Disappearing Fibre Order

R

racer

Senior Member
Joined
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Location
Cape Town, ZA
Hi

Could one of the Afri-people please follow up on Ticket: IBK-590-32312
Its a fibre order that seems to have disappeared from Clientzone...

tks...
 
mercurial said:
[MENTION=192591]AfriMan[/MENTION] [MENTION=323060]AfriGenie[/MENTION]
Click to expand...

they haven't been online for days, AfriFella seems to have been online early this morning, but not replying to anything... Bye Bye Afrihost from me and 20 odd clients who will be moving along with me...
 
racer said:
Hi

Could one of the Afri-people please follow up on Ticket: IBK-590-32312
Its a fibre order that seems to have disappeared from Clientzone...

tks...
Click to expand...

Hi,

I'm really sorry about that, our Team should definitely have updated you on the status of your order.

It looks like your Fibre falls under Fibre to the Business and not Fibre to the Home. :( Octotel isn't able to fulfill this Fibre order for you.
 
AfriGenie said:
Hi,

I'm really sorry about that, our Team should definitely have updated you on the status of your order.

It looks like your Fibre falls under Fibre to the Business and not Fibre to the Home. :( Octotel isn't able to fulfill this Fibre order for you.
Click to expand...

Octotel have already been to install the line! Its ready and waiting ....
So we placed the order with Afrihost, the order must have been passed along to Octotel, as they called to arrange the installation.. and now the order has just disappeared from Clientzone? As stated above, Octotel have been to install.. so what now?
 
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racer said:
Octotel have already been to install the line! Its ready and waiting ....
So we placed the order with Afrihost, the order must have been passed along to Octotel, as they called to arrange the installation.. and now the order has just disappeared from Clientzone? As stated above, Octotel have been to install.. so what now?
Click to expand...

We'll have to check if Octotel have made the connection live on their side. If that's the case, we should be able to get you up and running quickly.

I've asked our fibre support team to confirm and contact you ASAP.
 
Still waiting, you have until the end of today else we'll go elsewhere, this is getting ridiculous now.
 
racer said:
Still waiting, you have until the end of today else we'll go elsewhere, this is getting ridiculous now.
Click to expand...

I see that our fibre team did reply on the ticket you provided but there had been no response.

Please can you respond to that mail so we can assist you :(
 
Jesus wept.. The reply from the fibre team was the same nonsense about Octotel not being able to install at the premises. Didn't you at least tell them that Octotel have already installed? I have no inclination to go around in circles on this ticket.

All we ask is that the order be re-instated and the service be made active. I will however respond to the ticket in a minute and its not going to be nice.
 
racer said:
Jesus wept.. The reply from the fibre team was the same nonsense about Octotel not being able to install at the premises. Didn't you at least tell them that Octotel have already installed? I have no inclination to go around in circles on this ticket.

All we ask is that the order be re-instated and the service be made active. I will however respond to the ticket in a minute and its not going to be nice.
Click to expand...

I don't think being unpleasant is ever a solution, racer. We work on the information provided, and clearly that is the status the provider is giving us. Let's work together and find a solution.
 
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The solution was to cancel the order with Afrihost, now we need a cancellation order so that Octotel can transfer the line to the new ISP. Needless to say, we've been trying to get Afrihost to complete said cancellation for a week now! Tickets get ignored, whatsapp person says "please give me a moment to check this out for you" and then disappears, etc, etc...
 
racer said:
The solution was to cancel the order with Afrihost, now we need a cancellation order so that Octotel can transfer the line to the new ISP. Needless to say, we've been trying to get Afrihost to complete said cancellation for a week now! Tickets get ignored, whatsapp person says "please give me a moment to check this out for you" and then disappears, etc, etc...
Click to expand...

We definitely don't want to make it difficult for you to move away if you've made your choice :(

Please send me the ticket reference and I'll ask the relevant person to action on our side :(
 
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