Afrihost Migration not being processed.

[Aurra11]

I have just moved locations and in House A(old house) i already had an Fibre Contract with Afrihost so i decided to migrate my package to House B(New House). I sent in the migration on 27th October and selected the 2nd November for the call out.

I contacted the Afrihost Whatsapp on the 28th to see if all is still going well. Support said all is fine on their side and it will likely only be a remote activation from Openserve's side, Support said he escalated the situation and line should be Active in 24-72 hours.

Once again i contacted Support on 31st October and they said they do apologize as there has still been no Feedback from Openserve side and that the initial process takes between 3 to 5 days. (now i am already angered as i feel i cant trust support anymore) Support noted that they will escalate this and give feedback.

1st November i contacted again to see if there is any feedback and they reply no but it has been escalated.

3rd November i still heard no reply and contacted. Support had notified they can assist by me logging into my Router and Changing the PPPoE Username and Password. I knew where to find the new Username however the Afrihost App does not allow me to reset the Password as it keeps saying line not active. After about 30mins support gave me a password i can use for the PPPoE, however when i used these details there was no change and Support said they will escalate this and get back to me.

4th November, now i am really mad as i have no internet and Phone data also finished. i contacted support and they said they need me to restart the router and they will give instructions, i inform i will be home half past 5 with them saying they will then give me a call quarter to 6 to assist. I get home and i message them at 6pm saying i did not get a call or feedback regarding the call back. A emergency happens and i quickly have to leave and ask what time does the WhatsApp support end with them replying 8pm. i get back at 7:15pm and send a message for Support to get a automatic reply saying the support Centre is closed.

5th November, this morning i sent a message and i phoned as i am starting to get really annoyed as all i keep getting told as they have not heard back from Openserve and they will escalate this and give feedback. At this point i am really wondering why i am still with Afrihost but then again i have been with them for 4 years and no issues.

Has anyone experienced anything similar and what should i do from here?

Edit: Afri Girl was more then able to assist, after she responded to me i got feedback from Openserve within an hour. But unfortunately still no resolve from Openserve side. They had scheduled for the ONT to be replaced this morning between 8am and 10am. Technician phoned me quarter to 9 saying he is on his way. Quarter to 10 he phoned again saying he is outside. Now i have to communicate with someone who is home and took the day off to open the gate but they said no one is outside. I call the technician again and he says Openserve gave him the wrong address (which is just around the corner.) Due to this they will no longer be able to do the installation today and i will get feedback within 48 hours.

From what i see Afrihost is doing all they can but Openserve just does not communicate with them which is leading to the frustration. Today marks Day 11 without internet or a solution

Edit: Today marks Day 16 still with no internet or any feedback whatsoever.

 

[Afrigirl]

Hi.

I apologise for the delay in activating the service for House B.
Please drop me a private message with your email address.
For House B, was it a new installation, or you had fibre installed already?

 

[ALLADSL]

I have just moved locations and in House A(old house) i already had an Fibre Contract with Afrihost so i decided to migrate my package to House B(New House). I sent in the migration on 27th October and selected the 2nd November for the call out.

I contacted the Afrihost Whatsapp on the 28th to see if all is still going well. Support said all is fine on their side and it will likely only be a remote activation from Openserve's side, Support said he escalated the situation and line should be Active in 24-72 hours.

Once again i contacted Support on 31st October and they said they do apologize as there has still been no Feedback from Openserve side and that the initial process takes between 3 to 5 days. (now i am already angered as i feel i cant trust support anymore) Support noted that they will escalate this and give feedback.

1st November i contacted again to see if there is any feedback and they reply no but it has been escalated.

3rd November i still heard no reply and contacted. Support had notified they can assist by me logging into my Router and Changing the PPPoE Username and Password. I knew where to find the new Username however the Afrihost App does not allow me to reset the Password as it keeps saying line not active. After about 30mins support gave me a password i can use for the PPPoE, however when i used these details there was no change and Support said they will escalate this and get back to me.

4th November, now i am really mad as i have no internet and Phone data also finished. i contacted support and they said they need me to restart the router and they will give instructions, i inform i will be home half past 5 with them saying they will then give me a call quarter to 6 to assist. I get home and i message them at 6pm saying i did not get a call or feedback regarding the call back. A emergency happens and i quickly have to leave and ask what time does the WhatsApp support end with them replying 8pm. i get back at 7:15pm and send a message for Support to get a automatic reply saying the support Centre is closed.

5th November, this morning i sent a message and i phoned as i am starting to get really annoyed as all i keep getting told as they have not heard back from Openserve and they will escalate this and give feedback. At this point i am really wondering why i am still with Afrihost but then again i have been with them for 4 years and no issues.

Has anyone experienced anything similar and what should i do from here?

 

[ALLADSL]

I had a similar experience with Afrihost when I decided to assist my elderly parents to migrate from WebAfrica to Afrihost. I'm a existing client with Afrihost for more than 5 years, using 80% of their products in my Business and Personal capacity.

New Fibre order placed on 10 October - stating that it's a migration - followed up as you did..... in the meantime after more than 20+ support tickets, I got hold of a manager at Vumatel that told me that the "escalation to Vuma" was not done, It took him 5 minutes to activate the existing CPE box.

The nightmare was not over yet as only today they informed me that the TP-Link router will only be delivered in 2-3 days.

I will go as FAR as I can to inform everybody I know and add reviews wherever possible about the STILL ongoing terrible service!

 

[Afrigirl]

I had a similar experience with Afrihost when I decided to assist my elderly parents to migrate from WebAfrica to Afrihost. I'm a existing client with Afrihost for more than 5 years, using 80% of their products in my Business and Personal capacity.

New Fibre order placed on 10 October - stating that it's a migration - followed up as you did..... in the meantime after more than 20+ support tickets, I got hold of a manager at Vumatel that told me that the "escalation to Vuma" was not done, It took him 5 minutes to activate the existing CPE box.

The nightmare was not over yet as only today they informed me that the TP-Link router will only be delivered in 2-3 days.

I will go as FAR as I can to inform everybody I know and add reviews wherever possible about the STILL ongoing terrible service!

I am sorry for the bad experience. Sounds like the order was not placed correctly and the router order is dependent on the fibre order. We don't process the router until we have successfully placed the order with the FNO.

There's a number of things that affects migration orders, with Openserve order the Bnumber has already ceased and a new installation order had to placed for a new Bnumber to be allocated.

Vumatel orders, it can that a service was not terminated correctly with previous ISP and we need request for an early release. ONT/CPE are swapped overtime due to faults and and the FSAN or Serial number is not updated correctly until a client cancels and migrate then the new ISP picks it up which now delays the order of the service.

There are many other reasons why migration orders take longer than expected and I believe we need to communicate more and clearly with our clients regarding their orders. We don't have to wait for clients to follow up to pickup these delays.