Thanks - I do appreciate the efforts the social team is making to keep the communications open, but here's the thing:
An example of the incompetence on the AH support side:
Your so-called fibre supervisor/team-lead repeatedly asked me to test the speed when connected directly to the ONT via LAN cable and send speed tests - this I did REPEATEDLY; the speeds remained slow.
She then concluded that the AH network team has to 'troubleshoot my router'... :wtf: !!!!!
If the test via LAN cable directly to the ONT rendered the slow speeds with the router switched off and unplugged, what on earth does my router have to do with this??
That was the sum total of the 'Afrihost fibre team troubleshooting with me'.
The requests logged to Vuma was because AH believed there was something wrong on the line - this was not the case and was made abundantly clear right from the start, by myself and by Vuma and the Britelink technicians after round 1 testing. Yet AH mindlessly logged more tickets and Vuma/Britelink dispatched more technicians who once again confirmed that there was no issue on the line or equipment.
The 3rd round ticket to re-provision was after AH tried the same tactic for weeks on end always giving the same result and believe it or not, they were about to do exactly the same: dispatch yet another technician to test the line.
I contacted Vumatel directly and someone on their team explained some alternatives to me which I had to take back to Afrihost because they had to initiate the request. From the start, all my hints and suggestions that this was either a Vuma or Afrihost account profiling issue and NOT a line/equipment issue were blatantly ignored.
My suggestion to Afrihost would be that in stead of always defending your position, take a long, hard look into how situations like these are handled and use the opportunity to improve and up-skill your support teams to have them actually listen to customers as opposed to arguing with them and mindlessly following standard steps that often make absolutely no sense.
In addition, after 11 months, still no way to accurately track capped fibre data.
I totally feel your pain here. We've been chatting for a while and I can promise we're doing absolutely everything to get this sorted out for you.
Perhaps what we can also do is connect you with our QA department so you can give them your details and share your experiences. We're always looking for ways to improve.
