Afrihost Uncapped ADSL Feedback (Pt2)

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Zertop said:
./snip
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Problem is I am already on a 4meg line and want to stay there. I got confirmation in writing from Afrihost Support that I would be charged R597 at the end of last month, but obviously I wasn't.

So Afrihost don't need to wait for anything, just need to credit me R100 and now also rebundle my line...
 
Orihalcon said:
Well the crappy uncapped account speeds ceased to exist promptly at 00:00...again...

I will be monitoring this closely...it smacks of a limiter being switched on somewhere or something kicking in/off at 00:00.

This was while being on zero shaping. Keeping my eye on you Afri... :D
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If you mean at 00:00 as in 34 hours ago, I blame it on e-tolls :D

In fact, if your dog is sick, it's also e-tolls' fault :P

But I had kind of the same thing last night. Posted it in the Business Uncapped. So I doubt it has something to do with shaping.
 
IzZzy said:
Problem is I am already on a 4meg line and want to stay there. I got confirmation in writing from Afrihost Support that I would be charged R597 at the end of last month, but obviously I wasn't.

So Afrihost don't need to wait for anything, just need to credit me R100 and now also rebundle my line...
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Oooh! Okay, sorry, I took your message out of context. Try Live chat, they are really helpful with this type of stuff! Just tell them that telkom upgraded your 4/10Meg line to 10Meg and you would like it back down to 4Meg and save R100 a month. They should be able to help out :)
 
IzZzy said:
Hi there

I have emailed Afrihost (non)support for over a week now. Before I received my invoice, I clarified that I did not want to be upgraded and wanted to pay the lower bill - which was confirmed as being fine.

I then received an invoice for the higher amount, which I have queried...twice. To date I have not had a satisfactory response. In fact the only response I got was completely opposite to the previous confirmation I received.

Please can this be fixed. Which Afrihost rep must I PM?
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I've seen your PM, and I'll be reading through the ticket responses you received. But as I've explained there is a pretty difficult situation with how we can work with Telkom right now, especially on 2Mbps and 4Mbps packages. If your line has been upgraded and Telkom confirms that you have been upgraded, then we can effect this change pretty easily. However, if the upgrade is still pending or Telkom have not informed us of the upgrade - we pretty much in no man's land. We can't regrade you to a speed Telkom thinks you're already on and at the same time Telkom is billing us for the same line rate in anticipation of the upgrade. So we'd be passing on a saving that we're not actually receiving.

If you were promised a credit for this month - we'll honour that (I'll just need to read through all the info) but there are many clients in this situation and we need to be as fair as we can about this process to everyone. The best way forward to wait for Telkom to make it official, at which point well adjust your account and give you the option to take the saving or upgrade to the new speed.
 
vicv said:
Best would be to pm all three.
AfriGirl
AfriMan
AfriGuy
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It may not always be good to PM all three of us. We work at different times and it's difficult to know which one of us is dealing with a particular issue.

If you're in doubt, PM me and I'll always make sure you get an answer or assistance. Otherwise, check out who's replying to threads at the moment as they're most likely online and checking PM's.

The shotgun approach is never a good idea, imo :(
 
l_abc_l said:
Haven't had a chance to do 3rd party DNS but these results speak for themselves.

What is going on here Afri*??

How can my speed be so poor in the evenings on uncapped but fine on capped (for non-shaped services obviously)?

View attachment 86187
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We really need more data here. I've seen the posts in this regard here, but when I check the time stamps I can't see anything irregular on our monitoring - so no additional latency on the network, no sharp uptake in bandwidth at the time when it seems to go away, which tells me this is not a general problem on our network, but may be more specific.

What I need is for each person affected to PM me their usernames and some specific information about when this is happening and what tests and activities are running so we can start plotting any commonalities and figure out what else could link these issues together. It does seem very specific but if it were the network we'd get a lot more reports of this across our support channels and social media :(
 
AfriMan said:
I've seen your PM, and I'll be reading through the ticket responses you received. But as I've explained there is a pretty difficult situation with how we can work with Telkom right now, especially on 2Mbps and 4Mbps packages. If your line has been upgraded and Telkom confirms that you have been upgraded, then we can effect this change pretty easily. However, if the upgrade is still pending or Telkom have not informed us of the upgrade - we pretty much in no man's land. We can't regrade you to a speed Telkom thinks you're already on and at the same time Telkom is billing us for the same line rate in anticipation of the upgrade. So we'd be passing on a saving that we're not actually receiving.

If you were promised a credit for this month - we'll honour that (I'll just need to read through all the info) but there are many clients in this situation and we need to be as fair as we can about this process to everyone. The best way forward to wait for Telkom to make it official, at which point well adjust your account and give you the option to take the saving or upgrade to the new speed.
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Well I tried to follow the advice here and unbundled - and now I can't rebundle. So to rebundle me would be a good start.

I understand you are in no mans land at present - but how am I supposed to know that? Your customer service, when I enquired, didn't bother to let me know and confirmed I am good to go.

Its more about the principle than the R100 saving now.

As with many in this thread, for me its just another nail in the coffin for substandard Afrislow service though.

AfriMan said:
What I need is for each person affected to PM me their usernames and some specific information about when this is happening and what tests and activities are running so we can start plotting any commonalities and figure out what else could link these issues together. It does seem very specific but if it were the network we'd get a lot more reports of this across our support channels and social media :(
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Please let me know exactly what you need and I will try do it tonight. Tracerout? Screenshot of download speed? Line stats?
 
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IzZzy said:
Well I tried to follow the advice here and unbundled - and now I can't rebundle. So to rebundle me would be a good start.

I understand you are in no mans land at present - but how am I supposed to know that? Your customer service, when I enquired, didn't bother to let me know and confirmed I am good to go.

Its more about the principle than the R100 saving now.

As with many in this thread, for me its just another nail in the coffin for substandard Afrislow service though.



Please let me know exactly what you need and I will try do it tonight. Tracerout? Screenshot of download speed? Line stats?
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Let's sort out the bundling issue over PM for now - cos I still need to read through all the messages and what was promised to you.

In terms of the second issue, I need enough info to firstly demonstrate that there is an issue, so speedtests comparing with capped and uncapped - and the more tests you can perform over period will be great with time stamps. Traceroutes will also be helpful, but I think for now, your username (so I can check your area and accounts settings) and as much time stamped info as you can run over the period that the issue seems to manifest.

If I need more info I'll let you all know what is required next.
 
Afri is a pretty crappy ISP of late i can't pplay fifa on a m4eg line with turbo charge active with out it lagging like really afrihost
 
AfriMan said:
In terms of the second issue, I need enough info to firstly demonstrate that there is an issue, so speedtests comparing with capped and uncapped - and the more tests you can perform over period will be great with time stamps. Traceroutes will also be helpful, but I think for now, your username (so I can check your area and accounts settings) and as much time stamped info as you can run over the period that the issue seems to manifest.

If I need more info I'll let you all know what is required next.
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I don't have a capped account, only my uncapped one. Would gladly test if a capped account was offered though.
 
AfriMan said:
It may not always be good to PM all three of us. We work at different times and it's difficult to know which one of us is dealing with a particular issue.

If you're in doubt, PM me and I'll always make sure you get an answer or assistance. Otherwise, check out who's replying to threads at the moment as they're most likely online and checking PM's.

The shotgun approach is never a good idea, imo :(
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Sorry AfriMan :(

Please don't punish me by causing problems on my line :p
 
Orihalcon said:
Well the crappy uncapped account speeds ceased to exist promptly at 00:00...again...

I will be monitoring this closely...it smacks of a limiter being switched on somewhere or something kicking in/off at 00:00.

This was while being on zero shaping. Keeping my eye on you Afri... :D
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Definitely nothing being limited or enforced on our side. I don't see anything unusual in the Cape monitoring a sudden change would definitely stand out at around midnight for our team that monitors the network.

Does turbocharging do anything, just out of interest?
 
twizm_za said:
Afri is a pretty crappy ISP of late i can't pplay fifa on a m4eg line with turbo charge active with out it lagging like really afrihost
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I'm sorry you feel this way. You should never battle with gaming on an Uncapped account with gaming as it gets highest priority on the network.

Have you run any trace routes or other testing when your speeds are really poor?
 
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