Afrihost Uncapped ADSL Feedback

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marchant said:
My line got resolved about 2 weeks ago, but every Sunday my line is useless...

This is the average I get EVERY Sunday on my 2Mbs uncapped, and then Monday to Saturday it's fine:

http://www.speedtest.net/result/2226923999.png
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That is very strange because I am also getting it every single Sunday. It's like the exchange gets congested and the first hop is horrible when doing a traceroute. Monday comes, and it's back to normal. I'm not with AfriHost anymore, but it happens with any ISP I try on a Sunday.

Also in Durbanville.
 
2227075836.png



Once again, useless connection. I am planning on cancelling my account. Can't do this crap every 2nd night. Over it.
 
Grimspoon said:
2227075836.png



Once again, useless connection. I am planning on cancelling my account. Can't do this crap every 2nd night. Over it.
Click to expand...

My account has been like a yo-yo since the start if the issues about three weeks ago, sometimes will work fine and other times it's useless and it doesn't seem to correlate with when the network should be strained.

Such a pity because I was very impressed with my account for the first 2 - 3 months before this.
 
I have had a bag experience with Afrihost and have PM'ed AfriMan to see if he can perhaps help me out since there customer support doesn't seem to want me...
 
Hey Afriman,

Your support department has now been trying to get my internet connection working normally since Wednesday. So far I've had one guy "reset my account" and "resync the line". Someone else later then "recreated my DSL line". None of this helped. In the end, I spoke to a third guy who did all of those things over again, which also didn't fix my line. That phone call ended with the Afrihost support guy promising to call me back. He never did.

Now, I mentioned earlier that I had a lot of problems when getting my ADSL line set up in the first place. This unfortunately involved a fair amount of calls to Afrihost support. During many of those calls, I got told that the support guy had to talk to Telkom first, and then he would call me back. Out of the now _5_ times someone from Afrihost support has promised to call me back, I've been called back exactly _0_ times. I mean, I could _maybe_ understand a fluke if one supporter failed, but to 5 times be promised that they would call back and to be called back exactly 0 times tells me there is something bigger wrong with Afrihost support. Afriman, you might want to go and talk to your superiors who can then tell the boss of your support department that he needs to make it perfectly clear to the support people that if they promise to call a customer back, _they have to call the customer back_. Nothing tells me "****ty service" as being promised to be called back and then nothing more ever happens.
 
Hi Guys

Sorry I haven't had a chance to get to everyone's PM's and posts this weekend as I've been away :(

Will try to respond to everything I can, but also please PM me if I miss out any important queries or issues.

Some good news, the rAge vouchers for Uncapped which we gave out this weekend were all running on the MTN network, and so far we've had a pretty good general response. Speeds are good, and we're busy tweaking the shaping to give the best (and most fair) overall performance from the user perspective. Really looks good for Afrihost clients in the near future :)
 
AfriMan said:
Hi Guys

Sorry I haven't had a chance to get to everyone's PM's and posts this weekend as I've been away :(

Will try to respond to everything I can, but also please PM me if I miss out any important queries or issues.

Some good news, the rAge vouchers for Uncapped which we gave out this weekend were all running on the MTN network, and so far we've had a pretty good general response. Speeds are good, and we're busy tweaking the shaping to give the best (and most fair) overall performance from the user perspective. Really looks good for Afrihost clients in the near future :)
Click to expand...


Well when can we expect to see the move over to MTN. At this rate I am considering cancelling my Afrihost account.
 
new_in_za2 said:
Hey Afriman,

Your support department has now been trying to get my internet connection working normally since Wednesday. So far I've had one guy "reset my account" and "resync the line". Someone else later then "recreated my DSL line". None of this helped. In the end, I spoke to a third guy who did all of those things over again, which also didn't fix my line. That phone call ended with the Afrihost support guy promising to call me back. He never did.

Now, I mentioned earlier that I had a lot of problems when getting my ADSL line set up in the first place. This unfortunately involved a fair amount of calls to Afrihost support. During many of those calls, I got told that the support guy had to talk to Telkom first, and then he would call me back. Out of the now _5_ times someone from Afrihost support has promised to call me back, I've been called back exactly _0_ times. I mean, I could _maybe_ understand a fluke if one supporter failed, but to 5 times be promised that they would call back and to be called back exactly 0 times tells me there is something bigger wrong with Afrihost support. Afriman, you might want to go and talk to your superiors who can then tell the boss of your support department that he needs to make it perfectly clear to the support people that if they promise to call a customer back, _they have to call the customer back_. Nothing tells me "****ty service" as being promised to be called back and then nothing more ever happens.
Click to expand...

I'm not sure what to say, it certainly does seem like you are getting poor (and understandably frustrating) service from the consultants you dealt. I totally understand that it is unpleasant to be promised a callback and not to receive one. I have already sent your feedback on to our General Manager and Quality Assurance Manager, but I'd would definitely like to get some more detail so that we can firstly make sure you can get the help you require, and also so we can identify if our poor service is due to a lack of training.

Please PM me when you can so that we can take a look.
 
AfriMan, dude, seriously... When can we expect this migration to MTN to be concluded?

I moved back to you from MWeb after a 6 week period with them during which I couldn't play a 360p Youtube video without it buffering constantly - and that on a 4meg line. Against my better judgement I not only returned to Afrihost, but also decided to move my DSL line to you in order to take advantage of your bundled offer.

Today I can't even load the ****ing Youtube front page! Come on, man; sort your **** out. This isn't on.
 
HapticSimian said:
AfriMan, dude, seriously... When can we expect this migration to MTN to be concluded?

I moved back to you from MWeb after a 6 week period with them during which I couldn't play a 360p Youtube video without it buffering constantly - and that on a 4meg line. Against my better judgement I not only returned to Afrihost, but also decided to move my DSL line to you in order to take advantage of your bundled offer.

Today I can't even load the ****ing Youtube front page! Come on, man; sort your **** out. This isn't on.
Click to expand...

We haven't started the official move of client accounts yet, but we will do so very soon, I just can't officially give a dat due to legal and contractual constraints with our current provider. Please be assured that we are proceeding as quickly as we can, whilst taking all the necessary precautions to ensure that the move is smooth, and controlled in a manner that minimises further technical frustrations for our clients.
 
AfriMan said:
We haven't started the official move of client accounts yet, but we will do so very soon, I just can't officially give a dat due to legal and contractual constraints with our current provider. Please be assured that we are proceeding as quickly as we can, whilst taking all the necessary precautions to ensure that the move is smooth, and controlled in a manner that minimises further technical frustrations for our clients.
Click to expand...

Thanks for taking a moment to respond to my bit of a rant.

Whilst I respect and understand that you've got to work within certain constraints, I don't think you have to be concerned with '[minimising] further technical frustrations for our clients'. It took 5 attempts to get the reply box to pop up in order to post this, and Loki only knows how many more it'll take to get it posted. I don't see how it can get much more frustrating.

I'll always have regard for Afrihost as having truly started the march towards (more) affordable DSL for all, but man... disappointment sure does taste bitter.

*edit*

12. Twelve attempts and a router reboot to get this posted. :( To charge money for the 'service' you are currently providing is, frankly, immoral.
 
HapticSimian said:
Thanks for taking a moment to respond to my bit of a rant.

Whilst I respect and understand that you've got to work within certain constraints, I don't think you have to be concerned with '[minimising] further technical frustrations for our clients'. It took 5 attempts to get the reply box to pop up in order to post this, and Loki only knows how many more it'll take to get it posted. I don't see how it can get much more frustrating.

I'll always have regard for Afrihost as having truly started the march towards (more) affordable DSL for all, but man... disappointment sure does taste bitter.

*edit*

12. Twelve attempts and a router reboot to get this posted. :( To charge money for the 'service' you are currently providing is, frankly, immoral.
Click to expand...

In the same boat as you. Feeling VERY frustrated at the moment.
 
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