ScottulusMaximus
Honorary Master
No, I have no line whatsoever...
And while I'm on a bit of a rant, why the **** does Telkom keep transferring me to non existent numbers that just disconnect when I want to escalate!?!?!?!?
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Afrihost CAPPED ADSL Feedback (MTN)
- Thread starter eddief1
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No, I have no line whatsoever...
And while I'm on a bit of a rant, why the **** does Telkom keep transferring me to non existent numbers that just disconnect when I want to escalate!?!?!?!?
It's not they're doing this 'intentionally", as I understand it. Their new system manages sync based on SNR and other stats to the optimal sync rate for the a stable service, and at the moment we don't have the option to set the sync rate manually. We're still waiting for access to the system and also more info on how it works and how often it reviews the sync rate.
ScottulusMaximus
Honorary Master
Thnx, PM sent! will keep trying from my end too
Hi Afrihost
I didn't want to start a new thread about my experience so am piggy backing off this thread.
The local Telkom techies in my area seem extremely incompetent, and keep disconnecting my ADSL line. Is there any way to sort this out? My experiences are summarised as follows:
(1) My neighbour (who happens to be my fiance's sister) last year requested 4meg ADSL to be installed at her house. Telkom told them 4meg was not possible in the area and they could only get a 2meg line, to which she responded by stating I (the next door neighbour) have a 4meg line, so it is indeed possible. Telkom's solution? They downgraded me to 2megs to "prove a point".
(2) The neighbour cancelled the ADSL during the year, but has subsequently asked for it to be restored. Telkom installed the line at her place yesterday, but at the same time have disconnected me.
Is there anything that I or Afrihost can do for this incompetence? My only solution is to put pressure on you, to put pressure on Telkom - by requesting a refund for no service (despite, I understand, it essentially being Telkom's problem).
My Afrihost call centre experience hasn't been great either. In short:
(a) My line went mysteriously down on 19 December just as my leave started :/ When access was restored on 29 December, it was never marked as such on your systems (I understand this is a Telkom / Afrihost issue?);
(b) I have not received a single SMS confirming fault reference numbers from Afrihost from December, despite assurances that the smses were sent;
(c) I logged an additional fault last night about the new downtime (see para (2) above). I checked this morning and was told that no fault was logged on the system. Great. Can I make a formal complaint about this?
(d) I also requested a refund this morning for my December downtime only to be told that this was not possible until I confirmed with your support staff, that access was restored (which was the case until last night). Surely that is the job of the call centre agent (i.e. an internal procedure)? I subsequently have done this, and called again to request the refund. Again, despite the agent confirming that an sms will be sent with ticket IDs, I have received nothing. Luckily I requested the agent to email me whilst I was still on the phone.
I am not sure personally whether this is a vent, or whether there is anything you can actually do to assist in this. But for this, I might have upgraded from a 4meg capped account to a 10meg capped account but I am, unfortunately, thinking twice.
I didn't want to start a new thread about my experience so am piggy backing off this thread.
The local Telkom techies in my area seem extremely incompetent, and keep disconnecting my ADSL line. Is there any way to sort this out? My experiences are summarised as follows:
(1) My neighbour (who happens to be my fiance's sister) last year requested 4meg ADSL to be installed at her house. Telkom told them 4meg was not possible in the area and they could only get a 2meg line, to which she responded by stating I (the next door neighbour) have a 4meg line, so it is indeed possible. Telkom's solution? They downgraded me to 2megs to "prove a point".
(2) The neighbour cancelled the ADSL during the year, but has subsequently asked for it to be restored. Telkom installed the line at her place yesterday, but at the same time have disconnected me.
Is there anything that I or Afrihost can do for this incompetence? My only solution is to put pressure on you, to put pressure on Telkom - by requesting a refund for no service (despite, I understand, it essentially being Telkom's problem).
My Afrihost call centre experience hasn't been great either. In short:
(a) My line went mysteriously down on 19 December just as my leave started :/ When access was restored on 29 December, it was never marked as such on your systems (I understand this is a Telkom / Afrihost issue?);
(b) I have not received a single SMS confirming fault reference numbers from Afrihost from December, despite assurances that the smses were sent;
(c) I logged an additional fault last night about the new downtime (see para (2) above). I checked this morning and was told that no fault was logged on the system. Great. Can I make a formal complaint about this?
(d) I also requested a refund this morning for my December downtime only to be told that this was not possible until I confirmed with your support staff, that access was restored (which was the case until last night). Surely that is the job of the call centre agent (i.e. an internal procedure)? I subsequently have done this, and called again to request the refund. Again, despite the agent confirming that an sms will be sent with ticket IDs, I have received nothing. Luckily I requested the agent to email me whilst I was still on the phone.
I am not sure personally whether this is a vent, or whether there is anything you can actually do to assist in this. But for this, I might have upgraded from a 4meg capped account to a 10meg capped account but I am, unfortunately, thinking twice.
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Wow, really feeling your pain in this post, you've definitely had a pretty horrible experience and I'm sad to see that we seem to have added to this experience.
Nothing seems normal on the Telkom side of things, I really can't see why what is happening with your neighbour is affecting you, especially dropping you to 2Mbps.
On our side though, we should definitely be logging faults immediately when you report them to us and also giving you SMS feedback or by email. One thing to note is that we don't refund for downtime, we log a dispute with Telkom who credit you directly for any downtime due to line faults, but they do so where you have logged a fault and the duration of that fault.
Drop me a PM so I can advise you and also chase this up on our side.
That's even better then because I know its not Afrihost's fault wrt Telkom techies, so if I can make Telkom feel a little pain, all the best.
Will send a PM now - thanks for prompt feedback.
ScottulusMaximus
Honorary Master
Sorted, thnx for the help!
Well looks like I am on my own on this problem. Line still on 6Mbps. Afrihost line support logged a Telkom fault yesterday and simply advised me to call 10210 and ask for them to change it.
Looks like I'm just going to cancel the line. Afrihost have no say on the adsl line at all. Their hands are tied and Telkom can do with their lines as they please. Honestly speaking I don't think ISP's should be allowed to sell adsl line anymore if this is how it is running in the back end.
Looks like I'm just going to cancel the line. Afrihost have no say on the adsl line at all. Their hands are tied and Telkom can do with their lines as they please. Honestly speaking I don't think ISP's should be allowed to sell adsl line anymore if this is how it is running in the back end.
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Telkom has assured us this is only a temporary shortcoming, to be honest, I am not sure if they can even update the line sync at the moment, of the many lines I have asked to have the line sync updated only two have not gotten a "The line cannot go higher than the current sync" response.
Telkom has assured us this is only a temporary shortcoming, to be honest, I am not sure if they can even update the line sync at the moment, of the many lines I have asked to have the line sync updated only two have not gotten a "The line cannot go higher than the current sync" response.
Temporary but for me paying the full price for 10Mbps while stuck on 6Mbps is not fair. I mean I am paying for 10Mbps and my line CAN handle 10Mbps so I don't understand why I should continue to pay for something I can't get. Not fair at all.
Downgrading to 4Mbps then back to 10Mbps will fix the issue but it will cost me money. Called 10210 and they can't do nothing because it is a wholesale dsl line. Contact your ISP is the response.
Super frustrated now actually.
Telkom has assured us this is only a temporary shortcoming, to be honest, I am not sure if they can even update the line sync at the moment, of the many lines I have asked to have the line sync updated only two have not gotten a "The line cannot go higher than the current sync" response.
Bro, this is my story since 2009. My exchange only "allows" for 6 meg max. That said, I've never had exchange congestion and very few issues over the years so can't complain really.
BANG_Mutha
Senior Member
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The main reason why most people jumped on to Afrihost Plus was because you guys said that double data was ending in December unless we took Afrihost Plus. The other value adds are nice but not the main reason why Afrihost Plus was taken up. Now double data continues and people who didnt pay for Afrihost Plus still continue to get it?
The new system has caused a few headaches for us. Unfortunately, we also can't offer special pricing for intermediary syncs due to Telkom's pricing, as many people are now dropped to lower syncs due to the system's settings.
I think Telkom should also get better at setting system to be less strict in downgrading lines so quickly, but I guess any new system comes with teething problems. I do believe that the system is for the best and will do a lot more for the client at the end of the day when they get it right.
Many people are in the position. Problem is that new products are arriving faster than the infrastructure to handle the additional traffic in some areas. I see Telkom has closed 20Mbps DSL access in some areas because it creates too much congestion, so I think we'll still have many clients still limited by there infrastructure. Hopefully fibre rollouts are going to change that over the coming year and so on.
We try to be completely open about our products so you, the client, make up your own mind about the value you would like. We also offered a free 30 day trial on Plus, so many people who then decided against Plus because they would still get Capped double data cancelled before being billed.
Each person has their own individual reasons for wanting Plus, which is what makes it such a cool product. For some people topups are more important than double data. For me it was the Free Mobile Data SIM which came in super handy.
Streaming is up to bollocks again 480p on a 4mb line and it just keeps pausing...
Stream then tries to autocorrect to 144p and 240p
Tracing route to euw.lolesports.com.cdn.cloudflare.net [190.93.245.40]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 10.0.0.2
2 * * * Request timed out.
3 * 44 ms 13 ms 41.181.201.93
4 * * 11 ms 41.181.201.94
5 9 ms 9 ms 9 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
6 * 21 ms 47 ms unc-cpt-1.mtnns.net [196.44.18.8]
7 * * * Request timed out.
8 19 ms 42 ms 18 ms nl-ha-2.za--rb-cr-1.za-a.mtnns.net [196.44.0.121
]
9 55 ms 22 ms 29 ms africainx.cinx.net.za [196.223.22.47]
10 * 28 ms 35 ms CORE.GP-ID-DCE-3.TO.GP-ID-MEC-2.AINX.P2P.10G.za
[41.84.13.228]
11 42 ms 41 ms 85 ms 41-66-181-59-3b.CLO008-CDN-local-VLAN-321.africa
inx.net [41.66.181.59]
12 43 ms 67 ms 34 ms 190.93.245.40
Trace complete.
Stream then tries to autocorrect to 144p and 240p
Tracing route to euw.lolesports.com.cdn.cloudflare.net [190.93.245.40]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 10.0.0.2
2 * * * Request timed out.
3 * 44 ms 13 ms 41.181.201.93
4 * * 11 ms 41.181.201.94
5 9 ms 9 ms 9 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
6 * 21 ms 47 ms unc-cpt-1.mtnns.net [196.44.18.8]
7 * * * Request timed out.
8 19 ms 42 ms 18 ms nl-ha-2.za--rb-cr-1.za-a.mtnns.net [196.44.0.121
]
9 55 ms 22 ms 29 ms africainx.cinx.net.za [196.223.22.47]
10 * 28 ms 35 ms CORE.GP-ID-DCE-3.TO.GP-ID-MEC-2.AINX.P2P.10G.za
[41.84.13.228]
11 42 ms 41 ms 85 ms 41-66-181-59-3b.CLO008-CDN-local-VLAN-321.africa
inx.net [41.66.181.59]
12 43 ms 67 ms 34 ms 190.93.245.40
Trace complete.
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Yup - streaming was up to the old tricks again last night as well. Couldn't watch youtube from around 18:30 - some buffering at 144p even. On 6mbit line.
Traceroutes showed packet loss from the IPC hop. Restarting the router didn't help for more than a minute, either. Very erratic behaviour - it would be fine for a minute or 3, then buffer for another 3, sometimes disconnect, then be fine again for a few minutes.
BTW: I cancelled A+ because Double Data was set to continue. But then suddenly no double-data this month. Is it still coming or do I need to ping support for assistance?
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You should definitely be getting Double Data on your Capped account, the only exception to this, is if you have one of the older Bundles currently active, which have a discounted tariff instead of the Double Data.
Could you please send me a PM with your account username so that I can check what the status of your Capped account is.
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Are you seeing this level of performance at all times of the day or only at certain hours?
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