Afrihost Uncapped DSL Feedback

[Reaper1242]

Our Support Team is available 24-hours a day, 7-days a week. The Social Media Team is online Monday to Friday, 08h00 to 20h00 though.

So it's worrisome to hear that you didn't get through to our Support Team over the weekend.

Have you tried SMS'ing Help to 32541?

Please. I've never had anyone call me back from that sms.

You keep saying you've got to investigate but you already know the issue. You're shaping. We all know it.

 

[savage]

Tracing route to www.thegaurdian.com [103.224.182.249]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 * 92 ms 207 ms cpt-rx2.ip.adsl.co.za [169.1.5.82]
4 255 ms 130 ms 161 ms cpt-net1.ip.adsl.co.za [169.1.5.128]

Something is definitely off with that latency.

Wow, really? You don't say...

How is the latency looking today?

How is that relevant at all in terms of the latencies experienced over the weekend? We don't have issues NOW, we have issues when AH is conveniently closed, and support is conveniently ignoring people.

Could you ping bras.afrihost.com please.

Again, how is that relevant at all? Please stop grasping at straws, and start start telling the truth.

From the traceroute provided by your client, it's as OBVIOUS AS DAYLIGHT the latency is caused BY your network, ON your network. The exchange, has NOTHING to do with this.

These convenient standard bull*****(tm) responses, are no longer cutting it, I'm afraid.

 

[AfriGenie]

They did actually call me back last night. I was clearly told it was because of shaping. I replied that I can understand some degree of shaping, but not making the service totally unusable. I strongly suspect they have whitelisted only a few popular sites such as Facebook and YouTube and the rest simply go down the toilet.

I will test again tonight after the response I received this morning...

PS - What are the best alternatives for Uncapped 4Mb/s ADSL from competitors?

I can assure you that's definitely not the case. The shaping is applied to specific protocols, which will only affect P2P and HTTP Downloads.

Which sites were you seeing poor performance on?

 

[AfriGenie]

Can afrihost also remove this useless icon from the clientzone since it lies, it never drops below 100%, though they are obviously shaping
View attachment 434970

And it has been a while since i have seen reps avoid there support topics

Realtime servies aren't shaped at all - unless you're on Home Uncapped, in which case throttling can be applied - so if you are seeing poor performance with realtime servies we need to figure out what's going on.

Which sites or services weren't great for you?

 

[AfriGenie]

I never got any response from SMS's either.....

That's not cool at all!

When did you send the SMS? More or less.

 

[AfriGenie]

Things are fine again this morning but I need answers here, this seems to be happening every weekend, and there is no one to contact or at least the staff are swamped with who knows how many calls and emails because so many users are having the same problems, I would love a poll to see how many people have contacted Afrihost support and how many actually received a response over weekends.

If your performance drops over the weekend then we'll definitely need to get our Critical Care Team to investigate this.

 

[renagade-wolf]

Realtime servies aren't shaped at all - unless you're on Home Uncapped, in which case throttling can be applied - so if you are seeing poor performance with realtime servies we need to figure out what's going on.

Which sites or services weren't great for you?

Everything except youtube, facebook, couldn't even access www.afrihost.com. see post #454

Downloads were at 4kb max, afrihost.com took 20 min to load with failed images, google cache was faster

 

[AfriGenie]

Please. I've never had anyone call me back from that sms.

You keep saying you've got to investigate but you already know the issue. You're shaping. We all know it.

We do shape our Uncapped accounts, but then it will only affect P2P and HTTP downloads. If you're seeing realtime services not running as well as they should that's an issue.

 

[Reaper1242]

I can assure you that's definitely not the case. The shaping is applied to specific protocols, which will only affect P2P and HTTP Downloads.

Which sites were you seeing poor performance on?

Realtime servies aren't shaped at all - unless you're on Home Uncapped, in which case throttling can be applied - so if you are seeing poor performance with realtime servies we need to figure out what's going on.

Which sites or services weren't great for you?

If your performance drops over the weekend then we'll definitely need to get our Critical Care Team to investigate this.

You keep saying you need to investigate each issue but we're all seeing the same thing at the same time. The problem lies with your network and not our specific accounts.

 

[renagade-wolf]

Realtime servies aren't shaped at all - unless you're on Home Uncapped, in which case throttling can be applied - so if you are seeing poor performance with realtime servies we need to figure out what's going on.

Which sites or services weren't great for you?

I recall the image changing when shaping was applied, because when i click turbocharge it tells me " You don't need to because there is no shaping be applied"

So maybe more transparency on when shaping is taking place would be more helpful

 

[AfriGenie]

Wow, really? You don't say...




How is that relevant at all in terms of the latencies experienced over the weekend? We don't have issues NOW, we have issues when AH is conveniently closed, and support is conveniently ignoring people.




Again, how is that relevant at all? Please stop grasping at straws, and start start telling the truth.

From the traceroute provided by your client, it's as OBVIOUS AS DAYLIGHT the latency is caused BY your network, ON your network. The exchange, has NOTHING to do with this.

These convenient standard bull*****(tm) responses, are no longer cutting it, I'm afraid.

I had a Client over on the Capped thread seeing 2000ms latency over the weekend. It looked to be latency caused by the Exchange or DSL Line. It was actually a Bitcoin Client that was running in the background.

So I understand that you frustrated, but we can't skip over the troubleshooting entirely. We need to isolate the cause of the issue as much as possible so that we can take the appropriate action.

 

[AfriGenie]

I recall the image changing when shaping was applied, because when i click turbocharge it tells me " You don't need to because there is no shaping be applied"

So maybe more transparency on when shaping is taking place would be more helpful

Could you PM me your account details please. I'm going to ask our Critical Care Team to get in touch with you.

 

[CTBP]

If your performance drops over the weekend then we'll definitely need to get our Critical Care Team to investigate this.

Seeing as so many people are sitting with the same issue, how are your critical care team going to help me as an individual if there is clearly an issue on your network affecting so many people? I'm sitting with my finger on the trigger to cancel here, surely someone, somewhere has answers on what is affecting your network?

 

[renagade-wolf]

Could you PM me your account details please. I'm going to ask our Critical Care Team to get in touch with you.

My line is 100% now? So not sure exactly what they gonna do and the issues only really starts after 7pm?

Will send the info though

 

[CTBP]

My line is 100% now? So not sure exactly what they gonna do and the issues only really starts after 7pm?

Will send the info though

Same here, I think AfriGenie needs to ask the Critical Care team to hang around after 5pm on a Friday to see what happens with their network.

 

[savage]

So I understand that you frustrated

No - we're WAY past that point already.

 

[AfriGenie]

My line is 100% now? So not sure exactly what they gonna do and the issues only really starts after 7pm?

Will send the info though

Thanks.

If the issue only starts at 19h00 then they'll figure out what happens from 19h00 to cause the poor performance.

 

[wheunis]

@Afrigenie, and anyone else @Afrihost:

You have until Friday to fix this problem.
No more tracert, no more pings, no more bull****.
Your shaping and oversold bandwidth is the problem.
Fix it by Friday, or I will cancel.

The end.

 

[AfriGenie]

Seeing as so many people are sitting with the same issue, how are your critical care team going to help me as an individual if there is clearly an issue on your network affecting so many people? I'm sitting with my finger on the trigger to cancel here, surely someone, somewhere has answers on what is affecting your network?

Similar symptons may point to a similar cause, but this isn't always the case. I'm by no means refuting that you aren't having a good experience, I'm just saying I can't make any assumptions.

Our Critical Care Team is able to work with each Client individually to identify the specific problem you are experiencing and then they can work with you directly to ensure that you have the best experience possible on your connection.

 

[Reaper1242]

@Afrigenie, and anyone else @Afrihost:

You have until Friday to fix this problem.
No more tracert, no more pings, no more bull****.
Your shaping and oversold bandwidth is the problem.
Fix it by Friday, or I will cancel.

The end.

Cancelled now. Tomorrow I'm cancelling the company's DSL, hosting and fibre accounts too.

I understand technical issues but the lack of support and transparency are too much.