Afrihost Capped DSL Feedback

So two weeks since I logged my call, and gotten feedback that does not remotely relate to the call logged, even reference to data being rolled over that did not happen. Now, I just want to see how long it actually takes Afrihost to provide a proper response.

Timeline

01 March - Purchased 150gb capped data

+- 10 March - Downgrade request to change to 1gb package once 150gb package is fully used up. 80gb of the 150gb data still left

10 March - Data used between midnight and 8 is deducted from 80gb

11 -13 March - Data used between midnight and 8 continues to be deducted remainder of capped gb

14 March - Account is now capped due to the above. The full 150gb allocation is now completely depleted.

Support ticket logged: 12 March

1st Response: Package was downgraded, and therefore I lose the free time benefit (despite having 80gb left at the time and paying full price).

2nd Response: "The client is on a 1gb package and therefore does not qualify for free data."

3rd Response: Free time data does not apply on rollovers in the following month (WTF? If someone can understand how this is relevant, please help me understand?)

4th Response: If the data was used up, the benefits of the new package will apply (but as stated to Afri many times, the data was not yet used up, I still had atleast 80gb remaining).

The above responses seems to indicate that not one of the support people has actually looked at what happened to my account. They are just blindly responding to the query.

Anyway, over to Afrifella
 
Last edited:
F1 Fan said:
So two weeks since I logged my call, and gotten feedback that does not remotely relate to the call logged, even reference to data being rolled over that did not happen. Now, I just want to see how long it actually takes Afrihost to provide a proper response.

Timeline

01 March - Purchased 150gb capped data

+- 10 March - Downgrade request to change to 1gb package once 150gb package is fully used up. 80gb of the 150gb data still left

10 March - Data used between midnight and 8 is deducted from 80gb

11 -13 March - Data used between midnight and 8 continues to be deducted remainder of capped gb

14 March - Account is now capped due to the above. The full 150gb allocation is now completely depleted.

Support ticket logged: 12 March

1st Response: Package was downgraded, and therefore I lose the free time benefit (despite having 80gb left at the time and paying full price).

2nd Response: "The client is on a 1gb package and therefore does not qualify for free data."

3rd Response: Free time data does not apply on rollovers in the following month (WTF? If someone can understand how this is relevant, please help me understand?)

4th Response: If the data was used up, the benefits of the new package will apply (but as stated to Afri many times, the data was not yet used up, I still had atleast 80gb remaining).

The above responses seems to indicate that not one of the support people has actually looked at what happened to my account. They are just blindly responding to the query.

Anyway, over to Afrifella
Click to expand...

I know that you've been having a poor experience and I'm really sorry for that. :( I've tried to answer your questions as best I can over PM. Please let me know if anything is still unclear.
 
Only reply coming back from AH support desk is this autoresponder.... hours and (9) days go by no human response. Have they eloped, or is something broken in the support system?

Excellence is service has a time frame....

Thank you for contacting us. Our team will get back to you as soon as possible.
While you wait to hear back from us, please have a look at our updated Frequently Asked Questions page as your question may have already been answered: http://faq.afrihost.com
When replying, please make sure that the ticket ID is kept in the subject so that we can track your replies.
Click to expand...
 
Last edited:
Hi,

I had mistakenly placed post in incorrect thread/forum.

I Have been using Afrihost Rain LTE for about 5 months. In the last few days or week the speed is terrible. Early evening onwards it caps at 1Mbps. In the morning about 5 to 8 Mbps.

Afrihost not too helpful. I appreciate they are a reseller of sorts for Rain, but my account is with Afrihost. I understand Rain direct queries back to Afrihost.

Any ideas why the speed is so terrible? Not enough to even download let alone stream.

Hope one of the Afrihost reps who are interested in their product are on this forum and will help me please. Call centre / email help give the stock standard side step answers.

If I do move to ftth, using Afrihost, will my current costs and obligations with Afrihost LTE RAIN be covered under the R4000 transfer of isp as offered by Afrihost? Basically I have a month or two left of my obligation for the router (R1000) I was given when signing up to the LTE RAIN package. In terms of client retention will this R1000 be waived?

Last call for Afrihost help, else considering move to fibre, possibly elsewhere.

Thanks
 
DeSLAM said:
Only reply coming back from AH support desk is this autoresponder.... hours and (9) days go by no human response. Have they eloped, or is something broken in the support system?

Excellence is service has a time frame....
Click to expand...

9 hours definitely seems like way too long for a query to go unresolved or unanswered.

Can you please send me the ticket reference via PM and I'll make sure we get onto this ASAP :(
 
podthis said:
Hi,

I had mistakenly placed post in incorrect thread/forum.

I Have been using Afrihost Rain LTE for about 5 months. In the last few days or week the speed is terrible. Early evening onwards it caps at 1Mbps. In the morning about 5 to 8 Mbps.

Afrihost not too helpful. I appreciate they are a reseller of sorts for Rain, but my account is with Afrihost. I understand Rain direct queries back to Afrihost.

Any ideas why the speed is so terrible? Not enough to even download let alone stream.

Hope one of the Afrihost reps who are interested in their product are on this forum and will help me please. Call centre / email help give the stock standard side step answers.

If I do move to ftth, using Afrihost, will my current costs and obligations with Afrihost LTE RAIN be covered under the R4000 transfer of isp as offered by Afrihost? Basically I have a month or two left of my obligation for the router (R1000) I was given when signing up to the LTE RAIN package. In terms of client retention will this R1000 be waived?

Last call for Afrihost help, else considering move to fibre, possibly elsewhere.

Thanks
Click to expand...

Sorry about the poor RAIN experience you are having. We are definitely interesting in providing you with a good experience. We would definitely need to troubleshoot, but it could be a coverage issue or increase in demand in your area. If that's the case, we report it to RAIN so that they can investigate and either make improvements where they can or schedule the area for upgrade.
 
AfriMan said:
Sorry about the poor RAIN experience you are having. We are definitely interesting in providing you with a good experience. We would definitely need to troubleshoot, but it could be a coverage issue or increase in demand in your area. If that's the case, we report it to RAIN so that they can investigate and either make improvements where they can or schedule the area for upgrade.
Click to expand...
How long will the troubleshooting take? From other posts, this is not a new issue, but rather experienced by many
 
AfriFella said:
I know that you've been having a poor experience and I'm really sorry for that. :( I've tried to answer your questions as best I can over PM. Please let me know if anything is still unclear.
Click to expand...

Hi Afrifella,

Please explain why free time data was deducted from the 150gb cap that I paid for? I really cannot articulate this any other way..

I sent this to support as well, proof that free time data was being deducted:

Screenshot_2018-03-12-03-09-30-632_com.afrihost.adslbandwidthmonitor.png

Taken at 3am on 12 March, showing that between the hours of 00:00 and 03:00am, I have roughlyused 10gigs of my capped account downloading (despite it being during free time).
 
Last edited:
F1 Fan said:
Hi Afrifella,

Please explain why free time data was deducted from the 150gb cap that I paid for? I really cannot articulate this any other way..

I sent this to support as well, proof that free time data was being deducted:

Taken at 3am on 12 March, showing that between the hours of 00:00 and 03:00am, I have roughlyused 10gigs of my capped account downloading (despite it being during free time).
Click to expand...

It looks like you're using a Free GB, which is not eligible for free time. If you downgraded a paid product to free, free time would no longer apply once the downgrade takes place.
 
AfriMan said:
It looks like you're using a Free GB, which is not eligible for free time. If you downgraded a paid product to free, free time would no longer apply once the downgrade takes place.
Click to expand...

Hi,

To clarify, I pay for the product in full i.e R150 for 150gb, and once I downgrade (which only takes effect once my full 150gb allocation is depleted), I lose the free time benefit immediately even if I have 80gb of my 150gb left?
 
Last edited:
F1 Fan said:
Hi,

To clarify, I pay for the product in full i.e R150 for 150gb, and once I downgrade (which only takes effect once my full 150gb allocation is depleted), I lose the free time benefit immediately even if I have 80gb of my 150gb left?
Click to expand...

As soon as you downgrade the product, it's properties/attributes change to that fo the free product. I see you've been chatting about this at length with AfriFella, so I might be repeating what he's already mentioned. You will definitely still get the data you paid for.
 
For the last two weeks my browsing and streaming has been very poor and getting worse. Download speeds are fine but web pages are slow to load and when streaming tv it takes ages to start the stream but once it gets going then it streams ok. Here are a couple of test results:
Tracing route to 8.8.8.8 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 10.0.0.2
2 * * * Request timed out.
3 * 34 ms 34 ms 169.1.5.81
4 * * * Request timed out.
5 * * * Request timed out.
6 * 51 ms 51 ms 169.1.21.80
7 59 ms 58 ms 58 ms 169.1.5.241
8 56 ms 56 ms 56 ms 72.14.239.35
9 58 ms 57 ms 57 ms 8.8.8.8

Trace complete.


Pinging bras.afrihost.com [155.239.255.250] with 32 bytes of data:
Reply from 155.239.255.250: bytes=32 time=13ms TTL=63
Reply from 155.239.255.250: bytes=32 time=12ms TTL=63
Reply from 155.239.255.250: bytes=32 time=13ms TTL=63
Reply from 155.239.255.250: bytes=32 time=13ms TTL=63

Ping statistics for 155.239.255.250:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 13ms, Average = 12ms

From the tracert it seems that there is a lot of packet loss.

Any ideas anyone?
 
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