. I've been like the frog in boiling water though. I've been dealing with a slowly degrading service for so long now that I've suddenly realised it isn't worth it any more and I've given in. I've given you guys so many opportunities to keep my business, inconsequential though it may be. I've begged, pleaded, threatened, even sworn on occasion. I've dealt with supervisors, developers and call centre staff. I've spoken to you or your colleague directly on these forums.

Nothing has helped. Right this minute, I'm getting under 4Mb on my 10 meg line.
Click to expand...

I'm really sorry, this really does sound like a pretty awful ordeal. My offer does stand though, if you would like to chat further and try to get a solution.
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X