8 Days Without An Answer

comanche

comanche

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Hunting down ellipses
After much raving about Afrihost and the great support I've had over the many years, I'm close to my wit's end. My Wifi device and sim card were evacuated from my residence by affirmative shoppers, and in the process of getting it all resolved, I've had many days of just sitting and waiting for a response from Afrihost - Currently on day 8 of their comms dead-end.

Unfortunately the device isn't covered for theft, which I'm OK with (and got a replacement device delivered in great time), but the sim (more importantly the contract), is taking too long to resolve.

I can't get a response to the (seemingly simple) request of keeping my 5+5 package. This is done every day by the major cellular operators, in the form of a basic sim-swap. My package was successfully deactivated at the time of theft and since a temporary contract added to my Clientzone, but the 'Order Pending' doesn't send sims to the client, or allow me to do anything, in fact.

In the meantime, I am currently running on Telkom Mobile, which does offer LTE speeds in my area, something that I've struggled with MTN and Afrihost numerable times in terms of coverage, often only having questionable 3G. 2G signal is great, but serves zero purpose for a Broadband-comparable package.

Do I just quit trying with Afrihost, cancelling my existing packages and hope that Fibre hits the shelves before an answer is given to me...?
 
comanche said:
After much raving about Afrihost and the great support I've had over the many years, I'm close to my wit's end. My Wifi device and sim card were evacuated from my residence by affirmative shoppers, and in the process of getting it all resolved, I've had many days of just sitting and waiting for a response from Afrihost - Currently on day 8 of their comms dead-end.

Unfortunately the device isn't covered for theft, which I'm OK with (and got a replacement device delivered in great time), but the sim (more importantly the contract), is taking too long to resolve.

I can't get a response to the (seemingly simple) request of keeping my 5+5 package. This is done every day by the major cellular operators, in the form of a basic sim-swap. My package was successfully deactivated at the time of theft and since a temporary contract added to my Clientzone, but the 'Order Pending' doesn't send sims to the client, or allow me to do anything, in fact.

In the meantime, I am currently running on Telkom Mobile, which does offer LTE speeds in my area, something that I've struggled with MTN and Afrihost numerable times in terms of coverage, often only having questionable 3G. 2G signal is great, but serves zero purpose for a Broadband-comparable package.

Do I just quit trying with Afrihost, cancelling my existing packages and hope that Fibre hits the shelves before an answer is given to me...?
Click to expand...

:(

I'm really sorry for the experience you've had so far, that is definitely not what we want you to have with Afrihost.

Did you raise this issue via our Ticketing System, or were you dealing with a specific agent over the phone?
 
I was dealing with the issue via email/ticketing, and the initial support was great with an agent called Jacques. Since then it's all gone downhill.
 
comanche said:
I was dealing with the issue via email/ticketing, and the initial support was great with an agent called Jacques. Since then it's all gone downhill.
Click to expand...

Can you please send me the Ticket ID via PM so that I can follow-up on this for you.
 
See, now this is what I miss about the old Afrihost. My query instantly acted upon, there was quick and constant contact, and all I now have to gripe about is RICA, which Afrihost has no control over.

Thanks AfriGenie for escalating the issues faced and getting things sorted for me. I'm as of right now sitting with my renewed simcard, ready for action.

Now on a slightly different note, what magic must I conjure up to get signal boosted for my address?
 
comanche said:
See, now this is what I miss about the old Afrihost. My query instantly acted upon, there was quick and constant contact, and all I now have to gripe about is RICA, which Afrihost has no control over.

Thanks AfriGenie for escalating the issues faced and getting things sorted for me. I'm as of right now sitting with my renewed simcard, ready for action.

Now on a slightly different note, what magic must I conjure up to get signal boosted for my address?
Click to expand...

I'm glad I could help in getting you sorted! :)

With regards to the signal, what sort of signal level are you getting at the moment?
 
I'll try run a proper set of signal and latency tests this evening, but to spitball an average, I battle to get above 2-3 bars of 3G signal. I'm about a 1km away from a LTE zone, as seen via the MTN coverage map.
 
comanche said:
I'll try run a proper set of signal and latency tests this evening, but to spitball an average, I battle to get above 2-3 bars of 3G signal. I'm about a 1km away from a LTE zone, as seen via the MTN coverage map.
Click to expand...

Thanks!
 
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