Afrihost - Pure Fibre Feedback Thread Part 2

Our complex has been experiencing the WORST Vuma outages I've ever seen and I've only been staying here for 4 months. Throw in a first line of support agent that tells me he wants photos of my ONT before he can log an issue after I told him the whole complex is down and you get an annoyed customer... It's been dreadful... To say the least. I even downgraded my line, as it's no use paying the price I do for the service we've been getting. I know it's not a direct Afrihost issue, as all the residents experience this.
 
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Got back online on Tuesday, but required the tech to stick a sniffer on my ONT and fettle something at the FTTH box post the splicing. Many such cases according to the neighbourhood watch group.

Briteclear seriously need to improve their front of house.


Afrigirl said:
Hi.
The ticket has been linked to a Network Incident.
NWI-18243
Current Status:
Repair in progress
Start Time & Date:
Mon 21 Aug 2023 - 10:05

Update:
Mon 21st August 2023 - 11:38:19
24f done on 288f

Mon 21st August 2023 - 11:08:52
Technicians are preparing the joints for splicing

Mon 21st August 2023 - 10:05:23
Suburb: Bryanston East Sector 3 Zone & AG Affected: BES3-AG5 Blocks affected : Bryanston East Sector 3 Impact on Connectivity: Medium Resource Available: yes Cause Of Damage : Cable got bitten by Rats Scope of work: Cut the 288 cable and resplice it back. Duration: + - 7/8 hours Clients Affected: +/- 200 clients Additional Comments: Team are already on sitec
Click to expand...
 
Afrigirl said:
Checking with Vuma on the outage.
Click to expand...
So on Thursday I finally got the promised wonderful Afrihost/Vumatel installation.
On installation they could not get the FX light to turn green on the ONT.
Two hours later I contacted support & finally it was burning green.
However i had the wonderful message saying Connected without Internet???
By now all support had disappeared home.
On Friday it was a back & forth on the chat lines without much success. Eventually about 12 a log was logged, ISP1296885. No further feedback except the support people telling me it had been resolved.
Today I am still sitting with the error message, Connected without Internet.
I have sent numerous screen shots requested from the support team, but every new chat you get a different flavor of support. So know I have reverted to Telkom LTE.
When you sign up they claim your the debit order only goes through once connection has been made. Surprise, Surprise it went through a week before installation was done.
Come Monday & I know what I will be doing with Afrihost & there promised Fibre.
 
Afrigirl said:
Checking with Vuma on the outage.
Click to expand...
Hi,
I had a new installation done on Thursday. However it has not been successful & I am sick & tired of the back & forth from the support teams. Everyone has a different few but the problem remains unsolved. A log was logged with Vumatel & although Vumatel says it's been resolved, I still sit with the error message...Connected without Internet. The log was ISP1296885.
 
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Jbn222 said:
Hi,
I had a new installation done on Thursday. However it has not been successful & I am sick & tired of the back & forth from the support teams. Everyone has a different few but the problem remains unsolved. A log was logged with Vumatel & although Vumatel says it's been resolved, I still sit with the error message...Connected without Internet. The log was ISP1296885.
Click to expand...
Hi @Jbn222 are you still experiencing no connectivity from the line? I can see an active lease.

Screenshot 2023-08-28 063241.png
 

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i know we are all suffering from the undersea cable, but is there any reason why my download speed would be as low as 4mbs on a 50mb line ? it is higher than normal ping but speed has been ok upto now ?
thanks
 
fatmaninhell said:
i know we are all suffering from the undersea cable, but is there any reason why my download speed would be as low as 4mbs on a 50mb line ? it is higher than normal ping but speed has been ok upto now ?
thanks
Click to expand...

Please share a picture of the speedtest results.
 
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