I complained in a thread on an new article on Afrihost service levels and Gian responded.
https://mybroadband.co.za/forum/thr...tomer-service-strategy.1287715/#post-32924207
I messaged him and he got Irvin from Afrihost to phone me. I explained to him the voltage issue with the adapter. He said he will followup with Metrofibre to bring an replacement adapter.
Then today I had 4 adapters ready to show the technician with a multimeter that voltage is not supposed to fluctuate and ready to video record them for my complaint to lodge with the ISPA if they again say the adapter is fine.
Previously Afrihost refused to provide me the info when I wanted to take them to the ISPA for refusing to acknowledge a faulty adapter andd keep on telling me there is no problem for the past 2 months.
2 Metrofibre subcontractors from Foreverness Projects arrived and had a replacement adapter with them because Irvin from Afrihost said he will make sure they bring one with them.
I told them I want them to test the fibre box adapter with the multimeter so they can visually see that the adapter is the problem. This will prove the previous technician was wrong in saying the adapter is fine.
After asking them they were disinterested and said that the multimeter is for electricity not fibre. I insisted and told them clearly the problem is with the electrical 12V adapter that wildly fluctuates.
I asked if they have ever used a multimeter and they said No. I then proceeded to show and measure both existing adapter and replacement adapter they brough to show them the difference in that the existing one fluctuates 4V every milisecond and the replacement's voltage stays constant. I wrote on a pen on the faulty adapter and gave it to them.
I believe a multimeter should be part of a technicians toolkit but these guys just take photos of the internet light and leave. Same with Afrihost support who lodge a ticket with Metrofibre who tells them the line is working. A faulty adapter and measuring with a multimeter doesn't exist in either's vocabulary.
I do feel sorry for people experiencing the same issue. If you don't disconnecting the fibre box after you lodge a fault, they will never come as they remotely detect the line working. And even if you do this and they do come you have to show them with a multimeter the adapter is faulty. What is the failure rate or manufacturing deflect of the adapter being used? I am sure of the million fibre customers in SA that some must deal with device reboots like me.
www.takealot.com
