Afrihost - Pure Fibre Feedback Thread Part 2

defsec said:
Back online, but my public IP has changed. Do you know if it’ll change again? Need to update configs. Thanks.
Click to expand...
Thank you.
I will let you know once public IPs are allocated.
 
K T said:
Is anyone else still battling with brief uptimes after router reboots?
Click to expand...
Mine is working fine in terms of using it for outgoing traffic.

But I can't access my VPN or any other services without a Static IP and currently I am in CGNAT
 
defsec said:
My connection is down. Frogfoot, KZN. Had no issues since yesterday morning.
Click to expand...
Good day,

Please send us a private message with the account holder's details and we will investigate.

Kind regards.
 
Can only laugh... Afrihost, why is airmobile.co.za now providing me with an IP address when I am with MetroFibre... And yes... I have restarted my Mikrotik and ONT... TWICE!!!

Therefore, my static IP, which I had, is missing in action...
 
lordnokon said:
Can only laugh... Afrihost, why is airmobile.co.za not providing me with an IP address when I am with MetroFibre... And yes... I have restarted my Mikrotik and ONT... TWICE!!!

Therefore, my static IP, which I had, is missing in action...
Click to expand...
Static IPs via DHCP are not yet resolved as of yet...
 
@Afrigirl (or anyone from AfriHost who is remotely capable)

I hate to be this person, but I'm honestly at my absolute wits end with your regular support channels, so this is my last ditch attempt at getting this sorted before I give you guys the boot. Years ago I swore never to use AfriHost again when you were shaping my business ADSL line to something ridiculous like 3.75% line speed during peak hours, but I figured the situation could surely never get that bad now that fibre is in the picture and signed up with you in early April. A decision I sincerely regret...

Within days of signing up I ran into line issues and logged a fault via WhatsApp. Octotel sent technicians out to inspect the issue and determined that builders in our complex had spilled cement down a drain with their fibre cables in it, which hardened and was causing high noise levels on +-20-30 units in the complex, leading to intermittent latency spikes, line speed issues and lines going down entirely. They said the fibre cables would need to be replaced entirely and a request was logged for approval with the higher ups at Octotel.

I reached out about a month later and a rather sarcastic and uninterested AfriHost support agent said there was no update on the issue, it was the fibre provider's responsibility to fix the fault and that there was no way to escalate it. Basically, I had to just sit and twiddle my thumbs until something happened.

Fast forward four months to yesterday. I haven't heard a single peep from AfriHost and my line started to give issues again, so I reached out to your support team yesterday morning. Long story short, the support agent couldn't find anything related to my line fault logged in April once he finally grasped what I was explaining to him, despite me giving him the reference number supplied to me at the time, but he promised to get back to me with feedback via the SMS before COB yesterday. Unsurprisingly, that promise wasn't kept. So I reached out shortly before 8pm last night again to ask what's happening. The second agent who assisted me wanted me to explain the entire issue again because she claimed she can't see historical chats. If that's true, it explains why your support is such a mess. How on earth do agents get context of issues if they're not able to pull up historical correspondence with customers?

Anyway, she said she escalated the issue and promised to get a manager to contact me. Another day has passed and nada. My line fault ticket has supposedly disappeared into the ether and your support team don't seem to know what's going on. I mean, neither agent figured it would be a good idea to let me know you were down across the country if MyBroadband's news articles are anything to go by? The mind boggles...

Anyway, I would appreciate feedback on what's going on with my line fault ASAP and an ETA on when I can expect my line performance to return to normal, as I am still experiencing performance issues and work from home. I get that it's the fibre provider's responsibility to fix the aforementioned physical fault, but as someone who headed up a support team for years, I find it inexcusable that you don't have any sort of follow up SLA on tickets where you're still waiting on a third party's feedback. Even an update once a month to say you don't have an update is useful communication. Going quiet on me for 4 months but happily debiting my bank account, then delivering this level of "service" is shameful.

Please help.
 
Lydon said:
@Afrigirl (or anyone from AfriHost who is remotely capable)

I hate to be this person, but I'm honestly at my absolute wits end with your regular support channels, so this is my last ditch attempt at getting this sorted before I give you guys the boot. Years ago I swore never to use AfriHost again when you were shaping my business ADSL line to something ridiculous like 3.75% line speed during peak hours, but I figured the situation could surely never get that bad now that fibre is in the picture and signed up with you in early April. A decision I sincerely regret...

Within days of signing up I ran into line issues and logged a fault via WhatsApp. Octotel sent technicians out to inspect the issue and determined that builders in our complex had spilled cement down a drain with their fibre cables in it, which hardened and was causing high noise levels on +-20-30 units in the complex, leading to intermittent latency spikes, line speed issues and lines going down entirely. They said the fibre cables would need to be replaced entirely and a request was logged for approval with the higher ups at Octotel.

I reached out about a month later and a rather sarcastic and uninterested AfriHost support agent said there was no update on the issue, it was the fibre provider's responsibility to fix the fault and that there was no way to escalate it. Basically, I had to just sit and twiddle my thumbs until something happened.

Fast forward four months to yesterday. I haven't heard a single peep from AfriHost and my line started to give issues again, so I reached out to your support team yesterday morning. Long story short, the support agent couldn't find anything related to my line fault logged in April once he finally grasped what I was explaining to him, despite me giving him the reference number supplied to me at the time, but he promised to get back to me with feedback via the SMS before COB yesterday. Unsurprisingly, that promise wasn't kept. So I reached out shortly before 8pm last night again to ask what's happening. The second agent who assisted me wanted me to explain the entire issue again because she claimed she can't see historical chats. If that's true, it explains why your support is such a mess. How on earth do agents get context of issues if they're not able to pull up historical correspondence with customers?

Anyway, she said she escalated the issue and promised to get a manager to contact me. Another day has passed and nada. My line fault ticket has supposedly disappeared into the ether and your support team don't seem to know what's going on. I mean, neither agent figured it would be a good idea to let me know you were down across the country if MyBroadband's news articles are anything to go by? The mind boggles...

Anyway, I would appreciate feedback on what's going on with my line fault ASAP and an ETA on when I can expect my line performance to return to normal, as I am still experiencing performance issues and work from home. I get that it's the fibre provider's responsibility to fix the aforementioned physical fault, but as someone who headed up a support team for years, I find it inexcusable that you don't have any sort of follow up SLA on tickets where you're still waiting on a third party's feedback. Even an update once a month to say you don't have an update is useful communication. Going quiet on me for 4 months but happily debiting my bank account, then delivering this level of "service" is shameful.

Please help.
Click to expand...
That's 7x Broadband ISP of the Year Winner for you 😉
 
This is getting ridiculous! This afternoon I did an extended power-off of my router, 20 minutes plus, then things started working. Got home later this evening and the TV worked for a while, then the laptop, but then I stepped away for 5 minutes and nothing was working. Quick reboot of the router didn't help either.
Why are we always being told to reboot the router only, because that isn't helping? So, I'm going off script.
See you in the morning when I switch my ONT back on.
 
I did not restart anything and my static IP automatically came back at around 16:30:
1755640535254.png

Since then, it has been rock-solid and stable:
1755640635290.png
 
Lydon said:
@Afrigirl (or anyone from AfriHost who is remotely capable)

I hate to be this person, but I'm honestly at my absolute wits end with your regular support channels, so this is my last ditch attempt at getting this sorted before I give you guys the boot. Years ago I swore never to use AfriHost again when you were shaping my business ADSL line to something ridiculous like 3.75% line speed during peak hours, but I figured the situation could surely never get that bad now that fibre is in the picture and signed up with you in early April. A decision I sincerely regret...

Within days of signing up I ran into line issues and logged a fault via WhatsApp. Octotel sent technicians out to inspect the issue and determined that builders in our complex had spilled cement down a drain with their fibre cables in it, which hardened and was causing high noise levels on +-20-30 units in the complex, leading to intermittent latency spikes, line speed issues and lines going down entirely. They said the fibre cables would need to be replaced entirely and a request was logged for approval with the higher ups at Octotel.

I reached out about a month later and a rather sarcastic and uninterested AfriHost support agent said there was no update on the issue, it was the fibre provider's responsibility to fix the fault and that there was no way to escalate it. Basically, I had to just sit and twiddle my thumbs until something happened.

Fast forward four months to yesterday. I haven't heard a single peep from AfriHost and my line started to give issues again, so I reached out to your support team yesterday morning. Long story short, the support agent couldn't find anything related to my line fault logged in April once he finally grasped what I was explaining to him, despite me giving him the reference number supplied to me at the time, but he promised to get back to me with feedback via the SMS before COB yesterday. Unsurprisingly, that promise wasn't kept. So I reached out shortly before 8pm last night again to ask what's happening. The second agent who assisted me wanted me to explain the entire issue again because she claimed she can't see historical chats. If that's true, it explains why your support is such a mess. How on earth do agents get context of issues if they're not able to pull up historical correspondence with customers?

Anyway, she said she escalated the issue and promised to get a manager to contact me. Another day has passed and nada. My line fault ticket has supposedly disappeared into the ether and your support team don't seem to know what's going on. I mean, neither agent figured it would be a good idea to let me know you were down across the country if MyBroadband's news articles are anything to go by? The mind boggles...

Anyway, I would appreciate feedback on what's going on with my line fault ASAP and an ETA on when I can expect my line performance to return to normal, as I am still experiencing performance issues and work from home. I get that it's the fibre provider's responsibility to fix the aforementioned physical fault, but as someone who headed up a support team for years, I find it inexcusable that you don't have any sort of follow up SLA on tickets where you're still waiting on a third party's feedback. Even an update once a month to say you don't have an update is useful communication. Going quiet on me for 4 months but happily debiting my bank account, then delivering this level of "service" is shameful.

Please help.
Click to expand...
Good morning.

Thank you for reaching out, and I sincerely apologise for the inconvenience and frustration you’ve experienced.

Our WhatsApp support agents are required to adhere to specific response time guidelines, which unfortunately limits their ability to view previous chat history. However, it is each agent’s responsibility to document the nature of your inquiry, its resolution status, and to set appropriate reminders for follow-ups or callbacks directly on your profile.

It appears that in this instance, proper procedure was not followed, and I genuinely regret the impact this has had on your experience.

To assist you further and ensure we follow up effectively, please provide the Octotel ticket reference number.
 
Morning @Afrigirl,

Firstly, thank your for responding and keeping us up to date. I still rate you guys highly, suppose thats why ive been with you for 15 years.

I understand that yesterday you were confirming stability before providing us with our "static" IP addresses again. I am still recieving the CGNAT IP 100.x and not my usual 102.182.x.x. (hidden for privacy)
Not to harp to much, but this CGNAT is driving me nuts with my home systems. Besides my home network, i have links back from my hosted Afrihost sites which requires that the IP remain static and dynamic dns is not secure enough for my needs.

Is there any update or time frame from Afihosts side to get our addresses back.

Regards
Tyron
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X