Afrihost - Pure Fibre Feedback Thread

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SilverCode said:
I'm having the same problem. I have confirmed the issue is also happening at our offices and 2 other colleagues. All in the Cape Town area (Helderberg) and all on FrogFoot FNO with various ISPs (Afrihost, Vox and CapeConnect)
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hmm, could be a Frogfoot issue then?


AfriNatic said:
You using Ethernet?
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PC, TV, AVR, BluRay player are on Ethernet, Laptop & phones are on Wifi. Same behaviour
 
AfriNatic said:
Hi,

Not at all. I was trying to see what Info I could gather before responding. The ISP industry is very competitive and it might be that other ISP has managed to secure a better agreement with Balwin than us but I want to make sure I give you the correct info.
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Still waiting on that correct info @AfriNatic ?
 
Were experiencing intermittent FTTH access Frogfoot via Afrihost. Connection is on and off every few minutes. Seriously disrupting work. VOIP lines and more.

The waiting time of Afrihost Technical support desk over the phone is 36 minutes at the moment....People you need to get your act together. Seriously!

How the heck can you expect people to sit on a cell phone for 36 minutes to get hold of your support desk, when everything beyond the router is dead...

Not even to mention how useless the WhatsApp support is at this stage. Which only works on a cellphone.
 
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AfriNatic said:
It seems like Vumatel has started reverting the double speed changes this week. This has caused some confusion for clients that have opt in for the upgrade promotion sent by Gian.

We were expecting the double speeds to last until the end of this month. So if you have clicked on the link it queued an upgrade that will be actioned on the 1st. With the double speeds being reverted by Vumatel now already this will cause clients to revert back to the paid for speed and upgraded again at the end of this month.
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This makes a lot of sense, would have been great to have received an email about this. :unsure:

It would have helped me avoid a WhatsApp support chat & long hold times due to the WhatsApp chat, I really expected the conversation to go "we'll check it out & get back to you"; it didn't initially & haven't heard anything back as yet.

I think the resetting of the router & stating the router is at fault shouldn't be the de-facto go to when starting a support chat.

I ended up discovering / pointing out that I have two accessible Afrihost IPv4s each operating at different speeds i.e. one at 10Mbps & the other at 20Mbps.

My "educated"guess now; it is a result of the speed alterations being carried out by Vumatel & Afrihost's promotion for which I opted in for.
 
DeSLAM said:
Were experiencing intermittent FTTH access Frogfoot via Afrihost. Connection is on and off every few minutes. Seriously disrupting work. VOIP lines and more.

The waiting time of Afrihost Technical support desk over the phone is 36 minutes at the moment....People you need to get your act together. Seriously!

How the heck can you expect people to sit on a cell phone for 36 minutes to get hold of your support desk, when everything beyond the router is dead...

Not even to mention how useless the WhatsApp support is at this stage. Which only works on a cellphone.
Click to expand...

We are experiencing extremely high call volumes due to a number of outages at the moment. We are trying to get to everyone in a timely manner. Apologies for that. There is an outage affecting Western Cape at the moment. Frogfoot is attending to the issue.


We are dealing with a large number of queries relating to Vumatel double speed promos that has been reverted back to original speed. Vumatel confirmed they have not actioned these speed changes so we are working closely with them.

These issues has unfortunately increase the call centre and whatsapp queues significantly.
 

Network Status - Frogfoot Networks

www.frogfootfibre.com www.frogfootfibre.com

In Progress - Western Cape Regional Outage
Reference:
FRG868893
Start Date:
2020-07-24 07:30:00.0
Progress Status:
Resolution In-Progress

This erratic FTTH connectivity is unacceptable (at your new pricing), its becoming like your ADSL was. The same happened yesterday.

How do I get Afrihost to call me back on my cell phone. I'm sick and tired of waiting to get assisted on my charge, listening to elevator music and ads.
 
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Z3120 said:
This makes a lot of sense, would have been great to have received an email about this. :unsure:

It would have helped me avoid a WhatsApp support chat & long hold times due to the WhatsApp chat, I really expected the conversation to go "we'll check it out & get back to you"; it didn't initially & haven't heard anything back as yet.

I think the resetting of the router & stating the router is at fault shouldn't be the de-facto go to when starting a support chat.

I ended up discovering / pointing out that I have two accessible Afrihost IPv4s each operating at different speeds i.e. one at 10Mbps & the other at 20Mbps.

My "educated"guess now; it is a result of the speed alterations being carried out by Vumatel & Afrihost's promotion for which I opted in for.
Click to expand...

I have deleted my previous post as Vumatel has confirmed that this might be a fault as they have not reverted the speed policies yet. We are working closely with Vumatel to determine where the issue might be. Vumatel has confirmed that the speeds will only revert at midnight on 31st July.

We would like to investigate why this is happening and ask all Vumatel clients that are experiencing these speed issues. We recommend doing a speedtest on shop.vumatel.co.za and contact us so we can assist and provide feedback accordingly.
 
DeSLAM said:
"Can you confirm the area? There is a notice for Frogfoot CPT atm on their website."


Please post the link to it.

This erratic FTTH connectivity is unacceptable (at your new pricing), its becoming like your ADSL was.

How do I get Afrihost to call me back on my cell phone. I'm sick and tired of waiting to get assisted on my charge, listening to elevator music and ads.
Click to expand...

Network Status - Frogfoot Networks

www.frogfootfibre.com www.frogfootfibre.com

frogfoot_cpt_outage.png
 
AfriNatic said:
I have deleted my previous post as Vumatel has confirmed that this might be a fault as they have not reverted the speed policies yet. We are working closely with Vumatel to determine where the issue might be. Vumatel has confirmed that the speeds will only revert at midnight on 31st July.

We would like to investigate why this is happening and ask all Vumatel clients that are experiencing these speed issues. We recommend doing a speedtest on shop.vumatel.co.za and contact us so we can assist and provide feedback accordingly.
Click to expand...

As far as I know there is an internal case that was opened late yesterday afternoon. A number of speeds tests from the different IPv4s are attached (I'm told) from my WhatsApp chat.

The one IPv4 operates at straight 10/10 with no degradation in latency & the other operates at 20/15 with no degradation in latency.

During the double speed window the upload was always 15Mbps so this seems "in line" with a 20/20 experience thus far.
 
AfriNatic said:
I have deleted my previous post as Vumatel has confirmed that this might be a fault as they have not reverted the speed policies yet. We are working closely with Vumatel to determine where the issue might be. Vumatel has confirmed that the speeds will only revert at midnight on 31st July.

We would like to investigate why this is happening and ask all Vumatel clients that are experiencing these speed issues. We recommend doing a speedtest on shop.vumatel.co.za and contact us so we can assist and provide feedback accordingly.
Click to expand...

Also having the same issue @AfriNatic . Got told by afrihost support that Vumatel has started reverting back to our original speeds even though i opted to continue at the upgraded speed (email sent by Gian). Package 20/20 used to run at 50/50, but speedtest shows 25/25 over 2 days.
 
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