Afrihost/Vuma failed restoration

[Wwtd]

Account: A14409295
Afrihost/Vuma ticket: 01530393
Afrihost support ticket: SBR-129-61341
Vuma complaint: 36667
Address: Belhar, Cape Town
Service down since: 11 August 2026 at 15:30

My Vuma Reach line has been completely down for over 38 hours.

The original area incident, INC-000033398, was marked “Restored: Monitoring.” My immediate neighbours were restored, but my ONT PON light remained continuously flashing.

Vuma’s address checker now explicitly reports “No outage in your area” for my address. Despite this, my physical optical service remains completely down.

Afrihost updated ticket 01530393 at 15:20 on 12 August stating that the outage was resolved but my individual line remained down. Afrihost later claimed the ticket was escalated, but no Vumatel acknowledgement, technician assignment, attendance window, restoration ETA, escalation owner or follow-up deadline has been provided. Afrihost then stopped replying overnight.

This is not a new fault and it is not a logical or area outage. It is a continuous failed physical restoration dating from 11 August at 15:30.

I require:

1. Confirmation whether my ONT is registered on the Vuma OLT.
2. Its optical receive level.
3. Immediate address-level technician dispatch.
4. Confirmation that the original outage timestamp remains 11 August at 15:30.
5. A named Afrihost escalation owner and next update time.

@AfriNatic @Afrigirl @AfriGuy @Afrihost-Gian — please escalate this beyond first-line support urgently.

 

[Afrigirl]

Account: A14409295
Afrihost/Vuma ticket: 01530393
Afrihost support ticket: SBR-129-61341
Vuma complaint: 36667
Address: Belhar, Cape Town
Service down since: 11 August 2026 at 15:30

My Vuma Reach line has been completely down for over 38 hours.

The original area incident, INC-000033398, was marked “Restored: Monitoring.” My immediate neighbours were restored, but my ONT PON light remained continuously flashing.

Vuma’s address checker now explicitly reports “No outage in your area” for my address. Despite this, my physical optical service remains completely down.

Afrihost updated ticket 01530393 at 15:20 on 12 August stating that the outage was resolved but my individual line remained down. Afrihost later claimed the ticket was escalated, but no Vumatel acknowledgement, technician assignment, attendance window, restoration ETA, escalation owner or follow-up deadline has been provided. Afrihost then stopped replying overnight.

This is not a new fault and it is not a logical or area outage. It is a continuous failed physical restoration dating from 11 August at 15:30.

I require:

1. Confirmation whether my ONT is registered on the Vuma OLT.
2. Its optical receive level.
3. Immediate address-level technician dispatch.
4. Confirmation that the original outage timestamp remains 11 August at 15:30.
5. A named Afrihost escalation owner and next update time.

@AfriNatic @Afrigirl @AfriGuy @Afrihost-Gian — please escalate this beyond first-line support urgently.

Hi,

I apologise for the continued outage and the delay in getting your service restored.

We have escalated your case to our Service Manager for further assistance and to see if the Vuma ticket can be expedited.

We have also reiterated to Vuma that, although the area outage has been resolved, your individual service has remained down since 11 August at approximately 15:30 and may require a technician to investigate a possible physical fault.

We understand the frustration this has caused and apologise for the inconvenience. We will continue following up with Vuma and provide further feedback as soon as we receive it.

 

[Wwtd]

Hi,

I apologise for the continued outage and the delay in getting your service restored.

We have escalated your case to our Service Manager for further assistance and to see if the Vuma ticket can be expedited.

We have also reiterated to Vuma that, although the area outage has been resolved, your individual service has remained down since 11 August at approximately 15:30 and may require a technician to investigate a possible physical fault.

We understand the frustration this has caused and apologise for the inconvenience. We will continue following up with Vuma and provide further feedback as soon as we receive it.

Thank you. The correct address-specific ticket, 01553706, has now been acknowledged by Vuma. My ONT remains powered on, the PON light is still flashing, and the service remains completely unavailable. Please confirm when Vuma assigns a technician and provide the attendance window. For avoidance of doubt, my continuous downtime remains recorded from 11 August 2026 at 15:30 and does not begin with today’s new ticket.

 

[Afrigirl]

Thank you. The correct address-specific ticket, 01553706, has now been acknowledged by Vuma. My ONT remains powered on, the PON light is still flashing, and the service remains completely unavailable. Please confirm when Vuma assigns a technician and provide the attendance window. For avoidance of doubt, my continuous downtime remains recorded from 11 August 2026 at 15:30 and does not begin with today’s new ticket.

Please note that Vuma has escalated this for remote attention to see if it can resolve the current issue.

 

[Wwtd]

There the connection is now restored but im still awaiting feedback as to what how and when ...and if its going to last.