Afrihost Uncapped DSL Feedback

AfriFella

AfriFella

Afrihost
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Hey guys, welcome to the dedicated Afrihost Uncapped DSL feedback thread! :D

We're testing a new dedicated Afrihost Support Forum in and attempt to better manage, respond to and consolidate your feedback.

Similar to the old "New Network Feedback Thread", we'll be encouraging feedback on our DSL network right here. We've decided to split it up into a Capped DSL feedback thread and an Uncapped DSL feedback thread, because we know that the needs, priorities and complaints from clients in each camp are slightly different and we'd like you to be able to compare your experience with others as well as report back on your individual experience in a fair space.

If you have any problems or complaints regarding service, your account, line issues or any other support related query (Hosting included), we'd like to encourage you to start a new thread in this sub-forum and we'll tackle it right away. The whole idea is to provide you with the best forum support possible! :)

On that note, please check out our Community Guidelines to make this a safe space for everyone!

Welcome to the Afrihost Support Forum!
 
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Some constructive feedback. Learn to read after you copy and paste from the Capped thread to the Uncapped thread. :p
 
OomD said:
Some constructive feedback. Learn to read after you copy and paste from the Capped thread to the Uncapped thread. :p
Click to expand...

Hehe thanks for your feedback. :) I used the same copy for both DSL threads, because they're, well, pretty similar. You'll notice that I mixed it up with the others, though.

Any constructive feedback on your uncapped account? :p

**Gotcha :crylaugh:
 
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AfriFella said:
...Any constructive feedback on your uncapped account? :p
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Nope. Been working fine for a very long time, and no reason to doubt it will continue to work perfectly for a long time to come. And this is how it should be. :o
 
OomD said:
Nope. Been working fine for a very long time, and no reason to doubt it will continue to work perfectly for a long time to come. And this is how it should be. :o
Click to expand...

That's really great to hear! :D
 
So my line died on 15 Jan and I logged a fault, eventually the fault was logged with Telkom and a technician came out and said everything is fine on my side they will have to investigate the cables. Since then my line came on about 3 times for a couple hours at most but syncing at 1/4 of my 2mb linespeed.

I have requested an update on 26 Jan and again on 29 Jan. Would like to know what the status is as I am racking up crazy 3G bills to be able to keep working
 
PearlJam said:
So my line died on 15 Jan and I logged a fault, eventually the fault was logged with Telkom and a technician came out and said everything is fine on my side they will have to investigate the cables. Since then my line came on about 3 times for a couple hours at most but syncing at 1/4 of my 2mb linespeed.

I have requested an update on 26 Jan and again on 29 Jan. Would like to know what the status is as I am racking up crazy 3G bills to be able to keep working
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Wow, that's a really long time to be offline. :( Please feel free to PM me your account details and your fault reference number and I'll look into this for you.
 
So the line connected last night at 2mb which was great. Thanks! This morning however it is back to 300kbps. Which I suppose is better than being totally offline
 
PearlJam said:
So the line connected last night at 2mb which was great. Thanks! This morning however it is back to 300kbps. Which I suppose is better than being totally offline
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:(

I'll get your details from AfriFella and I'll see if we can get an update.
 
Hi AfriFella

My line was down since Monday at 10am. My line syncs and all but does not connect to the exchange. Phoned your support team and they say it's a Telkom fault. Phoned Telkom and they say it's Afrohost fault. So this went on even today playing tennis with you guys. Anyways Afrihost says my line went into the holding pool and that was a mistake from your side. They fixed that and say my line will be up after 20min...Guess what! It's been 6 hours no luck phoned again to Afrihost and they say now it's been suspended by Telkom. All my accounts are up-to-date. Can you check what then issue is. Your help would be appreciated.

Thanks
 
thebarret said:
Hi AfriFella

My line was down since Monday at 10am. My line syncs and all but does not connect to the exchange. Phoned your support team and they say it's a Telkom fault. Phoned Telkom and they say it's Afrohost fault. So this went on even today playing tennis with you guys. Anyways Afrihost says my line went into the holding pool and that was a mistake from your side. They fixed that and say my line will be up after 20min...Guess what! It's been 6 hours no luck phoned again to Afrihost and they say now it's been suspended by Telkom. All my accounts are up-to-date. Can you check what then issue is. Your help would be appreciated.

Thanks
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Good evening! :) This does seem like a bit of a "back and forth" situation. :( I'm happy to look into what's going on here. Please PM me your details.
 
Mr Afrifaila

Please, I am going to try one last time to get a problem solved and hopefully we can get it right.

So .... my line is poked.
You have my line.


AH gave me the run around since last year.

When I posted on the forum and showed you the facts, FINALLY someone did something .... claiming THEY had found and outstanding ticket (despite there being about 10 and these have been posted on this forum numerous times)
I was told that its all Telkoms fault and will be sorted.

Telkom shoulda sorted things ,,, but dont worry it will get done.

Well that ended up in my line syncing at 56k dial up speed.

When I made AH aware of that we went back to the old routine of
Kindly note that I have done a line reset and the synced rate has been pushed to 3.3Mbps. Please re-run the test and advise if the performance has improved.

Thanks

Have a great day and please let me know if I can help with anything else!
Click to expand...

RUBBISH

The line used to sync at over 4megs and I got line speeds of 3.7megs.

When we dropped I complained ... you need to fix it.

I have given you the proof.

I have given you the stats.

Your guys know the issue ... we have discussed it over the phone, over e-mail, over support on line and on this forum.


PLEASE DUDE - READ YOUR OWN POSTS AND MAILS
PLEASE CAN WE SORT THIS OUT AND STOP THE BS!!

you guys can do a good job please help me here and stop the nonsense
 
TEXTILE GUY said:
Mr Afrifaila

Please, I am going to try one last time to get a problem solved and hopefully we can get it right.

So .... my line is poked.
You have my line.


AH gave me the run around since last year.

When I posted on the forum and showed you the facts, FINALLY someone did something .... claiming THEY had found and outstanding ticket (despite there being about 10 and these have been posted on this forum numerous times)
I was told that its all Telkoms fault and will be sorted.

Telkom shoulda sorted things ,,, but dont worry it will get done.

Well that ended up in my line syncing at 56k dial up speed.

When I made AH aware of that we went back to the old routine of


RUBBISH

The line used to sync at over 4megs and I got line speeds of 3.7megs.

When we dropped I complained ... you need to fix it.

I have given you the proof.

I have given you the stats.

Your guys know the issue ... we have discussed it over the phone, over e-mail, over support on line and on this forum.


PLEASE DUDE - READ YOUR OWN POSTS AND MAILS
PLEASE CAN WE SORT THIS OUT AND STOP THE BS!!

you guys can do a good job please help me here and stop the nonsense
Click to expand...

Hope you're learning your lesson as to why you don't keep your line with an ISP when there are problems.
 
wingnut771 said:
Hope you're learning your lesson as to why you don't keep your line with an ISP when there are problems.
Click to expand...

Tell you what I have learned.... at AH the left hand doesnt know what the right is doing.

I cannot begin to explain my frustration with these turkeys.
 
TEXTILE GUY said:
Tell you what I have learned.... at AH the left hand doesnt know what the right is doing.

I cannot begin to explain my frustration with these turkeys.
Click to expand...

The lesson is - deal with Telkom yourself, you can do a better job - you don't even have to phone them, just log it online.
 
TEXTILE GUY said:
snip
Click to expand...

I totally get that you are upset, but I think it's fair to say that when you've come to us we've always helped you in the past, whether it's directly or via our Critical Care team. I really don't see the necessity of the type of message you posted here. A quick note asking for help or a PM would suffice.

So, by all means, please drop me a PM, and we'll see what can be done to get this sorted out for you :)
 
AfriMan said:
I totally get that you are upset, but I think it's fair to say that when you've come to us we've always helped you in the past, whether it's directly or via our Critical Care team. I really don't see the necessity of the type of message you posted here. A quick note asking for help or a PM would suffice.

So, by all means, please drop me a PM, and we'll see what can be done to get this sorted out for you :)
Click to expand...

With respect ...

The issue has been ongoing for over two months.

The message from customer support is quite different to the message from your lines support and telephonic support.

I dont know what you are doing to resolve the issue other than what I am given as feedback.
When the same feedback is given time after time, it indeed heightens frustration.

Again - with respect, I have had no issue paying for a service where I have received only 50% of what I have paid for. I fully understand that AH is doing its best with regards to Telkom. I thank you for that.

I have copious mails and have called in, at my cost numerous times.

When I get a response that says wait 48 hours and relook - I am happy to wait 48 hours. After 36 hours, when the line has been syncing at 56k and with no information as to why - please understand that I need to find avenues to resolve my problem.
I followed the instructions I was given, and the result took me back to where I started. Would this not frustrate you?

The reason I use this forum is because - again with respect - it seems to be most effective way to get my issues resolved.
I have posted - PM'd emailed, phoned, used Clientzone et al - the problem persists.

If I have upset or offended anyone - please accept my humblest apologies.
I shall no longer post on this forum nor share my experiences about the problems I face in the interest of the customer supplier relationship between me and my service provider viz. Afrihost. I have no intention of looking for an alternate ISP and if anything - sing your praises more often than complain about issues.

I would want that we have a good relationship rather than ball throwing online - as I am sure you do.

However - at the end of the day - I have a problem that needs to be resolved and the communication is problematic.
If I simply wait and do nothing, nothing will happen as evidenced by the history of correspondence on this issue.

I trust you see my perspective and hope that the comments I make will assist you to better your customer communication.

Again - I offer my humblest apologies, and hope for a speedy resolution to my issue.

I think the saying goes .... have an awesome day.
 
TEXTILE GUY said:
With respect ...

The issue has been ongoing for over two months.

The message from customer support is quite different to the message from your lines support and telephonic support.

I dont know what you are doing to resolve the issue other than what I am given as feedback.
When the same feedback is given time after time, it indeed heightens frustration.

Again - with respect, I have had no issue paying for a service where I have received only 50% of what I have paid for. I fully understand that AH is doing its best with regards to Telkom. I thank you for that.

I have copious mails and have called in, at my cost numerous times.

When I get a response that says wait 48 hours and relook - I am happy to wait 48 hours. After 36 hours, when the line has been syncing at 56k and with no information as to why - please understand that I need to find avenues to resolve my problem.
I followed the instructions I was given, and the result took me back to where I started. Would this not frustrate you?

The reason I use this forum is because - again with respect - it seems to be most effective way to get my issues resolved.
I have posted - PM'd emailed, phoned, used Clientzone et al - the problem persists.

If I have upset or offended anyone - please accept my humblest apologies.
I shall no longer post on this forum nor share my experiences about the problems I face in the interest of the customer supplier relationship between me and my service provider viz. Afrihost. I have no intention of looking for an alternate ISP and if anything - sing your praises more often than complain about issues.

I would want that we have a good relationship rather than ball throwing online - as I am sure you do.

However - at the end of the day - I have a problem that needs to be resolved and the communication is problematic.
If I simply wait and do nothing, nothing will happen as evidenced by the history of correspondence on this issue.

I trust you see my perspective and hope that the comments I make will assist you to better your customer communication.

Again - I offer my humblest apologies, and hope for a speedy resolution to my issue.

I think the saying goes .... have an awesome day.
Click to expand...

I understand your frustration... But you know that I logged the fault for you on the 27th of January. :( If you wanted an updated you just had to PM or ask here. There was already a pending escalation for your fault.

Our Team basically started the troubleshooting process from the beginning in your ticket, the next step would have been to log a fault with Telkom.

If I can make a suggestion, let me be your main point of contact for your fault, I'll handle all of the escalations and updates for you and make sure that the fault is resolved by Telkom as quickly as possible.
 
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