Afrihost CAPPED ADSL Feedback (MTN)

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AfriMan said:
So what I'm saying is that right now we're not shaping Uncapped users as hard as they should be. So someone who should be getting X amount of P2P traffic is actually getting X+ because he's using a traffic signature we're not classifying correctly or somehow disguising his traffic as realtime so as not to be shaped. When Uncapped users are shaped as they should be shaped, we should see less impact from demand on the network. We'll know for sure once all the planned changed have been fully implemented.
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so why dont you supply extra capacity so the people can use their internet properly till you have sorted out your problem as it is affecting all of us
what you are doing now is make the customer suffer at his expense and not at yours
 
electrofreeze said:
so why dont you supply extra capacity so the people can use their internet properly till you have sorted out your problem as it is affecting all of us
what you are doing now is make the customer suffer at his expense and not at yours
Click to expand...

If we could simply flick a switch, we would. In order to get more capacity, there is a lot of work, documentation and financial resourcing required. This is simply not a plug and play solution, and even then there is a lead time to fulfilment from the order stage. Either way, we also have long term plans to continually purchase additional capacity based on growth, but seeing increased P2P traffic due to not shaping optimally is not really a long term issue.
 
AfriMan said:
We'll know for sure once all the planned changed have been fully implemented.
Click to expand...

Apologies if you've answered this question already but without reading through the thread again, when will this happen by?
 
Afriman my biggest problem with all this is how long it took you guys to do something about it and how much effort we had to go through for you to acknowledge anything was wrong at all.

For how long, I remember sending one of the afriguys (I think it was afrigenie, but I could be wrong) a pm asking if the new management software was going to fix the twitch streaming problems and the loss in games. To which I was given a blanket answer of "maybe". And it was going on well before that. Clearly my questions were brushed under the rug as an isolated incident.

As for the effort. Well it took us here on the forum about a solid straight week of complaining daily/damn near hourly for anyone to even bother looking at the network. We all knew it had to be your network because only people from the south were complaining and from all areas. But it still took us pages and pages of traceroutes, speed tests and ping tests (I know I spent at least 4 hours doing mtr tests alone. For which one of you tried to blame my exchange I might add) for anyone to even think it was the network.

I'm sorry for being an ******* here but I'm tired of it. Every night things go wrong and every morning we get told you've fixed the problem/seeing an improvement then it repeats. For months on end. Even now when you admit there is a problem your network your status is green. The only thing clearly green to me is the grass on the other side. :/

/rant
 
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image132 said:
Afriman my biggest problem with all this is how long it took you guys to do something about it and how much effort we had to go through for you to acknowledge anything was wrong at all.

For how I remember sending one of the afriguys (I think it was afrigenie, but I could be wrong) a pm asking if the new management software was going to fix the twitch streaming problems and the loss in games. To which I was given a blanket answer of "maybe". And it was going on well before that. Clearly my questions were brushed under the rug as an isolated incident.

As for the effort. Well it took us here on the forum about a solid straight week of complaining daily/damn near hourly for anyone to even bother looking at the network. We all knew it had to be your network because only people from the south were complaining and from all areas. But it still took us pages and pages of traceroutes, speed tests and ping tests (I know I spent at least 4 hours doing mtr tests alone. For which one of you tried to blame my exchange I might add) for anyone to even think it was the network.

I'm sorry for being an ******* here but I'm tired of it. Every night things go wrong and every morning we get told you've fixed the problem/seeing an improvement then it repeats. For months on end. Even now when you admit there is a problem your network status is green. The only thing clearly green to me is the grass on the other side. :/

/rant
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+1

And what makes it more frustrating is it mirrors the same issues just a few months ago and that also took them quite a while to acknowledge and then fix. So if we are running into the same problems every few months and it takes a few months to fix, then we really only have a fully working service 50% of the time. This is all on a capped account, which we pay a premium for, to have what should be the best service Afrihost can provide.
 
Clientzone Please clear last months data

@Afri-all

The client zone still show USED data from last month - this was Top-Up data that has been used. Surely it should be cleared by now?

Also - why is my Top-Up carried over data not being used whilst my package data is being used.

The summary is also way confused - 35Gig per day yeah sure...
AH_data.JPG
AH_data2.JPG
 
Unhappy438 said:
Apologies if you've answered this question already but without reading through the thread again, when will this happen by?
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I don't have an ETA right now, but I do expect this will happen in the coming week hopefully. I really can't confirm until the developers and engineers have everything ready.
 
image132 said:
Afriman my biggest problem with all this is how long it took you guys to do something about it and how much effort we had to go through for you to acknowledge anything was wrong at all.

For how long, I remember sending one of the afriguys (I think it was afrigenie, but I could be wrong) a pm asking if the new management software was going to fix the twitch streaming problems and the loss in games. To which I was given a blanket answer of "maybe". And it was going on well before that. Clearly my questions were brushed under the rug as an isolated incident.

As for the effort. Well it took us here on the forum about a solid straight week of complaining daily/damn near hourly for anyone to even bother looking at the network. We all knew it had to be your network because only people from the south were complaining and from all areas. But it still took us pages and pages of traceroutes, speed tests and ping tests (I know I spent at least 4 hours doing mtr tests alone. For which one of you tried to blame my exchange I might add) for anyone to even think it was the network.

I'm sorry for being an ******* here but I'm tired of it. Every night things go wrong and every morning we get told you've fixed the problem/seeing an improvement then it repeats. For months on end. Even now when you admit there is a problem your network your status is green. The only thing clearly green to me is the grass on the other side. :/

/rant
Click to expand...

I don't think that is entirely true. There were definitely some symptoms that were reported here first, but we followed those up as well as using our own monitoring tools. Our team definitely acknowledged the problems we faced and we were as open as we could be with the information available. It's not like we're hiding details and ETA's, it would be far more in our interest to use that. But there are some instances where there are unknown factors or we have to confirm our suspicions before we can talk openly about them in a public forum.

The turn around time to a solution was not for lack of effort or expense. There could be a factor of experience, but that will be improved with time, as we have with other problems we've faced and put behind us in the past.
 
avr-rulez said:
@Afri-all

The client zone still show USED data from last month - this was Top-Up data that has been used. Surely it should be cleared by now?

Also - why is my Top-Up carried over data not being used whilst my package data is being used.

The summary is also way confused - 35Gig per day yeah sure...
View attachment 204534
View attachment 204536
Click to expand...

Remember that topups are now rolling over for a month, so your ClientZone will show all links which fall within the current date range, whether they are expired or not.

Your data should usually be used from the oldest link to the newest, so you should actually use a previous month's data topup before you get into your new month's data.

I can check your account if you'd like, just drop me a PM :)
 
Unhappy438 said:
+1

And what makes it more frustrating is it mirrors the same issues just a few months ago and that also took them quite a while to acknowledge and then fix. So if we are running into the same problems every few months and it takes a few months to fix, then we really only have a fully working service 50% of the time. This is all on a capped account, which we pay a premium for, to have what should be the best service Afrihost can provide.
Click to expand...

I think there may be an assumption that we don't monitor our network and flag issues or anomalies and investigate them and I just want to make it clear that we absolutely do. Sometimes we report those issues before many clients, but generally clients will feel the symptoms some time before we are able to draw reports, investigate and test and confirm the issue. Many times the suspicions of the network falling over are not true, but occasionally it is spot on, but we still need to test and confirm exactly what the cause is, and drill down on a technical level to be able to resolve.
 
techead said:
dude, just leave AH. I did and you know what? My world didnt end. In fact Im glad I did. Took me over 6 months to grow the balls though.

Yes I cant download quite as much, but my whole internet experience is what it should be now.

Not this constant up and down bull****. It was bloody exhausting and quite frankly I got sick of it.
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+1

IS rocks!
 
And it's back again. What a shocker.

Telkom.jpg Afrihost.jpg

Guess which is Afrihost.

It was so bad I couldn't even open my stash so I gave neverwinter a try and couldn't even log in because it couldn't connect to the server. Switch to telkom and everything is 100%.
 
Anyone alive at Afrihost? Unable to auth since 11am. No support, no calls, what a great start to the long weekend.
 
Hi All,

Anyone else having issues on AH today?? Internet has been terrible / non-existent


AH
PING www.mybroadband.co.za (197.242.89.170): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8
64 bytes from 197.242.89.170: icmp_seq=0 ttl=49 time=12601.210 ms
64 bytes from 197.242.89.170: icmp_seq=1 ttl=49 time=11701.010 ms
64 bytes from 197.242.89.170: icmp_seq=2 ttl=49 time=10796.134 ms
64 bytes from 197.242.89.170: icmp_seq=3 ttl=49 time=9845.206 ms
64 bytes from 197.242.89.170: icmp_seq=4 ttl=49 time=8847.623 ms
64 bytes from 197.242.89.170: icmp_seq=5 ttl=49 time=7862.689 ms
64 bytes from 197.242.89.170: icmp_seq=8 ttl=49 time=4910.694 ms
64 bytes from 197.242.89.170: icmp_seq=9 ttl=49 time=3913.163 ms

--- www.mybroadband.co.za ping statistics ---
10 packets transmitted, 8 packets received, 20.0% packet loss
round-trip min/avg/max/stddev = 3913.163/8809.716/12601.210/2911.829 ms



VOX
PING www.mybroadband.co.za (197.242.89.170): 56 data bytes
64 bytes from 197.242.89.170: icmp_seq=0 ttl=53 time=45.748 ms
64 bytes from 197.242.89.170: icmp_seq=1 ttl=53 time=53.840 ms
64 bytes from 197.242.89.170: icmp_seq=2 ttl=53 time=56.419 ms
64 bytes from 197.242.89.170: icmp_seq=3 ttl=53 time=53.343 ms
64 bytes from 197.242.89.170: icmp_seq=4 ttl=53 time=49.354 ms
64 bytes from 197.242.89.170: icmp_seq=5 ttl=53 time=45.715 ms
64 bytes from 197.242.89.170: icmp_seq=6 ttl=53 time=42.829 ms
64 bytes from 197.242.89.170: icmp_seq=7 ttl=53 time=55.434 ms
64 bytes from 197.242.89.170: icmp_seq=8 ttl=53 time=45.662 ms
64 bytes from 197.242.89.170: icmp_seq=9 ttl=53 time=45.562 ms

--- www.mybroadband.co.za ping statistics ---
10 packets transmitted, 10 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 42.829/49.391/56.419/4.688 ms
 
AH crap in Southern Region
Stanford near Hermanus
4MB Line - works full speed on WA Account

ON AH Capped Account:



651 ping
0.31Mb download
 
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AfriMan said:
I think there may be an assumption that we don't monitor our network and flag issues or anomalies and investigate them and I just want to make it clear that we absolutely do. Sometimes we report those issues before many clients, but generally clients will feel the symptoms some time before we are able to draw reports, investigate and test and confirm the issue. Many times the suspicions of the network falling over are not true, but occasionally it is spot on, but we still need to test and confirm exactly what the cause is, and drill down on a technical level to be able to resolve.
Click to expand...

Your monitoring is not up to scratch. It hasn't been for years.
Sort that out, you should always know of a problem before a user reports it.

And yes, I know what I am talking about as we monitor thousands of servers and applications over the world in our help desk. We know first when anything happens, it is how you get to the top. Fix your systems.
 
whatwhat said:
Your monitoring is not up to scratch. It hasn't been for years.
Sort that out, you should always know of a problem before a user reports it.

And yes, I know what I am talking about as we monitor thousands of servers and applications over the world in our help desk. We know first when anything happens, it is how you get to the top. Fix your systems.
Click to expand...

Hear, hear. Couldn't agree more. AH seem to expect their customers to do the work for them with the constant requests for traceroutes etc.
They should get some technical people in who know what they are doing and get things sorted! Personally I think that it all boils down to trying to run the network with the minimum IPC they can get away with. I am on a capped account and the way the service fluctuates is just crazy. At times streaming (my main use) runs flawlessly and at other times, when demand is obviously high, things just go 'pear-shaped'.
We buy and pay a premium for a certain amount of Gbs per month - ie. they belong to us but have to share them with other accounts and, when their demand is high, we suffer and to add insult to injury we can't even carry over any unused bandwidth that we might not have been able to access due to poor delivery.
There are just no more acceptable excuses.
 
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