Afrihost Support Missing in Action

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mibman

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Still waiting for a response from Afrihost support from Friday 4, December. Ref [#WEC-589-21464] .
they ask for info which you provide and then do nothing with it.
Pure Internet Joy has become Pure Internet Hell. How does an ISP go from one of the best to one of the worst. Still waiting more than 2 hours for a callback. Any recommendations for good web hosting site and ISP for Octotel Fibre ?CPanel_Error.PNG
 
Our Fibre has been 100% with them, but it looks like your issue is a hosting one, correct?
 
Yes, Hosting Issue this time. I had a Fibre Speed issue before that took weeks to fix without them knowing what was wrong or how it was fixed.
 
mibman said:
Still waiting for a response from Afrihost support from Friday 4, December. Ref [#WEC-589-21464] .
they ask for info which you provide and then do nothing with it.
Pure Internet Joy has become Pure Internet Hell. How does an ISP go from one of the best to one of the worst. Still waiting more than 2 hours for a callback. Any recommendations for good web hosting site and ISP for Octotel Fibre ?View attachment 599292
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I have taken a look at your ticket reference: WEC-589-21464

I can see that your first email was send at 04 January 2019 08:57 AM and the you were answered at 09:07 AM.

You responded to our Hosting Team on 07 January 2019 09:13 AM and they responded to that email at 09:54 AM. From what I can see the Hosting Team responded to you really quickly.

I can see a call back was logged at 2019-01-07 09:14 and there you were called at 09:41 AM.

From what I can see on my side, you were assisted quite fast.

Are you still having an issue on our side? As I am more than willing to help you.
 
That is not true. I sent a reply to email from Amal R at 10:55 on 4 January in answer to his email 09:07 on 4 January. I do not consider THREE days later after repeated tweets to be quite fast. He also denied that there was a problem. The problem was confirmed once a competent person had looked at or investigated the issue as described by my reply of 10:55 on 4 January.

Yes, the problem has still not been fixed, but I have received a temporary work-around. The problem seems to have been created by a Hosting update performed by Afrihost. Surely updates should not be carried out without sufficient testing and appropriate support staff who are able to back out changes if found to cause problems.

This is also not the first time where the ball has been dropped after an issue has been reported. Some issues seem to require repeated Phone Calls, Whatsapps, emails and Tweets before any urgency is attached to fixing the problem.
 
mibman said:
That is not true. I sent a reply to email from Amal R at 10:55 on 4 January in answer to his email 09:07 on 4 January. I do not consider THREE days later after repeated tweets to be quite fast. He also denied that there was a problem. The problem was confirmed once a competent person had looked at or investigated the issue as described by my reply of 10:55 on 4 January.
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I was simply relaying the information that was displaying on our side. I am sorry that you felt like we were not helping you and that is the most important point here.

mibman said:
Yes, the problem has still not been fixed, but I have received a temporary work-around. The problem seems to have been created by a Hosting update performed by Afrihost. Surely updates should not be carried out without sufficient testing and appropriate support staff who are able to back out changes if found to cause problems.
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When it comes to some updates it can be really complicated. As on some servers there will be issues and on some there won't be. Not all problems can be foreseen and this is something we really do apologize for. I know how annoying this can be and I promise you we are always doing our best to make sure our clients don't suffer with issues that can be avoided.

mibman said:
This is also not the first time where the ball has been dropped after an issue has been reported. Some issues seem to require repeated Phone Calls, Whatsapps, emails and Tweets before any urgency is attached to fixing the problem.
Click to expand...

You really shouldn't have to do that. If this happens again, please PM me and I will put you in contact with a support person that will be able to help you the first time.
 
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