Why is Afrihost + Vumatel support so bad?

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Oronis

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So I keep seeing Afrihost ranked high on MyBroadband polls and rankings, and yet I consistently get bad service from them.

Is it the combination of Afrihost + Vumatel that's the problem, am I in some support black hole, or is it just that the people voting have never actually had to deal with these companies' support functions and thus the high rating?

I would move away from them, but my current issue is on the Vumatel side. Getting access to their support is blocked behind the need to go via your ISP support channels, so it doesn't necessarily solve my problem, but might get me some better client service.
 
Oronis said:
So I keep seeing Afrihost ranked high on MyBroadband polls and rankings, and yet I consistently get bad service from them.

Is it the combination of Afrihost + Vumatel that's the problem, am I in some support black hole, or is it just that the people voting have never actually had to deal with these companies' support functions and thus the high rating?

I would move away from them, but my current issue is on the Vumatel side. Getting access to their support is blocked behind the need to go via your ISP support channels, so it doesn't necessarily solve my problem, but might get me some better client service.
Click to expand...

Hi,

Sorry for the issues you are experiencing.

I would like to assist.

What seems to be the issue that you are facing?
 
The general issue is that one has to keep having to relog the same issue over and over again. It doesn't seem like Afrihost's support functions can see past (or even current tickets). Every time you start from scratch.

My current issue is just another example of this: It never gets solved, but when I try to follow up, I don't get an update, but instead get forced into a new cycle of being asked to run the same tests and process steps, just to get back to a new ticket being logged with Vumatel, and nothing gets fixed.

I had the same experience when trying to address an issue last year, and the same thing now. I've gone through the steps about 5 or 6 times now. Eventually, we get back to the "we'll log a ticket with Vumatel" moment. Sometimes a Vumatel person comes out to do something, inevitable they leave without having fixed anything. Then when I follow up, the ticket has disappeared and I'm back to starting the process all over.

My current issue is that my Fibre line drops for about 1-3 minutes at a time, a few times a day. It doesn't happen predictably. Some days it doesn't happen at all, and on others, it happens multiple times in an hour. It's not the end of the world, because it's just a few minutes, but it's been going on for months now.
 
Oronis said:
The general issue is that one has to keep having to relog the same issue over and over again. It doesn't seem like Afrihost's support functions can see past (or even current tickets). Every time you start from scratch.

My current issue is just another example of this: It never gets solved, but when I try to follow up, I don't get an update, but instead get forced into a new cycle of being asked to run the same tests and process steps, just to get back to a new ticket being logged with Vumatel, and nothing gets fixed.

I had the same experience when trying to address an issue last year, and the same thing now. I've gone through the steps about 5 or 6 times now. Eventually, we get back to the "we'll log a ticket with Vumatel" moment. Sometimes a Vumatel person comes out to do something, inevitable they leave without having fixed anything. Then when I follow up, the ticket has disappeared and I'm back to starting the process all over.

My current issue is that my Fibre line drops for about 1-3 minutes at a time, a few times a day. It doesn't happen predictably. Some days it doesn't happen at all, and on others, it happens multiple times in an hour. It's not the end of the world, because it's just a few minutes, but it's been going on for months now.
Click to expand...

Hi,

Intermittent faults usually takes longer to resolve because the fault is not clear and obvious like a line down fault and would require multiple tickets and tests done to show there is an issue. Logging a fault gives us an ISP ticket reference. If Vuma responds and we do not dispute or provide further tests after 3 days the fault is auto closed and a new ticket needs to be logged.

I would like to assist with the issue you are experiencing.

Can you please send me your email address so I can have a look for you?
 
Good Day

@Oronis- The issue you are experiencing with your fibre line is the exact issue i constantly have with my internet connection and i have given up to get a resolution that fixes the issue permanently as Afrihost Support have failed to provide efficient support to troubleshoot and assist effectively.

One consultant at Afrihost even told me that it could be that multiple devices are streaming and performing updates which causes the line to reset/ disconnect which did not make sense to me.

I have been experiencing the issue since November 2021 with no resolution and i have learnt to live with it.
Our infrastructure is also with Vumatel and my ISP is Afrihost
 
unobeat said:
Good Day

@Oronis- The issue you are experiencing with your fibre line is the exact issue i constantly have with my internet connection and i have given up to get a resolution that fixes the issue permanently as Afrihost Support have failed to provide efficient support to troubleshoot and assist effectively.

One consultant at Afrihost even told me that it could be that multiple devices are streaming and performing updates which causes the line to reset/ disconnect which did not make sense to me.

I have been experiencing the issue since November 2021 with no resolution and i have learnt to live with it.
Our infrastructure is also with Vumatel and my ISP is Afrihost
Click to expand...

Hi,

I want to have a look into the issue for you.

Can you send me a pm with your email address so I can investigate further?
 
Oronis said:
So I keep seeing Afrihost ranked high on MyBroadband polls and rankings, and yet I consistently get bad service from them.

Is it the combination of Afrihost + Vumatel that's the problem, am I in some support black hole, or is it just that the people voting have never actually had to deal with these companies' support functions and thus the high rating?

I would move away from them, but my current issue is on the Vumatel side. Getting access to their support is blocked behind the need to go via your ISP support channels, so it doesn't necessarily solve my problem, but might get me some better client service.
Click to expand...
Hi

Just checking, was your issue ever resolved by VUMATEL and AFRIHOST.

I am internet continuously drops and has gotten worse as it drops a lot now.
 
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