No internet for a week!

[ambro]

My internet isn't working and keep getting the error in the picture below.

I'm on the Afrihost 10Mbs Octotel pure fibre package and haven't had internet for a whole week. I've been communicating with Afrihost everyday but they can't seem to figure out what the problem is. I've gone through all the trouble shooting methods the told me and I feel like I know their whole script and at this point.
Octotel technicians came and replaced the ONT box, said everything looks fine on their side but still didn't resolve the issue. They came again to check and still insistent that everything is fine on their side an that it has to be Afrihost at fault. At this point Afrihost and Octotel are just playing the blame game as they just keep pointing fingers at each other.

I'd cancel the whole thing if it wasn't for the cancellation fee (I'm 3 months). It's also my first time buying any sort of internet package so I don't really what else to do at this point. I don't even have the energy to be angry anymore. Any advice would be helpful.

 

[DapperDanMan]

WELCOME to the MyBroadband Forums!

These magicians will make those issues disappear in no time:

@AfriGuy
@AfriFella
@AfriMan
@cavedog

 

[cavedog]

My internet isn't working and keep getting the error in the picture below.

I'm on the Afrihost 10Mbs Octotel pure fibre package and haven't had internet for a whole week. I've been communicating with Afrihost everyday but they can't seem to figure out what the problem is. I've gone through all the trouble shooting methods the told me and I feel like I know their whole script and at this point.
Octotel technicians came and replaced the ONT box, said everything looks fine on their side but still didn't resolve the issue. They came again to check and still insistent that everything is fine on their side an that it has to be Afrihost at fault. At this point Afrihost and Octotel are just playing the blame game as they just keep pointing fingers at each other.

I'd cancel the whole thing if it wasn't for the cancellation fee (I'm 3 months). It's also my first time buying any sort of internet package so I don't really what else to do at this point. I don't even have the energy to be angry anymore. Any advice would be helpful.


View attachment 862305

Hey drop me a ticket ID or clienzone email let me see what I can figure out.

 

[ambro]

Hey drop me a ticket ID or clienzone email let me see what I can figure out.

Hi, not sure what a ticket ID is but I sent you my clientzone email

 

[blunt]

My parents had the same issue with their Frogfoot line for 3 weeks, they said it was because FF had our profile set to cancelled. If you enter in static IP details for the WAN (if you by chance have record of the previous ones you had..) it works, well it did when I did it for them until AH / FF eventually got it figured out. Can at least get online while they figure out whats up.

 

[blunt]

My parents had the same issue with their Frogfoot line for 3 weeks, they said it was because FF had our profile set to cancelled. If you enter in static IP details for the WAN (if you by chance have record of the previous ones you had..) it works, well it did when I did it for them until AH / FF eventually got it figured out. Can at least get online while they figure out whats up.

Back then we didn't have afridog (@cavedog) so hopefully he can sort your issue out sooner

 

[cavedog]

My parents had the same issue with their Frogfoot line for 3 weeks, they said it was because FF had our profile set to cancelled. If you enter in static IP details for the WAN (if you by chance have record of the previous ones you had..) it works, well it did when I did it for them until AH / FF eventually got it figured out. Can at least get online while they figure out whats up.

So I was meaning to post about how Afrihost handles DHCP so let me just give a quick run down.

A DHCP lease is granted to new device connected to the ONT. The first 24 hours give you full access this is usually used to troubleshoot a possible router issue. After that 1 to 30days if the same device is still connected it gets restricted access. After 30 days our DHCP server does not resound to DHCP requests anymore. This is where the activate page comes in. If you activate the line the router or device gets mapped to the product and the network knows who the traffic belongs too and maps the mac address to the package. If you switch routers a new mac address pops up and you need to visit the activate page again.

Only 1 active mac address is allowed per account.

When trouble shooting and connecting laptop or PC directly to the ONT do not activate if you plan on going back to the router because if you do the router mac address will be removed and you need to activate again when plugging the router back.

Once a mac address has been restricted the DHCP server does not respond to DHCP requests. To get that fixed we can remove the restriction on the mac address in question and the client can then activate again.

 

[cavedog]

Back then we didn't have afridog (@cavedog) so hopefully he can sort your issue out sooner

In @ambro case it's not related to a DHCP restriction as the mac address as the mac I queried is not showing any restrictions.

 

[ambro]

My parents had the same issue with their Frogfoot line for 3 weeks, they said it was because FF had our profile set to cancelled. If you enter in static IP details for the WAN (if you by chance have record of the previous ones you had..) it works, well it did when I did it for them until AH / FF eventually got it figured out. Can at least get online while they figure out whats up.

Thank you! I don't know what the hell I just did but the internet is working. At least for now. Didn't have the details and I'm not too clued up on network stuff but with the little I learned from speaking to afrihost everyday for the past week, I managed to use some trial and error with the static ip address details to get the internet to work. All thanks to the Afrihost consultants forcing me to type ipconfig into cmd by everyday.

With this ghostly issue that I have and somehow getting the internet to work with below amateur level network knowledge, I'm not sure if I'm lucky or cursed.

 

[saor]

WELCOME to the MyBroadband Forums!

These magicians will make those issues disappear in no time:

@AfriGuy
@AfriFella
@AfriMan
@cavedog

Eh - they been very scarce last few days.
(Except cavedog)

 

[ambro]

Thank you! I don't know what the hell I just did but the internet is working. At least for now. Didn't have the details and I'm not too clued up on network stuff but with the little I learned from speaking to afrihost everyday for the past week, I managed to use some trial and error with the static ip address details to get the internet to work. All thanks to the Afrihost consultants forcing me to type ipconfig into cmd by everyday.

With this ghostly issue that I have and somehow getting the internet to work with below amateur level network knowledge, I'm not sure if I'm lucky or cursed.

Alas, it didn't last long. I feel like I imagined it

 

[DapperDanMan]

I'm not sure if I'm lucky or cursed.

Cursed you are!

 

[now05ster]

Slight hijacking of the thread. @cavedog , if you are indeed at Afrihost now then there might be hope for their customer service support.

 

[DapperDanMan]

if you are indeed at Afrihost now

Indeed, being at Afrihost at 22:45 on a Friday night is the sort of commitment that is required for the turnaround strategy that they are striving towards. Congrats in advance, Afrihost!