Afrihost Uncapped ADSL Feedback

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Shaping in effect as late as 11 at night? There is something amiss here.

Afriman, does IS provide you with a product which you manage for uncapped ADSL or do they provide Afrihost with backhaul which you then shape and manage?

Perhaps some more insight into Afrihost's current structure and a contrast to what's coming on MTN's side of things might give us users more insight into the current affairs.

I'll request a 1 week mweb trial and compare results. I took leave this week and the slow speeds wasted a lot of my time. When I came to depend on the DSL service it dropped me with less than 1/10th the stated speed despite being well under what I'd consider a high user.
 
i did 27 gigs yesterday :P and that wasnt cause i was aiming for max, just had a few downloads to do. So im not complaining :)
 
How can IS only know after almost 2 weeks that their network is saturated... something is very wrong somewhere...

Either IS has been lying for almost 2 weeks, or AH has not been honest with the cause of the problem. So not being able to disclose the issue, or nor wanting to disclose it. Or utter incompetence by IS. Having dealt with IS in a previous job/life, I know how useless they can be.

I agree that it is unfair to the customer, especially if it's going to drag on for another week.
 
Meh

Davedes said:
I don't understand how it's seems to only be effecting certain Afrihost users??
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This is truly horrid... Problem lies both with afrihost as well as Internet solutions... There's not enough information, as well as not enough valueable information to clients, some of us use our connections to ssh to production boxes to deploy code, and I'm talking about 800kb jar files that don't make the deployment because of this... Don't understand myself how only some users are affected.. I'm in Pretoria and have been experiencing terrible bandwidth since last week already... When something like this happens surely something more than we are working on it will cut it... Disappointed and undeployed....
 
A&SH said:
No it is not (unless you pay IS directly). My agreement for service provision is with Afrihost. It is their issue. I could care less about IS & their (Afrihosts') responses go nowhere near addressing this. These tossers need to learn less about the blame game and more about dedicated customer service provision. Here is the questions you ALL need to ask:
1. Who is my contract with?
2. Am I any clearer to having an answer to my problem? and
3. Are they being honest with us?

My opinion, I believe they are being frugal with the truth.

Edit: Dirk Turpin got hung for less Highway Robbery.
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+1

"I'm sorry that you are still having trouble with the uncapped service.
I can see what I can do in terms of a credit but what I would rather recommend at this stage would be to move to one of our capped packages as we are not sure when the speeds will be increased on the uncapped packages."

feedback from afrihost...
 
VJB 449 said:
Networks deteriorate over a long period, not over night. We are not being told everything...
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It seems they themselves aren't on top of it otherwise we'd hear what the issue is. I wonder if they've switched to MTN yet? Or has that not happened?
 
We are being completely forthcoming with regard to what we know about this issue. I did post earlier suspicions that this was a congestion / IPC issue, but this was only officially confirmed by IS in the last day or so, via our Directors. It is simply not in our best interest to spread false information to deflect the blame.

With regard to questions of our infrastructure with IS, what I can say is that IS manage data provisioning, while we can rate limit throughput on uncapped accounts, we are not doing so to additionally alleviate congestion. We only apply throttle as per our AUP. Throttling one set of users now to give them more bandwidth will just create a new set of unhappy clients. This is purely a case of IS's network not being able to provide enough bandwidth to the various realms on their network.

Our theory of why certain users experience this worse is that it seems to depend on when the session was opened and how much bandwidth was available at the time. This is a working theory which we have not fully tested. We don't have enough access to the inner workings of the network, but it could explain the intermittent results.
 
AfriMan said:
We are being completely forthcoming with regard to what we know about this issue. I did post earlier suspicions that this was a congestion / IPC issue, but this was only officially confirmed by IS in the last day or so, via our Directors. It is simply not in our best interest to spread false information to deflect the blame.

With regard to questions of our infrastructure with IS, what I can say is that IS manage data provisioning, while we can rate limit throughput on uncapped accounts, we are not doing so to additionally alleviate congestion. We only apply throttle as per our AUP. Throttling one set of users now to give them more bandwidth will just create a new set of unhappy clients. This is purely a case of IS's network not being able to provide enough bandwidth to the various realms on their network.

Our theory of why certain users experience this worse is that it seems to depend on when the session was opened and how much bandwidth was available at the time. This is a working theory which we have not fully tested. We don't have enough access to the inner workings of the network, but it could explain the intermittent results.
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Cool. Enough speculation from my side. I'll wait until it's resolved. :cool:
 
Hi Afriman

offtopic here from the current chaos...
will the switch to MTN network give us consumers access to WACS traffic to the UK ?
better latency etc :)
 
@Afriman
I appreciate the feedback and as a customer I sincerely hope this gets sorted soonest.

Considering your 1st venture into uncapped was a disaster of note you would think that you would have learnt from past mistakes but clearly you have not.Furthermore you even came onto this forum and stated that such a disaster would not occur again.Famous last words I am afraid.

Afrihost used to be my favorite ISP but no more.I have cancelled my uncapped account and looking to cancel my capped account as even that is performing miserably.I reckon you guys have a long road ahead of you to restore the trust your loyal customers had in you because in my case it is currently rock bottom!
 
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ajules said:
@Afriman
I appreciate the feedback and as a customer I sincerely hope this gets sorted soonest.

Considering your 1st venture into uncapped was a disaster of note you would think that you would have learnt from past mistakes but clearly you have not.Furthermore you even came onto this forum and stated that such a disaster would not occur again.Famous last words I am afraid.

Afrihost used to be my favorite ISP but no more.I have cancelled my uncapped account and looking to cancel my capped account as even that is performing miserably.I reckon you guys have a long road ahead of you to restore the trust your loyal customers had in you because in my case it is currently rock bottom!
Click to expand...

+1
 
vaalpens said:
Hi Afriman

offtopic here from the current chaos...
will the switch to MTN network give us consumers access to WACS traffic to the UK ?
better latency etc :)
Click to expand...

I'm not sure which cables will be standard and which will be used for redundancies. In fact, all four cables could be employed with fail overs if one cable goes wonky. I'll see what our technical team know about this.
 
ajules said:
@Afriman
I appreciate the feedback and as a customer I sincerely hope this gets sorted soonest.

Considering your 1st venture into uncapped was a disaster of note you would think that you would have learnt from past mistakes but clearly you have not.Furthermore you even came onto this forum and stated that such a disaster would not occur again.Famous last words I am afraid.

Afrihost used to be my favorite ISP but no more.I have cancelled my uncapped account and looking to cancel my capped account as even that is performing miserably.I reckon you guys have a long road ahead of you to restore the trust your loyal customers had in you because in my case it is currently rock bottom!
Click to expand...

Of course you are entitled to your choice and opinion. From my personal perspective, I believe we are learning and continue to do better. When we first introduced Uncapped, we were the ones doing the throttling and we got the numbers and product wrong. In this case, we feel the product is a good one, but our provider has not given us the necessary support to make it work the way it should. But we already anticipated that our client base and bandwidth needs would outgrow IS, hence the move to MTN. It's unfortunate that the breakaway from our current network had to be so painful (and by this I mean it's our clients feeling the pain), but we know that in the long run our loyal clients will be looked after and get the best of what we can offer.
 
Yeah, I think the real trouble here is that IS don't provide enough access to information for their partners. Even the odd forumite on here who doesn't work for an ISP has questions about the infrastructure that few can answer.
 
yep, i agree MyDogHasNoNose, issue is, stuff breaks, sht happens, this is Afrika, but someone has to take ownership and responsibility here, since we as the end users are paying afrihost for a service, that is where our concern should stop, because myself as a individual end user cant take on IS or Seacom, because i am not paying them for anything...
 
@Afriman - it's not lekker to be in the hot seat :D

There is bound to be a couple of hiccups with the switchover from IS to MTN, but I'm sure these will be sorted out quick-quick.
 
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