Afrihost level of support :-(

[OCP]

I have been a long time client of CISP.
Your service has always been exceptional which is why I have promoted your company to countless individuals and companies.

On the 30th of April I logged the transfer of my fibre line:
- relocation request: 20260501-2659042
- cancelation request: 20260430-2658537

On the 1st of May a cancellation ticket was created for my old property with termination date as 2026-06-30 23:59:00
on the 4th of May a new order ticket was created (COOL-20260504-2660820) for my new property with activation for 1st of July

I received numerous emails during May/June stating:
"This is a friendly reminder that we will proceed with your order on the 01/07/2026 once the line has been released."

1st of July; the day the line was supposed to be activated:

06:23 emailed at to confirm:
- we took occupancy last night and now have full access to the property.
- The previous owner only left behind the fibre termination (image was attached for clarification)
- The ONT had been removed / was not there.

09:28 email from Nkhensani Ndlovu asking if I have an ONT.
(Clearly my previous ticket was not read / comprehended)

18:47 emailed confirming as per previous email there is no ONT.

21:13 email from Robyn Herron "may we proceed to place a new installation order for you"

22:10 emailed confirming to place order + asked why asking me to confirm when order should have been in placed (never answered)

2nd of July; the day AFTER the line was supposed to be activated:

08:26 email from Morongwa Nkoana confirming order has been placed.

19:45 emailed asking the following questions:
- Surely the order should have been placed weeks ago already for activation to take place on the 1st as per the transfer that I submitted 2 months ago?
- If the order is only placed AFTER the day activation was supposed to take place please explain the logic of informing you 2 months ago - getting numerous emails throughout telling me it is in progress??

3rd of July; now 2 days AFTER the line was supposed to be activated:

09:29 email from Ambani Maneba stating: "Please be informed that we are following up with the fibre line provider regarding your order and we have requested the process be expedited."

I replied to this at 10:31 asking again why the order was placed the day AFTER the line was supposed to be activated.

No response from your support team since.
I sent the above to @CoolHelp who also has not responded,

When I heard that CISP had been bought by Afrihost I voiced my concerns and was assured nothing would change,
Clearly my concerns were correct as Afrihost has tainted what was one of the best companies in SA.

 

[CoolEscalator]

Good day @OCP
Thank you for reaching out, apologies if you have not had a good experience Thus far.

I sent the above to @CoolHelp who also has not responded,

I would like to note, unfortunately the @CoolHelp account has been inactive for a a few months now, as we have yet to introduce a replacement for the previous person in charge of the account. However I must admit there should have been a post to mention this change on the other forum- apologies.

06:23 emailed at to confirm:
- we took occupancy last night and now have full access to the property.
- The previous owner only left behind the fibre termination (image was attached for clarification)
- The ONT had been removed / was not there.

Regarding your order troubles, what I can at least confirm is, that our team did indeed place the order on the 1st.
This email at 06:23 on 01/07/2023 first stated your order reference(FRG number), and that we submitted the order to Frogfoot.
This email also reminded you to kindly send the installation images if not done already.
Unfortunately we cannot guarantee the activation date, as the order was only able to be placed on the 1st(when the line was available), which is what was done at 06:23.
Which was also mentioned in the mails mentioned below:
"This is a friendly reminder that we will proceed with your order on the 01/07/2026 once the line has been released."

Since you only took occupancy on the 1st, we understand if this was the first time you would be able to share images of the installtion present.
This is also when you informed us at that the previous owner took the ONT with them, which unfortunately changed the situation, as it was now not as simple as placing an activation order, a new installtion now has to take place, which is currently delaying matters. (Understandably, neither of us could have foreseen this happening)

21:13 email from Robyn Herron "may we proceed to place a new installation order for you"

22:10 emailed confirming to place order + asked why asking me to confirm when order should have been in placed (never answered)

2nd of July; the day AFTER the line was supposed to be activated:

I do see some back and forth on the ticket, where staff may have not read the previous emails sent, which understandably caused further frustrations , apologies for that, and thank you for bringing this to our attention. I will share the feedback internally to address further.

At the time of the follow up emails, the order was already placed(on the 1st), which again, may have resulted in some confusion, and I understand why you may have thought we only placed the order on the 2nd.

This should have been worded differently, and should not have given off that impression..
This was when our team escalated the order to Frogfoot, since a new installation needed to be done.

Our team followed up with Frogfoot again the day after on the 3rd, which is unfortunately still pending a responsse.

We hope you unrstand, that it's physically not possible for Frogfoot to activate the service, if the ONT was removed from the premises by the previous tennant, this is unfortunately the main cause of the delays.

----------------------------------------------------

I just wanted to lay out the events that transpired, to clear up any miscomuncation that may have occurred during this time.
Had the ONT not been removed by the previous tennant, the link may have indeed been activatd ont he 1st, or the 2nd at the latest. However this now requires techs from Frogfoot to install a new ONT, which unfortunately takes a bit more time to action from the FNO side.

I will share this with our team internally in hopes to expidite this a bit further with Frogfoot, however I cannot guarantee a ETA as yet.
Please allow me some time to addess this internally, and I will revert back with an update as soon as possible.

Your time and patience is much appreciated

When I heard that CISP had been bought by Afrihost I voiced my concerns and was assured nothing would change,
Clearly my concerns were correct as Afrihost has tainted what was one of the best companies in SA.

I want to also assure you, that Afrihost has no direct involvement in our Support, or our processes. We opperate completely independently as a business., as we always have been.This was merely a series of unfortuante events that took place, which could have been avoided. We will do our best to correct our processes where we can.

 

[CoolEscalator]

I have followed up with Frogfoot in this regard, and advise they will attempt to call you in the morning around 9-10 for scheduling the ONT install.

 

[CoolEscalator]

Hi there @OCP . I see the ONT has been installed, and you are online with your Previous PPPoE details. You will receive your new details once all is in order.

If there is anything else. Please don't hesitate to reach out.