Afrihost Uncapped DSL Feedback

Abominable Intelligence said:
Would you like me to draw you a picture?

I've had it with you idiots and your smarmy, ingratiating, disingenuous attitude towards customer service. Adios!
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I'm sorry to hear that you are so upset. :( We always take care and pride on being active and open in our community and engaging with our Clients on as many platforms as possible. Without your feedback we would not be where we are today.

I think it's a little bit unfair calling us these names. :( We're always hear to assist, pass along feedback and expedite queries. We have also been open in announcing upgrades and any other network related queries as we get information from our team where others might have remained silent. We'll continue to be active on My Broadband as well as on other platforms to try and provide the best experience for our clients.
 
Gekco said:
My attitude is this at the moment. I am not going to do any further testing on behalf of Afrihost.
It has been acknowledged by Afrihost that there major issues on their side, which according to them they are in the process of addressing.
Maintaining the network their responsibility, not mine.

To be fair I will give it until the weekend and if things do not improve drastically, I will look for another ISP for both work and home accounts.
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Fair enough. :) Keep us posted with your feedback.
 
AfriFella said:
We generally don't update the network status for upgrades if we don't expect said upgrades to affect the network in any negative way (i.e connectivity drops or downtime).
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If anything qualifies as affecting the network in a negative way, this does. It should be on the web site and communicated to all customers.

AfriFella said:
I'm not trying to side step the fact that your downloads will sometimes be shaped on Premium Uncapped. I am suggesting that if you want an unshaped experience, perhaps comparing with a Capped account will be a good test.

This might have been shaped heavier than usual in the last few days, but your experience should be improved going forward. Keep me in the loop.
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Some shaping yes. However, shaping a single download to 3.4 KB/s on a 4MB/s Premium uncapped and Business Uncapped account which bombs after a few minutes during congested periods, is ridiculous.

Admittedly there was an intermittent improvement last night during congested hours for the first time in the past week. This may have something to do with the shaping protocols which have apparently been rectified. A longer term evaluation will be needed to give a definitive answer whether it has consistently improved.

Do you have a concrete answer on when the additional capacity will come online yet?
 
Reaper1242 said:
I had cancelled until I realised the new ISP was having problems. So where do we go?



I don't recommend it



That's nonsense. You're just trying to contain the fact that there's a big problem. You should have it listed as a network status.
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Absolutely...and still...there is nothing on notices page. Nada. Niks. Zilch. Zero.
 
SickTricky said:
I got telkom accounts now. will test tonight when all goes flat again.
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As the behavior has been the last month, its probably flat already. happens from about midday onwards.

Wonder if AH is affected by the dam levels? Have they introduced bandwidth restrictions?
 
Afrihost Guys - how do I submit my claim to be reimbursed for the costs incurred due to AH not effectively delivering a service being paid for as per CPA? There has been no due diligence, notification or alternatives offered or even any ex gratia to compensate. You have very carefully and strategically covered yourselves against this in your T&Cs.
 
Gekco said:
Some shaping yes. However, shaping a single download to 3.4 KB/s on a 4MB/s Premium uncapped and Business Uncapped account which bombs after a few minutes during congested periods, is ridiculous.

Admittedly there was an intermittent improvement last night during congested hours for the first time in the past week. This may have something to do with the shaping protocols which have apparently been rectified. A longer term evaluation will be needed to give a definitive answer whether it has consistently improved.

Do you have a concrete answer on when the additional capacity will come online yet?
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Please continue posting feedback about your experience. :) These upgrades should have completed already, if not, within the next couple of days. I'll ask our Network Team and revert back with a more definitive reply.
 
bradlesliect said:
Afrihost Guys - how do I submit my claim to be reimbursed for the costs incurred due to AH not effectively delivering a service being paid for as per CPA? There has been no due diligence, notification or alternatives offered or even any ex gratia to compensate. You have very carefully and strategically covered yourselves against this in your T&Cs.
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I think our DSL T&Cs make it clear that DSL is a best effort service. From our side, we have been passing on feedback and troubleshooting complaints as diligently as possible. Unfortunately I won't be able to engage further if you wish to take this route. Refunds or credits are best requested by contacting [email protected] or by submitting your request via ClientZone.
 
AfriFella said:
I think our DSL T&Cs make it clear that DSL is a best effort service. From our side, we have been passing on feedback and troubleshooting complaints as diligently as possible. Unfortunately I won't be able to engage further if you wish to take this route. Refunds or credits are best requested by contacting [email protected] or by submitting your request via ClientZone.
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Ok..."best effort" hey? So how do you define this? How is it in relation to industry standard? Feedback? What feedback? Afrihost has been denying there's a problem for more than a month now! What you have done contravenes CPA and you hide behind a defunct T&C. Come on, admit it, it wasn't till about two(2) days ago that you kinda admitted there's a problem and even then Afrihost used smoke screens and mirrors. You should be ashamed of yourselves for not only misleading the public but more importantly your clients.

Have you any idea how much business you have costed your corporate clients who rely on your services and have had to look elsewhere for more reliable solutions to continue their business?


One by one clients have been cancelling ALL their services with you and letting their business partners / associates know they have low confidence in services you offer. Unfortunately, I cant defend because its not the first time Afrihost has done this.

You choose to hide behind T&C? For real? Don't you have a better story to spin? Why has your CEO not given input on this discussion yet? Has your marketing dept even attempted drafting a release statement to apologise to your clients? Afrihost is not interested in offering any compensation to their users / customers - this would make good business sense and practice. Retain the client base. Don't hide behind T&C and invoke it when it suits you.
 
Afrihost Guys....FOOD FOR THOUGHT

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.” - Mahatma Gandhi
 
bradlesliect said:
Afrihost Guys....FOOD FOR THOUGHT

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.” - Mahatma Gandhi
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I couldn't agree more! Definitely profound words. :) It always has been, and always will be our top priority to ensure that our Clients have the best experience possible. At the end of the day we are here to delight our Clients.

I'll definitely take this to heart!
 
AfriGenie said:
I couldn't agree more! Definitely profound words. :) It always has been, and always will be our top priority to ensure that our Clients have the best experience possible. At the end of the day we are here to delight our Clients.

I'll definitely take this to heart!
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Then you've failed. Not the best experience and do we all sound delighted?
 
Reaper1242 said:
Then you've failed. Not the best experience and do we all sound delighted?
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That's why we value your feedback greatly. It's the test results that you guys provided that let us identify the classification issue that ocurred earlier in the week.
 
shocking gents/ladies of Afrihost. Your 10-05-2017 02:52 PM post is beyond comprehension. A customer asks a perfectly reasonable question considering the shocking performance he/amongst many others have been experiencing and you hide behind 'best effort service'. I wonder how you guys would react if the shoe was on the other foot and payments to WA were based on best effort.

Classic example of how to alienate current and potential customers.
 
air said:
shocking gents/ladies of Afrihost. Your 10-05-2017 02:52 PM post is beyond comprehension. A customer asks a perfectly reasonable question considering the shocking performance he/amongst many others have been experiencing and you hide behind 'best effort service'. I wonder how you guys would react if the shoe was on the other foot and payments to WA were based on best effort.

Classic example of how to alienate current and potential customers.
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There are a number of factors that can affect DSL performance, some of which are unfortunately beyond our control. Where possible we will always strive to ensure that our Clients have the best experience possible.

If one of our Client's doesn't have a great experience, we'll do our best to investigate and engage with them to find out what's going on. But that does mean that we need our Clients to work with, and engage with us in return.
 
Streaming non existent again, Friday is coming up quickly and I don't see any improvements yet.
 
"Why are we buffng it only me on the net dnt get why it take so lng"

This is a message I received from a client now. What the freaky deaky am I supposed to tell him?

Afrihost keeps on asking for tracert's yet so many people in different regions and on different packages are complaining about the same issues so why is this being treated as isolated incidents.

Afrihost please be straight with us and let us know what the problem actually is. I've referred clients to Afrihost as an ISP so I'm being held accountable now. Just tell us what's going on....
 
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