Afrihost Uncapped ADSL Feedback (Pt3)

[saa044]

I think that may be true here on MyBroadband, but most of our clients on Uncapped are "regular folk" who just want the convenience of an Uncapped solution, but use their internet for regular activities like browsing, email and maybe some family gaming and light streaming. So we totally get what is being said on the forums here, but I think the point comes up often that MyBB users are definitely not the average broadband consumer.

I feel sorry for the above regular person that wants to stream a movie for his wife and child, but can't. I just wish you will start to focus on the 1 person having issues and not tell that one person that the network is performing well etc... It does not help that 1 person to hear how awesome the network is for others. What will help that 1 person is to get his internet working like it should. Just my 2c.

 

[AfriMan]

+100000000000000000000000000

AH Home Uncapped is literally broken atm All legitimate HTTP downloads and heavy image websites are shaped from 7am to 12am (that's right, 00h00) every day, even on weekends Indeed, Gian's silence's very deafening re this situation. So my decision is to upgrade to Business and (unzips) then abuse the network :twisted: Just kidding!!! I just want to be able to download anything (HTTP) that I need asap (my semester starts next week) during daytime

Remember that we're not shaping sites, only non-realtime traffic. Sites that you have cached are not going to be that affected.

I wouldn't read into Gian's "silence" at all. That why he has people like me to ensure that we keep the conversation going with our clients. If Gian has to get involved, it means I'm not doing my job properly (which I hope is not the case)

 

[UnholyMunk]

There, fixed that for you.

Day = Made!

I cancelled my account with Afri-Hustle this morning! I'm voting with my wallet, and until this draconian shaping system is changed, I will be telling everyone I originally convinced to go with Afrihost, to change to another, better ISP...

 

[saa044]

Afriman can you explain this to me please?

For most "everyday" clients, this gives them better performance on their priority services, and ultimately better value for their spend for an Uncapped account.

IE Facebook, Email, Solitaire?

 

[UnholyMunk]

Afriman, Afriguy, Afrigirl,

Reading the last few pages of posts, you guys keep mentioning "it's something WE envision for our customers".... but have you ever stopped to think, maybe what we think the customer wants, and what the customer actually want, are 2 completely different things?

You guys are just dictating what, where and when we can use our connection we pay for...

I'm sure you'd love it if you went to a buffet, but when you sit down at 19:00 (your normal eating time) your waiter comes up to you and says, "When browsing the Menu, we will give you a Steak Knife and Fork, but if you actually want to eat anything, you're gonna get a little teaspoon to eat with. When the restaurant is quiet between 00:00 and 06:00, will we MAYBE give you a proper knife and fork, depending on how many other suckers there are eating with teaspoons.... BUT, to avoid all this nonsense, if you pay extra on to our already exorbitant prices, we'll give you a proper knife and fork, and then you'll be able to experience all the pleasures of our fine dining establishment... "

Yeah, I know you'd pay for that.... You'd pay the sh*t outta that, because it sounds like an awesome fair deal right?

 

[AfriMan]

Afriman can you explain this to me please?

For most "everyday" clients, this gives them better performance on their priority services, and ultimately better value for their spend for an Uncapped account.

IE Facebook, Email, Solitaire?

Obviously there is a range of services varying from different types of clients. But since we've made changes, we're not getting the same volume of complaints from Uncapped users, so I take this to mean that they are getting a good experience on the services they use most often.

 

[Dion Disco]

Sad to see this is the level we're engaging on now. Very sad indeed.

Your company are driving us to this behavior - are you aware that for us on this account we have to stare at the screen for 30 min to download CCleaner - a 5 meg program

And you go on and on about this awesome experience you guys want to deliver to its customers - get real, at present you are not delivering a R300 service for me

 

[AfriMan]

Afriman, Afriguy, Afrigirl,

Reading the last few pages of posts, you guys keep mentioning "it's something WE envision for our customers".... but have you ever stopped to think, maybe what we think the customer wants, and what the customer actually want, are 2 completely different things?

You guys are just dictating what, where and when we can use our connection we pay for...

I'm sure you'd love it if you went to a buffet, but when you sit down at 19:00 (your normal eating time) your waiter comes up to you and says, "When browsing the Menu, we will give you a Steak Knife and Fork, but if you actually want to eat anything, you're gonna get a little teaspoon to eat with. When the restaurant is quiet between 00:00 and 06:00, will we MAYBE give you a proper knife and fork, depending on how many other suckers there are eating with teaspoons.... BUT, to avoid all this nonsense, if you pay extra on to our already exorbitant prices, we'll give you a proper knife and fork, and then you'll be able to experience all the pleasures of our fine dining establishment... "

Yeah, I know you'd pay for that.... You'd pay the sh*t outta that, because it sounds like an awesome fair deal right?

Given that many people opt for an Uncapped account for different reasons (unlimited data, or price, or overall convenience), it's always going to be the provider's choice of how we balance the offering to try to meet as many of the needs as we can (and to what extent) given the resources we have available. I guess there are gonna be times that some people may feel like this is not what they are looking for, and we hope that we offer a balance in terms of product and price to give them a reasonable choice. But each individual client will choose according to their budget and requirements.

I think the analogy is misleading and not really applicable. Most buffets will say you can east as much as you like, but each client is limited to X amount of prawns per client, or otherwise have a first come first serve policy. But I'd rather we talk about the issues directly, rather than make these kind of comparisons.

 

[AthenianOwl]

Eish. What's going on here? Don't think making fun of Afripeople will improve the situation at all

I'm still hoping that AH will figure out the best shaping policy that is fair and perfect for the WHOLE OF its client base.

 

[Timber_MG]

Afriman and Forums 101. Editing a post and interpreting (with following disclaimer) are not the same thing. The Quote tag serves as caption widely with the usage above. You're just avoiding the issues and leaving a self-made straw man in thread. I left uncapped due to legitimate low utilization usage being shaped into oblivion. That is a statement of fact you cannot avoid with your network as is at the moment.

Thankfully your service desk will serve as a contact point.

 

[UnholyMunk]

If you want to talk at this level, you guys can create your own thread elsewhere. This is an official feedback thread, so if you can't keep it mature, then you need to move on.

Moved on already... but I thought it might be pertinent to let you know why I did.... I see however that A LOT of people have already let you know many many times already... So let's be mature, and take your hurt feelings out of this... Maybe it's time to stop "hearing" the message, and actually start "listening" to it... I loved Afrihost, I really did, and I told all my friends and family to go with you guys, but your constant PR b*llsh*tting and cries of "this is only a test" or "this is what the people want" is actually stunningly ignorant, given the comments on this thread alone. My 60+ parents, who HARDLY use the net, except for Netflix are coming to me with cries of "What cr@p have you made us sign up for", same with many of my friends....

I dunno, do you have a direct dial number so I can get you to explain to them the situation, because when it comes out of my mouth, it sounds ridiculous (which personally I think it is!)...

 

[AfriMan]

Moved on already... but I thought it might be pertinent to let you know why I did.... I see however that A LOT of people have already let you know many many times already... So let's be mature, and take your hurt feelings out of this... Maybe it's time to stop "hearing" the message, and actually start "listening" to it... I loved Afrihost, I really did, and I told all my friends and family to go with you guys, but your constant PR b*llsh*tting and cries of "this is only a test" or "this is what the people want" is actually stunningly ignorant, given the comments on this thread alone. My 60+ parents, who HARDLY use the net, except for Netflix are coming to me with cries of "What cr@p have you made us sign up for", same with many of my friends....

I dunno, do you have a direct dial number so I can get you to explain to them the situation, because when it comes out of my mouth, it sounds ridiculous (which personally I think it is!)...

I don't think you can make a personal statement, and then say don't take it personally. I'm here to help, but my role here is not to take abuse. I can understand frustration, even anger, but there are limits. I'm here to help people, and I do that everyday. That is still my intention here, but these personal attacks just make it harder for me to do so. If I called anyone on this forum "stunningly ignorant", I'm sure you would feel that this is not appropriate or professional behaviour.

If you say you've moved on, then I wish you all the best - sincerely. Maybe it's best that we leave it at that so I can continue to help other people with their queries.

 

[Chevron]

I don't think you can make a personal statement, and then say don't take it personally. I'm here to help, but my role here is not to take abuse. I can understand frustration, even anger, but there are limits. I'm here to help people, and I do that everyday. That is still my intention here, but these personal attacks just make it harder for me to do so. If I called anyone on this forum "stunningly ignorant", I'm sure you would feel that this is not appropriate or professional behaviour.

If you say you've moved on, then I wish you all the best - sincerely. Maybe it's best that we leave it at that so I can continue to help other people with their queries.

So it doesn't botther you that someone who used to be a Net Promoter is now leaving?

 

[AfriMan]

So it doesn't botther you that someone who used to be a Net Promoter is now leaving?

I totally respect anyone's decision to leave, I'm not here to do the Comcast thing. If I can do something to retain a client, I will, and I have many times, but I always respect a client's wish and ability to decide what they feel is best for them.

 

[Sinbad]

I totally respect anyone's decision to leave, I'm not here to do the Comcast thing. If I can do something to retain a client, I will, and I have many times, but I always respect a client's wish and ability to decide what they feel is best for them.

This is good, but not addressing the question. Why would someone who used to be a promoter leave? Changes have obviously made them very unhappy, and this cannot be good for business.

 

[Timber_MG]

An ex client and promoter says he's voting with his wallet, made an analogy of his experience and translated that to how he would feel if he encountered such at a buffet. You called that a personal statement, but your reaction was that which made the impression of taking it personally. Perhaps return tomorrow after you've collected yourself.

Edit: if anything, you show passion for your job.

 

[AfriMan]

This is good, but not addressing the question. Why would someone who used to be a promoter leave? Changes have obviously made them very unhappy, and this cannot be good for business.

Each individual makes their own choice. We love our clients and we do everything in our power to help them. If it's not in our power to fix or meet their expectations, then we wish them well and only the best for the future. If there is an opportunity in the future where their needs and our services intersect, then we welcome them back.

 

[UnholyMunk]

This is good, but not addressing the question. Why would someone who used to be a promoter leave? Changes have obviously made them very unhappy, and this cannot be good for business.

Why did I leave? First and foremost because of lack of communication from Afrihost's side.... I had to actively seek out the reason why myself, or any one of my friends/family were having low throughput issues. This is my main gripe with Afrihost! They were NOT honest and up-front with their customers in the first place, when these shaping changes were made. I'm still waiting for an email explaining what happened, and why I was being shaped.

Secondly, and this is less important imo, is the fact that my internet was damn slow, and I wasn't even able to stream properly. I could most likely live with slow internet for a while, but the fact that Afrihost, Afriman or Gian have been silent (except for mybb) on this issue just reeks of "lack of care" for your customers....

This is coming from a guy who told everyone he knows that Afrihost support and communication is the best.... What a plonker I feel like now!

 

[saa044]

AfriMan it's just, the current shaping prevents the home uncapped users to stream or download. Even Netflix is suffering. So IDK, I feel bad for the people being mean to you and all, but it's just frustrating that the account can browse fast and is ok on international games, but that's it.

 

[AfriMan]

AfriMan it's just, the current shaping prevents the home uncapped users to stream or download. Even Netflix is suffering. So IDK, I feel bad for the people being mean to you and all, but it's just frustrating that the account can browse fast and is ok on international games, but that's it.

I can understand frustration, I totally can. And don't worry, I'm not going to take a day off

The best bet that any of us have is working together to pinpoint exactly which areas of the network can be improved, or whether there are specific commonalities between those have a certain experience and those who are not. I don't think we can get further otherwise. I think we're just as motivated to improve performance and make our clients happy. I'd rather be handing our "Awesomes" and high fives, believe me. But I do believe that we'll get this right.