Afrihost Mobile Feedback Thread

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ld13 said:
This is an urgent request for a "Session Audit" function/button from within the clientzone/app because this capped issue is getting ridiculous. Each and every Afrihost client that contacted me in the past month had a capped problem where they obviously still had cap left but their browsing gets redirected to a capped page. Sitting with another one now, but the support lines are closed so I cannot instigate a session audit. :(
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We have to be careful, because the function you're referring to is used internally to access our radius cluster directly. Giving the general public that function could potentially open up some security risks for us, and at the least give some users the opportunity to do more damage than good to their overall experience.

The main point is that clients should not need this function, and we're putting our focus into trying to eliminate this issue at the source :(
 
rph72 said:
I've never had any major signal issues, but the last couple of days I keep on getting a red signal indicator on my Huawei E5331 Mobile Wi-Fi quite frequently. At home I now have to switch to my Telkom WiFi and I also had to buy a Vodacom data bundle on my phone for when the MiFi isn't working.

Is my MiFi device about to break (Warranty expires 20/08/2014) or is the MTN signal very ****ty in the Cape Peninsula lately?
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Best would be to log a coverage query directly with MTN on this. If there is a recent problem on their Cape coverage (would probably be much more specific, depending on where towers are situated), they would know more than me :(
 
AfriMan said:
I think the Afrihost Firmware is specifically designed for the E5331, so I don't think we can replace the firmware on another device.
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So does your E3131 you sell not come with your own branded software?
 
I was capped again even though I've got 11GB of data left. I wonder if Afrihost will fix this at some stage. It's been months now.
 
Solitude said:
I was capped again even though I've got 11GB of data left. I wonder if Afrihost will fix this at some stage. It's been months now.
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Sorry about this. We've implemented several changes. Some seem to have had an effect on minimising the occurrence of these issues, but we're still working on trying to eliminate them completely :(
 
AfriMan said:
Sorry about this. We've implemented several changes. Some seem to have had an effect on minimising the occurrence of these issues, but we're still working on trying to eliminate them completely :(
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Had this capping issue happen to me on two diff accounts, three times last month. Had data remaining all three times.
I paid for a topup and then could access web again - despite having remaining data from the initial and free/bonus data.
Marketing budget is tight, bonus data has to go, lets cap everyone so they pay for topups despite having data?

I use the Afrihost data when travelling so sporadic use.
Paid for a topup late night on 29/30th as had urgent work to deal with. Still didn't work and remained capped. So paid for data which expires within 2 days and could not use it. Support was useless and frustrating. You guys are now a bigger company, extend your Sunday support hours and improve support quality.

Afrihost, after I requested a refund/month-extension, offered to extend for a week.
A weeks pointless if I use the data only when travelling/sporadically.
No refund given despite not being able to use the data due to their network issues, no budge on a months extension.

They're out of my books now as a "good go to mobile product" when people ask..
 
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goga said:
Had this capping issue happen to me on two diff accounts, three times last month. Had data remaining all three times.
I paid for a topup and then could access web again - despite having remaining data from the initial and free/bonus data.
Marketing budget is tight, bonus data has to go, lets cap everyone so they pay for topups despite having data?

I use the Afrihost data when travelling so sporadic use.
Paid for a topup late night on 29/30th as had urgent work to deal with. Still didn't work and remained capped. So paid for data which expires within 2 days and could not use it. Support was useless and frustrating. You guys are now a bigger company, extend your Sunday support hours and improve support quality.

Afrihost, after I requested a refund/month-extension, offered to extend for a week.
A weeks pointless if I use the data only when travelling/sporadically.
No refund given despite not being able to use the data due to their network issues, no budge on a months extension.

They're out of my books now as a "good go to mobile product" when people ask..
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Every network will experience technical problems. I would think that if you did not have use of your data for a few hours, extending the data by a full week would be fair compensation for that.

We do offer 24 hour support, including Sundays, so there was always a possibility of reaching us by phone, email, live chat or SMS to help resolve the issue.

I also need to point out that making accusations of us intentionally capping you to save money are far-fetched and unfounded. We definitely regret any service interruption, and we do our best to prevent this at all times (and at all costs).
 
I'm experiencing time-outs and slow speeds on international. Is anyone else having the same problem?

Using MyBroadband's Speedtest I'm getting about a twentieth of the speed internationally as I do locally.

*edit*

Nevermind it's better now. The timeouts are gone and the speeds are improving.
 
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AfriMan said:
Every network will experience technical problems. I would think that if you did not have use of your data for a few hours, extending the data by a full week would be fair compensation for that.

We do offer 24 hour support, including Sundays, so there was always a possibility of reaching us by phone, email, live chat or SMS to help resolve the issue.

I also need to point out that making accusations of us intentionally capping you to save money are far-fetched and unfounded. We definitely regret any service interruption, and we do our best to prevent this at all times (and at all costs).
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Far fetched it may be, but it happened across two different accounts only when I hit the last 20mb of the 250mb, and before the "free 250mb bonus data" started. So I get capped, just before the free data starts - on two different accounts.

I did make e-mail contact with your support guys, who after back and forth and no change - unilaterally decided to "reprovision the sim so you will be offline for +/- 4 hours"

As I pointed out to your support guys, look at my usage history and you'll see zero usage for 2 weeks, then +/- 1gb in 2-3 days. I paid for a topup on the last few days of the month, as I need to use the data then and there. Usage history shows that sort of usage. The access was not available. I did not need it the next week and if it could not have been used, I would not have "purchased your product" being the topup.

I can understand service interruptions, but apply some logic and discretion - look at the usage logs and understand that your offer to extend for a week is worthless given the pattern of usage. Paid for your product needing to use it, could not.

Look back and you're having this same issue dating back to 2013, sporadically.
 
Solitude said:
I'm experiencing time-outs and slow speeds on international. Is anyone else having the same problem?

Using MyBroadband's Speedtest I'm getting about a twentieth of the speed internationally as I do locally.

*edit*

Nevermind it's better now. The timeouts are gone and the speeds are improving.
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Might have been a problem on the server they are testing with overseas. As far as I know there were no problems on the mobile network or international service. Let me know if you see this again :)
 
razer1980 said:
I'm also capped at the moment (since yesterday) even though I've still got 1.5gb left :-( Will this resolve itself (ETA?) or do I have to phone support to get it sorted?
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Same problem. Online with a support guy at the moment via live chat.

It started yesterday at around 11:00

EDIT: Not sure what was fixed but it is working now.
 
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goga said:
Far fetched it may be, but it happened across two different accounts only when I hit the last 20mb of the 250mb, and before the "free 250mb bonus data" started. So I get capped, just before the free data starts - on two different accounts.

I did make e-mail contact with your support guys, who after back and forth and no change - unilaterally decided to "reprovision the sim so you will be offline for +/- 4 hours"

As I pointed out to your support guys, look at my usage history and you'll see zero usage for 2 weeks, then +/- 1gb in 2-3 days. I paid for a topup on the last few days of the month, as I need to use the data then and there. Usage history shows that sort of usage. The access was not available. I did not need it the next week and if it could not have been used, I would not have "purchased your product" being the topup.

I can understand service interruptions, but apply some logic and discretion - look at the usage logs and understand that your offer to extend for a week is worthless given the pattern of usage. Paid for your product needing to use it, could not.

Look back and you're having this same issue dating back to 2013, sporadically.
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I think in the greater context of tens of thousands of active users, two accounts experiencing similar symptoms is more along the lines of coincidence rather than conspiracy. Again, I do feel that extending data by a week or so is fair compensation for not being able to access it for a few hours. I have read and understood your post.
 
lcbxx said:
Same problem. Online with a support guy at the moment via live chat.

It started yesterday at around 11:00

EDIT: Not sure what was fixed but it is working now.
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Let me know if you don't get it sorted and I'll do my best to assist you. Just drop me a PM.
 
AfriGuy said:
While this was an issue previously, the authentication issues aren't a repeating problem.
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Repeat problem happening again .

This reminds me of the cellC sim i had for two years it was ok then CellC became a victim of their own popularity , it was just over subscribed and could not handle the load needless to say i left .
Seems like the same thing happening here .
 
Still having problems with MTN coverage, it is really poor.

I have found only one place so far where MTN works better than the other ISPs, and that is in Letaba camp in the KNP.

But I am not there often.
 
FNfal said:
Repeat problem happening again .

This reminds me of the cellC sim i had for two years it was ok then CellC became a victim of their own popularity , it was just over subscribed and could not handle the load needless to say i left .
Seems like the same thing happening here .
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We're definitely not oversubscribed. We have the full MTN network at our disposal, which is one of the biggest networks on the continent. We're still working on this continuously and troubleshooting where we can to see what precipitates and links these incidents. I'm confident, with MTN's help, we'll get this to work better and better as we go.
 
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