Afrihost New Network Feedback - Part 3

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Still going full speed on my unshaped capped account.At R298 for 200 GB pm it's a bargain.Thanks Afrihost .
 
Zoopy said:
Notice how this post is conveniently ignored? :crylaugh: AH admits that they've got issues that are impacting the expected experience levels but they still want you to pay full price.

It's okay for ISPs to under-deliver and still charge the same amount, but just you dare not pay your full monthly fee and they cut you off.
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Yes!

Sweet talk and all, but no real deal. I will keep posting this question.
 
AfriMan said:
Morning Everyone

I just want to quickly respond to the multiple complaints from Cape Town, PE and other South Region users. We definitely know that latency is not what we'd like, and our team is working really hard to preserve the overall experience.

I just want to be clear that we're not shaping any products that shouldn't be shaped, however shaping aggressively is still not giving us the headroom we need to keep latency at levels we'd like to see. We've already scheduled critical upgrades to ensure that we can deliver a better experience. In the meantime, our team will continue to look at every possible way to deliver the best experience possible when demand is at its highest.

I see a few people mentioning promotions putting strain on the network. We've mentioned many times before that this is not the case. In fact, Free-Time is one example where we actually wanted to try to spread out demand on the network, to give our users a better experience (at our cost). However, it just hasn't really had the impact we had hoped for, but certainly has not negatively impacted the network except that it has increased our costs a lot more :(

I just want to reassure everyone here that we always do very careful analysis of the impact of any promotion prior to and during launch to ensure that it does not affect our overall network performance, and if this is the case, our client's experience always comes first.
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Well, if it is expensive for AH to get additional capacity, and AH obviously trying to save money for itself, why dont AH gives us some serious discount for January or February, as in FACT we are paying for aggressively shaped internet with unreliable latency as a cherry on top? Ignoring the question is not going to help your reputation.

What is "critical upgrades" that you are talking about? Care to elaborate? Do you have a deadline for this problem to be resolved?
Like - if there is still problem by 1st Feb, we give you double money back?
 
Kenny said:
Well, if it is expensive for AH to get additional capacity, and AH obviously trying to save money for itself, why dont AH gives us some serious discount for January or February, as in FACT we are paying for aggressively shaped internet with unreliable latency as a cherry on top? Ignoring the question is not going to help your reputation.

What is "critical upgrades" that you are talking about? Care to elaborate? Do you have a deadline for this problem to be resolved?
Like - if there is still problem by 1st Feb, we give you double money back?
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Well, I am being literally throttled at 6Mbps hardware wise as they can't seem to up me back to 10Mbps. Pretty sure that's against their terms and conditions, especially as I am on the unshaped option.
 
Johnatan56 said:
Well, I am being literally throttled at 6Mbps hardware wise as they can't seem to up me back to 10Mbps. Pretty sure that's against their terms and conditions, especially as I am on the unshaped option.
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:(

We're definitely not throttlign you, your DSL line sync profile was dropped from 10Mbps to 6Mbps. Our Critical Care Team has followed-up with Telkom, and it looks like the highest sync profile your line can achieve and be stable is 9Mbps. The Critical Care Team is working with Telkom to get the sync profile adjusted as quickly as possible.
 
Kenny said:
Well, if it is expensive for AH to get additional capacity, and AH obviously trying to save money for itself, why dont AH gives us some serious discount for January or February, as in FACT we are paying for aggressively shaped internet with unreliable latency as a cherry on top? Ignoring the question is not going to help your reputation.

What is "critical upgrades" that you are talking about? Care to elaborate? Do you have a deadline for this problem to be resolved?
Like - if there is still problem by 1st Feb, we give you double money back?
Click to expand...

:(

I'm not sure I follow your line of reasoning with regards to the expense of the capacity and how that equates to the discounts.
 
AfriGenie said:
:(

We're definitely not throttlign you, your DSL line sync profile was dropped from 10Mbps to 6Mbps. Our Critical Care Team has followed-up with Telkom, and it looks like the highest sync profile your line can achieve and be stable is 9Mbps. The Critical Care Team is working with Telkom to get the sync profile adjusted as quickly as possible.
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Okay, so if I go and use my net, what would my maximum throughput be? 6 Mbps.
Define throttling:
Throttled data transfer, also known as data transfer throttling or lean data transfer, is the deliberate regulation of the data transfer rate in a communications system. Data transfer throttling can be used in any scenario where it is necessary or desirable to limit the amount of data that can be sent or received per unit time.
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By not upping it back, you're deliberately keeping it at 6 Mbps ergo throttling.

I still don't know what as quickly as possible means, it literally doesn't mean anything.
At the earliest moment that, as in Telephone me as soon as you can. It often takes the form as soon as possible, meaning at the earliest possible moment
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Define earliest moment possible by giving it a time frame, which is not "possible".

I am seriously frustrated at the lack of proper communication (over three days to reply to say request logged with Telkom which resulted in nothing it seems, then this ASAP here which took most of today again) and the ambiguous terms used.
 
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AfriGenie said:
:(

I'm not sure I follow your line of reasoning with regards to the expense of the capacity and how that equates to the discounts.
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It's simply Gian, let me help you by means of an analogy.

If you go to KFC and you order a 12 piece bucket, 4 large chips and 4 cokes and they give you a bucket with 6 pieces of chicken, 2 medium chips and 2 cokes and then tell you "it's expensive to stock enough food to fill all our customers' orders", what will your response be if they ask you to pay full price?

Hope this helps. :)
 
Zoopy said:
It's simply Gian, let me help you by means of an analogy.

If you go to KFC and you order a 12 piece bucket, 4 large chips and 4 cokes and they give you a bucket with 6 pieces of chicken, 2 medium chips and 2 cokes and then tell you "it's expensive to stock enough food to fill all our customers' orders", what will your response be if they ask you to pay full price?

Hope this helps. :)
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Nope, that's too complex an analogy. The idea of them failing to up my line speed being throttling seems to be a mind blower already and that's in the ISP space.
 
AfriGenie said:
:(

I'm not sure I follow your line of reasoning with regards to the expense of the capacity and how that equates to the discounts.
Click to expand...
Very simple - no service - no pay. bad service - no pay. service only good at certain times of the day - half pay.
Using your customers in place of test bunnies - half pay
Is that simple enough?
The rest is not that important.
 
Johnatan56 said:
Okay, so if I go and use my net, what would my maximum throughput be? 6 Mbps.
Define throttling:

By not upping it back, you're deliberately keeping it at 6 Mbps ergo throttling.

I still don't know what as quickly as possible means, it literally doesn't mean anything.

Define earliest moment possible by giving it a time frame, which is not "possible".

I am seriously frustrated at the lack of proper communication (over three days to reply to say request logged with Telkom which resulted in nothing it seems, then this ASAP here which took most of today again) and the ambiguous terms used.
Click to expand...

Johnatan56 said:
Nope, that's too complex an analogy. The idea of them failing to up my line speed being throttling seems to be a mind blower already and that's in the ISP space.
Click to expand...

There is a definite difference between us throttling your DSL account, and Telkom's ASSIA system adjusting the DSL Line sync to ensure that your DSL Line is as stable as possible.

Our Team should have replied to your ticket by now, and that is something that we are following-up on separately. Your DSL line sync should be synced back to the 9Mbps early tomorrow morning.
 
AfriGenie said:
There is a definite difference between us throttling your DSL account, and Telkom's ASSIA system adjusting the DSL Line sync to ensure that your DSL Line is as stable as possible.

Our Team should have replied to your ticket by now, and that is something that we are following-up on separately. Your DSL line sync should be synced back to the 9Mbps early tomorrow morning.
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Cool, so I'll pay half price for 6 days it seems. /shrug. There is no definite difference to the end-user, both are your fault, the line speed taking so long to be bumped up is due to your negligence.
And Telkom (acutally OpenServe) giving you issues has nothing to do with me, I pay for you to deal with it, while I seem to be having to hound after you guys as nothing is done.
And no, no reply since yesterday at 9am whereby Donovan said he'd submit a request for the speed bump.
 
standerr said:
OK so I see my question has been answered. It will be sorted end of Jan, as soon as FreeTime stops :cry:
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How did you come to that conclusion?
Problems occur out of free time. Removing free time wont improve things
 
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Zoopy said:
It's simply Gian, let me help you by means of an analogy.

If you go to KFC and you order a 12 piece bucket, 4 large chips and 4 cokes and they give you a bucket with 6 pieces of chicken, 2 medium chips and 2 cokes and then tell you "it's expensive to stock enough food to fill all our customers' orders", what will your response be if they ask you to pay full price?

Hope this helps. :)
Click to expand...

 
Code: 
Do you want to continue? [Y/n] 
Get:1 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 systemd-sysv amd64 229-4ubuntu16 [12.7 kB]
Get:2 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 libpam-systemd amd64 229-4ubuntu16 [115 kB]
Get:3 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 libsystemd0 amd64 229-4ubuntu16 [205 kB]                                                                                                                                                                  
Get:4 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 systemd amd64 229-4ubuntu16 [3,756 kB]                                                                                                                                                                    
Get:4 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 systemd amd64 229-4ubuntu16 [3,756 kB]                                                                                                                                                                    
Get:5 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 udev amd64 229-4ubuntu16 [992 kB]                                                                                                                                                                         
91% [5 udev 918 kB/992 kB 93%]                                                                                                                                                                                                                                   2,495 B/s 51s

Yummy.... 10Mbps, Business Uncapped, 2.5Kbps :sick::sick::sick: Dialup, is LITERALLY, faster than this!
 
Johnatan56 said:
Cool, so I'll pay half price for 6 days it seems. /shrug. There is no definite difference to the end-user, both are your fault, the line speed taking so long to be bumped up is due to your negligence.
And Telkom (acutally OpenServe) giving you issues has nothing to do with me, I pay for you to deal with it, while I seem to be having to hound after you guys as nothing is done.
And no, no reply since yesterday at 9am whereby Donovan said he'd submit a request for the speed bump.
Click to expand...

Saying it's negligence is definitely not fair. If we could process these queries as fast we wanted we most definitely would, the bottleneck remains Telkom. And I understand that you pay Afrihost for your DSL Line, and that your DSL line is our responsibility, but we still need to handle all of our queries through Telkom. We have no way of directly adjusting your DSL Line sync.
 
savage said:
Code: 
Do you want to continue? [Y/n] 
Get:1 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 systemd-sysv amd64 229-4ubuntu16 [12.7 kB]
Get:2 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 libpam-systemd amd64 229-4ubuntu16 [115 kB]
Get:3 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 libsystemd0 amd64 229-4ubuntu16 [205 kB]                                                                                                                                                                  
Get:4 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 systemd amd64 229-4ubuntu16 [3,756 kB]                                                                                                                                                                    
Get:4 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 systemd amd64 229-4ubuntu16 [3,756 kB]                                                                                                                                                                    
Get:5 http://za.archive.ubuntu.com/ubuntu xenial-updates/main amd64 udev amd64 229-4ubuntu16 [992 kB]                                                                                                                                                                         
91% [5 udev 918 kB/992 kB 93%]                                                                                                                                                                                                                                   2,495 B/s 51s

Yummy.... 10Mbps, Business Uncapped, 2.5Kbps :sick::sick::sick: Dialup, is LITERALLY, faster than this!
Click to expand...

:(

That doesn't look great... How are your other services looking?
 
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