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Hi All
I have been an Afrihost customer for many years and have a 250/250mb fibre link that has worked perfectly without issue until now…
There was some fibre interruption around the 22 to 24 August 2024. Shortly thereafter I noticed a drastic increase in latency affecting online gaming and a little later I also noticed that download speeds had greatly diminished, whilst upload speeds remain constant. I also notice that this issue was worse during peak times (around 5pm to 10pm).
The matter was reported to Afrihost support, I also check all equipment, cables, provided test results via the router and ONT, etc, etc. Afrihost advised that they had logged the query with Metrofibre.
After I noticed that no further updates were being provided, I contact Afrihost support and was advised that Metrofibre closed the initial without resolution. Afrihost indicated that had they logged a new call (#405057) and I was then advised by the support agent that I should request a callmeback every day, in order to obtain feedback.
I have a few concerns:
1. I have never had this issue with the fibre line with either Afrihost or Metrofibre, whereby fibre quality drastically diminishes especially during peak times. When mentioning this to friends/colleagues, a few mention experiencing similar issues with other ISP’s which were later found to be due to those ISP’s either oversubscribing customers, throttling their links during peak time, accidentally switch ports on the exchange, etc. Afrihost assured me that this is not the case, but if so, why then the delay in resolving the issue.
-Any ideas as to what can cause this sudden issue which occurs more so during peak hours, even when I use one device connected directly to the ONT?
-Is there anyone Afrihost in the forum that can assist with this outstanding fault?
2. Since reporting this fault, I have experienced two instances where one simply cannot reach Afrihost support i.e. no response via the support emails ([email protected] or [email protected]), “callmeback” requests sent via the client zone are ignored and during each instance the whatsapp support service was offline. This is truly the first time that Afrihost callmeback requests resulted is no support agents calling back.
-Is anyone else experiencing issues with Afrihost support?
-When all of the above support options fail, are there any other ways to obtain support from Afrihost?
-When the support service fails or the support service is not adequate e.g. queries are ignored, is there an escalation processes that customers can follow to report poor service?
I have been an Afrihost customer for many years and have a 250/250mb fibre link that has worked perfectly without issue until now…
There was some fibre interruption around the 22 to 24 August 2024. Shortly thereafter I noticed a drastic increase in latency affecting online gaming and a little later I also noticed that download speeds had greatly diminished, whilst upload speeds remain constant. I also notice that this issue was worse during peak times (around 5pm to 10pm).
The matter was reported to Afrihost support, I also check all equipment, cables, provided test results via the router and ONT, etc, etc. Afrihost advised that they had logged the query with Metrofibre.
After I noticed that no further updates were being provided, I contact Afrihost support and was advised that Metrofibre closed the initial without resolution. Afrihost indicated that had they logged a new call (#405057) and I was then advised by the support agent that I should request a callmeback every day, in order to obtain feedback.
I have a few concerns:
1. I have never had this issue with the fibre line with either Afrihost or Metrofibre, whereby fibre quality drastically diminishes especially during peak times. When mentioning this to friends/colleagues, a few mention experiencing similar issues with other ISP’s which were later found to be due to those ISP’s either oversubscribing customers, throttling their links during peak time, accidentally switch ports on the exchange, etc. Afrihost assured me that this is not the case, but if so, why then the delay in resolving the issue.
-Any ideas as to what can cause this sudden issue which occurs more so during peak hours, even when I use one device connected directly to the ONT?
-Is there anyone Afrihost in the forum that can assist with this outstanding fault?
2. Since reporting this fault, I have experienced two instances where one simply cannot reach Afrihost support i.e. no response via the support emails ([email protected] or [email protected]), “callmeback” requests sent via the client zone are ignored and during each instance the whatsapp support service was offline. This is truly the first time that Afrihost callmeback requests resulted is no support agents calling back.
-Is anyone else experiencing issues with Afrihost support?
-When all of the above support options fail, are there any other ways to obtain support from Afrihost?
-When the support service fails or the support service is not adequate e.g. queries are ignored, is there an escalation processes that customers can follow to report poor service?
