Afrihost-Openserve pathetic service

I have been for two weeks trying to migrate my line. Every person i talk too has a different solution. Blaming openserve etc. I have requested on numerous occasions for help. Below is the conversations with Afrihost. I am about to loose my job over not being connected to the internet and being forced to work from home. These big corporates are only to quick to debit your acc at the end of the month. However when it comes to providing a service it has been pathetic short of driving to the head office in Rivonia i don't know what to do. Very disappointed Gian, you talk a big game but follow through like an amateur!

Thanks for your patience, you have now been connected with Jackson R. Closed Good day. Thank you very much for your time and patience, is there anything else I can help you with? Pls check my acc and make sure the transfer of fiber from one property to the new property has been completed properly and is underway. Transfer? Yes I have cancelled my line where I stay currently and reqq a requested a new line at the new residence Okay, Are you moving? Yes Or changing ISP's. Thank you. Please provide me with your primary email address to check for you. At the new residence they only have openserve *** Okay, you will need to sign up for that one. Are you still there? I have Did you check my acc? I saw it. Is it correct ? You need to cancxel the other one. I have cancelled it. It expires at the end of the month as I have paid for it. That is fine Okay, No problem. Is there a fibre box where you guys are moving to? Yes Okay, Please send me a picture if you can. Ok will be going there soon will send a pic to this feed Okay, No problem. I only see that it's ordered as a new install. I need the picture to confirm if I may need request for the order to be changed to migrate or not. Are you still there? I understand you may need a bit more time to get back to me. Once you're ready to continue this chat, please message us back and we'll do our best to assist you. Thanks for chatting to Afrihost via WhatsApp. We'll connect you to the next available chat operator as soon as possible.

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https://help.afrihost.com If you are no longer in need of assistance, please reply with CLOSE and we'll close this chat. Alternatively, please wait to be connected to an operator for assistance. Thanks for your patience, you have now been connected with Larry S. Hi there Bruce How are you? Are you still there? I understand you may need a bit more time to get back to me. Once you're ready to continue this chat, please message us back and we'll do our best to assist you. please advise if all is in order with the migration/transfer of my fibre from my old property to my new property at the end of june Thanks for chatting to Afrihost via WhatsApp. We'll connect you to the next available chat operator as soon as possible.

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https://help.afrihost.com If you are no longer in need of assistance, please reply with CLOSE and we'll close this chat. Alternatively, please wait to be connected to an operator for assistance. Thanks for your patience, you have now been connected with Lesego K. please advise if all is in order with the migration/transfer of my fibre from my old property to my new property at the end of june I trust you're well. Did you sign up for the new property? Yes I was asked to take a picture of the fiber box to see if it was a new install or migration at the moment on the system it is listed as new. Please confirm your ID number. My reg email is *** *** Please provide me a B-number. Are you still there? I understand you may need a bit more time to get back to me. Once you're ready to continue this chat, please message us back and we'll do our best to assist you. What is a B-number Thanks for chatting to Afrihost via WhatsApp. We'll connect you to the next available chat operator as soon as possible.

While you wait to be connected, please send us your ID Number and Afrihost Account Number.

Thanks for your patience.

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https://help.afrihost.com If you are no longer in need of assistance, please reply with CLOSE and we'll close this chat. Alternatively, please wait to be connected to an operator for assistance. Thanks for your patience, you have now been connected with Germaine H. Good Afternoon how may i assist you today. Good Afternoon how may i assist you today. Are you still there? I understand you may need a bit more time to get back to me. Once you're ready to continue this chat, please message us back and we'll do our best to assist you. Hi - Please can you assist me with my fibre line migration to my new property. I havent heard from openserve an am concerned about this Thanks for chatting to Afrihost via WhatsApp. We'll connect you to the next available chat operator as soon as possible.

While you wait to be connected, please send us your ID Number and Afrihost Account Number.

Thanks for your patience.

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https://help.afrihost.com If you are no longer in need of assistance, please reply with CLOSE and we'll close this chat. Alternatively, please wait to be connected to an operator for assistance. there is a fibre line in the property already we just need to service migrated. please can you assist Thanks for your patience, you have now been connected with Phakamisani T. Hi my email is *** i have requested a new fibre line at our new property however i think that we only need to migrate our line as their is a fibre box at the new residence At the current property we are with Vuma and the new property has Openserve only so i requested a line with openserve I am really just wanting to follow up to see where we are at with the moving of the line as being connected is critical to my work Hi - Okay awesome. So there is a device installed inside the house? Yes a fibre to Cat 5 box Thank you s much. I suspect that the previous owner left with the ONT device so the order is fine as new "New Install" because they need to install a new ONT device. Please hold on, while I check the status. ok thanks i have a router and ONT device at my current residence Okay. When you leave, please leave the ONT device and only move with the router. I'm checking the status of the Openserve order. I suspect that there was an error with this order. I'll confirm shortly. ok thanks My pleasure. Is there an issue with the order? Thanks a lot for holding. Yes, the system keeps failing to place the order. I'm now overriding it and placeing the order manually. Apologies for the inconvenience caused. ok Thanks, delivery time? I expect it to be next week since it's already Thursday today. ok thanks. Were you able to do a manual on the system? I'm almost there. can you please confirm if the Randpark Ridge is in Roodeport? Apologies for the delays. Thats correct Thanks a lot. I'll update you shortly. Thanks thanks a lot for holding. Is that the correct complex on the picture below? The Complex name is Eagle Rock and is situated as below Okay, thanks. I suspect that the address is what caused the errors. I just want to be sure that it's 100% accurate to avoid any further delays. We are number 25 I appreciate your effort and diligence Perfect. thanks a lot. I'm on it. Are you still there? I have requested my supervisor to place this order from his end. The Openserve system is not giving me the Compex details as it should. I'm sure he will have a workaround. yes Have you tried VUMA? Ok pls let me know will someone come back to me? I will update you once the order has been placed successfully. Let me check Vumatel as well. My supervisor is also not able to find the complex. As much as Openserve is available in that area, I'm beginning to suspct that the complext is covered by Vumatel. I have requested my supervisor to check if that is the case because Vumatel is also available in that area. Are you still there? Yes Thanks a lot. My supervisor has just confirmed that Vumatel doesn doesn't have this complex on their portal, so that leaves us with Opsnserve. He advised that I request a proof of address from you but I'm not sure if you'll have it since you haven't moved in yet. I was told by the previous owner they were with openserve Okay, thanks a lot. I'll make sure this order gets placed. There must be a way to place it as there was an Openserve service before. i'll keep you posted. Thank you My pleasure. Are you still there? Yes Thanks. I'll keep you posted. Cheers I'll drop you an email once the order is confirmed. Have a lovely day further and stay safe. cheers. Thanks can I close this chat? Yes we can close for now. Ciao. Close CLOSED Thanks for chatting with us on WhatsApp. If you have a minute, we would love your feedback on your experience. Please visit https://whatsapp.afrihost.com/feedback/chat-5601a723927 Hi - Please can you assist me re my fibre. My reference number is LAA-***1 Thanks for chatting to Afrihost via WhatsApp. We'll connect you to the next available chat operator as soon as possible.

While you wait to be connected, please send us your ID Number and Afrihost Account Number.

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https://help.afrihost.com If you are no longer in need of assistance, please reply with CLOSE and we'll close this chat. Alternatively, please wait to be connected to an operator for assistance. My reference number is LAA-***1 how far are they with this? We have moved into the new property and are sitting with Kids who need internet and myself who is working of my phone for my international meetings and business Thanks for your patience, you have now been connected with Pitsetsi M. Good day, Trust that you are well . May you kindly provide me with your ID number, Afrihost account number or email address linked to the account, please. *** Thank you My reference number is LAA-***1 how far are they with this? We have moved into the new property and are sitting with Kids who need internet and myself who is working of my phone for my international meetings and business reff number LAA-***1 escalation is still open with openerve and fibre ops will request for an update for you Are you still there? Yes follow up request logged sincere apologies on any and all inconvenience caused so far , i hope all gets resolved please have a lovely day further Thank you Most welcome Thanks for chatting with us on WhatsApp. If you have a minute, we would love your feedback on your experience. Please visit https://whatsapp.afrihost.com/feedback/chat-5ee***0 Hi - Please can you assist me? Thanks for chatting to Afrihost via WhatsApp. We'll connect you to the next available chat operator as soon as possible.

While you wait to be connected, please send us your ID Number and Afrihost Account Number.

Thanks for your patience.

https://help.afrihost.com - Get sorted now! Due to high volumes it may take us a little while to connect you to an available WhatsApp helper.

Our Help Centre may have the solution you're looking for, please have a look while you wait to get connected.

https://help.afrihost.com If you are no longer in need of assistance, please reply with CLOSE and we'll close this chat. Alternatively, please wait to be connected to an operator for assistance. Thanks for your patience, you have now been connected with Pumeza S. Hi Pumeza Hi there, How can I help you ? I urgently need your help with my Fibre. Openserve were supposed to install my line at my new house so i can work and not sure what is happening. my id is *** Did they schedule the appointment ? not yet havent been called Let me check, Please hold on . Thank you I sent it to my supervisor to send an escalation to our service manager at openserve , We seem to having issues with locating your complex. openserve installed the fibre here i can send you a pin drop Yes please send so I can send it to my supervisor. the complex name is Eagle Rock, Eastwood Ave, Randpark Ridge https://maps.google.com/maps?q=-26.***%2C27.***&z=17&hl=en Please hold on . sure I sent the details to my supervisor she will try placing an order and once it placed we will SMS you but we sent an escalation to our Fibre As well but Openserve portal is slow so there will be a delay and once the order is placed we will SMS you. oh wow thats not great! this has been going on for over a week. I am working off my cellphone, Tell Gian that i think i am ready to find another solution! I cant communicate with Gian directly but I sent the account to my supervisor, She will attempt to place an order and once I have feedback you will be emailed.

Please accept my sincere apology for any inconvenience caused. Thank you for your efforts just super frustrating... You are welcome, Is there anything else I can help you with? Nope thats it. Thanks once again Only a pleasure, I hope you have a great day further. Thanks for chatting with us on WhatsApp. If you have a minute, we would love your feedback on your experience. Please visit https://whatsapp.afrihost.com/feedback/chat-5f*** Hi - Please can you assist me? I really need my fibre sorted out its been tow weeks now! Thanks for chatting to Afrihost via WhatsApp. We'll connect you to the next available chat operator as soon as possible.

While you wait to be connected, please send us your ID Number and Afrihost Account Number.

Thanks for your patience.

https://help.afrihost.com - Get sorted now! Due to high volumes it may take us a little while to connect you to an available WhatsApp helper.

Our Help Centre may have the solution you're looking for, please have a look while you wait to get connected.

https://help.afrihost.com If you are no longer in need of assistance, please reply with CLOSE and we'll close this chat. Alternatively, please wait to be connected to an operator for assistance. Hi - Please can you assist me? I really need my fibre sorted out its been tow weeks now! Thanks for your patience, you have now been connected with Sinah K. Hi Sinah Hi there Bruce, how are you? I urgently need your help. I am borderline going to loose my job with my company in London due to no internet access I keep getting told that someone will come back to me and it will get sorted out but nothing happens Can you kindly provide me with your ID number so I can access your account *** i have moved into a new complex. Openserve did the fiber and there is a point in the house. I have my exsisting router but it seems the previous owner the tooke the fiber to cat 5 box. i was told to leave mine at the previous property i just need to be connected again I see that we cannot locate your complex on the Openserve portal how is that possible when they installed the fiber? If you type in Eastwood Ave and then select Eagle Rock can you get someone to call me, this is ridiculous Do you have Fibre in your unit? yes You can submit a Call Me Back request in ClientZone or via our website and one of our support agents will contact you as soon as they can.

Submit a Call back request via ClientZone Log into ClientZone. Click on the ‘Support’ tab. Click on Request a Call Me Back. Enter your contact details, the product that you need help with and when we should contact you. Once done, click on the ‘Call Me Back’ button to submit your request.

https://help.afrihost.com/topic/clientzone/how-to-request-a-call-me-back Then why did you select new installation if you already have Fibre? Can you please send me a picture of your ONT i have no idea ont is not here only the below i can go and get my ont from the previous property Then there is no Fibre in your unit The black wire is the fibre That is a termination point You need an ONT i have one at my old property should i go and get it and connect it? No it doesn't work like that You need Openserve to come and install one for that unit ok so how do we get openserve to install one for the unit Like I said we cannot locate your complex to place an order

I have asked my supervisor to ask the department that places order to contact Opeserve thats not good enough this needs to be sorted out today please two weeks i have been waiting We apologies for the inconvenience caused by this thats not good enough. I need someone to sort this out please how can you not find my property ? I have escalated for this to be sorted out thats what i have been told for two weeks Fibre ops has not responded to the escalation that was done last week no nothing has been done, like i said i am about to loose my job. And the Openserve portal was broken for the past 2 weeks