Afrihost CAPPED ADSL Feedback (MTN)

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acidman1 said:
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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They are just calling a sword a sharp pointy metal object, with a hilt but refusing to actually call it a sword. The fact they have admitted P2P will only improve when more bandwidth is provisioned, tells us all we need to know.
 
AfriMan, AfriBro, AfriGuy,

AfriMan, AfriBro, AfriGuy,

Why are you torturing your support call center people?

They seem to think everything is business as usual.

Your website says everything is normal on the dsl status indicator too.

I am getting between 2Mbps and 5Mbps while I am used to 38Mbps which used to be rock solid.

I asked the tortured soul about hosting issues and the answer I got was NONE but clearly there are issues as the status indicator is ORANGE.

If they were clear with me that there is an issue then bang- I would put the phone down and switch to my backup account with a different isp on the IS backbone.

Instead I got a call early this morning asking if the issue was resolved, and I said, "Yes for now but I am sure it will stuff out later" and do you know what he said? He said "Thank you"

Just called again now and was asked again to send through speed tests from another isp.

I said no.

I am now awaiting a feedback email which I was promised once I read out some of your responses to this thread which I found while waiting for the consultant to get back to me while I was on hold.

Please stop torturing your staff and clients.

Kind regards

Greg
 
Greg27 said:
AfriMan, AfriBro, AfriGuy,

Why are you torturing your support call center people?

They seem to think everything is business as usual.

Your website says everything is normal on the dsl status indicator too.

I am getting between 2Mbps and 5Mbps while I am used to 38Mbps which used to be rock solid.

I asked the tortured soul about hosting issues and the answer I got was NONE but clearly there are issues as the status indicator is ORANGE.

If they were clear with me that there is an issue then bang- I would put the phone down and switch to my backup account with a different isp on the IS backbone.

Instead I got a call early this morning asking if the issue was resolved, and I said, "Yes for now but I am sure it will stuff out later" and do you know what he said? He said "Thank you"

Just called again now and was asked again to send through speed tests from another isp.

I said no.

I am now awaiting a feedback email which I was promised once I read out some of your responses to this thread which I found while waiting for the consultant to get back to me while I was on hold.

Please stop torturing your staff and clients.

Kind regards

Greg
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Hi Greg

Sorry to hear about your slow speeds here, while demand is still around - we're seeing much more positive feedback come in.
Seeing these speeds on your account isn't great, sorry about that. I'd like to run some tests to see if I can spot anything, could you PM me please?

As for our noticeboard, the orange indicator is for a Hosting issue, this isn't related to our DSL network at all.
 
Just to save anyone hoping to get anywhere once support cannot ask for any further information, this is what you get:

Ticket Details
Ticket ID: XJU-682-10863
Department: Afrihost - ADSL Support
Type: Issue
Status: Closed
Priority: Low

Good day Greg
Hope you are well

We have had quite a few queries experiencing slow speeds over the last few weeks and we know that experience (up to late last week) was quite poor at times for many of our clients.

At the moment, we are seeing increased demand in all regions (North, South & East) of our DSL network. We have partially addressed these issues by upgrading software on our shaping management system and making changes to optimize how we manage traffic on the network. This mostly entails ensuring that we catch shaped services more efficiently and shape them to the correct extent, which leaves more available bandwidth for priority realtime services.

Some clients may experience torrents and other P2P services running slow than usual while general speeds are normal or close to normal. This is due to demand on the network and we are trying to provide the best possible experience during periods of high demand.

Some clients may also want to know when we are upgrading our network or additional IPC. It’s important that clients understand that network upgrades and increased demand are a normal function of running a national network and this is something that is monitored on an ongoing basis and we do ongoing capacity planning to ensure that we have adequate capacity to provide clients with the value they pay for. Occasionally, there are unprecedented spikes in demands and changes in user behavior that cause these plans to be reviewed and possibly adjusted. However, while we do adjust these plans from time to time based on our realtime reports, we also continually make sure that we optimize our network for the best performance with current resources at all times, as the clients day to day experience is the most important thing, and upgrading our network is a long term solution that can take weeks or months to take effect, based on availability and negotiations with our upstream suppliers like Telkom and MTN.

Regards to Hosting
We are receiving reports from clients of slow response or no connection to some Shared Hosting services. Affected clients may be unable to browse their websites, access emails or experience very slow response to these services. Our engineers are investigating and we hope to restore normal services as soon as possible. We sincerely apologize to affected clients for any inconvenience.

We are trying our best to resolve all the above issues as soon as possible.
Your patience would be greatly appreciated.

Yours Sincerely.




Afrihost.com
Pure Internet Joy!
 
Please post an example of positive feedback, as I would like to see that before I can possibly believe it.
 
Greg27 said:
Please post an example of positive feedback, as I would like to see that before I can possibly believe it.
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There's quite a bit around these forums.
As mentioned, I'd like to check things out on the account and run tests - please PM me.
 
FFS

Afrihost.com
Pure Internet Joy!

^^ This should be removed from all support correspondence... it is patronizing and antagonistic!
 
AfriGuy said:
There's quite a bit around these forums.
As mentioned, I'd like to check things out on the account and run tests - please PM me.
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I have run every test, captured every screenshot and read dozens of forum pages while on hold.

No positivism to be seen anywhere, except for on your DSL status page that is!

"DSL Status:
Our DSL Broadband network is running like a bomb! Everything is copacetic and we’re good to GO!"
 
Greg27 said:
I have run every test, captured every screenshot and read dozens of forum pages while on hold.

No positivism to be seen anywhere, except for on your DSL status page that is!

"DSL Status:
Our DSL Broadband network is running like a bomb! Everything is copacetic and we’re good to GO!"
Click to expand...

Please PM so I can look into this further.
 
At the moment, we are seeing increased demand in all regions (North, South & East) of our DSL network. We have partially addressed these issues by upgrading software on our shaping management system.

Says it all there...
 
I am currently on a 2MB home uncapped account, which is pretty much useless. Shaped all the time.
I made the decision to switch to a capped account, however, after reading the last 5 or so pages of this forum, I'm worried that my move to capped may have been a lateral one.

Have I been bamboozled into thinking that the capped account is a land of milk and honey?

Any thoughts?
 
rhodad said:
I am currently on a 2MB home uncapped account, which is pretty much useless. Shaped all the time.
I made the decision to switch to a capped account, however, after reading the last 5 or so pages of this forum, I'm worried that my move to capped may have been a lateral one.

Have I been bamboozled into thinking that the capped account is a land of milk and honey?

Any thoughts?
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Capped is definitely not shaped, however due to demand issues P2P and downloads may be degraded.
With the upgrades in place this will be a thing of the past though.

Remember that even when your Uncapped account is shaped, realtime services will never be affected.
 
AfriGuy said:
Capped is definitely not shaped, however due to demand issues P2P and downloads may be degraded.
With the upgrades in place this will be a thing of the past though.

Remember that even when your Uncapped account is shaped, realtime services will never be affected.
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how/what decides that P2P gets "degraded"??? Or does your system magically know that P2P needs to be on a "go slow" while your capacity is through the floor
 
techead said:
how/what decides that P2P gets "degraded"??? Or does your system magically know that P2P needs to be on a "go slow" while your capacity is through the floor
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When contention gets higher the heavier traffic gets degraded. This is done to protect the overall network.
 
Hey guys

We've officially got another legend on our team, introducing AfriGenie!
Say howzit, be nice, be gentle (don't want to scare him off just yet ;)) and ask away.

He'll be helping AfriMan and myself around these parts.
He's been in the Afrihost family for ages, so he definitely knows his stuff, great to have him on board with us!
 
techead said:
so this is something that is DONE. It's an active function. Not something that magically happens.

right?
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It's something that's on our network all the time, regardless of demand at the time.
Obviously it's only active when demand is high though.
 
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