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Afrihost - Pure Fibre Feedback Thread
- Thread starter Fjorko
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Fjorko
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Sorry about this - I've asked the guys to urgently call you and try to get to the bottom of this. Just hoping that the line can move over to us so we can also log an escalation with Openserve on your behalf
What would be the process to cancel? Seems like no one at Afrihost is willing to take things higher than first level support.
I have been without internet from the 28th of Aug, even Telkom resolves faults faster than you guys and that says a lot!
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RickMaver47
Senior Member
CISP still hasn't released my line.
Positive thing is I still have internet.
But I'd like to switch over now, please.
Positive thing is I still have internet.
But I'd like to switch over now, please.
Fjorko
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You guys have a serious communication gap internally..... wtf is going on with my line man... is it migrated now or not...
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From my understanding and experience you can, but only the package cost that you signed up for originally is covered as part of the free deal.
Thus if the higher speed costs more, you will be billed for the difference between the two every month.
You can then ask to downgrade again before the 15th of month in which the free offer ends, so that they will switch you over to the lower speed at the beginning of the following month and bill you the lower rate of the package you then selected.
OK - ummmmm....say what..........are u serious ....cant be that easy surely.....
When everything goes as per plan, it should be quick. The problem occurs if we have to do some actions manually, where the provider doesn't have an API.
For Openserve, it's generally automated.
Hey @AfriMan.
I need to ask whether there is anyone within Afrihost who is tasked with the customer onboarding journey? I'be been waiting almost a month now for my previous ISP contract to terminate (I signed up to Pure Fibre on August 1).
So far, this has happened:
1) Billed for "free router"
2) Nobody informs you that the router provided for 1Gb line speed does not offer 1GB speed
3) No assistance with regards to the fact that line was released on a Sunday (perhaps liason with Vumatel to release on, say, Friday. Or alternatively, assist with a weekend pick-up?)
4) When I contact Afrihost this morning to pick up the Vumatel line (from work), I get told for the first time that there is a FSAN number that I need. On my ONT. Which is at home.
Awesomeness!
All of this is easily avoidable. Especially in the face of me having an existing connection, and migrating to Afrihost for what should be a better experience.
Someone needs to look at this journey. It is not pleasant.
I need to ask whether there is anyone within Afrihost who is tasked with the customer onboarding journey? I'be been waiting almost a month now for my previous ISP contract to terminate (I signed up to Pure Fibre on August 1).
So far, this has happened:
1) Billed for "free router"
2) Nobody informs you that the router provided for 1Gb line speed does not offer 1GB speed
3) No assistance with regards to the fact that line was released on a Sunday (perhaps liason with Vumatel to release on, say, Friday. Or alternatively, assist with a weekend pick-up?)
4) When I contact Afrihost this morning to pick up the Vumatel line (from work), I get told for the first time that there is a FSAN number that I need. On my ONT. Which is at home.
Awesomeness!
All of this is easily avoidable. Especially in the face of me having an existing connection, and migrating to Afrihost for what should be a better experience.
Someone needs to look at this journey. It is not pleasant.
I have had more than my share of "teething"
Glad to hear things are going well
Sorry about the admin up front - we're definitely looking where we can improve on that process. At least you only need to do it once though
Also, any suggestions as to how I can get that FSAN number for Afrihost to pick this line up, other than waiting until I get home this evening?
I am really sorry about this. I have asked one of our more senior team members to get involved. He confirmed that we have escalated this Openserve and we're awaiting some feedback from them.
I've asked him to give you a call and lay everything out for you.
Please hold on a little longer, I promise we're going to do everythign we can to get this sorted ASAP.
Like I said, as far as I can see it's showing as completed on our system. Not sure where this consultant was looking, but I'll double check and confirm with you.
Logically that would be the case, but at the end of the day you could have signed up for the faster speed, even if your line was slower with old ISP. So at the end of the day we're happy for people to try out better speeds as part of the free service, as long as they're happy to either be billed for the upgraded service, or downgrade before the 15th of their final month to pay what they are happy to pay.
There isn't much we can do until the line is released. Is there anything you can do to get them to release the line?
RickMaver47
Senior Member
No I know you can't, thanks.
Just basically mentioned that.
It's a little annoying, like CISP don't want to release my line
I have been told it's been escalated from Thursday and every time there is a waiting period of 24-48 hours to get feedback. How much longer do you guys expect me to wait? Can you not get one of your managers to light a fire up someones ass and get results and answers?
Edit: Just got a call from Donovan who promised he will get it sorted - let's see
We can try and get the number for you - it gets a bit tough when it comes to complexes and GIS systems through. That's why the FSAN number is super important for us make sure there are no errors.
Anyone at home who can get it for you? You might also be able to get it from your previous ISP's portal or billing.
In terms of on boarding, that's definitely a valid concern and we would appreciate the feedback. I think our fibre opsn manager is the right guy to review and see where we could improve.
Mail me on [email protected] and I'll make sure it ends up on his desk.
Sorry about that. If they are happy to release with a penalty, remember we will give you an equivalent credit to help with that.
It's really difficult to do that. We escalation processes with Openserve that are pretty rigid. If we go outside of them, that can really create some bad vibes. So we have to observe that process - I know it can feel like a mission from the client's perspective.
Glad Donovan could help. You're in excellent hands there.
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