Afrihost New Network Feedback - Part 2

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TEXTILE GUY said:
Just a quick question

My line is with AH

When there is a line problem or any connectivity problem for that matter, I will usually contact AH, and if I suspect its a line issue I will say so and furnish a reason and a stat where possible.

The stock standard response I get is that I am far away from the exchange and I should sync the line at 2 megs.

Now, consider, I have been running at 4 megs quite fine for a few years.
I have and pay for a 4 meg line and package. Thats why I have a 4meg package with you and have had it for a few years now.

When there is an issue, I have to first debate this before I can get your team to get Telkom to find the problem. And after a heated exchange the problem is fixed and the world goes back to 4 meg heaven.

The question .... do the tech team look at historical correspondence when a new ticket is created? If so, why do they give me the half hearted each and every time?

Best effort on Telkoms part may be the best effort to close a job ticket, but I rely on you to give a best effort to get Telkom to best effort the line back to what it was prior to the issue.

Use it .... dont use it.

Oh, and with my latest correspondence I need someone to tell Telkom that my SNR is poor hence the issue I have. Its a recent fault .... nothing to do with the stock standard.

Thanks guys for your help ..... much appreciated.
Click to expand...

If you know the issue its best to go directly to Telkom yourself rather than having to explain yourself to support each time just to log the call.
 
TEXTILE GUY said:
Just a quick question

My line is with AH

When there is a line problem or any connectivity problem for that matter, I will usually contact AH, and if I suspect its a line issue I will say so and furnish a reason and a stat where possible.

The stock standard response I get is that I am far away from the exchange and I should sync the line at 2 megs.

Now, consider, I have been running at 4 megs quite fine for a few years.
I have and pay for a 4 meg line and package. Thats why I have a 4meg package with you and have had it for a few years now.

When there is an issue, I have to first debate this before I can get your team to get Telkom to find the problem. And after a heated exchange the problem is fixed and the world goes back to 4 meg heaven.

The question .... do the tech team look at historical correspondence when a new ticket is created? If so, why do they give me the half hearted each and every time?

Best effort on Telkoms part may be the best effort to close a job ticket, but I rely on you to give a best effort to get Telkom to best effort the line back to what it was prior to the issue.

Use it .... dont use it.

Oh, and with my latest correspondence I need someone to tell Telkom that my SNR is poor hence the issue I have. Its a recent fault .... nothing to do with the stock standard.

Thanks guys for your help ..... much appreciated.
Click to expand...



My line have been with MWeb for a couple of years and a month ago I moved it to Afrihost.
With MWeb I always found that they were very reluctant to log a line fault with Telkom, even after all the tests, even if you know exactly what the fault is, it was always a mission.
Unfortunatly earlier this month my experience was exactly the same with Afrihost, did all possible tests, swopped modems etc etc, but still they are reluctant to except that it's a line or exchange problem and that they'll have to log a fault with Telkom. Luckally I came right with AfriGenie, he saw the light and realized it will have to be logged with Telkom and he is currently in talks with Telkom to sort my problem.

What ISP's should also consider, is that the average person on MyBB is somewhat of a techie, they know a bit more than granny who sits at home calling support because of her broken interwebs.
 
bigboy529 said:
My line have been with MWeb for a couple of years and a month ago I moved it to Afrihost.
With MWeb I always found that they were very reluctant to log a line fault with Telkom, even after all the tests, even if you know exactly what the fault is, it was always a mission.
Unfortunatly earlier this month my experience was exactly the same with Afrihost, did all possible tests, swopped modems etc etc, but still they are reluctant to except that it's a line or exchange problem and that they'll have to log a fault with Telkom. Luckally I came right with AfriGenie, he saw the light and realized it will have to be logged with Telkom and he is currently in talks with Telkom to sort my problem.

What ISP's should also consider, is that the average person on MyBB is somewhat of a techie, they know a bit more than granny who sits at home calling support because of her broken interwebs.
Click to expand...

:(

It's a tough situation, the moment you log a fault with Telkom, the fault is practically out of our hands and in Telkom's hands. When a Client hears they are often not very happy as they want Afrihost to resolve the problem not Telkom. It's a really strange situation to be in.

We'll always do the best we can for our Clients here on MyBB, even if it involves a few more esoteric problem solving methods. ;)
 
TEXTILE GUY said:
Just a quick question

My line is with AH

When there is a line problem or any connectivity problem for that matter, I will usually contact AH, and if I suspect its a line issue I will say so and furnish a reason and a stat where possible.

The stock standard response I get is that I am far away from the exchange and I should sync the line at 2 megs.

Now, consider, I have been running at 4 megs quite fine for a few years.
I have and pay for a 4 meg line and package. Thats why I have a 4meg package with you and have had it for a few years now.

When there is an issue, I have to first debate this before I can get your team to get Telkom to find the problem. And after a heated exchange the problem is fixed and the world goes back to 4 meg heaven.

The question .... do the tech team look at historical correspondence when a new ticket is created? If so, why do they give me the half hearted each and every time?

Best effort on Telkoms part may be the best effort to close a job ticket, but I rely on you to give a best effort to get Telkom to best effort the line back to what it was prior to the issue.

Use it .... dont use it.

Oh, and with my latest correspondence I need someone to tell Telkom that my SNR is poor hence the issue I have. Its a recent fault .... nothing to do with the stock standard.

Thanks guys for your help ..... much appreciated.
Click to expand...

Line faults are very tricky at the moment, especially with ASSIA, often when the Team replies with the distance from Exchange answer that is the feedback that we receive directly from Telkom. :(

If there is any ever doubt I would recommend PM'ing us here.
 
DNS issues for me again using the 169.1.1.1 and 169.1.1.2

switched to Google DNS and im fine now...
 
Icemanbrfc said:
i have no idea how to setup or configure that tool. My router is not there
Click to expand...

Neither was mine, I selected the router model before mine...try using each of the available netgear routers listed on there. Just remember to add your routers default gateway IP, username and password.
 
AfriGuy said:
Was DNS not resolving for you?
Could you browse IPs?
Click to expand...
Got some DNS error when trying to load pages. Well basically the pages wouldnt load. I left the secondary dns as 169.1.1.2 and made the primary as 8.8.8.8
 
Icemanbrfc said:
Got some DNS error when trying to load pages. Well basically the pages wouldnt load. I left the secondary dns as 169.1.1.2 and made the primary as 8.8.8.8
Click to expand...

Alrighty.
Not seeing any issues around DNS resolution though - were you able to ping any affected sites?
 
AfriGuy said:
Alrighty.
Not seeing any issues around DNS resolution though - were you able to ping any affected sites?
Click to expand...
I didnt ping anything. I just assumed that perhaps the Afrihost DNS were having issues, so switched and happily continued.

Il check again tonight, and if it happens ill try and ping that site.
 
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