Afrihost Uncapped ADSL Feedback (Pt3)

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ghostR said:
This might help you make a decision - http://mybroadband.co.za/news/adsl/124232-best-adsl-isp-in-south-africa-revealed.html
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I'm not sure what you are doing here, but it's not cool. You are posting on all our threads, and I am not sure whether you are even an Afrihost client or which product you use (which should be the only thread you post in, based on your own experience). You've been posting blatantly false information about our relationship with Telkom as well as "rumours" which are absolute nonsense. This is especially not cool because you are a Telkom employee, even though it's very clear that you openly support a specific competitor.

If you just hate us and want to let the world know, please start your own thread so that I (and the other reps) can use these threads as intended, which is to help our clients with their queries and inform clients about Afrihost products.

This is not cool at all, and I think the Mods need to get involved :(
 
shiram said:
My Afrihost is terrible this weekend. Struggling use Gmail and online banking. It looks like all HTTPS traffic is being shaped to death.
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We don't ever shape browsing traffic, only downloads -including HTTPS (because we have found that P2P can be disguised as HTTPS). This should never affect Google services unless it's a download (from Google Drive, etc).

Did you run any general tests?
 
YeOldeOke said:
Same thing happened to me last week. Same again right now. Don't believe it.
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Just to re-iterate what AfriGuy said, we definitely don't rely on a URL to identify P2P traffic. We inspect packet signature.

We also don't block sites, so shaping will only slow download traffic to and from sites, never block them from browsing. In fact, browsing the site should never be affected at any time :(
 
AfriMan said:
I'm not sure what you are doing here, but it's not cool. You are posting on all our threads, and I am not sure whether you are even an Afrihost client or which product you use (which should be the only thread you post in, based on your own experience). You've been posting blatantly false information about our relationship with Telkom as well as "rumours" which are absolute nonsense. This is especially not cool because you are a Telkom employee, even though it's very clear that you openly support a specific competitor.

If you just hate us and want to let the world know, please start your own thread so that I (and the other reps) can use these threads as intended, which is to help our clients with their queries and inform clients about Afrihost products.

This is not cool at all, and I think the Mods need to get involved :(
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What they going to ban him for posting a link to another MyBB article? The results are no secret and if Afrihost are ashamed of the outcome do something about your current network issues.
 
Davedes said:
What they going to ban him for posting a link to another MyBB article? The results are no secret and if Afrihost are ashamed of the outcome do something about your current network issues.
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I don't think that's the point we're trying to make here.
Regardless, this is a feedback thread and should remain as such.
 
AfriGuy said:
I don't think that's the point we're trying to make here.
Regardless, this is a feedback thread and should remain as such.
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Well then give the people feedback. At the moment it's just the same old surprised response of there shouldn't be any network problems or there is no shaping 24/7, run more tests...

The posts from your clients don't reflect that.
 
Davedes said:
Well then give the people feedback. At the moment it's just the same old surprised response of there shouldn't be any network problems or there is no shaping 24/7, run more tests...

The posts from your clients don't reflect that.
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I think we've gone over this multiple times already. I know you're upset, but you're bouncing around threads and posting one point to another.
In short (and I really don't want to keep repeating things) we know things aren't great, we're working on fixing things.
 
Hi,

I don't think it helps anyone if we start blaming eachother for what is going on.

I understand that you don't like us looking for alternatives, but honstly I don't think there is any progress on your network for the last 3 months. Would you be able to specify what kind of problems you are facing and whether there is an ETA attached to the project?

What I don't understand is that you guys mentioned previously that the demand went up since February and therefore the shaping was increased. We are facing shaping up until 2 am at the moment (after that I'm sleeping so maybe longer). You say that shaping is only put in place by demand. Doesn't that mean that he demand is higher than what you can supply, or am I misunderstanding something here?

I think it would be good to shed some light on the current situation and what the plan is going forward.
 
Smokey_sa said:
Hi,

I don't think it helps anyone if we start blaming eachother for what is going on.

I understand that you don't like us looking for alternatives, but honstly I don't think there is any progress on your network for the last 3 months. Would you be able to specify what kind of problems you are facing and whether there is an ETA attached to the project?

What I don't understand is that you guys mentioned previously that the demand went up since February and therefore the shaping was increased. We are facing shaping up until 2 am at the moment (after that I'm sleeping so maybe longer). You say that shaping is only put in place by demand. Doesn't that mean that he demand is higher than what you can supply, or am I misunderstanding something here?

I think it would be good to shed some light on the current situation and what the plan is going forward.
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While I can fully understand the frustrating, we're doing our best to communicate what's happening with you guys, and will always continue to do so :)
We know that some services aren't performing as they should, and we know that the overall experience isn't up to par. We have teams addressing this on a daily basis and we're doing our absolute best to improve the situation, and have been making some good inroads over the last week or so.
 
AfriGuy said:
While I can fully understand the frustrating, we're doing our best to communicate what's happening with you guys, and will always continue to do so :)
We know that some services aren't performing as they should, and we know that the overall experience isn't up to par. We have teams addressing this on a daily basis and we're doing our absolute best to improve the situation, and have been making some good inroads over the last week or so.
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I'm still waiting for communication on why opening Google sites slows down to 200kbit. Many people wanted to know this a few weeks ago. We never got an answer.
 
Smokey_sa said:
Hi,

I don't think it helps anyone if we start blaming eachother for what is going on.

I understand that you don't like us looking for alternatives, but honstly I don't think there is any progress on your network for the last 3 months. Would you be able to specify what kind of problems you are facing and whether there is an ETA attached to the project?

What I don't understand is that you guys mentioned previously that the demand went up since February and therefore the shaping was increased. We are facing shaping up until 2 am at the moment (after that I'm sleeping so maybe longer). You say that shaping is only put in place by demand. Doesn't that mean that he demand is higher than what you can supply, or am I misunderstanding something here?

I think it would be good to shed some light on the current situation and what the plan is going forward.
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This ^

After months of endless struggles and problems (which still haven't been solved, or even the slightest hint at a deadline or an actual diagnosis on what the actual problem is) people tend to get frustrated..

I have 12 more days in this Afrihost account which I can't wait to be over so I can be rid of your at the moment dreadful product. I've tried everything with you people and nothing has worked and even though I've thought about doing some pretty horrible things on this forum I decided weren't such a good idea lol.

You guys are losing customers at an alarming rate from what I can see and I'll continue to post my feedback until that glorious day comes. To sum it up, nothing has changed.
 
JordanOwen said:
This ^

After months of endless struggles and problems (which still haven't been solved, or even the slightest hint at a deadline or an actual diagnosis on what the actual problem is) people tend to get frustrated..

I have 12 more days in this Afrihost account which I can't wait to be over so I can be rid of your at the moment dreadful product. I've tried everything with you people and nothing has worked and even though I've thought about doing some pretty horrible things on this forum I decided weren't such a good idea lol.

You guys are losing customers at an alarming rate from what I can see and I'll continue to post my feedback until that glorious day comes. To sum it up, nothing has changed.
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We're always sad to lose a client, but I think that is the nature of business. As to client's leaving at an alarming rate, I don't know what information you are basing that on. The reality is that the vast majority of our clients (not always represented by complaints here on MyBB) do have faith in us and are still receiving a good day to day internet experience. So they continue to trust us with their services and they are the rock on which everything we've accomplished is built.

I'm sad that you've made the decision to leave, and that we weren't able to establish that trust with you in the time you've been with us. It sounds like you have made up your mind though, so let me at least wish you all the best, and perhaps we can chat about you giving us a try again in the future when you feel things may have improved.
 
I think the problem is not the day to day performance, but the fact that we are paying for a service you are unable to deliver.

On my side streaming is OK, Surfing and email is ok, but download and P2P are shaped 24/7.

So instead of trying to keep telling us that you are working on it (which I can't see as I am still convinced that the demand is higher than you capacity), why not create a new streaming/surfing bundle that shapes downloads permanently, or give out more turbo charge?

That way we all know what to expect and can then go for the option without having expectations that are not met and cause frustration.

I'd be happy to go for a streaming bundle like that with a discount of say 10% - 20%.

Just my thoughts.
 
Smokey_sa said:
I think the problem is not the day to day performance, but the fact that we are paying for a service you are unable to deliver.

On my side streaming is OK, Surfing and email is ok, but download and P2P are shaped 24/7.

So instead of trying to keep telling us that you are working on it (which I can't see as I am still convinced that the demand is higher than you capacity), why not create a new streaming/surfing bundle that shapes downloads permanently, or give out more turbo charge?

That way we all know what to expect and can then go for the option without having expectations that are not met and cause frustration.

I'd be happy to go for a streaming bundle like that with a discount of say 10% - 20%.

Just my thoughts.
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I don't think adding more complexity to our current product offering is going to fix the problems reported here though :(
 
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