AfriHost BEWARE

rwenzori said:
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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I disagree, I've had 3 outages in the last few months, each time SMSing my number to the fault centre and it was resolved with updates within a day. And they follow up too. Perhaps it's a regional thing, but I think Telkom's customer care has come a long way.
 
rwenzori said:
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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i wouldn't wish that on anybody. I wonder if Telkom's indifference has ever caused a heart attack through the huge stress.
 
Reality is, you experience a fault and log it with Afrihost - it will take a good 48 hours until Afrihost will refer the fault to Telkom. While, if you approach Telkom yourself, you could have had a technician knocking on your door in the meantime.

Yet, since you are a Afrihost customer, your line will fall under "Wholesale" with Telkom. This causes huge attitude from Telkom, in terms of your own fault logs... Thus, you will always depend to some degree on Afrihost to intervene.. Yet, Afrihost support turnaround times have skyrocket in recent month.

Also, you will fight and plead with Afrihost for refunds. While with Telkom, refunds for downtime have been issued without me even asking. Perhaps lucky on the refunds....

BUT

...unfortunately Afrihost is not effective in terms of line management. Yet, they sell it as a product offering and then try to justify the lack of support, by blaming Telkom... It is this dishonesty that has let me cancel my account with Afrihost.

If you can't service a product, DON'T SELL IT!!!
 
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Fudzy said:
I disagree, I've had 3 outages in the last few months, each time SMSing my number to the fault centre and it was resolved with updates within a day. And they follow up too. Perhaps it's a regional thing, but I think Telkom's customer care has come a long way.
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Sure, but if someone stole the cable up the road, no amount of whining and complaining will speed things up. I do agree their support is better than it was, but that is coming off a very low base, for decades, from the time of SAPO. They still have that fat phonebook size book with 5 million stupid excuses in fine print, with a schedule for usage. I had to get a fault fixed yesterday, and was told to just be patient as there were a lot of cable faults caused by rain, though they did not know if I was on the wrong end of a bad cable - later a port reset fixed it, so why I had to hear the sad story of wet cables I don't know.
 
maumau said:
i wouldn't wish that on anybody. I wonder if Telkom's indifference has ever caused a heart attack through the huge stress.
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I'll send you that mp3 of their on-hold music - just loop it, and calm your nerves for a few hours, just to get the hang of it.
 
Thanks for posting this personal experience of yours. It definitely makes me think twice now about taking out one of the bundled ADSL packages from Afrihost. Will continue buying only ADSL data from them though. :)
 
I have had a similar experience with Afrihost - I do realize they can only escalate the problem to telkom - but it seems they are utterly inept at performing this function - I had no ADSL line sync for 10 days, and since then my line regularly drops (i.e. intermittent line sync) - when I ask them whats up I get a mix between:

1. Please troubleshoot your line (which I have already done with them before)
2. Your problem must now be fixed as you are currently connected (seems they cant grasp concept of intermittent)
3. Your problem have been reported to telkom
4. Your user equipment is faulty (because it was not connected).

Utter waste of time - dealing with telkom directly is actually significantly more fruitful and less painful - I got the contact details for person in charge of area - and can actually get something slightly more useful out of them.

Incidentally my line just dropped again while typing this - at this rate afrihost might get a clue somewhere in 2020.
 
Would it be safe to assume that the majority of issues experienced by Afrihost users are bundled subscribers? If this is the case, why is the buck always passed to Telkom if the issue is mostly experienced by those who have lines managed by Afrihost?
 
Also ordered my line from Afrihost and i have send them a mail yesterday to check the status for my order and they told me to contact telkom!! WTF?
 
Grasmuis said:
Yes, telkom installed the voice line and then placed an order on afrihost website for adsl
ref : [#LOX-417-85798]

Thanks
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Thanks for confirming this.
The system where we process the line conversions is directly from Telkom - and it's telling us that there's an active order/ service with Telkom here :(

As much as we'd want to, unfortunately it's a Telkom policy that the line holder only be allowed to query his/ her account. I think the best bet here is to go into a Telkom store and enquire what this other order/ service is.
 
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 :(
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Can't you at least tell us when this is so we know? I'm guessing weekends don't count towards this 96 hours? Also would be nice if the support staff actually read your issue properly, instead of choosing to address some of what you have asked/said.
 
Vengeful said:
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....
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Having been at Mweb, OpenWeb, Axxess and now Afrihost I can vouch for the fact that the support is the same everywhere.
 
AfriGuy said:
Thanks for confirming this.
The system where we process the line conversions is directly from Telkom - and it's telling us that there's an active order/ service with Telkom here :(

As much as we'd want to, unfortunately it's a Telkom policy that the line holder only be allowed to query his/ her account. I think the best bet here is to go into a Telkom store and enquire what this other order/ service is.
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I did contact Telkom and they have a pending adsl order on my line, i only placed an order on Afrihost website. So basically we can order the line from Afrihost and they can send the order to Telkom on my behalf but not check the status of the order Afrihost send to Telkom?
 
I think the whole idea of an ISP managing the adsl line is pure and simple greed. They want to be paid for a service they do not and cannot deliver!
 
ambroseg1 said:
I think the whole idea of an ISP managing the adsl line is pure and simple greed. They want to be paid for a service they do not and cannot deliver!
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LOL, the only one that scores here is you as the profit the ISP makes here is like zero.
In my book ISP's should not take this on at all.
 
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