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philennaidu
Active Member
- Joined
- Nov 20, 2022
- Messages
- 40
- Reaction score
- 11
My mother is a 75yr old retired teacher, she has no technical knowledge and she lives with trust. She's been an Afrihost internet client since 2019. Every time I've visited her home since 2019, there have been internet speed issues. Recently I've run over 40 speedtests over the course of 10 days, and they all show download speeds of consistently less than 20Mb/s. From the same device and location, speedtests for MTN Mobile Data are hitting consistently above 75Mb/s. I contacted Afrihost requesting proof of speeds for past invoices issued. They refused. I requested that past invoices be adjusted to justify the invoices issued. They refused. They told my mother that her issue was an old router, so she bought the new one, but her speeds are still below 20Mb/s and constantly dropping at night for what is 'unthrottled', 'uncapped', 'unshaped' and 'no threshold' 100Mb/s Pure Fibre Internet according to her invoices. The FNO is Openserve and is included in the package.
My mother and late father were born in the 40's, they trust that their service providers are honest with them. And they don't have the technical knowledge to question or query what they are told. So when they're told to upgrade, they do it.
UPDATE:
After 19 emails and 10 days, I can confirm that my mother's internet speeds are now running according to expectations.
The issue had nothing to do with any of our devices at home, or cables, or setup, it was purely something on the end of Afrihost, which - thanks to Sbonelo - has been eventually resolved.
It remains unfortunate that anyone without a tiny bit of technical knowledge can be left to suffer poor speeds below the acceptable tolerance for what is being paid for. And that even those who do contact Afrihost support can be easily disheartened by support that goes round in endless circles but does not directly deal with the issue at hand. For those who live and work in the many fields outside of computer technology, and who have full days taking care of family, or hungry children, and who do not have the time to sit in front of the computer, plugging cables and adjusting settings, who trust their ISP for technical support, I must say that I find Afrihost to be a disappointment.
But I am thankful for all those who have made the effort here, to assist, and for what I have learned in the process, and for a dude named Sbonelo at Afrihost.
My mother and late father were born in the 40's, they trust that their service providers are honest with them. And they don't have the technical knowledge to question or query what they are told. So when they're told to upgrade, they do it.
UPDATE:
After 19 emails and 10 days, I can confirm that my mother's internet speeds are now running according to expectations.
The issue had nothing to do with any of our devices at home, or cables, or setup, it was purely something on the end of Afrihost, which - thanks to Sbonelo - has been eventually resolved.
It remains unfortunate that anyone without a tiny bit of technical knowledge can be left to suffer poor speeds below the acceptable tolerance for what is being paid for. And that even those who do contact Afrihost support can be easily disheartened by support that goes round in endless circles but does not directly deal with the issue at hand. For those who live and work in the many fields outside of computer technology, and who have full days taking care of family, or hungry children, and who do not have the time to sit in front of the computer, plugging cables and adjusting settings, who trust their ISP for technical support, I must say that I find Afrihost to be a disappointment.
But I am thankful for all those who have made the effort here, to assist, and for what I have learned in the process, and for a dude named Sbonelo at Afrihost.
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