Afrihost CAPPED fibre : Accounting seems wrong.

[AfriNatic]

Guess I have 2 options:
1. Change to uncapped and see how it goes for the next few months.
2. Bite the bullet and pay Afrihost R999 for their "free"modem and be rid of them.

All you need to do is stick around for 6 months and then you are free to cancel if you wish. In saying this, we want to make sure that everybody is having a good experience. So, if you are having slow speeds please let me know so I can address this with our Team.

 

[mountain_lion]

The idea with the package changes is to give our clients the best experience possible. This means we don't want to shape of throttle at all. Meaning we are giving our clients as freedom as we possibly can on our network. As you will see on our website.

View attachment 658408

From the bottom of the same page:



If you then click

You get:

It seems that this does not apply any more (at least not by default), but is still advertised and available to choose via Afrihost Clientzone...

 

[mountain_lion]

All you need to do is stick around for 6 months and then you are free to cancel if you wish. In saying this, we want to make sure that everybody is having a good experience. So, if you are having slow speeds please let me know so I can address this with our Team.

So far the speed has been fine, but I have been on the capped product to date.

My main problem was with the incorrect accounting, compounded by an initial router registration problem, followed by a physical fault (fibre break).
I understand that the accounting problem has finally been fixed. Thanks.

If the Afrihost uncapped product is now also (mostly) not subject to throttlng and shaping, I can move to uncapped, which also removes the accounting issue. I will try the uncapped option for at least one month.

However the whole support experience was poor, to the extent that I dread having to contact Afrihost support again in future.
It required huge effort on my part with continuous follow up over a period of several weeks via various channels (including this thread) before the accounting problem was even acknowledged.
I did not expect an instant fix, but it should not be this hard to get a problem acknowledged and escalated to the queue for analysis and resolution.

 

[AfriNatic]

So far the speed has been fine, but I have been on the capped product to date.

My main problem was with the incorrect accounting, compounded by an initial router registration problem, followed by a physical fault (fibre break).
I understand that the accounting problem has finally been fixed. Thanks.

If the Afrihost uncapped product is now also (mostly) not subject to throttlng and shaping, I can move to uncapped, which also removes the accounting issue. I will try the uncapped option for at least one month.

However the whole support experience was poor, to the extent that I dread having to contact Afrihost support again in future.
It required huge effort on my part with continuous follow up over a period of several weeks via various channels (including this thread) before the accounting problem was even acknowledged.
I did not expect an instant fix, but it should not be this hard to get a problem acknowledged and escalated to the queue for analysis and resolution.

I'm glad that your issue was realised and it was sorted out.

I agree with your statement " I did not expect an instant fix, but it should not be this hard to get a problem acknowledged and escalated to the queue for analysis and resolution."

When a client comes to us, they should be assisted there and then. You shouldn't have to prove that you have an issue. Hopefully, when you have an issue again it will be handled in a better manner.

If you feel like changing your package, you are more than welcome to do so in your CleintZone.