I signed up for Afrihost Pure Fibre, and it is awesome

daneza

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Jan 25, 2016
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157
Afrihost Pure Fibre. Have been a 2Mbps (yeah laugh at me) ADSL client for a number of years and very satisfied with the service. Had an unimaginably bad experience- and i mean atrocious - with trying to get Vox to install fibre at my home a year ago. Then Afrihost announced this new offer and i decided it was time to upgrade (any of you guiys remember how long it takes to download a 5GB file?). Ordered the package at 13h49 on Friday. 30 minutes later Vuma contacted me to make an appointment for installation of the OCE on Monday at 12h00. Afrihost contacted me Saturday afternoon for router logon parameters. Mail from them Sunday afternoon confirming successful configuration. Vuma arrives just after 12h00 on Monday and full installation completed by 13h00. Afrihost router arrived Tuesday 10h10/. I was out so only got round to installation at about 14h00. A few hiccups on procedures, but up and running by about 18h00 (i'm a bit slow - 70 and all that). Configured the 2 laptops, tablet, 2 mobile phones, smart TV. HP printer did not work so well, but persevered and finally got it up and running at about 01h30.
Now that's service for you. Well done Gian and team. I am apparently getting a bit more than 8Mbps, so am very happy. A torrent that used to take around 80 minutes, downloaded in about 20.
Very satisfied customer so far.
Well done Gian and team.
70, configuring multiple devices, and downloading torrents... You have made my month! I applaud you.
 

cavedog

Honorary Master
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Oct 19, 2007
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18,137
Thanks. Also using qbit. Any other settings under Advanced ?
Yes this is what I have set. Works perfectly even on a 5900rpm green drive. The issue with fast line is that it writes so many pieces to the hdd at the same time causing disk io issues. This should max disk writing speeds while downloading but also max download speeds. The disk will probably be slow so if it's a secondary disk it would be ideal.

qbitorrent_disk_cache_setting.png
 

Afrihost-Gian

Afrihost CEO
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554
Do you really understand what you have done to your old clients? The guys who stood behind you 100% promoting your services? Do you REALLY know why the heck some of us are SO angry? Do you really think you can just waltz back in here after being AWOL, probably on a tropical island drinking up the money we lined your pockets with? Do you really think a few posts on a forum can make better the absolutely ATROCIOUS support that comes out of your organization?
Thank you for your post Mister.

Cleary we hurt you deeply and I am really sorry. I know that will probably never be enough for you and I completely understand and accept that. That doesn't mean that I won't keep trying to make it up to you and the others who we hurt. Will it work? Probably not. But I won't give up.

There's no question that we tried things in the past that didn't work. We made many mistakes. We were caught in some tough behind-the-scenes situations that I don't want to go into on a public forum - And we couldn't fix those situations as quickly as we would have liked.

However, no matter the reasons I take full responsibility for the failures. They were all mine and I accept it.

We hurt and let down many of our clients and power users (especially within the MyBB community), and the pain still runs very deep as is evident in your post and also in other posts that are anti-Afrihost.

For those we hurt who are open to possibly forgiving us we will and are working hard to regain your trust. And that's not a one day thing. It's not a week or a month thing either. It's years of consistent toil.

Hopefully in a year I can look back and see that we won the trust back of some of our power user clients who we hurt deeply. That would make me happy.

Now you may read this and immediately classify this all as bull - That I'm just saying it and don't mean it - That it's hollow marketing craptalk. You may never give us a chance again. And that makes me sad but it's OK and I completely understand and accept it.

However, someone reading this may give us a chance and try out Pure Fibre and our new support. And they may start the slow, slow journey to trusting us again. And that would be wonderful.

Trust is hard earned and easily lost. I do not for one second think this is going to be easy - We lost your trust but we are ready to work hard to regain the trust of those willing to give us a chance.

We won't rest until we've given it our best shot.

I sincerely believe we have the ability to bring the best Fibre experience to our clients with Pure Fibre and that's what we've chosen to dedicate our time and energy to.

Thanks again for your post and I sincerely wish you all the absolute best Mister.
 

Afrihost-Gian

Afrihost CEO
Company Rep
Joined
Sep 10, 2009
Messages
554
Afrihost Pure Fibre. Have been a 2Mbps (yeah laugh at me) ADSL client for a number of years and very satisfied with the service. Had an unimaginably bad experience- and i mean atrocious - with trying to get Vox to install fibre at my home a year ago. Then Afrihost announced this new offer and i decided it was time to upgrade (any of you guiys remember how long it takes to download a 5GB file?). Ordered the package at 13h49 on Friday. 30 minutes later Vuma contacted me to make an appointment for installation of the OCE on Monday at 12h00. Afrihost contacted me Saturday afternoon for router logon parameters. Mail from them Sunday afternoon confirming successful configuration. Vuma arrives just after 12h00 on Monday and full installation completed by 13h00. Afrihost router arrived Tuesday 10h10/. I was out so only got round to installation at about 14h00. A few hiccups on procedures, but up and running by about 18h00 (i'm a bit slow - 70 and all that). Configured the 2 laptops, tablet, 2 mobile phones, smart TV. HP printer did not work so well, but persevered and finally got it up and running at about 01h30.
Now that's service for you. Well done Gian and team. I am apparently getting a bit more than 8Mbps, so am very happy. A torrent that used to take around 80 minutes, downloaded in about 20.
Very satisfied customer so far.
Well done Gian and team.
Hey Foxy. Evening made! Thanks so much for sharing and delighted to hear that you've managed to move on from that 2Mbps! Enjoy every moment!!
 

AfriMan

Afrihost Representative
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May 24, 2012
Messages
17,240
2.1TB? How much porn is that? Or rather, what makes up the bulk of that data? I'm doing 400GB in a month.
4K Netflix.

Took me from about 400GB to 1.6TB.

Damn you, Sugar Rush!
 

AfriMan

Afrihost Representative
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May 24, 2012
Messages
17,240
Come back in 6 months time. It is like buying a new car, the first month is awesome. After a year maybe not so much anymore.
We're really going to do everything to make sure that is not what happens. We've overcompensated in terms of current and anticipated demand - and also stockpiled some working capital to make sure we can upgrade any aspect of our network in a heartbeat. Knowing that we may not see actual revenue from fibre clients for 2-3 months on this promo, we've already put that money aside to make sure we can deal with any surprises. However, we're really confident that the upgrades we've already put in place will hold the network for a long time to come.

So anyone joining Pure Fibre can feel pretty safe that the experience they have today, is what they can expect from here on out.
 

AfriMan

Afrihost Representative
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May 24, 2012
Messages
17,240
Hmmm, I used to get pretty good throughput from Afrihost when I was still using VDSL, but I was forced to move to Vox when Fibrehoods installed FTTH, and Afrihost was not available.

Things were then fine for a while.

Lately I have been stuffed around by Vox, and my speed has been reduced, but AFAIK this was mainly due to Vumatel, who took over Fibrehoods, enforcing changes.

So I am tempted to try Pure Fibre, just not sure if it is worth the hassle, will have to think about it. Assuming, of course, that it is available on Vumatel, and that Vumatel doesn't screw everything up.
Definitely available on Vuma - in fact that's one of the easier networks to move around on, in terms of hassle.

We know moving is a pain, that's why we offer 3 months free to recover ;)
 

AfriMan

Afrihost Representative
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May 24, 2012
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17,240
It is available on Vumatel, I just checked in my area.

I'm on WA...it costs slightly more, but I get the same speeds, so couldn't be bothered the hassle of changing.
Getting the same speeds is great - we'd like to think that the overall Afrihost experience - ClientZone, our Mobile App and our service (especially WhatsApp) put it's over the top for us.

Also, the 3 months free service is also a big plus.

I know they say if it ain't broke, don't fix it - but 3 months saved fibre fees adds up to a lot ... and PS5 is available for pre-order ... #justsaying
 

AfriMan

Afrihost Representative
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I do see a pattern here.....
Everytime an ISP launches a new product offering (and promises that go with it), in the beginning everything runs smooth and as promised. Until more and more people subscribe to the new product offering and then, eventually, the network gets congested and the service goes to ****.
In the meantime, another ISP launches a new product because they were losing subscribers. Then everyone jumps to this product and then congests this network.........and then the circle continues.
That might be the case where a provider gets a windfall in upstream costs, decides to offer a promotion, and then can't handle the uptake or increase in demand.

However, we anticipated the demand, in fact we've been planning this for years. We've carefully monitored and forecast what demand might be in our wildest dreams, and then added a few extra zeros and implemented those upgrades. We've also put aside some working capital to make sure we can easily implement more upgrades if we see a dip in performance.

Our motivation is obviously to drive sales - but it's also to offer uncapped the way it should be. So that wouldn't be authentic if we didn' really plan to keep the product on a consistent performance level.

And anyway, if we did let that happen, most people would cancel before their free service months were up, and then we'd lose a kazilion dollars on the whole thing.

So trust me - we're putting everything behind making sure the experience is always pure internet joy.
 

AfriMan

Afrihost Representative
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I have been using Afrihost as my service provider for more than 3 years now, Fibre Contract, Rain Contract and I had website hosting now and again. The support was good, up until recently, and the quality of service was great.

Unfortunately the service I have been receiving the last month from Afrihost's side is disgraceful.

A little context:
I have an existing Fiber connection at my mother in law and a Rain connection at my home. I moved at the beginning of June and decided to get a fiber connection to my new address. On the 26th of June 2019 I placed an order for the 8Mbps Download 5Mbps Upload Uncapped Fibre deal on the Afrihost website. At the same time I changed the package at my Mother in Law's place to the same package. I received confirmation emails that the order has been placed for the new line and another email with the router's Invoice.

On the 27th of June 2019 I received an Invoice containing my new Router Settings.

On the 30th of June 2019 I received yet another email stating that the Line at my Mother in Law's will change. And I received another email containing the invoice for the Upgraded Fibre connection and the new Fibre Connection.

On the 1st of July I received an email stating that I will get a call from Openserve regarding my new Fibre line that I ordered "within 1-2 working days", followed by an email stating that Openserve "have accepted our order for fibre to be installed at ...", and this is where all the nonsense started.

By the 8th of July 2019, I still have not received any communication regarding the installation. So I logged a query regarding the installation. The Support Agent, said the following "


". This confused me as I already got an email stating that Openserve accepted the installation, but nonetheless, I will wait another few days for the installation.

By the 12th of July I have still not heard anything from the Fibre installation so I logged another call. The support agent than said that they are struggling to find my order on their Spreadsheet and "The Supervisor has gone to the fibre department to investigate further.", after a few minutes the Support agent stated "


".

The 16th of July 2019 I still have not received any communication from Openserve or Afrihost regarding the Fibre connection so I logged another call. I told the Support agent that I just want to know what the Status is on the Order and when I can expect communication on what is happening. The support agent then continued on saying "


" I enlightened the Support agent that I have not received any communication, the agent was confused as on his side it said I did not pickup the phone but he is confirming with his superior. After a few minutes he confirmed my Cellphone number and said I unfortunately will have to wait for them to call me, and if I miss the call that the installation process will take longer than usual.

On the 18th of July 2019 I logged another support call, by this time I am so angry and Frustrated. The support agent said that "


", now this is confusing as I received an email stating that that Openserve "have accepted our order for fibre to be installed at ..." and now Openserve still has to complete it on their end. I then continued asking for the proof that the contacted me and this is why the installation is taking so long and the support agent replied with "


" I am not afraid to send my call logs, as to this day I have not received any communication from Afrihost or Openserve after the email on the 1st of July 2019.

On the 23rd of July 2019 I opened another support query to find out what the issue is regarding the Fibre installation. The support agent replied with the following: "




"
This time the Support agent gave me a reference number, which no other support agent has given me, the Support agent also confirmed that Afrihost will contact me as soon as they have any feedback. Today is 5 weeks after ordering the Fiber and it is still not installed and I still have not received any communication

I am posting this here to show how Afrihost is treating their customers. They are very fast to cut off your connection if you failed to pay, but when it comes to them taking their time it is always an issue.

I am looking for other service providers at this stage and if the Fibre installation cannot be done by the end of this week I am moving to a different provider. And Afrihost will never see me and I will never endorse them for anything.
Ai caramba - we really cocked this one up :(

I'm really sorry, Willem. I'd have to look further into what went wrong, but it doesn't look like we did things the right way.

Just please bear in mind that not all providers have an easy API for placing orders. Sometimes we have to do it in a spreadsheet or manually capture orders. We're working with them to make the system more seamless and automated for client convenience (and speed).

Please drop me a PM and give me your details. I am pretty sure we can get this back on track and make up for the delays somehow.
 

AfriMan

Afrihost Representative
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I'm interested in how you got your line released immediately. I have begged and pleaded with my current isp and even offered to pay 2 months in advance for them to put my line back in the pool. They refused stating that they need to provide Openserve with notice.
It really depends on the ISP. Most seem to be willing to release the line if you pay a penalty. But if their rules are that they will only release the line at a certain time (also possibly cos of how their systems are automated) then sadly you may need to wait it out :(
 

AfriMan

Afrihost Representative
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If I suddenly want a faster line like from 8Mbps to 20 Mbps is it as simple as upgrading myself via the client zone or... some further installations are done?
Yeah, simple and easy - you do it all in ClientZone.

They shouldn't need to do anything further. Depending on the provider, we can usually get it done in up to 48 hours :)
 

AfriMan

Afrihost Representative
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May 24, 2012
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Quite clearly they knew you were from mybroadband... My experience has been vastly different so far with the order process....
Sorry about that, Albert.

If you're having any problems - please PM me.
 

MightyQuin

Honorary Master
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Oct 6, 2010
Messages
18,911
overall Afrihost experience - ClientZone, our Mobile App and our service (especially WhatsApp) put it's over the top for us.
I'm sorry but Afrihost have an immense amount of ground to make up when it comes to your service records. I for one, will not be willing to be the guinea pig and hope for the best.
 

Antono

Well-Known Member
Joined
Apr 18, 2005
Messages
214
It really depends on the ISP. Most seem to be willing to release the line if you pay a penalty. But if their rules are that they will only release the line at a certain time (also possibly cos of how their systems are automated) then sadly you may need to wait it out :(
I do not believe it has anything to do with system automation. ISPAfrika is probably the worse ISP out there at the moment and their support is horrible. It took me 2 weeks of constant emailing and phoning to even get them to acknowledge my cancellation request. Their MO is to make it as difficult and uncomfortable as possible to cancel but I'm not sure to what end.
 

Antono

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Apr 18, 2005
Messages
214
It really depends on the ISP. Most seem to be willing to release the line if you pay a penalty. But if their rules are that they will only release the line at a certain time (also possibly cos of how their systems are automated) then sadly you may need to wait it out :(
Is it possible to get more than one fibre line at a residence?
 

AfriMan

Afrihost Representative
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May 24, 2012
Messages
17,240
I'm sorry but Afrihost have an immense amount of ground to make up when it comes to your service records. I for one, will not be willing to be the guinea pig and hope for the best.
I totally understand your feelings, and I know we've seen some negative perception over the last couple of years.

I truly believe that we've always had our clients best interests at heart, and most of our clients still have a great experience. But as we've grown, we could have been more aware of the impact on our systems, and been more agile in addressing training and process re-engineering requirements.

However, we've been doing this and getting back to basics. Our training team have been working exceptionally hard, along with our QA team and support managers, to make sure that we improve wherever possible.

I understand that you may not be ready to be first in line, but I do hope that you will eventually give us another chance. I am very confident that your experience will be very different.
 

AfriMan

Afrihost Representative
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May 24, 2012
Messages
17,240
Is it possible to get more than one fibre line at a residence?
Generally the providers are not keen. I'm not sure if there are technical reasons behind this, but they also want to differentiate between fibre to the home and fibre to the business. We've had quite a few cases where the providers cancel an installation when they arrive and see there is an existing line on the premises.

With each case, we can try to motivate to the provider around why a specific scenario should still be eligible for fibre to the home, and not to the business, but it's really within the provider's discretion.
 
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