Afrihost - Pure Fibre Feedback Thread Part 2

Readsalot said:
And once again, my internet keeps dropping. What is this and why is it becoming a regular issue now?
Click to expand...

You know what Afrihost just told me? If I want internet, I need to go and get a laptop and plug it into the network so can find the problem myself. That's what I'm paying Afrihost for: A subpar service (edit: product) and nonexistent service.
 
Readsalot said:
You know what Afrihost just told me? If I want internet, I need to go and get a laptop and plug it into the network so can find the problem myself. That's what I'm paying Afrihost for: A subpar service (edit: product) and nonexistent service.
Click to expand...

I can believe that.

I've troubleshooted with:
4x Cat6 cables plugged into 3 different routers (2 Huawei routers supplied by Afrihost, 1 TP-Link that I bought)
>Problem occured no matter the setup. My router and cables were blamed so I tried a new cable straight from my laptop to the ONT, problem occured again.

Afrihost's reply? It's my problem.

This isn't just Whatsapp, this is via calls, emails as well as PM's to Afriguy, AfriNatic and Afrigirl. I no longer have the button to PM AfriNatic. I also had to send a follow-up PM to Afrigirl after she ignored my message for an entire week. Her response was that MF said "they see no fault on their end" and that she didn't escalate it as that would charge me a callout fee as the problem was on my end... like, why not give me the choice or at least update me?

I would have happily paid the callout fee if it was on my end as I'd have at least found a solution - and most likely have been cheaper than what I've had to spend on mobile data to simply do my job.

Useless idiots. 3 more gotdam days of Openweb Afrihost to go and I can finally move on to an ISP willing to do a callout as soon as they have my line.
 
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Anyone else having difficulty submitting support tickets?

The window just turns blank like this and then nothing happens further when clicking on the 'Submit' button.

Afrihost Support Blank.png
 
Hummercellc said:
So, are the AfriTeam no more? no posts at all?
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Not good news if true:

The feeling that the "Golden Age" of Afrihost forum representatives has ended isn’t just your imagination. While names like Afriguy, Afrigirl, and AfriNatic were once the backbone of the MyBroadband forum support, their presence has shifted significantly over the last year.

There are a few key reasons why they seem to have "disappeared" or become much less effective:

1. The Official Channel Pivot

As of 2026, Afrihost has formally consolidated its support strategy around WhatsApp and the ClientZone/Help Centre. If you look at their official "Contact Us" page today, MyBroadband is no longer listed as a supported channel.

  • The Logic: Forums are public and difficult to track for internal KPIs. WhatsApp and the ticketing system allow Afrihost to link conversations directly to your account details, which is faster for their internal workflow.
  • The Result: The forum reps who are still active (like Afrigirl, who was seen as recently as February 2026) often now act more as "signposts," directing users to log a ticket or move to WhatsApp rather than solving the problem directly in the thread.
2. The "March Outage" Aftermath

The massive national DHCP outage in March 2026 was a turning point. During and after that event, the volume of support requests across all platforms was so overwhelming that the "community management" team was likely pulled away to assist with the formal ticket backlog.

  • Historically, when Afrihost faces massive infrastructure issues, the forum reps go quiet to avoid the "public firing squad" effect, focusing instead on internal triage.
3. Corporate Growth and "Echo" Integration

With the recent acquisition of Echo Service Provider, Afrihost is moving into a much larger corporate/enterprise tier. This shift often leads to a more "sanitized" and professionalized support approach.

  • The casual, "one of the geeks" vibe that the forum reps cultivated in the 2010s is being replaced by the structured, automated efficiency required to manage a multi-brand aggregator (Afrihost, Axxess, Cool Ideas, and Echo).
4. Transition to AI and Automation

You’ve likely noticed that the first layer of Afrihost support is now almost entirely AI-driven bots or tiered WhatsApp menus. This automation is designed to filter out 80% of common queries. Because the forum reps were expensive, highly-skilled humans, Afrihost has likely shifted those specific staff members into higher-tier engineering roles or specialized "escalation" teams where they aren't visible to the public.

​
Summary of Current Status:

  • Are they gone? Not entirely, but they are no longer "forum-first."
  • Where are they? They’ve mostly been moved behind the "WhatsApp wall."
  • Best bet for help: Use the ClientZone "Call Me Back" feature. It’s currently the fastest way to get a human who has the same level of authority as the old forum reps.
 
Thank you Afrihost and Vumatel for never notifying us in East London when you take Fibre down for maintenance just after 9pm at night. A bit of warning would have been great.
 
Pretty annoyed with Afrihost & YouTube buffering. Even upgraded from 60Mbps to 120Mbps and this changed hasn't made much of a difference.

Is anyone else still finding YouTube is be problematic on Afrihost?
 
grant_cpt said:
Pretty annoyed with Afrihost & YouTube buffering. Even upgraded from 60Mbps to 120Mbps and this changed hasn't made much of a difference.

Is anyone else still finding YouTube is be problematic on Afrihost?
Click to expand...

The Youtube issues is probably something on Youtube side.
 
grant_cpt said:
How much cache is available in Western Cape region?
Click to expand...

175Gbps. We recently got servers for CPT and had to put them in a Cool Ideas cabinet in Teraco because we could not get a rack and power to host it. Its currently running at 70% peak but there is still plenty of capacity.

Obviously shouldn't be saying this but yeah capacity is not the issue. We have 400Gbps of private direct peering with Google in JHB and 180Gbps of caches in JHB also.

Caches are correctly configured to fill from each other and the PNI links.
 
Apogee said:
Not good news if true:

The feeling that the "Golden Age" of Afrihost forum representatives has ended isn’t just your imagination. While names like Afriguy, Afrigirl, and AfriNatic were once the backbone of the MyBroadband forum support, their presence has shifted significantly over the last year.

There are a few key reasons why they seem to have "disappeared" or become much less effective:

1. The Official Channel Pivot

As of 2026, Afrihost has formally consolidated its support strategy around WhatsApp and the ClientZone/Help Centre. If you look at their official "Contact Us" page today, MyBroadband is no longer listed as a supported channel.

  • The Logic: Forums are public and difficult to track for internal KPIs. WhatsApp and the ticketing system allow Afrihost to link conversations directly to your account details, which is faster for their internal workflow.
  • The Result: The forum reps who are still active (like Afrigirl, who was seen as recently as February 2026) often now act more as "signposts," directing users to log a ticket or move to WhatsApp rather than solving the problem directly in the thread.
2. The "March Outage" Aftermath

The massive national DHCP outage in March 2026 was a turning point. During and after that event, the volume of support requests across all platforms was so overwhelming that the "community management" team was likely pulled away to assist with the formal ticket backlog.

  • Historically, when Afrihost faces massive infrastructure issues, the forum reps go quiet to avoid the "public firing squad" effect, focusing instead on internal triage.
3. Corporate Growth and "Echo" Integration

With the recent acquisition of Echo Service Provider, Afrihost is moving into a much larger corporate/enterprise tier. This shift often leads to a more "sanitized" and professionalized support approach.

  • The casual, "one of the geeks" vibe that the forum reps cultivated in the 2010s is being replaced by the structured, automated efficiency required to manage a multi-brand aggregator (Afrihost, Axxess, Cool Ideas, and Echo).
4. Transition to AI and Automation

You’ve likely noticed that the first layer of Afrihost support is now almost entirely AI-driven bots or tiered WhatsApp menus. This automation is designed to filter out 80% of common queries. Because the forum reps were expensive, highly-skilled humans, Afrihost has likely shifted those specific staff members into higher-tier engineering roles or specialized "escalation" teams where they aren't visible to the public.

​


​
Summary of Current Status:

  • Are they gone? Not entirely, but they are no longer "forum-first."
  • Where are they? They’ve mostly been moved behind the "WhatsApp wall."
  • Best bet for help: Use the ClientZone "Call Me Back" feature. It’s currently the fastest way to get a human who has the same level of authority as the old forum reps.
Click to expand...
Cool Ideas is still active here on MYBB... Sad about Afrihost.
 
moms said:
Seems like hes afk?
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Sadly, yes.

AfriNatic is still around but seems more interested in having a tiff with someone than helping out here:

AfriNatic said:
Hi

The address has been cleared.

After struggling for day on end trying to get the address cleared, we managed to get feedback today that the address has been cleared. I wanted to place the order for you now but I see you decided to cancel instead.

So it ended up with Afrihost putting in all the manhours trying to get you sorted asap and finally got the address cleared and now the new ISP will simply place an order and have you up in 10min and Afrihost is seen as the guys that drop the ball. It's frustrating for you as a client and for us as an ISP.

Let me know if you still want us to activate the service for you? I can do it right now.
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Hey Afrihost!

I want to give Quad9 a try but I see that it seems to route to their JNB servers from CPT on Afrihost (it routes to CPT on mobile and on work network which is not using Afrihost).

Is this something Afrihost needs to change or do I need to follow up with Quad9?

Code: 
tracert -w 500 9.9.9.11

Tracing route to dns11.quad9.net [9.9.9.11]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.3.1
  2     1 ms     3 ms     3 ms  41.170.74.129
  3     7 ms    11 ms     8 ms  165-73-14-137.ip.ahisp.co.za [165.73.14.137]
  4     5 ms     3 ms     3 ms  100.127.2.252
  5     6 ms     3 ms     3 ms  100.127.2.253
  6    23 ms    23 ms    23 ms  100.127.4.150
  7    23 ms    23 ms    23 ms  196-60-9-182.ixp.joburg [196.60.9.182]
  8    23 ms    24 ms    22 ms  router.jnb.woodynet.net [74.80.68.1]
  9    22 ms    23 ms    23 ms  dns11.quad9.net [9.9.9.11]
 
Big Bean said:
Hey Afrihost!

I want to give Quad9 a try but I see that it seems to route to their JNB servers from CPT on Afrihost (it routes to CPT on mobile and on work network which is not using Afrihost).

Is this something Afrihost needs to change or do I need to follow up with Quad9?

Code: 
tracert -w 500 9.9.9.11

Tracing route to dns11.quad9.net [9.9.9.11]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.3.1
  2     1 ms     3 ms     3 ms  41.170.74.129
  3     7 ms    11 ms     8 ms  165-73-14-137.ip.ahisp.co.za [165.73.14.137]
  4     5 ms     3 ms     3 ms  100.127.2.252
  5     6 ms     3 ms     3 ms  100.127.2.253
  6    23 ms    23 ms    23 ms  100.127.4.150
  7    23 ms    23 ms    23 ms  196-60-9-182.ixp.joburg [196.60.9.182]
  8    23 ms    24 ms    22 ms  router.jnb.woodynet.net [74.80.68.1]
  9    22 ms    23 ms    23 ms  dns11.quad9.net [9.9.9.11]
Click to expand...

Afrihost doesn't have peering at CINX, Quad9 only peers at CINX in CPT, so it wont be possible for Afrihost to pick it up in CPT, unless they can perhaps use a transit provider.
 
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