Afrihost Capped DSL Feedback

[JCM]

Can someone please explain to me why afrihost support has gone to utter ****? Instead of giving me feedback let's just let the calls idle for a while and it will be closed after a couple of days. Should you not at least ask the user/client if they are happy and if the issue has been resolved? I have opened so many tickets for the same god damn reason the past 2 months because of this. Not only that, I had another query last week where I decided I'll give the call center a shot. Got a reference, was promised that he will phone back the same day. Nothing. I had to Ask on Monday again what is happening. Got an email the same day, replied and yet again...nothing for 2 days.

Really?

This is starting to make me fume. Been a customer for many years and I honestly can't believe that it has gotten this bad. Either you are understaffed or you don't care. Either or, I'm really regretting that I also ordered Fibre through you.

Today someone asked me which Fibre ISP I suggest and for the first time I had to tell them, stay away from Afrihost...their support is horrible.

Oh btw, private messages on the forum? Any better? Same thing, let's just leave it and hope it will go away. 0 feedback.

 

[AfriNatic]

Can someone please explain to me why afrihost support has gone to utter ****? Instead of giving me feedback let's just let the calls idle for a while and it will be closed after a couple of days. Should you not at least ask the user/client if they are happy and if the issue has been resolved? I have opened so many tickets for the same god damn reason the past 2 months because of this. Not only that, I had another query last week where I decided I'll give the call center a shot. Got a reference, was promised that he will phone back the same day. Nothing. I had to Ask on Monday again what is happening. Got an email the same day, replied and yet again...nothing for 2 days.

Really?

This is starting to make me fume. Been a customer for many years and I honestly can't believe that it has gotten this bad. Either you are understaffed or you don't care. Either or, I'm really regretting that I also ordered Fibre through you.

Today someone asked me which Fibre ISP I suggest and for the first time I had to tell them, stay away from Afrihost...their support is horrible.

Oh btw, private messages on the forum? Any better? Same thing, let's just leave it and hope it will go away. 0 feedback.

I'm sorry to here that you have had such a bad experience.

When submitting support requests, it's not always advisable to log multiple tickets, as this will hinder the response time to your query.

It is true that, due to the high demand for fibre and other products, we have recently been experiencing higher volumes of support queries which has caused some queries to be responded to a little later than what we would like. In saying this, we have taken every measure to make sure that we deliver the standard of service that our clients has become accustomed to.

If you need any personal assistance, you are more than welcome to send me a PM and I'll be sure to work with you in order to get this matter resolved.

 

[JCM]

I'm sorry to here that you have had such a bad experience.

When submitting support requests, it's not always advisable to log multiple tickets, as this will hinder the response time to your query.

It is true that, due to the high demand for fibre and other products, we have recently been experiencing higher volumes of support queries which has caused some queries to be responded to a little later than what we would like. In saying this, we have taken every measure to make sure that we deliver the standard of service that our clients has become accustomed to.

If you need any personal assistance, you are more than welcome to send me a PM and I'll be sure to work with you in order to get this matter resolved.

If tickets are closed(by your system or you) without providing feedback after a set time or requesting if it can be closed I am forced to open another ticket.

Please guys, I really want to believe that you can do better than this. Talk to your service department and just light some fire under their arses. Follow up on queries, give feedback.

I got a reply on my query from Monday this morning. I will let you know if I don't get helped, thank you.

 

[AfriGenie]

If tickets are closed(by your system or you) without providing feedback after a set time or requesting if it can be closed I am forced to open another ticket.

Please guys, I really want to believe that you can do better than this. Talk to your service department and just light some fire under their arses. Follow up on queries, give feedback.

I got a reply on my query from Monday this morning. I will let you know if I don't get helped, thank you.

Thanks!

We definitely need to get to the bottom of this!

 

[Nikkel]

Any surprises for Spring?

 

[AfriMan]

Any surprises for Spring?

Hmmm, I wonder ...

 

[chrisc]

Not getting any response from Afrihost

Filled in a Support form on the website on 21st August (content repeated below). Had a generic response, but nothing thereafter. Sent 3 further emails, no response

Called the 011-866XXXX number this morning. Agent says I must be patient, but he will put me through to Hosting. Heard a message that I am 21st in the queue. Held on for 45 mins, I was 3rd in the queue

Then engaged tone

Called back. Now I am 11th in the queue, after a further 20 mins, someone answers but they cannot hear me

Total fail

So go onto Website again and start "Live Chat". After watching "Connecting" for 15 mins, I am told no-one is available

This has taken from 10h15 until now, which is 14h40 to get nowhere

Original problem is:

My outgoing mail is routed through SMTP.Afrihost.co.za on port 587

99% of my emails are delivered quickly

One addressee I have a problem with is my insurance broker who has an iBurst.co.za email address. At least 2 out of 10 emails I send do not reach him. This has had serious consequences in that an instruction to insure an item was not received by him, there is now a claim and everyone is washing their hands of it

I called iBurst and they undertook to add my email address to a "whitelist" whatever that means

It did not seem to make any difference. A email I sent to this address on 21st August was not delivered.

How can I resolve this please?

Thank you

 

[Stormer12]

@AfriMan What is you FUP for your Home-Uncapped 8Mbps.

We stream the whole day.

we have a capped account currently; that performs well. We do about 400-500gb a month including the free time

My line sync's @ 5 so 4Mbps uncapped wont do.

Thanks

 

[Nikkel]

Does anyone know if non Telkom ISP peeps will also be getting the free line speed upgrades?

 

[AfriGenie]

Not getting any response from Afrihost

Filled in a Support form on the website on 21st August (content repeated below). Had a generic response, but nothing thereafter. Sent 3 further emails, no response

Called the 011-866XXXX number this morning. Agent says I must be patient, but he will put me through to Hosting. Heard a message that I am 21st in the queue. Held on for 45 mins, I was 3rd in the queue

Then engaged tone

Called back. Now I am 11th in the queue, after a further 20 mins, someone answers but they cannot hear me

Total fail

So go onto Website again and start "Live Chat". After watching "Connecting" for 15 mins, I am told no-one is available

This has taken from 10h15 until now, which is 14h40 to get nowhere

Original problem is:

My outgoing mail is routed through SMTP.Afrihost.co.za on port 587

99% of my emails are delivered quickly

One addressee I have a problem with is my insurance broker who has an iBurst.co.za email address. At least 2 out of 10 emails I send do not reach him. This has had serious consequences in that an instruction to insure an item was not received by him, there is now a claim and everyone is washing their hands of it

I called iBurst and they undertook to add my email address to a "whitelist" whatever that means

It did not seem to make any difference. A email I sent to this address on 21st August was not delivered.

How can I resolve this please?

Thank you

Do you get an error message or bounceback when the fails to be delivered?

 

[AfriGenie]

@AfriMan What is you FUP for your Home-Uncapped 8Mbps.

We stream the whole day.

we have a capped account currently; that performs well. We do about 400-500gb a month including the free time

My line sync's @ 5 so 4Mbps uncapped wont do.

Thanks

The 8Mbps Home Uncapped account can use 100GB of data in the last 30-days before the throttling kicks in. You can get a more detailed breakdown Here.

If your usage is at that level a Home Uncapped account may not work for you.

 

[AfriGenie]

Does anyone know if non Telkom ISP peeps will also be getting the free line speed upgrades?

We're doing our best to find out what's the story is here. The moment we get any sort of confirmation we'll notify everyone.

 

[Stormer12]

The 8Mbps Home Uncapped account can use 100GB of data in the last 30-days before the throttling kicks in. You can get a more detailed breakdown Here.

If your usage is at that level a Home Uncapped account may not work for you.

Thank you.

 

[AfriGenie]

Thank you.

No problem!

 

[Stormer12]

We're doing our best to find out what's the story is here. The moment we get any sort of confirmation we'll notify everyone.

 

[electrofreeze]

internet is going down the crapper again with jerky browsing and youtube taking forever to load

 

[AfriMan]

internet is going down the crapper again with jerky browsing and youtube taking forever to load

Everything is running smoothly on this side. Any chance you can paste up a few tests we ca look at?

 

[Uga2506]

Hi AfriMan,

I have over the last 2 months plus been having endless issues with the speed on my line. I've logged numerous support tickets and the same feedback / "solution" is given every single time with the tests, pings, being asked to change my dns every time my line speeds goes down again and so on, but all with the same end result. I decided to switch from an uncapped package to a capped unshaped account to see if it makes any difference but my experience has been pretty much the same as when I was on the uncapped package... I have asked on more than one occasion for you guys to get Telkom to test my line but this has not been done? I am more than willing to go through the same process every time but when do we get to a point in realizing that the same stuff is not solving the problem? It's getting to the point where I am really considering cancelling with you and moving a different ISP?

 

[AfriNatic]

Hi AfriMan,

I have over the last 2 months plus been having endless issues with the speed on my line. I've logged numerous support tickets and the same feedback / "solution" is given every single time with the tests, pings, being asked to change my dns every time my line speeds goes down again and so on, but all with the same end result. I decided to switch from an uncapped package to a capped unshaped account to see if it makes any difference but my experience has been pretty much the same as when I was on the uncapped package... I have asked on more than one occasion for you guys to get Telkom to test my line but this has not been done? I am more than willing to go through the same process every time but when do we get to a point in realizing that the same stuff is not solving the problem? It's getting to the point where I am really considering cancelling with you and moving a different ISP?

Hi there

That really does not sound cool. I would like to do some testing on my side and I'll definitively take a look at your line for you.

Could you send me a PM with all your account information and your most recent support ticket references. If you could also include any traceroutes and ping tests that you have sent the team so I can go over them to make sure that I do not miss anything.

Looking forward to hearing from you.

 

[Niner]

Anybody having issues in CT? On capped account, I have data left, router's showing the line's good, but not connecting to the net.