Kloofvreter
Honorary Master
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Question of the Day: Have you ever been scammed?
Afrihost Fibre Feedback
- Thread starter AfriFella
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PM sent, thanks!
Afrihost Openserve 10Mbps Premium Uncapped Fibre - was initially fine, nice and quick, now it really seems like I am being shaped every day around 18:00. The clientzone used to tell you if you were shaped or throttled on uncapped ADSL but there is no way to see this on a fibre package. Calling the support does not seem to help as they can't confirm if shaping or throttling is in place.
SuperMario
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Yes, I have exactly the same issue on Afrihost/Vumatel. It's pathetic really... When I ask my neighborhood about their experience on other isp's they have no issues. This is absolutely ridiculous from Afrihost. And no I'm not going to post any trace routes and **** here, because you need to fix your own network. It's not my responsibility to do it.
@Afrigenie
I tried posting this to the Afrihost accounts department but I didn't get a clear answer. I am currently on the "Premium uncapped" fibre package. If I upgrade to the "Priority uncapped" package, will I still get shaped / throttled?
I tried posting this to the Afrihost accounts department but I didn't get a clear answer. I am currently on the "Premium uncapped" fibre package. If I upgrade to the "Priority uncapped" package, will I still get shaped / throttled?
You probably won't get a timely response from them, so I can give you the answer. In short, yes you will be shaped, just not as much. If you want completely unshaped/un-throttled you have to change to a capped package, where you always get your full speed no matter what, or so they say.
Thanks. Looks like I'll have to move to capped 200GB, which is the only affordable option for me on Openserve / Afrihost.
No problem man, at least you have fibre. Am currently fighting with OpenServe and their incompetent installation technicians.
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Heya vic777. The shaping policy is similar to DSL. Shaping will apply to Priority Uncapped, but to a far lesser extent.
CHeck it out here:https://www.afrihost.com/microsites/network/management/
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I'm sorry to hear that is your experience.
I can assure you that we do not throttle our Premium Uncapped Fibre connections. If you can post some test results, I'll be happy to help you get to the bottom of this. 
Luke7777
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Very little positive feedback in this thread Looks like I'm better off on VDSL at the moment
Looks like I'm better off on VDSL at the momentKloofvreter
Honorary Master
So Afrihost gave me feedback regarding my fiber installation, this information mainly being that they cannot provide a timeframe for the Vumatel fiber installation. I have mailed Vumatel, and they have forwarded, but since Tuesday I had no reply. Strange, considering they phoned me twice and visited me twice since they finished installation in the complex to get me signed up. Oh well...patience.
Heya vic777. The shaping policy is similar to DSL. Shaping will apply to Priority Uncapped, but to a far lesser extent.
https://www.afrihost.com/microsites/network/management/
Thanks for the feedback, but I have to disagree with you - I am being more aggressively shaped on fibre, and I don't hit more than about 100GB per month on download. Also, I can't verify that I am being shaped at any point in time because you guys don't have it indicated on the clientzone anymore - but then I call the support centre, and eventually they claim to reset some statistics on their side and all speeds up again. At times like that my speed is really low.
My 4Mpbs business ADSL package was roughly the same price as this fibre product, with no shaping - and even though theoretically slower than 10 Mpbs, I had a stable 4 down, which I don't get at the moment.
It also looks like most encrypted traffic is getting shaped, so anything that goes via a VPN. VPN traffic is not only P2P / torrents, a lot of people stream over VPN, so it should get indiscriminately shaped IMHO.
I'll check out the capped product for now.
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Very little positive feedback in this thread
Very little indeed I'm afraid.
I don't think the fibre is to blame, but the way Afrihost is going about it.
Admittedly, these threads are generally used more for those frustrated by service issues - that's natural. However, on other ISP fibre threads there is at least a degree of satisfaction expressed from time-to-time.
I don't really see that here which is concerning for a once top-tier ISP such as Afrihost.
It appears that fibre caught them completely off-guard, therefore those that were expecting a certain minimum-level of service and functionality* from AH that they might have previously experienced on ADSL will be gravely disappointed.
*No after-hours data
*No capped data roll-over
*No Afrihost Plus double data
*No functionality to view usage, top-up or change package from mobile app
Coastalshark
Well-Known Member
So, after what has been an extremely frustrating 6 days, I'm happy to report that my fibre is eventually up and running. From what I gather, it seems that a config change on SADV's side finally fixed the issue. Not 100% sure if it was a SADV fix for Afrihost specifically or a SADV fix in general but its working now and working very well. Getting around 47mbps up and down on my 50mbps fibre package.
I think the most frustrating part of this entire saga is that once my issue was escalated to the right people and managers at Afrihost (and SADV) it literally took a day to resolve, but that getting my issue there took the other 5 days, countless hours on the phone and convincing of multiple people that I had an actual issue and that it wasn't just a config problem on my router. Not to mention the huge amounts of mobile data topups from Afrihost so that I could continue to work in that time.
I do, however, want to acknowledge all the efforts of the fibre support manager from Afrihost. Once my issue eventually made its way to her (mostly due to my demands of speaking to a manager) she got all the necessary people together, escalated it to the GM and even gave me her personal cell number so I didn't have to wait in the support queue every time I wanted to find out progress. She also continually sent me messages informing me of their progress. The SADV manager I managed to get through to as well was also extremely helpful in getting their tech lead involved as well
I believe this SADV fix helps other Afrihost/SADV fibre clients that might have been having a similar problem so at least there's that too
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I've replied to your PM and will do my best to get your installation expedited.
From personal experience, I also live in a complex where Vumatel laid fibre at the beginning of the year. It took a few weeks longer than the estimated ETA for them to complete the installation. From our side we definitely do our best to make things run on time, but delays can sometimes occur.
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I was referring to the difference between Priority Boosted and Premium Uncapped, not between DSL and Fibre.
With regards to testing your fibre connection and results, shaping should not affect speedtest results. Further, the rebooting of a connection will also not reset the shaping profile of your connection resulting in a briefly improved experience. To me, this sounds more like the symptoms of a busy local network, but it's hard to say for sure without testing. Perhaps you can PM me your account info and I'll ask our NOC team to monitor your account while you're experiencing this again?
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So, after what has been an extremely frustrating 6 days, I'm happy to report that my fibre is eventually up and running. From what I gather, it seems that a config change on SADV's side finally fixed the issue. Not 100% sure if it was a SADV fix for Afrihost specifically or a SADV fix in general but its working now and working very well. Getting around 47mbps up and down on my 50mbps fibre package.
I think the most frustrating part of this entire saga is that once my issue was escalated to the right people and managers at Afrihost (and SADV) it literally took a day to resolve, but that getting my issue there took the other 5 days, countless hours on the phone and convincing of multiple people that I had an actual issue and that it wasn't just a config problem on my router. Not to mention the huge amounts of mobile data topups from Afrihost so that I could continue to work in that time.
I do, however, want to acknowledge all the efforts of the fibre support manager from Afrihost. Once my issue eventually made its way to her (mostly due to my demands of speaking to a manager) she got all the necessary people together, escalated it to the GM and even gave me her personal cell number so I didn't have to wait in the support queue every time I wanted to find out progress. She also continually sent me messages informing me of their progress. The SADV manager I managed to get through to as well was also extremely helpful in getting their tech lead involved as well
I believe this SADV fix helps other Afrihost/SADV fibre clients that might have been having a similar problem so at least there's that too
I'm super happy to hear that your line is finally up and running well!
It sounds like you definitely also played a part in streamlining the process for many others. Thanks for being a martyr in that regard. I know who you spoke to at Afrihost and I'll definitely give her your regards. Keep me posted with feedback around your experience.
I was referring to the difference between Priority Boosted and Premium Uncapped, not between DSL and Fibre.
With regards to testing your fibre connection and results, shaping should not affect speedtest results. Further, the rebooting of a connection will also not reset the shaping profile of your connection resulting in a briefly improved experience. To me, this sounds more like the symptoms of a busy local network, but it's hard to say for sure without testing. Perhaps you can PM me your account info and I'll ask our NOC team to monitor your account while you're experiencing this again?
Thank you, I'll pm you
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Kloofvreter
Honorary Master
I've replied to your PM and will do my best to get your installation expedited.
From personal experience, I also live in a complex where Vumatel laid fibre at the beginning of the year. It took a few weeks longer than the estimated ETA for them to complete the installation. From our side we definitely do our best to make things run on time, but delays can sometimes occur.
Hi
The fiber is already installed in the complex, and only needs to be connected form inside my house to the box outside. It seems that their sales team are making promises that the technical/implementation team are struggling to meet. Anyway, they have contacted me and will be there on Monday afternoon to install
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