Pure Internet Frustration

[NeviC]

I moved into an apartment in Camps Bay last month where the previous tenant had a working Fibre service with Telkom.

I placed a Fibre internet order on Afrihost on the 6th September.

Over the last 4 weeks and many many calls, Afrihost delivered a WIFI router two weeks ago (I've been invoiced R249.00) and that's about all that seems to have happened. The fibre modem still only shows a power on light.
Every time I talk to someone at Afrihost they are very polite and apologetic but there's no sign of any action on their part. They promise to call back - they don't. They promise OpenServe will call me - they don't. Mostly they tell me they're waiting.... They assure me it's been escalated - no action or progress.

Any ideas of what I can or should do?
NC

 

[PBCool]

@AfriNatic @Afrigirl

 

[Afrigirl]

I moved into an apartment in Camps Bay last month where the previous tenant had a working Fibre service with Telkom.

I placed a Fibre internet order on Afrihost on the 6th September.

Over the last 4 weeks and many many calls, Afrihost delivered a WIFI router two weeks ago (I've been invoiced R249.00) and that's about all that seems to have happened. The fibre modem still only shows a power on light.
Every time I talk to someone at Afrihost they are very polite and apologetic but there's no sign of any action on their part. They promise to call back - they don't. They promise OpenServe will call me - they don't. Mostly they tell me they're waiting.... They assure me it's been escalated - no action or progress.

Any ideas of what I can or should do?
NC

Hello.

May I please have your AH reference so I can have a look at what is delaying the activation of the service.

 

[NeviC]

AH58F7C4604076

 

[Afrigirl]

Thank you. The order is being delayed due to no spare fibre available. The order is with Openserve Planning to allocate spare fibre as the current one is full, we have escalated to the Openserve Service Manager for an ETA.

 

[NeviC]

Thanks.
Why does it take numerous calls on WhatsApp and the 0800 line and after a month I get this feedback now?
Surely this should be part of the initial order process. If fibre is available, then offer the service and if not, then offer whatever alternatives are available. I run a business from home and my mobile data has amounted to over R3000.00 so far.

 

[Afrigirl]

Thanks.
Why does it take numerous calls on WhatsApp and the 0800 line and after a month I get this feedback now?
Surely this should be part of the initial order process. If fibre is available, then offer the service and if not, then offer whatever alternatives are available. I run a business from home and my mobile data has amounted to over R3000.00 so far.

I completely understand your concern, and I apologise for the inconvenience caused during this period

With Openserve, they use a 1 to 32 split, meaning one fibre can split to 32 users. The splitters are allocated based on the Network Planning as Openserve builds in the area, so if the site has about 200 home passes, it will be 200 divided by 32, which will end up with about 5 or 6 splits installed.

During the build, some homes won't give access to Openserve and are removed from the networking planning. Later, You will find that those owners or new owners want fibre; these are the people connected to the spare fibre available, sometimes even existing owners for their cottage{second line}.
So, in your case, the previous owner had fibre, but when they cancelled, Openserve may have connected someone already, and it is unfortunate that we now have to wait for the planning team to allocate more spare fibre.

 

[NeviC]

I cannot wait any more.
Is it possible for me to get an estimate on the time when more fibre will be available?

 

[Afrigirl]

I cannot wait any more.
Is it possible for me to get an estimate on the time when more fibre will be available?

We have asked our Openserve Service Manager to give us the estimated turn around time.

 

[Anelist]

I cannot wait any more.
Is it possible for me to get an estimate on the time when more fibre will be available?

How is your reception, Afrihost can help you with an uncapped month to month lte package or something while you wait, rather than rack up so much data bill. I did this at some stage and it was openserve & spare fiber stuff. Took about 3 months for Open Serve to sort it out. But in your case, it may be a different case altogether. Good luck

 

[Snyper564]

How is your reception, Afrihost can help you with an uncapped month to month lte package or something while you wait, rather than rack up so much data bill. I did this at some stage and it was openserve & spare fiber stuff. Took about 3 months for Open Serve to sort it out. But in your case, it may be a different case altogether. Good luck

also telkom mobile has a month to month 2tb deal for less than 800...

 

[NeviC]

I've cancelled my order with Afrihost.
Placed an order with Rain this morning, popped into their store and collected a 5G device - was up and running within 3 hours of placing the order. Just hope the connectivity is okay.

 

[Anelist]

I've cancelled my order with Afrihost.
Placed an order with Rain this morning, popped into their store and collected a 5G device - was up and running within 3 hours of placing the order. Just hope the connectivity is okay.

Lets' hope the rain showers you with unlimited & reliable connectivity