I really didn't want to post this here, but I'm hoping by doing so that maybe someone from Afrihost will see this and I'll actually get some help.
Since around September last year my ADLS line, that is managed by Afrihost, has been cutting out randomly, sometimes just for a minute then it's back, sometimes it disconnects every 2 -5 minutes for hours (the worst). It happens at random times during the day, there's no set pattern to it. Every single time I submit a report ticket I (eventually) get a reply saying that everything looks fine and that the ports have been reset, obviously this doesn't solve the issue, and every time I send in a new ticket I mention that but I still get the same copy/paste response, very helpful.
Finally I got a support response that said they had logged a fault with Telkom, not sure what Telkom did or if it was just coincidence but things were stable for 3 weeks, then it went back to intermittent connectivity and the awful support response from Afrihost. Eventually one of the support guys managed to get Telkom to come out and test things on my side, there is no problem here on my property, they were supposed to come back and check the lines connected to the poles in the neighborhood but they never showed up, this was weeks ago, they left a number but are not responding to calls or text. So once again I turn to Afrihost for help, once again I get the same BS copy/paste as if no one reads my message. My line speed has also dropped over the last few months, so I sent attachments of those and again explaining the need for someone to follow up with Telkom.
I wake up this morning to the most amazing support response yet... To please activate my Afrihost ADSL (1GB "try us out" was added to my account months ago that I do not want and did not request), as if that will magically fix everything, not addressing any of my other concerns. I honestly feel like no one on the support team is actually reading my tickets, they just see a word and think, "ah, this must be the right copy/paste", send it off and pat themselves on the back. I feel like I should have just called Telkom myself ages ago, but what's the point of having Afrihost manage my line then? Surely it's their job to liaise with Telkom when something is wrong? Feeling very frustrated
Since around September last year my ADLS line, that is managed by Afrihost, has been cutting out randomly, sometimes just for a minute then it's back, sometimes it disconnects every 2 -5 minutes for hours (the worst). It happens at random times during the day, there's no set pattern to it. Every single time I submit a report ticket I (eventually) get a reply saying that everything looks fine and that the ports have been reset, obviously this doesn't solve the issue, and every time I send in a new ticket I mention that but I still get the same copy/paste response, very helpful.
Finally I got a support response that said they had logged a fault with Telkom, not sure what Telkom did or if it was just coincidence but things were stable for 3 weeks, then it went back to intermittent connectivity and the awful support response from Afrihost. Eventually one of the support guys managed to get Telkom to come out and test things on my side, there is no problem here on my property, they were supposed to come back and check the lines connected to the poles in the neighborhood but they never showed up, this was weeks ago, they left a number but are not responding to calls or text. So once again I turn to Afrihost for help, once again I get the same BS copy/paste as if no one reads my message. My line speed has also dropped over the last few months, so I sent attachments of those and again explaining the need for someone to follow up with Telkom.
I wake up this morning to the most amazing support response yet... To please activate my Afrihost ADSL (1GB "try us out" was added to my account months ago that I do not want and did not request), as if that will magically fix everything, not addressing any of my other concerns. I honestly feel like no one on the support team is actually reading my tickets, they just see a word and think, "ah, this must be the right copy/paste", send it off and pat themselves on the back. I feel like I should have just called Telkom myself ages ago, but what's the point of having Afrihost manage my line then? Surely it's their job to liaise with Telkom when something is wrong? Feeling very frustrated
