Afrihost is not playing the game anymore

supersunbird said:
Problem was logged a month ago, either you guys can get if fixed or you cant. Don't see any disrespect from his side, the disrespect it the delay on the issue being fixed and still taking his money for the service he isn't getting.
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^^ Yup ... I cancelled and unbundled today... the same non response from Afrihost support for more than a month and also Donovan @ Critical "Care" as well. Zero support or feedback. No value in their offering to manage the line and data really.
 
OK, so I have decided to play nice again and I have PM'd Afriman.
Let's see how far I get now. I'll keep you all posted.
 
AfriMan said:
Just to bring context to this thread, the OP has also posted something similar on one of our main threads.

We have been working with him all along and, as he admits, Telkom have been out to his premises several times.

I can understand that some people can get frustrated when issues like this don't move along very quickly. Long term issues can be very painful, I have first hand experience of this. But resorting to this kind of name calling and spamming our social media is just not cool. Anyone here on the threads can attest that if you drop me a PM, or just post something simply saying that we need help, we're always willing to engage and try to find a solution.

We have tried to help the OP, and we're still willing to help. However, there have to be some rules of engagement. I'm always happy to help, but we give every single forum member respect, I don't think it's unreasonable to ask the same in return.
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I want to call you out on this.


You are not prepared to help. You say you are. You engage, yes you do. But nothing changes. Problems are reported, and you respond with "strange, we are not seeing any general issues on our side".


The conversation carries on through tests, disconnects, etc. When using a different account the problems dissapear, and instead of admitting there is an issue and trying to resolve it Afrihost will give excuse after excuse after excuse.


People like this come on to forum to bitch, because they have nothing left to do. One can only logically prove where on MTN's network the problem is so many times, and still have Afrihost pretend to be blind before you start to lose your ****.


FIX THE ISSUES, don't come bitch at him bitching at you.
 
Sinbad said:
I don't buy this whole "distance from the exchange thing".
Copper quality seems to play a much bigger role.

I'm 3.5km by road from my exchange. One of my lines can only sync at 2mbps, the other is capable of 15.
My dad is 3.7km by road from his exchange. Line syncs at 1mb.
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Its copper line quality, distance and how many copper loops. Exchange congestion can also play a role. And if the copper is damaged somewhere.
 
requiem said:
I want to call you out on this.


You are not prepared to help. You say you are. You engage, yes you do. But nothing changes. Problems are reported, and you respond with "strange, we are not seeing any general issues on our side".


The conversation carries on through tests, disconnects, etc. When using a different account the problems dissapear, and instead of admitting there is an issue and trying to resolve it Afrihost will give excuse after excuse after excuse.


People like this come on to forum to bitch, because they have nothing left to do. One can only logically prove where on MTN's network the problem is so many times, and still have Afrihost pretend to be blind before you start to lose your ****.


FIX THE ISSUES, don't come bitch at him bitching at you.
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I would say that most people use the forum to find solutions and exchange useful information. If it's just to complain and not be called on their statements or behaviour, then it's not a very fruitful interaction. Lumping every negative issue into one mega-complaint and saying "Fix the Issues" is neither informative or ultimately helpful. I'm also very happy to be called out if I make an untrue or unfair statement. If it's in the interests of making things better, there are really no losers in that scenario.

As I've said many times, if you engage us, PM us, we do our best to help and find workable solutions, even if that solution means we're not able to provide the service or product you expect.
 
AfriMan said:
I would say that most people use the forum to find solutions and exchange useful information. If it's just to complain and not be called on their statements or behaviour, then it's not a very fruitful interaction. Lumping every negative issue into one mega-complaint and saying "Fix the Issues" is neither informative or ultimately helpful. I'm also very happy to be called out if I make an untrue or unfair statement. If it's in the interests of making things better, there are really no losers in that scenario.

As I've said many times, if you engage us, PM us, we do our best to help and find workable solutions, even if that solution means we're not able to provide the service or product you expect.
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Don't sidestep the issue.

I experienced endless grief. Not a single time was a solution found. My line, my modem, my computer, my browsing habits, the phase of the moon was blamed.

When I would show there was a problem, it was denied and I was asked to do tests, then it gets escalated, and at best you get given a different account to use while "we investigate".


The response from Afrihost was always the same. I am calling you out on stating there is any fruitful discussion to be had when sending a PM ends up in the complaint being sent to Critical care, who repeat all the test processes with you. Then state that they don't see a problem.

Eventually one gets so tired of the lies, that one leaves.

Anyway, it truly is a pity, while your network worked, (pre MTN) it was genuinely the best ADSL internet experience to be had in SA.
 
You are feeling the backlash of providing a sub-par service. Oversubscribed, not enough knowledgeable support staff, etc.

I am sold a 4MB products, yet I can hardly ever get 4MB speeds.
Download Speed: 1395 kbps (174.4 KB/sec transfer rate)
Upload Speed: 385 kbps (48.1 KB/sec transfer rate)
Latency: 243 ms
8/25/2014 6:59:39 PM

That's supposed to the full-speed real-time service. With downloads that speeds plummets to 10kb/s. How is 10kb/s acceptable for a 4MB account? Please humor me with a response. 10kb/s is close to the speeds we got 15 years ago with dial up modems.
 
I don't want to get in the middle of the fight but OP you MUST be able to get 10Mbps stable as your stats looks the same as mine and I can get slightly more than 10Mbps speed.

I imbeded my line stats of a very stable 10Mbps line. Just saying you can most definitely get 10Mbps. As you can see I have a very poor SNR and a Attenuation of 39.5.

dslstats.png
 
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requiem said:
Don't sidestep the issue.

I experienced endless grief. Not a single time was a solution found. My line, my modem, my computer, my browsing habits, the phase of the moon was blamed.

When I would show there was a problem, it was denied and I was asked to do tests, then it gets escalated, and at best you get given a different account to use while "we investigate".


The response from Afrihost was always the same. I am calling you out on stating there is any fruitful discussion to be had when sending a PM ends up in the complaint being sent to Critical care, who repeat all the test processes with you. Then state that they don't see a problem.

Eventually one gets so tired of the lies, that one leaves.

Anyway, it truly is a pity, while your network worked, (pre MTN) it was genuinely the best ADSL internet experience to be had in SA.
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I'm hearing a lot of anger and frustration here, and I just want to acknowledge that. I am sorry that your experience has led you to this. It is never our intention to make our clients unhappy, and by the sounds of it you did not have a good experience.

Ultimately though, many clients have a different experience. Critical Care is a special unit that we setup to deal with specific types of issues but we also have incredibly competent people working in our Support and Accounts teams. Throughout my time here at Afrihost I can honestly say we've gone the extra mile for our clients. We've made mistakes, but we've learned from them. I do believe, from our incoming call centre, support tickets, social media and surveys and NPS scores that the large majority of our clients have a good experience and get good value for their money. If I believed otherwise I don't think I could sleep at night. Knowing that we do everything for our clients, even when it literally costs us millions of rands sometimes to do so, is why I think Afrihost will continue to grow and create value for our clients.
 
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Brenden_E said:
You are feeling the backlash of providing a sub-par service. Oversubscribed, not enough knowledgeable support staff, etc.

I am sold a 4MB products, yet I can hardly ever get 4MB speeds.
Download Speed: 1395 kbps (174.4 KB/sec transfer rate)
Upload Speed: 385 kbps (48.1 KB/sec transfer rate)
Latency: 243 ms
8/25/2014 6:59:39 PM

That's supposed to the full-speed real-time service. With downloads that speeds plummets to 10kb/s. How is 10kb/s acceptable for a 4MB account? Please humor me with a response. 10kb/s is close to the speeds we got 15 years ago with dial up modems.
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Judging by the latency I would say the problem is most likely there. I don't know if this is a local or international test, so I'd need more specific information to give you a better answer. Ultimately, we have to troubleshoot and test thoroughly to ensure we are looking in the right place to resolve the issues.
 
AfriMan said:
Judging by the latency I would say the problem is most likely there. I don't know if this is a local or international test, so I'd need more specific information to give you a better answer. Ultimately, we have to troubleshoot and test thoroughly to ensure we are looking in the right place to resolve the issues.
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That is latency to international. Switch to Web Africa, problem solved. So the problem is Afrihost, no need to guess or investigate. You have conveniently declined to comment on how 10kb/s is acceptable for a 4MB account. This affects all your users yet you don't mention it on the sign up page.
 
Brenden_E said:
That is latency to international. Switch to Web Africa, problem solved. So the problem is Afrihost, no need to guess or investigate. You have conveniently declined to comment on how 10kb/s is acceptable for a 4MB account. This affects all your users yet you don't mention it on the sign up page.
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It depends on whether you are talking about a shaped service or general throughput. I can't really comment unless we can look further into it.

For international latency, it would also depend if you are routing to the UK or the US, becuase the difference in latency would be quite difference.
 
Dear Afriman,

I am on a 4mb uncapped Home connection. I am being shaped into kingdom come. I do download the occasional torrent, but about 2 - 3 a month, yet during the day my HTTP downloads are shaped to 200kbps. Please do not do this. I am not paying for a 2mb uncapped connection.

Regards,

RO
 
rubber_otter said:
Dear Afriman,

I am on a 4mb uncapped Home connection. I am being shaped into kingdom come. I do download the occasional torrent, but about 2 - 3 a month, yet during the day my HTTP downloads are shaped to 200kbps. Please do not do this. I am not paying for a 2mb uncapped connection.

Regards,

RO
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LoL. You ask so nicely.
 
rubber_otter said:
Dear Afriman,

I am on a 4mb uncapped Home connection. I am being shaped into kingdom come. I do download the occasional torrent, but about 2 - 3 a month, yet during the day my HTTP downloads are shaped to 200kbps. Please do not do this. I am not paying for a 2mb uncapped connection.

Regards,

RO
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HTTP downloads are classified as a non-realtime service and therefore shaped according to the profile applicable.
 
Dear Afriman,

I have no idea what that means. I have downloaded 221GB this month so far. In relation to your top downloaders, this is nothing.

How can I go about being unshaped without having to buy those Turboboost packages, or the way-too-expensive business packages?

Kind Regards,

RO
 
rubber_otter said:
Dear Afriman,

I have no idea what that means. I have downloaded 221GB this month so far. In relation to your top downloaders, this is nothing.

How can I go about being unshaped without having to buy those Turboboost packages, or the way-too-expensive business packages?

Kind Regards,

RO
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For the moment, all Uncapped users are shaped during the peak period between 7:30am and 10pm. So the only way would be to Turbocharge to avoid shaping during that time. Remember that you do get 300 Free TC minutes every month. Otherwise you would need to look at a Capped or Business product for the moment.
 
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