AfriHost BEWARE

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SB1982

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Before choosing #AfriHost beware!!!! They claim to manage your ADSL but the moment you experience issues with your line it is a "Telkom issue" and out of their control or influence. We have been without ADSL since 10 March 2014. We have been actively reporting & begging for assistance from AfriHost to address the issue they have apparently no relationship or influence on Telkom why bother having AfriHost manage your line then here is a snippet from a manager Keenan Movler's response to me after we pay more than R600 per month for nothing plus AfriHost downgraded our line from 10Mbps to 4 automatically their service is HORRENDOUS!!!
"Afrihost manages your line however physical faults can only be fixed by Telkom. Telkom owns the infrastructure and it is their hardware/property therefore Afrihost does not have access to it and therefore cannot repair it. This is the issue that all South Africans have as Telkom is the sole fixed line telecommunication provider..."

When you log a complaint on their Facebook page they respond with a watered down reply and delete your post no response and then tell you to not post on their wall - Great AfriHost why don't you try to resolve issues instead of hiding them from the public!
 
I've had similar responses, they also manage my line, yet i have regularly been the one who had to deal with Telkom. Their 'fix my line' on the cpanel backend is a farce, i'm almost sure it does **** all.
 
Afrihost is the middle man, and if Telkom doesn't perform, they usually is the patsy.

Keep in mind ADSL is still a "best effort" service level, so don't expect stellar performance when it comes to fault finding and troubleshooting, since Telkom can't find their way out of a wet paper bag.

I will ping one of the Afrihost support persons to attend to your request.
 
Sadly have some issues with Afrihost as well, support seems inept at performing failure mode analysis. Their generic resolution is to reset account and recreate ports etc... No actual fault finding initiative....
 
Afrihost handles the first line support for ADSL lines if its managed by them. So soft resets,port recreation and basic testing they have access to. Once it's an issue above that they escalate it to Telkom's 2nd desk (thats the idea anyway) if the call wasn't sent to telkom then there's a problem

You could always move the line back,pay a little more and phone telkom directly if it continues
 
That's why you always asking for trouble when you give your line to your ISP.
 
Chevron said:
That's why you always asking for trouble when you give your line to your ISP.
Click to expand...

This, pretty much. Now if you call Telkom as a last straw, they'll simply redirect you to Afrihost, yes?
 
SB1982 said:
Before choosing #AfriHost beware!!!! They claim to manage your ADSL but the moment you experience issues with your line it is a "Telkom issue" and out of their control or influence. We have been without ADSL since 10 March 2014. We have been actively reporting & begging for assistance from AfriHost to address the issue they have apparently no relationship or influence on Telkom why bother having AfriHost manage your line then here is a snippet from a manager Keenan Movler's response to me after we pay more than R600 per month for nothing plus AfriHost downgraded our line from 10Mbps to 4 automatically their service is HORRENDOUS!!!
"Afrihost manages your line however physical faults can only be fixed by Telkom. Telkom owns the infrastructure and it is their hardware/property therefore Afrihost does not have access to it and therefore cannot repair it. This is the issue that all South Africans have as Telkom is the sole fixed line telecommunication provider..."

When you log a complaint on their Facebook page they respond with a watered down reply and delete your post no response and then tell you to not post on their wall - Great AfriHost why don't you try to resolve issues instead of hiding them from the public!
Click to expand...

Hi SB1982

Really sorry to hear about your downtime.
While we always do our best to follow up, request feedback and fixes from Telkom some faults can be out of our hands in terms of getting a fix.

If Telkom have scheduled maintenance or even a fix for x days, weeks or months there isn't always a whole lot we can do to have the process sped up :(
Saying this though, definitely doesn't mean we don't do our absolute best to push Telkom wherever we can.
 
@AfriGuy - surely you guys have SLAs with Telkom? If not then what would the point of managing the user's line be apart from saving a few Randelas each month and you guys contacting Telkom on their behalf?
 
My new recommendation is start with Telkom and take it from there.
 
MartyMarts said:
@AfriGuy - surely you guys have SLAs with Telkom? If not then what would the point of managing the user's line be apart from saving a few Randelas each month and you guys contacting Telkom on their behalf?
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We're able to escalate faults every 96 hours and push as hard as we can - in terms of seeing something along the lines of "in x days x type of fault is to be resolved" no, there isn't something like this that exists. Telkom is in charge of their network, only so much we can do I'm afraid :(
 
AfriGuy said:
We're able to escalate faults every 96 hours and push as hard as we can - in terms of seeing something along the lines of "in x days x type of fault is to be resolved" no, there isn't something like this that exists. Telkom is in charge of their network, only so much we can do I'm afraid :(
Click to expand...

So basically keep phoning Telkom and pray a little like the rest of us :p :D
 
MartyMarts said:
So basically keep phoning Telkom and pray a little like the rest of us :p :D
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A few steps above that :)
We're able to escalate/ query faults a little easier. At the end of the day though, when Telkom tell us they'll fix x fault tomorrow, next week or in 6 months there isn't a massive amount we can do to change this.
 
Afriguy just a quick question please. If my line is with Telkom and I have a fault logged on their system and my line only get fixed lets say 2 weeks after I have logged the fault I can claim a refund from Telkom on my Telkom bill on the adsl part. If my line gets managed by afrihost can I also claim a refund back from afrihost when my line goes down?
 
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Jarrod said:
Afriguy just a quick question please. If my line is with Telkom and I have a fault logged on their system and my line only get fixed lets say 2 weeks after I have logged the fault I can claim a rebate from Telkom on my Telkom bill on the adsl part. If my line gets managed by afrihost can I also claim a rebate back from afrihost when my line goes down?
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This is something we need to look at on a case by case basis. Telkom still bill us the full amount, regardless of the amount of faults logged or hours/ days of downtime.
 
AfriGuy said:
Hi SB1982

Really sorry to hear about your downtime.
While we always do our best to follow up, request feedback and fixes from Telkom some faults can be out of our hands in terms of getting a fix.

If Telkom have scheduled maintenance or even a fix for x days, weeks or months there isn't always a whole lot we can do to have the process sped up :(
Saying this though, definitely doesn't mean we don't do our absolute best to push Telkom wherever we can.
Click to expand...

if i received a reply like this from my ISP they wouldn't see me for dust.

Too busy defending themselves and explaining the policy to offer any advice or assistance.

It stops just short of the short version which would be "tough!"
 
Ya, I'm not too happy with Telkom at the moment. Had my share of issues with their adsl accounts, and just is gatvol with them.

Afrihost accounts, on the other hand, perform like a dream. Nothing we can do about telkom.

Bleh.
 
maumau said:
if i received a reply like this from my ISP they wouldn't see me for dust.

Too busy defending themselves and explaining the policy to offer any advice or assistance.

It stops just short of the short version which would be "tough!"
Click to expand...

You clearly don't have much experience getting Telkom to do anything. Try pushing a railway carriage single-handed up an incline to get more relevant experience.
 
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