The SMS Help thing works like a charm, have used it 10pm and got called back within 10 minutes.
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NO 24 hour support?!?!?!?!?
- Thread starter balrog
- Start date
The SMS Help thing works like a charm, have used it 10pm and got called back within 10 minutes.
That's awesome.
We also have a new call back feature where you should be able to set a time that you want to be called back
WanderingMind
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lol, calling ISP because one site is giving problem. FAIL!
FYI, I have seen this before. Try a different browser or a download manager. It doesn't always work but its worth a shot.
Well, here we are again. I have upgraded to a PREMIUM uncapped fibre account. And AGAIN I am struggling downloading a file from Github.... All other sites and downloads work fine. Something is dodgy with Afrihost and GitHub. 0.7mb of a 24.2 mb file and it says 2 hours remaining.... Then it slows down and then just gives an error. Then "Failed - Network Error". And don't tell me it is something with GitHub - this is a completely different file than before. Frustrating....
And the issue is NOT Github - last time I spun up a Vultr Windows server - browsed to the file on Github - downloaded in a flash and then copied over to my PC.
A pity issues like this just get swept under the carpet and not taken seriously - there is obviously something very wrong in accessing GitHub via Afrihost....
This is the file:
https://github.com/RavenProject/Ravencoin/releases/download/v0.15.99.0/windows-x86_64.zip
But try it NOW. Last time it downloaded fine during normal office hours. The issue with Github seems to be after hours. I thought it was throttling, but that should not be a problem on PREMIUM fiber? No?
[Update 1] Downloaded in a jiffy via my 4G connection.... Afrihost - this is on you. Can't blame GitHub.....
[Update 2] I haven't seen any benefit upgrading from HOME to PREMIUM Fibre package this week.... I will be looking for a better ISP this coming week. Does anybody have any good ISP suggestions? I need a stable connection with low ping for games, 24/7 un-throttled and unshaped connection that also allows painless Netflix viewing. Thx!
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Use UC Brower, helps in times like these
Please run a traceroute to the domain so we can see where you're having difficulty. All our tests are showing fine. We don't know how else to test if we can't replicate the conditions that you are testing under. From a regular Premium Uncapped account we're accessing it fine - downloaded in under a minute for me.
Please also give me your public IP so we can see if we can test using the same IP range.
You can PM if you'd prefer for privacy
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Please run a traceroute to the domain so we can see where you're having difficulty. All our tests are showing fine. We don't know how else to test if we can't replicate the conditions that you are testing under. From a regular Premium Uncapped account we're accessing it fine - downloaded in under a minute for me.
View attachment 523455
Please also give me your public IP so we can see if we can test using the same IP range.
You can PM if you'd prefer for privacy
That's why I needed someone to test the same time I had the problem. It seems to occur only after hours. I can also download it under a minute during business hours. As I indicated in my previous posts. I need to access GitHub mostly after hours. Who can I contact after hours when I have the same problem and the packet loss issue so that it can be tested while I am having the problem. THIS is what I need, someone to test WHILE I HAVE THE PROBLEM.
AAAAND the same crap again with this file:
https://github.com/Stipend-Developer/stipend/releases/download/2.0.0.0/stipend-win-2.0.0.0.zip
AAAND no feedback from Afriman on who can help me after hours.....
Stuck at 0.1/12.5 MB. Just sits there, nothing downloading. After a while goes to "Failed - Network Error" . Awesome customer service.
So this won't help:
WHATSAPP HELP HOURS: 09:00 - 17:00
Did the "Help" SMS thing a few minutes ago - let's see what happens..... (SMS sent 20:13, automated reply with ticket nr received 20:14).
"sms "Help" to 32541 and one of our agents will call you"....
https://github.com/Stipend-Developer/stipend/releases/download/2.0.0.0/stipend-win-2.0.0.0.zip
AAAND no feedback from Afriman on who can help me after hours.....
Stuck at 0.1/12.5 MB. Just sits there, nothing downloading. After a while goes to "Failed - Network Error" . Awesome customer service.
So this won't help:
WHATSAPP HELP HOURS: 09:00 - 17:00
Did the "Help" SMS thing a few minutes ago - let's see what happens..... (SMS sent 20:13, automated reply with ticket nr received 20:14).
"sms "Help" to 32541 and one of our agents will call you"....
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Tested again on my side (just before 10 pm) file downloads perfectly. If you could send me the info I was asking for, we can be in a better position to recreate what's going on on your side. But we've had multiple people testing this at different times, we can't pick up any issues at all
Tested again on my side (just before 10 pm) file downloads perfectly. If you could send me the info I was asking for, we can be in a better position to recreate what's going on on your side. But we've had multiple people testing this at different times, we can't pick up any issues at all
Hmm, tried again just now...actually downloading. So it seems between around from 6-7 pm to 10 PM, just doesn't work. Suddenly when 10pm hits, it works great.... What the heck???? You guys throttling my connection in peak hours? Can you check if I actually AM on the PREMIUM package? This is not coincidence, this is a repeating pattern.......
FYI - NOBODY has called me - it is now 22:07, SMS sent 20:13...... WOuld have been great if somebody could have tested with me before 10 pm and again now to see what the heck is going on....
Tried from my other Windows PC - now downloading without issues. It also did not want to download before 10PM.
Still no call after sending the SMS, now 22:33. Calling it a night.
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UPDATE: So nobody called me back after sending the "Help" SMS. It is now 6:50 the following day. Ticket ref: KSF-945-38738
Thus the title of this thread is accurate. There is NO 24/7 support from Afrihost. Thus, once the Whatsapp channel closes at 17:00, you are screwed and nobody will assist you with issues until the following day during business hours.
[MENTION=192591]AfriMan[/MENTION] - your tests are not accurate, you are not on a package that might get throttled/shaped, exactly like mine, you are obviously on a priority line. Thus your tests are void.
There seems to be absolutely NO DIFFERENCE between HOME and PREMIUM fibre, except that you pay more. I would actually like to see PROOF that my line has been migrated to PREMIUM. The packet loss while gaming after hours is the same as when I had the HOME package.
It is clear Afrihost throttles/shapes GitHub traffic A LOT between around 6pm to10pm on HOME and PREMIUM bundles. Proven, since my mobile 4G data and my VPS's could download files from Githuub during this time, but none of my Windows PC's on Afrihost.
[MENTION=192591]AfriMan[/MENTION] - contact me so that you can Teamviewer into my PC at around 8pm tonight, then you can see the exact issue and do any trouble-shooting you require.
I have lost faith in Afrihost - will it be restored? We will see.
Thus the title of this thread is accurate. There is NO 24/7 support from Afrihost. Thus, once the Whatsapp channel closes at 17:00, you are screwed and nobody will assist you with issues until the following day during business hours.
[MENTION=192591]AfriMan[/MENTION] - your tests are not accurate, you are not on a package that might get throttled/shaped, exactly like mine, you are obviously on a priority line. Thus your tests are void.
There seems to be absolutely NO DIFFERENCE between HOME and PREMIUM fibre, except that you pay more. I would actually like to see PROOF that my line has been migrated to PREMIUM. The packet loss while gaming after hours is the same as when I had the HOME package.
It is clear Afrihost throttles/shapes GitHub traffic A LOT between around 6pm to10pm on HOME and PREMIUM bundles. Proven, since my mobile 4G data and my VPS's could download files from Githuub during this time, but none of my Windows PC's on Afrihost.
[MENTION=192591]AfriMan[/MENTION] - contact me so that you can Teamviewer into my PC at around 8pm tonight, then you can see the exact issue and do any trouble-shooting you require.
I have lost faith in Afrihost - will it be restored? We will see.
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Tested again on my side (just before 10 pm) file downloads perfectly. If you could send me the info I was asking for, we can be in a better position to recreate what's going on on your side. But we've had multiple people testing this at different times, we can't pick up any issues at all
Quoting your post so you will get a notification and look at my last post...
OK, now 9:36, so more than 13 hours after sending the "Help" SMS, no response at all from Afrihost. Not gonna bother with further updates, I think the point has been established.
Will leave to the end of the day to see if [MENTION=192591]AfriMan[/MENTION] actually gets back to me.
Will leave to the end of the day to see if [MENTION=192591]AfriMan[/MENTION] actually gets back to me.
It sounds like we'll definitely need to do some troubleshooting here. I'll need a traceroute to the Github link from your side and your username so that we can get your public IP address to see if we can spot anything funny happening with your connection. Your are more than welcome to send me a PM with this information if you would like.
There are some major differences between the different fiber uncapped packages that we offer. Here is a link explaining how our networks operates and the difference between the packages. https://www.afrihost.com/microsites/network/management/
This should give you a clear indication of the differences of our packages.
It is horrible to hear that you have not been called, SMS call backs are being phased out as we are making some changes to why our support system works so we can provide clients with an optimal experience. This means we are focusing on the call backs that you can submit through the Client Zone and our new WhatsApp support platform. I can assure you that if you submit a callback through your client Zone you should get a call back sooner.
Wow! A response! Will PM you. I am actually now looking at alternatives to Afrihost.
HibiscusTunes
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I can confirm the exact same behavior on my 10mbps fibre line at night with downloads from github. Browsing and email gets so slow I need to wait until morning to download them.
Glad to hear that the upgrade did not make a difference. That would have been my next step, and would have angered me.
Streaming works fine.
No other downloads in the house.
Following this thread closely!
Glad to hear that the upgrade did not make a difference. That would have been my next step, and would have angered me.
Streaming works fine.
No other downloads in the house.
Following this thread closely!
This is a relief - just glad I am not the only one! Thanks for pointing it out.