Afrihost Uncapped ADSL Feedback

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AfriMan said:
We don't optimise speedtest in any way, I've said this many times. Running a London speedtest will give a completely different result to any local test, I'm not sure what the point of comparing vastly different test results is.
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Could you please respond to the following:
1: Why do you not have a toll free or 0861 helpdesk number?
2: Why does your helpdesk always seem to be overloaded and understaffed with long waiting times? Even at 7:45am I am having to wait over 30 minutes. I have never waited for less than 30 mins.
3: Why am I constantly told that http downloads over port 80 off the cloud that are downloading at 5kb/s are due to "slow servers"? Look in the thread and you will see similar complaints of disgustingly slow http downloads.

I have decided to move away, so I'm not interested in PMing you, for the main fact that all your other clients would have to use your helpdesk just like I had to before coming here with dismal results.

EDIT: I only saw your response now, and thanks for the offer - but I have already decided to move away. Thanks.
 
Sinbad said:
A business ADSL line would be a good start? I assume you're on one of the home uncapped options?
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When ADSL struggles to download a file over http, why would I choose to upgrade the same service offered by that brand? Using that logic, if I buy a 1400 car that that only goes 80km/h - your solution is to go and buy a 1800 of the same brand?

Surely you should maybe first fix the issues with your 1400 car that ridiculously under-performs and that will inspire more confidence for your consumers to upgrade to something better.
 
007-Mike said:
Could you please respond to the following:
1: Why do you not have a toll free or 0861 helpdesk number?
2: Why does your helpdesk always seem to be overloaded and understaffed with long waiting times? Even at 7:45am I am having to wait over 30 minutes. I have never waited for less than 30 mins.
3: Why am I constantly told that http downloads over port 80 off the cloud that are downloading at 5kb/s are due to "slow servers"? Look in the thread and you will see similar complaints of disgustingly slow http downloads.

I have decided to move away, so I'm not interested in PMing you, for the main fact that all your other clients would have to use your helpdesk just like I had to before coming here with dismal results.

EDIT: I only saw your response now, and thanks for the offer - but I have already decided to move away. Thanks.
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Hi Mike

Thanks for engaging with me, and I do appreciate it :)

1. We use a VoIP PABX system, which at present does not allow toll free or sharecall facilities. To my knowledge the rates are less than normal cellphone rates, but we are aware that when a client is on hold for an extended period this can be more costly that we would like. I can assure you that is something which are constantly reviewing to give better value to clients.
2. Certain times are marked by a very high volume of calls and it may just so happen that your query coincides with one of these times. It could be a general network issue, in which case many callers are calling regarding a similar issue. In this case, we try have our website and social media channels updated ASAP to save clients the effort (and cost) of calling us when they can get all the available information through other channels.
3. We previously treated HTTP downloads with the same shaping priority as torrents and peer to peer services, which was not ideal. The idea was to guarantee premium real time services and the give the best priority to downloads we could. However HTTP, we realised, is also a priority service, and we changed the priority settings to allow for much better speeds on this service. I've definitely seen the complaints in that regard come down significantly, and if anyone is still getting 5kbps on an HTTP download, we'll need to look into that and find the cause.

Sorry that you have decided to move away, but as I said, if we can improve your experience (even if it's until you leave us) then we'd really like to do that for you :)

Thanks for taking the time to reply, hope we can talk further here (or in a PM if you'd be more comfortable)
 
007-Mike said:
When ADSL struggles to download a file over http, why would I choose to upgrade the same service offered by that brand? Using that logic, if I buy a 1400 car that that only goes 80km/h - your solution is to go and buy a 1800 of the same brand?

Surely you should maybe first fix the issues with your 1400 car that ridiculously under-performs and that will inspire more confidence for your consumers to upgrade to something better.
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+1
 
jannier said:
How do you get the speed test to work?
I right click on a video and select the speed test option but no results show in the pop up screen.
If I look at the video info while it streams, is runs between 7000kbps and 8500kbps
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To be honest, I can't quite remember if you have to enable it somewhere to log your speeds. When I go to that Url I get that graph. Have always just referred to that, but have forgotten about it for some time.

For me it confirms what I've been experiencing lately. Youtube streaming getting slower for me.
 
kripstoe said:
I really hope IPC improves things (4Mb line).

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Cape Town is *SHOCKING* at the moment. It started slowing down over the weekend and now we're grinding to a halt. Come on Afrihost this is PATHETIC!!!

I can't get faster than 0.9mbps on a 4mbps line:

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And I've hardly downloaded anything this month.
 
Afriman, this is why I have been frustrated over the last few months. I understand torrents are always shaped, but it's 7:30pm. It's not an exchange or Telkom or seeding problem as this has been going on for weeks now. Testing with another ISP's capped account on the same torrent gives me over 100kb/s.

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My torrent is running fine at 40 K on a 1 meg line!
Which is actually slightly down normal would be 60.
 
Yep from somerset West sucks and soz i have not posted much but at the moment 25k download jeeez ????
 
Took two weeks, but my gamersgate games are all DL'd, my 113-game steam library is all there, all my pc's and laptops are updated (windows and Linux boots), androids updated and with it being the 4th of the new month, my usage is at around 70Gb.

Lines have been performing stable, downloads do seesaw between 500/600kb down to 90kb now and then but overall performance is stable.

I'm definitely happy with the service.

Also thanks for the Android app fix, that was very quick in response.

Happy customers don't usually leave feedback because they're happily using their cap on other stuff. The negatives always come on the feedback thread and in turn informs AH what to respond to.

From my experience, their service and mail and, PM and telefone response have all been satisfactory so far.
 

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Question: What kind of priority does a connection to the server at work via a VPN have? Last night I had to finish work at home and had to copy about 16Mb onto the server at work. This was about 19h30. It took almost 30min on my 1Mb line.
 
Sorry if the answer is here but I have been out of the loop a bit, plus the search functionality on these forums frustrate me (I did try).

IPC upgrades: Telkom committed to on or before the 25th of Feb. Is this still the case?
 
jannier said:
How do you get the speed test to work?
I right click on a video and select the speed test option but no results show in the pop up screen.
If I look at the video info while it streams, is runs between 7000kbps and 8500kbps
Click to expand...

I think you need to be signed in to Google/Youtube for it to track your speed - My average download speed since 05/01/13 has been 3.39Mb/s on a 4Mb/s line :D
I must say that there have been 3 negative spikes of 1/1.5 Mb/s in the month though.
 
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