Afrihost Fibre Feedback

[acp]

Thanks for the feedback! I also replied to your PM.

Edit: don't forget to keep us posted on the after hours free data the minute you hear from the dev team.

More than a month later and I can still not see my used/available capped data from the mobile app.
I can also not top-up from the mobile app.
This is really frustrating and far from the good service I've come to expect from Afrihost.
The functionality already exists for all capped ADSL services so nothing new has to be designed app wise.

I've logged and tracked a ticket and only receive generic responses that 'it will be looked into'.
Come on, surely you can do better than that?

Then: why no news on after hours data?

 

[AfriGenie]

Thanks, let me know what you find out as soon as possible.

Thanks!

 

[tehan]

Thanks!

So what have you found out?

 

[AfriFella]

So what have you found out?

I'm sure Genie will reply as soon as he has further feedback for you.

 

[tehan]

I'm sure Genie will reply as soon as he has further feedback for you.

Day 8754318774, still no feedback.

 

[acp]

More than a month later and I can still not see my used/available capped data from the mobile app.
I can also not top-up from the mobile app.
This is really frustrating and far from the good service I've come to expect from Afrihost.
The functionality already exists for all capped ADSL services so nothing new has to be designed app wise.

I've logged and tracked a ticket and only receive generic responses that 'it will be looked into'.
Come on, surely you can do better than that?

Then: why no news on after hours data?

Also zero feedback here...
Afrifolks appear offline since yesterday.

Ticket: JMY-372-74527

Please add this to the list:
Data rollover for capped fibre. YES/NO? How long? (You see - I cannot see this because your app does not work plus the desktop browser functionality is also limited.)

 

[AfriFella]

Also zero feedback here...
Afrifolks appear offline since yesterday.

Ticket: JMY-372-74527

Please add this to the list:
Data rollover for capped fibre. YES/NO? How long? (You see - I cannot see this because your app does not work plus the desktop browser functionality is also limited.)

I don't have an exact ETA as to when our developers will introduce rollover for Capped Fibre. We'll let you know as soon as we do.

 

[acp]

I don't have an exact ETA as to when our developers will introduce rollover for Capped Fibre. We'll let you know as soon as we do.

Thank you, however, disappointing because this generic answer is the only one we seem to be getting for weeks now.

Now, what about the other matters?
1) Mobile app not working for capped fibre (does not show data used/available; does not allow top-up??)
2) After hours data for capped fibre?

 

[AfriFella]

Thank you, however, disappointing because this generic answer is the only one we seem to be getting for weeks now.

Now, what about the other matters?
1) Mobile app not working for capped fibre (does not show data used/available; does not allow top-up??)
2) After hours data for capped fibre?

These are all features that our development team are working on rolling out on the app and our Capped Fibre packages. I honestly do not have an ETA at the moment. I do know that our developers are working on some updates to the Afrihost Plus+ benefits, and it's likely that everything will roll out together. We'll let you know once we are closer to the time.

 

[Johnatan56]

The pricing on that link should be updated.

All of our Openserve Clients will have the new pricing take affect from the 1st of August on their packages. You won't need to make any changes.

Thanks,

the free installation is until today, any chance it will be extended again?
They're "done" by us, but for some reason no one in the street can order. Everything is done up until the point that they pull it the last couple of meters into the house.

 

[AfriFella]

Thanks,

the free installation is until today, any chance it will be extended again?
They're "done" by us, but for some reason no one in the street can order. Everything is done up until the point that they pull it the last couple of meters into the house.

I'm sure we'll be offering more promotions in the future. Feel free to drop us a PM when you're ready to sign up and we'll give you some advice.

 

[acp]

These are all features that our development team are working on rolling out on the app and our Capped Fibre packages. I honestly do not have an ETA at the moment. I do know that our developers are working on some updates to the Afrihost Plus+ benefits, and it's likely that everything will roll out together. We'll let you know once we are closer to the time.

Thank you - I'm counting on you tracking this and keeping us updated i.e. "We'll let you know once we are closer to the time"

 

[AfriGenie]

Thank you - I'm counting on you tracking this and keeping us updated i.e. "We'll let you know once we are closer to the time"

We'll do our best to keep you updated!

 

[BurgerKop_]

I am going on my 8th week from date of order for FTTH, all response I get is when I phone in and the answer is always "your order has been escalated and the fibre team will get back to me"..

Unfortunately I have not received any info since the 19th of July.. Since then Afrihost has manually entered my address and got it wrong and then apparently sent the escalation to the wrong person involved.. Still no phone call nor fibre..

Even if I send PM's it gets ignored.. I don't know how terrible Afrihost's service can get.. Frustrating to say the least

 

[amabacha]

Final update on my Fibre story:
TLDR: It took 8 weeks from placing an order with Afrihost to Openserve completing the installation and my fibre line going active

08 June: Openserve coverage map shows my street now has fibre
08 June: Sign up with Afrihost via promo link
14 June: Dlink DIR 825 router is delivered
22 June: 2 weeks after sign-up - no further update
27 June: DM to AfriGenie on update
28 June: AfriGenie reply: delay “due to shortage of ONT devices at open serve”
28 June: sent query via openserve.co.za website on status of ONT devices. No response
06 July: 4 weeks after sign-up - no progress…
20 July: 6 weeks after sign-up - no progress...
25 July: Receive a call from Telkom/Openserve - time set up for technician to start installation
26 July: Technician maps out route of fibre cables from telephone pole into our house.
28 July: Contractor arrives and installs fibre cables
06 Aug: Openserve returns to completes installation (splicing of fibres etc) followed by a quick call to Afrihost to set up the router and activate the fibre line
- Fibre line goes active. Process complete

 

[AfriFella]

I am going on my 8th week from date of order for FTTH, all response I get is when I phone in and the answer is always "your order has been escalated and the fibre team will get back to me"..

Unfortunately I have not received any info since the 19th of July.. Since then Afrihost has manually entered my address and got it wrong and then apparently sent the escalation to the wrong person involved.. Still no phone call nor fibre..

Even if I send PM's it gets ignored.. I don't know how terrible Afrihost's service can get.. Frustrating to say the least

I'm really sorry to hear about the ongoing delays here, BurgerKop_. We can only do our best to escalate fibre installations. but there are so many variables at play that there can often be inevitable delays.

 

[Coastalshark]

Starting to wish I had gone with another provider. SADV installs the CPE and can see my routers mac address on their side, however no connectivity from Afrihost. Can't even get to their fibre-activate page. Chatted to numerous people for I don't know how long (waiting 20+ minutes each time to get through to their support line) and answers range from plug your pc into the CPE device directly to wait 24 hours for it to auto activate. The latest today is they have escalated to their fibre engineers who, of course, don't work on weekends. So I continue to wait. I can even see on my routers status page that I'm not being assigned a WAN IP address. You know you made an error going with Afrihost when even the SADV onsite technician says that I should have gone with another ISP as Afrihost is the only one that struggles to get their fibre lines activated and working

 

[Smurfatefrog]

This is my experience so far with Openserve via Afrihost after having it for about 6 weeks now

Router received a few days after order
Installation took place about 2 weeks after order
So far so good

Worked well for about 4 days, and then went down.
Was resolved a few days later
Afrihost said I'd be credited for the downtime... never happened

We had used another router for the first few weeks, we then put the D-Link router in that we received, a week later it died
I was told to do a return on ClientZone. I did this on 2 August, still waiting for it to be collected! Last week I queried this and was told I'd get an answer, who knows when. Looks like I'll take it to Rivonia myself...

Two weeks ago had some authentication error on Afrihost's side, this was at least resolved quickly with the call centre

Overall the functionality of the line has been decent, and I can't blame the line or router dying on Afrihost, but the customer support has been very poor to say the least. Even getting an invoice that adds up proves rather challenging.

 

[AfriGenie]

Starting to wish I had gone with another provider. SADV installs the CPE and can see my routers mac address on their side, however no connectivity from Afrihost. Can't even get to their fibre-activate page. Chatted to numerous people for I don't know how long (waiting 20+ minutes each time to get through to their support line) and answers range from plug your pc into the CPE device directly to wait 24 hours for it to auto activate. The latest today is they have escalated to their fibre engineers who, of course, don't work on weekends. So I continue to wait. I can even see on my routers status page that I'm not being assigned a WAN IP address. You know you made an error going with Afrihost when even the SADV onsite technician says that I should have gone with another ISP as Afrihost is the only one that struggles to get their fibre lines activated and working

That's not good to hear!

Can you please PM me your details and I'll check what's going on with your Fibre connection.

 

[AfriGenie]

This is my experience so far with Openserve via Afrihost after having it for about 6 weeks now

Router received a few days after order
Installation took place about 2 weeks after order
So far so good

Worked well for about 4 days, and then went down.
Was resolved a few days later
Afrihost said I'd be credited for the downtime... never happened

We had used another router for the first few weeks, we then put the D-Link router in that we received, a week later it died
I was told to do a return on ClientZone. I did this on 2 August, still waiting for it to be collected! Last week I queried this and was told I'd get an answer, who knows when. Looks like I'll take it to Rivonia myself...

Two weeks ago had some authentication error on Afrihost's side, this was at least resolved quickly with the call centre

Overall the functionality of the line has been decent, and I can't blame the line or router dying on Afrihost, but the customer support has been very poor to say the least. Even getting an invoice that adds up proves rather challenging.

If we did indicate that we would provide you with credit for the downtime, then we definitely should have done that.

Can you please PM me your details and I'll follow-up on the credit request and what's going on with the WiFi router return.