Try www.myadsl.co.za in browser
-
Join the MyBroadband community
South Africa’s biggest forum. Discuss, discover, and connect with thousands of members.
-
Question of the Day: Have you ever ordered a product online and received a fake knock-off?
Afrihost - Pure Fibre Feedback Thread
- Thread starter Fjorko
- Start date
-
- Tags
- afrihost feedback pure fibre
- Status
Prof.Merlin
Expert Member
MyBroadband used to be called MyADSL when it first started off.
Smiley_lauf
Expert Member
There is also an APP where the status of the network is updated. That is how I knew line was broken. I did not find out about it here on myBB. I came here to find a solution.
My elderly in-laws still need help occasionally with what we'd consider mundane PC problems. When their internet is suddenly slow, you expect them to realise they should browse to afrihost.com, click on Network status, go to Fibre broadband, and scroll halfway down the page to "international slow access" (which is amusingly still medium impact) to read about the cable break, which incidentally offers no ETA to resolution, no suggestions to alleviate the problem and a last update of 17 Jan?
When AH runs a promotion I'll get 3 emails in a week from Gian telling me just how much money I can save and why they're the best. Now their network has all but fallen over and not even one mailshot to the customer base to tell them why/when/how? Come now.
Icemanbrfc
Honorary Master
You can always check it for them, if they indicate the internet is slow. I mean if you are also on AH, and you notice its slow, you can always check the status and let them know. This issue has been widely mentioned, so not sure why it matters whether the ISP in this instance still needs to send out a special email or message to indicate this. It's not a ISP specific issue, so no need to moan about the ISP just because you haven't received an email.
If this was a specific ISP related incident, then yes, they should alert their customers through all possible channels. But this is widespread , so just inform those around you if they don't know what is happening.
JFT96
Well-Known Member
Ummm. Yep. I know the history, I was trying to be funny. (Clearly a fail...)
Was anything mentioned in those posts about what they are doing to solve the problem? Many customers are sitting around waiting for a fix, they're just telling us what we all already know from other sources. The question I'm asking is what are they doing for me, as my service provider? Yes, we know there is a problem, that's obvious.
With fibre, your ISP is your ONLY link and representative between you and your connectivity. They provide you internet, it's in the acronym. If I suddenly don't have internet, or it's degraded, yes, I expect my ISP to tell me why in a timeous manner, because it's their responsibility to their customer base, even if it's not their fault.
Icemanbrfc
Honorary Master
I'm looking around at the other ISPs, and I don't see too many of them actually indicating what sort of fix they are implementing. This is something beyond their control, so I'm sure all the ISPs are doing something to keep things running as best as they can. But again, not sure why them telling you what they doing , is going to make things any better. They might be doing multiple things to try and soften the blow, but is it necessary for them to keep telling customers what they are doing?
Icemanbrfc
Honorary Master
That is if it was a specific issue on the ISP side then yes..but again, this is a widespread issue that is affecting every ISP . And everybody is aware of it.
JFT96
Well-Known Member
So you see no responsibility on the part of the ISP to do whatever it takes to provide their customer with some form of connectivity solution? Isn't the definition of that simply a reseller? A middleman?
No, that's not right. There is an element of support involved in providing connectivity and it is the responsibility of the ISP to provide support where connectivity is lost. WACS is not the only link available, it's the link AH chose in its support and billing model. Their decision is not my problem.
wingnut771
Honorary Master
i think those graphs are just window dressing because if they really have both connected why does it take so long to switch? they still using telkom 3 days after the cable break, liquid tel is working fine, so why are we sitting still with telkom?
when they were ddos'd, liquid tel was affected, so they switched to telkom on the same day. now telkom is affected, what's the damn hold up switching back?
Adenoid Hynkel
Executive Member
Can you point me to the SLA you signed with AH that stipulates a 100% uptime guarantee?
I'm not sure anyone should be getting too excited about AH "working"
Cannot believe my rotten luck with ISP's. I've literally just moved from CISP to AH and now I'm getting even worse service from AH than I had from CISP. At least I got an email and SMS from CISP, albeit a pointless email and SMS.
From AH perspective, I get that it's not their fault (if the media is a reliable source of truth in this case) but from a customer perspective, I really think they should do more. They are our "Service Provider". Hence they should be providing a service regardless of the state of the network they rely on to provide that service.
During the CISP DDOS fiasco, I made the statement to someone from their retention team that as a customer, I don't care what your issues are... I only care about my issues and my issue is my ISP. They need to make that perception go away. While WACS issue has been broadly reported in the media, as a consumer, I'm thinking .. "sooo... plan your network better maybe...?"
In my opinion, what could AH do better, @AfriMan ?
Communication: What is AH doing to assist customers in receiving the service they are paying for? Are they looking to peer with Seacom? If not, why not? Sorry, but I don't know much about this business, maybe there are complicated contracts that need to be signed, etc, but then tell us what you're doing or trying to put in place to mitigate this.
Support: AH has plenty of really talented sysadmins on staff. Why not come up with an AH solution similar to what a few people have done on this board to help others get by? For example, the Cloudflare Warp thing that many have tried. Why couldn't have one of their junior sysadmins do for AH customers what @cavedog did? Another thing they could have done is to make a deal with a VPN provider and offer free VPN to customers until the WACS **** show is sorted.
Billing: Are AH really going to expect us to pay them R1k+ for a 100/100 line which is barely usable? I'm certainly not all that excited paying for something I'm not getting. Perhaps overlapping with communication here, AH should really tell me why I should pay the full price if this thing is going to go on until mid-Feb, but also ethically, we should receive some sort of financial compensation, surely?
This is just my thinking right now cos it's early and I'm still rather miffed about this (despite Warp providing perfect connectivity via my laptop but nowhere else.)
I get where you are coming from, and in a perfect world this would definitely be what we'd love to do for our clients. But you have to also look at it from a business perspective. To have an absolute redundancy under any circumstances, we'd have to carry a lot more cost for that redundnacy, or pay a premium to attain emergency bandwidth short term. All of these carry costs which ultimately will be transferred to the client in terms of price increases.
We could certainly create a package like this, that has redundancy on every available route - but it would insanely expensive.
In terms of creating a VPN of our own, that is technically possible. But I'm a firm believer in sticking to what you do best. In theory we could set seomthing up, but we don't have the years of experience that CloudFlare or Nord have in running these services. Chances are that there could be loads of teething problems, and this could cause additional frustration. By the time we worked out all the kinks, the need for this fix may well be over. Our experience is managing the network in a way that clients have the best possible experience given the resources available, and I believe that's where we can add the most value.
I definitely agree that we can always look for ways to improve our communication and keep our clients at ease through difficult periods. We'll definitely debrief and find out what we could have done better,.
wingnut771
Honorary Master
why haven't you switched back to liquid telecoms like before ddos?
We have been posting updates as we receive them. Also, if you are using our app, every update will create a push notification to you phone. It's really wotrthwhile downloading the app and enabling those notifications.
Icemanbrfc
Honorary Master
Nah AM, I think the level of comms on this instance is fine as it is. Like I said, if this was your issue, and not a general outage I would understand that the level of comms sent should be better. But this issue has been mentioned all over the place, social media, news, etc.. sometimes, we as end users can always just inform those who might not know, why the issues are. Sometimes we expect too much from an ISP, and expect things to always be running at 100%. To me it doesn't work like that, and most companies slip up at some point or the other.
Sadly that is something I can't really comment on. I know that our network team and CTO are trying to secure as much bandwidth as we can to provide a good experience.
Guys, just spend $2 with Windscribe and end your internet issues right now. Really, R30 once-off to wait out the storm whilst the cables are repaired and for Afrihost to keep your monthly bill as low as possible in perpetuity.
Speed test to London using Windscribe:
Speed test to London using Windscribe:
I'd have to check with our CTO. I imagine it's not as easy as flicking a switch. What I can say is that everyone involved are exploring every possible option.
wingnut771
Honorary Master
how do you download it with 0kb speed?Guys, just spend $2 with Windscribe and end your internet issues right now. Really, R30 once-off to wait out the storm whilst the cables are repaired and for Afrihost to keep your monthly bill as low as possible in perpetuity.
Speed test to London using Windscribe:
- Status