Afrihost Account disabled - Need Support

T

throughtheiris25

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I have been with Afrihost for over a decade now, and have been paying them on a monthly basis for the entirety of this time.

Yesterday, after going too and fro with Afrihost's terrific support team on MyBroadband, I had my account disabled due to what appears to be a user error on some kind.

Thing is, I have been trying to get my old Fibre account migrated to a new premises due to a move. I followed the instructions they gave me in DMs on MyBroadband, as some steps were confusing. They were helpful throughout. Whilst I was completing the process of signing up for a new Fibre package I was immediately met with the sign in screen on Clientzone without being able to sign in.

Since then, I have been querying the next steps and followed their instructions, all whilst packing up my belongings to move house. This is stressful to say the least. If I need to verify security or something similar, I am available for that. At the moment, I am being left in the dark, not knowing why whatever happened happened. I simply want to continue using Afrihost's service as I have been for the last 10 or so years. This does not need to be complicated, but I'm been asked to do different things by different people at the moment, so all I need is some clarity, and perhaps escalation for a Afrihost veteran client, due to time constraints, as I will be without a computer come tomorrow when I move.

Please help.
 
throughtheiris25 said:
I have been with Afrihost for over a decade now, and have been paying them on a monthly basis for the entirety of this time.

Yesterday, after going too and fro with Afrihost's terrific support team on MyBroadband, I had my account disabled due to what appears to be a user error on some kind.

Thing is, I have been trying to get my old Fibre account migrated to a new premises due to a move. I followed the instructions they gave me in DMs on MyBroadband, as some steps were confusing. They were helpful throughout. Whilst I was completing the process of signing up for a new Fibre package I was immediately met with the sign in screen on Clientzone without being able to sign in.

Since then, I have been querying the next steps and followed their instructions, all whilst packing up my belongings to move house. This is stressful to say the least. If I need to verify security or something similar, I am available for that. At the moment, I am being left in the dark, not knowing why whatever happened happened. I simply want to continue using Afrihost's service as I have been for the last 10 or so years. This does not need to be complicated, but I'm been asked to do different things by different people at the moment, so all I need is some clarity, and perhaps escalation for a Afrihost veteran client, due to time constraints, as I will be without a computer come tomorrow when I move.

Please help.
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Hi.
I am speaking to the Security Team, waiting for them to advise what triggered the account to be blocked. I will confirm as soon as the account is unlocked.
 
Afrigirl said:
Hi.
I am speaking to the Security Team, waiting for them to advise what triggered the account to be blocked. I will confirm as soon as the account is unlocked.
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Thanks. Appreciate it. They can contact me to verify anything if they want. We can continue conversation in DMs.
 
Although my account was reactivated, and my Fibre package migrated, I now have to wait until the previous tenants account is released by Vumatel until the Afrihost order can be processed.

I am the owner of this property, and have been informed by my previous tenants that their local Fibre account was disabled in February when they vacated the premises. Vuma never even got my permission to install a line in my property in the first place, but yeah.

When I query this subject I am told to wait, after a full few days of too and fro with Afrihost support, and then I am simply ignored when I, as a 10+ years Afrihost customer, ask for further support. May have jumped the gun on my premature praise.
 
The treatment we give client service agents is sickening, we always taking out our frustrations out on them. System or not, we as clients have our faults which we never acknowledge.
 
Techfluent said:
The treatment we give client service agents is sickening, we always taking out our frustrations out on them. System or not, we as clients have our faults which we never acknowledge.
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That’s true for sure, hence me always trying to at the very least be respectful. But customer service is customer service at the end of the day. There are limitations to what someone as a client should take before they expect at the very least some perseverance from the support they receive.

All in all, Afrihost have always had decent service, but the last 2 months have been well, a little less stellar. In this period I have been without Internet for a week and a half, opened multiple tickets over numerous calls, been forced to chase up Vuma and take days off so they could visit, had my Afrihost account disabled for no reason, been led on to believe that I should have Internet activated at my new premises and now having to go without Internet because the lead on wasn’t accurate.

I would imagine anyone would be frustrated by this.
 
throughtheiris25 said:
That’s true for sure, hence me always trying to at the very least be respectful. But customer service is customer service at the end of the day. There are limitations to what someone as a client should take before they expect at the very least some perseverance from the support they receive.

All in all, Afrihost have always had decent service, but the last 2 months have been well, a little less stellar. In this period I have been without Internet for a week and a half, opened multiple tickets over numerous calls, been forced to chase up Vuma and take days off so they could visit, had my Afrihost account disabled for no reason, been led on to believe that I should have Internet activated at my new premises and now having to go without Internet because the lead on wasn’t accurate.

I would imagine anyone would be frustrated by this.
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Hi.
I am sorry that you are experiencing delays with the new line activation. Unfortunately, Vuma only activates one port for internet use.
I sent you a PM explaining why the account was disabled and required extended validation.
 
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