Afrihost Capped DSL Feedback

steel_dog said:
I absolutely understand APaterson's outlook and frustration. Sounds exactly like I felt back in the pre-POC days when clients were reporting issues only to have AH attempt to answer them away. As it turned out then - the customer was right. Would prefer a bit more circumspection from AH when dealing with customer concerns / observations (especially the customers on this forum).

Anyhow it seems as if the relevant team has been made aware. I guess as a customer I'd like to know what they've found, or suspect, and an ETC, or plan of action, for the resolution.

So we don't lose sight of the issues...
1. NNTP
2. DSTV
3. Slow streaming
and related to that
4. Packet Loss
5. High Latency
Not forgetting - the SAIX test account does NOT exhibit any of the behaviour seen on the AH capped accounts.
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I really understand your point of view here, steel_dog, and this is why we have a Critical Care Team. They are in place to answer every single question you have, as well as to guide you through your problem until the end. :) Please continue working with them.
 
AfriFella said:
I really understand your point of view here, steel_dog, and this is why we have a Critical Care Team. They are in place to answer every single question you have, as well as to guide you through your problem until the end. :) Please continue working with them.
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Wanna hear the sad news??? AfriGenie mentioned a few pages back that they'll be in contact. I followed-up a day or two later on this thread. Still no contact. That's par for the course from Critical Care of late. Anyhow I see that the NOC team is aware of the issues customers are experiencing. That's great. Let's keep the focus on all the issues posted here and drive them to a resolution.
 
steel_dog said:
Wanna hear the sad news??? AfriGenie mentioned a few pages back that they'll be in contact. I followed-up a day or two later on this thread. Still no contact. That's par for the course from Critical Care of late. Anyhow I see that the NOC team is aware of the issues customers are experiencing. That's great. Let's keep the focus on all the issues posted here and drive them to a resolution.
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Our CC Team should have been in touch by now... I'll look into this.
 
AfriFella said:
Our CC Team should have been in touch by now... I'll look into this.
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Don't stress about it. Maybe it's a blessing in disguise 'cause if someone asks me to do basic diagnostics without having reviewed what's already happened to date (on here)... I think I'll lose it.
 
steel_dog said:
Don't stress about it. Maybe it's a blessing in disguise 'cause if someone asks me to do basic diagnostics without having reviewed what's already happened to date (on here)... I think I'll lose it.
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Our Critical Care Team will at no point waste your time. :)

They will only ask for information that they need to figure out what's going on.
 
- Your news server is still not working, I and other users have highlighted it in this thread over this past 4 days with no answers just more questions from Afrihost.

- We also confirmed that we are not having problems with other ISP's and their news servers.

- We know how to setup these services and have to run the necessary tests....The problem is on your side and you are doing nothing about it, just side stepping the issue.

Afrihost is not transparent in admitting that THEY HAVE a problem providing this service since March!!!
 
Performance has been shocking tonight.

DSTV downloads fail to even start - throw an internet connection not found error.
NNTP latency to intl. server >300ms.
Browsing is erratic. Pages need to be refreshed to load. myBB needed to be refreshed to load.
YouTube streaming hovers around 2mbps.

So all in all - atrocious - and there's nothing concrete as yet from AH.
Let's hope the morning brings enlightenment.
 
Hi Afri

Is it possible for you guys to drop my sync connection speed down a meg or two.
Currently on a 20mb line which use to only sync at 18mbs. However, just a few hours ago I had to change routers due to lightning damage. Now I am currently syncing at 20mb but with very bad SNR margins, and experiencing various line drops

Downstream Upstream
SNR Margin: 6.3 11.0 db
Line Attenuation: 19.8 12.1 db
Data Rate: 20479 1021 kbps
Max Rate: 21540 1212 kbps
 
homerj said:
- Your news server is still not working, I and other users have highlighted it in this thread over this past 4 days with no answers just more questions from Afrihost.

- We also confirmed that we are not having problems with other ISP's and their news servers.

- We know how to setup these services and have to run the necessary tests....The problem is on your side and you are doing nothing about it, just side stepping the issue.

Afrihost is not transparent in admitting that THEY HAVE a problem providing this service since March!!!
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This is quite untrue. We have responded to every comment, and other users have confirmed that the news servers are working for them. We also have clients we test with specifically on news servers who have confirmed that everything is working fine.

If you are specifically having an issue, then we can troubleshoot with you once you send us some useful information like screenshots of the errors you're getting, links to the files you're trying to pull, etc. Just simply repeating broad statements like you have above really doesn't get us anywhere.

What necessary tests are you referring to and what are the results?
 
steel_dog said:
Performance has been shocking tonight.

DSTV downloads fail to even start - throw an internet connection not found error.
NNTP latency to intl. server >300ms.
Browsing is erratic. Pages need to be refreshed to load. myBB needed to be refreshed to load.
YouTube streaming hovers around 2mbps.

So all in all - atrocious - and there's nothing concrete as yet from AH.
Let's hope the morning brings enlightenment.
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Best to continue working with Critical Care on this. Our network team are also testing and monitoring to look at any performance issues in the South in general so we can address them.
 
xbxbau5 said:
Hi Afri

Is it possible for you guys to drop my sync connection speed down a meg or two.
Currently on a 20mb line which use to only sync at 18mbs. However, just a few hours ago I had to change routers due to lightning damage. Now I am currently syncing at 20mb but with very bad SNR margins, and experiencing various line drops

Downstream Upstream
SNR Margin: 6.3 11.0 db
Line Attenuation: 19.8 12.1 db
Data Rate: 20479 1021 kbps
Max Rate: 21540 1212 kbps
Click to expand...

If we drop your sync rate it will most likely have to be down to 10Mbps, as there is no intermediate profile. It might be better then to downgrade your line so you can save a little cash as well.

Drop me a PM and we can discuss the best option for you.
 
AfriFella said:
Heya foxmatt. Downgrades should only take effect at the end of the month. Your 100GB data link should definitely still be active until the end of March. I'm interested to see what could have happened with your After Hours data allocation. Please feel free to drop me a PM with your account info and I'll investigate.
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Hi Afrifella, please can you reply to my PM. Here is my support ticket number [#QDU-849-97423]
 
AfriMan said:
Best to continue working with Critical Care on this. Our network team are also testing and monitoring to look at any performance issues in the South in general so we can address them.
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This is now getting annoying. What critical care????? You guys here referred to critical care MULTIPLE times as if there's some action from them and I indicated the SAME NUMBER of times, and as as lately as a post on this very page, that critical care HAS NOT tried to reach out to resolve this issue.

AH is burning valuable customer time.

I've got more to say. The inconsistencies are frustrating. I'll comment on the appropriate post.
 
AfriMan said:
... and other users have confirmed that the news servers are working for them. We also have clients we test with specifically on news servers who have confirmed that everything is working fine.
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Your reply implies that the fact that it's working for some diminishes that it's not working for others. And if you'd scan the thread there have been multiple reports of issues.

AfriMan said:
If you are specifically having an issue, then we can troubleshoot with you once you send us some useful information like screenshots of the errors you're getting, links to the files you're trying to pull, etc. Just simply repeating broad statements like you have above really doesn't get us anywhere.
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Perhaps reflect on why your customer is frustrated. Rather than berating the customer for not sending 'useful' information figure out why they're so unhappy. Having participated in the thread and the issues myself I understand.

Let's get some structure to this. I've tried to focus AH on the issues being experienced by longing them on my posts. Let's please keep perspective. Things ARE NOT going as usual. Something is wrong. A number of users have reported a variety of problems. Let's start getting answers to them. Please.
 
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steel_dog said:
... and other users have confirmed that the news servers are working for them. We also have clients we test with specifically on news servers who have confirmed that everything is working fine.
Your reply implies that the fact that it's working for some diminish the fact that it's not working for others. And if you'd scan the thread there have been multiple reports of issues.


Perhaps reflect on why your customer are frustrated. Rather than betraying the customer for not sending 'useful' information figure out why they're so unhappy. Having participated in the thread and the issues myself I understand.

Let's get some structure to this. I've tried to focus AH on the issues being experienced by longing them on my posts. Let's please keep perspective. Things ARE NOT going as usual. Something is wrong. A number of users have reported a variety of problems. Let's start getting answers to them. Please.
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Vote with your wallet. Pause the account or cancel because either they start listening and fix the issues or it becomes unsustainable for you.
 
Kosmik said:
Vote with your wallet. Pause the account or cancel because either they start listening and fix the issues or it becomes unsustainable for you.
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Hahaha. You caught the post before i corrected formatting. Hate replying on android. You're right. It's limping along for me. Others are in a worse of position.

Should have mentioned that I don't think my leaving will change things... so I'm pushing until it becomes unsustainable.
 
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AfriMan said:
If we drop your sync rate it will most likely have to be down to 10Mbps, as there is no intermediate profile. It might be better then to downgrade your line so you can save a little cash as well.

Drop me a PM and we can discuss the best option for you.
Click to expand...

Thanks for the reply mate. When I first upgraded to 20mb, Telkom dropped it to 18mbs at the exchange to ensure that it was more stable, and it was running perfectly. I don't mind paying the extra R26 for a 20mb line, (which I saved anyway when I bundled my Data and Line). AfriFella stated my line stats should be perfect for a 20mb, as so have other users on the forum.

Is it possible to perhaps log a fault with Telkom to get my line checked and tested. There was lightning damage in my area, which may have impacted my local exchange ?
 
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steel_dog said:
Your reply implies that the fact that it's working for some diminishes that it's not working for others. And if you'd scan the thread there have been multiple reports of issues.


Perhaps reflect on why your customer is frustrated. Rather than berating the customer for not sending 'useful' information figure out why they're so unhappy. Having participated in the thread and the issues myself I understand.

Let's get some structure to this. I've tried to focus AH on the issues being experienced by longing them on my posts. Let's please keep perspective. Things ARE NOT going as usual. Something is wrong. A number of users have reported a variety of problems. Let's start getting answers to them. Please.
Click to expand...

Figuring out why you aren't getting the experience that you should be is a definitely a priority for us, that's why I ask our Critical Care Team to contact you, to work with you, one on one.

If I wasn't serious about getting your connection running in a satisfactory manner I wouldn't have asked our Critical Care Team to assist you.
 
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