Afrihost - Pure Fibre Feedback Thread

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I reported the network fault several times via Whattsapp and Afrihost callback's
and got no feedback at all from Afrihost. Afrihost is more than welcome to check their logs of how many reports I logged with them.
A few weeks later (i think it was around week 2 or week 3) I phoned Afrihost again and got a respons that Afrihost can do nothing for me
I need to wait for internet logs from Metrofibre to actually check if there is a network issue before anything can be done for me.
A week later I phonef and got the same message, Metrofibre is still busy checking logs.
Another week later I phoned and got a message saying they got the network logs back and Afrihost can see there is a fault and that Metrofibre will fix it for me


The problems I Experienced in this time:

High Ping: (Normal Local 4-6 Ping) I had 240 to 360 ping Local in this time
Packet loss: suppose to be 0% I had 45 to 60% Loss during the time
Constant Connection Drops during the day +-100 to 150 a day


What made the Internet useless for the whole family:

My wife was unable to watch Netflix,DSTV now or Showmax.
After she watched 15sec of Netflix, Netflix needed to buffer for 5sec to continue (repeatedly)
My daughter and I were unable to play any online PC games or watch Youtube without watching it while it buffered
My wife's online work was even lost with all the internet drops


Because the line was useless to me and my family I went to the bank and reversed the debit order with a outstanding R1500. Afrihost claims I owe them for
the useless internet service I had for the last 2 months with them. Now Afrihost is refusing to release the line before R1500 is paid in full.


The line got cancelled on the 1st of August but not released, my service light on ONT is still green.
I asked for a call back from Afrihost like 4-5 times since yesterday and sales tranferred me to fibre and fibre transferred me to sales like more then 20 times on my cost at times.
Eventually I asked to speak to a supervisor that took about 30 min to pick up and had a terrible attitude with me from the start and was unwilling
to give me his name and surname and dropped the phone in my ear. 2021/08/16 13:30 This is really highly unprofessional conduct for a supervisor.
I will not suggest Afrihost as a service provider to anyone out there. It is disgraceful, unproffesional service from them.
 
PhantomRSA said:
I reported the network fault several times via Whattsapp and Afrihost callback's
and got no feedback at all from Afrihost. Afrihost is more than welcome to check their logs of how many reports I logged with them.
A few weeks later (i think it was around week 2 or week 3) I phoned Afrihost again and got a respons that Afrihost can do nothing for me
I need to wait for internet logs from Metrofibre to actually check if there is a network issue before anything can be done for me.
A week later I phonef and got the same message, Metrofibre is still busy checking logs.
Another week later I phoned and got a message saying they got the network logs back and Afrihost can see there is a fault and that Metrofibre will fix it for me


The problems I Experienced in this time:

High Ping: (Normal Local 4-6 Ping) I had 240 to 360 ping Local in this time
Packet loss: suppose to be 0% I had 45 to 60% Loss during the time
Constant Connection Drops during the day +-100 to 150 a day


What made the Internet useless for the whole family:

My wife was unable to watch Netflix,DSTV now or Showmax.
After she watched 15sec of Netflix, Netflix needed to buffer for 5sec to continue (repeatedly)
My daughter and I were unable to play any online PC games or watch Youtube without watching it while it buffered
My wife's online work was even lost with all the internet drops


Because the line was useless to me and my family I went to the bank and reversed the debit order with a outstanding R1500. Afrihost claims I owe them for
the useless internet service I had for the last 2 months with them. Now Afrihost is refusing to release the line before R1500 is paid in full.


The line got cancelled on the 1st of August but not released, my service light on ONT is still green.
I asked for a call back from Afrihost like 4-5 times since yesterday and sales tranferred me to fibre and fibre transferred me to sales like more then 20 times on my cost at times.
Eventually I asked to speak to a supervisor that took about 30 min to pick up and had a terrible attitude with me from the start and was unwilling
to give me his name and surname and dropped the phone in my ear. 2021/08/16 13:30 This is really highly unprofessional conduct for a supervisor.
I will not suggest Afrihost as a service provider to anyone out there. It is disgraceful, unproffesional service from them.
Click to expand...

Hi,

I'm sorry for the bad experience you had with us. I would like to investigate the matter further and provide correct responses please do p me your details.

Just a few responses on what you have provided. Unfortunately as an ISP we get billed for line rental by the FNO whether you have intermittent connection or not and therefore we can not always just credit clients if they experience issues. We do try our best to accommodate clients and do sometimes pass credits even if we will be taking a loss. Most ISPs do not do this at all. We have in our terms that intermittent connections are not liable for credits due to this.

If a fault was confirmed there should have been some feedback towards a solution so I would need more details to see why the issue was ongoing.

With MetroFibre when you cancel the line is with the specific ISP for at least another 30 days. For Early termination the account needs to be in good standing. If you have reversed debit orders for previous payments then we can unfortunately not early release the line and the line will automatically be released at the end of this month. The outstanding amount will still be due though.

All our calls are recorded and I can ask QA to investigate why a supervisor would hangup. That is definitely not on but I would need to get some more info to investigate the matter for you.
 
HI. Is there a fiber outage in the Lenasia Area. you app at the moment is not working to log a call. Can you advise
 
eshar said:
HI. Is there a fiber outage in the Lenasia Area. you app at the moment is not working to log a call. Can you advise
Click to expand...

Hi,

Yes there is an Openserve fibre and DSL outage in Lenasia.

Network Status | Afrihost

See the status updates of our Fibre, LTE, DSL, Mobile and Hosting networks, what's affecting them - if anything, and what the cause is.
www.afrihost.com www.afrihost.com
 
Has octotel been "dropping" connections in the night on afrihost. Spoke to family on octotel who say they can't stream netflix or that the connection becomes really bad at night. This is on the parow/klipkop/ruyterwacht network. I'm not sure if its congestion as that network is relatively new.

Unfortunately I am unable to go there to do tests and check where the problem may lie as I am still in isolation. I suspected its their wifi setup but they've had the connection for months now and have recently complained.
 
JonOpollo said:
Has octotel been "dropping" connections in the night on afrihost. Spoke to family on octotel who say they can't stream netflix or that the connection becomes really bad at night. This is on the parow/klipkop/ruyterwacht network. I'm not sure if its congestion as that network is relatively new.

Unfortunately I am unable to go there to do tests and check where the problem may lie as I am still in isolation. I suspected its their wifi setup but they've had the connection for months now and have recently complained.
Click to expand...
Just a suggestion if they are in Klipkop/Parow side its better to go with Openserve. Heard it takes Octotel a while to iron out their network until its regarded as stable.
 
JonOpollo said:
Has octotel been "dropping" connections in the night on afrihost. Spoke to family on octotel who say they can't stream netflix or that the connection becomes really bad at night. This is on the parow/klipkop/ruyterwacht network. I'm not sure if its congestion as that network is relatively new.

Unfortunately I am unable to go there to do tests and check where the problem may lie as I am still in isolation. I suspected its their wifi setup but they've had the connection for months now and have recently complained.
Click to expand...

Morning,

There aren't any general issues currently. We need to do some troubleshooting and log it with Octotel.
 
Dan C said:
Ping: 87ms
Download: 0.66Mbps
Upload: 26.65Mbps

:( Frogfoot again....
Click to expand...

Hi,

Confirmed outage.

New Outage

Outage title: Outage | JHB | Eastlondon - Vincent - Beaconbay | Degraded Services
Service Type: FTTB/FTTH
Outage ref (solid): FRG1496482
Impact start time: 2021-08-19 10:25
Impact: Degraded

Outage Update
-- Logged to ME team to investigate loss.
 
AfriNatic said:
Hi,

Confirmed outage.

New Outage

Outage title: Outage | JHB | Eastlondon - Vincent - Beaconbay | Degraded Services
Service Type: FTTB/FTTH
Outage ref (solid): FRG1496482
Impact start time: 2021-08-19 10:25
Impact: Degraded

Outage Update
-- Logged to ME team to investigate loss.
Click to expand...
Thanks.
 
mr_norris said:
This is a bit of a long shot because the afrihost and frogfoot status pages don't show much, but is anyone elses frogfoot line dead in the Warner beach / St Winifred's area?
Click to expand...

Hi,

We have been receiving a few reports of issues in that area and are investigating with Frogfoot.

Are you still experiencing issues? Drop me a pm with your email address again so I can have a look for you?
 
AfriNatic said:
Hi,

We have been receiving a few reports of issues in that area and are investigating with Frogfoot.

Are you still experiencing issues? Drop me a pm with your email address again so I can have a look for you?
Click to expand...

I'm in the same area @mr_norris mentioned and my fibre was not working from Saturday night, right through Sunday, and it only started working again this morning.

I contacted somebody that I know from @Frogfoot Fibre this morning and they say that there was no fault logged for the area and that other ISPs were fine?! @AfriNatic are you able to comment on what the problem in my area was?
 
Xiphan said:
I'm in the same area @mr_norris mentioned and my fibre was not working from Saturday night, right through Sunday, and it only started working again this morning.

I contacted somebody that I know from @Frogfoot Fibre this morning and they say that there was no fault logged for the area and that other ISPs were fine?! @AfriNatic are you able to comment on what the problem in my area was?
Click to expand...

Hi,

The outage was not a hard down rather an issue with DHCP traffic stopping along the path somewhere for that area specifically when we noticed a big drop in traffic for that area on the graphs. We have worked with Frogfoot on the issue until around 2am Monday morning where the issue has been identified and fixed. We have requested an RFO so once I have those details I can then share them.
 
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