Afrihost/ Openserve HG8240H ONT issue

T

ThatOtherGuy007

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My internet connection stopped working on Wednesday 24 June. I contacted Afrihost via their WhatsApp support line and the operator (Germaine H) said “there is fault in my area, technicians were dispatched and service will be restored” but unfortunately they did not fix the problem. I logged my first support ticket to report the problem on 24 June. The problem is still not fixed and they do not give any feedback. Since then I had to log more tickets to get some assistance/correspondence but they are ignoring my communication requests now. I do not know how to escalate this issue any further. A very rude Openserve technician phoned me and he insists that my cable between the ONT and router is disconnected, I assured him the cable is functional and configured correctly. Nothing further from them.

I have narrowed down the problem to the ONT: power down Huawei ONT, remove fibre cable from ONT, then power up with LAN cable plugged in between ONT LAN1 and router WAN port. The link comes up and LAN1 LED is solid green. As soon as you plug in the fibre cable again the link goes down, PON LED is solid green, LAN1 LED stays off. Then the router WAN status is “cable disconnected”. The router log just says “Wan link down”. Anyone else experienced this issue?
 
ThatOtherGuy007 said:
My internet connection stopped working on Wednesday 24 June. I contacted Afrihost via their WhatsApp support line and the operator (Germaine H) said “there is fault in my area, technicians were dispatched and service will be restored” but unfortunately they did not fix the problem. I logged my first support ticket to report the problem on 24 June. The problem is still not fixed and they do not give any feedback. Since then I had to log more tickets to get some assistance/correspondence but they are ignoring my communication requests now. I do not know how to escalate this issue any further. A very rude Openserve technician phoned me and he insists that my cable between the ONT and router is disconnected, I assured him the cable is functional and configured correctly. Nothing further from them.

I have narrowed down the problem to the ONT: power down Huawei ONT, remove fibre cable from ONT, then power up with LAN cable plugged in between ONT LAN1 and router WAN port. The link comes up and LAN1 LED is solid green. As soon as you plug in the fibre cable again the link goes down, PON LED is solid green, LAN1 LED stays off. Then the router WAN status is “cable disconnected”. The router log just says “Wan link down”. Anyone else experienced this issue?
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Hi did you reticently migrate to us?

Solid PON light with LAN1 briefly coming on is a sign of a suspended fibre line possibly in the holding pool. I would need to investigate what went wrong though to be sure. Can you send me your clientzone email so I can get you sorted asap?
 
Thank you so much for your efficient assessment and decent feedback. I did not request a migration to RSAWeb so I am interested to hear how this could have happened.
 
ThatOtherGuy007 said:
Thank you so much for your efficient assessment and decent feedback. I did not request a migration to RSAWeb so I am interested to hear how this could have happened.
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I have requested the same as well as asked for who initiated a cancellation on your B number. My priority is getting you online asap. Once you are back online I will ask an account supervisor to credit for the downtime.
 
Okay the only way to get you sorted ASAP is I have placed a new order with Openserve to swap the ONT and allocate a new B number. I have done this. There is a new order number and Openserve has already allocated a new B number.

Please expect a call from Openserve to arrange for the swap out of the ONT. I have Updated the B number on your account already so it should authenticate immediatly after the new ONT has been installed.

Please let me know once they have done this so I can log an escalation to accounts to credit you for the downtime ;)
 
I am still waiting for them to contact me but I will let you know when they deliver the new ONT. Thank you again and stay safe.
 
Glad you got sorted out! Sorry for the inconvenience we cause you I hope we can make it up to you going forward!
 
AfriNatic said:
Glad you got sorted out! Sorry for the inconvenience we cause you I hope we can make it up to you going forward!
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Thank you so much for solving my problem AfriNatic, you are amazing and kept me as a client. I have had no issues until now and I am satisfied with my product. I know things are chaotic with this pandemic, but Afrihost should try to improve on their ticket support and feedback system. I am guessing that in this case Openserve was at fault, but we as customers can not deal with them directly, so we rely on your feedback. In any case it is solved now and thank you again!
 
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