What is the process to follow when fibre is down on weekend?

+1 vote
My Fibre has been down since Friday.

I tried making contact in the afternoon and ended up sending a please call me SMS - you guys called 6 hrs later and let the phone ring twice and dropped - never called again.

Saturday, same story.

Impact, my family asked me to cancel and move to different provider if your service is two rings and tick box as if you made any impact.
asked Oct 8, 2017 in Fibre by lphohole (130 points)
same happened to me without the call back from the sms???

1 Answer

0 votes

Hi there,

Apologise for the experince you have had with our support call centre.

To try resolve your fibre issue you can take the following steps:

Let's first start with the Connections:
1. CPE (client premises equipment) from FTTH provider must be powered up.
2. Your LAN cable must connect CPE to the WAN port on your fibre router.
3. The ethernet "LINK" light must show on the CPE and the WAN port of your router
- If the link light is present, it means that your fibre router is powered up correctly.

Now, let's go over the Configuration: (How your fibre router must be configured)
1. Your Fibre router must get its WAN connection using DHCP (not static anything, and also not PPPoE)
2. Your Fibre router must act as a DHCP server to its LAN connection (ONLY)
3. There should NOT be bridging between the LAN and the WAN port.

Some general Fibre troubleshooting information: (Basic information that will help trouble-shoot this problem)

Please go through the below and fill in the details we can check with the provider for you.
1. What is the MAC address (Your Fibre Router's WAN MAC Address).
2. Do you get an IP address, and what is it?
3. Do you get a gateway address, and what is it?
4. Are you able to ping the gateway address?
5. Please do a traceroute test to somewhere interesting, and bras.afrihost.com.
6. When last did it work? 
- Did it ever work? 
- How long did it work?

Are you able to Browse to https://clientzone.afrihost.com/fibre-activate

Some other stuff for troubleshooting: Normally, your fibre provider has left you with a pamphlet for support or a way to contact them to release an IP, or to reset something on their side.

If you are able to get an IP, but not a gateway, can you ping the gateway that would usually be used for that network? 
(Last subnet .1 or .65 or .129 or .193)

If you get an IP of 192.168.x.x address, then either the router is plugged into itself, or you may have picked up an IP from an evil router out there. 
If this happens, then the fibre provider must release the IP address, and you will need to wait for 1 minute (60 seconds) before attempting a new connection.

If your fibre provider cannot get a DHCP lease on you as the client, it might be that your fibre router has issued all its DHCP addresses on the public network. 
Should this happen there will be an absurdly large number of "devices" connected to your router. Perhaps wired. This is where you should ensure that there is no bridging between the public and private network, and that the CPE is not plugged into the private network (e.g.. by a switch).

If you require further assistance please email: support@afrihost.com
or contact Afrihost support on 011 612-7200
or via live chat support on our website
alternatively you may request a call back by smsing the word 'help' to 32541

Thank you

answered Oct 19, 2017 by AfriDazzil (29,240 points)