Afrihost and fiber accountability

[gboy]

Hi all,

I live in Century city. I have had endless issues with my fiber line, from getting it active to a recent and current failure. It seems that with frogfoot providing the network and Afrihost as ISP it is very easy and convenient to pass the buck. The ISP just blames the network provider, as a client you can't chase the network provider because they only deal with the ISP. So besides the general trouble shooting, an ISP basically can do nothing. There is a serious lack of accountability. With telkom I can understand, but with private networks like Afrihost and frogfoot I would have hoped for better. Is this a general problem ? - written while listening to hold Afrihost hold music.

 

[Syphonx]

If the fibre line is down or the ONT is faulty it is Frogfoots problem, any other issues are on Afrihost, whether they blame Frogfoot for it or not they still need to get it fixed one way or another.

 

[gboy]

Afrihost wipes there behind on fiber customers

My fiber line at Century City has been down for 2 days now. I have logged support queries, gone through the trouble shooting more than once. these are the responses i get

- This is a frogfoot line we therefor cannot do anything.
- We have on record that we have sent the fiber problem twice to the fiber team, but they have left no feedback.
- fiber support only works Monday to Friday, and therefore there is no support until Tuesday.

Firstly there is an accountability issue, who am i paying for the service Afrihost or Frogfoot and who takes responsibility.

They just wipe there a** on any sort of support unless you are lucky enough to be picked during the day. Despite 2 times they "upgraded the ticket" they could not care to even acknowledge the fault. lets all go on weekend till Tuesday.

I will be taking them to the advertising / consumer commission for 2 reasons

1) they state 24 hour support, this is not true as they cant provide support with there fiber team, except during weekdays 8 am to 5 pm.

2) There is no Distinct line as to who is actually responsible for the service, Frogfoot or Afrihost. This must be made very clear on all there advertising.

3) they claim they are passionate, about service and the product. It seems only if you are lucky enough to meet there strict time criteria.

chances are this is something simple because it was working until Tuesday afternoon.

 

[Johnatan56]

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We had this discussion with Frogfoot at a community meeting, it's Afrihost's responsibility to liaison with Frogfoot.

 

[Akasha]

 

[steel_dog]

Shocking. AH reps any response on this?
Sounds like dealing with Telkom. The promise of fibre, certainly by AH, is more control. Not looking true unless the there's a ball being dropped, which AH intends rectifying asap.

 

[lunch]

I don't even have fibre yet and my experience has been similar. It really doesn't bode well, I'm hoping by the time the fibre is actually live here there are alternatives

 

[LLoydizle]

Guess it's with the isp. I'm wnot th TT Connect and Cool Ideas. They contact TT Connect if there is an issue that occurred a few times.

 

[Johnatan56]

Duplicate: https://mybroadband.co.za/vb/showthread.php/882944-Afrihost-wipes-there-behind-on-fiber-customers

 

[AfriMan]

Hi all,

I live in Century city. I have had endless issues with my fiber line, from getting it active to a recent and current failure. It seems that with frogfoot providing the network and Afrihost as ISP it is very easy and convenient to pass the buck. The ISP just blames the network provider, as a client you can't chase the network provider because they only deal with the ISP. So besides the general trouble shooting, an ISP basically can do nothing. There is a serious lack of accountability. With telkom I can understand, but with private networks like Afrihost and frogfoot I would have hoped for better. Is this a general problem ? - written while listening to hold Afrihost hold music.

It's really hard to respond on a general level here. I feel I should explain that with fibre, the fibre providers lay all the physical infrastructure and use an open access model. So essentially they play the "Telkom" role of maintaining that fixed infrastructure while ISPs provide the data. So it's important to know if this is a data or a line issue, to know where the fix needs to take place. However, if we manage your line and provide data, then we should take the lead in making sure we do the right kind of troubleshooting, and then either report the issue to our own NOC team (in terms of data) or to the fibre provider.

If the problem is still ongoing, please drop me a PM and I'll make sure it gets taken forward.

 

[AfriMan]

My fiber line at Century City has been down for 2 days now. I have logged support queries, gone through the trouble shooting more than once. these are the responses i get

- This is a frogfoot line we therefor cannot do anything.
- We have on record that we have sent the fiber problem twice to the fiber team, but they have left no feedback.
- fiber support only works Monday to Friday, and therefore there is no support until Tuesday.

Firstly there is an accountability issue, who am i paying for the service Afrihost or Frogfoot and who takes responsibility.

They just wipe there a** on any sort of support unless you are lucky enough to be picked during the day. Despite 2 times they "upgraded the ticket" they could not care to even acknowledge the fault. lets all go on weekend till Tuesday.

I will be taking them to the advertising / consumer commission for 2 reasons

1) they state 24 hour support, this is not true as they cant provide support with there fiber team, except during weekdays 8 am to 5 pm.

2) There is no Distinct line as to who is actually responsible for the service, Frogfoot or Afrihost. This must be made very clear on all there advertising.

3) they claim they are passionate, about service and the product. It seems only if you are lucky enough to meet there strict time criteria.

chances are this is something simple because it was working until Tuesday afternoon.

In terms of a service where you pay us for a bundle (data and line), we are responsible for first line support (as I've outlined in my response below).

Our fibre team are there to mostly manage orders and high-level issues. In terms of general support, this should definitely go through our regular support channels, who will do all the first line checks, before escalating accordingly.

Like any organisation, certain teams are only available at certain hours, like our developers, designers, social media, etc but we do have a 24 hour contact centre for support.

 

[Johnatan56]

In terms of a service where you pay us for a bundle (data and line), we are responsible for first line support (as I've outlined in my response below).

Our fibre team are there to mostly manage orders and high-level issues. In terms of general support, this should definitely go through our regular support channels, who will do all the first line checks, before escalating accordingly.

Like any organisation, certain teams are only available at certain hours, like our developers, designers, social media, etc but we do have a 24 hour contact centre for support.

To get a direct answer, please true/false as the same applies to all ISP on frogfoot: you are responsible for all client side communication, the frogfoot support is not supposed to have any interaction with your customers regarding fault.logging etc.

 

[AfriFella]

To get a direct answer, please true/false as the same applies to all ISP on frogfoot: you are responsible for all client side communication, the frogfoot support is not supposed to have any interaction with your customers regarding fault.logging etc.

Correct. We can log issues on clients' behalves. What Afriman was saying is that general should be logged with our Support Team first and if it turns out to be high-level, escalated to our Fibre Ops Team.

 

[Zoopy]

I live in Century City and my fibre was down for a few hours on the 7th of April and that because there was a line break. No issues otherwise.

I think you need to investigate whether the issues are really with Frogfoot and not with AfriHost. AfriHost is notorious for passing the buck. Century City's fibre network has been pretty reliable in the 6 months we've been on it. Next time you experience issues, drop me a PM and ask if I'm having/had the same. It should be rather telling.

 

[AfriNatic]

I live in Century City and my fibre was down for a few hours on the 7th of April and that because there was a line break. No issues otherwise.

I think you need to investigate whether the issues are really with Frogfoot and not with AfriHost. AfriHost is notorious for passing the buck. Century City's fibre network has been pretty reliable in the 6 months we've been on it. Next time you experience issues, drop me a PM and ask if I'm having/had the same. It should be rather telling.

If you experience issues connecting on your Fibre connection. First line checks will have to be done by our regular support channels. If it is found that there is a fault on the physical Fibre or installed devices, our team will log a fault with the relevant Fibre Vendor to get it fixed.