Afrihost Business Uncapped Feedback

[Chevron]

I put it to you that this is gonna come back to bite AH in the b@lls

+ like

 

[AfriMan]

I disagree. On a business level its merely a bank transaction not much communication any further. On a personal level alot has transpired. I don't feel its right to cancel with immediate effect without the relevant documentation/legal documentation stating what exactly the client breached. The fact that you are a company and the client is paying for a service rendered puts him within certain rights (e.g. consumer protection act). Thus, you cannot just one the wim of the moment end the service agreement.

You are cancelling the clients account purely because you do not like the way the client and your communication has gone and you are not able to state what the client breached in terms of your TOC that warrants an immediate cancellation.

I think considering the way things have gone, the client would of been happy to have his service re-activated and would of moved on. Atleast I would of. Locking him out of this clientzone to further the cancellation speaks volumes of personal in my opinion.

I haven't locked him out of anything, but I've asked him very politely not to continually re-activate the services which are now being cancelled. It's not something that I would like to do at all - because I'd prefer for him to have full use of his accounts and services until the service agreement expires.

I think whatever the reasons - fair notice was given, fair compensation is pending to him, and he has ample time to consider other alternatives.

 

[jeanres]

I disagree. On a business level its merely a bank transaction not much communication any further. On a personal level alot has transpired. I don't feel its right to cancel with immediate effect without the relevant documentation/legal documentation stating what exactly the client breached. The fact that you are a company and the client is paying for a service rendered puts him within certain rights (e.g. consumer protection act). Thus, you cannot just one the wim of the moment end the service agreement.

You are cancelling the clients account purely because you do not like the way the client and your communication has gone and you are not able to state what the client breached in terms of your TOC that warrants an immediate cancellation.

I think considering the way things have gone, the client would of been happy to have his service re-activated and would of moved on. Atleast I would of. Locking him out of this clientzone to further the cancellation speaks volumes of personal in my opinion.

I would of moved on

 

[jeanres]

I haven't locked him out of anything, but I've asked him very politely not to continually re-activate the services which are now being cancelled. It's not something that I would like to do at all - because I'd prefer for him to have full use of his accounts and services until the service agreement expires.

I think whatever the reasons - fair notice was given, fair compensation is pending to him, and he has ample time to consider other alternatives.

And I have politely asked you not to cancel my account, on at least 10 occasions.

 

[i.got~issues]

/meh

This is un fscking believable really.

I have lost all respect now for Afrihost and its henchmen.

Afrihost, making SANRAL look good.

/meh

 

[savage]

I think whatever the reasons - fair notice was given, fair compensation is pending to him, and he has ample time to consider other alternatives.

In otherwords, a PM on a forum is in your opinion a fair and legal method for providing legal notices?

 

[savage]

/meh

This is un fscking believable really.

I have lost all respect now for Afrihost and its henchmen.

Afrihost, making SANRAL look good.

/meh

+1

 

[AfriMan]

@afriman

I think the only thing that is going to calm this thread down is to give definitive answers on the below:

1) Why was jeanres account cancelled ? Quote the T&C's and give an official response from Afrihost, not yourself.
2) Why is the IPC taking so long ? We need the official response, is Telkom taking long, have they got to lay fibre or what ?
3) Why should the peeps here continue to pay a premium from a non functioning service ? Will you provide discounts because we can't use the service as intended ?

If you just answer those directly it will go along way to calming things down here. Why no direct responses to questions ?

I think I've answered the cancellation issue several times - I don't think there is any value in revisiting this.

We don't know why the IPC is taking so long - we've been waiting just on six months now. Remember that we did get partial delivery before the end of the year, so I don't know if that was a signal that we could be waiting longer. The longest we waited previously was about 3 months (or just less).

I don't know at this stage how management plan to make up for performance on Business accounts. I have escalated the concerns to our management and Directors and I believe they are aware of the concerns and complaints. I also believe that they will make provision for some kind of gesture to affected clients. I think it's also fair to say that clients in the South are feeling this rather than Business clients as a whole, so that would factor into their decision.

 

[Wall]

Yes. But be very careful about what you now post if you have an Afrihost account, as Afrihost are now setting a precedent that posting negatively about this will result in your account being terminated with them...

WOAH!! I expect plenty of people to be pissed off and rightly so. People were told at the time " it isn't an IPC problem" to " we've ordered more IPC" " it will be here shortly" " all will be fixed shortly when we get extra capacity" to " it still hasn't arrived"

Farking hell, I wouldn't give a damn if the problem was with Telkom or Afrihost. They have failed me as a consumer and their lack of foresight and business planning skills become very evident.

 

[eddief1]

I haven't locked him out of anything, but I've asked him very politely not to continually re-activate the services which are now being cancelled. It's not something that I would like to do at all - because I'd prefer for him to have full use of his accounts and services until the service agreement expires.

I think whatever the reasons - fair notice was given, fair compensation is pending to him, and he has ample time to consider other alternatives.

Not acceptable....

What are the official reasons as to why the account was cancelled? Surely you can't just go cancelling accounts without reason ?

 

[jeanres]

I think I've answered the cancellation issue several times - I don't think there is any value in revisiting this.

We don't know why the IPC is taking so long - we've been waiting just on six months now. Remember that we did get partial delivery before the end of the year, so I don't know if that was a signal that we could be waiting longer. The longest we waited previously was about 3 months (or just less).

I don't know at this stage how management plan to make up for performance on Business accounts. I have escalated the concerns to our management and Directors and I believe they are aware of the concerns and complaints. I also believe that they will make provision for some kind of gesture to affected clients. I think it's also fair to say that clients in the South are feeling this rather than Business clients as a whole, so that would factor into their decision.

Yet on point one, you are dancing around the question, why is this?

 

[Taranis]

I haven't locked him out of anything, but I've asked him very politely not to continually re-activate the services which are now being cancelled. It's not something that I would like to do at all - because I'd prefer for him to have full use of his accounts and services until the service agreement expires.

I think whatever the reasons - fair notice was given, fair compensation is pending to him, and he has ample time to consider other alternatives.

It looks like your actions and behaviour on behalf of Afrihost are based on pride and dominance rather than good business sense.
Members will hit you when the surveys come around.

 

[Fudzy]

It's pretty clear in their T&Cs:

Cancellations
Cancellations will only be accepted from within the Clientzone.
Afrihost requires one calendar month's written notice, which notice will take effect on the first day of the month immediately following the end of the notice period.
Cancellation of any ADSL service (Data or ADSL Line rental) is the client's responsibility and all tools to effect such cancellation are provided in ClientZone. The client is responsible for ensuring that such cancellation of service is actioned with due attention to terms of cancellation, as well as cancellation conditions which require the client to specifically indicate a required process (for example whether an ADSL Line Rental service should be moved back to Telkom or Cancelled entirely). Should the client incorrectly complete the cancellation process, Afrihost will not be liable for any additional costs or compensation to the client due to the error.

http://www.afrihost.com/site/page/terms_and_conditions

 

[Wall]

I put it to you that this is gonna come back to bite AH in the b@lls

+1. I'm very much a person of principle. I left MWEB when they introduced throttling although I doubt it would effect me. ( I'm a light user) I did this because I stood they dramatically altered the service agreement I entered with them.

At this point, I feel like cancelling my consumer uncapped account because of the going on in this thread...

 

[Gatecrasher]

As mentioned, that's within our purview as company reps. I'm not sure where this involves my ego, it really is nothing personal between me and the client, I've told him that I actually think he's a nice guy. But on a business level, the relationship was irretrievably broken.

It is difficult to believe a comment like this, and even harder to respect. The relationship was unilaterally broken by Afrihost. And to any sane observer, there was nothing irretrievable about it. Like me and others in this thread, he has paid for a service which he has not been receiving. And he asked specific and reasonable questions which were danced around and avoided by Afrihost forum reps.

You blame jeanres for trying to discredit Afrihost? In reality, Afrihost has managed to do that all by themselves.

 

[savage]

We don't know why the IPC is taking so long - we've been waiting just on six months now. Remember that we did get partial delivery before the end of the year, so I don't know if that was a signal that we could be waiting longer. The longest we waited previously was about 3 months (or just less).

Hang on - are we now saying that the IPC is NOT going to be there on the 10th? Do you not have account managers at Telkom? Does MTN not have account managers at Telkom? 'We don't know' just isn't good enough, and it is COMPLETELY unacceptable. SURELY someone must know what is going on. I refuse to believe 'we don't know,' it's WAY past that. If you ordered your IPC a month or three ago, I would still buy it. But after 6 months and all of this... Don't you think it's about time that Afrihost finds out?!?!?!?!?! For all you know, the order never went in!!!

I don't know at this stage how management plan to make up for performance on Business accounts. I have escalated the concerns to our management and Directors and I believe they are aware of the concerns and complaints. I also believe that they will make provision for some kind of gesture to affected clients. I think it's also fair to say that clients in the South are feeling this rather than Business clients as a whole, so that would factor into their decision.

Again - I suggest you find out... You are doing no one any faviours by being vague, neither are you doing anyone any faviours by avoiding issues...

 

[DJ...]

It's pretty clear in their T&Cs:



http://www.afrihost.com/site/page/terms_and_conditions

Er, not quite. That process was not followed. Not even remotely...

 

[eddief1]

@afriman

I think the only thing that is going to calm this thread down is to give definitive answers on the below:

1) Why was jeanres account cancelled ? Quote the T&C's and give an official response from Afrihost, not yourself.
2) Why is the IPC taking so long ? We need the official response, is Telkom taking long, have they got to lay fibre or what ?
3) Why should the peeps here continue to pay a premium from a non functioning service ? Will you provide discounts because we can't use the service as intended ?

If you just answer those directly it will go along way to calming things down here. Why no direct responses to questions ?

I think I've answered the cancellation issue several times - I don't think there is any value in revisiting this.

We don't know why the IPC is taking so long - we've been waiting just on six months now. Remember that we did get partial delivery before the end of the year, so I don't know if that was a signal that we could be waiting longer. The longest we waited previously was about 3 months (or just less).

I don't know at this stage how management plan to make up for performance on Business accounts. I have escalated the concerns to our management and Directors and I believe they are aware of the concerns and complaints. I also believe that they will make provision for some kind of gesture to affected clients. I think it's also fair to say that clients in the South are feeling this rather than Business clients as a whole, so that would factor into their decision.

And question 1 for the benefit of the forum ?

 

[AfriMan]

Hang on - are we now saying that the IPC is NOT going to be there on the 10th? Do you not have account managers at Telkom? Does MTN not have account managers at Telkom? 'We don't know' just isn't good enough, and it is COMPLETELY unacceptable. SURELY someone must know what is going on. I refuse to believe 'we don't know,' it's WAY past that. If you ordered your IPC a month or three ago, I would still buy it. But after 6 months and all of this... Don't you think it's about time that Afrihost finds out?!?!?!?!?! For all you know, the order never went in!!!



Again - I suggest you find out... You are doing no one any faviours by being vague, neither are you doing anyone any faviours by avoiding issues...

We're just covering the same ground over and over in different words. Nothing I've said here should be news to you, it's what I've been saying for the few hundred posts. I'm really not saying anything different.

The question was "why is it taking so long" which is what I am answering - it's not in any way indicating that it's not going to arrive on the promised date of the 10th (though that is still ultimately in Telkom's hands - not in our hands). Again, jumping to the conclusion that this is due to incompetence or neglect is unfounded. We've actively pursued this with MTN and Telkom - the reality is that these are the parameters we have to work within when it comes to being an ISP at this level. It's not simply like buying a router at the local store - these are specialised and expensive pieces of equipment that a custom built and configured and require specialised expertise within Telkom to implement.

 

[Chevron]

Hang on - are we now saying that the IPC is NOT going to be there on the 10th? Do you not have account managers at Telkom? Does MTN not have account managers at Telkom? 'We don't know' just isn't good enough, and it is COMPLETELY unacceptable. SURELY someone must know what is going on. I refuse to believe 'we don't know,' it's WAY past that. If you ordered your IPC a month or three ago, I would still buy it. But after 6 months and all of this... Don't you think it's about time that Afrihost finds out?!?!?!?!?! For all you know, the order never went in!!!

Good point.