Fibre activation delay - 3 week delay still @AfriNatic

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chief99

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Good day AfriNatic

I requested fibre in my complex unit on 9 November 2022 via Afrihost website. My complex is under VUMA, and my unit has an ONT already that was probably used by the previous tenants.

13 November 2022- "This location has a running service with another ISP. You may not manage this service." Update from Afrihost via email, I needed to call back to escalate and resolve, no call back from Afrihost.
18 November 2022 - send through ID copy, proof that I am the new tenant etc to Afrihost (#KHM-154-78227)
24 November 2022 - I call back to ask progress, afrihost states VUMA rejected the 'circuit release', they don't understand why and escalated.
29 November 2022- order placed, says my fibre line is active
30 November 2022- collected my router from Afrihost Rivonia, plug it up, no internet connection, call the support at Afrihost, can't resolve and they escalate to VUMA (ISP-983473). Still awaiting VUMA support

My Raycore ONT power light is flashing, and the LAN 1 is on, other lights are all off.
This delay is extremely long, and would have been even longer if I did not call afrihost myself multiple times. I understand the limitations as an ISP with regards to the physical lines, but can my case please be escalated seen that it is nearing a month since my order request, and my complex already has VUMA.

Thank you
Irfaan Moolla
 
Hello.

I completely understand your concern and I apologise for the inconvenience caused during this period. The Object number is crossed-patched with another unit, we have asked Vuma to send out maintenance to patch the line correctly. It may take 24 to 72 hours.
chief99 said:
Good day AfriNatic

I requested fibre in my complex unit on 9 November 2022 via Afrihost website. My complex is under VUMA, and my unit has an ONT already that was probably used by the previous tenants.

13 November 2022- "This location has a running service with another ISP. You may not manage this service." Update from Afrihost via email, I needed to call back to escalate and resolve, no call back from Afrihost.
18 November 2022 - send through ID copy, proof that I am the new tenant etc to Afrihost (#KHM-154-78227)
24 November 2022 - I call back to ask progress, afrihost states VUMA rejected the 'circuit release', they don't understand why and escalated.
29 November 2022- order placed, says my fibre line is active
30 November 2022- collected my router from Afrihost Rivonia, plug it up, no internet connection, call the support at Afrihost, can't resolve and they escalate to VUMA (ISP-983473). Still awaiting VUMA support

My Raycore ONT power light is flashing, and the LAN 1 is on, other lights are all off.
This delay is extremely long, and would have been even longer if I did not call afrihost myself multiple times. I understand the limitations as an ISP with regards to the physical lines, but can my case please be escalated seen that it is nearing a month since my order request, and my complex already has VUMA.

Thank you
Irfaan Moolla
Click to expand...
 
Afrigirl said:
Hello.

I completely understand your concern and I apologise for the inconvenience caused during this period. The Object number is crossed-patched with another unit, we have asked Vuma to send out maintenance to patch the line correctly. It may take 24 to 72 hours.
Click to expand...
Hi

Thank you for the update!
Yes, Vuma need to send a technician and check
 
Afrigirl said:
Hello.

I completely understand your concern and I apologise for the inconvenience caused during this period. The Object number is crossed-patched with another unit, we have asked Vuma to send out maintenance to patch the line correctly. It may take 24 to 72 hours.
Click to expand...
I've already been billed for December but the internet isn't working. If it is longer than 72hr I will contact billing for a pro rata refund
 
chief99 said:
I've already been billed for December but the internet isn't working. If it is longer than 72hr I will contact billing for a pro rata refund
Click to expand...
I will escalate this to the Accounts team as soon as Vuma marks the ticket resolved so that we know exactly how many days should the team credit.
 
@Afrigirl

Good day
Vuma came through to my premises this morning, said the line wasn't connected correctly on their side in their server room

They said they fixed it. On the ONT, the power light is on, no longer flashing, THE FX light is now on too, along with Lan1 connected to my router

However after going through the router setup etc, still no Internet access. They said I must follow up with Afrihost.

Called Afrihost now, they said it's a Vuma line issue.

Absolutely terrible experience currently. Considering alternative internet options if this is not resolved soon
 
@Afrigirl

Current ref number

Good day,
Please find ticket reference number below:
ISP-988132
Kind regards,
Afrihost.
 
@Afrigirl

Vuma called to check if the problem was fixed. I explained that there's still no Internet. They said everything hardware wise is fine on their side and that's its an Afrihost issue.

Can technicians from both sides please arrange and come simultaneously to the site and resolve this matter
 
chief99 said:
@Afrigirl

Vuma called to check if the problem was fixed. I explained that there's still no Internet. They said everything hardware wise is fine on their side and that's its an Afrihost issue.

Can technicians from both sides please arrange and come simultaneously to the site and resolve this matter
Click to expand...

Please send me the IP address that you are currently getting in a pm.
 
Hello.

Please kindly locate the cable that runs from the fibre box to the WiFi router, and then unplug it from the WiFi router, and plug it into your Laptop's LAN port. Access the following link to view the allocated Object number for your line. https://shop-original.vumatel.co.za/network-details
 
@Afrigirl @AfriNatic

According to the Afrihost app, my fibre account is showing data usage. Its not my activity since I don't have any internet connection.

There's probably some switch up with fibre lines
 
chief99 said:
@Afrigirl @AfriNatic

According to the Afrihost app, my fibre account is showing data usage. Its not my activity since I don't have any internet connection.

There's probably some switch up with fibre lines
Click to expand...

Hi

So the object number allocated to your unit has been recycled. It's not at a different premise. We need to terminate the service on that object and activate a service on the correct object you have.

Please send us the object number you have as soon as possible so we can activate the service on the correct object.
 
chief99 said:
@Afrigirl @AfriNatic

According to the Afrihost app, my fibre account is showing data usage. Its not my activity since I don't have any internet connection.

There's probably some switch up with fibre lines
Click to expand...
TAI = Typical African Incompetence
Also, paying for a service not provided... you shouldn't do that.
 
AfriNatic said:
Hi

So the object number allocated to your unit has been recycled. It's not at a different premise. We need to terminate the service on that object and activate a service on the correct object you have.

Please send us the object number you have as soon as possible so we can activate the service on the correct object.
Click to expand...
IMG_20221205_191359.jpg
Its not working
Connected Lan cable directly from ONT to Lan port on laptop
 

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