Last month I was tasked with acquiring fiber for our complex of 3 units. And we all decided to go with Afrihost and Vumatel as the line provider so that all units could have lines installed at once. So the other 2 units after a day or so have internet and all is working fine.
But my installation and setup to date has not worked. I called Afrihost multiple times and spoke to about 7 different consultants at Afrihost, their whatsapp line, logged tickets on clientzone (which keep disappearing), and emailing Afrihost, Had a Vuma technician come out and replace the ONT box (with a rather used box), and speak to a further 3 other Vuma agents. But Still no internet....
Between Afrihost and Vuma they keep passing the buck. According to Vumatel, the object number for my physical address seems to be linked to my neighbor, a cross patch apparently. They then advised that Afrihost needs to load the correct package for me. They tried reactivating the package, reallocating IPs, fixing the patch, linking the object number etc. But From day 1 the ONT box (and the replacement box), the power light keeps blinking green (not stable). There is no default gateway when you plug in the laptop cable directly to the ONT box.
BUT on Afrhiosts side they say they can see a default gateway. Further to this, on clientzone, even though i have had no internet at all (cannot go to shop.vumatel.co.za or activate.afrihost.co.za after activating on their side), i can see data being used on my account/profile, already 1 Gig used on my account in 1 week. I keep pointing this out, how can data be moving if i have no internet. My account is being used/linked to someone else and I have no connectivity. If Afrihost is picking up a connection on my account and i have no internet, its simple to see that something was not linked correctly. I asked to speak to a senior resource to solve my problem, but the consultants say they cannot escalate. After providing alot of evidence they sent it to a senior person in the fiber team to investigate.... I am still waiting feedback.
The previous tickets i logged have been closed apparently or the agents say they cant locate the ticket, it seems like they brushing me off. The whole automated system of replies and faceless agents that come from Afrihost is making it worse, there is no single point of accountability. Every time I follow up i have to speak to a new consultant and explain from the beginning. To date i have more than 20 calls with Afrihost.
But my installation and setup to date has not worked. I called Afrihost multiple times and spoke to about 7 different consultants at Afrihost, their whatsapp line, logged tickets on clientzone (which keep disappearing), and emailing Afrihost, Had a Vuma technician come out and replace the ONT box (with a rather used box), and speak to a further 3 other Vuma agents. But Still no internet....
Between Afrihost and Vuma they keep passing the buck. According to Vumatel, the object number for my physical address seems to be linked to my neighbor, a cross patch apparently. They then advised that Afrihost needs to load the correct package for me. They tried reactivating the package, reallocating IPs, fixing the patch, linking the object number etc. But From day 1 the ONT box (and the replacement box), the power light keeps blinking green (not stable). There is no default gateway when you plug in the laptop cable directly to the ONT box.
BUT on Afrhiosts side they say they can see a default gateway. Further to this, on clientzone, even though i have had no internet at all (cannot go to shop.vumatel.co.za or activate.afrihost.co.za after activating on their side), i can see data being used on my account/profile, already 1 Gig used on my account in 1 week. I keep pointing this out, how can data be moving if i have no internet. My account is being used/linked to someone else and I have no connectivity. If Afrihost is picking up a connection on my account and i have no internet, its simple to see that something was not linked correctly. I asked to speak to a senior resource to solve my problem, but the consultants say they cannot escalate. After providing alot of evidence they sent it to a senior person in the fiber team to investigate.... I am still waiting feedback.
The previous tickets i logged have been closed apparently or the agents say they cant locate the ticket, it seems like they brushing me off. The whole automated system of replies and faceless agents that come from Afrihost is making it worse, there is no single point of accountability. Every time I follow up i have to speak to a new consultant and explain from the beginning. To date i have more than 20 calls with Afrihost.
