Afrihost - Pure Fibre Feedback Thread

Status
Not open for further replies.
justin6282 said:
Good day @AfriNatic @AfriFella @AfriGuy please can I ask that someone look into the mails I have sent with regards to a credit on my account. I am still waiting for a reply. However it seems nobody is bothered to answer. Internet issues still persist and I believe @Frogfoot Fibre is investigating the matter.
Click to expand...
I have spoken with the Accounts department. Any credits due will be allocated once the issue has been completely resolved and Fibre Ops gives them the green light.
 
Thanks, can you shed light as too why we don't get anyone replying to our mails. What's going on at Afrihost?
 
justin6282 said:
Thanks, can you shed light as too why we don't get anyone replying to our mails. What's going on at Afrihost?
Click to expand...
If a client sends a follow up email before our agents reach the initial email, the ticket moves to the back of the queue again based on the latest email received.
 
So, okay let's test that theory / policy. I ha sent a mail in the beginning when all this started and never received a reply.... two weeks on and I sent another email. Can post it here just to prove that this theory / policy - explanation given makes no sense
 
justin6282 said:
So, okay let's test that theory / policy. I ha sent a mail in the beginning when all this started and never received a reply.... two weeks on and I sent another email. Can post it here just to prove that this theory / policy - explanation given makes no sense
Click to expand...
I see you have 3 tickets with the same query regarding a credit/refund. The one I see we've been corresponding with you on is XIK-176-78437
 
Last edited:
AfriGuy said:
I see you have 3 tickets with the same query regarding a credit/refund. The once I see we've been corresponding with you on is XIK-176-78437
Click to expand...
This is Afrihost that creates different tickets. Has nothing to do with me. I replied to the ticket that they eventually after weeks of responding. I don't mind sharing my correspondence or should I say non correspondence from Afrihost.
 
So my email is to Afrihost and this is my reply as per the attachments. The team is lost very lost
 

Attachments

  • Screenshot_20220317-150221_Gmail.jpg
    Screenshot_20220317-150221_Gmail.jpg
    82.1 KB · Views: 37
  • Screenshot_20220317-150156_Gmail.jpg
    Screenshot_20220317-150156_Gmail.jpg
    133.6 KB · Views: 37
AfriGuy said:
Hey @Jeronkey, I see you have been in communication with the Social Media Team and provided the necessary tests. I've asked them to proceed with logging a fault.
Click to expand...

Hey @AfriGuy

Firstly, thank you so much for giving them the go ahead. I appreciate that and the support.

I am rather upset at the moment, however. I received a message from the Social Media Team on Twitter that read as follows:

"Thank for sending the requested information. I had a look and see that Vuma has closed your fault as they found no issue on the line. I am also seeing that you have had a solid connection for four days so they line doesn't appear to be the problem at this stage. We need to troubleshoot to rule out your hardware. Can I get a consultant to go give you a call for that?"

As per my original tweet: "I've done and submitted every conceivable test to your team", and as per my first DM, "The issue is simply that I've been in a loop of being asked for test results for around a month now"

I've been patiently contacting anyone that I can think of. I've contacted WhatsApp support. I've emailed [email protected]. I've phoned the call center, and as far as tests go...

• I have tested the connection while connected directly to the Fibre ONT. There was packet loss.
• I have pinged the default gateway via the ONT for three hours. There was packet loss.
• I have tested three different routers and currently use the Huawei AX3 that was provided.
• I have tested different ethernet cables.
• I have run traceroutes, pingplotter, extended pings. All indicate packet loss.
• I have tested several different devices. Two laptops. My desktop. My cellphone. Packet loss persists.

I started requesting a technician is dispatched because I can't test the Fibre ONT any further than I have. I don't have a spare one, and even if I did, I'm not comfortable with rewiring all that. I've even stated repeatedly that I would be willing to pay for the technician to come if needed, and then... to get a message like this... ? It feels like I'm am simply not being heard at all.

I am happy for a consultant to call if this would somehow resolve the issue or assist in resolving the issue, but it isn't the first time I'm being told this. I was told via email on the 3rd of March...

"Can you kindly confirm when would it be a a convenient time that I can contact you during 8am to 5pm Mon-Fri to assist with remote testing as we can pick up that ticket ... has been marked as Disputed: Closed (T2)"

The consultant did phone me that week, and after I explained what sort of tests I had done - he said there was nothing more to test. He would escalate the issue with the team and see what can be done. The issue persists.

Please... is there anything that can be done?
 
Last edited:
Jeronkey said:
Hey @AfriGuy

Firstly, thank you so much for giving them the go ahead. I appreciate that and the support.

I am rather upset at the moment, however. I received a message from the Social Media Team on Twitter that read as follows:

"Thank for sending the requested information. I had a look and see that Vuma has closed your fault as they found no issue on the line. I am also seeing that you have had a solid connection for four days so they line doesn't appear to be the problem at this stage. We need to troubleshoot to rule out your hardware. Can I get a consultant to go give you a call for that?"

As per my original tweet: "I've done and submitted every conceivable test to your team", and as per my first DM, "The issue is simply that I've been in a loop of being asked for test results for around a month now"

I've been patiently contacting anyone that I can think of. I've contacted WhatsApp support. I've emailed [email protected]. I've phoned the call center, and as far as tests go...

• I have tested the connection while connected directly to the Fibre ONT. There was packet loss.
• I have pinged the default gateway via the ONT for three hours. There was packet loss.
• I have tested three different routers and currently use the Huawei AX3 that was provided.
• I have tested different ethernet cables.
• I have run traceroutes, pingplotter, extended pings. All indicate packet loss.
• I have tested several different devices. Two laptops. My desktop. My cellphone. Packet loss persists.

I started requesting a technician is dispatched because I can't test the Fibre ONT any further than I have. I don't have a spare one, and even if I did, I'm not comfortable with rewiring all that. I've even stated repeatedly that I would be willing to pay for the technician to come if needed, and then... to get a message like this... ? It feels like I'm am simply not being heard at all.

I am happy for a consultant to call if this would somehow resolve the issue or assist in resolving the issue, but it isn't the first time I'm being told this. I was told via email on the 3rd of March...

"Can you kindly confirm when would it be a a convenient time that I can contact you during 8am to 5pm Mon-Fri to assist with remote testing as we can pick up that ticket ... has been marked as Disputed: Closed (T2)"

The consultant did phone me that week, and after I explained what sort of tests I had done - he said there was nothing more to test. He would escalate the issue with the team and see what can be done. The issue persists.

Please... is there anything that can be done?
Click to expand...
@Jeronkey I'm going to check with Fibre Ops for more assistance with your case and give feedback as soon as possible.
 
AfriNatic said:
Can you capture the ip from a video that is buffering for you and do a trace route to it?

Our Durban cache is pumping the traffic. Not seeing issues with it.
Click to expand...
Still having YouTube issues and slow international website loading. Some YouTube and website IP's for you:

172.217.170.110
169.1.3.141
74.125.100.71
104.17.212.81
217.26.54.11

The slow websites are a major issue while working on websites. Sorry to disturb your leave but hopefully @AfriGuy can assist in the meantime.
 
KillerOnDrugX said:
Still having YouTube issues and slow international website loading. Some YouTube and website IP's for you:

172.217.170.110
169.1.3.141
74.125.100.71
104.17.212.81
217.26.54.11

The slow websites are a major issue while working on websites. Sorry to disturb your leave but hopefully @AfriGuy can assist in the meantime.
Click to expand...
Im having the IP's checked as well. However we've note received updates regarding the Youtube matter as of yet.
 
KillerOnDrugX said:
Still having YouTube issues and slow international website loading. Some YouTube and website IP's for you:

172.217.170.110
169.1.3.141
74.125.100.71
104.17.212.81
217.26.54.11

The slow websites are a major issue while working on websites. Sorry to disturb your leave but hopefully @AfriGuy can assist in the meantime.
Click to expand...
I've given up complaining, i just use warp, but to confirm what you're saying YT still sucks.
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X