Afrihost Uncapped ADSL Feedback (Pt2)

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Type RSA said:
@AfriDudes,

I have upgraded and then downgraded again, but now my damn package is on a 6mb Business account with the change to 4mb only happening on the 1st of January!!! I need this sorted now!!!

I refuse to pay more pro rata!!! Also, I think a R100 refund is in order
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Dude, I think I'm getting confused now :(

The upgrade is purely for your line. So if you're currently on a 4Mbps line (synced at 4Mbps) you're going to be upgraded to a 10Mbps sync - essentially moving you from DSL 2 to DSL 3. If you haven't been upgraded, but want to stay on 4Mbps - you can't downgrade to a product you're already on - so we can need to wait for the upgrade to go through so that we can make that change on Telkom's side. We also can't pass on a saving - because Telkom now consider you to be on the new package - not the old one - so they're billing us the same rate.
 
Dazzla said:
I have unodns setup for Netflix and Hulu, so are you telling me I have to change my dns settings every time to access https sites. This was not an issue with openweb or mweb. Please sort this out sent you a pm.
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I'm not saying that - just trying to determine what could be different. Like I said - testing 100% fine on our side and there are definitely no issues with this in terms of complaints.

Will reply to your PM ASAP :(
 
AfriMan said:
Dude, I think I'm getting confused now :(

The upgrade is purely for your line. So if you're currently on a 4Mbps line (synced at 4Mbps) you're going to be upgraded to a 10Mbps sync - essentially moving you from DSL 2 to DSL 3. If you haven't been upgraded, but want to stay on 4Mbps - you can't downgrade to a product you're already on - so we can need to wait for the upgrade to go through so that we can make that change on Telkom's side. We also can't pass on a saving - because Telkom now consider you to be on the new package - not the old one - so they're billing us the same rate.
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No you okes are confusing the hell out of me!! You said upgrade and then downgrade again. So I upgraded to the 6mb package and then downgraded again. WTF was I supposed to do. You guys haven't given any clear steps to follow, just upgrade and downgrade. So that is what I did. If someone replied to my fkn posts asking for help then this would not have been necessary!! So I want to be back on the 4mb line today!! I am not paying you one more cent for this f up!!

AfriGuy said:
You'll need to upgrade/ downgrade for the new pricing to take an affect.
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I asked the below....

Type RSA said:
Ok, so do we have to upgrade and then downgrade immediately? Also, will the system allow you to do this? You guys are really vague on this issue and a little help would be appreciated. Do you have to unbundle?? What do we have to do?

Also, I just got my line stable. I do not really want to touch it. Can you not just adjust the billing? It really is a pain to have to upgrade, downgrade etc...
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And got this reply from AfriGuy.....

AfriGuy said:
You need to upgrade, as Telkom are in the process of upgrading the line speeds.
Click to expand...

Then asked the following with no reply...

Type RSA said:
Ok, but I do not want to upgrade. I want to stay on the 4mb business line just as it is currently!! What do I have to upgrade to? How does this process work. Maybe I should reverse the payment and manually only pay you R797? Will that help?!!

My line was already upgraded and set to the fastest available speed (6mb). So I do not want to change a thing..
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Type RSA said:
No you okes are confusing the hell out of me!! You said upgrade and then downgrade again. So I upgraded to the 6mb package and then downgraded again. WTF was I supposed to do. You guys haven't given any clear steps to follow, just upgrade and downgrade. So that is what I did. If someone replied to my fkn posts asking for help then this would not have been necessary!! So I want to be back on the 4mb line today!! I am not paying you one more cent for this f up!!





I asked the below....



And got this reply from AfriGuy.....



Then asked the following with no reply...
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Uhm...you do realise that what that tracker says cannot be taken as gospel right? When you look at your router stats - what downstream sync are you getting in there?
 
Orihalcon said:
Uhm...you do realise that what that tracker says cannot be taken as gospel right? When you look at your router stats - what downstream sync are you getting in there?
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My line was syncing at 9mb after the Telkom upgrade. Line kept on dropping and asked AfriHost to lower the sync. This was done and line is syncing at 6mb. So all I want is to be on the 4mb business package and pay the specified amount of R797? is that so difficult?
 
Type RSA said:
My line was syncing at 9mb after the Telkom upgrade. Line kept on dropping and asked AfriHost to lower the sync. This was done and line is syncing at 6mb. So all I want is to be on the 4mb business package and pay the specified amount of R797? is that so difficult?
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It simply sounds like their clientzone and billing system has not been properly setup to accommodate existing customers. I am in the same boat. Cannot downgrade yet from my now 10mb line to 4mb. No such option exists yet.
 
Orihalcon said:
It simply sounds like their clientzone and billing system has not been properly setup to accommodate existing customers. I am in the same boat. Cannot downgrade yet from my now 10mb line to 4mb. No such option exists yet.
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Yeah but my problem is that I am now on the 6mb business package (which I do not want to be on) due to their lack of communication and confusing posts. So I do not want to pay a pro rata amount (R188) and do not want my line back to a 4mb line in January only...

My line was already on a 10mb line so I assumed they meant data. So I upgraded my data package to the 6mb and then downgraded again. Now there is the above pro rata amount due and my line will only be back on 4mb on the 1st of Jan :mad: I will not pay this amount as I have asked the same question over and over!! With no clear reply. So please remove the pro rata amount and put my account back on a 4mb account.

I am now being screwed out of R288 by AfriHost. R100 on the 4mb business account and R188 for the upgrade to 6mb which I was told to do...

Thanks
 
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thomascmyk said:
I have let it run its course and I am still waiting, I am tired of waiting! Reading the posts on this thread it is CLEAR that I am NOT the only one experiencing these problems! You should have more than enough information from my side! including trace routes and speed tests and and and...

I am sorry that I have had to complain so much and on so many places online, I did not want to do it as I hate it when people do but I did not know what to do anymore. So sorry for being a pain but I need a solution and I am not sure how to get it anymore because people just honestly don't seem to care much.
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Unfortunately there is not much I can do now. I'm sure you can imagine the 3 or four people all trying to resolve the same issue can actually end making a resolution less likely for you - just cause more confusion.

Our hellopeter team are really awesome,and I'm sure they'll get you sorted :)
 
Type RSA said:
No you okes are confusing the hell out of me!! You said upgrade and then downgrade again. So I upgraded to the 6mb package and then downgraded again. WTF was I supposed to do. You guys haven't given any clear steps to follow, just upgrade and downgrade. So that is what I did. If someone replied to my fkn posts asking for help then this would not have been necessary!! So I want to be back on the 4mb line today!! I am not paying you one more cent for this f up!!



I asked the below....



And got this reply from AfriGuy.....



Then asked the following with no reply...
Click to expand...

I think AfriGuy was saying that you should upgrade OR downgrade - not upgrade AND downgrade. Apologies if this was not clear.

Drop me a PM and I'll sort out your billing issue :(
 
Type RSA said:
Yeah but my problem is that I am now on the 6mb business package (which I do not want to be on) due to their lack of communication and confusing posts. So I do not want to pay a pro rata amount (R188) and do not want my line back to a 4mb line in January only...

My line was already on a 10mb line so I assumed they meant data. So I upgraded my data package to the 6mb and then downgraded again. Now there is the above pro rata amount due and my line will only be back on 4mb on the 1st of Jan :mad: I will not pay this amount as I have asked the same question over and over!! With no clear reply. So please remove the pro rata amount and put my account back on a 4mb account.

I am now being screwed out of R288 by AfriHost. R100 on the 4mb business account and R188 for the upgrade to 6mb which I was told to do...

Thanks
Click to expand...

We've said many times that the upgrades affect lines only and data is not affected. I'm not sure how we missed each other here - but I do apologise.

Drop me a PM and let's get this sorted out :)
 
AfriMan said:
We've said many times that the upgrades affect lines only and data is not affected. I'm not sure how we missed each other here - but I do apologise.

Drop me a PM and let's get this sorted out :)
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Thank you, I think what got me confused is the bit where I have stated numerous times that my line was upgraded, only to be told over and over that I have to upgrade again. So I assumed it was the data. PM sent thank you.

Also, I cannot see a 4mb option to downgrade to under my line, will this be available, or is it still the 4 - 10mb line that I need to be on?

Thanks
 
Orihalcon said:
It simply sounds like their clientzone and billing system has not been properly setup to accommodate existing customers. I am in the same boat. Cannot downgrade yet from my now 10mb line to 4mb. No such option exists yet.
Click to expand...

As I've explained somewhere on the Business thread - we go by what Telkom gives us. So if you're on a 2Mbps product now (not upgraded) - you were on Faster DSL and you're being upgraded to DSL 2 (which is now 4Mbps). So Telkom are billing us as if the upgrade has taken place and listing your product as same. However, if you want to stay on 2Mbps - effectively downgrading from DSL2 to DSL1, that is how you can realise a saving, but Telkom will only allow this once the upgrade has taken place - unless you're changing your product completely from say 2Mbps to 10Mbps. In most cases we're doing our best to provide the best info we can but it's pretty difficult under the circumstances - as many people will remember from last years upgrades when 1Mbps became 2Mbps, etc.

I know it's confusing, but if we just let things follow the process Telkom have given us - it will be the most painless way forward :(
 
Type RSA said:
Thank you, I think what got me confused is the bit where I have stated numerous times that my line was upgraded, only to be told over and over that I have to upgrade again. So I assumed it was the data. PM sent thank you.

Also, I cannot see a 4mb option to downgrade to under my line, will this be available, or is it still the 4 - 10mb line that I need to be on?

Thanks
Click to expand...

If Telkom haven't confirmed the upgrade with us - then we'll need to wait until they do so in order to do the downgrade to ensure you get the saving. Remember though that you'll get max 4Mbps and not the 6Mbps sync you were used to.

Sure it's what you want?
 
AfriMan said:
If Telkom haven't confirmed the upgrade with us - then we'll need to wait until they do so in order to do the downgrade to ensure you get the saving. Remember though that you'll get max 4Mbps and not the 6Mbps sync you were used to.

Sure it's what you want?
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Well won't my line still be running the same way as it is currently? I am on the 4mb data bundle with 6mb sync? How will this change effect speeds etc? And If I stay on the 6mb sync, will I still pay R897, or will it be more?

Thanks
 
Sigh...stop ignoring the fact that some of your customers like me can only achieve maximum 4MB and is still paying for a 4/10 dsl line instead of your new pricing as stated on your website. Please address this issue asap
 
AfriMan said:
As I've explained somewhere on the Business thread - we go by what Telkom gives us. So if you're on a 2Mbps product now (not upgraded) - you were on Faster DSL and you're being upgraded to DSL 2 (which is now 4Mbps). So Telkom are billing us as if the upgrade has taken place and listing your product as same. However, if you want to stay on 2Mbps - effectively downgrading from DSL2 to DSL1, that is how you can realise a saving, but Telkom will only allow this once the upgrade has taken place - unless you're changing your product completely from say 2Mbps to 10Mbps. In most cases we're doing our best to provide the best info we can but it's pretty difficult under the circumstances - as many people will remember from last years upgrades when 1Mbps became 2Mbps, etc.

I know it's confusing, but if we just let things follow the process Telkom have given us - it will be the most painless way forward :(
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Oh I completely agree with you. This is why I am leaving my current setup the hell alone :D

10mb line with 4mb account at R697 - post upgrade etc. If it ain't broke...don't fix hehe.
 
Type RSA said:
Well won't my line still be running the same way as it is currently? I am on the 4mb data bundle with 6mb sync? How will this change effect speeds etc? And If I stay on the 6mb sync, will I still pay R897, or will it be more?

Thanks
Click to expand...

You will most likely lose some overhead speeds. Currently I consistently get 440kB/s - due to the higher line speed. You will most likely only get 360kB/s after the TCP overheads have been taken into account when you are on a 4mb line.
 
Orihalcon said:
You will most likely lose some overhead speeds. Currently I consistently get 440kB/s - due to the higher line speed. You will most likely only get 360kB/s after the TCP overheads have been taken into account when you are on a 4mb line.
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Ahhhh ok. Then, if it will stay at R897, then I will keep it at 6mb sync. But only if it stays at R897.
 
Well this far I have not received ANY communication from them! As in NONE!

AfriMan said:
Unfortunately there is not much I can do now. I'm sure you can imagine the 3 or four people all trying to resolve the same issue can actually end making a resolution less likely for you - just cause more confusion.

Our hellopeter team are really awesome,and I'm sure they'll get you sorted :)
Click to expand...
 
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