Afrihost - unclear instructions and customer left to wonder what will happen

[killerbyte]

I will preface this rant with a statement - I am a huge fan of Afrihost. I Have Afrihost mobile for me and some family members, I have used afrihost data accounts on my ADSL line and on my fibre line.
I have been very happy with afrihost for many years.

But I am a little disappointed to say the least.

In early May I applied to have my fibre line moved from Axxess to Afrihost. I received an email on the 17th May which stated the following:

Request a cease order from your current provider.
- Once you receive a B###### number from current ISP please let us know.
- On the effective cancellation date you need to change your fibre login details on your router to the Afrihost login details.
- This will activate your fibre bundle with Afrihost and you can verify on client zone.

I cannot get clarification from anyone on the process. Why is it different to moving your ADSL line?
I am being asked (I also have a friend who applied to move his fibre and he is going through the same experience) to cancel my fibre with Axxess. The instructions above do not tell me if Afrihost will grab the line and I wont experience down time. But every person I speak to I never get an answer to this question. So as a customer I am left worried that I wont have internet access when Axxess cuts my fibre. Note that my fibre data is with Afrihost.

Forgive me for being difficult but since this is a new experience for me I would appreciate it if Afrihost held my hand through the entire thing. Is that too much to ask?

My friend got told this by an Afrihost representative:

These are the steps to transfer a line from Telkom to us : You will have to cancel the data service on the line with the current provider, and request the line to be moved to the Openserve Holding Pool. Once it was moved to the holding pool, of which you will be notified by SMS, you can sign up for a Fibre line on our website, and state the the line is to be transferred. During the time that the line is in the holding pool, it will still be active, but if the transfer process wasn't started (which will happen on sign-up with Afrihost) within 5 days, the Fibre on the line will be suspended

That provides me with a little more information. But now I am left wondering which instructions must I follow. We both signed up with Afrihost because we get a free router, and there is no cost involved with changing line speeds.

Can anyone on the Afrihost team take my hand and guide me through the Forest of Fibre migration?

 

[f2wohf]

I filled their fibre online order form twice, verified my ID, and then learn that my orders didn't go through after countless emails with the support service.

I gave up there, I used to have Afrihost 3 years ago and was very happy but it seems times have changed.

 

[LukeKroon]

I had the same experience with AH and their fibre department. When I ordered I ended up with two B-*** numbers, one telkom gave me and one AH gave me. I got this issue sorted out after multiple calls and live chats. In the end I got a call from a lady that knew exactly what to do and sorted it out within minutes. Feels like they dont have the proper training for the Fibre lines...

 

[killerbyte]

Really???

No response from anyone at Afrihost!

I just want some help... is that too much to ask?

 

[ProfA]

Really???

No response from anyone at Afrihost!

I just want some help... is that too much to ask?

Serious question. You see how you are being treated now. Why not see this as a blessing and rather take your line elsewhere. Why pursue moving to a **** company? You into S&M?

 

[Venomous]

Serious question. You see how you are being treated now. Why not see this as a blessing and rather take your line elsewhere. Why pursue moving to a **** company? You into S&M?

The company he is moving from is part of the company he wishes to move too.

 

[ProfA]

The company he is moving from is part of the company he wishes to move too.

Exactly. Why not move somewhere else.

 

[LazyLion]

If you're interested you can read more of my story here...
https://mybroadband.co.za/vb/showth...r-me-because-my-driveway-is-on-the-wrong-side

I had to make some phone calls to Telkom to find out why Openserve were not responding, but I finally got the problem resolved.

 

[killerbyte]

If you're interested you can read more of my story here...
https://mybroadband.co.za/vb/showth...r-me-because-my-driveway-is-on-the-wrong-side

I had to make some phone calls to Telkom to find out why Openserve were not responding, but I finally got the problem resolved.

Doesnt really apply to my issues LazyLion, but I am glad you got your fibre line. Fibre is heaven.

 

[LazyLion]

Doesnt really apply to my issues LazyLion, but I am glad you got your fibre line. Fibre is heaven.

Well, it did back when I was also waiting for Afrihost. They could have told me that Openserve had an issue with my order. But I cancelled my order with Afrihost and went with someone a bit more proactive.

 

[AfriGenie]

I will preface this rant with a statement - I am a huge fan of Afrihost. I Have Afrihost mobile for me and some family members, I have used afrihost data accounts on my ADSL line and on my fibre line.
I have been very happy with afrihost for many years.

But I am a little disappointed to say the least.

In early May I applied to have my fibre line moved from Axxess to Afrihost. I received an email on the 17th May which stated the following:



I cannot get clarification from anyone on the process. Why is it different to moving your ADSL line?
I am being asked (I also have a friend who applied to move his fibre and he is going through the same experience) to cancel my fibre with Axxess. The instructions above do not tell me if Afrihost will grab the line and I wont experience down time. But every person I speak to I never get an answer to this question. So as a customer I am left worried that I wont have internet access when Axxess cuts my fibre. Note that my fibre data is with Afrihost.

Forgive me for being difficult but since this is a new experience for me I would appreciate it if Afrihost held my hand through the entire thing. Is that too much to ask?

My friend got told this by an Afrihost representative:



That provides me with a little more information. But now I am left wondering which instructions must I follow. We both signed up with Afrihost because we get a free router, and there is no cost involved with changing line speeds.

Can anyone on the Afrihost team take my hand and guide me through the Forest of Fibre migration?

Migrations can be pretty tricky as each Fibre provider has there own separate way to handling migrations. Some involved cancelling the Fibre line outright then just reactivating it with the new service provider.

Can you please PM me your details and I'll follow-up with our Team to make sure that we get the migration done as quickly as possible for you.

 

[killerbyte]

There is now a happy end to this story. The Openserve technician is at my house now reconfiguring the ONT.

Here is a short guide on how to move your Openserve fibre line to another provider.
1. Cancel your fibre line with your current provider (they require 1 calendar months notice).
2. Place order with new provider (make sure they know its a migration).
3. Wait and pray (if you believe in such silly nonsense).

You should get an email from Afrihost once Openserve picks up the order then a week later you get a phone call from the technician.

In other news I ordered Openserve fibre through Afrihost for my Uncle. 3 Weeks later and he is rocking 100Mbps with a 200GB cap and a free router. He is happy with the quality of the installation that Openserve did. So its looking like 2 wins this side for me.