Afrihost - this would be funny if it wasn't tragic

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smc

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Seems I have the fastest ADSL line in South Africa. No, scratch that, the fastest ADSL line in the world. It can do 39GB in an hour! Which is something like a 100M plus line. Attached is a screenshot of my Afrihost data usage on my capped account.

I won't bore everybody with all the details - this has gone through about 12 emails, calls, chats, etc, but here is the summary:

  • Back in late November, I noticed that bandwidth wasn't being recorded properly on my account. I contacted Afrihost, and told them so at the time. No response at all.
  • Come December 3, I find out that I'm capped. ?????? Contact Afrihost. Find out that I supposedly used 32G in less than an hour. Point out that this is physically impossible. "We'll get back to you"
  • No response from Afrihost. Eventually get someone on chat. Promises this will be sorted. <Repeat this step several times>
  • Eventually, Afrihost give me 18G as a temporary measure until this is sorted.
  • Another 7G vanishes from account - also supposedly used on the same day as the 32G. Apparently I have a time machine as well as the fastest ADSL line in the world.
  • Contact Afrihost twice yesterday. Am promised that I will be emailed/will be contacted today - nothing.

So I have a 30G capped account plus a 18G "temporary allowance". However, it's got 39G subtracted from it. AKA, I now have a 9G account for the price of a 30G account. Afrihost seem to be going down a road of saying that while the data log is wrong, it's at the same time also right. If that doesn't make sense you, then don't worry - it doesn't make sense to me either. The claim (as of yesterday night, and as nearly as I could understand it) was that that somehow the 39G was used in December, just not all in one hour, and the radius sever was "catching up". There are of course no logs to substantiate that, but "the radius server is always right". This is the radius server that thinks I have a 100M+ adsl line :wtf:

So far, this is funny ridiculous. But here's the tragic bit: Afrihost seem not to care in the slightest, and support is totally AWOL. In all the emails, messages, etc, NOBODY from Afrihost has ever responded to me. At all. The only information I've got is when I either phoned or started a chat session, and "captured" someone. Every time there's been a "we'll get back you", it hasn't happened.

Along the way, I've emailed support and "critical care", I've logged support tickets, I've PM'd Afriguy, I've cc'd Gian on emails. Nothing. I've even phoned and asked to speak with Gian. Turns out customers can't do that.

So, sadly, after being with Afrihost since pretty much when they started, and sticking by them through the whole network change disaster when the latency on lines in Cape Town made you think that sending a messenger pigeon would be faster, I'll be finding a new ISP.

Dec12Usage copy.jpg
 
smc said:
Seems I have the fastest ADSL line in South Africa. No, scratch that, the fastest ADSL line in the world. It can do 39GB in an hour! Which is something like a 100M plus line. Attached is a screenshot of my Afrihost data usage on my capped account.

I won't bore everybody with all the details - this has gone through about 12 emails, calls, chats, etc, but here is the summary:

  • Back in late November, I noticed that bandwidth wasn't being recorded properly on my account. I contacted Afrihost, and told them so at the time. No response at all.
  • Come December 3, I find out that I'm capped. ?????? Contact Afrihost. Find out that I supposedly used 32G in less than an hour. Point out that this is physically impossible. "We'll get back to you"
  • No response from Afrihost. Eventually get someone on chat. Promises this will be sorted. <Repeat this step several times>
  • Eventually, Afrihost give me 18G as a temporary measure until this is sorted.
  • Another 7G vanishes from account - also supposedly used on the same day as the 32G. Apparently I have a time machine as well as the fastest ADSL line in the world.
  • Contact Afrihost twice yesterday. Am promised that I will be emailed/will be contacted today - nothing.

So I have a 30G capped account plus a 18G "temporary allowance". However, it's got 39G subtracted from it. AKA, I now have a 9G account for the price of a 30G account. Afrihost seem to be going down a road of saying that while the data log is wrong, it's at the same time also right. If that doesn't make sense you, then don't worry - it doesn't make sense to me either. The claim (as of yesterday night, and as nearly as I could understand it) was that that somehow the 39G was used in December, just not all in one hour, and the radius sever was "catching up". There are of course no logs to substantiate that, but "the radius server is always right". This is the radius server that thinks I have a 100M+ adsl line :wtf:

So far, this is funny ridiculous. But here's the tragic bit: Afrihost seem not to care in the slightest, and support is totally AWOL. In all the emails, messages, etc, NOBODY from Afrihost has ever responded to me. At all. The only information I've got is when I either phoned or started a chat session, and "captured" someone. Every time there's been a "we'll get back you", it hasn't happened.

Along the way, I've emailed support and "critical care", I've logged support tickets, I've PM'd Afriguy, I've cc'd Gian on emails. Nothing. I've even phoned and asked to speak with Gian. Turns out customers can't do that.

So, sadly, after being with Afrihost since pretty much when they started, and sticking by them through the whole network change disaster when the latency on lines in Cape Town made you think that sending a messenger pigeon would be faster, I'll be finding a new ISP.
Click to expand...

Very strange issue! Before you jump ship - could you do something for me. Please would you go to ClientZone, go to your capped account, click the graph, and click send logs via email. Check on those logs if the connection to your capped account was from one phone line (same calling station) - as it is possible that someone else may be using your account at the same time (although very unlikely, might as well just check). Also, PM @Afriman if you havent already done it - he may be able to help more as he is very well connected :D

If you are over it - I wish you good times with your new ISP :)
 
The Afrihost support guys have already verified that the usage is logged as from my line. At this point, about the only thing that everyone agrees on is that this is a data glitch.

And I mean, glitches happen - I'm in the software business, so I know. The problem here is that Afrihost aren't sorting the problem. And I did PM "Afriguy". Didn't even have the courtesy to respond. :(
 
smc said:
The Afrihost support guys have already verified that the usage is logged as from my line. At this point, about the only thing that everyone agrees on is that this is a data glitch.

And I mean, glitches happen - I'm in the software business, so I know. The problem here is that Afrihost aren't sorting the problem. And I did PM "Afriguy". Didn't even have the courtesy to respond. :(
Click to expand...

Very strange! I know the team had a break over the weekend due to Mandela, however they should have replied by now. I will bring this up in the AH threads for you!
 
I was also thinking while reading the above that someone else or even multiple people may have been logged on with different lines and downloading.
 
It's (I think) quite unlikely that this is multiple people - the logs say it's all my number, but also, the original late November problem that I originally contacted Afrihost about included days where I was online, but zero usage showed in the logs. Which really points to a data issue.
 
Last edited:
smc said:
It's (I think) quite unlikely that this multiple people - the logs say it's all my number, but also, the original late November problem that I originally contacted Afrihost about included days where I was online, but zero usage showed in the logs. Which really points to a data issue.
Click to expand...

I have a similar problem.... but only thing is mine is a few hundred megs... but it showed that I havent used the account at all.
 
zizo911 said:
I have a similar problem.... but only thing is mine is a few hundred megs... but it showed that I havent used the account at all.
Click to expand...

Interesting. I'm in Cape Town as well. I'd suggest keeping a close eye on your logs; zero usage days was how my issue started. Which didn't bother me too much, although I did report it. Went really bad after that....
 
I'm surprised at all the Afrihost issues lately.

Who's left for decent service?
 
smc said:
Seems I have the fastest ADSL line in South Africa. No, scratch that, the fastest ADSL line in the world. It can do 39GB in an hour! Which is something like a 100M plus line. Attached is a screenshot of my Afrihost data usage on my capped account.

I won't bore everybody with all the details - this has gone through about 12 emails, calls, chats, etc, but here is the summary:

  • Back in late November, I noticed that bandwidth wasn't being recorded properly on my account. I contacted Afrihost, and told them so at the time. No response at all.
  • Come December 3, I find out that I'm capped. ?????? Contact Afrihost. Find out that I supposedly used 32G in less than an hour. Point out that this is physically impossible. "We'll get back to you"
  • No response from Afrihost. Eventually get someone on chat. Promises this will be sorted. <Repeat this step several times>
  • Eventually, Afrihost give me 18G as a temporary measure until this is sorted.
  • Another 7G vanishes from account - also supposedly used on the same day as the 32G. Apparently I have a time machine as well as the fastest ADSL line in the world.
  • Contact Afrihost twice yesterday. Am promised that I will be emailed/will be contacted today - nothing.

So I have a 30G capped account plus a 18G "temporary allowance". However, it's got 39G subtracted from it. AKA, I now have a 9G account for the price of a 30G account. Afrihost seem to be going down a road of saying that while the data log is wrong, it's at the same time also right. If that doesn't make sense you, then don't worry - it doesn't make sense to me either. The claim (as of yesterday night, and as nearly as I could understand it) was that that somehow the 39G was used in December, just not all in one hour, and the radius sever was "catching up". There are of course no logs to substantiate that, but "the radius server is always right". This is the radius server that thinks I have a 100M+ adsl line :wtf:

So far, this is funny ridiculous. But here's the tragic bit: Afrihost seem not to care in the slightest, and support is totally AWOL. In all the emails, messages, etc, NOBODY from Afrihost has ever responded to me. At all. The only information I've got is when I either phoned or started a chat session, and "captured" someone. Every time there's been a "we'll get back you", it hasn't happened.

Along the way, I've emailed support and "critical care", I've logged support tickets, I've PM'd Afriguy, I've cc'd Gian on emails. Nothing. I've even phoned and asked to speak with Gian. Turns out customers can't do that.

So, sadly, after being with Afrihost since pretty much when they started, and sticking by them through the whole network change disaster when the latency on lines in Cape Town made you think that sending a messenger pigeon would be faster, I'll be finding a new ISP.

View attachment 88049
Click to expand...

I'm sorry to hear that we didn't follow this query up via our support channels.

What occasionally happens is that data (accounting packets) are parsed late from Telkom to us, which can result in unexpected spikes like this is in usage. Generally speaking our reporting is much closer to realtime, but it depends on the local Telkom units that send us the accounting. We reclaim that overage in the same month if possible, otherwise we will reclaim it from the following month.

This is a likely explanation - but we'll need to investigate fully to confirm or find an alternate reason. Please drop me a PM (and please CC AfriGuy as well) so we can look further into this :(
 
AfriMan said:
I'm sorry to hear that we didn't follow this query up via our support channels.

What occasionally happens is that data (accounting packets) are parsed late from Telkom to us, which can result in unexpected spikes like this is in usage. Generally speaking our reporting is much closer to realtime, but it depends on the local Telkom units that send us the accounting. We reclaim that overage in the same month if possible, otherwise we will reclaim it from the following month.

This is a likely explanation - but we'll need to investigate fully to confirm or find an alternate reason. Please drop me a PM (and please CC AfriGuy as well) so we can look further into this :(
Click to expand...

I have PM'd you the support reference number. I should however point out that this not a simple case of data being late. I have several times requested that Afrihost provide accurate day-day logs for the period, and none have been forthcoming. The screenshot is as my account looks right now. The only log I've ever seen is the "physically impossible" one.

I hope you're not suggesting, as you colleague seemed to be in my previous chat session, that data that is blatantly incorrect can still be used to bill customers?

Because if that's the case, I suggest everybody runs away from Afrihost as fast as they can.
 
The lack of feedback from Afrihost when trying to sort out any problem is quite shocking! In fact that is what forced my hand into complaining pretty much everywhere online in order to get a response and hopefully a solution. This leaded a representative from Afrihost and myself to have quite an interesting conversation after which i was refunded for december, credited for jan, my account cancelled and my line moved back to telkom. All without me requesting any of it or having the opportunity to object.

This situation turned me into someone that complains about a company publicly and constantly, which i seriously dislike. But this was after weeks of trying to find someone to help me resolve this as they promise to do in all of their advertising. They failed every time to get back to me (and it seems quite a lot of other people). I give credit where it is due and have done so in the past when they have actually been extremely helpful. Something seems to have changed though. From peoples posts online on multiple threads it is clear that I was not the only one with a particular problem and that I am not the only one to receive terrible service as well as a massive lack of feedback.
 
I happen to agree.

I have been receiving worse and worse service from them.

The last straw was this week.

It took a total of 12 emails (over 6 days) before a person would actually phone me.

Then I was informed that they do now throttle the business uncapped product, Afrihost is pulling an MWEB.


Time to find a new ISP.
 
requiem said:
I happen to agree.

I have been receiving worse and worse service from them.

The last straw was this week.

It took a total of 12 emails (over 6 days) before a person would actually phone me.

Then I was informed that they do now throttle the business uncapped product, Afrihost is pulling an MWEB.


Time to find a new ISP.
Click to expand...

Your opinion about them throttling business uncapped is false.
 
vicv said:
Your opinion about them throttling business uncapped is false.
Click to expand...

Yes, sure... I would lie about they told me they are doing, which matches my experience.

"my opinion".... god, obviously you have financial incentive...
 
Guys, guys, has it ever occured to you that maybe the level of service appears differently from customer to customer and it's all subjective? Let's not forget that in 99% of connection issues our alltime fave last mile provider, the fabled Hellkom, is at fault, rather than our bandwith providers like AH and others?
I, for my part, can honestly attest that I always received the friendliest and most understanding service, technically and personally, from the Afrihost team. Never experienced any throttling or moderation, not even when I tested various Linux distros and pirated lots of movies and TV series. Okay, I admit I'm not trying to download the entire internet but I may rake up like 150-250 GB/mth. Always full speed when surfing and the local exchange wasn't in trouble. Just recently switched my line from Telkom to AH, and it was done in a day. Enjoying stable sync on 8 MB right now. Or as Afriman puts it so nicely: Pure Internet Bliss. :love:
 
Your time will come! I had incredible service from them as well at the start but then everything went to S*** and yah, they will not reply to emails/texts/pm or smoke signals. When you phone them they will promise you that they will get back to you soon but they wont at all

I really hope that this does not happen to you but I am not too confident about that.


HermanTheGerman said:
Guys, guys, has it ever occured to you that maybe the level of service appears differently from customer to customer and it's all subjective? Let's not forget that in 99% of connection issues our alltime fave last mile provider, the fabled Hellkom, is at fault, rather than our bandwith providers like AH and others?
I, for my part, can honestly attest that I always received the friendliest and most understanding service, technically and personally, from the Afrihost team. Never experienced any throttling or moderation, not even when I tested various Linux distros and pirated lots of movies and TV series. Okay, I admit I'm not trying to download the entire internet but I may rake up like 150-250 GB/mth. Always full speed when surfing and the local exchange wasn't in trouble. Just recently switched my line from Telkom to AH, and it was done in a day. Enjoying stable sync on 8 MB right now. Or as Afriman puts it so nicely: Pure Internet Bliss. :love:
Click to expand...
 
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