Afrihost - Pure Fibre Feedback Thread

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Aquadyne said:
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.
Click to expand...

Hi,

I'm sorry you are experiencing extended downtime. The latest feedback is cable fault feeder cable to OLT.

This outage might take some time to be resolved. The fault is still open and linked to network outage notice 208BWK290920

We are waiting for confirmation from Openserve once the fault has been resolved and I would then log an accounts request to assist with a downtime credit note.
 
AfriNatic said:
Hi,

I'm sorry you are experiencing extended downtime. The latest feedback is cable fault feeder cable to OLT.

This outage might take some time to be resolved. The fault is still open and linked to network outage notice 208BWK290920

We are waiting for confirmation from Openserve once the fault has been resolved and I would then log an accounts request to assist with a downtime credit note.
Click to expand...
Thanks for the more detailed update @AfriNatic
 
AfriNatic said:
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.
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Hi there,

You seem to forget that you are one of many agents that have been involved in this ordeal.

I have been contacted by 2 more just today.

The latency spikes are a new issue, unlike the previous issue which was happening with directly connected to the ODT, which we still haven't identified the source of that issue.

During Covid 19, Afrihost deactivated the exchange functionality on the website, which you then offered to set the exchange request up for me.

I then agreed and today I learnt that the router was not going to be exchanged, but simply just collected, with no replacement device being dropped off.

You then offered to have an agent call me to trouble shoot the issues to confirm the router, to make taking a R1K+ bet on the issue being the router more logical.

However, you offered this, during an internet outage, that we discussed, earlier in the day.

I then asked if I could just pay an Afrihost engineer to come investigate the issue, to no response.
 
AfriNatic said:
Hi,

I'm sorry you are experiencing extended downtime. The latest feedback is cable fault feeder cable to OLT.

This outage might take some time to be resolved. The fault is still open and linked to network outage notice 208BWK290920

We are waiting for confirmation from Openserve once the fault has been resolved and I would then log an accounts request to assist with a downtime credit note.
Click to expand...
Hi @AfriNatic ,

My fiber is still down since Friday.
Neighbour's line was up yesterday already.

Can you please check again for me?

Almost a week now.

It's less than awesome.
 
@AfriNatic

Whom ever is in charge of your Network status page, please let them know of this Suburb Typo.


Vumatel Maintenance | Johnanesburg11:09, 10 DEC 2020
MAINTENANCE
Vumatel has informed us of scheduled maintenance affecting Alan Manor, Bassonia, Glenvista, Mayberry Park, Meyersdal, Mondeo, Mulbarton, Randhart, Ridgeway and Suideroord clients will experience no connectivity during this time 11 December 2020 @ 00h01 - End Date: 11 December 2020 @ 04h00

Tis Mondeor, 2nd time now. Same typo.

Also any deets on this maintenance?
 
Rickster said:
@AfriNatic

Whom ever is in charge of your Network status page, please let them know of this Suburb Typo.


Vumatel Maintenance | Johnanesburg11:09, 10 DEC 2020
MAINTENANCE
Vumatel has informed us of scheduled maintenance affecting Alan Manor, Bassonia, Glenvista, Mayberry Park, Meyersdal, Mondeo, Mulbarton, Randhart, Ridgeway and Suideroord clients will experience no connectivity during this time 11 December 2020 @ 00h01 - End Date: 11 December 2020 @ 04h00

Tis Mondeor, 2nd time now. Same typo.

Also any deets on this maintenance?
Click to expand...

I will ask our NOC team to fix it quickly. It is as received from Vumatel in the NOC ticket queue.

Exactly what it shows there is what they sent through to us. Unless it's cancelled you can expect to have some downtime during that time. What exactly the maintenance entails I'm sure as the ticket they sent us did not detail anything.
 
Rickster said:
@AfriNatic

Whom ever is in charge of your Network status page, please let them know of this Suburb Typo.


Vumatel Maintenance | Johnanesburg11:09, 10 DEC 2020
MAINTENANCE
Vumatel has informed us of scheduled maintenance affecting Alan Manor, Bassonia, Glenvista, Mayberry Park, Meyersdal, Mondeo, Mulbarton, Randhart, Ridgeway and Suideroord clients will experience no connectivity during this time 11 December 2020 @ 00h01 - End Date: 11 December 2020 @ 04h00

Tis Mondeor, 2nd time now. Same typo.

Also any deets on this maintenance?
Click to expand...

Sorted. Yeah it was as received from Vumatel.

The description is vague but it shows node migration.
 
I have been sitting without fibre for 3 days now.

Previously I was on 20mbps line from Mitchell's Fibre via Afrihost.
Was working as expected.

About a month back, I saw that I could upgrade to 40mbps.
However, due to some kind of company merge, it was now under Vuma Reach instead of Mitchell's Fibre.

About 2 weeks I managed to get my line shifted to 40mbps by forfeiting the month I already paid for and paying upfront. Everything was great. Working as expected.

Then 3 days ago, nothing. I opened tickets, sent emails, used whatsapp and eventually called.
By some, I was told that I had not paid and by others they could see on their system that they had received my payment. After a call this morning, I was told that the money had not been sent to Vuma Reach for some reason and my line had been terminated.

I understand that mistakes happen but it's been 3 days. My work has suffered. Online meetings have dropped. Lots of mobile data being wasted. Such a ridiculous waste of time.

Now the weekend starts and I still don't have a working fibre connection.
 
Getting 100meg speeds on my 1 gig line. Something wrong?

Ping: 2ms
Download: 97.15Mbps
Upload: 94.48Mbps
 
bear786 said:
I have been sitting without fibre for 3 days now.

Previously I was on 20mbps line from Mitchell's Fibre via Afrihost.
Was working as expected.

About a month back, I saw that I could upgrade to 40mbps.
However, due to some kind of company merge, it was now under Vuma Reach instead of Mitchell's Fibre.

About 2 weeks I managed to get my line shifted to 40mbps by forfeiting the month I already paid for and paying upfront. Everything was great. Working as expected.

Then 3 days ago, nothing. I opened tickets, sent emails, used whatsapp and eventually called.
By some, I was told that I had not paid and by others they could see on their system that they had received my payment. After a call this morning, I was told that the money had not been sent to Vuma Reach for some reason and my line had been terminated.

I understand that mistakes happen but it's been 3 days. My work has suffered. Online meetings have dropped. Lots of mobile data being wasted. Such a ridiculous waste of time.

Now the weekend starts and I still don't have a working fibre connection.
Click to expand...

Hi,

I'm sorry for the experience you are having.

Can you send me a pm with your clientzone email for me to investigate the issue and find a possible solution?
 
Jimmy said:
Getting 100meg speeds on my 1 gig line. Something wrong?

Ping: 2ms
Download: 97.15Mbps
Upload: 94.48Mbps
Click to expand...

Hi,

I'm not aware of any general issues. When did this start? Did you try to do a speedtest while connected directly to the ONT to see if the speeds are still slow? If they are still slow can you get in touch with me via pm so I can have a look if there might be an outage in your area or a possible line fault.
 
Hi All,

We are getting quite a number of support request related to loadshedding. Our NOC team is working hard to get the notices on the website and update them.

If you are experiencing loadshedding in the area and the fibre does not return to working order with in an hour or so after the power has been restored you may contact us to log a fault.
 
@AfriNatic
My internet is down.

Constantly have issues in Burgundy estate & Afrihost.

It has been down for a few hours now & their call centre is closed. Disappointing
 
HS2000 said:
@AfriNatic
My internet is down.

Constantly have issues in Burgundy estate & Afrihost.

It has been down for a few hours now & their call centre is closed. Disappointing
Click to expand...

Our inbound call centre closes at 5pm but our agents are still on shift until 11pm tonight to call you back.

Can I assist or do you want me to log a call back for you to speak to someone?
 
AfriNatic said:
Our inbound call centre closes at 5pm but our agents are still on shift until 11pm tonight to call you back.

Can I assist or do you want me to log a call back for you to speak to someone?
Click to expand...
Will send you Dm.
 
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