Fibre order pending 3 weeks

[Reptuce]

Good day all,

Hope someone can assist me to get this sorted.
@AfriFella @AfriGuy @AfriNatic (Sorry to call you guys out directly, but I am beyond angry and I hope we can get this resolved quickly this way)

TL;DR: I've been waiting for 3 weeks now to get a fibre order actioned, and every time I get a different story.

I pre-ordered my fibre around March 28th, Openserve concluded the rollout in my area on April 6th, received the Fibre interest confirmation email on April 17th.

Since 19 April, I've been calling about every 2 days to get any form of progress report, but every time I call, the "registration portal" the agents use to book installations, is unavailable.
I've spoken to +- 8 people now and every time they promise to call me back or send me an email update.

Needless to say, I have asked to speak to the SM's (service managers) but every time I am told that they are unavailable.

This week, (Wednesday) I was told that there was never even an order placed (even though I had a pre-order), not even to mention any "escalations". The agent told me that he is still unable to schedule, but will send an email to Openserve, the SM on duty, and escalate internally. He also advised that I email the SM directly to get a response quickly. (Still waiting)

Yesterday, I spoke to someone who told me that she sees the order was placed yesterday, and that there was no update from Openserve or the SM/escalation. When I phoned today, I got through to the same person, who now told me the order was placed on the 30th.

I've been with Afrihost for 6 years without a single issue, so this is absolutely absurd to me.
I have worked as 1st-line support in telecoms, so I absolutely understand the amount of stress that these people go through and I am not unsympathetic to it, but what I am experiencing is not even incompetence, It's beyond understanding why service agents flagrantly lie to customers!

The lack of people to contact regarding this horrible service is also appalling. How the hell are people supposed to give feedback or get their problems solved, if their only contacts are the same people who don't even know what day of the week it is?

Thanks in advance for your assistance

 

[AfriNatic]

Good day all,

Hope someone can assist me to get this sorted.
@AfriFella @AfriGuy @AfriNatic (Sorry to call you guys out directly, but I am beyond angry and I hope we can get this resolved quickly this way)

TL;DR: I've been waiting for 3 weeks now to get a fibre order actioned, and every time I get a different story.

I pre-ordered my fibre around March 28th, Openserve concluded the rollout in my area on April 6th, received the Fibre interest confirmation email on April 17th.

Since 19 April, I've been calling about every 2 days to get any form of progress report, but every time I call, the "registration portal" the agents use to book installations, is unavailable.
I've spoken to +- 8 people now and every time they promise to call me back or send me an email update.

Needless to say, I have asked to speak to the SM's (service managers) but every time I am told that they are unavailable.

This week, (Wednesday) I was told that there was never even an order placed (even though I had a pre-order), not even to mention any "escalations". The agent told me that he is still unable to schedule, but will send an email to Openserve, the SM on duty, and escalate internally. He also advised that I email the SM directly to get a response quickly. (Still waiting)

Yesterday, I spoke to someone who told me that she sees the order was placed yesterday, and that there was no update from Openserve or the SM/escalation. When I phoned today, I got through to the same person, who now told me the order was placed on the 30th.

I've been with Afrihost for 6 years without a single issue, so this is absolutely absurd to me.
I have worked as 1st-line support in telecoms, so I absolutely understand the amount of stress that these people go through and I am not unsympathetic to it, but what I am experiencing is not even incompetence, It's beyond understanding why service agents flagrantly lie to customers!

The lack of people to contact regarding this horrible service is also appalling. How the hell are people supposed to give feedback or get their problems solved, if their only contacts are the same people who don't even know what day of the week it is?

Thanks in advance for your assistance

Hi,

Sorry for the bad experience you have received from us.

I want to have a look at the order and the status of it.

Can you send me a direct message with your email address linked to Afrihost account so I can investigate for you.

 

[DemonInc]

Good day all,

Hope someone can assist me to get this sorted.
@AfriFella @AfriGuy @AfriNatic (Sorry to call you guys out directly, but I am beyond angry and I hope we can get this resolved quickly this way)

TL;DR: I've been waiting for 3 weeks now to get a fiber order actioned, and every time I get a different story.

I pre-ordered my fiber around March 28th, Openserve concluded the rollout in my area on April 6th, received the Fiber interest confirmation email on April 17th.

Since 19 April, I've been calling about every 2 days to get any form of progress report, but every time I call, the "registration portal" the agents use to book installations, is unavailable.
I've spoken to +- 8 people now and every time they promise to call me back or send me an email update.

Needless to say, I have asked to speak to the SM's (service managers) but every time I am told that they are unavailable.

This week, (Wednesday) I was told that there was never even an order placed (even though I had a pre-order), not even to mention any "escalations". The agent told me that he is still unable to schedule, but will send an email to Openserve, the SM on duty, and escalate internally. He also advised that I email the SM directly to get a response quickly. (Still waiting)

Yesterday, I spoke to someone who told me that she sees the order was placed yesterday, and that there was no update from Openserve or the SM/escalation. When I phoned today, I got through to the same person, who now told me the order was placed on the 30th.

I've been with Afrihost for 6 years without a single issue, so this is absolutely absurd to me.
I have worked as 1st-line support in telecoms, so I absolutely understand the amount of stress that these people go through and I am not unsympathetic to it, but what I am experiencing is not even incompetence, It's beyond understanding why service agents flagrantly lie to customers!

The lack of people to contact regarding this horrible service is also appalling. How the hell are people supposed to give feedback or get their problems solved, if their only contacts are the same people who don't even know what day of the week it is?

Thanks in advance for your assistance

Ja nee voel jou pyn, I ordered my fiber Last year November 2020, when it went live in my area, after they came and installed the fiber to each of the units in my complex, I was told no its not live, but Openserve shows it is and Afrihost sent me an email saying yippee fiber is now in your area, first excuse was no they don't work over December so I will have to wait till January 2021 for them to come pull the line in my home, fair I understood the December thing January, I followed up, because nothing happened. then it was "escalated", and manual process was updated on my line order, still nothing happened I phoned end of the month and was told some excuse and it would take 28 days, Beginning of March again I phoned, what is going on guys? No sorry sir open serve has some issue or something in your area its still not live, you have to wait till June...
Last week Openserve came and installed the line and ONT, told my wife look out its gonna snow, they finished told me to phone Afrihost and give them the "B" number, to with I was told no it wasn't live or something please wait 24 hours... (The ONT was synced green lights and all, unfortunately that afternoon it turned red LOS "Los of Signal" thought o great)
Phoned after 24 hours told them hey it was green but the LOS light is on, ok we shall log a error, thought great left it because at this time after 6 months of waiting I'm already like yeah whatever. to my surprise Openserve called the Friday, they are coming to check it, short story the fiber broke when the first guy closed the box the new guy fixed it, fiber is up light is green ONT is synced, thought cool, phoned Afrihost again, was told no they are not InControl or in charge or assigned the "B" number again, I'm like what? The Call Centre agent gave me the PPoE details none the less, it was not connecting, and I'm asked is it plugged in... REALLY?

Anyway they don't ask what router do you have ok lets check the settings, no, we get is everything plugged in.
Later that night I'm like cool, I have a bit of time now let me check the router setting maybe I typed or didn't check something there... after a bit of playing around I see on my router there is an option for WAN Ethernet and I'm like that makes sense it coming through ethernet from the ONT now, I select this, change all the settings, save it, nothing happens I'm like ok its 23:45 at night I'm going to bed let me connect the ADSL and go to bed, change everything back and while I'm busy I get a Message over the phone and an email saying congratulations your fiber is now active enjoy fast speeds blah blah. Like what?
I go back plug everything back change the settings and low and behold I have Fiber Connections 100 down 50 up I'm so happy at long last its working, I go to bed 01:35 the morning because no I'm experiencing the speed its great.
Saturday morning we wake up I tell my surprise I got the fiber working looks like it was just a setting that I had to change haha, wife is happy, she is going to work says she can't wait to get back and try it as well.
I'm am enjoying this new speed uploading files are so fast YES YES, I even played a game online for the first time in months because I'm busy I don't get that much time to play anymore, It loads fast the ping is amazing, I sit back thinking wow this is nice...

The phone rings... who can this be... I answer...
"EH hello, its Openserve we want to come install the fiber for Afrihost to your unit"
I'm like well it's ok its in they installed it Wednesday, it wasn't working, and fixed it Friday, I got it working Last night (early this Morning) its fine thank you.
"Oh, OKey, I think its a duplicate order then please give me the "B" number so I can call in and cancel"

I give, I say thank you, I hang up... I am without Fiber yet again.

I try and call Afrihost, sorry we don't take calls on weekends, I have to do the WhatsApp thing …
I WhatsApp I type what happened it was working Openserve call I told them its working they took the "B" and 10 minutes after I hung up the PON Light is flash so its not syncing.
I am again told Afrihost is not in control of the "B" number
I send a picture showing the messages from Afrihost say Congratulations you have fiber.
I send picture of my client zone on Afrihost showing my Fiber is Active showing the "B" number from my ONT, that it is active.
(How are you not in control of my "B" number but it is showing on my Client zone with you that its there and active)
After struggling for an hour and a half over WhatsApp I'm told they will log a error and it will now take 72 hours... from Monday … today is that Monday I'm waiting for Wednesday the 26 May 2021. I doubt I will get a call I will probably have to phone or make contact first again. 6 months and counting still no fiber, thanks.

 

[AfriNatic]

Ja nee voel jou pyn, I ordered my fiber Last year November 2020, when it went live in my area, after they came and installed the fiber to each of the units in my complex, I was told no its not live, but Openserve shows it is and Afrihost sent me an email saying yippee fiber is now in your area, first excuse was no they don't work over December so I will have to wait till January 2021 for them to come pull the line in my home, fair I understood the December thing January, I followed up, because nothing happened. then it was "escalated", and manual process was updated on my line order, still nothing happened I phoned end of the month and was told some excuse and it would take 28 days, Beginning of March again I phoned, what is going on guys? No sorry sir open serve has some issue or something in your area its still not live, you have to wait till June...
Last week Openserve came and installed the line and ONT, told my wife look out its gonna snow, they finished told me to phone Afrihost and give them the "B" number, to with I was told no it wasn't live or something please wait 24 hours... (The ONT was synced green lights and all, unfortunately that afternoon it turned red LOS "Los of Signal" thought o great)
Phoned after 24 hours told them hey it was green but the LOS light is on, ok we shall log a error, thought great left it because at this time after 6 months of waiting I'm already like yeah whatever. to my surprise Openserve called the Friday, they are coming to check it, short story the fiber broke when the first guy closed the box the new guy fixed it, fiber is up light is green ONT is synced, thought cool, phoned Afrihost again, was told no they are not InControl or in charge or assigned the "B" number again, I'm like what? The Call Centre agent gave me the PPoE details none the less, it was not connecting, and I'm asked is it plugged in... REALLY?

Anyway they don't ask what router do you have ok lets check the settings, no, we get is everything plugged in.
Later that night I'm like cool, I have a bit of time now let me check the router setting maybe I typed or didn't check something there... after a bit of playing around I see on my router there is an option for WAN Ethernet and I'm like that makes sense it coming through ethernet from the ONT now, I select this, change all the settings, save it, nothing happens I'm like ok its 23:45 at night I'm going to bed let me connect the ADSL and go to bed, change everything back and while I'm busy I get a Message over the phone and an email saying congratulations your fiber is now active enjoy fast speeds blah blah. Like what?
I go back plug everything back change the settings and low and behold I have Fiber Connections 100 down 50 up I'm so happy at long last its working, I go to bed 01:35 the morning because no I'm experiencing the speed its great.
Saturday morning we wake up I tell my surprise I got the fiber working looks like it was just a setting that I had to change haha, wife is happy, she is going to work says she can't wait to get back and try it as well.
I'm am enjoying this new speed uploading files are so fast YES YES, I even played a game online for the first time in months because I'm busy I don't get that much time to play anymore, It loads fast the ping is amazing, I sit back thinking wow this is nice...

The phone rings... who can this be... I answer...
"EH hello, its Openserve we want to come install the fiber for Afrihost to your unit"
I'm like well it's ok its in they installed it Wednesday, it wasn't working, and fixed it Friday, I got it working Last night (early this Morning) its fine thank you.
"Oh, OKey, I think its a duplicate order then please give me the "B" number so I can call in and cancel"

I give, I say thank you, I hang up... I am without Fiber yet again.

I try and call Afrihost, sorry we don't take calls on weekends, I have to do the WhatsApp thing …
I WhatsApp I type what happened it was working Openserve call I told them its working they took the "B" and 10 minutes after I hung up the PON Light is flash so its not syncing.
I am again told Afrihost is not in control of the "B" number
I send a picture showing the messages from Afrihost say Congratulations you have fiber.
I send picture of my client zone on Afrihost showing my Fiber is Active showing the "B" number from my ONT, that it is active.
(How are you not in control of my "B" number but it is showing on my Client zone with you that its there and active)
After struggling for an hour and a half over WhatsApp I'm told they will log a error and it will now take 72 hours... from Monday … today is that Monday I'm waiting for Wednesday the 26 May 2021. I doubt I will get a call I will probably have to phone or make contact first again. 6 months and counting still no fiber, thanks.

Morning,

Apologies for the bad experience you are having.

Please can you send me private message with you email address so I can investigate for you?