Fiber Instalation Problems

P

PJS

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I ordered a Fiber installation about 4 weeks ago. Was impressed when the wireless modem was delivered 3 days later!

Even more so when the line was installed that Saturday and the ONT. Thats when things started going wrong. Red light on LOS. Installer said “there is no power on the fiber”. Took the ONT and left. Reported it.

Week later he came again and installed the ONT device but LOS still red. He told me that Telkom/ Openserve had to connect me at the exhange. Another week went by.

Phoned Afrihost who logged a fault. Next day was phoned by Openserve saying that its not a maintenance issue and closed the fault.

Another week went past. Phoned Afrihost again. They again escalated the issue. Was again phoned by someone from Openserve and told that this is not a maintenace issue but a new installation issue as the fiber is not activated!

Phoned the origenal installer trying to get someone to help me resolve it and he told me that the issue is that there is no live fiber on the slim box.

Any suggestions on how I can resolve this?

Will be very appreciative...
 
Last edited:
PJS said:
I ordered a Fiber installation about 4 weeks ago. Was impressed when the wireless modem was delivered 3 days later!

Even more so when the line was installed that Saturday and the ONT. Thats when things started going wrong. Red light on LOS. Installer said “there is no power on the fiber”. Took the ONT and left. Reported it.

Week later he came again and installed the ONT device but LOS still red. He told me that Telkom/ Openserve had to connect me at the exhange. Another week went by.

Phoned Afrihost who logged a fault. Next day was phoned by Openserve saying that its not a maintenance issue and closed the fault.

Another week went past. Phoned Afrihost again. They again escalated the issue. Was again phoned by someone from Openserve and told that this is not a maintenace issue but a new installation issue as the fiber is not activated!

Phoned the origenal installer trying to get someone to help me resolve it and he told me that the issue is that there is no live fiber on the slim box.

Any suggestions on how I can resolve this?

Will be very appreciative...
Click to expand...

This is pretty strange. It sounds like there is a technical issue somewhere and we'll need to have a tech trace the signal back to the exchange.

Drop me a PM and we'll get this resolved for you :(
 
S
AfriMan said:
This is pretty strange. It sounds like there is a technical issue somewhere and we'll need to have a tech trace the signal back to the exchange.

Drop me a PM and we'll get this resolved for you :(
Click to expand...

I PM the order number will that help?
 
AfriMan said:
Thanks :)
Click to expand...

Received this SMS update:

Hi There, Your order is still with the installations team, we're unable to determine the ETA at the moment. It has been tasked to the cabling. Kind Regards Fibre Ops Team.

Well I know the ETA is not within 2 weeks....

But more concerning is that this was exactly the sms I got before the Openserve one saying that this is not a maintenance issue. It's like this is a loop that I am finding myself in. The only difference is that I cant get the outcome changed!!

AfriMan were you able to shed any light on this?
 
PJS said:
Received this SMS update:

Hi There, Your order is still with the installations team, we're unable to determine the ETA at the moment. It has been tasked to the cabling. Kind Regards Fibre Ops Team.

Well I know the ETA is not within 2 weeks....

But more concerning is that this was exactly the sms I got before the Openserve one saying that this is not a maintenance issue. It's like this is a loop that I am finding myself in. The only difference is that I cant get the outcome changed!!

AfriMan were you able to shed any light on this?
Click to expand...

I only just got your PM (was at a meeting all morning) so this wasn't triggered by my escalation. You should still be getting more feedback soon.
 
AfriMan said:
I only just got your PM (was at a meeting all morning) so this wasn't triggered by my escalation. You should still be getting more feedback soon.
Click to expand...

No update received and still no resolution....
 
Still the same status. No update received from either Afrihost or Openserve.
 
PJS said:
Great suggestion, however, hoping that I can resolve this more virtually as I am currently in Uganda.......
Click to expand...

We're definitely committed to resolving this for you - I don't think being here physically will give you a different result.

I'll chat directly with our Fibre Support Manager and see what the hold up is regarding feedback.
 
AfriMan said:
We're definitely committed to resolving this for you - I don't think being here physically will give you a different result.

I'll chat directly with our Fibre Support Manager and see what the hold up is regarding feedback.
Click to expand...

Thanks for escalating it to the Pod Leader, however, I am still in the same boat - LOS flashing red.... and no closer to getting an answer from anyone on an ETA to fix this. I am now contemplating the advice of driving to Afrihost, however, that would be to drop the router I got and to cancel the order request.

Had ADSL with Afrihost for many years and had no issues, even when it was "down". Was normally resolved same day.


Maybe Afrihost is just not into Fiber.....or for that matter me :-)


PJS
 
AfriMan said:
We're definitely committed to resolving this for you - I don't think being here physically will give you a different result.

I'll chat directly with our Fibre Support Manager and see what the hold up is regarding feedback.
Click to expand...

Thanks for escalating it to the Pod Leader, however, I am still in the same boat - LOS flashing red.... and no closer to getting an answer from anyone on an ETA to fix this. I am now contemplating the advice of driving to Afrihost, however, that would be to drop the router I got and to cancel the order request.

Had ADSL with Afrihost for many years and had no issues, even when it was "down". Was normally resolved same day.


Maybe Afrihost is just not into Fiber.....or for that matter me :-)


PJS
 
PJS said:
Thanks for escalating it to the Pod Leader, however, I am still in the same boat - LOS flashing red.... and no closer to getting an answer from anyone on an ETA to fix this. I am now contemplating the advice of driving to Afrihost, however, that would be to drop the router I got and to cancel the order request.

Had ADSL with Afrihost for many years and had no issues, even when it was "down". Was normally resolved same day.


Maybe Afrihost is just not into Fiber.....or for that matter me :-)


PJS
Click to expand...

We definitely want to resolve this for you - the fibre support leader is definitely doing her best to get all the info she needs to do that. Have you updated her with the latest status?
 
AfriMan said:
We definitely want to resolve this for you - the fibre support leader is definitely doing her best to get all the info she needs to do that. Have you updated her with the latest status?
Click to expand...

What latest status?
 
AfriMan said:
I think it's best to reply on her last mail to you just to check if there are updates from her side.
Click to expand...

We had a conversation today, thanks. No update and no mention of the need to replace cables.
 
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