Openserve AND Afrihost fail

D

DODGER523

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I have now been without fibre for almost 3 weeks.

On the 30 November my LOS light came on on my Huawei Fibre Router.

By 2nd December having still no access I reported the issue to Afrihost. They said they would report the fault to openserve and i can expect a 48hr turn around time.

To cut a long story short I pay afrihost R899 for a 40mbs line through Openserve i would assume that afrihost would want to help me resolve this issue but the help from afrihost has left much to be desired.

They better not evem think of charging me for this month!

Been a customer for 6 years and I have never been treated like this.

Roger
 
Last edited:
DODGER523 said:
I have now been without fibre for almost 3 weeks.
On the 30 November my POS light came on on my Huawei Fibre Router.
By 2nd December having still no access I reported the issue to Afrihost. They said they would report the fault to openserve and i can expect a 48hr turn around time.
To cut a long story short I pay afrihost R899 for a 40mbs line through Openserve i would assume that afrihost would want to help me resolve this issue but the help from afrihost has left much to be desired.
They better not evem think of charging me for this month!
Been a customer for 6 years and I have never been treated like this.
Roger
Click to expand...

This is normal for Afrihost and yes, you will have to pay. I suggest you cancel and move to somebody else. I moved to ISPAfrika, and the other day after logging a fault I had a technician at my property in 23 hrs.
 
DODGER523 said:
I have now been without fibre for almost 3 weeks.

On the 30 November my LOS light came on on my Huawei Fibre Router.

By 2nd December having still no access I reported the issue to Afrihost. They said they would report the fault to openserve and i can expect a 48hr turn around time.

To cut a long story short I pay afrihost R899 for a 40mbs line through Openserve i would assume that afrihost would want to help me resolve this issue but the help from afrihost has left much to be desired.

They better not evem think of charging me for this month!

Been a customer for 6 years and I have never been treated like this.

Roger
Click to expand...

Hi Roger

I am really sorry that you had this horrible experience. We generally can't guarantee the turnaround time for a fault to be resolved, but it certainly seems very long for a resolution. We can usually escalate a fault after 48-72 hours.

Please PM me and I'll make sure we get our people on this ASAP :(
 
Lets look at the facts... Openserve control the network.
Openserve (as a standard rule) do a network freeze at the end of November and their staff start going on leave. Basically for the whole of December and early Jan they run on skeleton staff.
Did you ask Afrihost to escalate the issue? As Afriman says they are allowed to escalate it with Openserve every 48 hours (Openserve rules).
 
killerbyte said:
Lets look at the facts... Openserve control the network.
Openserve (as a standard rule) do a network freeze at the end of November and their staff start going on leave. Basically for the whole of December and early Jan they run on skeleton staff.
Did you ask Afrihost to escalate the issue? As Afriman says they are allowed to escalate it with Openserve every 48 hours (Openserve rules).
Click to expand...

The network freeze should only really affect installations and network upgrades, normal technical support should continue. While there may be less techs about, the workload also dramatically decreases with customers going on holiday and businesses closing.
 
So, logon to OpenServe to confirm fibre is in the area. Check multiple ISP's for coverage and all say area is covered.

Contact Afrihost due to the special they were running. Collect router and then hear nothing at all for 3 weeks. Log a call with Afrihost support to escalate to OpenServe. Afrihost then advises there is no fibre in the area...strange that because my neighbour who is part of the same property HAS FIBRE INSTALLED!!!! Afrihost support then continues to DELETE MY SUPPORT CASE FROM MY CLIENT ZONE PORTAL!!!!

If anyone is looking for an ISP, stay AWAY FROM AFRIHOST THEY ARE A JOKE!!!

I have contacted another ISP now. Good riddance Afrishyte!
 
Archi3 said:
So, logon to OpenServe to confirm fibre is in the area. Check multiple ISP's for coverage and all say area is covered.

Contact Afrihost due to the special they were running. Collect router and then hear nothing at all for 3 weeks. Log a call with Afrihost support to escalate to OpenServe. Afrihost then advises there is no fibre in the area...strange that because my neighbour who is part of the same property HAS FIBRE INSTALLED!!!! Afrihost support then continues to DELETE MY SUPPORT CASE FROM MY CLIENT ZONE PORTAL!!!!

If anyone is looking for an ISP, stay AWAY FROM AFRIHOST THEY ARE A JOKE!!!

I have contacted another ISP now. Good riddance Afrishyte!
Click to expand...

I'm sorry about the poor experience you had here. It sounds like it may be a breakdown in communication between us and the provider. I'd only be able to confirm if I had all the details.

We don't ever delete tickets, however if the ticket is escalated (to a manager or head of department) they will not be visible becuase of the privacy settings on those ticket queues.
 
AfriMan said:
I'm sorry about the poor experience you had here. It sounds like it may be a breakdown in communication between us and the provider. I'd only be able to confirm if I had all the details.

We don't ever delete tickets, however if the ticket is escalated (to a manager or head of department) they will not be visible becuase of the privacy settings on those ticket queues.
Click to expand...
I would give you the details but you keep removing my support cases from my view so I have no idea what they are.

It makes no sense to remove tickets from customer view while they are in an escalation state.

You are welcome to PM if you want the details. I am over running around for you.
 
Archi3 said:
I would give you the details but you keep removing my support cases from my view so I have no idea what they are.

It makes no sense to remove tickets from customer view while they are in an escalation state.

You are welcome to PM if you want the details. I am over running around for you.
Click to expand...

Is a function of the escalation process as AfriMan pointed out, the moment that there is a reply you will be able to view it in the ClientZone again.
 
AfriGenie said:
Is a function of the escalation process as AfriMan pointed out, the moment that there is a reply you will be able to view it in the ClientZone again.
Click to expand...

That is all good and well, but how must I get an update? I have no reference numbers so if I call support then what do I quote as there is nothing to quote.

Why not leave it in the view with a marker saying it has been escalated? I have not received feedback since last week, so a lot of good "escalating" a call does.
 
Archi3 said:
That is all good and well, but how must I get an update? I have no reference numbers so if I call support then what do I quote as there is nothing to quote.

Why not leave it in the view with a marker saying it has been escalated? I have not received feedback since last week, so a lot of good "escalating" a call does.
Click to expand...

Once the tickets are escalated there is internal communication regarding the resolution, so it wouldn't make sense until the ticket is properly assigned and there is a way forward.

You should still receive an email with reference numbers on your primary email address when you log a ticket, if I'm not mistaken.
 
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