Afrihost Fibre Feedback

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AfriGenie said:
:(

There is definitely something not right on your Fibre connection. Our Team on Facebook has sent your details to our Critical Care Team. We've got to figure out what's causing this dips in performance and get it resolved.
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Any idea as to why, when your support resets my fibre in the evening, they essentially switch me off and then make a run for the door? Just to be told the next day that it's part of the troubleshooting........
 
Bryan Villain said:
Any idea as to why, when your support resets my fibre in the evening, they essentially switch me off and then make a run for the door? Just to be told the next day that it's part of the troubleshooting........
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There will always need to be some degree of troubleshooting, but you shouldn't be left hanging. :( Our Critical Care Team is the Team best suited to get this resolved once and for all.
 
AfriGenie said:
There will always need to be some degree of troubleshooting, but you shouldn't be left hanging. :( Our Critical Care Team is the Team best suited to get this resolved once and for all.
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Do you guys copy and paste standard responses? How will this critical care team get hold of me and how can I get hold of them? When I get home I am pretty sure there will be no internet connection so someone needs to tell me what to do.
 
Bryan Villain said:
Do you guys copy and paste standard responses? How will this critical care team get hold of me and how can I get hold of them? When I get home I am pretty sure there will be no internet connection so someone needs to tell me what to do.
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They'll phone you directly using the primary number listed on your ClientZone profile. The Critical Care Team will also mail you directly to keep you up to date.
 
Hey AfriPeeps,
I wasn't credited with rollover data and your basic support team is being obtuse. Don't have time to phaf around. Can you guys look into it.
Rgds, SD
 
Still no feedback from support. No acknowledgement that I sought further action. Seriously poor form.
What's the SLA on issues?
 
steel_dog said:
Hey AfriPeeps,
I wasn't credited with rollover data and your basic support team is being obtuse. Don't have time to phaf around. Can you guys look into it.
Rgds, SD
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Just drop one of us your details on PM and we'll take a look :)

I'm sure the team are doing their best, could be they've misunderstood. Happy to clear everything up :)
 
Bryan Villain said:
Still no call, still no internet???
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I see you're also chatting to us on Facebook, but honestly the Critical Care team are the best option to make sure we deal with this efficiently. Please give them a chance to give you a call. They don't work over weekends (though they often make special arrangements with clients to test on their own time) so I know they will call you at the first available opportunity.
 
AfriMan said:
I see you're also chatting to us on Facebook, but honestly the Critical Care team are the best option to make sure we deal with this efficiently. Please give them a chance to give you a call. They don't work over weekends (though they often make special arrangements with clients to test on their own time) so I know they will call you at the first available opportunity.
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I chat to you on FB because I am not prepared to pay a cent more on telephone costs to sit on hold upwards of 40min for help. Please have someone rather call me so we can arrange cancellation. This critical care team was supposed to be contacting me since early last week. In fact I have been the only one trying. So I'd prefer to go with someone else and see if they are more helpful. Can someone just contact me to discuss cancellation. The last time I initiated a cancellation on your clientzone you guys had Vumatel cut me off with immediate effect.
 
Bryan Villain said:
I chat to you on FB because I am not prepared to pay a cent more on telephone costs to sit on hold upwards of 40min for help. Please have someone rather call me so we can arrange cancellation. This critical care team was supposed to be contacting me since early last week. In fact I have been the only one trying. So I'd prefer to go with someone else and see if they are more helpful. Can someone just contact me to discuss cancellation. The last time I initiated a cancellation on your clientzone you guys had Vumatel cut me off with immediate effect.
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You can discuss that with the Critical Care rep who contacts you. Whatever course you've decided is best, we'll assist you so it goes as smoothly as possible.
 
AfriMan said:
Just drop one of us your details on PM and we'll take a look :)

I'm sure the team are doing their best, could be they've misunderstood. Happy to clear everything up :)
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Hi. I forwarded to critical care after being frustrated with normal support who believe, and communicate to clients, that there's no rollover on fibre. Geez.
 
steel_dog said:
Hi. I forwarded to critical care after being frustrated with normal support who believe, and communicate to clients, that there's no rollover on fibre. Geez.
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I'm sure our CC Team will be able to help clear things up. :)
 
AfriGenie said:
Let me check what's going on with your WiFi router order. Could you PM me your ClientZone details please.
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Still not packed...
0f0c8735cbfdf29273f6aac9fcf8f030.jpg
 
I am not an IT boffin, I plug in, read the manual, enter the required details and play some games.

Never had any issues with DSL, but recently moved into a new house with fibre and naturally was ecstatic only to be dissapointed with constant disconnections and a support team that keeps on telling me there is nothing wrong with my line. So this leads me to believe the issue is with Afrihost.

I have done various speedtests and traceroutes (on request from support) to be told there is nothing wrong, but if I question why I am getting 100% packet loss on freeola line test, you do not use external tools for troubleshooting. Please help.

EDIT: support ticket nr: PUV-765-56526
 
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Snoob said:
Still not packed...
0f0c8735cbfdf29273f6aac9fcf8f030.jpg
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There have been some recent stock shortages in terms of Fibre router as well, but I believe our Warehouse did receive more stock today. Genie just went on leave, so if you'd like me to pick this up for you, please drop me a PM. :)
 
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