Afrihost - Pure Fibre Feedback Thread

overit

Well-Known Member
Joined
Jan 28, 2019
Messages
333
3rd week into this issue and many of the same requested tests later. I get asked to run them again....

You guys have missed the plot multiple times now. Been patient but clearly your support only reads the last message and not the ticket thread. Honestly starting to feel like an automated message

Thanks Afrihost but I'm out
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I get this can be frustrating, I feel your pain. My rage levels have almost caused me to have a stroke in the past due to lack of real human communication BUT :( The reason they ask you to run it more than once is so they can populate more data to figure out where and how exactly the latency issues or drop in speed is caused, ie whether there is a routing issue, or line issue or hardware related. They can't tell all that off one or two tests.

I did this when I was with SuperSonic, except, they never asked me to run any of the tests I compiled, I did it, everyday, for two weeks, to show them there is an issue(they just asked for my broadband speedtests)_ I used ping plotter, traceroutes in cmd, Many Test.org, various looking glass ect.

I even asked Openserve to test the line and let me know if there is an issue. Openserve, who is not suppose to deal with me directly, heard my plight and came to the table very quickly and went above and beyond, I was so shocked and impressed with the level of service they gave me.

I replaced all my network hardware, then sent it all the data to Supersonic, hoping they will see there is a possible routing issue like I said I suspect there is(amongst alleged congestion)... Anyway, in any difficult situation, even in life, the more data troubleshooting populates, the better chance you have to sort out the issue

BUT I feel your pain, I get the frustration, esp when any isp takes forever to get back to you. I know that Afrihost has been flooded in the last two weeks or so with an influx of new queries and signups on a host of services, they did openly admit they are a bit behind but are working hard to catch up. I appreciate the honesty tbh, its more than other ISPs give, but at some point, we need to reach a place where things like this are handled better.

*improvise, adapt, overcome*
 

Cav5034

Well-Known Member
Joined
Nov 21, 2018
Messages
473
I get this can be frustrating, I feel your pain. My rage levels have almost caused me to have a stroke in the past due to lack of real human communication BUT :( The reason they ask you to run it more than once is so they can populate more data to figure out where and how exactly the latency issues or drop in speed is caused, ie whether there is a routing issue, or line issue or hardware related. They can't tell all that off one or two tests.

I did this when I was with SuperSonic, except, they never asked me to run any of the tests I compiled, I did it, everyday, for two weeks, to show them there is an issue(they just asked for my broadband speedtests)_ I used ping plotter, traceroutes in cmd, Many Test.org, various looking glass ect.

I even asked Openserve to test the line and let me know if there is an issue. Openserve, who is not suppose to deal with me directly, heard my plight and came to the table very quickly and went above and beyond, I was so shocked and impressed with the level of service they gave me.

I replaced all my network hardware, then sent it all the data to Supersonic, hoping they will see there is a possible routing issue like I said I suspect there is(amongst alleged congestion)... Anyway, in any difficult situation, even in life, the more data troubleshooting populates, the better chance you have to sort out the issue

BUT I feel your pain, I get the frustration, esp when any isp takes forever to get back to you. I know that Afrihost has been flooded in the last two weeks or so with an influx of new queries and signups on a host of services, they did openly admit they are a bit behind but are working hard to catch up. I appreciate the honesty tbh, its more than other ISPs give, but at some point, we need to reach a place where things like this are handled better.

*improvise, adapt, overcome*
I'd be totally fine if it was a case of "please run speed tests twice a day for a week" but it's not. It is "please run tests", I send results, and then it's "please run tests again". Rinse and repeat. These isn't any other information other than a copy paste reply from support.

The best part about it is I am paying for a 100mb line and a 40mb VDSL line which equates to over R2200 a month. So there is an urgency to get this resolved because I rewlly don't enjoy throwing money away.
 

wingnut771

Honorary Master
Joined
Feb 15, 2011
Messages
16,868
I'd be totally fine if it was a case of "please run speed tests twice a day for a week" but it's not. It is "please run tests", I send results, and then it's "please run tests again". Rinse and repeat. These isn't any other information other than a copy paste reply from support.

The best part about it is I am paying for a 100mb line and a 40mb VDSL line which equates to over R2200 a month. So there is an urgency to get this resolved because I rewlly don't enjoy throwing money away.
maybe move to @websquadza, you'll then get someone with a brain to help you.
 

AfriMan

Afrihost Representative
Company Rep
Joined
May 24, 2012
Messages
17,239
3rd week into this issue and many of the same requested tests later. I get asked to run them again....

You guys have missed the plot multiple times now. Been patient but clearly your support only reads the last message and not the ticket thread. Honestly starting to feel like an automated message

Thanks Afrihost but I'm out
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I totally get your frustration here. It sometimes just feels like jumping through the same hoops and making no progress :(

I know our team genuinely do want to help, and sometimes relying on information that is days old is counter-productive. However, when it gets assigned to a new person, they also feel like they want fresh info to analyse. I know the guys are genuinely trying to do their best for you.

We've been chatting via PM, let's chat further there - let me get a specialist assigned for you.
 

AfriMan

Afrihost Representative
Company Rep
Joined
May 24, 2012
Messages
17,239
I'm actually disappointed.. I signed up within the promo period for 2 free months... Was told by WhatsApp support person the first time that yes I qualify... Today I checked again, and told a different story, yet somebody who only signed up a few days ago, will receive his 2 months free. So what gives?

If you signed up when the promo was live, then that offer is locked in. You should definitely get the two months.

I'll look out for your PM and I'll fix this - you've got my word, buddy.
 

Hype

Well-Known Member
Joined
Jan 31, 2005
Messages
176
@AfriMan can you investigate a possible Vumatel outage in Farrarmere Benoni. Net died 15 mins ago and has been intermittent since. Local and International.

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Reply from 216.58.223.131: bytes=32 time=4ms TTL=52
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Ping statistics for 216.58.223.131:
Packets: Sent = 149, Received = 52, Lost = 97 (65% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 4ms, Average = 1ms
 

RazorCPT

Well-Known Member
Joined
Jan 23, 2014
Messages
175
@AfriMan can you investigate a possible Vumatel outage in Farrarmere Benoni. Net died 15 mins ago and has been intermittent since. Local and International.
Might not be just Vumatel. My SADV fibre (with Afrihost) also died around 10-15mins ago. Also intermittent and some sites seem to work (like MyBB) while others (like Afrihost's own website ironically) wont load at all.
 

RazorCPT

Well-Known Member
Joined
Jan 23, 2014
Messages
175
Hmm, changing DNS to point to 1.1.1.1 instead of 8.8.8.8 (Cludflare vs Google) makes the internet almost usable but still not 100%
 
Joined
May 9, 2012
Messages
9,721
Might not be just Vumatel. My SADV fibre (with Afrihost) also died around 10-15mins ago. Also intermittent and some sites seem to work (like MyBB) while others (like Afrihost's own website ironically) wont load at all.

Same issues in PTA East on Openserve
 

blunt

Expert Member
Joined
May 1, 2006
Messages
3,499
could be load shedding related? [edit] nevermind i see the above
 

AfriMan

Afrihost Representative
Company Rep
Joined
May 24, 2012
Messages
17,239
There was a brief issue in Johannesburg region between 11:45 and 12:00.

Should be resolved now and performance should be back to what it was.
 
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