Is it possible to contact Open Serve directly?

[dgcarter]

A technician arrived on Tuesday 15 August 2017 to install the fiber at my unit, he installed a fiber cable from the box outside to a box inside my house and set up a ONT device. He was very friendly, knowledgeable and professional. However, there were a few hangups, he was given the wrong unit number (unit 96, as opposed to unit 69), he was also given a fiber strand number (20) which did not exist. He decided to splice into fiber number 8, and when checking we had no signal on the ONT, he then tried splicing into fiber number 4 and again we still didn't have signal (LOS light blinking on ONT).

As a last resort he tried to find where the problem was, but was unsuccessful as he was not provided with the necessary tools to do fault finding. I really do appreciate his efforts however.

The technician then said he would have to report the issue and an underground technician would be dispatched to resolve. He was not able to give me any further details.

Since then I have followed up with my ISP (Afrihost) regularly regarding the progress of this. It's been difficult to get a response from them, and when they do respond they say there has been no feedback from OpenServe.

I also chatted to a Telkom sales guy who was trying to sign people up in my complex and he mentioned that there are a few people who have had their fiber installed but it's not working as there is a problem with the ONT (I assume he meant the OLT) and it would be replaced within the week.

Long story short, I'm still watching a flashing red LOS light, Afrihost doesn't know the status of things, and I would like to give sufficient notice to my WISP to avoid having to pay double when the fiber eventually starts working.

Is it at all possible to contact someone at Open Serve directly to get a proper answer as to the status of things?

 

[Dlamaqhinga]

Short answer is No.

Openserve as Network Wholesale Provider deals with ISPs who in turn deal with their respective customers, ISP are the middle man between Customer and Openserve.

 

[PRETTYFLY]

My isp is also Afrihost and last week my LOS(line of sight)was flashing on my ONT..I contacted FIBRE HOODS who sent out a techie who fixed it in 45 mins..Afrihost didn't lift a finger..ex dot say phone FIBRE HOODS..

 

[Mr Scratch]

My isp is also Afrihost and last week my LOS(line of sight)was flashing on my ONT..I contacted FIBRE HOODS who sent out a techie who fixed it in 45 mins..Afrihost didn't lift a finger..ex dot say phone FIBRE HOODS..

Ok? This is about Openserve, not Fibrehoods.

 

[dtj]

Just contact them, if they cant help then so be it...I have spoken to them about when fibre will be active in my area and they were of great help...
http://openserve.co.za/open/fibre-query/

 

[cam182]

I also would like someway to contact openserve... Approaching the end of the guided 21 working days since i ordered and haven't heard a peep and my ISP ignores my emails every time i ask about an expected date. My neighbours had contractors last Friday installing, would have been so easy for them to do us at the same time. I would even donate a 6 pack of beer or two if i could get it installed sooner...

 

[greg_SA]

I also would like someway to contact openserve... Approaching the end of the guided 21 working days since i ordered and haven't heard a peep and my ISP ignores my emails every time i ask about an expected date. My neighbours had contractors last Friday installing, would have been so easy for them to do us at the same time. I would even donate a 6 pack of beer or two if i could get it installed sooner...

Use a different ISP. I had no feedback from the first ISP I contacted, so I cancelled and used a different one which gave regular feedback and contacted Openserve every week.

 

[JCM]

A technician arrived on Tuesday 15 August 2017 to install the fiber at my unit, he installed a fiber cable from the box outside to a box inside my house and set up a ONT device. He was very friendly, knowledgeable and professional. However, there were a few hangups, he was given the wrong unit number (unit 96, as opposed to unit 69), he was also given a fiber strand number (20) which did not exist. He decided to splice into fiber number 8, and when checking we had no signal on the ONT, he then tried splicing into fiber number 4 and again we still didn't have signal (LOS light blinking on ONT).

As a last resort he tried to find where the problem was, but was unsuccessful as he was not provided with the necessary tools to do fault finding. I really do appreciate his efforts however.

The technician then said he would have to report the issue and an underground technician would be dispatched to resolve. He was not able to give me any further details.

Since then I have followed up with my ISP (Afrihost) regularly regarding the progress of this. It's been difficult to get a response from them, and when they do respond they say there has been no feedback from OpenServe.

I also chatted to a Telkom sales guy who was trying to sign people up in my complex and he mentioned that there are a few people who have had their fiber installed but it's not working as there is a problem with the ONT (I assume he meant the OLT) and it would be replaced within the week.

Long story short, I'm still watching a flashing red LOS light, Afrihost doesn't know the status of things, and I would like to give sufficient notice to my WISP to avoid having to pay double when the fiber eventually starts working.

Is it at all possible to contact someone at Open Serve directly to get a proper answer as to the status of things?

Which area are you in?

 

[LazyLion]

Yes, phone Telkom 10210

 

[dgcarter]

Which area are you in?

Mont Blanc Complex in Rietvalleirand, Pretoria.

 

[dgcarter]

Ok so there I was, sitting on the couch, eating ice cream, and watching Netflix buffer due to the poor latency of my wireless connection. 19h25 and my phone rings, it's someone from Open Serve (what sorcery is this)... Anyway, apparently something "very strange" is happening with my application. It had been sitting with Afrihost for months, but was only lifted with Open Serve on August 10th, they are investigating as something strange is going on higher up in the system and they (Open Serve) will get back to me tomorrow.

So, kudos to Open Serve for making an effort... As for Afrihost, MXM.

 

[JCM]

Mont Blanc Complex in Rietvalleirand, Pretoria.

Same here. How the hell did you get yours installed so quick? I thought I was the first one in the complex since I ordered it the day it showed up as available on the OpenServe site..I even had to convince Afrihost that it is actually available now :| Yesterday marked 6 weeks and I'm still waiting for any kind of feedback from Afrihost/Openserve.

I also asked the telkom guy wtf is happening and he just said 'talk to your isp'. The fact that there are so many issues are scaring me.

 

[ponder]

Same here. How the hell did you get yours installed so quick? I thought I was the first one in the complex since I ordered it the day it showed up as available on the OpenServe site..I even had to convince Afrihost that it is actually available now :| Yesterday marked 6 weeks and I'm still waiting for any kind of feedback from Afrihost/Openserve.

I also asked the telkom guy wtf is happening and he just said 'talk to your isp'. The fact that there are so many issues are scaring me.

Had you ordered directly from openserve you could have probably avoided the delay. I don't get why people wan't to introduce a middleman into the process.

 

[eyezonly]

Use a different ISP. I had no feedback from the first ISP I contacted, so I cancelled and used a different one which gave regular feedback and contacted Openserve every week.

Which is your first ISP and which ISP are you using now?

 

[eyezonly]

Had you ordered directly from openserve you could have probably avoided the delay. I don't get why people wan't to introduce a middleman into the process.

How do you order directly from openserve? Thru telkom as ISP?

 

[Kappie 17]

Hi guys. So I FINALLY had OpenServe show up at my home this morning around 9:15am, but after 2 minutes of looking at the location of the OFB black box at the back of my property, the gentleman informed me that the tree in between my home and the OFB black box was an issue, and gave me two options: 1) have the tree cut down and they can go ahead with installation tomorrow, or 2) their cables division can use "piping"/"trunking" to protect the fibre cable, and also complete the installation tomorrow.

I have been given a number to contact once I have decided which option to take, but I have been told that Telkom/OpenServe will only cover the cost of the first 8 metres of this "piping"/"trunking", whereas a tree feller may be a cheaper option. Does anyone have ANY idea of what Telkom/OpenServe will charge me per additional metre, for this "piping"/"trunking"? Thanks!

 

[eddief1]

+1 on this..openserv say they cover 8M trenching..what is the additional cost per M thereafter, could be costly.

Hi guys. So I FINALLY had OpenServe show up at my home this morning around 9:15am, but after 2 minutes of looking at the location of the OFB black box at the back of my property, the gentleman informed me that the tree in between my home and the OFB black box was an issue, and gave me two options: 1) have the tree cut down and they can go ahead with installation tomorrow, or 2) their cables division can use "piping"/"trunking" to protect the fibre cable, and also complete the installation tomorrow.

I have been given a number to contact once I have decided which option to take, but I have been told that Telkom/OpenServe will only cover the cost of the first 8 metres of this "piping"/"trunking", whereas a tree feller may be a cheaper option. Does anyone have ANY idea of what Telkom/OpenServe will charge me per additional metre, for this "piping"/"trunking"? Thanks!

 

[JCM]

Had you ordered directly from openserve you could have probably avoided the delay. I don't get why people wan't to introduce a middleman into the process.

Order directly from OpenServe? Please share this magic if you are not a reseller/ISP.

 

[dgcarter]

Same here. How the hell did you get yours installed so quick? I thought I was the first one in the complex since I ordered it the day it showed up as available on the OpenServe site..I even had to convince Afrihost that it is actually available now :| Yesterday marked 6 weeks and I'm still waiting for any kind of feedback from Afrihost/Openserve.

I also asked the telkom guy wtf is happening and he just said 'talk to your isp'. The fact that there are so many issues are scaring me.

I also applied as soon as it showed available on the map, was the same story. But rest assured, the issue will be resolved shortly. I spent a good hour and a half today with a very knowledgable tech from Open Serve. The issue in Mont Blanc is that the fiber was never patched at the exchange. This is now being arranged as I am typing this response.

I can now truly vouch for Open Serve, I got in touch with the right people and they are really making things happen.

 

[ponder]

Order directly from OpenServe? Please share this magic if you are not a reseller/ISP.

You do realise that you can switch ISPs, you are not bound to them for life.