Afrihost Uncapped DSL Feedback

Anyone having DNS issues with Afrihost? Been on and off the last week or so. Seems to be getting worse.
 
Gekco said:
Adsl down in Parow Industria, Western Cape. Telkom phone lines still up and running
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I'm not seeing any general reported issues. :( Please drop me a PM with your line number and I'll check it out.
 
What on earth is going on?

tracert www.facebook.com

Tracing route to star-mini.c10r.facebook.com [185.60.219.35]
over a maximum of 30 hops:

1 4 ms 1 ms 2 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 3410 ms 91 ms 42 ms 185.60.219.35

Trace complete.

tracert mybroadband.co.za

Tracing route to mybroadband.co.za [104.20.9.169]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 3985 ms 599 ms 80 ms 104.20.9.169

Trace complete.

Oakdale, Bellville
8 Mb/s ADSL Uncapped
DNS set to auto
 
From the Afrihost web site - Network Status Page

"VumaTel Maintenance - Cape Town Master Node Upgrade
03:00, 27 Jan 2018
Hardware upgrades to handle increased capacity through the Cape Town Master Node on the Ventura Next Active Ethernet network. There will be an initial period of service disruption followed by intermittent interruptions. All services on the Active Ethernet network in Cape Town will be impacted at various times during this change."
 
What I am finding difficult to understand is why we receive every promotional email from Afrihost, but when scheduled network issues happen nothing? Afrihost you have all our email addresses and our locations.
 
Gekco said:
From the Afrihost web site - Network Status Page

"VumaTel Maintenance - Cape Town Master Node Upgrade
03:00, 27 Jan 2018
Hardware upgrades to handle increased capacity through the Cape Town Master Node on the Ventura Next Active Ethernet network. There will be an initial period of service disruption followed by intermittent interruptions. All services on the Active Ethernet network in Cape Town will be impacted at various times during this change."
Click to expand...

Gekco said:
How long is this expected to continue for?
Internet has been crap at best
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The maintenance has been completed. Your connection should be back to normal. Are you still struggling with your connection?
 
My connection is now non existent after being extremely slow. The rep at the call centre did a refresh and broke it, then said to do a modem reset, and redo the setup.

He gave me some excuse that sometimes the setup doesn't work when the telephone is used simultaneously and promised to call when the call centre closes at 8pm. Still waiting. Spent a total of 30 minutes waiting to speak to a rep and then another hour with this rep.

This is the kind of service that causes cancellations.
 
Jings said:
My connection is now non existent after being extremely slow. The rep at the call centre did a refresh and broke it, then said to do a modem reset, and redo the setup.

He gave me some excuse that sometimes the setup doesn't work when the telephone is used simultaneously and promised to call when the call centre closes at 8pm. Still waiting. Spent a total of 30 minutes waiting to speak to a rep and then another hour with this rep.

This is the kind of service that causes cancellations.
Click to expand...

That's not good to hear! :( Were you able to reconfigure your DSL modem?
 
AfriMan said:
If you are still battling with this, please drop me a PM with your contact details and I'll get you a call :(
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Thanks for the offer. Luckily the rep I contacted this morning knew exactly what he was doing and logged a ticket for a technician to visit the exchange.

It's like playing Afrihost call centre Russian roulette. :D
 
Jings said:
Thanks for the offer. Luckily the rep I contacted this morning knew exactly what he was doing and logged a ticket for a technician to visit the exchange.

It's like playing Afrihost call centre Russian roulette. :D
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I am glad to hear that our Team was able to assist. We are definitely working on expanding and improving our Support processes. :)
 
AfriGenie said:
I am glad to hear that our Team was able to assist. We are definitely working on expanding and improving our Support processes. :)
Click to expand...
That's great.

Hopefully the tech team do follow ups too because the issue is still unresolved.
 
AfriGenie said:
I am glad to hear that our Team was able to assist. We are definitely working on expanding and improving our Support processes. :)
Click to expand...

This has been the line AH has been using for a few months now. It cannot be THAT hard to hire and train new robots that read off of queue sheets.
 
WickedMONK3Y said:
This has been the line AH has been using for a few months now. It cannot be THAT hard to hire and train new robots that read off of queue sheets.
Click to expand...

It's an ongoing process. As we recruit new staff, some will also leave for new prospects or to look at other opportunities in other industries. We also try to stay away from pre-scripted query responses so that our guys really engage with each query and give personal attention to every client they deal with. We have just taken on a bunch of new trainees and a whole just joined the support floor from training, so I believe that we should already be seeing improvements.
 
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