Afrihost CAPPED ADSL Feedback (MTN)

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AfriGenie said:
Let me see if I could make more sense...

Each of our Capped users is supposed to receive as much throughput as their ADSL line allows at all times. However, after the update that was done on our Network Management Software over the weekend, each Capped account was only getting between 1/3 to 1/4 of the throughput they should be getting. In some cases even less.

Our Network Management Software thinks it is assigning the correct bandwidth to each account, when it is in actual fact not doing so, creating an artificial contention as some areas are now vying for bandwidth and in other areas not. This is why some users have a very good latency and others a high latency.
Click to expand...

artificial contention.... :erm:

I fold.
 
AfriGenie said:
:erm:

Artificial is perhaps the wrong word... Perhaps rather creating contention where there should not be contention?
Click to expand...

look, I'm reading this forum and the business uncapped and normal uncapped forum each day and you have a lot of irate customers. Dont be fooled, this is your own doing. Whether you are blowing us smoke or not, it really comes down to the fact that you guys have made a total mess of things.

Any corporate should have a rollback plan. At least we do. We can do a complete system rollback in the event of a total cock-up. Sure, it will take about 12-24 hours but we have that process in place.

What is MORE concerning is that you guys dont appear to have any testing cycle whatsoever. All it would have taken was putting a small pool of users onto a test environment (over simplifying I know, but the principle remains the same) and you would have seen right away that there was something wrong.

Instead, you you've buggered up the entire client base, across the entire country. I was pretty angry earlier this week, but I now actually feel more sorry for you guys than anything else.
 
AfriGenie said:
Let me see if I could make more sense...

Each of our Capped users is supposed to receive as much throughput as their ADSL line allows at all times. However, after the update that was done on our Network Management Software over the weekend, each Capped account was only getting between 1/3 to 1/4 of the throughput they should be getting. In some cases even less.

Our Network Management Software thinks it is assigning the correct bandwidth to each account, when it is in actual fact not doing so, creating an artificial contention as some areas are now vying for bandwidth and in other areas not. This is why some users have a very good latency and others a high latency.
Click to expand...

So, this would cause the packet loss at every hop, insane latency spikes, at every hop, and throughput being limited to the third of line speed internationally?
 
techead said:
look, I'm reading this forum and the business uncapped and normal uncapped forum each day and you have a lot of irate customers. Dont be fooled, this is your own doing. Whether you are blowing us smoke or not, it really comes down to the fact that you guys have made a total mess of things.

Any corporate should have a rollback plan. At least we do. We can do a complete system rollback in the event of a total cock-up. Sure, it will take about 12-24 hours but we have that process in place.

What is MORE concerning is that you guys dont appear to have any testing cycle whatsoever. All it would have taken was putting a small pool of users onto a test environment (over simplifying I know, but the principle remains the same) and you would have seen right away that there was something wrong.

Instead, you you've buggered up the entire client base, across the entire country. I was pretty angry earlier this week, but I now actually feel more sorry for you guys than anything else.
Click to expand...

The company that designed and implemented our Network Management System have been doing testing for months, it was definitely not a knee-jerk upgrade that was done at the drop of a hat. A rollback was considered, but is unfortunately not feasible, at least this is what I was told.
 
i.got~issues said:
So, this would cause the packet loss at every hop, insane latency spikes, at every hop, and throughput being limited to the third of line speed internationally?
Click to expand...

Unfortunately yes. Especially in the South that is still affected worse than the North.
 
AfriGenie said:
The company that designed and implemented our Network Management System have been doing testing for months, it was definitely not a knee-jerk upgrade that was done at the drop of a hat. A rollback was considered, but is unfortunately not feasible, at least this is what I was told.
Click to expand...

Look, it's nothing personal but your supplier is shyte then. If they have been doing testing for "months" and still manage to create this much mess, I sure hope that contract is up for re-evaluation pretty soon.

All things considered, people actually dont care about the supplier anyway. Afrihost are the ones being dragged through the dirt.
 
AfriGenie said:
Unfortunately yes. Especially in the South that is still affected worse than the North.
Click to expand...

Thanks.

At least there is now a hint of an end to the past 3 months of rubbish internet... just hurry the team and make it again what it used to be... what it should be. Mush, mush, mush!

training.jpg
 
Seems that the whole year was a big mess for Afrihost, from having to upgrade IPC twice, to IOS downloads and then Management software issues. A lot of excuses or blaming "outside factors". All it shows is that they don't have a handle on their business anymore, this is confirmed by the amount of issues other ISP's have had this year.

Afrihost has the fastest growing threads on MyBB and it isn't because of praises being sung! Gian must be so proud of what all his hard work has achieved!
 
AfriGenie said:
Let me see if I could make more sense...

Each of our Capped users is supposed to receive as much throughput as their ADSL line allows at all times. However, after the update that was done on our Network Management Software over the weekend, each Capped account was only getting between 1/3 to 1/4 of the throughput they should be getting. In some cases even less.

Our Network Management Software thinks it is assigning the correct bandwidth to each account, when it is in actual fact not doing so, creating an artificial contention as some areas are now vying for bandwidth and in other areas not. This is why some users have a very good latency and others a high latency.
Click to expand...

AfriGenie said:
The company that designed and implemented our Network Management System have been doing testing for months, it was definitely not a knee-jerk upgrade that was done at the drop of a hat. A rollback was considered, but is unfortunately not feasible, at least this is what I was told.
Click to expand...

Great! 4 days of this and it doesn't seem to be getting any better.

40mb line: http://www.speedtest.net/my-result/3905783390

I cannot run my business on this. Who do I speak to about cancelling and getting a refund for this month?
 
techead said:
Look, it's nothing personal but your supplier is shyte then. If they have been doing testing for "months" and still manage to create this much mess, I sure hope that contract is up for re-evaluation pretty soon.

All things considered, people actually dont care about the supplier anyway. Afrihost are the ones being dragged through the dirt.
Click to expand...

I won't share my feelings over this matter, but you are definitely not the only person that feels that way.

Shifting the blame however was not my intention, it is our problem is correct, and we will make every effort to correct this.
 
techead said:
What is MORE concerning is that you guys dont appear to have any testing cycle whatsoever. All it would have taken was putting a small pool of users onto a test environment
Click to expand...

I'm pretty sure some guys might volunteer to be in the testing pool for some sort of discount.
 
AfriGenie said:
after the update that was done on our Network Management Software over the weekend, each Capped account was only getting between 1/3 to 1/4 of the throughput they should be getting. In some cases even less.
Click to expand...
So ... the weekend you say? Where does my crappy packet loss, that I suffer since almost a year, come into the equation? How does the useless Clientzone (for me) fit into that scenario? Is that also a software problem, or maybe a bug at my local exchange or what's going on? Anyway, you are managing my line so I expect you, Afrihost, to manage. Kick Telkom's butt to the moon if need be.
 
HermanTheGerman said:
So ... the weekend you say? Where does my crappy packet loss, that I suffer since almost a year, come into the equation? How does the useless Clientzone (for me) fit into that scenario? Is that also a software problem, or maybe a bug at my local exchange or what's going on? Anyway, you are managing my line so I expect you, Afrihost, to manage. Kick Telkom's butt to the moon if need be.
Click to expand...

What you are describing does certainly sound more like an issue with the Exchange or possibly even a line issue, especially if you have been experiencing this issues consistently for a year-long period. Could you send me a PM with your ADSL details so that I can look into this for you.
 
Now seriously, how long does Afrihost expect me to be patient for?? You call, the standard message which has been on since two days ago still testing "and thanking" me for my patience, what kind of problem can take this long???? Are we once again out of capacity? from just two weeks ago?????

I would like to know the actual contention ratios that is on the Afrihost networks right now? is it something like 1:50 or maybe 1:100?

Edit::

Just called in, waited 12 minutes on the line, an Adrian picked up, tried to lie that the problem was reported last night at 10 when on Afrihost website its since 11/11/14 @ 16:35 (the actual fault would have been much earlier), when I pointed that out he simply hung up on me, I will be claiming phone costs on that call!!!! and YES!! I have a recording of it!!
 
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Decided to take out a backup account last night as my faith in Afrihost is wavering.

I am however experiencing an improvement this morning, although not quite there yet:

WebAfrica home capped (14.68 mbps):
3905839634.png


Afrihost capped (9.2 mbps):
3905845910.png


Muizenberg, Cape Town
 
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