Afrihost - Pure Fibre Feedback Thread

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chickenbeef said:
Please update the thread if you get a resolution :)

Doesn't look like anyone got the supposed email.
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Looks like what they did was up the speed for everyone, then quietly changed the prices for each package to a lower price. So I paid what is essentially the full price for a 50/50 line, only for them to take it away halfway through the month and change it back to 20/10. If I knew about the price decrease, I would have just "switched" to the 20/10 line and pay less, rather than pay full price for the 50/50 and only have it for half of the month.

But I guess that's on me for not checking the prices every day :thumbsup:.
 
Swaz said:
Looks like what they did was up the speed for everyone, then quietly changed the prices for each package to a lower price. So I paid what is essentially the full price for a 50/50 line, only for them to take it away halfway through the month and change it back to 20/10. If I knew about the price decrease, I would have just "switched" to the 20/10 line and pay less, rather than pay full price for the 50/50 and only have it for half of the month.

But I guess that's on me for not checking the prices every day :thumbsup:.
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Wait, so the users who sign up for 20Mbps today still get the double speed promo? As in 50Mbps? That’s… but why? :ROFL:
 
Nike7 said:
Wait, so the users who sign up for 20Mbps today still get the double speed promo? As in 50Mbps? That’s… but why? :ROFL:
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No, Speed promotion was for existing clients during that time it was announced. We then had Price Changes for Vumatel. The new pricing was only applicable to New Signups and was not carried over to existing clients, this is because existing Vuma clients we getting FREE speed upgrades.Screenshot 2022-09-22 134000.png
 
Afrigirl said:
No, Speed promotion was for existing clients during that time it was announced. We then had Price Changes for Vumatel. The new pricing was only applicable to New Signups and was not carried over to existing clients, this is because existing Vuma clients we getting FREE speed upgrades.View attachment 1387648
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Heh, so slimey.

So instead of putting the 20/10 customers on the cheaper package after the "FREE" upgrade ended and giving a credit, Afrihost thought it would be best to silently drop the speeds (Yet to find a client that received the supposed notification email) and then continue charging customers at the old prices.

Anyway, it's done and I still feel this could've been handled better by Afrihost.
 
chickenbeef said:
Heh, so slimey.

So instead of putting the 20/10 customers on the cheaper package after the "FREE" upgrade ended and giving a credit, Afrihost thought it would be best to silently drop the speeds (Yet to find a client that received the supposed notification email) and then continue charging customers at the old prices.

Anyway, it's done and I still feel this could've been handled better by Afrihost.
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Definitely could have and it's something we need to look at.

Really sorry for this.

Clients on the legacy 20Mbps package can upgrade to the 50/50 now and only pay R1 pro rata and only R2 per month extra for the 50/50

If clients wish to stay on 20Mbps these clients will be invoiced R649 from October essentially giving the 20Mbps a monthly saving each month.

Our intention was to save clients some money monthly rather than forcing them to use 50Mbps at a higher price if they don't require a faster speed and we had to do these changes before billing run starts on the 23rd of September.

Apologies for the inconvenience these changes caused.
 
grantduke said:
@AfriNatic You guys' issue with YouTube sorted? With CISP down, I think it's time to test drive some other ISP's for a chance
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I believe it's sorted permanently now.

We have installed a number of additional cache servers and serve traffic mainly from these so if the Google capacity issue does return we will no longer be affected by it.
 
AfriNatic said:
Definitely could have and it's something we need to look at.

Really sorry for this.

Clients on the legacy 20Mbps package can upgrade to the 50/50 now and only pay R1 pro rata and only R2 per month extra for the 50/50

If clients wish to stay on 20Mbps these clients will be invoiced R649 from October essentially giving the 20Mbps a monthly saving each month.

Our intention was to save clients some money monthly rather than forcing them to use 50Mbps at a higher price if they don't require a faster speed and we had to do these changes before billing run starts on the 23rd of September.

Apologies for the inconvenience these changes caused.
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So I received my invoice for October and its still billed at R727 for the 20/10Mbps line while still stating that its for the 50Mbps promo? Current speeds are at 20Mbps. From the various posts and PMs it seemed that the 20/10 pricing would revert to R649, unless we elected to upgrade to the 50Mbps speeds (at R729).

For the September mid month change without notification, Afrihost should consider passing a pro-rata credit for the days which was charged for a 50Mbps speed but was actually a 20Mbps service.

Please advise what needs to be done to be charged the R649 for the 20/10 speed as of 1 October.

Thanks
 
momo786 said:
So I received my invoice for October and its still billed at R727 for the 20/10Mbps line while still stating that its for the 50Mbps promo? Current speeds are at 20Mbps. From the various posts and PMs it seemed that the 20/10 pricing would revert to R649, unless we elected to upgrade to the 50Mbps speeds (at R729).

For the September mid month change without notification, Afrihost should consider passing a pro-rata credit for the days which was charged for a 50Mbps speed but was actually a 20Mbps service.

Please advise what needs to be done to be charged the R649 for the 20/10 speed as of 1 October.

Thanks
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Thank you for bringing this up to our attention, I will check with the Accounts team. You may send me a PM with your account number.
 
Afrigirl said:
Yes, it has been resolved. We had a Google Cache installed at the Data Center.
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AfriNatic said:
I believe it's sorted permanently now.

We have installed a number of additional cache servers and serve traffic mainly from these so if the Google capacity issue does return we will no longer be affected by it.
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Great!
 
momo786 said:
So I received my invoice for October and its still billed at R727 for the 20/10Mbps line while still stating that its for the 50Mbps promo? Current speeds are at 20Mbps. From the various posts and PMs it seemed that the 20/10 pricing would revert to R649, unless we elected to upgrade to the 50Mbps speeds (at R729).

For the September mid month change without notification, Afrihost should consider passing a pro-rata credit for the days which was charged for a 50Mbps speed but was actually a 20Mbps service.

Please advise what needs to be done to be charged the R649 for the 20/10 speed as of 1 October.

Thanks
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The Dev team has confirmed that they are working on resolving the incorrect billing for 20/10mbps clients. Anyone who gets the SMS please let me know. I know it has been frustrating, I do apologise for the inconvenience caused.
 

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Hi Afrigirl. Can you please check what is happening with Vuma outage in Witpoortjie Roodepoort? This occurred early hours of this morning and we need our service restored urgently for business purposes.

The reference details:
Event ID:
NWI-11623
 
JohnDoe said:
Hi Afrigirl. Can you please check what is happening with Vuma outage in Witpoortjie Roodepoort? This occurred early hours of this morning and we need our service restored urgently for business purposes.

The reference details:
Event ID:
NWI-11623
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Hi, the latest update from Vuma:

Fri 23rd September 2022 - 15:10:34
splicing still in progress
 
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