Afrihost - Pure Fibre Feedback Thread

[AfriNatic]

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.

There was a pending change that the system never marked as completed. Gavin marked that change complete on the 23rd of November. Right after that the option for the free upgrade was available to take you from the 20Mbps legacy package(which changed to the 30/30 package) to a 100/100 Mbps package. This offer was never taken. You then requested a package change from this legacy package to 100/100 on the 26th of November.

That package change was completed on the same day on the 26th.

You did not opt in for the free double speed promo hence you where charged for the package change and now charged for the new package.

Unfortunately Accounts will not be able to manually add these discounts as it's a system generated discount that specifically requires clients to use the Free Upgrade button. Requesting a package change in clientzone does not automatically give you the Double Speed promo.

I suggest taking the double speed promo now and then selecting a downgrade to the package that you want. That would cause the double speed promo to be applied and when you downgrade the discount will follow you when you downgrade.

Our Octotel pricing only changed recently from the 1st of December for existing clients.

 

[AceTechDS]

There was a pending change that the system never marked as completed. Gavin marked that change complete on the 23rd of November. Right after that the option for the free upgrade was available to take you from the 20Mbps legacy package(which changed to the 30/30 package) to a 100/100 Mbps package. This offer was never taken. You then requested a package change from this legacy package to 100/100 on the 26th of November.

That package change was completed on the same day on the 26th.

You did not opt in for the free double speed promo hence you where charged for the package change and now charged for the new package.

Unfortunately Accounts will not be able to manually add these discounts as it's a system generated discount that specifically requires clients to use the Free Upgrade button. Requesting a package change in clientzone does not automatically give you the Double Speed promo.

I suggest taking the double speed promo now and then selecting a downgrade to the package that you want. That would cause the double speed promo to be applied and when you downgrade the discount will follow you when you downgrade.

Our Octotel pricing only changed recently from the 1st of December for existing clients.

There was a pending change that the system never marked as completed. Gavin marked that change complete on the 23rd of November. Right after that the option for the free upgrade was available to take you from the 20Mbps legacy package(which changed to the 30/30 package) to a 100/100 Mbps package. This offer was never taken. You then requested a package change from this legacy package to 100/100 on the 26th of November
-- False
and you another point:
That package change was completed on the same day on the 26th.
-- False
From: Domenic K - Afrihost.com
Sent: Thu, 19 Nov 2020 at 14:58
Subject: ClientZone - General : Billing on Account Incorrect, cannot upgrade
Ticket: ZDW-639-59260
Good day
Thanks for emailing back

This was the requested upgrade on the system the only thing i did was to process the request
look on the bellow message from the system

Id From To Request Date Effective At Status Info
398922 Home 10Mbps Octotel Fibre 20Mbps Octotel Pure Fibre 2020-07-10 2020-11-19 Processed

The was no 30mbps change request but 20Mbps -- I said I tested my line as was getting 30mbps

Please let me know if you need further assistance

Thanks
Domenic

You did not opt-in for the free double speed promo hence you where charged for the package change and now charged for the new package.
-- This not available as you have just mentioned above that your system caused the issue due to legacy changes and the previous upgrade was not completed correctly.
Please see From: aslam cassimSent: Fri, 07 Aug 2020 at 12:42Subject: Line UpgradeTicket: JYH-343-76590

-- I simply wanted the 100mbps promo and to be billed correctly for the next few months.
-- This is not my issue but your system application that did the processing, so please tell me how is that my issue.

Please do not inform of taking out the free promo when I had requested a specific request.

Before replying again, please go through all the support tickets and read, I am not trying to be difficult.
But as I have mentioned out many times before to various people within Afrihost that this issue with your system application, so I ask you to please rectify and credit accordingly.

I understand that the teams are busy but just take the time read through the request and you will understand.
Which you did not do either, can someone from a senior level please call me?
If not I think I will have to take this a step further, this has started since 19/11/2020 today 01/12/2020
we are going on 2 weeks now just to have this resolved.

 

[AfriNatic]

There was a pending change that the system never marked as completed. Gavin marked that change complete on the 23rd of November. Right after that the option for the free upgrade was available to take you from the 20Mbps legacy package(which changed to the 30/30 package) to a 100/100 Mbps package. This offer was never taken. You then requested a package change from this legacy package to 100/100 on the 26th of November
-- False
and you another point:
That package change was completed on the same day on the 26th.
-- False
From: Domenic K - Afrihost.com
Sent: Thu, 19 Nov 2020 at 14:58
Subject: ClientZone - General : Billing on Account Incorrect, cannot upgrade
Ticket: ZDW-639-59260
Good day
Thanks for emailing back

This was the requested upgrade on the system the only thing i did was to process the request
look on the bellow message from the system

Id From To Request Date Effective At Status Info
398922 Home 10Mbps Octotel Fibre 20Mbps Octotel Pure Fibre 2020-07-10 2020-11-19 Processed

The was no 30mbps change request but 20Mbps -- I said I tested my line as was getting 30mbps

Please let me know if you need further assistance

Thanks
Domenic

You did not opt-in for the free double speed promo hence you where charged for the package change and now charged for the new package.
-- This not available as you have just mentioned above that your system caused the issue due to legacy changes and the previous upgrade was not completed correctly.
Please see From: aslam cassimSent: Fri, 07 Aug 2020 at 12:42Subject: Line UpgradeTicket: JYH-343-76590

-- I simply wanted the 100mbps promo and to be billed correctly for the next few months.
-- This is not my issue but your system application that did the processing, so please tell me how is that my issue.

Please do not inform of taking out the free promo when I had requested a specific request.

Before replying again, please go through all the support tickets and read, I am not trying to be difficult.
But as I have mentioned out many times before to various people within Afrihost that this issue with your system application, so I ask you to please rectify and credit accordingly.

I understand that the teams are busy but just take the time read through the request and you will understand.
Which you did not do either, can someone from a senior level please call me?
If not I think I will have to take this a step further, this has started since 19/11/2020 today 01/12/2020
we are going on 2 weeks now just to have this resolved.

I have gone through all the tickets and account history including all the package changes and the time stamps of everything.

The 20/20 changed to 30/30 but the pricing for this was R967 per month. We have discounted it for you to R867 because you where and existing client when Octotel increased prices.

Then on the 18th of November we reduced our Octotel pricing for new clients and existing clients. New clients could signup and and get the new rate right away. Exiting clients will pay the new pricing from the 1st of December which is today.

There would be no credit due for the difference in pricing for November since you are an existing client and the price changes was only applied on the 1st of December.


The package change was completed by Gavin on 23rd of November at 11:05am. From this date the promotion would have been available.

On 26th of November at 12:04 a package change was requested by you from 20Mbps to 100Mbps. This was a normal package change request and not a double speed promo opt in as they display differently when each is requested.

Unfortunately I will not be able to advise on whether or not accounts will be able to create the discount for you now that is something the accounts team would be able to advise. If you want I can create a call back for the accounts team for you?

 

[AceTechDS]

I have gone through all the tickets and account history including all the package changes and the time stamps of everything.

The 20/20 changed to 30/30 but the pricing for this was R967 per month. We have discounted it for you to R867 because you where and existing client when Octotel increased prices.

Then on the 18th of November we reduced our Octotel pricing for new clients and existing clients. New clients could signup and and get the new rate right away. Exiting clients will pay the new pricing from the 1st of December which is today.

There would be no credit due for the difference in pricing for November since you are an existing client and the price changes was only applied on the 1st of December.


The package change was completed by Gavin on 23rd of November at 11:05am. From this date the promotion would have been available.

On 26th of November at 12:04 a package change was requested by you from 20Mbps to 100Mbps. This was a normal package change request and not a double speed promo opt in as they display differently when each is requested.

Unfortunately I will not be able to advise on whether or not accounts will be able to create the discount for you now that is something the accounts team would be able to advise. If you want I can create a call back for the accounts team for you

On 26th of November at 12:04 a package change was requested by you from 20Mbps to 100Mbps. This was a normal package change request and not a double speed promo opt-in as they display differently when each is requested. --- this was due to your system not being able to process the original request for the promotion to be applied and I couldn't apply it as the previous upgrade request was processed. Seriously what do you guys don't get? Do you not use any logic? The issue caused by previous upgrade request, now the problem is the way I requested when in the tickets I did make mention of wanting the promo and telling every single support person the same thing over and over. Which means your application does not have a way to handle system related issues which did not cater for in design which is a bug.

No thank you, I will be cancelling all services with Afrihost, logging a formal complaint with the regulatory bodies.

 

[Luke7777]

Download/uplaod speeds via FF gone to hell ? 1st one is browser, 2nd one app




@AfriNatic ?

Ping is also normally around 3

 

[blunt]

Download/uplaod speeds via FF gone to hell ? 1st one is browser, 2nd one app


View attachment 965780

@AfriNatic ?

Ping is also normally around 3

FF CPT fine

  Speedtest by Ookla

     Server: Cool Ideas - Cape Town (id = 20912)
        ISP: AFRIHOST OTHER
    Latency:     3.26 ms   (35.37 ms jitter)
   Download:    21.40 Mbps (data used: 10.4 MB)                               
     Upload:    21.43 Mbps (data used: 9.7 MB)                               
Packet Loss:     0.0%
 Result URL: https://www.speedtest.net/result/c/4e122f12-24c3-41be-b9b3-4eedaae69fea

 

[Luke7777]

FF CPT fine

  Speedtest by Ookla

     Server: Cool Ideas - Cape Town (id = 20912)
        ISP: AFRIHOST OTHER
    Latency:     3.26 ms   (35.37 ms jitter)
   Download:    21.40 Mbps (data used: 10.4 MB)                            
     Upload:    21.43 Mbps (data used: 9.7 MB)                            
Packet Loss:     0.0%
Result URL: https://www.speedtest.net/result/c/4e122f12-24c3-41be-b9b3-4eedaae69fea

Pretoria defintely not Probably some **** on the Jhb side that affects us


Running thru VPN is a bit better at least

 

[AfriNatic]

Pretoria defintely not Probably some **** on the Jhb side that affects us
View attachment 965792

Running thru VPN is a bit better at least

View attachment 965794

I don't see any notices and I haven't gotten any reports of issues yet. If it does not resolve in the next 30 to 1 hour we can log a fault. FrogFoot also takes a couple of minutes to update the status page.

 

[Luke7777]

FrogFoot also takes a couple of minutes to update the status page.

It *is* almost an hour now

 

[AfriNatic]

It *is* almost an hour now

Have you checked connected directly to the ONT?

 

[luckystrike]

Hello, i am on coolideas in lynnwood on frogfoot.


I have some insane loss on my line for the last hour or so.

Maybe its that....

And this is Directly on the ONT

https://imgur.com/PBMpigv

 

[Luke7777]

Have you checked connected directly to the ONT?

Did that, it asked for cellnumber in order to activate the connection or whatever. Haven't connected to the ONT directly before

 

[AfriNatic]

Did that, it asked for cellnumber in order to activate the connection or whatever. Haven't connected to the ONT directly before

You should be able to do speedtest.net without having to activate again.

That said it might be an area related fault. Send me your deeds via pm so I can get a fault logged so long.

 

[Luke7777]

Done

 

[AfriNatic]

Done

Okay thanks. Everything looks good but I need to get some trace routes from you so I can log a fault with FrogFoot. NOC confirmed there is no notice from FrogFoot about an outage so we should log a fault and take it from there.

 

[Luke7777]

Must've been something on FF side.... looks like this this morning

 

[Luke7777]

Hello, i am on coolideas in lynnwood on frogfoot.


I have some insane loss on my line for the last hour or so.

Maybe its that....

And this is Directly on the ONT

https://imgur.com/PBMpigv

@luckystrike how is yours this morning ?

 

[RyRy79261]

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.

So an update.

Nothing's improved, at a stage I had an agent who would phone an monitor the issues, even had a direct email to message him.

The last I heard from him was when he scheduled an 8:00am troubleshooting session where apparently I was gonna run some tests with technicians on the other side, well he bailed and has since ghosted me.

Continuing on with another agent who has been involved since almost the beginning, I've noticed that when a device disconnects from the router, the delay on the continous ping test goes from 28 to 2000+ms.

When I experience the delayed traffic issue I initially reported a month ago, there seems to be dhcp issues according to the logs in the router.

What this all means no body knows, but today I'm hear about the latest blunder on this killstreak of incompetence. The initial agent who promised to resolve this issue in a matter of days (3 weeks ago), proposed the idea of replacing the router before having tested things from FrogFoots side, he said that "the router would be replaced on collection however if the previous router has no faults with it, we would be charged for the new one"

That was the plan, which we then actioned over the weekend, sans the router replacement.

So now I've been charged for collection, of the router, but the delivery team is unaware of bringing a replacement with.

The entire house needs internet for work, I'm paying over a grand for high speed fibre but its been over a month of actual days worth of back n forth conflicting information.

I have no clue what to do any more

 

[AfriNatic]

So an update.

Nothing's improved, at a stage I had an agent who would phone an monitor the issues, even had a direct email to message him.

The last I heard from him was when he scheduled an 8:00am troubleshooting session where apparently I was gonna run some tests with technicians on the other side, well he bailed and has since ghosted me.

Continuing on with another agent who has been involved since almost the beginning, I've noticed that when a device disconnects from the router, the delay on the continous ping test goes from 28 to 2000+ms.

When I experience the delayed traffic issue I initially reported a month ago, there seems to be dhcp issues according to the logs in the router.

What this all means no body knows, but today I'm hear about the latest blunder on this killstreak of incompetence. The initial agent who promised to resolve this issue in a matter of days (3 weeks ago), proposed the idea of replacing the router before having tested things from FrogFoots side, he said that "the router would be replaced on collection however if the previous router has no faults with it, we would be charged for the new one"

That was the plan, which we then actioned over the weekend, sans the router replacement.

So now I've been charged for collection, of the router, but the delivery team is unaware of bringing a replacement with.

The entire house needs internet for work, I'm paying over a grand for high speed fibre but its been over a month of actual days worth of back n forth conflicting information.

I have no clue what to do any more

Hi,

I have been engaging for you on this matter for quite some time now. Frogfoot say the line is fine. I have requested some form of tests to show the connection is dropping. The screenshots you have provided was dismissed by Frogfoot as inconclusive.

You then mentioned that when a device is plugged in or out on the LAN port the latency spikes. That should not be happening so it's a possible router fault and hence I suggested a router exchange. We do not just send a new router to you because in this case the router is not completely dead so we do not know if something on your side might be causing this or if it's a router fault hence we test the router first before dispatching a new router.

We have many times before now dispatched new routers no questions asked but clients aren't always truthful in what they do with the routers and hence our exchange policy has changed. We collect, Assess and if faulty replace and credit the R99 collection fee.

During Covid19 we have created a router exchange indemnity form where we can ship a replacement before receiving the faulty router. If the received router is not faulty or is physically damaged that would void the manufacturer warranty we will charge you for the router replacement.

I don't think this makes this a killstreak of incompetence at all.

I'm sorry that you are experiencing the issues you are having and I am trying my best to accommodate and assist as best I can.

 

[Aquadyne]

Fiber has been down since Friday evening.

Reported on Saturday morning - was told it was a general area outage and cannot get my own reference number.

I advised then that it is not showing up on the Network outages page and it should be corrected as it is a general area outage.

Went away for weekend and came back Sunday evening - still down.

Reported it again - it is still not on the Network notices page as a general area outage.

Was given a reference number today though.

So, Fiber down for 3 days - general area outage - yet no notification in the network notification page.

That is not good enough.

I have confirmed that it is in fact a General Area Outage.
Was advised that Openserve does not work over weekends to fix problems.

Openserve / Afrihost 200M Down/ 100M Up
Area: Sunset Beach, Cape Town.

Keep power-cycling the ONT every few hours hoping for a change. Alas it remains Pure Internet Folly.