Afrihost’s ADSL subscribers experienced slow speeds and high latency yesterday, caused by a router failure in London. This problem comes amidst a period of network instability from Afrihost after the company’s ADSL move from Internet Solutions to MTN.
Afrihost director Greg Payne explained that the London router failure forced them to route ADSL traffic over other paths, but the reduced capacity meant a degraded experience by subscribers.
“MTN has assured Afrihost that it is adding additional redundant international capacity to avoid these types of issues going forward,” said Payne.
Some Afrihost subscribers also complained about poor support from Afrihost. Payne said that the support problems can be explained by the network issues.
“During periods such as these, our call centre is inundated with calls and we apologise to all those clients who had to hold on the phone or did not receive a quick response from us,” said Payne.
“Afrihost is on a drive to vastly increase the number of technical support staff and all these positions are currently available on our website. It takes a bit of time to find the right people with the right skills and attitude, but we have been actively recruiting for the past three months and will continue to do so.”
Payne added that they recently launched a brand new version of their ClientZone, which gave a few problems after the launch. “These problems have been ironed out and it is now up and running,” said Payne.
“We would like to apologise to our clients for the poor service they have received recently. This makes us lose sleep at night and not many people at Afrihost have had a full night’s sleep recently,” said Payne.
“We would like to assure our clients that we won’t rest until we are happy (and more importantly, they are happy) that we are providing them with the absolutely best performance and service that they deserve.”