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There don't appear to be any issues in the South at the moment. Are there any sites in particular that are being problematic?
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Afrihost Uncapped ADSL Feedback (Pt3)
- Thread starter bwana
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There don't appear to be any issues in the South at the moment. Are there any sites in particular that are being problematic?
Number Six
Senior Member
YouTube took ages to open up any link at 20h00 last night on 360p about +/- 45 seconds.
Once it opened then it streamed fine which is a major improvement over the last week.
10Mbs business uncapped account in Bloubergrant.
That's long. We are looking at YouTube performance and we're checking with MTN if there have been any changes on that front.
Browsing's better now, but YouTube has been slower than it used to be over the past while. Somtimes it's streaming, more of the time it's during navigation of the site (loading thumbnails, loading pages, starting videos, etc).
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I wonder if it is being routed to the correct cache. When you get a chance can you please run a traceroute to Youtube.com.
Have you signed up to test AfriGreen? You might have a much better experience
How do I do that? I see nothing about it in the clientzone which I would have thought would be the obvious place for it....
EDIT: Actually... is it possible for me to cancel my uncapped, but leave my ADSL line rental with Afrihost? A friend of mine went through hell the last 2 weeks trying to get his line transferred, but I would rather want to leave it with Afrihost and just get a new uncapped account at another ISP.
I would ask this in a support ticket, but support staff will just misunderstand and probably end up canceling everything instead of just answering my questions...
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I can sign you up for Afrigreen, but I can't so it if you've set your account to cancel. Maybe drop me a PM, so that you can test with AfriGreen for the time being. Since we're already well into billing, data cancellation will only take effect at the end of August.
You can definitely leave your line with us
stormiezzz
Senior Member
I have read a lot of the comments/complaints on my broadband with regards to the problems that Afrihost has been experiencing of late, be it latency, slow speeds, etc. and I have had a problem too albeit of a different nature. However, due to the extent of the problems and the lack of feedback and follow through coupled to a promise to Afrihost staff that if my problem is not sorted or/and I do not receive regular updates on the progress thereof I will share the issues I have experienced on this forum. So here goes:
Please note before I go into detail that when I make reference to me sending an email that all my emails mentioned below are via my phone, due to no connectivity, and that although my service provider is currently MWEB (due to horrible latency issues experienced with Afrihost which is a whole other story, my line is still administered by Afrihost on my behalf and herein lies the problem.
On 6th July, my internet connection shut down unexpectedly. I phoned my ISP (MWEB) and also Afrihost and they could not see where the problem was and could only tell me that my line was not syncing. I then did some trouble shooting myself and found out that the physical line was the issue.
Seeing as Afrihost is now the custodian of my line, I then contacted Afrihost and asked them to log the fault, which they did quite promptly and also gave me a reference number saying that they had logged the call with Telkom and that a technician would come to see me. All is good so far.
However, after two days, 48Hrs, as promised by Afrihost, I had received no word from Telkom and also no technician had contacted me. I decided to follow up with Afrihost and find out why. I received a response that there is a high workload in my area. Fair enough, I accept that. 2 or 3 more days passed and I had not yet heard from a Telkom technician and I again contacted Afrihost to find out what is happening and all feedback I got was that the job was assigned to a technician but there is no date of when I can expect a repair of my line to be made. I was assuming that due to the fact that at least, with a technician assigned to my call, that I would receive some sort of assistance within the next day or two……Nothing.
So after not hearing a peep from a technician, I contacted Afrihost again and I was promised that I would receive daily feedback until this problem is resolved. Basically, “I have taken a stand for you and will ensure that you get updates every day until this is resolved.” Was the reply I got. Ok, great news I thought. I have received emails similar to the promises above in writing (received vi email on my phone). Seeing as I did not get any progress reports or updates again as promised, I contacted Afrihost again and asked that they escalate this to the highest possible authority so that I can get some sort of assurance that action will be taken. Note my frustration already. When this failed to produce any results and also with me not receiving any updates I decided that I would send an email to [email protected] (escalations) and also copy [email protected]
This is where all communications ex Afrihost suddenly stopped. I have been sending emails religiously requesting an update but to no avail. Afrihost has basically stopped responding to my emails.
In the last week I have not received one single email from Afrihost providing me with an update or even a response to my daily emails to them. It’s like Afrihost no longer exists.
Now I could go into much more detail and add up and indicate all the money that I have lost due to no connectivity but I am of the opinion that would make no difference right now.. This has literally affected my livelihood in a big way and had I had some proper accurate feedback as to when the issue would be resolved I could have made alternative plans, which I have had to make very recently in order, to ensure business as usual. To date I have not heard a single peep from Telkom, and Afrihost has been ignoring me for the past week. My cellphone minutes (240 per month) are all used up on this already (I do not have a landline phone) not to mention my mobile data and sadly I have accomplished nothing.
The questions I have to ask are the following:
Why did Afrihost not do as promised?
Why have Afrihost not provide me with updates?
Why did Afrihost offer to take over my line from Telkom if they could not provide a better service albeit at a premium?
Why could Afrihost simply not have told me that they are no longer interested in my business and that I should contact Telkom on my own directly?
In conclusion, I have to say that I am definitely not the first person to experience bad service like this but have decided that enough is enough and I have to share this with all in the hopes that this gets resolved in a proper and professional manner. I am also, from now on, going to ensure that I make my voice heard when it comes to poor service delivery for good money paid. I will not sit idly by and be accepting of poor service, which seems to becoming the norm in South Africa. I want what I pay for and will constantly complain if I don't
I am also aware that Afrihost has had serious problems of late and that they have lost a boat load of customers due to this type of poor service or similar for which I do have a degree of sympathy, however, the road to Afrihosts recovery I can guarantee is in doing the right and honourable thing and ensuring that they do everything humanly possible to live up to their motto/slogan so that not only me, but all other customers can once again experience the JOY of the internet. I truly hope that Afrihost makes good on this and restores at least a modicum of faith in a once loyal customer.
I hereby challenge you, Afrihost, to sort out your problems and respond to me and provide me with updates as promised.
Please note before I go into detail that when I make reference to me sending an email that all my emails mentioned below are via my phone, due to no connectivity, and that although my service provider is currently MWEB (due to horrible latency issues experienced with Afrihost which is a whole other story, my line is still administered by Afrihost on my behalf and herein lies the problem.
On 6th July, my internet connection shut down unexpectedly. I phoned my ISP (MWEB) and also Afrihost and they could not see where the problem was and could only tell me that my line was not syncing. I then did some trouble shooting myself and found out that the physical line was the issue.
Seeing as Afrihost is now the custodian of my line, I then contacted Afrihost and asked them to log the fault, which they did quite promptly and also gave me a reference number saying that they had logged the call with Telkom and that a technician would come to see me. All is good so far.
However, after two days, 48Hrs, as promised by Afrihost, I had received no word from Telkom and also no technician had contacted me. I decided to follow up with Afrihost and find out why. I received a response that there is a high workload in my area. Fair enough, I accept that. 2 or 3 more days passed and I had not yet heard from a Telkom technician and I again contacted Afrihost to find out what is happening and all feedback I got was that the job was assigned to a technician but there is no date of when I can expect a repair of my line to be made. I was assuming that due to the fact that at least, with a technician assigned to my call, that I would receive some sort of assistance within the next day or two……Nothing.
So after not hearing a peep from a technician, I contacted Afrihost again and I was promised that I would receive daily feedback until this problem is resolved. Basically, “I have taken a stand for you and will ensure that you get updates every day until this is resolved.” Was the reply I got. Ok, great news I thought. I have received emails similar to the promises above in writing (received vi email on my phone). Seeing as I did not get any progress reports or updates again as promised, I contacted Afrihost again and asked that they escalate this to the highest possible authority so that I can get some sort of assurance that action will be taken. Note my frustration already. When this failed to produce any results and also with me not receiving any updates I decided that I would send an email to [email protected] (escalations) and also copy [email protected]
This is where all communications ex Afrihost suddenly stopped. I have been sending emails religiously requesting an update but to no avail. Afrihost has basically stopped responding to my emails.
In the last week I have not received one single email from Afrihost providing me with an update or even a response to my daily emails to them. It’s like Afrihost no longer exists.
Now I could go into much more detail and add up and indicate all the money that I have lost due to no connectivity but I am of the opinion that would make no difference right now.. This has literally affected my livelihood in a big way and had I had some proper accurate feedback as to when the issue would be resolved I could have made alternative plans, which I have had to make very recently in order, to ensure business as usual. To date I have not heard a single peep from Telkom, and Afrihost has been ignoring me for the past week. My cellphone minutes (240 per month) are all used up on this already (I do not have a landline phone) not to mention my mobile data and sadly I have accomplished nothing.
The questions I have to ask are the following:
Why did Afrihost not do as promised?
Why have Afrihost not provide me with updates?
Why did Afrihost offer to take over my line from Telkom if they could not provide a better service albeit at a premium?
Why could Afrihost simply not have told me that they are no longer interested in my business and that I should contact Telkom on my own directly?
In conclusion, I have to say that I am definitely not the first person to experience bad service like this but have decided that enough is enough and I have to share this with all in the hopes that this gets resolved in a proper and professional manner. I am also, from now on, going to ensure that I make my voice heard when it comes to poor service delivery for good money paid. I will not sit idly by and be accepting of poor service, which seems to becoming the norm in South Africa. I want what I pay for and will constantly complain if I don't
I am also aware that Afrihost has had serious problems of late and that they have lost a boat load of customers due to this type of poor service or similar for which I do have a degree of sympathy, however, the road to Afrihosts recovery I can guarantee is in doing the right and honourable thing and ensuring that they do everything humanly possible to live up to their motto/slogan so that not only me, but all other customers can once again experience the JOY of the internet. I truly hope that Afrihost makes good on this and restores at least a modicum of faith in a once loyal customer.
I hereby challenge you, Afrihost, to sort out your problems and respond to me and provide me with updates as promised.
Sorry to hear that we haven't been able to get your fault resolved
I'll gladly follow this up for you - could you PM me the details please?
stormiezzz
Senior Member
Sorry to hear that we haven't been able to get your fault resolved
I'll gladly follow this up for you - could you PM me the details please?
PM Sent. I would now like to see AH make good on their promises.
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After weeks of issues on Afrihost, and then trying the Afrigreen test with no improvement on our Business uncapped, I have had to quit Afrihost and move to a different service provider. It is quite sad with having been such an excellent ISP that it has gone south so badly. The big issue for me is we are charged normal prices, but getting sub standard services. Also saying that "we are working hard on the problem" week after week with no improvement doesn't help at all. I really tried to stick with it but eventually my users were ready to stone me as they were extremely frustrated. Looks to me like the uptake in customers wasn't catered for in terms of bandwidth and the network was overwhelmed. Someone should be watching the network to ensure all is planned and running smoothly, you can't just suddenly one day have an issue unexpectedly if youare on top of your network. It's quite simple really, when your customers and required bandwidth far exceeds your capacity, stop selling new accounts until you can cater for the extra requirements.
Really sorry to hear that the experience hasn't improved for you
Have you been able to run/ submit any tests to our team for Afrigreen so we can track and resolve the issues you're seeing at all?Really sorry to hear that the experience hasn't improved for you
Sadly I was unable to submit testing as my users were up in arms as the issues had been going on for so long, so I just to make a plan urgently to resolve.
Understandable
I'm still open to running tests and helping out where I can though.You're welcome to PM me the details and issues experienced.
aquarat
Active Member
Hi AfriGuy
I, through my company, subscribe to 3 of your uncapped ADSL services and 4 of your 3G/LTE products as well as your Afrihost Plus service.
Mobile services through your company have been great, so much so that when my Vodacom contract came up for renewal I switched to MTN to take advantage of your APN.
That all said, your ADSL services have lately been performing very poorly. High latency spikes and packet loss started about 2 months ago. I figured it was probably a Telkom line issue, but after numerous queries to both yourselves and Telkom I decided to give one of your competitors a try. The difference is night and day; the same line shows no packet loss, no significant latency spikes and your average latency to the same server is roughly 40% worse.
Bad line :
Competitor :
It's great that your company is building a new network but I think it's disgusting that you've continued to charge as much as you do for a service which has become near unusable (in my case one of our applications won't work on your service - this application is essential to one of our business units). It's also quite irritating that I will essentially be paying double for internet as your services take a calendar month to cancel.
I, through my company, subscribe to 3 of your uncapped ADSL services and 4 of your 3G/LTE products as well as your Afrihost Plus service.
Mobile services through your company have been great, so much so that when my Vodacom contract came up for renewal I switched to MTN to take advantage of your APN.
That all said, your ADSL services have lately been performing very poorly. High latency spikes and packet loss started about 2 months ago. I figured it was probably a Telkom line issue, but after numerous queries to both yourselves and Telkom I decided to give one of your competitors a try. The difference is night and day; the same line shows no packet loss, no significant latency spikes and your average latency to the same server is roughly 40% worse.
Bad line :
Competitor :
It's great that your company is building a new network but I think it's disgusting that you've continued to charge as much as you do for a service which has become near unusable (in my case one of our applications won't work on your service - this application is essential to one of our business units). It's also quite irritating that I will essentially be paying double for internet as your services take a calendar month to cancel.
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Definitely seems like things haven't been as good as they can be.
Would you be willing to try out our new ADSL network? If you drop me a PM with your ADSL username I can generate a test account quickly.
aquarat
Active Member
Sure thing, I'll send a PM now. I'd naturally prefer to keep my accounts with your company, so far only one line has been switched to your competitor - and that's not set in stone.
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