Afrihost Uncapped ADSL Feedback

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I see telkom.co.za, do.co.za, 8ta.co.za & Telkom API are all offline, Telkom must be busy with something.....

I can't recreate my DSL ports from the Afrihost Client Zone or test my line..... Telkom call center can't recreate ports either.....
 
Raysmith said:
It seems that AH expects their clients to do their work for them - traceroutes here and traceroutes there. Whats the point - surely you believe the complaint. Why keep asking for proof? I have on a couple of occasions been asked for traceroutes from support - just seems like a delaying tactic because there is seldom any follow-up though things do eventually improve only to fail again shortly thereafter. I am near Cape Town and it seems that down here we are getting the 'short end of the stick'!
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I agree. I can see that trace routes and speed tests can be helpful, but that is also the first thing any capable engineer would do to troubleshoot the problem. You know there's a problem, numerous extra traceroutes from people not knowing the network is not going to help, if it is even looked at at al. I surely hope you can test the network yourself without relying on client traceroutes.

You have numerous reports of issues reported by paying clients, yet your network status is still green and "fully operational". You are either saying we are lying, or you are lying to the public.

Your support people are of no help at all, instead passing the buck and hoping the problem will sort itself out. You give excuses and play for time without any real useful feedback, all the time not fixing the issue or fully reporting on what's wrong.

After two days, nothing has changed and Afihost doesn't seem to know why.
 
sparklehorse said:
You have numerous reports of issues reported by paying clients, yet your network status is still green and "fully operational". You are either saying we are lying, or you are lying to the public.

After two days, nothing has changed and Afihost doesn't seem to know why.
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+1000
 
MY ADSL was going weird the whole night. It would work fine, then all of a sudden my modem status would show 'no connection'.
30 seconds later it would be up again. This started around 20:00.
I finally switched to my 1Gig free account and the problem went away.
So definitely not my modem and not Telkom. What gives?

PS. My line was recently upgraded to 4gb so I'm about to upgrade my 2gb ADSL account, or move to another supplier. I'd really like some feedback :)
 
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sparklehorse said:
You have numerous reports of issues reported by paying clients, yet your network status is still green and "fully operational". You are either saying we are lying, or you are lying to the public.
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To the defence of AH support, it's not their call to change the status from green to orange/red/blue/white. As far as I know it's a management call and since the majority (I hope/think) of users is not affected, it doesn't make sense to change it as it will probably just cause a flood of unrelated complaints.

What I would have liked to see is that support at least acknowledge that a some users are affected, especially since I pointed them to this thread when the issue started. But I just got another email asking for another SAIX speedtest.
 
Still not perfect, but seems to be getting better *touch wood*...

2748945553.png
 
Anybody battling to load MyBB pages ?
Especially this one?
Oh Cape Town IOL is fine.
 
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kripstoe said:
To the defence of AH support, it's not their call to change the status from green to orange/red/blue/white. As far as I know it's a management call and since the majority (I hope/think) of users is not affected, it doesn't make sense to change it as it will probably just cause a flood of unrelated complaints.

What I would have liked to see is that support at least acknowledge that a some users are affected, especially since I pointed them to this thread when the issue started. But I just got another email asking for another SAIX speedtest.
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"since the majority (I hope/think) of users is not affected"
I think that a lot of users are affected but, like me, have just given up posting their problems or contacting support as we see basically the same 'soldiers' fighting the fight for us on this forum and the same excuses and 'blame game' from AH. I really don't understand what is going on but when I switched to you a couple of years ago things worked like clockwork with minimal problems and then you decided to change everything - no doubt to increase profits. It really seems that your network can't handle the extra traffic brought about by all your new clients that you have attracted with your advertising of an 'awesome experience' promise and the gimmicky prizes that you offer from time to time. My humble suggestion is that you get engineers that can constantly monitor your network and competently fix any problems pronto. Also don't take on any new clients, (can see management passing out at this thought) until your network is sorted out and your current faithful users get the 'awsome experience'!!
 
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Raysmith said:
"since the majority (I hope/think) of users is not affected" I think that a lot of users are affected but, like me, have just given up posting their problems or contacting support as we see basically the same 'soldiers' fighting the fight for us on this forum and the same excuses and 'blame game' from AH. I really don't understand what is going on but when I switched to you a couple of years ago things worked like clockwork with minimal problems and then you decided to change everything - no doubt to increase profits. It really seems that your network can't handle the extra traffic brought about by all your new clients that you have attracted with your advertising of an 'awesome experience' promises and the gimmicky prizes that you offer from time to time. My humble suggestion is that you get engineers that can can constantly monitor your network and competently fix any problems pronto. Also don't take on any new clients, (can see management passing out at this thought) until your network is sorted out and your current faithful users get the 'awsome experience'!!
Click to expand...

+1000
 
kripstoe said:
To the defence of AH support, it's not their call to change the status from green to orange/red/blue/white. As far as I know it's a management call and since the majority (I hope/think) of users is not affected, it doesn't make sense to change it as it will probably just cause a flood of unrelated complaints.

What I would have liked to see is that support at least acknowledge that a some users are affected, especially since I pointed them to this thread when the issue started. But I just got another email asking for another SAIX speedtest.
Click to expand...


Well then i guess it's a good as place as any to suggest a new feature on their website. Simply show us (account holders) a little dashboard with indicators of user reports. Maybe even give us all a button to click when things are good/bad/slow/intermittend. It does not actually have to turn into a "support ticket" , just some data aggregation. Sometimes the speeds are slow, but not everyone is going to log a ticket , most people will just grumble and hope for better the next day. So just having some quick buttons to indicate our displeasure would go a long way into creating a trend and making it visible.

And yes, alot of the issues might be a user's own modem,telkom line, cat chewing the cable, whatever (a big reason why alot of users probably don't log tickets initially)....it would still be a good gauge of the % of customers not satisfied with their internet connections.

Afrihost management can then still have their little green/orange/red light thingy which are based on upstream/technical reports from their various service providers.

This is what they call Business Intelligence. You want your customers to interact with you? Well there you go.
 
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diabolus said:
Well then i guess it's a good as place as any to suggest a new feature on their website. Simply show us (account holders) a little dashboard with indicators of user reports. Maybe even give us all a button to click when things are good/bad/slow/intermittend. It does not actually have to turn into a "support ticket" , just some data aggregation. Sometimes the speeds are slow, but not everyone is going to log a ticket , most people will just grumble and hope for better the next day. So just having some quick buttons to indicate our displeasure would go a long way into creating a trend and making it visible.

And yes, alot of the issues might be a user's own modem,telkom line, cat chewing the cable, whatever (a big reason why alot of users probably don't log tickets initially)....it would still be a good gauge of the % of customers not satisfied with their internet connections.

Afrihost management can then still have their little green/orange/red light thingy which are based on upstream/technical reports from their various service providers.

This is what they call Business Intelligence. You want your customers to interact with you? Well there you go.
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+10000

Brilliant idea :)
 
We're still testing to find what could be behind the streaming and gaming issues in the Cape. To be honest, we're not having much luck recreating the symptoms so that we can diagnose the issue fully.

This is not at all to say that we don't believe that there is an issue, and that we don't take it seriously. However, with regard to changing the network status, we have to weigh up the measured impact and whether it warrants changing. The idea is inform clients of possible issues and impact to them. It is a management decision ultimately.

We are taking this seriously and we are using every means possible to locate the cause :(
 
diabolus said:
Well then i guess it's a good as place as any to suggest a new feature on their website. Simply show us (account holders) a little dashboard with indicators of user reports. Maybe even give us all a button to click when things are good/bad/slow/intermittend. It does not actually have to turn into a "support ticket" , just some data aggregation. Sometimes the speeds are slow, but not everyone is going to log a ticket , most people will just grumble and hope for better the next day. So just having some quick buttons to indicate our displeasure would go a long way into creating a trend and making it visible.

And yes, alot of the issues might be a user's own modem,telkom line, cat chewing the cable, whatever (a big reason why alot of users probably don't log tickets initially)....it would still be a good gauge of the % of customers not satisfied with their internet connections.

Afrihost management can then still have their little green/orange/red light thingy which are based on upstream/technical reports from their various service providers.

This is what they call Business Intelligence. You want your customers to interact with you? Well there you go.
Click to expand...

Brilliant idea.
 
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