Afrihost - Pure Fibre Feedback Thread

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Fjorko said:
Yep - lets see how it pans out. I really hope for your sake that you can get connected today. Please do let us know as soon as you are ...

I look at scenarios like yours to kinda gauge how my experience will go, but seeing as I'm with a different FNO, it might be completely different to yours.
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Honestly, I think many, many more people than are represented / voiced in this thread took advantage of this deal. And I think the large majority of them would have waited for the 1st to switch over to take advantage of a full first free month. So I'm guessing Openserve etc. had more simultaneous migrations than they've ever had to deal with, and there was a queue / backlog. Judging from the general slowdown / unavailability of support on AH's channels yesterday, it seems they had a ton of support queries to deal with too. (Live chat was completely offline at one point, Whatsapp took a while, 20 min backlog on phone support, etc)

So I think quite a few of these migration / installation frustrations are down to volume and (I'm hoping) not indicative of ongoing future support.
 
Just an FYI should you decide to upgrade your line, from my WhatsApp interactions with AH support.

Seems you can upgrade and then also downgrade in the same month, but not two up or downgrades.
While it reads that upgrades are processed at midnight that day, this is a bit misleading, as the request then still needs to reach the FNO and they need to action it, which may take 24-48 hours.

The WhatsApp support staff could do with a bit of training though. Seems they only read half your question and provide an almost automated response, which results in you having to pull the information you need out of them to get your question answered.
 
Seeyou said:
Honestly, I think many, many more people than are represented / voiced in this thread took advantage of this deal. And I think the large majority of them would have waited for the 1st to switch over to take advantage of a full first free month. So I'm guessing Openserve etc. had more simultaneous migrations than they've ever had to deal with, and there was a queue / backlog. Judging from the general slowdown / unavailability of support on AH's channels yesterday, it seems they had a ton of support queries to deal with too. (Live chat was completely offline at one point, Whatsapp took a while, 20 min backlog on phone support, etc)

So I think quite a few of these migration / installation frustrations are down to volume and (I'm hoping) not indicative of ongoing future support.
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Yeah, month end chaos! NO doubt...
 
sand_man said:
Yeah, month end chaos! NO doubt...
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Live chat is ALWAYS off line, I've never managed to get support on live chat. Agree that there could be a backlog but this is the one crucial thing service providers in this country do not seem to understand. If I raise an issue I do not expect instant resolution (while it would be nice). I am expecting acknowledgement of my issue. Oh sorry about that but we are swamped we will look into it and give you feedback is sooooo much better than the middle finger that Afrihost is currently flipping.

My view, support under pressure is the true indication of how the relationship will be like in the long run.
 
Seeyou said:
Honestly, I think many, many more people than are represented / voiced in this thread took advantage of this deal. And I think the large majority of them would have waited for the 1st to switch over to take advantage of a full first free month. So I'm guessing Openserve etc. had more simultaneous migrations than they've ever had to deal with, and there was a queue / backlog. Judging from the general slowdown / unavailability of support on AH's channels yesterday, it seems they had a ton of support queries to deal with too. (Live chat was completely offline at one point, Whatsapp took a while, 20 min backlog on phone support, etc)

So I think quite a few of these migration / installation frustrations are down to volume and (I'm hoping) not indicative of ongoing future support.
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Let's hope we get preference in the migration q.. Can't imagine spending a Friday night not being able to watch some of the ashes on dstv now
 
This is a joke, I've been offline for over 24 hours and still no connection. I've just got off the phone with Vumatel and they rejected the order AH placed, because they placed the order as a "new line installation" instead of a "change of service". I'm getting sick and tired of going from pillar to post and wasting my airtime trying to sort out AH's $h1t. AH obviously have no idea what they are doing. At this rate, I might as well go back to my old ISP. They atleast knew what they were doing, and they waaaaaaay smaller than AH. @AfriFella @AfriMan @Afrihost-Gian, sort your guys $h1t out before you lose a customer for life
 
Antono said:
My view, support under pressure is the true indication of how the relationship will be like in the long run.
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To an extent. I find if I'm constantly trying to get hold of support there is something fundamentally wrong with the actual product. Then if support falls over, that's just another reason to cancel and move on...

The tech inclined community on myBB (and the heavy hitters that comes with that) means we hold ISP's to a higher level of accountability vs your mom and pop users. Accounts are stressed tested as a matter of course and deficiencies quickly exposed by ultra critical end users...

Anyway, I've used Afrihost's Whatsapp support and it is adequate. No more, no less. Live chat is anything but... don't bother... not sure they need both? Most likely they going to kill Live chat for Whatsapp support. I would have no issue with that...
 
Ja, i think those guys are probably inundated with new signups...lets give them a chance, it's a popular campaign and i'm sure many people took on this offer, even people outside this forum...

Still hope you guys that were supposed to go live yesterday can still be sorted today.
 
Fjorko said:
Ja, i think those guys are probably inundated with new signups...lets give them a chance, it's a popular campaign and i'm sure many people took on this offer, even people outside this forum...
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Ja but the reps here did say they expected that and even over-estimated just to be on the safe side. So that shouldn't be an excuse.
 
Vernon said:
Ja but the reps here did say they expected that and even over-estimated just to be on the safe side. So that shouldn't be an excuse.
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Over estimated the bandwidth needed yes, but i don't think they may have ( or maybe they should have ) foreseen admin issues at some FNO's like Afrifella mentioned yesterday, which may be contributing to all of this...

With that said - they should have known many will jump at this and prepared on all fronts accordingly, even if only with some extra presence on this forum during this time - but the unforeseen does happen on occasion........so.......
 
STORMERSFAN said:
Well Ive been officially off for 24hrs..and counting.. Mobile data is depleting quickly..
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Yeah, that absolutely sucks!! Can only be attributed to month end traffic. The vast majority of port and migration requests would have come to fruition 31st July/1st Aug. Hopefully soon though...

I had some serious downtime migrating from Vox to CISP, end of 2017. Like 4 days I think it was but that was on account of Vox totally stuffing up the cancellation/migration process!!

Never ceases to amaze me how grumpy lack of internet makes a household and its inhabitants! Highly addictive...
 
Vernon said:
Ja but the reps here did say they expected that and even over-estimated just to be on the safe side. So that shouldn't be an excuse.
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If u run a huge campaign it should be ALL hands on deck..bring in the artillery!have ppl work overtime to ensure migrations get done
 
KUDOS where it's due.. Sent the request through for a credit for my cancelation from CISP at 07.30am this morning.. The credit has just been paid.. Well done ah! If only my migration was within 3 hours.. Hint hint
 
STORMERSFAN said:
KUDOS where it's due.. Sent the request through for a credit for my cancelation from CISP at 07.30am this morning.. The credit has just been paid.. Well done ah! If only my migration was within 3 hours.. Hint hint
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Problem is a lot more moving parts with migration. Current ISP to FNO to new ISP.... taking long though...
 
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