Afrihost 3rd Party Support for Telkom non existent...

pinkscorpio68

pinkscorpio68

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Joined
Aug 1, 2011
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Location
Pretoria, South Africa
We have repeatedly logged calls with Afrihost to have our line seen to/repaired/fixed/replaced/what ever... we never got joy out of Afrihost and we are paying for this (bundled package)????????????

We have 4Mb ADSL at the premises.

On 18 March, we were out of options and gave up licking Afrihost to help us, we went direct to Telkom and logged and a call... we were averaging 30kbps on a 4Mb line.

On 26 March, a Telkom technician came to the premises... went through everything, he was thorough... and friendly. He diagnosed the line from the pole to the building was faulty and replaced it... we are now averaging 3.4mbps on this line.

So what did Afrihost do in the past +- 2 to 3 years that we have been paying them for??????????? We lost count how many times they told us to switch off the modem to do a port reset, etc.

Afrihost, your support sucks...
 
pinkscorpio68 said:
We have repeatedly logged calls with Afrihost to have our line seen to/repaired/fixed/replaced/what ever... we never got joy out of Afrihost and we are paying for this (bundled package)????????????

We have 4Mb ADSL at the premises.

On 18 March, we were out of options and gave up licking Afrihost to help us, we went direct to Telkom and logged and a call... we were averaging 30kbps on a 4Mb line.

On 26 March, a Telkom technician came to the premises... went through everything, he was thorough... and friendly. He diagnosed the line from the pole to the building was faulty and replaced it... we are now averaging 3.4mbps on this line.

So what did Afrihost do in the past +- 2 to 3 years that we have been paying them for??????????? We lost count how many times they told us to switch off the modem to do a port reset, etc.

Afrihost, your support sucks...
Click to expand...

Firstly, I'm really happy to hear that your line finally got fixed. :)

I think it's important to note that our support agents to not have insights into the physical condition of your line. This is something that can only be managed and reported on by the Telkom/Openserve technicians on site. We can, however, do our best to deduce and log faults based on how your line is testing as well as by troubleshooting with the client. I think it's safe to say that the physical replacement of a copper line is often the last possible fix that can be achieved, and before that, all other options must be exhausted.

From my side, I'm really sorry to hear that it took so long to get your fault resolved. And I'm really glad to hear that you managed to get an Openserve technician who identified the fault so thoroughly. :) If there is anything else I can follow up on for you, please feel free to drop me a PM. :)
 
Hi AfriFella

We also asked that a technician be sent out numerous times to investigate our line. That is why we took matters into our own hands, as nothing was forth coming.

And some weekends when it was worst, then there is NO call center to call :mad:

We are seriously thinking of moving the line back to Telkom for this very reason!
 
pinkscorpio68 said:
Hi AfriFella

We also asked that a technician be sent out numerous times to investigate our line. That is why we took matters into our own hands, as nothing was forth coming.

And some weekends when it was worst, then there is NO call center to call :mad:

We are seriously thinking of moving the line back to Telkom for this very reason!
Click to expand...

I'm really sorry you feel that way. It definitely sounds like we didn't put our best foot forward here, but I promise we can do better. If you ever have any problems, please don't hesitate to drop me an email on [email protected], and I will be more than happy to assist you :(
 
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