AfriHost cannot get my internet going

[Hamster]

Long story short: Clear Access is the last mile provider and the ONU etc. was setup on Thursday.

Since then it's been an endless cycle of phone calls with AfriHost trying to get our connection going. Clear Access has been helpful all the way even phoning us back late into the evening.

AfriHost support though cannot seem to understand that we get an IP from their DHCP server and that there is something wrong on their side not allowing us to browse any site. We cannot even access activate.afrihost.com.

The support staff (of which there were a lot) all try to solve it the same way:

Which lights are on?
Please describe how the router is connected?
Please do a factory reset
Plug directly into ONU

...blah blah blah. I don't rage about a company that easily but so far this is the most useless support I've ever received.

Your support staff are without a doubt: clueless.

 

[RedViking]

Long story short: Clear Access is the last mile provider and the ONU etc. was setup on Thursday.

Since then it's been an endless cycle of phone calls with AfriHost trying to get our connection going. Clear Access has been helpful all the way even phoning us back late into the evening.

AfriHost support though cannot seem to understand that we get an IP from their DHCP server and that there is something wrong on their side not allowing us to browse any site. We cannot even access activate.afrihost.com.

The support staff (of which there were a lot) all try to solve it the same way:

Which lights are on?
Please describe how the router is connected?
Please do a factory reset
Plug directly into ONU

...blah blah blah. I don't rage about a company that easily but so far this is the most useless support I've ever received.

Your support staff are without a doubt: clueless.

Thats pathetic. None of them suggested you switch it on and off again?

 

[Johnatan56]

Thats pathetic. None of them suggested you switch it on and off again?

Yes, but they didn't tell him about the mandatory 11.43212s of waiting, you have to get it right by the ms to get it to work.

 

[RedViking]

Yes, but they didn't tell him about the mandatory 11.43212s of waiting, you have to get it right by the ms to get it to work.

Jokes aside, why do ISP's always say you must wait 30 seconds (or whatever number they make up) before you switch on again, is this so they can respond to other messages or Google the issue in the meantime?

 

[Johnatan56]

Jokes aside, why do ISP's always say you must wait 30 seconds (or whatever number they make up) before you switch on again, is this so they can respond to other messages or Google the issue in the meantime?

Multiple reasons, e.g. if it's instantly switched back on the connection might not be reset as the exchange thinks it was just a quick drop (and therefore if you have the newer ASIA system, it will lower your line sync).

 

[Geoff.D]

Multiple reasons, e.g. if it's instantly switched back on the connection might not be reset as the exchange thinks it was just a quick drop (and therefore if you have the newer ASIA system, it will lower your line sync).

Over fibre as well?
Ja this 30seconds is a magic number. Even Multichoice call centre people use it. Their theory is that you must wait 30 seconds before powering up decoders after a power-off reboot to allow all the counters to clear and the RAM to reset .....

The truth is probably that they know they can fix the stupid problem on their part in time before everything is ready again to provide a service or a connection.

As we have seen, 30 seconds is enough to allow a plane to fly itself into the ground also.

 

[Johnatan56]

Over fibre as well?
Ja this 30seconds is a magic number. Even Multichoice call centre people use it. Their theory is that you must wait 30 seconds before powering up decoders after a power-off reboot to allow all the counters to clear and the RAM to reset .....

The truth is probably that they know they can fix the stupid problem on their part in time before everything is ready again to provide a service or a connection.

As we have seen, 30 seconds is enough to allow a plane to fly itself into the ground also.

Well should also allow for enough time to have the DHCP server also assign another IP to it.

These things should all be doable without requiring a reboot as can be done from their end, but this way is easier, can also "make" customers do it without having to call in.

 

[Hamster]

Just to add:

I phoned AfriHost this morning regarding our cancellation. The accounts lady was very helpful.

Then I get a call from a supervisor saying "You requested to speak to a supervisor?". I tell him no, he is mistaken and then the call "cuts out"...

Rude and disgusting behaviour. I don't care how busy you are, you don't do that as client facing staff.

 

[RedViking]

Just to add:

I phoned AfriHost this morning regarding our cancellation. The accounts lady was very helpful.

Then I get a call from a supervisor saying "You requested to speak to a supervisor?". I tell him no, he is mistaken and then the call "cuts out"...

Rude and disgusting behaviour. I don't care how busy you are, you don't do that as client facing staff.

Swak. Unless they got load shedded.

 

[AfriNatic]

Long story short: Clear Access is the last mile provider and the ONU etc. was setup on Thursday.

Since then it's been an endless cycle of phone calls with AfriHost trying to get our connection going. Clear Access has been helpful all the way even phoning us back late into the evening.

AfriHost support though cannot seem to understand that we get an IP from their DHCP server and that there is something wrong on their side not allowing us to browse any site. We cannot even access activate.afrihost.com.

The support staff (of which there were a lot) all try to solve it the same way:

Which lights are on?
Please describe how the router is connected?
Please do a factory reset
Plug directly into ONU

...blah blah blah. I don't rage about a company that easily but so far this is the most useless support I've ever received.

Your support staff are without a doubt: clueless.

That does sound horrible. There does sound like there is something wrong with your activation on our side.

Just to add:

I phoned AfriHost this morning regarding our cancellation. The accounts lady was very helpful.

Then I get a call from a supervisor saying "You requested to speak to a supervisor?". I tell him no, he is mistaken and then the call "cuts out"...

Rude and disgusting behaviour. I don't care how busy you are, you don't do that as client facing staff.

This really shouldn't have happened. I would really like to get this sorted out for you as I will get in touch with our Account manager for Clear access and I will try and get you connected.

Please send me a PM with your email address.

 

[xrapidx]

Thats pathetic. None of them suggested you switch it on and off again?

If you turn it on and off again it's definitely not going to work.