Afrihost Uncapped DSL Feedback

Since Monday there were approx 11 posts between us, but I have not yet had any specific feedback on what is going on and what my expectation should be in terms of timelines, etc.

I would really just like to know what is going on and when to expect the line to be working again. I keep on buying small 3g bundles expecting to get online, but in the end it works out quite a bit compared to if I just knew I should buy bulk. It is coming up to 3 weeks now without ADSL
 
PearlJam said:
Since Monday there were approx 11 posts between us, but I have not yet had any specific feedback on what is going on and what my expectation should be in terms of timelines, etc.

I would really just like to know what is going on and when to expect the line to be working again. I keep on buying small 3g bundles expecting to get online, but in the end it works out quite a bit compared to if I just knew I should buy bulk. It is coming up to 3 weeks now without ADSL
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I totally understand your difficulty here, and I wish we could give firm commitments in terms of line faults. The problem is that it's really in Telkom's hands, so it's impossible to give that commitment. However, we monitor the progress of the fault and I promise we do our best to have the fault resolved in the shortest possible time by chasing up Telkom constantly.
 
AfriMan said:
I totally understand your difficulty here, and I wish we could give firm commitments in terms of line faults. The problem is that it's really in Telkom's hands, so it's impossible to give that commitment. However, we monitor the progress of the fault and I promise we do our best to have the fault resolved in the shortest possible time by chasing up Telkom constantly.
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I don't expect commitments, just actual updates and guesstimated timeframes where possible. So is there no-one at Telkom that actually can tell you what they are busy doing? Is it just a question of sending an automated update email to them and they don't respond?
 
PearlJam said:
I don't expect commitments, just actual updates and guesstimated timeframes where possible. So is there no-one at Telkom that actually can tell you what they are busy doing? Is it just a question of sending an automated update email to them and they don't respond?
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We do receive regular updates from Telkom, for example when they've assigned a Technician to the fault, but they rarely give us a definitely ETA for the Tech.
 
AfriGenie said:
We do receive regular updates from Telkom, for example when they've assigned a Technician to the fault, but they rarely give us a definitely ETA for the Tech.
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And in an instance where a tech was assigned more than 2 weeks ago, don't they give updates to indicate what they are doing? Is there someone that can actually speak to us and give us an idea as to the exact reason why I am off for 3 weeks and what specifically the tech is spending his time on today to fix the issue?
 
PearlJam said:
And in an instance where a tech was assigned more than 2 weeks ago, don't they give updates to indicate what they are doing? Is there someone that can actually speak to us and give us an idea as to the exact reason why I am off for 3 weeks and what specifically the tech is spending his time on today to fix the issue?
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I've had a Telkom Tech assigned to my No Service Fault for a few weeks as well. Each Tech receives a number of work orders then they work through them, so there is no real way for us to say when a tech will get to a specific order. :(
 
AfriGenie said:
I've had a Telkom Tech assigned to my No Service Fault for a few weeks as well. Each Tech receives a number of work orders then they work through them, so there is no real way for us to say when a tech will get to a specific order. :(
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In other words, we can follow up as much as we want to it won't change the outcome or speed up the process.
 
PearlJam said:
In other words, we can follow up as much as we want to it won't change the outcome or speed up the process.
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The escalation process is meant to prioritize faults that need to be addressed as quickly as possible, but during times where the techs have high workloads it does mean that we won't be able to get a specific ETR.
 
One thing I have noted before and I will note again. The Afrihost Critical Care team are JACKED !! Those guys know what they fsck they are doing. The normal support guys are pretty average to sub-par lately. I don't know what happened but I never had to escalate to critical care before, the support was always sharp. It slowly took a ride on a scooter down the road. Haven't had any issues lately after the CritCare team handled my issues.

Kudo's on the CritCare team. They need to teach the normal support guys a thing or three.
 
WickedMONK3Y said:
One thing I have noted before and I will note again. The Afrihost Critical Care team are JACKED !! Those guys know what they fsck they are doing. The normal support guys are pretty average to sub-par lately. I don't know what happened but I never had to escalate to critical care before, the support was always sharp. It slowly took a ride on a scooter down the road. Haven't had any issues lately after the CritCare team handled my issues.

Kudo's on the CritCare team. They need to teach the normal support guys a thing or three.
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Hehe, thanks for the shout out to our CC Team. :) I agree that they are JACKED! That is the reason they exist. :)

As for our Support Team, I truly believe that they are just as jacked. We really do spend a lot of time training new personnel and making sure that everyone is up to the same standard. I'm sorry to hear that you've had a poor experience with Support in the past, but I can assure you that this is not the norm. :) Shout if you ever need me to chase something up for you, though!
 
I have a home uncapped data and line with afrihost and when I get home uncapped throttled, my ping goes from 40ms to about 180ms and I don't see why that would happen.

I get speeds of 1.3Mb/s on a 4Mb/s line which is absolutely ridiculous. these speeds aren't from speedtest, when I watch videos or streams I get throttled on them which, according to the FUP, is not what is supposed to happen.

Afrihost said they throttle download protocols only and yet I get increased latency and heavily throttled. I don't mind the throttle but it should be 2Mb/s not 1.3Mb/s when throttled.

According the Clientzone, it is 100% Realtime speeds.. what bull****.
 
WickedMONK3Y said:
One thing I have noted before and I will note again. The Afrihost Critical Care team are JACKED !! Those guys know what they fsck they are doing. The normal support guys are pretty average to sub-par lately. I don't know what happened but I never had to escalate to critical care before, the support was always sharp. It slowly took a ride on a scooter down the road. Haven't had any issues lately after the CritCare team handled my issues.

Kudo's on the CritCare team. They need to teach the normal support guys a thing or three.
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+1

The dudes have mailed me, the fault with line has been located, just need a Telkom crew to sort it and off I go ....

Fan bleeeeding tastic.


Thanks all involved!!!
 
FrostzZA said:
I have a home uncapped data and line with afrihost and when I get home uncapped throttled, my ping goes from 40ms to about 180ms and I don't see why that would happen.

I get speeds of 1.3Mb/s on a 4Mb/s line which is absolutely ridiculous. these speeds aren't from speedtest, when I watch videos or streams I get throttled on them which, according to the FUP, is not what is supposed to happen.

Afrihost said they throttle download protocols only and yet I get increased latency and heavily throttled. I don't mind the throttle but it should be 2Mb/s not 1.3Mb/s when throttled.

According the Clientzone, it is 100% Realtime speeds.. what bull****.
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The throttling will affect your entire connetion. What's your normal usage? It may be worth looking at Premium Uncapped or even a Capped account.
 
AfriGenie said:
The throttling will affect your entire connetion. What's your normal usage? It may be worth looking at Premium Uncapped or even a Capped account.
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Then why does the site say it only affects non-realtime protocols only? That's rather unreasonable. I also think throttling a 4Mb/s line to 1.3Mb/s should actually be a crime.. seriously, Telkom isn't even that harsh on throttling. I can understand throttling but that's way too much throttle.

I cant afford the premium uncapped and I hate caps, I don't want to worry about data usage.

I just wish the throttle was only to 2Mb/s. I had a 2Mb/s line and I only got throttled to half that, why does 4Mb/s get throttled more? is that why its so cheap? in that case I would rather use an isp that doesn't throttle your internet at higher speeds till it chokes. I get insane packet loss and latency increases and its honestly pathetic. Gaming does not use a lot of bandwidth.
 
FrostzZA said:
Then why does the site say it only affects non-realtime protocols only? That's rather unreasonable. I also think throttling a 4Mb/s line to 1.3Mb/s should actually be a crime.. seriously, Telkom isn't even that harsh on throttling. I can understand throttling but that's way too much throttle.

I cant afford the premium uncapped and I hate caps, I don't want to worry about data usage.

I just wish the throttle was only to 2Mb/s. I had a 2Mb/s line and I only got throttled to half that, why does 4Mb/s get throttled more? is that why its so cheap? in that case I would rather use an isp that doesn't throttle your internet at higher speeds till it chokes. I get insane packet loss and latency increases and its honestly pathetic. Gaming does not use a lot of bandwidth.
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Not sure where you read that throttling would only affect non-realtime protocols. :( Please have a look here where we explain our Home Uncapped Policies and usage thresholds. :)
 
Hi there I don't know if this is the correct place to ask this is there a problem with afrihost and Google app updates not working with afrihost ads but fine with yellow mobile thanks from Craig
 
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