Atrocious service

[Roy_ZA]

Can someone from AH please sort out my line.

I moved to a different house, so I logged a request to have my fibre line moved as well.
The order, and the process was however horrifically botched. This was confirmed by the AH agent i spoke to today.

I keep getting ping ponged between AH and Vumatel.

Ticket no's:
isp-446322
QCE-578-38306
VC-31321-265457

I've forwarded an email from Vuma which indicates that the line is up.

Can I please get this resolved asap.

 

[AfriNatic]

Hi,

I would like to assist.

When should the old line be cancelled and the new one activated?

 

[Roy_ZA]

Asap. You can check the history on your system. I've received an sms confirming that the previous line was cancelled.

 

[AfriNatic]

Asap. You can check the history on your system. I've received an sms confirming that the previous line was cancelled.

Okay I have done the changes for you.

On your new line please visit clientzone.afrihost.com/fibre-activate to map you to the new line.

I have asked account to credit the invoice for the old line as soon as they confirmed the credit I will revert back with feedback.

 

[Roy_ZA]

Okay I have done the changes for you.

On your new line please visit clientzone.afrihost.com/fibre-activate to map you to the new line.

I have asked account to credit the invoice for the old line as soon as they confirmed the credit I will revert back with feedback.

It redirects me to the router's UI, then I get the attached error.

 

[AfriNatic]

It redirects me to the router's UI, then I get the attached error.

I can see an active lease with the D-link mac address linked to it.

Try plugging the laptop or desktop directly in to the the Vuma CPE and try to do the activation like that.

 

[Roy_ZA]

I can see an active lease with the D-link mac address linked to it.

Try plugging the laptop or desktop directly in to the the Vuma CPE and try to do the activation like that.

No connection. See attachment.

 

[AfriNatic]

No connection. See attachment.

Looks like it's mapped correctly now.

Can you restart everything and see if you have internet access now?

 

[Roy_ZA]

Restarted ONT device, and pc. Still no connection. Refer attachment.

 

[Roy_ZA]

Any updates here?

 

[Roy_ZA]

@AfriNatic , just spent another 29 minutes and 45 seconds on a call with your call centre, and there's still no resolution in sight. Lot's of promises to escalate, but nothing is materialising.

What next?

At this point it seems like it might be easier to move to another ISP.

 

[AfriNatic]

@AfriNatic , just spent another 29 minutes and 45 seconds on a call with your call centre, and there's still no resolution in sight. Lot's of promises to escalate, but nothing is materialising.

What next?

At this point it seems like it might be easier to move to another ISP.

Are you still struggling with the line activation? It looks like it's active and there is data flowing.

With regards to the billing accounts assured me that Dev is working on a fix.

 

[Roy_ZA]

Are you still struggling with the line activation? It looks like it's active and there is data flowing.

With regards to the billing accounts assured me that Dev is working on a fix.

My connection is not active on my side. Please check my posts above, and also check the active tickets on my profile.

@AfriNatic

 

[Roy_ZA]

@AfriNatic , definitely no data flow. Refer attachment.

 

[AfriNatic]

@AfriNatic , definitely no data flow. Refer attachment.

Apologies.

The order number seems to be linked to another client and they also happen to have a pending activation.

With regards to your issue the FSAN is active with another ISP.

I have moved the Vuma Work order to provision the ONT for Afrihost but it's failing because another ISP is active on the line.

 

[Roy_ZA]

Apologies.

The order number seems to be linked to another client and they also happen to have a pending activation.

With regards to your issue the FSAN is active with another ISP.

I have moved the Vuma Work order to provision the ONT for Afrihost but it's failing because another ISP is active on the line.

@AfriNatic , Thanks, but what does this mean for me?

When will my connection be active?

 

[Roy_ZA]

@AfriNatic , please confirm which ISP my FSAN is active with.

 

[AfriNatic]

@AfriNatic , Thanks, but what does this mean for me?

When will my connection be active?

I have logged a provisioning ticket.

Once they confirmed which ISP and order is still active we would require a proof of residence from you to request via Vuma to have the other ISP cancel service on the FSAN.

 

[Roy_ZA]

I have logged a provisioning ticket.

Once they confirmed which ISP and order is still active we would require a proof of residence from you to request via Vuma to have the other ISP cancel service on the FSAN.

FFS......I've already provided proof of residence. Please check the tickets against my profile. I feel like we're going in circles.

Rather tell me which ISP is active on my FSAN so I can move to them. I can't deal with this anymore.


@AfriNatic

 

[Roy_ZA]

Ok.....last stab at this. If i don't get a clear response now, then I'm taking my business somewhere else.

@Afrihost-Gian , @AfriFella , @AfriNatic , Can 1 of you please tell me when my line will be activated.