Afrihost Worst Service Ever

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BarryvdMerwe

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So since 27/12/2013 I have had retarded latencies on my ADSL line. Being used to these kind of issues I immediately did a speed test and trace route and I notified both Afrihost and Telkom. On the 28th I haven't received any feedback from them and ofcourse I spent hours on social media, email and on the phone trying to get feedback on what the problem was and when my line would be resolved. Eventually someone came back to me telling me that they there was a power surge on the exchange in my area and that he just spoke to the Telkom guys that where working on it and that they where hoping to have it resolved with the next 24 hours.

So time went on and every single day I kept on experience ridiculous speeds and latencies. On Thursday 02/01/2014 I got a sms from Afrihost stating that the fault was resolved which obviously frustrated me even more as it was not. After some more frustration one of their technicians, Kyle phoned me and said that he looked at the trace routes I sent him and that the issues are due to congestion on the line and unfortunately he cant do anything to help me, the only thing I can do is wait for Telkom to sort it out although it can take months for congestion to be resolved.

It's now Friday 03/01/2013 and the line has still not been resolved. I have tried to phone in to speak to a manager but on two occasions I was kept on hold for 15min + just trying to get transferred.

What pisses me off the most is that it doesn't seem like there is anyone at Afrihost who seems to be taking ownership of this issue and who is actively working with Telkom to get this resolved and that they expect me to be satisfied with the product they are selling to me. You would expect that if you pay a ISP for a ADSL bundle that when problems arise they would do anything in their power to sort the issues out, and not come with bull **** excuses like blaming it on Telkom.

Im at this stage so fed up with Afrihost and their lack of service that I honestly just want to completely cancel my ADSL line. I just cant understand how any company that is in the service delivery business can expect of their clients to be satisfied with the kind of feedback and service I'm receiving from them at this stage. They expect me to wait indefinitely for Telkom to resolve this. Of course passing the buck to Telkom would be the best they can do for their clients *sarcasm... Now today they came with another bull **** plea that I must work with them in trying to resolve the issue. What have I been doing the last 7 days?! I send them all the test reports that they request, I have been patient and worked with them at every turn in trying to sort this out. What more do they need in order to do their jobs?? All I want is for this to be sorted out? Why must they first put me through a week + of frustration and struggling before I can get decent internet from them? So annoyed at this stage...

Here is my latest trace route report:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Admin>tracert www.afrihost.co.za

Tracing route to www.afrihost.co.za [197.242.144.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.2
2 394 ms 341 ms 305 ms 105-236-5-1-esr-lo.mtnbusiness.co.za [105.236.5.
1]
3 251 ms 250 ms 248 ms 41.181.51.182
4 325 ms 324 ms 314 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
5 311 ms 301 ms 301 ms compj-cpt-1.mtnns.net [196.44.18.2]
6 320 ms 310 ms 332 ms ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]

7 357 ms 373 ms 367 ms rb-cr-1.za--ct-cr-2.za.mtnns.net [196.44.31.69]

8 260 ms 260 ms 268 ms 196.44.31.97
9 370 ms 387 ms 358 ms 196.31.220.10
10 246 ms 278 ms 326 ms tengigabitethernet1-1.gw21.jnb6.za.mtnbusiness.n
et [196.31.220.21]
11 376 ms 365 ms 371 ms tengigabitethernet5-2.hr15.jnb6.za.mtnbusiness.n
et [196.31.63.194]
12 387 ms 373 ms 372 ms cms-gm.afrihost.com [197.242.144.102]

Trace complete.

C:\Users\Admin>


As you can see it is ridiculous. I mean what am I paying them every month for???
 
I know how you feel, but I have been having issues for 10 months already due to Telkom's failure to fix a line issue.

Here I will defend Afrihost, they do all that they can by putting pressure on that wonderfully inept company known as Telkom but sadly they have no control over the useless Hellscum techs that are too f-ing lazy to do the work they are paid to do.

Unless Telkom comes to the paety and jacks up their service levels, Afrihost will always have problems with the ADSL side of things.
 
I'm sick of these ISP complaint threads. Go complain in the threads that already exist for feedback.

It is obvious from your trace route that your exchange is congested. Afrihost can't do anything about it, and neither can any other ISP.
 
Well to be honest I dont think that they do all that they can to put pressure on Telkom. Ive had issues with the Telkom exchange for almost 2 years now and Im fully aware of the fact that congestion is not something that any ISP other than Telkom can directly sort out. I used to be with Mweb but cancelled due to their throttling policies. What was very good with Mweb though is that they always somehow got Telkom to escalate the exchange issues to their network guys whom basically just rerouted the traffic via a different exchange which relieved the congestion within a couple hours. With Afrihost I'm expected to pay full price for a ADSL which most of the time is running at a fraction of the speed it should. And there is no ETA on when this will be resolved, they are expecting me to just accept it indefinitely. Thats not cool
 
Well sorry that you are "sick". Im new to mybroadband so Im not aware of any existing threads about ISP complaints. If it bothers you that much you might want to consider not reading it?
 
Another one hit wonder complaining about an ISP...you do know that there is NOTHING an ISP can do to ease DSLAM congestion. All they can do is log a fault with Telkom and wait until Telkom responds...which takes a while.
 
BarryvdMerwe said:
Well sorry that you are "sick". Im new to mybroadband so Im not aware of any existing threads about ISP complaints. If it bothers you that much you might want to consider not reading it?
Click to expand...

We discourage complaining about ISPs when the problem is beyond their control, because there are so many legitimate ISP complaints around here that these types just dilute the real ones. Credit where credit is due as well as the opposite. This case fits neither of those 2 conditions.
As a community we try to not be a bunch of whiners, but when the ISP really drops the ball, obviously a complaint is expected.

Here it's Telkom dropping the ball, not your ISP. In fact, I believe that Telkom have a network freeze over new years (not sure how long after it's still in effect) so your chances of exchange congestion being sorted are average to cr@p no matter how many times a day a dude from Afrihost calls them to ask whats happening.

You can complain as much as you want, Afrihost can't do a thing about it - though its unfortunate that "dealing with Telkom" is often an ISPs main reason to encourage clients to move their lines over to them.. I never buy it.

Move on, enjoy the forums, this ones just not gonna go your way unfortunately.
 
BarryvdMerwe said:
1 <1 ms <1 ms <1 ms 10.0.0.2
2 394 ms 341 ms 305 ms 105-236-5-1-esr-lo.mtnbusiness.co.za [105.236.5.
1]
 3 251 ms 250 ms 248 ms 41.181.51.182

As you can see it is ridiculous. I mean what am I paying them every month for???
Click to expand...

You have congestion or a problem at the exchange. That's why your line sucks.
 
I believe that Telkom have a network freeze over new years (not sure how long after it's still in effect)
Click to expand...

This right here is the crux of the issue.

If this is true - why does Afrihost not communicate this to their user-base?

This will resolve a lot of unnecessary complaints and calls logged.

Unfortunately they don't - you sit at home logging complaints like some wild animal...
 
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