Afrihost Uncapped ADSL Feedback (Pt3)

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The problem is when they have your money then dont deliver, in my case I have been waiting for more than a week to get my line fixed. They keep saying "48 hours". 48 Hours from when? maybe 10 years from now
 
DrAnch said:
Currently my line is Syncing at 2048kbps even though Im on the 10240kbps package (which was supposed to take effect from tuesday) my SNR is currently at 18.5 dB and attenuation at 43.5 dB.. I've synced at 4096 all this time, am I being downgraded? meanwhile Im being told that I need to make a payment for the 10240kbps line please tell me wtf
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Definitely does not sound like things are going as they should be, could you send me a PM with your ADSL line number so that I can look into this for you.
 
AfriGuy said:
Sorry if we missed any of your questions. What would you still like answered?
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I already know the answers for all the questions I posed, but there is one question I would dearly love to know the answer to: Why is your technical support not honest about the network issue your company is experiencing?

Your company's technical support continues to insist that my poor internet quality is a result of my telephone line and not the network issues your company admits to exist elsewhere, and urge me to waste my time contacting Telkom.

This is not pure internet joy, its damn near pure internet hell. And the recent, poor quality is not the major contributing factor, its the utter failure to be honest and trying to blame Telkom.
 
CapetonianMike said:
I already know the answers for all the questions I posed, but there is one question I would dearly love to know the answer to: Why is your technical support not honest about the network issue your company is experiencing?

Your company's technical support continues to insist that my poor internet quality is a result of my telephone line and not the network issues your company admits to exist elsewhere, and urge me to waste my time contacting Telkom.

This is not pure internet joy, its damn near pure internet hell. And the recent, poor quality is not the major contributing factor, its the utter failure to be honest and trying to blame Telkom.
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I think we're both honest and very transparent around what's happening. I can't comment much on your individual query as I don't have the context available - but if there's noise on the line or intermittent dialtone - it'll cause havoc with your DSL connection. The same will go for exposed copper.

In any case, drop me a PM with your details and any relevant ticket ref#'s and I'll gladly have this followed up on for you.
 
AfriGuy said:
I think we're both honest and very transparent around what's happening.
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Then why does your technical support not mention the network issues?

AfriGuy said:
but if there's noise on the line or intermittent dialtone - it'll cause havoc with your DSL connection. The same will go for exposed copper.
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Same sh|t, different day. Funny how my "telephone" problems coincide perfectly with your network issues, don't you think?

Your company needs to be exposed for its poor customer relations and failure for your technical support to take responsibility.

AfriGuy said:
In any case, drop me a PM with your details and any relevant ticket ref#'s and I'll gladly have this followed up on for you.
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Piss off.
 
CapetonianMike said:
Then why does your technical support not mention the network issues?



Same sh|t, different day. Funny how my "telephone" problems coincide perfectly with your network issues, don't you think?

Your company needs to be exposed for its poor customer relations and failure for your technical support to take responsibility.



Piss off.
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I'd like to keep things above board, and at least civil please.
I can fully understand you're upset by this - but I'd like to look into a few things on my end to comment further.
 
The mere thought of engaging with Afrihost anymore sets my temper off. Beware, consumers, Afrihost will actively attempt to deceive you and when you confront them in public about it they will tell you that they think they have been perfectly honest, while avoiding the real question.

Lets try this AfriGuy: How many support tickets has Afrihost received in the last two weeks regarding slow internet, high latency etc and in what percentage of those tickets did your technical support mention the network issues being experienced?

I am very interested in how you company treats consumers at a macro level. Is it as honestly as you claim?
 
CapetonianMike said:
The mere thought of engaging with Afrihost anymore sets my temper off. Beware, consumers, Afrihost will actively attempt to deceive you and when you confront them in public about it they will tell you that they think they have been perfectly honest, while avoiding the real question.

Lets try this AfriGuy: How many support tickets has Afrihost received in the last two weeks regarding slow internet, high latency etc and in what percentage of those tickets did your technical support mention the network issues being experienced?

I am very interested in how you company treats consumers at a macro level. Is it as honestly as you claim?
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I don't have the exact stats, but I think it's quite obvious that the support load would have increased. The forums also show this - and it's something we're aware of and working hard at resolving.

Again, if there's something specific I can follow up on for you - please send me the details and I'll look into it for you.
 
AfriGuy said:
I don't have the exact stats, but I think it's quite obvious that the support load would have increased. The forums also show this - and it's something we're aware of and working hard at resolving.
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Thanks for making my point by avoiding the question.

If your technical support answered all of those tickets, or even a majority of them, or even the ones just over this weekend, with a note about you network issues you would have been happy to say so. Instead you need to hide behind not having "exact stats" to avoid the question.

At this time I also remind you that your technical support system is your front line in customer relations, not this forum. How those tickets are answered is always, in all contexts, going to be authoritative over your forum posts. So no matter how honest you are on these forums, those tickets are what counts.

I also bet we won't be seeing an email from your company apologising for the slow speeds either, that would contract your technical support a little to much, wouldn't it?
 
CapetonianMike said:
Thanks for making my point by avoiding the question.

If your technical support answered all of those tickets, or even a majority of them, or even the ones just over this weekend, with a note about you network issues you would have been happy to say so. Instead you need to hide behind not having "exact stats" to avoid the question.

At this time I also remind you that your technical support system is your front line in customer relations, not this forum. How those tickets are answered is always, in all contexts, going to be authoritative over your forum posts. So no matter how honest you are on these forums, those tickets are what counts.

I also bet we won't be seeing an email from your company apologising for the slow speeds either, that would contract your technical support a little to much, wouldn't it?
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I've addressed all of your questions as best I can.
To reiterate:

Our team are and have been aware of the speed issues.
We aren't hiding from anything, our network noticeboard has been constantly updated, as well as these forums.

As for an email, we may or we may not. I think it's too early to speculate at what we'll be doing.
Again, you seem quite upset with us - which I can understand, but in order to get anywhere we need to work together to get the bottom of this.

My offer to PM me more detail still stands.
 
AfriGuy said:
I've addressed all of your questions as best I can.
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No, you still have yet to answer my question. Don't worry, I'll ask it again, this time very specifically.

AfriGuy said:
Our team are and have been aware of the speed issues.
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In what percentage of the support tickets, including those lodged telephonically, during the last two weeks regarding complaints of slow internet speeds, shaping of accounts in contradiction to your company's advertising and/or high latency, did your company's technical support representatives make the complaining customer aware that your network was experiencing issues that could result in such a complaint?

This is what it feels like to be held accountable by your customers. If the answer made your company look good it would have come out by now. Please stop treating your customers like we are oblivious to your company's behaviour.
 
Well I'm a bit disappointed with Afrihost. While they were investigating their slow DSL speeds, I was getting full line speeds for most days. I was getting on 720p/1080p streams on Youtube, and I was maxing out my line most days (4mb home uncapped). I was having a great experience, as how I use to remember the old Afrihost (prior to them moving onto the MTN backbone)

But now I see on the Afrihost website that the issue has been resolved, and my account has been shape slammed to the usual 18.8% Download/ 6.25% P2P. And now I can't even load Youtube videos at all (I get error messages, or the loading screen for 5 minutes).

Can't you guys relax the shaping a bit and pretend to fix the DSL for the rest of the month? :p
 
CapetonianMike said:
No, you still have yet to answer my question. Don't worry, I'll ask it again, this time very specifically.



In what percentage of the support tickets, including those lodged telephonically, during the last two weeks regarding complaints of slow internet speeds, shaping of accounts in contradiction to your company's advertising and/or high latency, did your company's technical support representatives make the complaining customer aware that your network was experiencing issues that could result in such a complaint?

This is what it feels like to be held accountable by your customers. If the answer made your company look good it would have come out by now. Please stop treating your customers like we are oblivious to your company's behaviour.
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Not sure what the end game is here? Again, if you have a specific query that you've logged and need a follow up I can gladly do this.
I don't see the benefit (nor do I actually have the exact numbers) around tickets/ queries.
 
ainsin said:
Well I'm a bit disappointed with Afrihost. While they were investigating their slow DSL speeds, I was getting full line speeds for most days. I was getting on 720p/1080p streams on Youtube, and I was maxing out my line most days (4mb home uncapped). I was having a great experience, as how I use to remember the old Afrihost (prior to them moving onto the MTN backbone)

But now I see on the Afrihost website that the issue has been resolved, and my account has been shape slammed to the usual 18.8% Download/ 6.25% P2P. And now I can't even load Youtube videos at all (I get error messages, or the loading screen for 5 minutes).

Can't you guys relax the shaping a bit and pretend to fix the DSL for the rest of the month? :p
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Our shaping has been quite standard, shaping can be expected during peak hours I'm afraid :(
Saying this though, there shouldn't be any issues around streaming and other realtime services. What's your latency like at the moment?
 
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