WhatsApp support

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Hanzo

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I have regular disconnections on my line, and I resort to using the WhatsApp support channel. It used to be the best line of support.
Each time it takes me at least 1 hour of my time to provide diagnostics to the support agent.
1. Send pictures of lights
2. Switch off router for 10 minutes
3. Ipconfig with laptop plugged in
4. pathping with laptop plugged in
5. Sometimes hard reset of the router

I'm not sure if this is the process to log a fault at every ISP, but for me to do this on an almost monthly basis is insane.
I have probably did this at least 10 times. And every single time it ends up with the support agent logging an issue with the FNO

The once I did not have a laptop with me, and the support agent said that he can't do anything because I won't be able to diagnose.
 
Hanzo said:
I have regular disconnections on my line, and I resort to using the WhatsApp support channel. It used to be the best line of support.
Each time it takes me at least 1 hour of my time to provide diagnostics to the support agent.
1. Send pictures of lights
2. Switch off router for 10 minutes
3. Ipconfig with laptop plugged in
4. pathping with laptop plugged in
5. Sometimes hard reset of the router

I'm not sure if this is the process to log a fault at every ISP, but for me to do this on an almost monthly basis is insane.
I have probably did this at least 10 times. And every single time it ends up with the support agent logging an issue with the FNO

The once I did not have a laptop with me, and the support agent said that he can't do anything because I won't be able to diagnose.
Click to expand...
@Afrigirl @AfriGuy they'll probably respond on Monday but they'll sort you out
 
Hanzo said:
I have regular disconnections on my line, and I resort to using the WhatsApp support channel. It used to be the best line of support.
Each time it takes me at least 1 hour of my time to provide diagnostics to the support agent.
1. Send pictures of lights
2. Switch off router for 10 minutes
3. Ipconfig with laptop plugged in
4. pathping with laptop plugged in
5. Sometimes hard reset of the router

I'm not sure if this is the process to log a fault at every ISP, but for me to do this on an almost monthly basis is insane.
I have probably did this at least 10 times. And every single time it ends up with the support agent logging an issue with the FNO

The once I did not have a laptop with me, and the support agent said that he can't do anything because I won't be able to diagnose.
Click to expand...
@Hanzo Hi. I have the ticket reference from Saturday and have asked to be CCed so I can follow up and share feedback as soon as received.
 
So I have the same issue with Afrihost WhatsApp support. Not on a monthly basis but pretty regularly. And agent tells me the system doesn’t allow them any other options. And even after forcing me to reset PPPoE password nothing works and finally a few hours later internet is back. So clearly an openserve issue but agent always refuses to consider that and always forces all of the testing. Today after a hour and a half off all of this back and forth and even asking me to factory reset my ubiquiti router finally acknowledged that the openserve line test was showing line down and so needs to open a ticket with openserve.

Why is the assumption here always that the router is somehow misconfigured even though internet has been stable for weeks?

Can this process be changed to be more efficient?
 
I face the same recurring problem. It's become discouraging to report issues to them since my internet is consistently off every week. Dealing with the hassle of taking photos each time I report a problem is tiresome, considering the limited space on my phone. Over the past year, I've experienced more downtime than actual working time. Afrihost and Vuma seem indifferent to the issues and I doubt Afrihost is even aware of the outages (Bet you they cannot name 5 days this year where the internet wasn't working). Interestingly, Supersonic and Cool Ideas are the only 2 companies that consistently updates our complex group by actually communicating with our complex manager. Considering this, I'm strongly considering switching because Afrihost has provided no solutions and only added to my frustration with their photoshoot requirements.

Edit: Oh, l'd like to add that I was without internet on Tuesday and Wednesday, and it was only restored on Thursday. (Again, bet they didn't even know about it). Unfortunately, as of an hour ago (Friday), we're experiencing another outage. Not the ideal beginning to a long weekend. Thanks, Vuma and Afrihost.
 
Last edited:
Goatcheese said:
I face the same recurring problem. It's become discouraging to report issues to them since my internet is consistently off every week. Dealing with the hassle of taking photos each time I report a problem is tiresome, considering the limited space on my phone. Over the past year, I've experienced more downtime than actual working time. Afrihost and Vuma seem indifferent to the issues and I doubt Afrihost is even aware of the outages (Bet you they cannot name 5 days this year where the internet wasn't working). Interestingly, Supersonic and Cool Ideas are the only 2 companies that consistently updates our complex group by actually communicating with our complex manager. Considering this, I'm strongly considering switching because Afrihost has provided no solutions and only added to my frustration with their photoshoot requirements.

Edit: Oh, l'd like to add that I was without internet on Tuesday and Wednesday, and it was only restored on Thursday. (Again, bet they didn't even know about it). Unfortunately, as of an hour ago (Friday), we're experiencing another outage. Not the ideal beginning to a long weekend. Thanks, Vuma and Afrihost.
Click to expand...
Hi.
I am sorry you have had a bad experience with our support team.
We update our Network Status page as soon as the outage is confirmed with the FNO and send SMSes to the affected clients.
 
Afrigirl said:
Hi.
I am sorry you have had a bad experience with our support team.
We update our Network Status page as soon as the outage is confirmed with the FNO and send SMSes to the affected clients.
Click to expand...
I haven't received any SMSes, updates or information. The only update I received was yesterday when the internet came back on, otherwise, I would still be in the dark about what's going on. I am unsure whether Afrihost or Vuma is worse in this regard. This is an ongoing problem and it appears that no one is willing to find a solution.
 
Morning

I continuously have the same issue with Afrihost WhatsApp support team and it is frustrating.

This morning woke up with no internet access, rebooted the router and still nothing.

Saw on our community WhatsApp group that i am not the only one having the issue as it is a area issue.

Been communicating with WhatsApp support agent for 40min doing the usual tests and i still told him that it is a area fault with no success.

I am frustrated.
 
unobeat said:
Morning

I continuously have the same issue with Afrihost WhatsApp support team and it is frustrating.

This morning woke up with no internet access, rebooted the router and still nothing.

Saw on our community WhatsApp group that i am not the only one having the issue as it is a area issue.

Been communicating with WhatsApp support agent for 40min doing the usual tests and i still told him that it is a area fault with no success.

I am frustrated.
Click to expand...
Who is the FNO?
The only outage we have confirmed for this morning is Vuma; Winterveld, Pretoria, Gauteng.
 
unobeat said:
Vuma, PTA Soshanguve
Click to expand...
Event ID:
NWI-20665
Current Status:
New Incident Identified. Technicians Investigating


Tue 19th December 2023 - 08:42:33
From: PHALA, JUDY PJ Problem: 10329793 Team is still waiting for a go ahead for them to start working on site.
 

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Afrigirl said:
Event ID:
NWI-20665
Current Status:
New Incident Identified. Technicians Investigating


Tue 19th December 2023 - 08:42:33
From: PHALA, JUDY PJ Problem: 10329793 Team is still waiting for a go ahead for them to start working on site.
Click to expand...
Thanks for the update
 
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