Afrihost New Network Feedback - Part 3

[ronnie_94]

Mod_note: These threads are clearly designed/intended for customers to provide feedback to their respective ISPs - not for disgruntled former customers to vent, not for other ISPs to promote their services, etc - and, one hopes, for the relevant ISP to respond.

 

[OCP]

What is your agenda exactly? And yeh you can call me a fan boy or whatever, but you have moved on, and yet you are still trying to stir. You seem to be stuck in the past, move on, be happy. And yet you play the innocent victim all the time.

While I do not use AH personally anymore, I have clients paying AH for services so the questions are rather valid whether you like it or not.

But being proactive in finding solutions to my clients frustrations I have passed on Afri*'s boilerplate comment to leave for other ISP's so cancellations are in progress

 

[AfriGenie]

Well, I am the current customer, have the same issues - latency etc, my questions get ignored, afriguys keep telling that upgrades are imminent and if we are not happy, stfu or leave.
So, if it would be my post, would it make any significant difference?

I don't think we've ever told you to keep quiet... And if I ignored any of your posts I do apologize. We try to answer everyone's post.

It's really difficult to answer your question though, we generally handle credits and refunds on a case by case basis and even then it's difficult to really figure out a specific number. What do you use to determine the credit? The total usage over a specific period?

 

[OCP]

I don't think we've ever told you to keep quiet... And if I ignored any of your posts I do apologize. We try to answer everyone's post.

It's really difficult to answer your question though, we generally handle credits and refunds on a case by case basis and even then it's difficult to really figure out a specific number. What do you use to determine the credit? The total usage over a specific period?

How about a flat rate (say 50% off their invoice) to all affected parties as a gesture of goodwill?
Not hard to determine as there have been numerous people in the threads reporting the same issues for months.

 

[AfriGenie]

How about a flat rate (say 50% off their invoice) to all affected parties as a gesture of goodwill?
Not hard to determine as there have been numerous people in the threads reporting the same issues for months.

But how do you determine if someone was affected? And if that person moved 1TB on a 300GB Capped account? So the latencies may not have been great at some points, but the account itself was from usable?

 

[Icemanbrfc]

While I do not use AH personally anymore, I have clients paying AH for services so the questions are rather valid whether you like it or not.

But being proactive in finding solutions to my clients frustrations I have passed on Afri*'s boilerplate comment to leave for other ISP's so cancellations are in progress

This is not aimed specifically at current AH clients. I only addressed Zoopy, who is an ex AH customer. However, the hatred is clear for all to see, because it's constantly attacking AH. We get it, zoopy got bad service/bad experience. But I don't think the obsession in constantly posting in here, or opening up new threads after new threads is acceptable. Like I said, if you are happy somewhere else, then great, but it's become rather childish imo the constant attack.

 

[Icemanbrfc]

Mod_note: These threads are clearly designed/intended for customers to provide feedback to their respective ISPs - not for disgruntled former customers to vent, not for other ISPs to promote their services, etc - and, one hopes, for the relevant ISP to respond.

+1 and it's been said so many times.

 

[Icemanbrfc]

Stay in your lane, Hunty.

It's 2017 and you are still at it. Honestly, be happy, and stop being miserable and unhappy. Cheer up

 

[savage]

But how do you determine if someone was affected?

Well, seeing that we're still not clear on EXACTLY what is congested, and needs to be upgraded, let's assume it's either your IPC in CPT, or your backhaul in CPT that's the problem.

Now, EVERYONE using that affected link, would be affected, yes? EVERYONE using that affected link, would be subject to your "severe" shaping, or what ever you want to call it.

It's not rocket science to figure out who is affected. It's the lack of interest on AH's side to determine it, which is laughable at best.

 

[AfriGenie]

Well, seeing that we're still not clear on EXACTLY what is congested, and needs to be upgraded, let's assume it's either your IPC in CPT, or your backhaul in CPT that's the problem.

Now, EVERYONE using that affected link, would be affected, yes? EVERYONE using that affected link, would be subject to your "severe" shaping, or what ever you want to call it.

It's not rocket science to figure out who is affected. It's the lack of interest on AH's side to determine it, which is laughable at best.

But we know that's not the cause... I'm not denying that some of you haven't had a good experience, but that definitely doesn't mean everyone in the South had a bad experience.

Our Team is monitoring everyone's posts here closely, and they are taking our feedback into account, but it is something that is up to the Higher-ups to decide.

 

[wingnut771]

Well, seeing that we're still not clear on EXACTLY what is congested, and needs to be upgraded, let's assume it's either your IPC in CPT, or your backhaul in CPT that's the problem.

Now, EVERYONE using that affected link, would be affected, yes? EVERYONE using that affected link, would be subject to your "severe" shaping, or what ever you want to call it.

It's not rocket science to figure out who is affected. It's the lack of interest on AH's side to determine it, which is laughable at best.

+1

 

[OCP]

But how do you determine if someone was affected? And if that person moved 1TB on a 300GB Capped account? So the latencies may not have been great at some points, but the account itself was from usable?

Without trying to be smart - your thread is full of people that have proven they have been affected with countless trace-routes/screenshots/etc they submitted at your request.

Clearly if someone is not able to stream/play games/whatever due to issues you have confirmed you are aware off; that would indicated they are not getting the service they are paying full price for.

come on - all everyone is asking for is some accountability and reparation for the months of frustration!

(I won't even go into the months that people payed full price to be AH test subjects during your whole new network disaster)

 

[AfriGenie]

Without trying to be smart - your thread is full of people that have proven they have been affected with countless trace-routes/screenshots/etc they submitted at your request.

Clearly if someone is not able to stream/play games/whatever due to issues you have confirmed you are aware off; that would indicated they are not getting the service they are paying full price for.

come on - all everyone is asking for is some accountability and reparation for the months of frustration!

(I won't even go into the months that people payed full price to be AH test subjects during your whole new network disaster)

I'm by no means discounting you guys here - nor am I forgetting the issues that you experienced - but it's not entirely accurate to say every single one of Clients had a poor experience.

It is always our priority to ensure that our Clients have the best experience possible. And we will keep looking for ways that we can improve everyone's experience.

 

[OCP]

I'm by no means discounting you guys here - nor am I forgetting the issues that you experienced - but it's not entirely accurate to say every single one of Clients had a poor experience.

It is always our priority to ensure that our Clients have the best experience possible. And we will keep looking for ways that we can improve everyone's experience.

I didn't say "every single client" but pointed out exactly where you can find numerous clients that have proven to you they have issues.

Are these clients going to be compensated?

 

[AfriGenie]

I didn't say "every single client" but pointed out exactly where you can find numerous clients that have proven to you they have issues.

Are these clients going to be compensated?

You are always more than welcome to get in touch with our Accounts Team, I can't promise that they will do so, but they will definitely consider it.

 

[OCP]

You are always more than welcome to get in touch with our Accounts Team, I can't promise that they will do so, but they will definitely consider it.

So after months of fighting to convince support there is a problem which is not due to the exchange congestion scapegoat, your best suggestion is for each client to spend furter effort by contacting accounts individually?

Yes, that is much more efficient...

 

[AfriGenie]

So after months of fighting to convince support there is a problem which is not due to the exchange congestion scapegoat, your best suggestion is for each client to spend furter effort by contacting accounts individually?

Yes, that is much more efficient...

As I said we can only handle this on a case by case basis.

 

[OCP]

As I said we can only handle this on a case by case basis.

Thank you for your valuable feedback. I will relay it to my clients.

 

[TEXTILE GUY]

So after months of fighting to convince support there is a problem .

I think I am going into that loop

AH is convinced the problem is solved ..... despite repeated support tickets and speed test results, but it aint.

May I ask a favour, can they let the CLIENT tell them when the problem is resolved?

This is supposed to be 3,7mbps on a 4 meg line as informed by support ... after Telkom did something.

Last Result:
Download Speed: 1491 kbps (186.4 KB/sec transfer rate)
Upload Speed: 377 kbps (47.1 KB/sec transfer rate)
Latency: 29 ms
Jitter: 193 ms
2017/01/24, 5:17:55 PM


This is no better than when we started ..... please bill me 50% this month because thats all I got in terms of speed and less than 50% in support.

You have my line ... please do the work with Telkom.

 

[AfriGenie]

I think I am going into that loop

AH is convinced the problem is solved ..... despite repeated support tickets and speed test results, but it aint.

May I ask a favour, can they let the CLIENT tell them when the problem is resolved?

This is supposed to be 3,7mbps on a 4 meg line as informed by support ... after Telkom did something.

Last Result:
Download Speed: 1491 kbps (186.4 KB/sec transfer rate)
Upload Speed: 377 kbps (47.1 KB/sec transfer rate)
Latency: 29 ms
Jitter: 193 ms
2017/01/24, 5:17:55 PM


This is no better than when we started ..... please bill me 50% this month because thats all I got in terms of speed and less than 50% in support.

You have my line ... please do the work with Telkom.

If that is a line issue then we definitely need to get to the bottom of it, is the fault that we logged for your line still open?