Afrihost Capped DSL Feedback

[Vixation]

Is there ever going to be a solid fix and answers to why the latency to EUW servers is so high in the evenings.

In reference to my ticket : BSL-413-35004 its been a constant back and forth with no real resolution or answers and I am a patient person but this is getting very frustrating.

There is clearly a few people situated in the Cape Town area with the same issue of high latency to EUW game servers and all I want is a way forward to resolve this so everyone can be happy and smiling.

 

[AfriGenie]

Is there ever going to be a solid fix and answers to why the latency to EUW servers is so high in the evenings.

In reference to my ticket : BSL-413-35004 its been a constant back and forth with no real resolution or answers and I am a patient person but this is getting very frustrating.

There is clearly a few people situated in the Cape Town area with the same issue of high latency to EUW game servers and all I want is a way forward to resolve this so everyone can be happy and smiling.

Our Network Team is definitely investigating this, and it looks like they are making good progress in isolating and resolving this issuel. I'll be sure to update them with the feedback from your ticket.

 

[steel_dog]

Our Network Team is definitely investigating this, and it looks like they are making good progress in isolating and resolving this issuel. I'll be sure to update them with the feedback from your ticket.

Hmmm... is the issue they're working on related to latency to the EUW game servers? or more generally to the ongoing CPT issue?

 

[AfriGenie]

Hmmm... is the issue they're working on related to latency to the EUW game servers? or more generally to the ongoing CPT issue?

Specifically the latency to the EU. We are still monitoring the South carefully though, that is a separate investigation.

 

[steel_dog]

Specifically the latency to the EU. We are still monitoring the South carefully though, that is a separate investigation.

Thx. Still haven't had any feedback from CC in response to my tests. Six days and counting.

 

[JohnJuniorV3]

Thx. Still haven't had any feedback from CC in response to my tests. Six days and counting.

My ping is still through the roof. It's as if Afrihost doesn't have enough capacity at peak times...

 

[JohnJuniorV3]

Is it possible to request a refund with regards to the service not being delivered adequately? I keep having to sign up for free 1gb with other isp's in order for me to play any form of games.

 

[AfriGenie]

Thx. Still haven't had any feedback from CC in response to my tests. Six days and counting.

I'll check with them to see if they have an update.

 

[AfriGenie]

Is it possible to request a refund with regards to the service not being delivered adequately? I keep having to sign up for free 1gb with other isp's in order for me to play any form of games.

We do have a 60-Day Money back guarantee, but that will only apply for sign-ups newer than 60-days.

 

[AfriGenie]

My ping is still through the roof. It's as if Afrihost doesn't have enough capacity at peak times...

I don't think that's the case.

Where are you seeing a high ping at the moment?

 

[tanka]

Horrible packet loss and latency. Locally and internationally:

Local:


International:

 

[AfriGenie]

Horrible packet loss and latency. Locally and internationally:

Local:
View attachment 431722

International:
View attachment 431720

That's not good at all!

Could you ping bras.afrihost.com quickly for me please.

 

[rwenzori]

You lot seem to be shaping NNTP into nothingness at this time.

 

[mister]

Hi Afriman.

I'm getting so sick and tired of your email support team. Every time I report upstream packet loss issues I just get back the biggest load of bull****. The staff obviously can't even be bothered to read the ticket, or look-up the connection details, and take so long to reply there is no point. When there are problems I just dial another account - but I report these things for *your* benefit, so that you can provide better service for your other customers. I'm not going to bother anymore - it just raises my blood pressure.

- grumpy.

 

[AfriMan]

Hi Afriman.

I'm getting so sick and tired of your email support team. Every time I report upstream packet loss issues I just get back the biggest load of bull****. The staff obviously can't even be bothered to read the ticket, or look-up the connection details, and take so long to reply there is no point. When there are problems I just dial another account - but I report these things for *your* benefit, so that you can provide better service for your other customers. I'm not going to bother anymore - it just raises my blood pressure.

- grumpy.

I totally understand your frustration here and I do apologise if your queries are not getting the attention they deserve.

We definitely appreciate clients reporting network issues so we can improve their experience and the overall quality of our network. You can definitely post those results here so we can pass this directly onto our network management team to analyse.

 

[AfriMan]

You lot seem to be shaping NNTP into nothingness at this time.

if you're on a shaped capped product, then NNTP would be one of the shaped services that would be affected.

Have you considered an unshaped product?

 

[steel_dog]

I'll check with them to see if they have an update.

Hi. No one's responded despite the request for feedback from me and you checking on it.

UPDATE: Okay either coincidental or AfriGenie's lit the fire up someone's rear.
I received an update!!! Problem I've been reporting, which I believe affects a number of CPT forumites, has been acknowledged. That's a win. Just can't reconcile why it's taken so long though .

Our Network team updated me theres appears to be an issue as you've reported which they are busy further investigating and running tests with our upstream provider.
The time frame on this is unknown at this stage and will keep liaising with the team for updates.

 

[steel_dog]

if you're on a shaped capped product, then NNTP would be one of the shaped services that would be affected.

Have you considered an unshaped product?

The comms from AH on product change was that shaping is the exception. The uncertainty is exactly why I had previously requested that clients be given a clear view of this so they could make informed decisions. This was acknowledged to be a sensible request. HAs there been progress on making this available?

 

[AfriFella]

The comms from AH on product change was that shaping is the exception. The uncertainty is exactly why I had previously requested that clients be given a clear view of this so they could make informed decisions. This was acknowledged to be a sensible request. HAs there been progress on making this available?

This was available before (on our old network). Seeing as shaping on Capped is so dynamic, being able to display this per client, per account in ClientZone is going to be a huge undertaking. This is not to say that we are not planning on rolling this out, but it's not something that we can launch immediately. We were one of the first ISPs to be really transparent about our shaping policies and we're not planning on changing that anytime soon.

 

[steel_dog]

This was available before (on our old network). Seeing as shaping on Capped is so dynamic, being able to display this per client, per account in ClientZone is going to be a huge undertaking. This is not to say that we are not planning on rolling this out, but it's not something that we can launch immediately. We were one of the first ISPs to be really transparent about our shaping policies and we're not planning on changing that anytime soon.

Until it's rolled out how do client's assess whether they're getting the level of service they require on shaped vs unshaped? It's compounded by statements that 'we don't shape' and suggestions to try unshaped when clients are experiencing issues. Everyone is clutching at straws. It's why there's mega aggravation when issues arise. Think it's imperative. It's doing AH sbsolutely no good. If AH doesn't realize it yet - clients are seeking an exit.