Afrihost Fibre Feedback

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AfriFella said:
We definitely do our best to get to every PM as quickly as possible. Really sorry to hear that this has been your experience. :( Tickets logged via ClientZone may appear to "disappear" if they have been escalated or moved into an internal queue that has no direct API with ClientZone. This doesn't mean that they have been deleted or will be ignored, it just means that they are being looked at internally. :) If you have any outstanding queries, please feel free to PM me or give me the ticket reference number and I'll help you get it resolved. :)
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If nobody replies on a ticket for a few weeks, I would call that "ignored", wouldn't you?

After 5 weeks with no upgrade, and having dealt with you all by phone, by email, by ClientZone, and by forum, and still not getting anywhere, I'm sick of hearing rationalisations for your failing support systems. Anyway, like I said, I PM'd you personally (09-11-2017), and you ignored that (yes, again defining you not getting back to me for weeks as "ignored" rather than "slow"). If you want to do something, go find that PM. Or whatever. I have two Support people on it by phone too now, after spending 25 minutes on the phone to get through to them (now that your phone callback feature is "not available" even in office hours). I will keep rating their support tickets as a zero when they also don't get back to me as promised (the first case of which has already happened). Maybe that will matter to someone, but I really doubt it.
 
paoloc said:
If nobody replies on a ticket for a few weeks, I would call that "ignored", wouldn't you?

After 5 weeks with no upgrade, and having dealt with you all by phone, by email, by ClientZone, and by forum, and still not getting anywhere, I'm sick of hearing rationalisations for your failing support systems. Anyway, like I said, I PM'd you personally (09-11-2017), and you ignored that (yes, again defining you not getting back to me for weeks as "ignored" rather than "slow"). If you want to do something, go find that PM. Or whatever. I have two Support people on it by phone too now, after spending 25 minutes on the phone to get through to them (now that your phone callback feature is "not available" even in office hours). I will keep rating their support tickets as a zero when they also don't get back to me as promised (the first case of which has already happened). Maybe that will matter to someone, but I really doubt it.
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:( It's definitely not close to the type of experience that you should have had. Our Fibre Team has escalated this to the Octotel Service Manager and they are manually completing the package change now.
 
Three days on

AfriGenie said:
:( It's definitely not close to the type of experience that you should have had. Our Fibre Team has escalated this to the Octotel Service Manager and they are manually completing the package change now.
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Soon it will be another three days on. So, how's that "manually completing the package change now" going?
 
paoloc said:
Soon it will be another three days on. So, how's that "manually completing the package change now" going?
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:(

Our Team will keep pushing Octotel to complete the package upgrad. I am really sorry that this is taking this long.
 
Poor service

@AfriFella/AfriMan, please look into the internal status of my requests for help from your team (I have tried different channels over the last month and am still struggling).

The sms call back seems to work the best for engagement but the guys are struggling to assist. The last call Thursday they suggested I send an email, reckoned they'd reply. I'm yet to receive a response.

Your assistance would be greatly appreciated.
 
Dsilvar said:
@AfriFella/AfriMan, please look into the internal status of my requests for help from your team (I have tried different channels over the last month and am still struggling).

The sms call back seems to work the best for engagement but the guys are struggling to assist. The last call Thursday they suggested I send an email, reckoned they'd reply. I'm yet to receive a response.

Your assistance would be greatly appreciated.
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Sure thing! Just PM me your account details and I'll check what's going on!
 
AfriGenie said:
:(

Our Team will keep pushing Octotel to complete the package upgrad. I am really sorry that this is taking this long.
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6 weeks - no upgrade. It seems to be out of Afrihost's power to provide the 20mbps service I want. How about this: you write off the installation fee, I give your router back, I owe you nothing, and I move on to another ISP? That way you don't have to keep embarrassing yourselves here. If that _is_ within your power, please make it happen.
 
Hi,
I have been advised to contact Afrihost here, as I am not getting any reply other than an automated email from the Client Zone, and I am fast running out of free minutes holding on for an hour and a half before being told that if I wait for 24 hrs, the 20Mb line I have been billed for will speed up from the 4Mb I am getting(72hrs ago). I log the query on the client zone, receive the automated email, and 48 hours later there is no history of the case on the CZ. So I log it again, and receive the automated response... still at 4Mb, 24 hours later and no response... Please can someone contact me
 
Snoob said:
Hi,
I have been advised to contact Afrihost here, as I am not getting any reply other than an automated email from the Client Zone, and I am fast running out of free minutes holding on for an hour and a half before being told that if I wait for 24 hrs, the 20Mb line I have been billed for will speed up from the 4Mb I am getting(72hrs ago). I log the query on the client zone, receive the automated email, and 48 hours later there is no history of the case on the CZ. So I log it again, and receive the automated response... still at 4Mb, 24 hours later and no response... Please can someone contact me
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Our Team is probably escalating your ticket requests, and these escalation queues don't display in the ClientZone. Could you PM me your account details and I'll check what's going on.
 
AfriGenie said:
Our Team is probably escalating your ticket requests, and these escalation queues don't display in the ClientZone. Could you PM me your account details and I'll check what's going on.
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Thank you for the response. I suggest that when a case gets escalated on the client zone, that the History tab shows case escalated, and a further automated email is sent saying "Escalated" so as to minimize a lot of frustration...
 
Snoob said:
Thank you for the response. I suggest that when a case gets escalated on the client zone, that the History tab shows case escalated, and a further automated email is sent saying "Escalated" so as to minimize a lot of frustration...
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That's a great suggestion. :) We'll definitely pass it on.
 
Thank you. My speed issue is resolved. 19.5 / 9.91... Now please could you speed up the delivery of my router
 
Capture.jpg

Will this ^ be fixed from tomorrow?

I won't be around to send PMs and manually make pleads for unused data to be carried over - can I be rest assured that this will be done?
 
Snoob said:
Thank you. My speed issue is resolved. 19.5 / 9.91... Now please could you speed up the delivery of my router
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Brilliant! :D I'm sure you'll receiver your router in no time! Has it been 2 weeks?
 
acp said:
View attachment 481508

Will this ^ be fixed from tomorrow?

I won't be around to send PMs and manually make pleads for unused data to be carried over - can I be rest assured that this will be done?
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I can't guarantee anything, unfortunately. :( Our developers are working with the guys at Rain to get the display of the logs sorted, but it is an ongoing process. I don't have much more info at the moment to be honest, but we'll let you know as soon as we do.
 
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