Absolutely horrible experience with Afrihost and Openserve

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Vannhh

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So to cut a long story short, I have been trying to get a fibre line migrated for the past month. Openserve gives me a different excuse each time and the technician usually comes late and keeps blaming Afrihost. Querying with Afrihost just gets me "we are escalating this to our fibre ops department" or "we cant do anything untill we have management of the line" which left me to try and get this sorted on my own. Requested to speak to a manager and was told Shaun would phone me back. Still waiting. After following up with Afrihost since sunday i am finally told this morning that apparently my landlord cancelled her fibre - of which i want to get the line rented to me- incorrectly and they have issued a new order to Openserve. Thus I will have to wait ANOTHER TWO weeks. I inquired about why their fibre ops did not pick this up a month ago when I tried to arrange for the migration and was just told that they are sorry and they cant escalate this further or get Openserve to activate the line quicker. I am fed up with waiting and am considering cancelling and going to another ISP. If i have to wait in anycase maybe another ISP will be able to assist me better in the future.
 
Vannhh said:
So to cut a long story short, I have been trying to get a fibre line migrated for the past month. Openserve gives me a different excuse each time and the technician usually comes late and keeps blaming Afrihost. Querying with Afrihost just gets me "we are escalating this to our fibre ops department" or "we cant do anything untill we have management of the line" which left me to try and get this sorted on my own. Requested to speak to a manager and was told Shaun would phone me back. Still waiting. After following up with Afrihost since sunday i am finally told this morning that apparently my landlord cancelled her fibre - of which i want to get the line rented to me- incorrectly and they have issued a new order to Openserve. Thus I will have to wait ANOTHER TWO weeks. I inquired about why their fibre ops did not pick this up a month ago when I tried to arrange for the migration and was just told that they are sorry and they cant escalate this further or get Openserve to activate the line quicker. I am fed up with waiting and am considering cancelling and going to another ISP. If i have to wait in anycase maybe another ISP will be able to assist me better in the future.
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Hi Vannhh. I'm sorry to hear about your poor experience and the long delay you've been experiencing with regards to your fibre migration. We certainly try our best to resolve these orders as quickly as possible, but there are sometimes factors outside of our control that could cause delays. It's hard for me to confirm exactly what happened with your order without looking at your account. Please feel free to PM me your account info and I'll do my best to make things right again. :)
 
Please keep us on the forum updated with what happens, Vannhh! AfriFella seems to like making promises, but he doesn't have the support personnel backing him up to be able to keep his promises.
 
Well seems like there was massive confusion between Openserve and Afrihost. Telkom cancelled my landlords fibre line and discontinued it even though she clearly stated on the cancellation form that it was to be migrated to a new ISP. Afrihosts fibre ops never picked this up when I queried at the start and so the problem just perpetuated itself. Currently they issued a new order to Openserve. I have to wait two weeks for the lead time as apparently there is nothing Afrihost can do to speed up this as it is in Opensere's hands. I requested this morning that they at least please keep following up as I dont want to wait two weeks, nothing happens, I query it, and then I have to wait even longer. No luck regarding that though.

So yeah, I guess I have to be patient. Thanks Afridude for all the help, I know it must be crap trying to help out here, seeing the negativity and being stonewalled from the other side.

Ive been considering LTE-A but its a bit out of my budget and I dont think coverage will be enough.

That said, anybody know of an effective way to put in a complaint against Telkom? I see going the ICASA route is basically useless.
 
Update, my fibre was sorted yesterday. Finally. Took the technician like ten minutes to get me sorted. About an hour for me to figure out how to bridge two routers (so easy now that I know). Anyway yeah, thanks for the help Afrihost. Sorry I had to threaten to cancel my services if a ticket was not issued to your fibre ops to follow up with Openserve and make sure that they will come and activate the line. So yeah, now I can go on and work again. Just a bit worried about my data usage, but I think thats Windows chugging away at my data for updates.
 
Vannhh said:
Update, my fibre was sorted yesterday. Finally. Took the technician like ten minutes to get me sorted. About an hour for me to figure out how to bridge two routers (so easy now that I know). Anyway yeah, thanks for the help Afrihost. Sorry I had to threaten to cancel my services if a ticket was not issued to your fibre ops to follow up with Openserve and make sure that they will come and activate the line. So yeah, now I can go on and work again. Just a bit worried about my data usage, but I think thats Windows chugging away at my data for updates.
Click to expand...

I am glad to hear that this has been resolved. :)

What sort of Fibre account do you have with us?

If we can help with anything going forward, please let us know!
 
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