Afrihost CAPPED ADSL Feedback (MTN)

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AfriMan said:
I'm not sure how we ignoring complaints or saying that there isn't a problem. We've said several times (a day) that we know there is a demand issue, we're doing our best to improve current performance and now confirmed that we are upgrading IPC.

Obviously your accounts may not be performing as they should because there is contention for bandwidth on the network. It would be completely unreasonable to think that you could to definitive testing when there is an unknown intermittent issue like contention which will definitely skew results. I don't think you need to be tech savvy to know that you can't test or draw conclusions under those circumstances.
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It's answers like these that are killing us.
 
AfriMan said:
I'm not really here to protect my job. Gian and the directors would always rather we tell the truth and face the consequences than lie to our clients. I can't give you the answer you want because it's not the case. So I don't know how it benefits us to ask it in different ways. The answer is we don't shape capped accounts.
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That is an outright lie.
 
Mark.K said:
Are you saying if the network is very busy p2p is slowed down to allow other services to run better until the network contention gets better?
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We're seeing that P2P in generally is not performing as well as other services during high demand periods. It could due to the nature of P2P traffic. But I expect this will probably improve immediately once we get additional capacity.
 
KillerBOB said:
That is an outright lie.
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Again, you have expressed your view/opinion several times. I don't think I can convince you otherwise, but I'm not going to say we're doing something that we're not. I think you can make up your mind about what you choose to believe and let's move on to queries where I can actually help you or anyone else experiencing issues not related to demand and contention.
 
AfriMan said:
We don't shape Capped accounts. Changes we've made to the network apply to overall network efficiency to provide a better experience to users under the demand constraints, as I understand them. We are very aware of the provisions of the product we've advertised. We've seen clients experience various artefacts/symptoms of contention when demand is very high, but we are definitely not applying rate-limits or protocol based rules to limit traffic to specific value (or blocking them/fire walling).
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Explain to me then why all other traffic is running as normal while P2P has no throughput at all. If contention is to blame should all traffic not be affected?
 
AfriMan said:
Again, you have expressed your view/opinion several times. I don't think I can convince you otherwise, but I'm not going to say we're doing something that we're not. I think you can make up your mind about what you choose to believe and let's move on to queries where I can actually help you or anyone else experiencing issues not related to demand and contention.
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Alright then. I've got what I need. Thank you so much.
 
acidman1 said:
Explain to me then why all other traffic is running as normal while P2P has no throughput at all. If contention is to blame should all traffic not be affected?
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It depends because the nature of contention is intermittent. We've increased network efficiency to allow better throughput, so some services may perform better due to nature of those service. I don't really know the science behind this but maybe it's to do with single thread vs multiple thread network actions, or just how torrents work. But for some clients they seem to experience the opposite where speedtest are poor but torrents are consistent. It's simply impossible to predict when you have an unknown factor like contention colouring all your testing.
 
AfriMan said:
We're seeing that P2P in generally is not performing as well as other services during high demand periods. It could due to the nature of P2P traffic. But I expect this will probably improve immediately once we get additional capacity.
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Since p2p is multithreaded it will generally perform much better than regular traffic during periods of high contention. Only if it is shaped or throttled will it perform worse.
 
AfriGuy said:
P2P may be degraded, the available bandwidth for download specific protocols is being contended.
Upgrades are on the way though, so things will improve.
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Don't know if you guys missed this post. The available bandwidth allocated to downloads is what is being contended. Bandwidth allocated to realtime is clearly not, therefor it's running fine.

This is not traffic shaping as generally understood. This is bandwidth management on service level.
 
Orihalcon said:
Don't know if you guys missed this post. The available bandwidth allocated to downloads is what is being contended. Bandwidth allocated to realtime is clearly not, therefor it's running fine.

This is not traffic shaping as generally understood. This is bandwidth management on service level.
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Yes I agree with that. Afriman mentioned some customers experiencing the opposite though so where does that leave the statement?
 
Gatecrasher said:
Nope, this is shaping.
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My post is to highlight why they are saying it's not shaping...

If they merely allow all bandwidth to be allocated to realtime and leave p2p bandwidth at nothing then they don't need to enforce any protocol shaping as the total demand will pull it dead. Semantics, but still. All word play as the effect being felt by customers is = shaping.
 
acidman1 said:
Yes I agree with that. Afriman mentioned some customers experiencing the opposite though so where does that leave the statement?
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I'd also like to know as I've not read a single post in the last 3 weeks where that was the case. Realtime being dead and p2p being awesome...nope. Cannot find something like that.
 
So, essentially, while i'm paying a monthly premium for a service that I cannot use as I would like to, the general idea is that I should suck it up, while you wait for your capacity upgrades/ network to be fixed, and then carry on happily from there on out once they have been resolved.
That's like going to a restaurant, paying for a meal, it gets to your table cold, you complain to your waiter, who then informs you that they are fully packed, under staffed and can't give me the warm meal i paid for, but once the building renovations are complete and new staff are employed they can assure us that the next meal we get will be warm!

I'm sorry, it's just not acceptable. People post things here because we are frustrated.
 
Ai tog. Was hoping i can at least use the service till cancel time but looking at this i have to make another plan.

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BrendanMc said:
So, essentially, while i'm paying a monthly premium for a service that I cannot use as I would like to, the general idea is that I should suck it up, while you wait for your capacity upgrades/ network to be fixed, and then carry on happily from there on out once they have been resolved.
That's like going to a restaurant, paying for a meal, it gets to your table cold, you complain to your waiter, who then informs you that they are fully packed, under staffed and can't give me the warm meal i paid for, but once the building renovations are complete and new staff are employed they can assure us that the next meal we get will be warm!

I'm sorry, it's just not acceptable. People post things here because we are frustrated.
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Maybe it's not acceptable in other countries but this is South Africa. We don't do refunds, it's put up with it and deal. Everything is best effort.
 
acidman1 said:
Yes I agree with that. Afriman mentioned some customers experiencing the opposite though so where does that leave the statement?
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The experience depends on the demand in your region.
Generally we are seeing more and more improvements though, and with the upgrades implemented we'll be back to normal speeds.
 
How the heck do you oversell bandwidth to the point where you have to shape capped accounts? That's some poor network management.
 
Unhappy438 said:
How the heck do you oversell bandwidth to the point where you have to shape capped accounts? That's some poor network management.
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According to them they are not shaping. It is because your neighbors are hogging all the bandwidth that you are experiencing degraded performance.
 
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