Afrihost Fibre Feedback

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AfriGenie said:
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.
Click to expand...

I PM'd you on 31 July asking the process to follow to return the router and never got a reply...
 
The woes continue...
Connectivity seems to be down once again in Northriding and surrounds - Fibrehoods/Vumatel. Down almost one day per week on average at this stage... I realise that this is the provider's responsibility, but I deal with AH, so tried to log it in ClientZone.

In addition to so many functionalities that are not ready for AH fibre clients, it was disappointing to see that the support site for ticket creation does not even have a fibre category to log a support request.

I have to echo the disappointment from some others here - Afrihost Fibre is not living up to expectations - simple as that.
Honestly don't know how much longer I should wait for unresolved queries and requests to be "escalated to the dev team"...

At this stage I feel a little 'left behind' while others are seemingly enjoying seamless connectivity with alternative ISPs.
I assumed all along that I would enjoy the same benefits of capped fibre as I did on capped ADSL - boy was I wrong!
A capped product naturally demands more active monitoring and management - both from the desktop or mobile app.

If I knew what I know now, I would have rather spent the same money on a plain and simple uncapped option at a different ISP.

I persevered throughout the days of Afrihost ADSL moving from MTN back to own network, Afrigreen etc. etc. but it seems my loyalty is not really getting me anywhere. (Yup, I know. I've been warned about that a few times...)

:mad:

See below - I cannot find 'FIBRE' on the list:

Capture.JPG
 
acp said:
The woes continue...
Connectivity seems to be down once again in Northriding and surrounds - Fibrehoods/Vumatel. Down almost one day per week on average at this stage... I realise that this is the provider's responsibility, but I deal with AH, so tried to log it in ClientZone.

In addition to so many functionalities that are not ready for AH fibre clients, it was disappointing to see that the support site for ticket creation does not even have a fibre category to log a support request.

I have to echo the disappointment from some others here - Afrihost Fibre is not living up to expectations - simple as that.
Honestly don't know how much longer I should wait for unresolved queries and requests to be "escalated to the dev team"...

At this stage I feel a little 'left behind' while others are seemingly enjoying seamless connectivity with alternative ISPs.
I assumed all along that I would enjoy the same benefits of capped fibre as I did on capped ADSL - boy was I wrong!
A capped product naturally demands more active monitoring and management - both from the desktop or mobile app.

If I knew what I know now, I would have rather spent the same money on a plain and simple uncapped option at a different ISP.

I persevered throughout the days of Afrihost ADSL moving from MTN back to own network, Afrigreen etc. etc. but it seems my loyalty is not really getting me anywhere. (Yup, I know. I've been warned about that a few times...)

:mad:

See below - I cannot find 'FIBRE' on the list:

View attachment 455352
Click to expand...
No VDSL either. It should rather state the products as unshaped uncapped, shaped capped, home uncapped, home premium uncapped, business uncapped, mobile capped, modem. That should cover all their products besides whatever WiFi Roaming is.
 
acp said:
The woes continue...
Connectivity seems to be down once again in Northriding and surrounds - Fibrehoods/Vumatel. Down almost one day per week on average at this stage... I realise that this is the provider's responsibility, but I deal with AH, so tried to log it in ClientZone.

In addition to so many functionalities that are not ready for AH fibre clients, it was disappointing to see that the support site for ticket creation does not even have a fibre category to log a support request.

I have to echo the disappointment from some others here - Afrihost Fibre is not living up to expectations - simple as that.
Honestly don't know how much longer I should wait for unresolved queries and requests to be "escalated to the dev team"...

At this stage I feel a little 'left behind' while others are seemingly enjoying seamless connectivity with alternative ISPs.
I assumed all along that I would enjoy the same benefits of capped fibre as I did on capped ADSL - boy was I wrong!
A capped product naturally demands more active monitoring and management - both from the desktop or mobile app.

If I knew what I know now, I would have rather spent the same money on a plain and simple uncapped option at a different ISP.

I persevered throughout the days of Afrihost ADSL moving from MTN back to own network, Afrigreen etc. etc. but it seems my loyalty is not really getting me anywhere. (Yup, I know. I've been warned about that a few times...)

:mad:

See below - I cannot find 'FIBRE' on the list:

View attachment 455352
Click to expand...

I'm sorry to hear about your trouble contacting our team, acp. :( We've been seeing reports of a Fibrehoods issue in Northriding, but it does seem asif Fibrehgoods are aware of the issue and you should be back online in no time.

With regards to logging tickets, our development team are rolling out ClientZone updates daily, this will include an updated Support Request menu. For now, logging a broadband related ticket under ADSL will suffice, alternatively you can mail [email protected] and our ticketing system will filter your ticket accordingly.
 
AfriFella said:
I'm sorry to hear about your trouble contacting our team, acp. :( We've been seeing reports of a Fibrehoods issue in Northriding, but it does seem asif Fibrehgoods are aware of the issue and you should be back online in no time.

With regards to logging tickets, our development team are rolling out ClientZone updates daily, this will include an updated Support Request menu. For now, logging a broadband related ticket under ADSL will suffice, alternatively you can mail [email protected] and our ticketing system will filter your ticket accordingly.
Click to expand...

14 hours later and still offline.

Not my definition of "in no time"... :(
 
AfriGenie said:
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.
Click to expand...

PMed but no reply

Spent countless hours on the phone yesterday with various Afrihost people including chatting to one of the supervisors, ***** who was chatting to Andrew (one of the fibre line guys) who was chatting to SADV. SADV seems to think the issue is with Afrihost and Afrihost seems to think its with SADV. So I continue to sit with no internet, unable to work properly. Apparently Afrihost believes SADV is going to send a technician out today to check my install and CPE. SADV doesn't think so. Let's see how the rest of the day pans out

Anyone know how easy it is to migrate to another provider like Webafrica?
 
Last edited by a moderator:
The Northriding Fibrehoods/Vumatel network has now been down for more than 19 hours, yet your website does not even care to mention this...

What is the policy?
How bad do things need to become before it makes the headlines?

Capture.jpg
 
Coastalshark said:
PMed but no reply

Spent countless hours on the phone yesterday with various Afrihost people including chatting to one of the supervisors, Reeya who was chatting to Andrew (one of the fibre line guys) who was chatting to SADV. SADV seems to think the issue is with Afrihost and Afrihost seems to think its with SADV. So I continue to sit with no internet, unable to work properly. Apparently Afrihost believes SADV is going to send a technician out today to check my install and CPE. SADV doesn't think so. Let's see how the rest of the day pans out

Anyone know how easy it is to migrate to another provider like Webafrica?
Click to expand...

I received your PM! Thanks. I am following-up with our Team to figure out what's going on!
 
AfriGenie said:
I received your PM! Thanks. I am following-up with our Team to figure out what's going on!
Click to expand...

Thanks. SADV are 100% confident that there is no issue on their side. They say that they provide layer to link and that's working perfectly. Olinda from SADV even tried to get hold of your fibre ops guys but could only leave a message cause no one is there. If this doesn't get sorted today then I'll have no option but to move to another ISP that can get my line working. According to SADV this is a quick switch
 
acp said:
The Northriding Fibrehoods/Vumatel network has now been down for more than 19 hours, yet your website does not even care to mention this...

What is the policy?
How bad do things need to become before it makes the headlines?

View attachment 455502
Click to expand...

If we receive any update from the providers indicating that there is a major fault, we'll definitely put up a notice. I wasn't made aware of any widespread issues in that area. :(
 
I'm still waiting for Vumatel to come and install and activate. I already received the wifi router though. I have no way of following up on Vumatel's progress though :/
 
Slootvreter said:
I'm still waiting for Vumatel to come and install and activate. I already received the wifi router though. I have no way of following up on Vumatel's progress though :/
Click to expand...

When did you sign up? Drop me a PM with your info and I'll look into it.
 
@AfriGenie

Are you planning any cost reductions/restructuring on the Openserve product any time soon? In my area I only have Openserve as an option...but Openserve seems excessively more expensive than the other providers, e.g. Vuma or Octotel for the 10mbps + Premium uncapped products..
 
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