Afrihost CAPPED ADSL Feedback (MTN)

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My line not authenticating at all! Please help Afri guys as this couples to the slow capped speeds I have for the past two months... Its driving me insane...

Ticket no #MLJ-472-31475

I'm in Mitchells' Plain Cape Town
 
caroper said:
And I am one of those Loyal Clients and have been with you for many years, However, it is my clients that are out of patience.
I recommended Afrihost Business Uncapped and for more than 2 years they have had issues, even had MTN involved at one point and It has reached the point that they are sick of me saying give them a chance.

It has reached the stage where I either replace their ISP or they replace me as a consultant.
I value my customers, so Afrihost has burnt its bridges.

I stopped recommending Afrihost in the South a year ago.
Now it appears I had better start migrating all my clients whilst I still have them.
Click to expand...

I'm really sad to read that and I totally understand where you are coming from. I do believe we will resolve this, but I totally understand needing to do what you need to do for your clients, that's something we take to heart as well. I promise we are doing whatever we can (and sparing no expense) but I totally respect your decision for your clients.
 
AfriMan said:
I think we know that there is work to be done, so until then, trying to resolve issues on a one on one basis is not going to be as fruitful as testing once the work is complete.
Click to expand...

And you cannot give us an ETA on the completion of the work which could take a week - 2 weeks maybe more and in the meanwhile clients must just suck it up, be fed automated runaround mails from support and continue to be charged full price for the month?

Your website doesn't even confirm know issues on the network Ffs.
 
Nikkel said:
My line not authenticating at all! Please help Afri guys as this couples to the slow capped speeds I have for the past two months... Its driving me insane...

Ticket no #MLJ-472-31475

I'm in Mitchells' Plain Cape Town
Click to expand...

We are seeing some complaints of clients not being able to authenticate in certain areas due to load shedding. Are you currently being load shed or areas nearby you?
 
Davedes said:
And you cannot give us an ETA on the completion of the work which could take a week - 2 weeks maybe more and in the meanwhile clients must just suck it up, be fed automated runaround mails from support and continue to be charged full price for the month?

Your website doesn't even confirm know issues on the network Ffs.
Click to expand...

The message that goes on the website is also something that comes up, and I've mentioned that this is a management decision weighing up a host of factors and we ultimately do what we feel is best for our clients. I know it's not a decision that is taken lightly either way.
 
Nikkel said:
My line not authenticating at all! Please help Afri guys as this couples to the slow capped speeds I have for the past two months... Its driving me insane...

Ticket no #MLJ-472-31475

I'm in Mitchells' Plain Cape Town
Click to expand...

Same here, after load shedding no auth , goodwood area.
 
AfriMan said:
The message that goes on the website is also something that comes up, and I've mentioned that this is a management decision weighing up a host of factors and we ultimately do what we feel is best for our clients. I know it's not a decision that is taken lightly either way.
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I would think the network status is a notification to clients of know issues on the network of which you confirmed there are. Not something that needs to be decided by management that the network is screwed. It would save us all the trouble and run a rounds from support.

I've personally gone through multiple emails, Twitter, phone calls of where I was on my cell for over 45 min trying to resolve which in the end were a complete waste of my time.
 
Just to run through the run arounds. Over the past 3 days I've been told to

1. Try another router of which I had to purchase because I was told its my router that's the issue.
2. Had my line sync changed from 10 to 8Mbps because I was told it was that of which I'm still trying to get changed back to 10Mbps.
3. Had to run multiple trace routes.
4. Had to test 2 other account given by support.
5. Change DNS settings to google DNS.
6. 45min phone call to support (cell phone) pointless charges to my account.
7. Port refreshed/recreated lost count how many times.

All of this and not one person could tell me that there are know issues with the network. The response I keep getting is we see no issues with your account.

Understand my frustration??
 
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Afrihost customer support has become a joke with automated emails where I question if the people responding to the ticket actually read or have any knowledge of how to actually fix the issue reported.
 
eltherza said:
ok, free account has connected, but it took a long time.

Could it be because of the load on the auth servers? Loadsheddnig ends and everyone is trying to auth?
Click to expand...

It looks like when power comes online Telkom can't manage all the authentications that flood in, so some connections are dropped. Should normalise as they number of requests start decreasing.
 
Davedes said:
Just to run through the run arounds. Over the past 3 days I've been told to

1. Try another router of which I had to purchase because I was told its my router that's the issue.
2. Had my line sync changed from 10 to 8Mbps because I was told it was that of which I'm still trying to get changed back to 10Mbps.
3. Had to run multiple trace routes.
4. Had to test 2 other account given by support.
5. Change DNS settings to google DNS.
6. 45min phone call to support (cell phone) pointless charges to my account.
7. Port refreshed/recreated lost count how many times.

All of this and not one person could tell me that there are know issues with the network. The response I keep getting is we see no issues with your account.

Understand my frustration??
Click to expand...

Totally understand your frustration and I know that it's frustrating. When I was testing downloads on my account last night (which did not included certain leaked episodes of a certain TV show) I was only not seeing great throughput all the time, but it did improve as demand seemed to die down. I know our clients are getting similar experience (i'm using a normal capped account at home) so I definitely know what you're going through.
 
AfriMan said:
Totally understand your frustration and I know that it's frustrating. When I was testing downloads on my account last night (which did not included certain leaked episodes of a certain TV show) I was only not seeing great throughput all the time, but it did improve as demand seemed to die down. I know our clients are getting similar experience (i'm using a normal capped account at home) so I definitely know what you're going through.
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Except you know the issue where we are kept in the dark with no one being open or honest. You also haven't been given all the run arounds as mentioned above and it certainly hasn't cost you any money to try resolve through pointless support requests.

Can you please assist with getting my line sync back to 10Mbps as I'm still trying to get this right.
 
This is was afrihost is think about openes and honest
You are only marketing driven Company not support driven

AfriMan said:
The message that goes on the website is also something that comes up, and I've mentioned that this is a management decision weighing up a host of factors and we ultimately do what we feel is best for our clients. I know it's not a decision that is taken lightly either way.
Click to expand...
 
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