Frustrated with Afrihost Support

[OMGChase]

Hi there.

This is an issue relating to Pure DSL, but seems the Afrihost rep is more active in this subforum.

I'm seriously just needing help with an actual human that reads my emails to try help me understand/sort out an issue with my Pure DSL Package. Talking to support is like talking to a brick wall, and it's impossible to get anything sorted or feedback regarding my issue, going on three weeks back and forth with support. Can read the ticket DZF-128-45164 if you want to go insane.

My issue started as:
4Mbps package, was going fine, but then only got half speed. Left it for a week just to see if it was heavy traffic but the speed still continued as half so submitted a ticket to try figure out what's gone wrong.

Ended up as:
My line automatically 'upgraded' to 10Mbps, then claimed I only have 5Mbps in my area and that I wouldn't be able to get 10Mbps that I apparently signed up for. (I didn't).

Can a human being please just check if there's an issue on my side, openserve or afrihost becuase I'm getting absolutely nowhere with support's scrpted responses, and also could you please check the claim about my area only getting 5Mbps or if that is also a lie, becuase it says for me the max I can get is 20Mbps.

I'd be glad to DM an Afrihost rep my account info/ line-number, as I don't want to put that on the post itself.

Thanks in advance.

 

[AfriNatic]

Hi,

Sorry for the poor support.

I have located the ticket number. I'm investigating.

 

[AfriNatic]

Hi there.

This is an issue relating to Pure DSL, but seems the Afrihost rep is more active in this subforum.

I'm seriously just needing help with an actual human that reads my emails to try help me understand/sort out an issue with my Pure DSL Package. Talking to support is like talking to a brick wall, and it's impossible to get anything sorted or feedback regarding my issue, going on three weeks back and forth with support. Can read the ticket DZF-128-45164 if you want to go insane.

My issue started as:
4Mbps package, was going fine, but then only got half speed. Left it for a week just to see if it was heavy traffic but the speed still continued as half so submitted a ticket to try figure out what's gone wrong.

Ended up as:
My line automatically 'upgraded' to 10Mbps, then claimed I only have 5Mbps in my area and that I wouldn't be able to get 10Mbps that I apparently signed up for. (I didn't).

Can a human being please just check if there's an issue on my side, openserve or afrihost becuase I'm getting absolutely nowhere with support's scrpted responses, and also could you please check the claim about my area only getting 5Mbps or if that is also a lie, becuase it says for me the max I can get is 20Mbps.

I'd be glad to DM an Afrihost rep my account info/ line-number, as I don't want to put that on the post itself.

Thanks in advance.

Hi,

There was a profile miss match on Openserve side. The profile was fixed at 4Mbps which I had removed and the line syncs at 6.4Mbps currently.

We have dropped our ADSL prices significantly which means you have been moved to 10Mbps for a lower price.

Because of this move I have manually submitted an upgrade to your line to 10Mbps. Your line should be upgraded to 10Mbps in the next day or so and the monthly fee will now be R397 per month down from R447 you used to pay for 4Mbps.

If you wish to downgrade to 5Mbps for R297 you may do so in ClientZone.

Please do a speedtest and advise that the speed issue is now resolved?

 

[OMGChase]

Hi,

There was a profile miss match on Openserve side. The profile was fixed at 4Mbps which I had removed and the line syncs at 6.4Mbps currently.

We have dropped our ADSL prices significantly which means you have been moved to 10Mbps for a lower price.

Because of this move I have manually submitted an upgrade to your line to 10Mbps. Your line should be upgraded to 10Mbps in the next day or so and the monthly fee will now be R397 per month down from R447 you used to pay for 4Mbps.

If you wish to downgrade to 5Mbps for R297 you may do so in ClientZone.

Please do a speedtest and advise that the speed issue is now resolved?

Mate. THANK YOU. I cannot believe the speed at which you solved this, from back and forth for three weeks, to instantly solved. I cannot say thank you enough.

Solved!

 

[AfriNatic]

Mate. THANK YOU. I cannot believe the speed at which you solved this, from back and forth for three weeks, to instantly solved. I cannot say thank you enough.

Solved!

I'm glad I could assist. Once again apologies for the issues experienced.