Afrihost Fibre Feedback

Status
Not open for further replies.
Waylander said:
Hey there,

Please can someone update me on ticket #WIC-849-50044 on behalf of a friend.

Thank you
Click to expand...

5 days into March and the migration is still pending, and services are disrupted. Great stuff.
 
Waylander said:
5 days into March and the migration is still pending, and services are disrupted. Great stuff.
Click to expand...

I'm really sorry to hear that. :( I can see our Team has provided you with test account details to try connect you in the meanwhile. Has this worked for you?
 
Mike43110 said:
I think more along the lines of something like Skype which you could call in to was what was intended.

Honestly, calling at 8 am and already I was told to expect 30 minutes. I did send a help message and I got the call at 21:10. 13 hours later.

Going to PM you - though the guy who called this time least mentioned that this time it has been escalated. The callback I got last night (second afrihost person I talked to that day) simply says that they will log a ticket and puts down.
Click to expand...

Had exact same issue. Called first thing in the morning, greeted with estimated 30minute wait time. In the end the total call time was 40+ minutes, used up all my airtime (on afrihost mobile the auto top up doesn't prevent your call from being cut-off, which sucks) so I couldn't even complete my conversation with the agent.
Best part was the agent didn't even try to call me back directly afterwards (I'm sure he could have) and there was no way I was waiting in that queue again.

Also did the SMS help thing and they only phoned me later that night, around 10+ hours later.....definitely not the best service, but at least my issue was sorted out (eventually).

Also, live chat not being available on weekends sucks. I would welcome whatsapp/skype support.

Edit: sorry for the moany post, but you really need to work on you support turnaround times
 
Last edited:
Reaver.ZA said:
Had exact same issue. Called first thing in the morning, greeted with estimated 30minute wait time. In the end the total call time was 40+ minutes, used up all my airtime (on afrihost mobile the auto top up doesn't prevent your call from being cut-off, which sucks) so I couldn't even complete my conversation with the agent.
Best part was the agent didn't even try to call me back directly afterwards (I'm sure he could have) and there was no way I was waiting in that queue again.

Also did the SMS help thing and they only phoned me later that night, around 10+ hours later.....definitely not the best service, but at least my issue was sorted out (eventually).

Also, live chat not being available on weekends sucks. I would welcome whatsapp/skype support.

Edit: sorry for the moany post, but you really need to work on you support turnaround times
Click to expand...

Really sorry about the long wait here. The agents would definitely like to return calls or call back, but as soon as a call is dropped, they are assigned the next call in the queue.

We also have an SMS feature when you SMS "Help" to 32541 and we will call you back.

I'm not sure adding more platforms is the way to go, becuase it would mean there would still be waits and queuing systems in place, so you'd be in the same boat.

We have support over Facebook, Twitter and here on MyBB, so I think that might meet the requirement you are talking about.
 
AfriMan said:
Really sorry about the long wait here. The agents would definitely like to return calls or call back, but as soon as a call is dropped, they are assigned the next call in the queue.

We also have an SMS feature when you SMS "Help" to 32541 and we will call you back.

I'm not sure adding more platforms is the way to go, becuase it would mean there would still be waits and queuing systems in place, so you'd be in the same boat.

We have support over Facebook, Twitter and here on MyBB, so I think that might meet the requirement you are talking about.
Click to expand...

The lack of support on the weekend is atrocious. I woke up without any fibre service this morning and waited over half an hour on hold to the call centre. I eventually made it to the top 3 in the queue only to get stuck on a loop without any one actually answering the call. If you don't offer support over the w/e then you should disable the system altogether rather than letting clients waste time and money competing with others who drop the call to progress to the front. I've sent the SMS for 'help' and tried Facebook without any satisfaction. I'm hoping I don't have to wait until tomorrow morning for some sort of resolution but at this rate it's looking unavoidable. :mad:
 
akuma said:
The lack of support on the weekend is atrocious. I woke up without any fibre service this morning and waited over half an hour on hold to the call centre. I eventually made it to the top 3 in the queue only to get stuck on a loop without any one actually answering the call. If you don't offer support over the w/e then you should disable the system altogether rather than letting clients waste time and money competing with others who drop the call to progress to the front. I've sent the SMS for 'help' and tried Facebook without any satisfaction. I'm hoping I don't have to wait until tomorrow morning for some sort of resolution but at this rate it's looking unavoidable. :mad:
Click to expand...

It sounds like you've had a really poor experience, akuma. :( Are you a Vumatel subscriber? We are currently dealing with a Vumatel outage that is affecting clients in some northern suburbs of Johannesburg. This also caused a spike in queries at our support centre which probably contributed to the delay. :( Are you still offline as we speak?
 
AfriFella said:
It sounds like you've had a really poor experience, akuma. :( Are you a Vumatel subscriber? We are currently dealing with a Vumatel outage that is affecting clients in some northern suburbs of Johannesburg. This also caused a spike in queries at our support centre which probably contributed to the delay. :( Are you still offline as we speak?
Click to expand...

Did this issue in Jhb in any way affect vumatel services here in CPT northern suburbs, cause my fibre was acting up a lot last night, especially with international content. Youtube seemed to be fine and getting priority but any other streaming source struggled. (sounds like shaping, I know, but I'm on capped account which is supposedly unshaped...)
 
Reaver.ZA said:
Did this issue in Jhb in any way affect vumatel services here in CPT northern suburbs, cause my fibre was acting up a lot last night, especially with international content. Youtube seemed to be fine and getting priority but any other streaming source struggled. (sounds like shaping, I know, but I'm on capped account which is supposedly unshaped...)
Click to expand...

I doubt that it was affected in any way. We didn't see any general complaints. Has your service normalised since last night?
 
Ticket: UWA-507-51421

On a 100MBPS line.
Not getting close to 10mbps since the weekend.
JHB North.
Problem does not look like it's fixed or there's a problem with my account.
 
acp said:
Ticket: UWA-507-51421

On a 100MBPS line.
Not getting close to 10mbps since the weekend.
JHB North.
Problem does not look like it's fixed or there's a problem with my account.
Click to expand...

I'll ask our team to look into this. :)
 
AfriFella said:
I'll ask our team to look into this. :)
Click to expand...

Thank you - according to support, the line was 'refreshed', but no change.
Upload speed is fine, but download initially spikes to about 25mbps at the beginning of a speed test and then drops down to more consistent 10mbps which looks very much like line speed is being shaped...
 
acp said:
Thank you - according to support, the line was 'refreshed', but no change.
Upload speed is fine, but download initially spikes to about 25mbps at the beginning of a speed test and then drops down to more consistent 10mbps which looks very much like line speed is being shaped...
Click to expand...

Sent a PM - no improvement.
Line appears to be profiled incorrectly as DL 10 / UL 50 - it should be DL 100 / UL 50.
 
acp said:
Sent a PM - no improvement.
Line appears to be profiled incorrectly as DL 10 / UL 50 - it should be DL 100 / UL 50.
Click to expand...

Replied to your PM. :) We'll help you clear this up.
 
Luke7777 said:
This is related to the inability of showing rollover data for capped users, similar to what we had/have on ADSL, and that you have to PM them in order to add it to your monthly cap :( Sadly, it seems that their poor developers are merely overloaded with sooooooo much important work for the past 6-9 months that they are unable to complete this, and are also unable to provide anyone with an ETA. I thought they were just unable to produce the goods, but hey, various Afri*people assured me that they are extremely competent.
Click to expand...
So... what's the status of this ?
 
I ordered a TTconnect fiber installation, as per the other people in the thread I personally had to phone TTconnect to get the ball rolling. That is neither here or there at this point.

Finally up and running on 16 March 2018 with Afrihosts "Priority Uncapped 100 / 100" package. Speeds looked decent on friday and have slowly deteriorated since.

I'm getting 8% local packet loss and 0% international packet loss. This tells me the problem is more than likely afrihost themselves rather than TTconnect.

I've attached 3 screenshots:

1) Local Packet loss of 8 percent
Local_Packet_Loss.jpg
2) International packet loss of 0 percent
International_Ping_Test.jpg
3) A speedtest indicating what poor speeds I'm getting.
Afrihost_speed_Test.jpg

This is not very impressive at all. Seems like cool ideas might be getting a new client soon.
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X