Afrihost Uncapped ADSL Feedback

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For the last few weeks my 4mb account has been running between 1 - 2mb, now after the guy from Afrihost reset the ports, my line is running at a blistering 512kb.

Afrihost says there is nothing wrong with my account on their side, and Telkom was here a few weeks ago, and according to them there is nothing wrong on the Telkom side.

I am a patient guy, but paying close to R1k a month for 512kb - 1 mb speeds is just not on.

*EDIT* And just as I finished typing this, my dl's are jumping from 101kb/s to 202kb/s, then down to 101kb/s and then back up to 202kb/s, etc,etc,etc.....

[URL=http://www.speedtest.net][/URL]
 
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I know some users are still getting slow speeds, and we truly apologise for this. We'll need to troubleshoot with each individual case to make sure that it's not throttle, line sync or other issues at play, but we also know that bandwidth usage is still spiking.

I don't know if this is still a case of not enough IPC, but I am pretty sure that if it is, we'll be on MTN before anything will happen in that regard. So please be patient we'll do everything we can, but we'll be moving onto a network with significantly more capacity very soon.
 
AfriMan said:
I know some users are still getting slow speeds, and we truly apologise for this. We'll need to troubleshoot with each individual case to make sure that it's not throttle, line sync or other issues at play, but we also know that bandwidth usage is still spiking.

I don't know if this is still a case of not enough IPC, but I am pretty sure that if it is, we'll be on MTN before anything will happen in that regard. So please be patient we'll do everything we can, but we'll be moving onto a network with significantly more capacity very soon.
Click to expand...

Well, I guess then there nothing more to it, than just wait.
I really hope it gets sorted soon though.
 
My AWESOME 4MB line tonight. SO sick of this crap.

2219100940.png
 
Pathetic service from Afrihost.

This is what I get from Afrihost (Shingirai - Afriho...):

Hi - ,

Thank you for your mail.
Click to expand...

No my name was not removed, this is a verbatim copy. Hi -, awesome, looking forward to this reply already.

Could you kindly provide us with some stats from your tests; so we can better troubleshot this problem:

1: we need a line speed test; this can be accessed through http://www.saix.net/

2: we need a download speed test; [if you use another ISP too; you may send us both results]
This can be tested through http://www.saix.net/
[If you test another ISP as well; kindly ensure that you test both ISP's to the same location

3: A 30 second ping test to the address that you are experiencing slow speeds:
from a command line; run the following command:
ping -t www.address.co.za
{change www.address.co.za to the address where you are getting slow speeds}

***This can also be achieved through http://www.pingtest.net/

4: A trace route test to the latter:
from a command line; run the following command:
tracert www.address.co.za
{change www.address.co.za to the address where you are getting slow speeds}

If you could kindly send us these results; as well as advise what service / protocol you use for your downloads.

Thanks in advance; we thrive to improve our ADSL service & speeds.


Afrihost.com
Pure Internet Joy!

Please visit your Afrihost Client Zone, https://clientzone.afrihost.com to activate your account, update your details, make changes to your account and packages and much much more.
Click to expand...

This reply 5 hours after I lodged a complaint.

You know what this message says to me Afrihost?

I don't care about you customer. You do all this work, I'm not going to check anything on your line. One day maybe I'll get around to looking into it.

Well for the record, I'll paste my results here:

Speed test using the Afrihost account:
2219086722.png

2219093494.png


Speed test using Cybersmart account:
2219113576.png

2219115599.png


The speed is slow regardless of the address I connect to.

But let me take my favourite example thus far:
ftp://ftp-test.telkomadsl.co.za/64Meg-test.file

Afrihost uncapped: 15kb/s
Cybersmart: 210kb/s

Why are we being treated like it is a privilege to be an Afrihost customer?
 
We definitely care about our clients, and it looks like the the response you got was not our best work. We'll need to have a chat with the agent concerned and make sure that he puts more care into his responses in future.

From the results you're posting, your ping and upload seem fine, so the speeds could be due to throttle or congestion, so I would need to have your account specifics to check this out.

Please send me a PM so I can see what I can do to help :)
 
Thanks to Afriman for responding quickly. To wrap this up:

My line was being throttled (to 512kb/s) for excessive usage (approx 200-240GB last month I think).

Just wish that it were easier to determine that the line is throttled (ClientZone, hint hint) or that the support team could actually check that before asking me to carry out a 4 step test plan.
 
Gnome said:
Thanks to Afriman for responding quickly. To wrap this up:

My line was being throttled (to 512kb/s) for excessive usage (approx 200-240GB last month I think).

Just wish that it were easier to determine that the line is throttled (ClientZone, hint hint) or that the support team could actually check that before asking me to carry out a 4 step test plan.
Click to expand...

I've passed the support response to our QA and Support management - looks like more training is needed for the agent in question :(
 
AfriMan said:
We definitely care about our clients, and it looks like the the response you got was not our best work. We'll need to have a chat with the agent concerned and make sure that he puts more care into his responses in future.

From the results you're posting, your ping and upload seem fine, so the speeds could be due to throttle or congestion, so I would need to have your account specifics to check this out.

Please send me a PM so I can see what I can do to help :)
Click to expand...

Please have a look at my line... It has been disconnecting every night at about 01h00 then I have to reboot the router to get conne
 
vaalpens said:
still half line speed here on http/ftp , only used 48gb in september...
Click to expand...

I just spent 25mins on the phone to have the man tell me that I went over the window limit by doing 50gb... ?????????

They said that the throttle has now been lifted, yet I am still getting k*k speeds. I really will cancel if they don't get it fixed now.
 
jackshiels said:
I just spent 25mins on the phone to have the man tell me that I went over the window limit by doing 50gb... ?????????

They said that the throttle has now been lifted, yet I am still getting k*k speeds. I really will cancel if they don't get it fixed now.
Click to expand...



hey guys, dont cancel, it will all improve, just hold on indefinitely , no need to flood to my new isp :)
 
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