Ok cool - will get that in motion.
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Afrihost - Pure Fibre Feedback Thread
- Thread starter Fjorko
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- afrihost feedback pure fibre
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Ok cool - will get that in motion.
GlassMirror
Expert Member
Hi @AfriMan it's a totally new email address I created specifically to order a line, but I'll send you a PMSounds like you may have had an old product linked to that email address.
Can you send me your ClientZone username over PM? I'll get this sorted out for you if I can
hermansteyn
Well-Known Member
It sounds like Telkom cancelled your line completely instead of returning it to the holding pool for transfer. That definitely shouldn't be the process. They should have simply migrated it to the holding pool, and then the new ISP claims the line from the holding pool. When everything goes perfectly that could take a few hours. Generally, a couple of days or so, during which time your line should continue to work.
Happy to check on the progress of this for you - but sounds like the process wasn't followed and we have to make a plan for you
@AfriMan I just spoke to the call center and based on the feedback provided it seems like this is still sitting internally at Afrihost with no engagement with Openserve yet on obtaining a new B number / new order yet? Can you please follow-up and provide feedback via private conversation. This is now day 5 without fibre since my attempted migration.
We need our own sad little pity party. No joy my side either yet, if that helps any...
hermansteyn
Well-Known Member
Agree, I honestly value good service over lower price, so I'm waiting to see how they address my issues raised, if not I'll rather go elsewhere. I know not everyone is not having a bad experience and most migrations go smoothly, but when it goes sideways please put in some extra effort in trying to resolve / update your client.
Agreed. Not to sound like a petulant child, but I’m in discussions to establish whether it’s easier to stick this out, or whether I’d get connected quicker with an alternative ISP.
I’ve spent so much on mobile data and phone calls that cost won’t be a factor for at least 6 months.
GlassMirror
Expert Member
My problems stem from the fact that someone at AH placed an order for a trenched package.
This is in spite of my package (on client zone) clearly showing Vuma aerial.
Granted, there are apparently some technical issues on Vumatel’s side that don’t show the aerial line as being available, but everybody knew this on Tuesday already.
Sadly, even this morning, the order is still for trenched.
I can’t even.
This is in spite of my package (on client zone) clearly showing Vuma aerial.
Granted, there are apparently some technical issues on Vumatel’s side that don’t show the aerial line as being available, but everybody knew this on Tuesday already.
Sadly, even this morning, the order is still for trenched.
I can’t even.
The_Ogre
Honorary Master
Cool - let me check it out and give you feedback.
I did escalate this yesterday to our fibre team. I can check in with them, escalate higher if required
I've asked Gary to get you an urgent update. He should be in touch shortly.
Sorry, just catchin up on my PM's, but will get you some feedback ASAP.
That's not looking great. What troubleshooting steps have you followed so far?
Cool.
I’ve just got a call from the fibre installers though. They want to install fibre at my house, even though I’ve had aerial for the last 2 years.
This means that I am *still* nowhere near to being connected, because my order is still for a new trenched line.
This is an absolute disaster of a migration.
The_Ogre
Honorary Master
Nothing yet. I took the screenshot when my wife asked why the internet is so slow. I only uploaded when I got to the office.
I'll try to do some troubleshooting when I get home, but nothing on my home network has changed. However I did move the router yesterday a meter or so from where it originally was, so maybe the LAN cable between the ONT and router isn't properly connected. That's the only thing I can think of.
naeem.ally
Well-Known Member
- Joined
- Jan 7, 2009
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I think we need a support group dealing with Afrihost and Vuma support staff. Frustration levels are high.
@AfriMan part of that R5000 should pay for a weekend away for the guys that have been messed around.
@AfriMan
I've migrated over to an AH 200Mbs Purefibre package. My line has been in the holding pool from the 3rd September and AH have put a request through to Openserve to pull the line over so I can start getting access to the upgraded line speed. Its been more than 48 hours now and whenever I call the call center they keep saying its in progress and the latest I've been told is to call back and check again on Monday.
Please can you help because I don't think it should be taking this long for you guys to grab the line from the holding pool?? I've already inputted the credentials into the router and I'm using the AH data from the package I signed up for, just not getting the speeds I signed up for.
I've migrated over to an AH 200Mbs Purefibre package. My line has been in the holding pool from the 3rd September and AH have put a request through to Openserve to pull the line over so I can start getting access to the upgraded line speed. Its been more than 48 hours now and whenever I call the call center they keep saying its in progress and the latest I've been told is to call back and check again on Monday.
Please can you help because I don't think it should be taking this long for you guys to grab the line from the holding pool?? I've already inputted the credentials into the router and I'm using the AH data from the package I signed up for, just not getting the speeds I signed up for.
Eish, I was in the exact same position. Hope you get it sorted out soon. I was offline for 5 days.
windowlickers_rsa
Member
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- Sep 6, 2019
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@AfriMan
I've been struggling with a billing issue all week, please help
mybroadband.co.za
I've been struggling with a billing issue all week, please help
Afrihost - customer support woes
Hello Internet + Afrihost While most of you likely wont care about my story, I figured I'd share it anyway on the off-chance that somebody within Afrihost management may sit up and take note as this is almost definitely not the sort of customer experience you are striving for. Today marks the...
mybroadband.co.za
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