Afrihost Fibre Feedback

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AfriMan said:
It definitely sounds like something is now working the way it should. Fibre capped is not shaped or throttled, so we need to troubleshoot this with you.

Can you please drop me a PM? :(
Click to expand...

No need really, for now, I'm in primetime (Netflix abuzzing) and I'm getting some fairly peachy feedback:
Fibre download of linux distro @ 20Mbps (via wifi):
Fibre.jpg

And simultaneous download of same Linux distro on DSL @4MBPS (well we know that this is rubbish, even though I have pristine line conditions):
DSL.jpg

So looks like it's sorted ... for some strange reason.

Thank you AfriMan, for your efforts and concern. I'll be sure to holler if things go pear-shaped.
 
squirrel said:
I am still waiting for FTTH at my house. I have a pending order with Afrihost and Vanilla ISP. They are both telling me that FTTH is not active in my area. We have had to switch off our electric fencing twice to have our neighbors connected to FTTH. The distribution point located on my neighbours property is basically 2 meters from my house. We are BY FAR the closest house to the distribution point. WTF can I do about this?? Afrihost have dropped off their 'free' modem but have not given me any ETA for install.
Click to expand...

Take it up with the fiber provider. Quote your Afrihost reference number. I queried this with Vumatel, they phoned me the next morning and scheduled an install for the Monday.
 
infscrtyrisk said:
No need really, for now, I'm in primetime (Netflix abuzzing) and I'm getting some fairly peachy feedback:
Fibre download of linux distro @ 20Mbps (via wifi):
View attachment 459809

And simultaneous download of same Linux distro on DSL @4MBPS (well we know that this is rubbish, even though I have pristine line conditions):
View attachment 459811

So looks like it's sorted ... for some strange reason.

Thank you AfriMan, for your efforts and concern. I'll be sure to holler if things go pear-shaped.
Click to expand...

Great results! :) Looks like you're set up to have an awesome weekend! ;)
 
AfriGenie said:
:(

It will be a lot quicker to dispatch the replacement.
Click to expand...

Over a month now and I still have not heard when the faulty router will be collected......................................................
I assume Afrihost will pay for the rental of the replacement router we had to get?
 
Smurfatefrog said:
Over a month now and I still have not heard when the faulty router will be collected......................................................
I assume Afrihost will pay for the rental of the replacement router we had to get?
Click to expand...

That's a long time to be in the dark. :( Please PM me your account info and I'll follow up.
 
Hi AfriFella, hopefully you can help me out.

Openserve/Nokia have been trenching/running fibre into our block of flats. (Loevenstein, Bellville).
I emailed the Nokia lady middle July asking how the roll out is going, she says they are done, and that I may contact an ISP to order fibre.

SO end of July I sign up with Afrihost, website says there's no coverage but I select "I'm sure there is fibre in my area". A week or so later I email for progress, and get a reply that Openserve are not done with their infrastructure work yet? I didn't respond to that mail, but then on the 18th another email comes through stating that Openserve had accepted the installation order on the 12th already, and that I should follow up if I have not been phoned to arrange an installation date.

Since then, I have emailed twice with no reply. Trying the online chat is useless because conveniently the agents are always busy. I have not phoned in because I cant do that at work.

My free wireless router has also been delivered a few weeks back already....
 
AfriFella said:
That's a long time to be in the dark. :( Please PM me your account info and I'll follow up.
Click to expand...
So I PM'd you 4 days ago as requested, again offering to take the router to Rivonia myself and still no response.
Is sending a courier to collect a router REALLY this difficult?! :mad:
 
Smurfatefrog said:
So I PM'd you 4 days ago as requested, again offering to take the router to Rivonia myself and still no response.
Is sending a courier to collect a router REALLY this difficult?! :mad:
Click to expand...

Without going back too many pages, why the urgency for them to come and collect the router?
 
Slootvreter said:
Without going back too many pages, why the urgency for them to come and collect the router?
Click to expand...
The router worked for a week and then died. I was told to request a return on ClientZone, which I did on 2 August.
I have followed up about 10 times since then to ask when it would be collected.
So we're renting a loan router while this one gets replaced. I'm sure Afrihost will pay for our rental costs.
At this rate it will be collected next year, then it will then take 3 months to test & confirm its faulty, and then another 6 months to receive a replacement.
 
Smurfatefrog said:
The router worked for a week and then died. I was told to request a return on ClientZone, which I did on 2 August.
I have followed up about 10 times since then to ask when it would be collected.
So we're renting a loan router while this one gets replaced. I'm sure Afrihost will pay for our rental costs.
At this rate it will be collected next year, then it will then take 3 months to test & confirm its faulty, and then another 6 months to receive a replacement.
Click to expand...

Ah, so you want a replacement router :(

I have the DL-LINK DIR825. Great router, but every week or so I have to reset it.
 
AceSwiftShooter said:
Hi AfriFella, hopefully you can help me out.

Openserve/Nokia have been trenching/running fibre into our block of flats. (Loevenstein, Bellville).
I emailed the Nokia lady middle July asking how the roll out is going, she says they are done, and that I may contact an ISP to order fibre.

SO end of July I sign up with Afrihost, website says there's no coverage but I select "I'm sure there is fibre in my area". A week or so later I email for progress, and get a reply that Openserve are not done with their infrastructure work yet? I didn't respond to that mail, but then on the 18th another email comes through stating that Openserve had accepted the installation order on the 12th already, and that I should follow up if I have not been phoned to arrange an installation date.

Since then, I have emailed twice with no reply. Trying the online chat is useless because conveniently the agents are always busy. I have not phoned in because I cant do that at work.

My free wireless router has also been delivered a few weeks back already....
Click to expand...

Hi there

That really sucks! :( It sounds like your area was not live yet. Even if you complex was completed with the major installation there is still the activation of your Fibre for the area that needs to take place first before you can sign up.

I would need to take a closer look at your order for you. I'll check to see if you are indeed live or not. If you are, I'll try and get you an update on your order.

Please send me a PM with your account information and I'll try and clear this up for you. :)
 
Smurfatefrog said:
So I PM'd you 4 days ago as requested, again offering to take the router to Rivonia myself and still no response.
Is sending a courier to collect a router REALLY this difficult?! :mad:
Click to expand...

I'll ask AfriFella to take a look at his PM's for you.

You can take your router to us by all means or you can arrange a collection by requesting this in your ClientZone.
 
@AfriFella...in fact, @afrihost in general

Afrihost support has been nothing short of shocking in my latest issue. Please see #SVE-364-49666
And no, I will not PM the issue details - I want everyone to see my frustration.

Firstly, my fibre went down on Saturday. It was down for the whole day. The support agent said that :
"Telkom must have changed something because you're authenticating with the wrong B number. I've escalated it to telkom. They will be in contact to resolve the issue".

So on Sunday the internet came back on. But on my 10/5mbps connection, I only manage the following:
https://speedtest.mybroadband.co.za/result/2539068
http://beta.speedtest.net/result/6617514292

I decide to give it a day. Maybe they're still trying to sort out something. Seems I was mistaken...

So yesterday I log yet another support call. This time asking support to look into my speed issues. That was Mon, 11 Sep 2017 at 12:09
It is now .. well, look at the time of this post .. and I am yet to receive even an acknowledgement on this ticket.

I have now made contact:
1. By phone (regarding the initial 'no internet') more than once
2. By SMS'ing "Help" to 32541. The same guy I spoke to in the morning phoned me later the afternoon. With no new news.
3. By live chat - which just died halfway through
4. By the normal support procedure
5. By twitter (where, MORE THAN ONCE, I was assured that the above call would be answered )

I'm sorry, I don't really care where the issue lies...I pay Afrihost R647 per month for a service. Not Openserve. Not Telkom. Not Neotel. No-one else takes money from me monthly but Afrihost. As such, I expect Afrihost to solve this issue.

But wait, let's try live chat.... oh darn!... https://imgur.com/a/PlWMd
 
techedemic said:
@AfriFella...in fact, @afrihost in general

Afrihost support has been nothing short of shocking in my latest issue. Please see #SVE-364-49666
And no, I will not PM the issue details - I want everyone to see my frustration.

Firstly, my fibre went down on Saturday. It was down for the whole day. The support agent said that :
"Telkom must have changed something because you're authenticating with the wrong B number. I've escalated it to telkom. They will be in contact to resolve the issue".

So on Sunday the internet came back on. But on my 10/5mbps connection, I only manage the following:
https://speedtest.mybroadband.co.za/result/2539068
http://beta.speedtest.net/result/6617514292

I decide to give it a day. Maybe they're still trying to sort out something. Seems I was mistaken...

So yesterday I log yet another support call. This time asking support to look into my speed issues. That was Mon, 11 Sep 2017 at 12:09
It is now .. well, look at the time of this post .. and I am yet to receive even an acknowledgement on this ticket.

I have now made contact:
1. By phone (regarding the initial 'no internet') more than once
2. By SMS'ing "Help" to 32541. The same guy I spoke to in the morning phoned me later the afternoon. With no new news.
3. By live chat - which just died halfway through
4. By the normal support procedure
5. By twitter (where, MORE THAN ONCE, I was assured that the above call would be answered )

I'm sorry, I don't really care where the issue lies...I pay Afrihost R647 per month for a service. Not Openserve. Not Telkom. Not Neotel. No-one else takes money from me monthly but Afrihost. As such, I expect Afrihost to solve this issue.

But wait, let's try live chat.... oh darn!... https://imgur.com/a/PlWMd
Click to expand...


So I see no action on twitter, no action on the support ticket, no callback from AfriHost.


I decide to call again. I hold for 20 minutes....no kidding, see this screenshot - https://imgur.com/a/h9nYN -
.....eventually someone picks up the phone and low and behold, puts me through to another agent where I'm put in another queue with the message "You are caller number 5 in queue. Estimated hold time is 11 minutes". So I hang up, I don't have any more minutes left.

I've now spent 36 minutes in outgoing calls trying to get some support?

Seriously Afrihost...what on earth is going on there? I'm really at a loss for words.
 
techedemic said:
@AfriFella...in fact, @afrihost in general

Afrihost support has been nothing short of shocking in my latest issue. Please see #SVE-364-49666
And no, I will not PM the issue details - I want everyone to see my frustration.

Firstly, my fibre went down on Saturday. It was down for the whole day. The support agent said that :
"Telkom must have changed something because you're authenticating with the wrong B number. I've escalated it to telkom. They will be in contact to resolve the issue".

So on Sunday the internet came back on. But on my 10/5mbps connection, I only manage the following:
https://speedtest.mybroadband.co.za/result/2539068
http://beta.speedtest.net/result/6617514292

I decide to give it a day. Maybe they're still trying to sort out something. Seems I was mistaken...

So yesterday I log yet another support call. This time asking support to look into my speed issues. That was Mon, 11 Sep 2017 at 12:09
It is now .. well, look at the time of this post .. and I am yet to receive even an acknowledgement on this ticket.

I have now made contact:
1. By phone (regarding the initial 'no internet') more than once
2. By SMS'ing "Help" to 32541. The same guy I spoke to in the morning phoned me later the afternoon. With no new news.
3. By live chat - which just died halfway through
4. By the normal support procedure
5. By twitter (where, MORE THAN ONCE, I was assured that the above call would be answered )

I'm sorry, I don't really care where the issue lies...I pay Afrihost R647 per month for a service. Not Openserve. Not Telkom. Not Neotel. No-one else takes money from me monthly but Afrihost. As such, I expect Afrihost to solve this issue.

But wait, let's try live chat.... oh darn!... https://imgur.com/a/PlWMd
Click to expand...

:(

That's not ideal. It's definitely a crossed line, I've logged the fault with Openserve, and I'm going to escalate this as quickly as possible.
 
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