Afrihost CAPPED ADSL Feedback (MTN)

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AfriMan said:
Those pings do look pretty serious, but as far as I can tell from our reports latency was stable since demand was mostly low on the network over the holiday - particularly in the North. It's possible that switching accounts reset your connection. Did you get the same ping again immediately when switching back?
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I did it numerous times checking both. I'll check again when I get home this evening and see if the issues remain.
 
AfriMan said:
I'm pretty sure we have some of the most capable people in the business, so I don't think assuming that our people are incompetent or that we have no interest in running a good network is really the way to go. Our aim is to always provide a great experience, after all skimping on service and product delivery is an extremely short-sighted approach and will truly get us nowhere. Our aim to is build life-long client relationships, which is not going to happen if we deliberately short change our clients, and I honestly believe that this has never been the case. There are times when we could have done better, sure, and there are times when we've made mistakes that we hope never to repeat. But I believe we are constantly moving forward and getting closer to that smooth experience of a network that always offers great performance. To be fair, the network has given excellent performance since late last year, and year on year, while we may experience some problems, the bulk of what client's have experiences has been far more good than poor.
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Thank you for responding. I thought that my 'cries' might be falling on deaf ears. I am truly frustrated and getting to the 'end of my tether' having been a very patient client for more than five years. I have never said that your people are incompetent and was merely pleading for you to get some new qualified people in to help get you out of the hole you are, by your own admission, in. I am sure that amongst the many people on this forum there must be several that have the skills to help out. Many would probably relish the opportunity, even on a no delivery no pay basis. Why not reach out to them?
You have for a long time now been holding out a carrot that things are going to get better soon but that never seems to happen or if it does only for a very short time before things go 'belly up' again. I notice that you skirted around " 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 Gigs 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." I would particularly like to hear your feelings on the last sentence.
This forum has nearly eleven thousand posts not even counting facebook, twitter and hello peter. This must be some sort of record as several thousand seem to be complaints! This is way more than any other ISP. How do they manage?
You guys grew quickly at the beginning because you gave awesome service and then, in my personal opinion, your directors got greedy and seeing an opportunity to cozy up to MTN with the hope of a big buyout at some stage and - lo and behold it happened - R405M in their pockets. Loyal customers left high and dry! The only function of AH now seems to be ensuring that the bottom line on a balance sheet is as big a number as possible.
This Inconvenient Truth probably hurts.
 
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Syco said:
Thank you for responding. I thought that my 'cries' might be falling on deaf ears. I am truly frustrated and getting to the 'end of my tether' having been a very patient client for more than five years. I have never said that your people are incompetent and was merely pleading for you to get some new qualified people in to help get you out of the hole you are, by your own admission, in. I am sure that amongst the many people on this forum there must be several that have the skills to help out. Many would probably relish the opportunity, even on a no delivery no pay basis. Why not reach out to them?
You have for a long time now been holding out a carrot that things are going to get better soon but that never seems to happen or if it does only for a very short time before things go 'belly up' again. I notice that you skirted around " 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 Gigs 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." I would particularly like to hear your feelings on the last sentence.
This forum has nearly eleven thousand posts not even counting facebook, twitter and hello peter. This must be some sort of record as several thousand seem to be complaints! This is way more than any other ISP. How do they manage?
You guys grew quickly at the beginning because you gave awesome service and then, in my personal opinion, your directors got greedy and seeing an opportunity to cozy up to MTN with the hope of a big buyout at some stage and - lo and behold it happened - R405M in their pockets. Loyal customers left high and dry! The only function of AH now seems to be ensuring that the bottom line on a balance sheet is as big a number as possible.
This Inconvenient Truth probably hurts.
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:(

I'm not sure where this perception that we're now solely focused on the bottom-line came from, but it is definitely far from the the truth. I've been with Afrihost for a number of years, and since the MTN buy-out very little has change, and the changes that did occur have been primarily with our relationship with MTN. We now have significantly greater resources available to us, and I believe this has helped us greatly in improving our network and connection quality. We closely review the feedback we receive here, as well as through Facebook, Twitter, Google Plus and our Support Channels and we try to be as proactive as possible to resolve any serious issues. At times this is not necessarily as fast as we like it to be, but I do think we've improved our network monitoring and maintenance policies significantly over the past few weeks.

With regards to Support, this is something we are actively working on improving, we've made significant changes to our hiring policy as well as to the training cycle that each new employee undergoes now, there has already been quite an improvement in our Quality of Support, and I'm convinced this will continue to improve over the coming weeks.
 
To Germany
but this happen when i was on uncaped and capet i was getting 50 kb/s to 300 kb/s

AfriGenie said:
If this is happening consistently it is definitely something we will need to look into.

Until I've had a look at your account details I won't be able to give you a detailed answer, but it could be that your VPN connection is receiving priority on your connection over regular downloads. To where is the VPN connection running to? That could also be affecting the speed of the download itself.
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Impoving Support ?????
I open a Ticket on first of April get a reply on the 2 to foward to critical care no reply 5 Dayes no reply
Your support is not 24 HR and no suppord on Weekends
 
My last post here must be a few hundred pages back lol!

But ja... I'm not as technically inclined as others on here... trying to understand pings and trace routes is all jargon to me and a valuable tool to you guys but nonetheless...

I'm on a 2mb line 50+50 capped account and for the past couple of weeks dare I say +-3 months even watching Youtube at night between 7 - 10 is a mission on its own... 360p vids buffer every 20 seconds and is waring my patience very thin! Normally could stream 720p Youtube content and didn't really mind the odd buffer here and there as I thought its acceptable from a 2mb line... but nowadays that's pushing it... might as well download the vid with IDM and watch it much earlier than how long it takes to buffer in browser!

Even browsing my normal bookmarks at night takes slightly longer to load than usual... and I'm one of only a few adsl users in our area (Mitchell's Plain Cape Town)

They say change can only be good... Is it time to jump ship Afri-guys???
 
kohlhtor said:
Impoving Support ?????
I open a Ticket on first of April get a reply on the 2 to foward to critical care no reply 5 Dayes no reply
Your support is not 24 HR and no suppord on Weekends
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Although our Call lines are not 24-Hours, our Support Team is available 24-hours a day via Email as well as via SMS - you simply need to send a SMS with Help in it to 32541 - whereby our Team will call you back ASAP.

That your ticket is still pending is definitely worrisome, can you please send me a PM with your Support Ticket ID so that I can follow-up on this for you.
 
Nikkel said:
My last post here must be a few hundred pages back lol!

But ja... I'm not as technically inclined as others on here... trying to understand pings and trace routes is all jargon to me and a valuable tool to you guys but nonetheless...

I'm on a 2mb line 50+50 capped account and for the past couple of weeks dare I say +-3 months even watching Youtube at night between 7 - 10 is a mission on its own... 360p vids buffer every 20 seconds and is waring my patience very thin! Normally could stream 720p Youtube content and didn't really mind the odd buffer here and there as I thought its acceptable from a 2mb line... but nowadays that's pushing it... might as well download the vid with IDM and watch it much earlier than how long it takes to buffer in browser!

Even browsing my normal bookmarks at night takes slightly longer to load than usual... and I'm one of only a few adsl users in our area (Mitchell's Plain Cape Town)

They say change can only be good... Is it time to jump ship Afri-guys???
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There are a number of things that could be causing your issues during those specific times. Do you also speed any increase in latencies? Could you run a speedtests when your performance drops out?
 
Nikkel said:
Uhhhm ok lol!... What tests should I do that would help you help me?
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Ideally I will need you to please run a speedtest on Speedtest.net. Then once that is done, you need to please run a traceroute to Afrihost.com and Google.com. To do that, you will just go to your Start menu, in your Search Programs and Files menu you will type in CMD and press enter. Once Command Prompt is open, you will just type in tracert Afrihost.com.

You can just copy and paste the results into this Thread.
 
So I went into clientzone and requested my dsl line to be transferred back to telkom. As far as I understand, this usually takes around 14 days, but the email I got says I need to give 30 days notice. So does this mean my line will be transferred back to telkom and I have to pay telkom and afrihost?

Also, I cancelled my adsl account and it says it will be cancelled on 30 November 2015 :/
 
Prof.Merlin said:
So I went into clientzone and requested my dsl line to be transferred back to telkom. As far as I understand, this usually takes around 14 days, but the email I got says I need to give 30 days notice. So does this mean my line will be transferred back to telkom and I have to pay telkom and afrihost?

Also, I cancelled my adsl account and it says it will be cancelled on 30 November 2015 :/
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If the cancellation date is listed as the 30th of November 2015, it probably means there was promotional data loaded at some point, I can just update this from my side to allow the cancellation at the end of April.

If you request an ADSL line cancellation now, it should be effective from the 30th of April, with the ADSL line back with Telkom within 48 hours after that. You will not be billed twice for the ADSL line.
 
Good afternoon, I would just like to find out why Twitch streaming is really bad on my AH account with a 10mb line. Even on medium video settings it constantly buffers whereas with my Vox account it's super smooth with no buffering even on Source video setting.
My speedtests and on both accounts looks the same, but clearly something else is going on. Any ideas?
 
deathburst said:
Good afternoon, I would just like to find out why Twitch streaming is really bad on my AH account with a 10mb line. Even on medium video settings it constantly buffers whereas with my Vox account it's super smooth with no buffering even on Source video setting.
My speedtests and on both accounts looks the same, but clearly something else is going on. Any ideas?
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Because afrihost are bad at streaming services.
 
deathburst said:
Good afternoon, I would just like to find out why Twitch streaming is really bad on my AH account with a 10mb line. Even on medium video settings it constantly buffers whereas with my Vox account it's super smooth with no buffering even on Source video setting.
My speedtests and on both accounts looks the same, but clearly something else is going on. Any ideas?
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You shouldn't be having any issues with Twitch at the moment, with which stream on Twitch.tv in particular are you having issues at the moment?
 
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