@AfriMan I have just completed a support call with AH via Whatsapp. I am not satisfied with the reasons provided for the full connectivity loss experienced at my home. It sounds like complete and utter rubbish. Please could you advise how I can escalate this issue as the person I dealt with refused to provide me with a reference number? He says that since the issue was resolved by rebooting my ONT and router there is no need for a reference number.
However, the devices were rebooted before contacting AH, and connectivity was not restored until I made contact and the consultant confirmed that he had to reset my connection.
After this, the devices were rebooted and connectivity was restored.
I asked for a reason for the connectivity loss and he responded with:
Could you please confirm if this is a normal and reasonable response? Surely a customer ought to know what has caused full connectivity loss of a fairly expensive service? My wife works from home and this caused major disruption for her. I also work from home occasionaly and it would be nice to be able to plan around a similar event occuring. Basically the response here is that "all AH customers should reasonably expect full connecitivy loss if any event of loadshedding occurs anywhere in South Africa"
This response is simply not acceptable.
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