Afrihost and poor service

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Next Thing

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I moved my Telkom line to Afrihost a while back as they punted themselves at being better than Telkom to fix any issues.

Early Thursday last week I started trying to log a fault.
2 mails ( not responded to within 4 hours ) , 2 calls where I sat on the phone for 15+ minutes and just ended up with whoever picked up the phone putting the phone down immediately.
In the mail I asked whoever got the call to phone me ( and I gave an alternate number. Fat load of good that did )

Eventually I got a mail back in the late afternoon, saying they have "fixed and stabilised my line". The origional problem was for dropped adsl every +-60 minutes. After they "stabilised my line" my line was back to 4mb , which doesnt work due to distance from exchange, but no authentication to any of my ISP accounts ( well done Afrihost , you just f.... up the line even worse than it was ) . Again trying to get hold of support didnt work ( mail or phone ) . Eventually got a reply to a mail saying they had fixed it back to 2mb. Still not getting PADO packets from the dslam.
It took 3 F..... PHONE CALLS to even get them to log a telkom fault which I managed to get right on Friday afternoon.

Monday morning still waiting to get resolution to my problem.

Afrihost : Why the hell should any person move their Telkom line to you ?
 
Gary Waterworth said:
I moved my Telkom line to Afrihost a while back as they punted themselves at being better than Telkom to fix any issues.

Early Thursday last week I started trying to log a fault.
2 mails ( not responded to within 4 hours ) , 2 calls where I sat on the phone for 15+ minutes and just ended up with whoever picked up the phone putting the phone down immediately.
In the mail I asked whoever got the call to phone me ( and I gave an alternate number. Fat load of good that did )

Eventually I got a mail back in the late afternoon, saying they have "fixed and stabilised my line". The origional problem was for dropped adsl every +-60 minutes. After they "stabilised my line" my line was back to 4mb , which doesnt work due to distance from exchange, but no authentication to any of my ISP accounts ( well done Afrihost , you just f.... up the line even worse than it was ) . Again trying to get hold of support didnt work ( mail or phone ) . Eventually got a reply to a mail saying they had fixed it back to 2mb. Still not getting PADO packets from the dslam.
It took 3 F..... PHONE CALLS to even get them to log a telkom fault which I managed to get right on Friday afternoon.

Monday morning still waiting to get resolution to my problem.

Afrihost : Why the hell should any person move their Telkom line to you ?
Click to expand...

Strange? Some people have been saying their service standards have lowered recently :( Anyway - while Afrihost are trying to sort it out - open the new clientzone and go to your line. Then run a "check my line" and post the results here please :)
 
Zertop said:
Strange? Some people have been saying their service standards have lowered recently :(
Click to expand...

It's in no way a recent phenomenon. I used to have my ADSL line with Afrihost, and with the exception of the one time I could get Afrihost to lower my line speed to get my line stable, I have not gotten ANY service from Afrihost regarding my ADSL line. The scenario is always the same. I contact Afrihost, Afrihost do **** all about it for some time and in the end I have to contact Telkom directly to get anything fixed.
 
Saajid said:
What's a "PADO" packet?
Click to expand...

A PADO (PPPoE Active Discovery Offer) is a packet that should be sent back to your computer after it sent a PADI.

If no PADO is received after sending a PADI, the message "Timed out waiting for PADO packet" or such, is printed in your system log.
 
Serious Afrihost service deterioration.

new_in_za2 said:
It's in no way a recent phenomenon. I used to have my ADSL line with Afrihost, and with the exception of the one time I could get Afrihost to lower my line speed to get my line stable, I have not gotten ANY service from Afrihost regarding my ADSL line. The scenario is always the same. I contact Afrihost, Afrihost do **** all about it for some time and in the end I have to contact Telkom directly to get anything fixed.
Click to expand...

Same thing here. If you send a "help" sms and you get a callback in less than 2 days, consider yourself lucky! If you use a support ticket from the clentzone, you normally get someone responding in the middle of the night, but NEVER addressing your problem. Much the same thing if you e-mail.

I guess those people with the good service comments are very new customers or they posted those comments more than a year ago. I also used to think they were good, no longer.
 
This isn't good :( I hope they come right and up their service quality as I also have my line with them, but fortunately I've only gotten good service so far from them.

Maybe there's been a lot more customers moving to Afrihost and they struggling with the volume?
 
Is there no independent check my line service? Quite easy to shift the blame if you're the one who controls the web app.
 
Update : ISP connections are at least now happening
BUT
Line is syncing below 1mb and evident crackling on line is still there. No contact or followup from afrihost at all.
 
I still cannot authenticate with my uncapped account, since 3pm yesterday. Madness, is the entire company on leave?
 
Gary Waterworth said:
Update : ISP connections are at least now happening
BUT
Line is syncing below 1mb and evident crackling on line is still there. No contact or followup from afrihost at all.
Click to expand...
Log a voice line fault with Telkom for the crackling, do not mention ADSL problems (they'll probably be resolved when the noise is sorted).
 
Not great reading through this Gary :(
Please send me a PM with any relevant reference numbers so I can have this checked up on our side for you.
 
So after getting Your PM Afriguy ( on 2/1/2014 ) and the assurance the call was being worked on I have now phoned Telkom to find out the call was actually closed on 31 Dec 2013. Congratulations for Lying to me . How can a F..... call be looked at when it has been closed 2 days previously.

Copy Of Email Sent to your support email addy

OK I am totally and utterly sick and tired of Afrihost now.
Expect me to troll Afrihost at every opportunity I get in the online forums as obviously support is not something you are geared to do.

Despite me getting promises that the call was being looked at and monitored by Afrihost the call was closed by telkom on 31st December.
I dont get a single ****ing call from either yourselves or Telkom. Neither has anything been done to fix the line. It is still dropping ADSL sync every 30 minutes to an hour.

I have wasted hours of my ****ing time doing your work.

Please get your senior management to phone me. I have no interest in talking to a team manager or the worker bees.

Regards
Gary Waterworth
011 – xxx - xxxx
 
OK been causing waves at Telkom and their management to find out why the call was closed.

Feedback was requested from Afrihost with no response. That is why the call was closed.

SO obviously all the time I spent on the phone and mail with Afrihost was TOTALLY F.... WASTED. Because none of that feedback was given to Telkom. So much for you guys being able to provide a better service than Telkom.

Well done, now I have another 4 to 5 day wait to try get a Telkom techie assigned......
 
Gary, we are aware of your fault and are attending to it as best we can.
Let's work together to sort this out - we put as much pressure on Telkom as we possibly can.
 
Sorry Bull**** .
I have an email on the 30th saying my feedback had been given to Telkom , but that had not been done.
I have just finished talking to Telkom management.

What exactly are you guys doing ?
I have had to Fight to get my fault reopened at Telkom. It was closed since the 31st Dec because you never gave Telkom the feedback. Sorry I am beyond pissed off atm.
 
Gary Waterworth said:
Sorry Bull**** .
I have an email on the 30th saying my feedback had been given to Telkom , but that had not been done.
I have just finished talking to Telkom management.

What exactly are you guys doing ?
I have had to Fight to get my fault reopened at Telkom. It was closed since the 31st Dec because you never gave Telkom the feedback. Sorry I am beyond pissed off atm.
Click to expand...

Again, I'm really sorry that we've let you down. We do our absolute best to follow our processes to a T and have Telkom resolve faults as quickly as possible. In some cases, faults are out of our hands in terms of resolution times, feedback and turn around times.

Let's work this out together and come to a solution.
 
@AfriGuy

The fact that AH now has 3 people on this forum trying to resolve customer complaints that your call centre seem incapable of handling whilst initially seemed like it was a good thing is now starting to become a damning indictment of how bad your customer service folk are. More and more people seem to be having issues that your call centre seem to be incapable of fixing (I had one myself last year, that after nearly 3 months of trying to work with you guys suddenly resolved itself).

I would suggest that you tell your management team that your service support set-up and standards need some serious attention, you're starting to lose clients
 
Ol' Mean Bastid said:
@AfriGuy

The fact that AH now has 3 people on this forum trying to resolve customer complaints that your call centre seem incapable of handling whilst initially seemed like it was a good thing is now starting to become a damning indictment of how bad your customer service folk are. More and more people seem to be having issues that your call centre seem to be incapable of fixing (I had one myself last year, that after nearly 3 months of trying to work with you guys suddenly resolved itself).

I would suggest that you tell your management team that your service support set-up and standards need some serious attention, you're starting to lose clients
Click to expand...

We aren't here specifically to deal with complaints, our Support team are an extremely capable and dedicated team of rock stars. AfriMan, AfriGirl and myself are here (as are our relevant Social Media teams) to communicate, chat and help our clients where ever we possibly can.

This issue needs to be resolved by Telkom. If we could flip a switch or do maintenance ourselves it would be sorted out already. This isn't the case here though.
 
You seemed to have missed the point. In this case my telkom call was closed because feedback that was requested by them was not provided by afrihost even though i provided feedback the day before. This whole scenario is a afrihost f up. Also i was lied to in a pm here. I was told they were working in the fault where actually telkom had allready closed the failt a few days prev
 
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