Afrihost is usually good, but I am disappointed!

My fibre Internet went down yesterday afternoon (around 12h30 20 Feb). I phoned/whatsapped Afrihost and got the usual "please switch everything off for 5 minutes".

Turns out that there is a Vumatel issue in Randburg/Ferndale which has to do with some or other work Vumatel is doing from 19 Feb to 23 Feb. I asked why there hasn't been any comms... but the person doesn't know.

I then asked how I can track the progress to see when it will be done. Apparently I should check the "status page". I asked where this page is and was given a URL. I mentioned that said page contains no mention of the outage and was told that they are only now aware of it and it will be added.

This morning I checked again and still no mention of an outage. I contacted the whatsapp chat again and asked if the outage has been sorted yet and why there is no mention on the status page. I was given the whole "switch everything off for 5 minutes" routine again and checking this and that and then, finally, after 30 minutes was told... wait, there's an outage. I'm like "yeah, I asked 30 minutes ago". I was told that only the major issues appear on the Afrihost status; else I need to check the Vumatel status. Vumatel also has nothing about this outage and, but all accounts, an issue affecting Randburg is not a big deal.

Anyway, still waiting for my fibre to get sorted. Typically Afrihost has decent service and I have a couple of services that I use them for, but this is just absolutely poor.

The "support" appear to be working of pre-defined scripts and stock-standard responses without understanding anything... well, I guess we need to get used to this level of "service" in South Africa.