Afrihost - Pure Fibre Feedback Thread

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AfriMan said:
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.
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Thanks for that: I'll put something together and send it off asap.

As it turns out, someone at Vox has sticky fingers, it seems, and is not releasing the line anyways.
 
AfriMan said:
Sorry about that. If they are happy to release with a penalty, remember we will give you an equivalent credit to help with that.
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Ok so I got off the line with CISP.
The lady told me they are awaiting Octotel to cancel my line so the service provider can apply for the new line.

Is this right?
I was under the impression CISP releases the line so Afrihost can simply activate it?
 
AfriMan said:
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.
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I don't know what you are seeing, but i got a call from one of your guys a few mins ago - and he says the line still shows that its with the previous ISP - you guys cannot grab it yet.

Called CISP - they are going to check now and let me know - but i can see i'm not going to get anywhere soon with this - sigh - can't believe it's such a mission - seriously, we should not be struggling like this. There must either be a serious flaw in the system somewhere - or someone is not doing their job properly.

I feel so sorry for those people with no technical knowledge around these things.
 
Fjorko said:
I don't know what you are seeing, but i got a call from one of your guys a few mins ago - and he says the line still shows that its with the previous ISP - you guys cannot grab it yet.

Called CISP - they are going to check now and let me know - but i can see i'm not going to get anywhere soon with this - sigh - can't believe it's such a mission - seriously, we should not be struggling like this. There must either be a serious flaw in the system somewhere - or someone is not doing their job properly.

I feel so sorry for those people with no technical knowledge around these things.
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Also struggling with CISP, read my post above...
 
AfriMan said:
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.
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Ok but to clarify, they will be billed (for the difference in price) for the faster service if they choose to upgrade to one during the free period, if they signed up for a slower speed and then decided to switch to a faster speed during the free period?

This is what I did, and I had to pay in the difference.

My understanding is that only the cost of the package you signed up for is covered as part of the free months, so if you then upgrade during that period you are liable for the short fall.

When you say that you're happy for people to try the faster speeds as part of the free service, it can sound like that is covered as part of the free period, which it is not?
 
puddaphut said:
Thanks for that: I'll put something together and send it off asap.

As it turns out, someone at Vox has sticky fingers, it seems, and is not releasing the line anyways.
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Oh good grief - he needs to let you go ;)

That feedback will be super helpful :)
 
RickMaver47 said:
Ok so I got off the line with CISP.
The lady told me they are awaiting Octotel to cancel my line so the service provider can apply for the new line.

Is this right?
I was under the impression CISP releases the line so Afrihost can simply activate it?
Click to expand...

It sounds a bit strange - depends on the provider and the terminology they use. Shouldn't need to be a whole new installation.
 
Fjorko said:
I don't know what you are seeing, but i got a call from one of your guys a few mins ago - and he says the line still shows that its with the previous ISP - you guys cannot grab it yet.

Called CISP - they are going to check now and let me know - but i can see i'm not going to get anywhere soon with this - sigh - can't believe it's such a mission - seriously, we should not be struggling like this. There must either be a serious flaw in the system somewhere - or someone is not doing their job properly.

I feel so sorry for those people with no technical knowledge around these things.
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I asked him to give you a call to clear up the confusion. It looks like a glitch on our side that marked the migration step as complete (which is what I was looking at). Gary should be able to get it sorted for you from here.
 
AfriMan said:
It sounds a bit strange - depends on the provider and the terminology they use. Shouldn't need to be a whole new installation.
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My point exactly.
Her exact words were "no, they don't simply migrate the line. Octotel will cancel the line and your new service provider must apply for a new one"
 
WarrieP said:
Ok but to clarify, they will be billed (for the difference in price) for the faster service if they choose to upgrade to one during the free period, if they signed up for a slower speed and then decided to switch to a faster speed during the free period?

This is what I did, and I had to pay in the difference.

My understanding is that only the cost of the package you signed up for is covered as part of the free months, so if you then upgrade during that period you are liable for the short fall.

When you say that you're happy for people to try the faster speeds as part of the free service, it can sound like that is covered as part of the free period, which it is not?
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I'm happy to have a look at your billing.

At the end of the day, if you were on an 8Mbps line and then signed up for a 1Gbps line and downgraded before 3 months, you would pay nothing. So if you do it a little out of sequence, then it's only fair that you can still do it for free.
 
Fjorko said:
I don't know what you are seeing, but i got a call from one of your guys a few mins ago - and he says the line still shows that its with the previous ISP - you guys cannot grab it yet.

Called CISP - they are going to check now and let me know - but i can see i'm not going to get anywhere soon with this - sigh - can't believe it's such a mission - seriously, we should not be struggling like this. There must either be a serious flaw in the system somewhere - or someone is not doing their job properly.

I feel so sorry for those people with no technical knowledge around these things.
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I messaged AfriMan and he told me my line is with AH already, and I was with CISP maybe it is a problem on CISP side as you activated the line with AH before the line was released by CISP
 
@AfriMan It has been a few weeks now since the subject of international latency was brought up.
Has there been any further news or still just "It has been escalated and takes a while".
 
Out of curiosity, what is causing all of these damn fibre breaks. Gardeners randomly swinging the pick axe on the pavement? Or if they are fixing a burst water line dont they have schematics to show fibre and underground power lines?

Ive never seen this many breaks on ADSL, yes they do go from the house to a pole but there is the main cable in the ground outside of the house.
 
moms said:
I messaged AfriMan and he told me my line is with AH already, and I was with CISP maybe it is a problem on CISP side as you activated the line with AH before the line was released by CISP
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It might be due to how we see activation on Openserve, that's why it's best to work with our fibre experts. They are a lot smarter than me :)
 
Phinix said:
@AfriMan It has been a few weeks now since the subject of international latency was brought up.
Has there been any further news or still just "It has been escalated and takes a while".
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It is being looked at. However, it really is a process that involves a lot of players, networks and moving parts. In some instances, some of our upstream partners feel the latency is still within acceptable range, so we have to work with them to demonstrate the tangible effects on services like gaming and streaming.

Please be patient with us - as I mentioned, it's a process and will take time.
 
Vernon said:
That D-Link router supplied by AH has very erratic wireless connectivity. And as far as I can see, it's running the latest firmware.
Could I get another router and use that instead? I ask as I seem to remember reading somewhere that when it comes to Vumatel, if you change the router you first need to get support to release the "lock".
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Is that the DIR-825?

Because mine is perfect, perhaps you messed up the settings, its quite an advanced piece of tech with many advanced settings.

Could be wireless interference?

Back on topic, I changed my primary router to a TP link and im using the AH router as a secondary router on the other side of the house. I didnt have to call or do anything, it just worked when i plugged it in. Might work in your case.
 
Rickster said:
Out of curiosity, what is causing all of these damn fibre breaks. Gardeners randomly swinging the pick axe on the pavement? Or if they are fixing a burst water line dont they have schematics to show fibre and underground power lines?

Ive never seen this many breaks on ADSL, yes they do go from the house to a pole but there is the main cable in the ground outside of the house.
Click to expand...

Could be a multitude of things. Some fibre lines do follow utilities, so they can be affected. However, I think generally no technology is infallible, and we're still learning about how weather, moisture, etc affects fibre. Copper was around for 60 years (?) so we had that down to a fine art.

Generally speaking though, we see a lot less fibre breaks than DSL - by far!
 
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