Afrihost Fibre Feedback

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Sigh....

Tracing route to mybroadband.co.za [104.20.9.169]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 135 ms 133 ms 134 ms cpt-up1.ip.adsl.co.za [169.1.5.105]
4 108 ms 102 ms 105 ms cpt-in1.ip.adsl.co.za [169.1.5.118]
5 106 ms 101 ms 101 ms cpt-net1.ip.adsl.co.za [169.1.5.128]
6 4 ms 3 ms 3 ms 196-10-140-198.ixp.capetown [196.10.140.198]
7 112 ms 119 ms 129 ms 104.20.9.169
 
Little-Mermaid said:
Sigh....

Tracing route to mybroadband.co.za [104.20.9.169]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 135 ms 133 ms 134 ms cpt-up1.ip.adsl.co.za [169.1.5.105]
4 108 ms 102 ms 105 ms cpt-in1.ip.adsl.co.za [169.1.5.118]
5 106 ms 101 ms 101 ms cpt-net1.ip.adsl.co.za [169.1.5.128]
6 4 ms 3 ms 3 ms 196-10-140-198.ixp.capetown [196.10.140.198]
7 112 ms 119 ms 129 ms 104.20.9.169
Click to expand...

Hmmm... that does not healthy at all. :( Please try and ping bras.afrihost.com and drop me the results. :)
 
So here goes my experience so far....

Our complex has open serve as the fibre provider. I didn't want to go with Telkom due to contracts, price, etc.

I have worked with Afrihost before and thought why not give them a try. WOW, was that the wrong choice.

I applied online and added it to my current account with Afrihost. That was early July. The free router arrived 2 days later.

Since then I have made numerous status follow ups to check progress with the order and each time the standard answer was be patient it will happen. This also involved reconfirming address 4 times with various consultants. On Monday (over 2 months after application), open serve contacted me to schedule connection of fibre. This happened yesterday. I was told by them that all is on order and that i just need to contact afrihost to activate. I did this. Again I was told after following up yesterday afternoon, that they would get it working before the end of the day and that the consultant would call me back. This never happened, which frankly is no longer a surprise.

This morning I am told again that there is a problem with my address on the system (the same problem I have rectified with Afrihost 4 times previously). This is going to be logged and escalated and I should have an answer in 24-48 hours....

I have never in my life experienced such frustration, and complete lack of urgency when dealing with a service provider. All of my neighbours who went with Telkom or Mweb, have had seamless installs and activations with a maximum turnaround of 2-3 weeks, some as soon as 1 week.

What is more surprising, Afrihost does not also seem interested in listening to this feedback. I have spoken 3 times to managers or supervisors. I have tried twice to get the attention of any of the directors of the company. Given my experience and from what I see here is more common than I thought, I would think Afrihost would be moving quickly to address this utter lack of customer focus.

This is definitely not the company it was. I am now in the process of exploring how I move my "in-progress install" to another service provider.
 
SeanD23 said:
So here goes my experience so far....

Our complex has open serve as the fibre provider. I didn't want to go with Telkom due to contracts, price, etc.

I have worked with Afrihost before and thought why not give them a try. WOW, was that the wrong choice.

I applied online and added it to my current account with Afrihost. That was early July. The free router arrived 2 days later.

Since then I have made numerous status follow ups to check progress with the order and each time the standard answer was be patient it will happen. This also involved reconfirming address 4 times with various consultants. On Monday (over 2 months after application), open serve contacted me to schedule connection of fibre. This happened yesterday. I was told by them that all is on order and that i just need to contact afrihost to activate. I did this. Again I was told after following up yesterday afternoon, that they would get it working before the end of the day and that the consultant would call me back. This never happened, which frankly is no longer a surprise.

This morning I am told again that there is a problem with my address on the system (the same problem I have rectified with Afrihost 4 times previously). This is going to be logged and escalated and I should have an answer in 24-48 hours....

I have never in my life experienced such frustration, and complete lack of urgency when dealing with a service provider. All of my neighbours who went with Telkom or Mweb, have had seamless installs and activations with a maximum turnaround of 2-3 weeks, some as soon as 1 week.

What is more surprising, Afrihost does not also seem interested in listening to this feedback. I have spoken 3 times to managers or supervisors. I have tried twice to get the attention of any of the directors of the company. Given my experience and from what I see here is more common than I thought, I would think Afrihost would be moving quickly to address this utter lack of customer focus.

This is definitely not the company it was. I am now in the process of exploring how I move my "in-progress install" to another service provider.
Click to expand...

Did Openserve's guys who installed the fiber into your house actually give you an object number?
 
SeanD23 said:
So here goes my experience so far....

Our complex has open serve as the fibre provider. I didn't want to go with Telkom due to contracts, price, etc.

I have worked with Afrihost before and thought why not give them a try. WOW, was that the wrong choice.

I applied online and added it to my current account with Afrihost. That was early July. The free router arrived 2 days later.

Since then I have made numerous status follow ups to check progress with the order and each time the standard answer was be patient it will happen. This also involved reconfirming address 4 times with various consultants. On Monday (over 2 months after application), open serve contacted me to schedule connection of fibre. This happened yesterday. I was told by them that all is on order and that i just need to contact afrihost to activate. I did this. Again I was told after following up yesterday afternoon, that they would get it working before the end of the day and that the consultant would call me back. This never happened, which frankly is no longer a surprise.

This morning I am told again that there is a problem with my address on the system (the same problem I have rectified with Afrihost 4 times previously). This is going to be logged and escalated and I should have an answer in 24-48 hours....

I have never in my life experienced such frustration, and complete lack of urgency when dealing with a service provider. All of my neighbours who went with Telkom or Mweb, have had seamless installs and activations with a maximum turnaround of 2-3 weeks, some as soon as 1 week.

What is more surprising, Afrihost does not also seem interested in listening to this feedback. I have spoken 3 times to managers or supervisors. I have tried twice to get the attention of any of the directors of the company. Given my experience and from what I see here is more common than I thought, I would think Afrihost would be moving quickly to address this utter lack of customer focus.

This is definitely not the company it was. I am now in the process of exploring how I move my "in-progress install" to another service provider.
Click to expand...

Hi Sean, that really doesn't sound like a great experience at all. :( We really do our best to offer the quickest and best fibre experience possible, I am sorry to hear that you'r has been such a frustrating one. :( If your ONT device has already been installed and you have a B number, I see no reason for us not to be able to get you online. Please PM me your account info.
 
Checking back here once a week or so to see if the Afrihost Fibre morale has lifted... and I'm afraid to say it seems not.
Too many complaints and seemingly too little action.

BTW - Afri[anyone], the to-do list still remains:

Caped Fibre still needs:

*after-hours data (although this might be in Beta as I'm seeing some data anomalies)
*capped data roll-over
*functionality to view usage, top-up or change package from mobile app
 
acp said:
Checking back here once a week or so to see if the Afrihost Fibre morale has lifted... and I'm afraid to say it seems not.
Too many complaints and seemingly too little action.

BTW - Afri[anyone], the to-do list still remains:

Caped Fibre still needs:

*after-hours data (although this might be in Beta as I'm seeing some data anomalies)
*capped data roll-over
*functionality to view usage, top-up or change package from mobile app
Click to expand...

In a thread like this, people will come to complain when they have a problem, rather than praise a company when they deliver the service they paid for.

I have not had a single issue with them, either DSL or fiber.
 
acp said:
Checking back here once a week or so to see if the Afrihost Fibre morale has lifted... and I'm afraid to say it seems not.
Too many complaints and seemingly too little action.

BTW - Afri[anyone], the to-do list still remains:

Caped Fibre still needs:

*after-hours data (although this might be in Beta as I'm seeing some data anomalies)
*capped data roll-over
*functionality to view usage, top-up or change package from mobile app
Click to expand...

Thanks for checking in - we definitely want to address those issues. We're seeing a much bigger uptake on Uncapped, just seems like a simpler choice for most people. But we definitely want to offer a good experience if we continue with Capped

UPDATE: To my knowledge After Hours Data is working on Fibre. Capped rollover should also be working. We're working on the usage issue at the moment - so that should be sorted soon :)
 
Last edited:
Slootvreter said:
In a thread like this, people will come to complain when they have a problem, rather than praise a company when they deliver the service they paid for.

I have not had a single issue with them, either DSL or fiber.
Click to expand...

Really appreciate it! Thanks for sharing your experience with us :)
 
AfriFella said:
Hi Sean, that really doesn't sound like a great experience at all. :( We really do our best to offer the quickest and best fibre experience possible, I am sorry to hear that you'r has been such a frustrating one. :( If your ONT device has already been installed and you have a B number, I see no reason for us not to be able to get you online. Please PM me your account info.
Click to expand...

PM'd you.
 
Slootvreter said:
In a thread like this, people will come to complain when they have a problem, rather than praise a company when they deliver the service they paid for.

I have not had a single issue with them, either DSL or fiber.
Click to expand...

Yep, I will be the first to acknowledge this fact. It's the truth that this is normally a place to complain, unfortunately.

A complaints thread, however, for a company that has won ISP of the Year so many times, should not be this big however.

Go one page back and see my post regarding the service I received over the last few days. It was a last resort having to come and complain here...I hate having to do it...honestly, I do! It worked however.

I've been an avid Afrihost evangelist since using them for the first time 5-6 years back. Say what you will they shook up the broadband DSL market first, or they were the first ones to do it at scale.

Unfortunately, it seems they've been riding the coattails of their early successes. Support is not what it used to be and the "have you tried turning it off and on again" advice is really wearing thin now.

I'm happy for you that you have not had any issues. I truly hope it means the minority of people have the issues I've had.
 
techedemic said:
Yep, I will be the first to acknowledge this fact. It's the truth that this is normally a place to complain, unfortunately.

A complaints thread, however, for a company that has won ISP of the Year so many times, should not be this big however.

Go one page back and see my post regarding the service I received over the last few days. It was a last resort having to come and complain here...I hate having to do it...honestly, I do! It worked however.

I've been an avid Afrihost evangelist since using them for the first time 5-6 years back. Say what you will they shook up the broadband DSL market first, or they were the first ones to do it at scale.

Unfortunately, it seems they've been riding the coattails of their early successes. Support is not what it used to be and the "have you tried turning it off and on again" advice is really wearing thin now.

I'm happy for you that you have not had any issues. I truly hope it means the minority of people have the issues I've had.
Click to expand...

Thanks for raising your concerns here. I'm sorry that you had a poor experience of late, but I'm glad that we could help you get connected after all.

I think you will find that the online channels (Social Media and Forums) for most ISPs will be predominantly complaint related, but that is why we always strive to be online, responsive and support orientated on all of our channels. :)
 
Slootvreter said:
In a thread like this, people will come to complain when they have a problem, rather than praise a company when they deliver the service they paid for.

I have not had a single issue with them, either DSL or fiber.
Click to expand...

You are spot on.
For this very reason of not having had (m)any issues with DSL over the years, the expectation of fibre is justifiably high.
 
techedemic said:
Yep, I will be the first to acknowledge this fact. It's the truth that this is normally a place to complain, unfortunately.

A complaints thread, however, for a company that has won ISP of the Year so many times, should not be this big however.

Go one page back and see my post regarding the service I received over the last few days. It was a last resort having to come and complain here...I hate having to do it...honestly, I do! It worked however.

I've been an avid Afrihost evangelist since using them for the first time 5-6 years back. Say what you will they shook up the broadband DSL market first, or they were the first ones to do it at scale.

Unfortunately, it seems they've been riding the coattails of their early successes. Support is not what it used to be and the "have you tried turning it off and on again" advice is really wearing thin now.

I'm happy for you that you have not had any issues. I truly hope it means the minority of people have the issues I've had.
Click to expand...

Well said.
 
AfriMan said:
Thanks for checking in - we definitely want to address those issues. We're seeing a much bigger uptake on Uncapped, just seems like a simpler choice for most people. But we definitely want to offer a good experience if we continue with Capped

UPDATE: To my knowledge After Hours Data is working on Fibre. Capped rollover should also be working. We're working on the usage issue at the moment - so that should be sorted soon :)
Click to expand...

Thank you for the feedback! The list is getting shorter and that's what counts.
You have me a little concerned with the words "...if we continue with capped..." - does this mean capped fibre might be discontinued?

Regarding uncapped: I think we can all agree that uncapped is not simply uncapped.
I feel the exact opposite: capped is certainly the simpler and more transparent choice - knowing what you get and that it is theoretically not subject to any shaping/throttling in the world of complex uncapped solutions makes sense to me.
 
I have to agree..capped is my first choice as I know what I'm getting without being shaped and throttled...I seriously hope they don't take it away as uncapped is not for everyone and why should I be shaped and throttled because my neighbour wants to download the internet.
 
acp said:
You are spot on.
For this very reason of not having had (m)any issues with DSL over the years, the expectation of fibre is justifiably high.
Click to expand...

We totally get that people's expectations around fibre are different from DSL. We're hoping that as we get things on track we can also inform people more about the realities of fibre so that they set realistic expectations.

Also, once things are more standardised across providers, we could see things running a lot smoother :)
 
acp said:
Thank you for the feedback! The list is getting shorter and that's what counts.
You have me a little concerned with the words "...if we continue with capped..." - does this mean capped fibre might be discontinued?

Regarding uncapped: I think we can all agree that uncapped is not simply uncapped.
I feel the exact opposite: capped is certainly the simpler and more transparent choice - knowing what you get and that it is theoretically not subject to any shaping/throttling in the world of complex uncapped solutions makes sense to me.
Click to expand...

Don't get me wrong, it's not that were considering pulling capped. We just want to have as much simplicity as possible for clients. We're seeing some clients express their preference for a simpler Uncapped experience. So we want to have the same with Capped - so everyone knows what they're getting and it's a turn-key solution for clients :)
 
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