Afrihost Support for Line Rental

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DuidelikeDave

Active Member
Joined
Jun 28, 2010
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Helderberg
My experience with support from Afrihost regarding my faulty line has been really bad. I reported a fault on 22 Feb. A Telkom technician was assigned and the ticket was closed. No problems there.
A Day later the issue ocurred again. I notified Afrihost and again a Telkom fault was logged on the 1st of Feb. After getting no response on the Support Issue tracker in ClientZone, I phoned. The gent who answered said he could see lots of data sessions and that he would phone Telkom and phone me back. I never got any response back. I created another Support Ticket in ClientZone. No response. At least I got some response on the Uncapped ADSL Forum. Even if the response is still just that Telkom has been notified. Now for the few Rand I'm saving on the bundled line option, is there any advantage in having my line rental with Afrihost rather than just dealing with Telkom directly?
 
DuidelikeDave said:
My experience with support from Afrihost regarding my faulty line has been really bad. I reported a fault on 22 Feb. A Telkom technician was assigned and the ticket was closed. No problems there.
A Day later the issue ocurred again. I notified Afrihost and again a Telkom fault was logged on the 1st of Feb. After getting no response on the Support Issue tracker in ClientZone, I phoned. The gent who answered said he could see lots of data sessions and that he would phone Telkom and phone me back. I never got any response back. I created another Support Ticket in ClientZone. No response. At least I got some response on the Uncapped ADSL Forum. Even if the response is still just that Telkom has been notified. Now for the few Rand I'm saving on the bundled line option, is there any advantage in having my line rental with Afrihost rather than just dealing with Telkom directly?
Click to expand...

I'm sorry you had this poor experience. As you mentioned, the support we offer is generally very good, it seems like one of the team may have not followed through on his promise and I'm really very sorry about that. We can definitely improve on that.

While the savings are definitely an attraction (especially in bundles with data), the real benefit of having your line with us is that we do the admin and you can just relax knowing your issue is being taken care of. In general, we have a team of dedicated lines consultants who follow up on every fault, regrade and signup, making sure that we keep up systems up to date and our clients informed.

Drop me a PM and I'll make sure you get an update on your fault :(
 
DuidelikeDave said:
Fault reference: 160AWK010317
Afrihost reference: AH20170222-341548
Click to expand...

Thanks. :) I can see that Openserve received and acknowledged the escalation at around 16:30PM today. This should be resolved soon. I'll keep an eye on progress from my side.
 
Hi. I had one 16 hour session but now it is dropping sessions again the whole time so my issue is still not resolved.
 
Im still waiting for someone to explain to me what the issue is. All I hear every time is that Telkom will look at it.
 
DuidelikeDave said:
Im still waiting for someone to explain to me what the issue is. All I hear every time is that Telkom will look at it.
Click to expand...

We don't always get a comprehensive fault report as Telkom's systems are proprietary, so they may not want to share all the details. But we can definitely keep on them for you to get the line resolved.

Have you updated our team with this info?
 
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