Afrihost Uncapped ADSL Feedback (Pt3)

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Leatherman said:
Dont get me wrong I do average of 250GB per month(mostly streaming) and had two capped acc's with them to do it with. which got shaped and I cancelled. Since the service degraded to a point where it became laughable.
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Our capped accounts are definitely not shaped. I am sorry that you had the bad experience though :(
 
AfriMan said:
Any AUP document is going to try to be as broad as possible. Aside from catering for future issues, it's also very expensive to have them ratified by attorneys, etc, so you can't really update terms and AUP too frequently. It also allows us more discretion where we can be flexible in our client's favour as much as possible.
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It is vague so you can change it when you want to give out less to customers. The Terms also say you can change it whenever you like, does it not?
 
AntiGanda said:
It is vague so you can change it when you want to give out less to customers. The Terms also say you can change it whenever you like, does it not?
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Our AUP isn't there to lessen the value of our products/ services.
 
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AfriMan said:
Our capped accounts are definitely not shaped. I am sorry that you had the bad experience though :(
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Really my 40Mbps vdsl downloading a torrent at 5kb/s
400 GB capped afrihost account.. If I swap to a webafrica account I get 3.7 MB per second. So maybe you don't call it shaped but it is.
 
Torrents are definitely being shaped on capped accounts. My 10Mbps capped account is currently downloading torrents at 150KB/s. Never had this problem before.
 
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What I don't get is, not even a year ago they had these same capacity issues and learned nothing from it.
 
Brown Fox said:
Really my 40Mbps vdsl downloading a torrent at 5kb/s
400 GB capped afrihost account.. If I swap to a webafrica account I get 3.7 MB per second. So maybe you don't call it shaped but it is.
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If there is high demand then it will de very difficult to predict torrent speeds due to contention. We're doing our best to still deliver a good overall experience.

Since we're in the Uncapped thread, I'm assuming that your ClientZone was showing no shaping but you weren't getting the speeds you expected on torrents?
 
Davedes said:
Torrents are definitely being shaped on capped accounts. My 10Mbps capped account is currently downloading torrents at 150KB/s. Never had this problem before.
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We're not shaping capped accounts, but realtime demand at any stage could affect performance, especially for sustained data transmission. We are still trying to deliver the best experience when there is high demand.
 
Chevron said:
What I don't get is, not even a year ago they had these same capacity issues and learned nothing from it.
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We have learned a lot and we've been able to make short term changes to the network to improve overall experience while we review long term changes. I do believe the current poor experience will be resolved faster and we'll continue to get better and better at delivering a consistent experience as we learn and grow.
 
wingnut771 said:
The sad thing is that that wasn't even the first time it happened!
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Capacity and demand is an ongoing concern for any ISP. While we are still learning more everyday about how to make this experience better for our clients, the constraints of having too much capacity at a higher cost to clients or too little capacity where our clients suffer remains a difficult issue, which several other ISP have also mentioned. We put several measures in place since our last upgrade which have allowed us to improve client's experience while we adjust our long term plans, so I do believe we've gotten better and we will continue to get better as we grow.
 
AfriMan said:
We have learned a lot and we've been able to make short term changes to the network to improve overall experience while we review long term changes. I do believe the current poor experience will be resolved faster and we'll continue to get better and better at delivering a consistent experience as we learn and grow.
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Any news on the gaming front? Last night again tried but found it HORRIBLE to say the least... When some of the fixes went live to shape/throttle/flatten/de-p2p the service gaming went pear-shaped... please give us an ETA when it will be fixed...

I usually play Smite which was fine until the last week when the Apple IOS issues started to pop-up. I would gladly have a tech sit and look at my line and access when I am even trying to log on to the game. As the ip's are "hidden" I cannot see them from my side... Is there a way to see which IP's the game connects to so that tracert's and pings can be done?
 
There were some mail extracts posted in the Business thread where the user received confirmation from the service agent that shaping was being applied across various UDP ports - part of the new polices to more effectively manage the network - and this was being looked into.

Of course Afriguy refuted this and the service agent did not know what he was talking about. Funny thing that...it is exactly what we are experiencing.

Tried to play some Awesomenauts last night - ping usually around the 205 mark. Had spikes up to 900. Was a teleporting lag fest. Dropped 5 times as well.

I just stopped at that point. But hey people remember that shaping does NOT effect gaming...HAHAHAHAHA.
 
Orihalcon said:
There were some mail extracts posted in the Business thread where the user received confirmation from the service agent that shaping was being applied across various UDP ports - part of the new polices to more effectively manage the network - and this was being looked into.

Of course Afriguy refuted this and the service agent did not know what he was talking about. Funny thing that...it is exactly what we are experiencing.

Tried to play some Awesomenauts last night - ping usually around the 205 mark. Had spikes up to 900. Was a teleporting lag fest. Dropped 5 times as well.

I just stopped at that point. But hey people remember that shaping does NOT effect gaming...HAHAHAHAHA.
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We followed up on that agent and he was definitely in error. He had a chat with our Support Manager and was set straight and we're reviewing the tickets he replied to to ensure the clients affected get the correct information.
 
I received confirmation this morning that we have now received approval to upgrade our network capacity with MTN. We haven't been given a rough or final ETA, but our Technical Director has assured me that we will be pushing for the quickest possible turnaround on this.

For the moment we will continue to work as hard as we can on improving your day to day experience until the new capacity is lit up. We're also hopeful that certain improvements will mean that new capacity will also be used efficiently so that clients get the best experience possible.
 
AfriMan said:
We have learned a lot and we've been able to make short term changes to the network to improve overall experience while we review long term changes. I do believe the current poor experience will be resolved faster and we'll continue to get better and better at delivering a consistent experience as we learn and grow.
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That's cool and all, but last time at least the capped and business guys weren't affected. now they are. It seems worse actually than last time.
 
AfriMan said:
We followed up on that agent and he was definitely in error. He had a chat with our Support Manager and was set straight and we're reviewing the tickets he replied to to ensure the clients affected get the correct information.
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Fair enough. Hope the manager he confirmed the information with was also talked too.
 
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