Afrihost - Pure Fibre Feedback Thread

[AfriNatic]

We are seeing some recovery. It should start returning to normal now.

 

[SR71]

Hey,

We are aware of a DNS server issue. NOC working on it. Sorry for the issues.

Expected ETA?

 

[AfriNatic]

Expected ETA?

No ETA unfortunately but NOC is working on it.

 

[SR71]

No ETA unfortunately but NOC is working on it.

I see I'm already back up and back in business. My sanity and Netflix thanks you.

 

[AfriNatic]

I see I'm already back up and back in business. My sanity and Netflix thanks you.

Awesome. It's still a bit intermittent but should be resolved soon.

 

[Adenoid Hynkel]

No ETA unfortunately but NOC is working on it.

Could.you perhaps ask them to monitor the load on the DNS servers. I've noticed quite a bit of degraded performance after 5 when using Afrihosts DNS the last few weeks. If I switch to google or CF it flies again.

 

[AfriNatic]

Could.you perhaps ask them to monitor the load on the DNS servers. I've noticed quite a bit of degraded performance after 5 when using Afrihosts DNS the last few weeks. If I switch to google or CF it flies again.

I will ask them to have a look. I will also run some tests from my side at different times to see how much it slows.

 

[Smiley_lauf]

Jip, openserve Afrihost was down in Pretoria

Can also confirm this--most of yesterday Wed 25 Nov, connection was very erratic, dropping zoom calls and Netflix was not working. Seems to be back today. My DNS is pointing at Google DNS

 

[RyRy79261]

I have responded to BSN-371-38875

I will be able to assist you via ticket if you prefer so I can keep track of all the responses and tests. We need to determine if the issues is related to D-Link router or the line. If it's the router and it's still under warranty we need to log a return request to have the router replaced. If it's the line I would need to do some tests with you so we can log a fault with FrogFoot and take it from there.

So its been 20 days since my line was installed and my issue is still not resolved.

After my previous message, I was contacted directly by an agent who has been overseeing the efforts to resolve this issue.

Since then, I've been carted around between 6 separate agents, all of which are under the impression that I'm experience a speed issue.

To date, I have stated the issue 39 times across however many agents have been involved.

This morning a troubleshooting/debugging session was scheduled to happen with me on the line over the phone for 8:30 but so far there has only been radio silence. I was promised that this issue would be looked into today.

I've literally spent actual days worth of testing and debugging on the line, bought new cables, set up network monitoring, run tests on multiple machines with alternative routers but now every time I get a response from Afrihost, I'm back at square one needing to inform a fresh agent what my issue is over and over and over again.

Theres been like 9 or so support tickets, 1 FrogFoot ticket, maybe 15 or something agents so far.

My previous internet connection was literally a microwave satellite dish based and that was more stable this fibre optic cable.

 

[AfriNatic]

So its been 20 days since my line was installed and my issue is still not resolved.

After my previous message, I was contacted directly by an agent who has been overseeing the efforts to resolve this issue.

Since then, I've been carted around between 6 separate agents, all of which are under the impression that I'm experience a speed issue.

To date, I have stated the issue 39 times across however many agents have been involved.

This morning a troubleshooting/debugging session was scheduled to happen with me on the line over the phone for 8:30 but so far there has only been radio silence. I was promised that this issue would be looked into today.

I've literally spent actual days worth of testing and debugging on the line, bought new cables, set up network monitoring, run tests on multiple machines with alternative routers but now every time I get a response from Afrihost, I'm back at square one needing to inform a fresh agent what my issue is over and over and over again.

Theres been like 9 or so support tickets, 1 FrogFoot ticket, maybe 15 or something agents so far.

My previous internet connection was literally a microwave satellite dish based and that was more stable this fibre optic cable.

Hi,

Apologies for the experience you received. I have responded to you via ticket.

 

[Prof.Merlin]

If I had to do a vuma package upgrade from 20/2 to 20/20 now, clientzone says the change will be imediate. Will i be billed prorata for November or would I need to pay the full difference for november?

 

[AfriNatic]

If I had to do a vuma package upgrade from 20/2 to 20/20 now, clientzone says the change will be imediate. Will i be billed prorata for November or would I need to pay the full difference for november?

The system will do 3 things.

1. Generate a invoice for the difference and charge the pro rata from the time it's changed to the end of the month.
2. Generate a credit note for the invoice that was already generated for December
3. Generate a new invoice for December with the new speeds.

 

[Prof.Merlin]

The system will do 3 things.

1. Generate a invoice for the difference and harge the pro rata from the time it's changed to the end of the month.
2. Generate a credit note for the invoice that was already generated for December
3. Generate a new invoice for December with the new speeds.

perfect thanks

 

[tardomatic]

So its been 20 days since my line was installed and my issue is still not resolved.

After my previous message, I was contacted directly by an agent who has been overseeing the efforts to resolve this issue.

Since then, I've been carted around between 6 separate agents, all of which are under the impression that I'm experience a speed issue.

To date, I have stated the issue 39 times across however many agents have been involved.

This morning a troubleshooting/debugging session was scheduled to happen with me on the line over the phone for 8:30 but so far there has only been radio silence. I was promised that this issue would be looked into today.

I've literally spent actual days worth of testing and debugging on the line, bought new cables, set up network monitoring, run tests on multiple machines with alternative routers but now every time I get a response from Afrihost, I'm back at square one needing to inform a fresh agent what my issue is over and over and over again.

Theres been like 9 or so support tickets, 1 FrogFoot ticket, maybe 15 or something agents so far.

My previous internet connection was literally a microwave satellite dish based and that was more stable this fibre optic cable.

The joys of frogfoot...

 

[AceTechDS]

@Afrihost-Gian , @AfriFella @AfriNatic

So I have been logging issues from initial fibre upgrade please below:
Ticket: JYH-343-76590 was logged Sent: Fri, 07 Aug 2020 at 12:42

Ticket: ZDW-639-59260 Sent: Thu, 19 Nov 2020 at 11:02 to request the promotion upgrade, as the line was supposed to be on 20mbps but due to your internal system errors, it was done but the promotion was not applied.

Follow up tickets sent
Ticket: ZDW-639-59260
Ticket: LSY-601-23128

In order to rectify billing that has occurred then getting a suspension notice for my account that has been up to date

So far there has been on exception Gavin, the rest of your support team is useless.
They don't read the emails nor do they check the billing on the account before making the correct assumption.

As mentioned above I request previously a line upgrade which was done and billed accordingly.
Then I wanted to take out the promotion which I could not to as per above your system did not update my line accordingly. Then trying to have the line upgrade was another week going back and forth between and service provider.

Now you are billing as per normal price when initially I requested the promotion to be applied this has not yet been done. Your Tech Lead told the service agent to tell me to change my ethernet cable as it was not cat6 seriously this is the first time I hear that the ethernet cable has to affect my fibre line speed, whoever that team leader/manager needs the training to mention that to your agent Gavin.

Now you billing team dont look at the billing nor the tickets that I have sent to tell me I am being billed correctly.

Regard
A

 

[mjgaylord]

I don't like complaining on forums, but it seems that this is the only place left for me to say something as the agents at Afrihost aren't very communicative. I placed an order for fibre on the 19th of November. Afrihost debited my account immediately for installation. I was told Vuma would be in contact with me about the installation. They contacted me 2 days later, asking if I had a line into my house - which I do - they then told me that I need to contact Afrihost about the router. I contacted Afrihost and they asked me if I had a fibre box (a thing with blinking lights) in my house - which I do not. So they said they will check with Vuma and Vuma would get back to me.

Anyway long story short, I have not been contacted by Vuma nor Afrihost. Afrihost keeps telling me Vuma will phone me, which they have not. They even mentioned they would escalate with Vuma - which I don't believe they have. Either that or Vuma is so bad at dealing with customers they just ignore Afrihost.

I am fed up at this point. I want a refund for the installation fee and I will proceed to use a different ISP. I used to have fantastic service from Afrihost and have recommended them to many friends and family but right now I have to say that passing the buck and not taking responsibility for poor communication has meant I plan to move all of my services over to another ISP. Fortunately, we don't live in the old days where we lived under the Telkom monopoly.

 

[AfriNatic]

@Afrihost-Gian , @AfriFella @AfriNatic

So I have been logging issues from initial fibre upgrade please below:
Ticket: JYH-343-76590 was logged Sent: Fri, 07 Aug 2020 at 12:42

Ticket: ZDW-639-59260 Sent: Thu, 19 Nov 2020 at 11:02 to request the promotion upgrade, as the line was supposed to be on 20mbps but due to your internal system errors, it was done but the promotion was not applied.

Follow up tickets sent
Ticket: ZDW-639-59260
Ticket: LSY-601-23128

In order to rectify billing that has occurred then getting a suspension notice for my account that has been up to date

So far there has been on exception Gavin, the rest of your support team is useless.
They don't read the emails nor do they check the billing on the account before making the correct assumption.

As mentioned above I request previously a line upgrade which was done and billed accordingly.
Then I wanted to take out the promotion which I could not to as per above your system did not update my line accordingly. Then trying to have the line upgrade was another week going back and forth between and service provider.

Now you are billing as per normal price when initially I requested the promotion to be applied this has not yet been done. Your Tech Lead told the service agent to tell me to change my ethernet cable as it was not cat6 seriously this is the first time I hear that the ethernet cable has to affect my fibre line speed, whoever that team leader/manager needs the training to mention that to your agent Gavin.

Now you billing team dont look at the billing nor the tickets that I have sent to tell me I am being billed correctly.

Regard
A

Hi,

I have had a quick look through the account and see that an upgrade was submitted but the promotion was not applied. This means that you have not click the free upgrade button. Claiming the double speed promo requires clients to click through the Free upgrade button. If you ignore that and just do a normal upgrade the promotion does not apply. The promotion is automatically applied by the system when you choose to opt in.

I checked the promo availability for your line and it shows that it's available to you. If you click it now it would take you to 200Mbps for the price of 100Mbps. Once the promo is applied you can downgrade and the promo discount will follow you to the package that you downgrade to.

 

[AfriNatic]

I don't like complaining on forums, but it seems that this is the only place left for me to say something as the agents at Afrihost aren't very communicative. I placed an order for fibre on the 19th of November. Afrihost debited my account immediately for installation. I was told Vuma would be in contact with me about the installation. They contacted me 2 days later, asking if I had a line into my house - which I do - they then told me that I need to contact Afrihost about the router. I contacted Afrihost and they asked me if I had a fibre box (a thing with blinking lights) in my house - which I do not. So they said they will check with Vuma and Vuma would get back to me.

Anyway long story short, I have not been contacted by Vuma nor Afrihost. Afrihost keeps telling me Vuma will phone me, which they have not. They even mentioned they would escalate with Vuma - which I don't believe they have. Either that or Vuma is so bad at dealing with customers they just ignore Afrihost.

I am fed up at this point. I want a refund for the installation fee and I will proceed to use a different ISP. I used to have fantastic service from Afrihost and have recommended them to many friends and family but right now I have to say that passing the buck and not taking responsibility for poor communication has meant I plan to move all of my services over to another ISP. Fortunately, we don't live in the old days where we lived under the Telkom monopoly.

Hi,

I'm sorry for the poor experience you have received with your fibre order from us.

When Vumatel contacted you to ask if you already have a line they likely took it as if you have a line and a working ONT and then pushed the order back as the line is already installed. If there is no ONT/CPE then it must be a new install even if the line is already physically installed.

I would like to investigate the issue. Can you send me a private message with your clientzone email address so I can assist?

 

[AceTechDS]

Hi,

I have had a quick look through the account and see that an upgrade was submitted but the promotion was not applied. This means that you have not click the free upgrade button. Claiming the double speed promo requires clients to click through the Free upgrade button. If you ignore that and just do a normal upgrade the promotion does not apply. The promotion is automatically applied by the system when you choose to opt in.

I checked the promo availability for your line and it shows that it's available to you. If you click it now it would take you to 200Mbps for the price of 100Mbps. Once the promo is applied you can downgrade and the promo discount will follow you to the package that you downgrade to.

I could not apply the promo please see attach, same as the member below I have been fighting for 2 weeks now have all issues resolved. I have been billed incorrectly, I could not apply the promo as the previous upgrade did not go through and the billing was incorrect. Please see your billing on Octotel lines:

Octotel Fibre - Afrihost

Get connected with blazing-fast Fibre with Octotel Fibre and Afrihost.

www.afrihost.com

The screenshot below was I tried on the day I took it for this very purpose, I have been speaking to numerous agents not once did a manager called me when I have requested, I tried posting on Facebook but your team keeps deleting my posts which I believe they could have messaged me and ask me to update.

You can understand my frustration as this been going for some time now.

 

[AceTechDS]

I don't like complaining on forums, but it seems that this is the only place left for me to say something as the agents at Afrihost aren't very communicative. I placed an order for fibre on the 19th of November. Afrihost debited my account immediately for installation. I was told Vuma would be in contact with me about the installation. They contacted me 2 days later, asking if I had a line into my house - which I do - they then told me that I need to contact Afrihost about the router. I contacted Afrihost and they asked me if I had a fibre box (a thing with blinking lights) in my house - which I do not. So they said they will check with Vuma and Vuma would get back to me.

Anyway long story short, I have not been contacted by Vuma nor Afrihost. Afrihost keeps telling me Vuma will phone me, which they have not. They even mentioned they would escalate with Vuma - which I don't believe they have. Either that or Vuma is so bad at dealing with customers they just ignore Afrihost.

I am fed up at this point. I want a refund for the installation fee and I will proceed to use a different ISP. I used to have fantastic service from Afrihost and have recommended them to many friends and family but right now I have to say that passing the buck and not taking responsibility for poor communication has meant I plan to move all of my services over to another ISP. Fortunately, we don't live in the old days where we lived under the Telkom monopoly.

I so totally agree with you on this point, I use to tell family friends about afrihost but the service and communication has been pathetic of note I am sorry but I highly frustrated @afrinic