Why did I lose connectivity when I upgraded?

0 votes
Tuesday 24/03/2020 I upgraded my Fibre line to a 100 MB up and 100 MB down to enable me to work from home during the upcoming lockdown. Just after I upgraded I got a letter from the CEO of Afrihost  to say we can upgrade at no extra cost for the upcoming period.

When I got home that night we had lost connectivity. Also, when visiting the client zone I saw there was an outstanding balance of R103.23 which I paid. Shortly thereafter I saw that the accouns are all in order.

But still we had no connectivity. Wednesday evening 25/03/2020 when I got home we still had no connectivity.

Today 26/03/2020 we still have no connectivity.

We have tried switching the router off and on every morning and every evening.

I contacted support via Whatsapp and spoke to Jackson. He said we needed to switch the router off, leave it for 5 minutes and then switch it back on. which at that moment we could not do because both me and my wife were at our workplaces preparing to work from home during the lockdown. He said that we can do that when we get home and that they are there till 19:00.

When I got home at 18:00 I switched the router off, left it for 5 minutes and switched it on again. STILL NO CONNECTIVITY!!!!

I tried the Whatsapp chat just after 18:00 and got the message
“Thanks for reaching out to us on WhatsApp. Our team is currently offline” WHAT HAPPENED TO BEING THERE TILL 19:00?!?

So Afrihost, Bring the joy!
asked Mar 26 in ADSL by Justxlnt (120 points)
I just upgraded my line 1 hour ago and lost my connectivity too, I also need internet access to work from home so hopefully I have connectivity tomorrow morning.
I just want to give an update that my connectivity came back roughly 2 hours after it went down and only my up speed has changed and my down speed is still the same, I upgraded from 20 down 2 up to 100 down 10 up. They did say it is only meant to take effect at midnight so lets see what happens although strange that the up would have changed immediately and not the down?

I hope I still have connectivity in the morning, if i don't have the 100 down by tomorrow morning guess I will be making a call.
Some Feedback on this question

After I posted the question and some other emails, including a reply on the letter from the CEO, I got a call at 9:00 PM on Thursday from a technician. After about 2 hours, we finally had it up and running at full speed. I wanted to check the stability over the weekend and that is why I only post feedback now. Speed dropped down a bit but that is understandable due to the undersea cable being broken again.

There was 1 disconnection this morning but came back on after I switched the fibre box and router on and off again.

Otherwise, all seems good.

1 Answer

0 votes

Good day

I trust you are well and that the matter is sorted.

Kindly use the direct support channels for a quicker resolution:

https://help.afrihost.com/topic/clientzone/afrihost-help-support-channels

If you require further assistance,   

please send a message to our WhatsApp helpline: https://whatsapp.afrihost.com  

or visit our Help Centre: https://help.afrihost.com/  

or see our FAQ page: http://faq.afrihost.com

answered Mar 30 by Nino (21,060 points)
...