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Afrihost Fibre Failure

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Jun 28th, 2017
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  1. 12 JUNE 10:55
  2.  
  3. Morning, I placed an order for FTTH installation in Claremont, CPT 3 weeks ago. Can I please get an update? Account user name = *********@afrihost.co.za and invoice no. IN12851586.
  4.  
  5. Afrihost
  6.  
  7. Hi *******, I'll follow up with our Fibre Team and ask for feedback> 🙂 ^SP
  8.  
  9. Thanks, please let me know.
  10.  
  11. Afrihost
  12.  
  13. Will do. 🙂 Your escalation reference is IUG-313-89350. ^SP
  14. 👍
  15.  
  16.  
  17. 13 JUNE 15:43
  18.  
  19. Anything yet?..
  20.  
  21. Afrihost
  22.  
  23. Evening *******,
  24.  
  25. We're waiting for feedback from Openserve. We should get an update soon. ^E
  26.  
  27.  
  28. 14 JUNE 14:20
  29.  
  30. How goes it?..
  31.  
  32. Afrihost
  33.  
  34. Afternoon *******,
  35.  
  36. It doesn't look like we've gotten any updates from Openserve yet. 😞 I'm going to ask our Team to urgently follow up on this. ^E
  37.  
  38. Thanks, please let me know.
  39.  
  40. Afrihost
  41.  
  42. Will do! ^E
  43.  
  44.  
  45. 19 JUNE 07:10
  46.  
  47. Morning, I placed an order for FTTH installation in Claremont, CPT 4 weeks ago. Can I please get an update? Escalation reference is IUG-313-89350, other details available above. Honestly, it's getting ridiculous now!
  48.  
  49. Afrihost
  50.  
  51. Morning *******
  52.  
  53. Our Team has requested a reference for your order, but unfortunately Telkom have not yet responded. I've asked that they continue to try push them today. ^D
  54.  
  55. It has to be before end of month. The installation is for my father and he will be away on holiday thereafter.
  56.  
  57. Afrihost
  58.  
  59. Unfortunately I do not have any ETA's at this stage, but I can assure you our Fibre Team will continue to push them regarding this order. 🙂 ^D
  60.  
  61. PLEASE.
  62.  
  63. Afrihost
  64.  
  65. Once we have feedback from Telkom, we'll be able to communicate it with you. 🙂 ^D
  66.  
  67.  
  68. 20 JUNE 09:18
  69.  
  70. Morning, is there no way for me to follow up with Telkom myself? I feel like you're not really doing anything to speed the process along. 😕
  71.  
  72. Afrihost
  73.  
  74. I'm afraid not. I'm not sure if Telkom has access to Openserve orders. ^E
  75.  
  76. Openserve then?..
  77.  
  78. Afrihost
  79.  
  80. We aren't able to provide you with the direct number for our Openserve Service Manager. ^E
  81.  
  82.  
  83. 20 JUNE 13:28
  84.  
  85. I assume that would open the floodgates to the hundreds (thousands?) of customers currently waiting on them
  86.  
  87. Afrihost
  88.  
  89. 😞 I do believe that's the reasoning, yes. ^E
  90. That's a brave admission to commit to writing. Please do what you can to get the service installed within the next 10 days. It's critical that it happens within that window for reasons mentioned previously. I don't think that's an unreasonable request and I'm sure you must be tired of my continuous prompting.
  91.  
  92. Afrihost
  93.  
  94. We'll do our best to make sure that the Fibre installation is completed as quickly as possible. ^E
  95.  
  96.  
  97. THURS 13:33
  98.  
  99. Hello, have you received any progress on the above from Openserve on the installation? Please can you prompt them further and let me know.
  100.  
  101. The escalation reference is IUG-313-89350, the good of which I've failed to understand if there's no new response as a result of it.
  102. 😡
  103.  
  104. Afrihost
  105.  
  106. Hi there *******. I can see that there hasn't been any response yet. 😞 I've asked our Fibre Team manager to look into this for you personally and revert back to me with an answer. ^SP
  107. 🙏
  108.  
  109. Afrihost
  110.  
  111. :) (y)
  112.  
  113. Please let me know.
  114.  
  115. Afrihost
  116.  
  117. We will do! ^E
  118.  
  119. When?..
  120.  
  121. Afrihost
  122.  
  123. The moment that we receive the update we will let you know. 😞 ^E
  124.  
  125. I would like something a little more concrete. I've been waiting for the better part of 5 weeks.
  126.  
  127. How can you offer a service and not give any sort of progress report after so much time? It's ridiculous, especially when so much of the written content on your site talks about delivering customer satisfaction.
  128.  
  129. Afrihost
  130.  
  131. Hi *******. Our Fibre Team have confirmed that there is a big order backlog on Openserve's side and that your one order had to be processed manually on their side - hence the delay. 😞 Our fibre manager has confirmed that they will contact you via phone tomorrow morning to update you and consolidate. 🙂 ^SP
  132.  
  133. (y)
  134.  
  135. Afrihost
  136.  
  137. (y)
  138.  
  139.  
  140. FRI 09:27
  141.  
  142. STILL WAITING ON THAT CALL. PLEASE DIRECTED TO MY FATHER, ******* ***** ON *** *** ****
  143.  
  144. Afrihost
  145.  
  146. Our Fibre Ops manager confirmed that he would give you a call - please give a chance to do so ^s
  147.  
  148. You said morning, it's afternoon now.
  149.  
  150. Afrihost
  151.  
  152. Our Fibre Manager will call you today still. ^E
  153.  
  154. Thanks, please note the above contact details. Please do *not* call me on my mobile, I will be largely offline.
  155.  
  156. Afrihost
  157.  
  158. I"ve sent through your father's details through to our Fibre Ops manager. 🙂 ^D
  159.  
  160. (y)
  161.  
  162. Afrihost
  163.  
  164. (y)
  165.  
  166.  
  167. SAT 18:49
  168.  
  169. Hello - my father has not yet heard from your Fibre Ops manager, despite the above assurance. I am currently away on business, I hope you follow up and make it right within the next day. I will be sitting on you until you do.
  170.  
  171.  
  172. MON 05:08
  173.  
  174. Afrihost
  175. Morning *******, I'll make sure to follow up with the Fibre Ops team regarding this. ^D
  176.  
  177.  
  178. MON 08:02
  179.  
  180. Please! So far all I've gotten are words without results.
  181. Afrihost
  182. We've updated the escalation with your fathers contact details. As stated we'll make sure the Fibre Ops manager looks into this. ^D
  183.  
  184.  
  185. MON 14:06
  186.  
  187. When will he get the call and update? Today still?..
  188. ???
  189.  
  190. Afrihost
  191.  
  192. The moment our Team has an update they will contact your Father. ^E
  193.  
  194.  
  195. MON 16:15
  196.  
  197. When will that be?? How can you continue to not deliver service? It's ridiculous! Please scroll up and read the correspondence to date. IT'S BEEN 5 WEEKS TODAY SINCE THE INITIAL APPLICATION!
  198. NOT SO MUCH AS A COURTESY CALL HAS BEEN MADE! THE LACK OF FOLLOW UP IS NOT GOOD ENOUGH. I AM GOING TO PUBLISH THE ABOVE EXCHANGE FROM THE LAST 3 WEEKS ONLINE UNLESS SOMETHING TANGIBLE IS CONJURED IN THE NEXT 24 HOURS.
  199. 😡
  200.  
  201. Afrihost
  202.  
  203. Hi *******. I am sorry to hear that you are so upset. 😞 I can assure you that our Fibre Team are aware of your issue and are doing their best to expedite your order. I'll ask the,m to contact your father ASAP. ^SP
  204.  
  205. Good. I can't believe it has to come to unpleasantness. I have my plate full during the day and this is the last thing I need at the end of it.
  206.  
  207. Afrihost
  208.  
  209. I understand. Our Fibre team will be in touch. ^SP
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