Afrihost FAIL

Grimspoon

Grimspoon

Executive Member
Joined
Nov 9, 2006
Messages
8,855
Reaction score
37
Location
Skyrim
I don't often lose my sense of humor but today I am done with Afrihost's absolute uselessness.

Long story short, I have had my website hosted with them for YEARS, at least 6 or 7 years my site has been up and running with them, occasional glitch but always fixed. Not any more. 2 weeks ago my site is down, I contact them and they tell me they moved my website to a new server. Fine. The issue was permissions based apparently and they fixed it immediately. This move of theirs did however cause issues with orders coming in and there were a few orders that "went missing" Anyway, doesn't matter, we move on.

This morning again my site is not loading correctly, exact same issue as two weeks ago. I contact them and they tell me its my problem and I must contact my developer? Huh? Really? I tell this chick that this is the same issue they messed up 2 weeks ago and all she can tell me is that there are files missing on my site and I must upload a backup......WTAF??

I am absolutely fuming. I feel like driving there and letting them know exactly how I feel about their **** support and useless staff. Today has cost me money. I have lost probably 30 orders because of these morons.

Absolutely disgusted! :mad::mad::mad::mad:


I will be moving my hosting and all my connectivity accounts somewhere else. Any good suggestions?
 
willing to bet no rep will touch this issue. in a week or two there will be a mesage saying its been sorted via PM.

.
 
Baxteen said:
willing to bet no rep will touch this issue. in a week or two there will be a mesage saying its been sorted via PM.

.
Click to expand...

Seriously I am mad as hell. They telling me that there is files missing. How the **** do files go missing? I am the only person with access, they have deleted the files and now saying its me.
 
Surprise surprise they fixed it. So tell me WTF I spent the entire day without my website running and losing income because of their incompetence. And they still have the ****ing nerve to tell me that I must get my developer to sort it out. AND THAT'S NOT ALL

They then have the cheek to tell me in the same email they admit they messed it up, that if I require any further assistance I must contact my developer as they don't deal with coding issues. Coding issues? YOU stuffed up my website all on your own and now its a coding issue?


Clearly I can't trust these people with my site. So I will be taking ALL of my business else where. And let this be a warning to others out there, don't believe these clowns when they tell you its not their problem its yours. I just proved today that they don't have a clue what they are doing.

/rant
 
Grimspoon said:
I don't often lose my sense of humor but today I am done with Afrihost's absolute uselessness.

Long story short, I have had my website hosted with them for YEARS, at least 6 or 7 years my site has been up and running with them, occasional glitch but always fixed. Not any more. 2 weeks ago my site is down, I contact them and they tell me they moved my website to a new server. Fine. The issue was permissions based apparently and they fixed it immediately. This move of theirs did however cause issues with orders coming in and there were a few orders that "went missing" Anyway, doesn't matter, we move on.

This morning again my site is not loading correctly, exact same issue as two weeks ago. I contact them and they tell me its my problem and I must contact my developer? Huh? Really? I tell this chick that this is the same issue they messed up 2 weeks ago and all she can tell me is that there are files missing on my site and I must upload a backup......WTAF??

I am absolutely fuming. I feel like driving there and letting them know exactly how I feel about their **** support and useless staff. Today has cost me money. I have lost probably 30 orders because of these morons.

Absolutely disgusted! :mad::mad::mad::mad:


I will be moving my hosting and all my connectivity accounts somewhere else. Any good suggestions?
Click to expand...

Hetzner
 
I had a similar issue. I built a website for a client who hosts with Afrihost. Standard PHP/MySQL site. Few months later the client complains that her site isn’t loading. I go check and see that her OLD Wordpress site was back up. But only partially, not all the files. So I DELETED everything, changed FTP passwords, deleted the database and deployed from our SVN from scratch. Nice and clean.

2 weeks later. Same issue. Wordpress files were dumped on top of my source files, overwriting index etc and some others.

This happened 4 times!
 
Grimspoon said:
I don't often lose my sense of humor but today I am done with Afrihost's absolute uselessness.

Long story short, I have had my website hosted with them for YEARS, at least 6 or 7 years my site has been up and running with them, occasional glitch but always fixed. Not any more. 2 weeks ago my site is down, I contact them and they tell me they moved my website to a new server. Fine. The issue was permissions based apparently and they fixed it immediately. This move of theirs did however cause issues with orders coming in and there were a few orders that "went missing" Anyway, doesn't matter, we move on.

This morning again my site is not loading correctly, exact same issue as two weeks ago. I contact them and they tell me its my problem and I must contact my developer? Huh? Really? I tell this chick that this is the same issue they messed up 2 weeks ago and all she can tell me is that there are files missing on my site and I must upload a backup......WTAF??

I am absolutely fuming. I feel like driving there and letting them know exactly how I feel about their **** support and useless staff. Today has cost me money. I have lost probably 30 orders because of these morons.

Absolutely disgusted! :mad::mad::mad::mad:


I will be moving my hosting and all my connectivity accounts somewhere else. Any good suggestions?
Click to expand...

Grimspoon said:
Surprise surprise they fixed it. So tell me WTF I spent the entire day without my website running and losing income because of their incompetence. And they still have the ****ing nerve to tell me that I must get my developer to sort it out. AND THAT'S NOT ALL

They then have the cheek to tell me in the same email they admit they messed it up, that if I require any further assistance I must contact my developer as they don't deal with coding issues. Coding issues? YOU stuffed up my website all on your own and now its a coding issue?


Clearly I can't trust these people with my site. So I will be taking ALL of my business else where. And let this be a warning to others out there, don't believe these clowns when they tell you its not their problem its yours. I just proved today that they don't have a clue what they are doing.

/rant
Click to expand...

Hi there Grimspoon. I can tell that you're terribly upset and really had the worst experience. :( I'm really sorry about what happened, but I'm glad to hear that your site is back up. All anger aside, I think it might be worth considering giving us another chance here based on your long-term good experience. :) With that being said, I'd love to take a look at what happened and any issues that are still outstanding. Please feel free to PM me your account info and any open ticket references you still have with our Hosting Team. :)
 
Ray7905 said:
I had a similar issue. I built a website for a client who hosts with Afrihost. Standard PHP/MySQL site. Few months later the client complains that her site isn’t loading. I go check and see that her OLD Wordpress site was back up. But only partially, not all the files. So I DELETED everything, changed FTP passwords, deleted the database and deployed from our SVN from scratch. Nice and clean.

2 weeks later. Same issue. Wordpress files were dumped on top of my source files, overwriting index etc and some others.

This happened 4 times!
Click to expand...

That doesn't sound right at all. :( The only way I could see this happening is from a restore that didn't run well. Our team wouldn't really restore a site without instruction, though. Are you still battling with this?
 
AfriFella said:
That doesn't sound right at all. :( The only way I could see this happening is from a restore that didn't run well. Our team wouldn't really restore a site without instruction, though. Are you still battling with this?
Click to expand...

Thought so to. However after setting up her new site again, we run a backup. Was fine for a few weeks. Then boom, old site back on the server from 2+ months back. Originally I thought I was the old developer being a prick hence why we changed all passwords.

But no, hasn’t happened again for 4 months or so.
 
AfriFella said:
Hi there Grimspoon. I can tell that you're terribly upset and really had the worst experience. :( I'm really sorry about what happened, but I'm glad to hear that your site is back up. All anger aside, I think it might be worth considering giving us another chance here based on your long-term good experience. :) With that being said, I'd love to take a look at what happened and any issues that are still outstanding. Please feel free to PM me your account info and any open ticket references you still have with our Hosting Team. :)
Click to expand...

You damn right I am angry. And this is the 2nd time in two weeks. First time I didn't say a thing, despite the fact that your team decided to move my website and in the course broke it and totally messed with our ordering system. Would have been nice if you firstly told me that you were moving my site so that I could make sure everything was working, but no you say nothing and obviously just winged it and hoped everything was fine, which clearly it was not.

Despite this I said nothing, you fixed it and I dealt with the fallout, but to go and do it a 2nd time!!!! And then you have the stupidity to tell me that it was my fault? That files are missing and I need to upload a backup of my site? Are you kidding me?

Oh and 1 more thing, the person who "fixed" the issue also set my config file to writable. How awesome is that? I had to go and fix this myself thanks to your support person clearly stating that anything further I must take up with my developer.

Bah! Seriously I don't need this stress in my life.
 
Grimspoon said:
You damn right I am angry. And this is the 2nd time in two weeks. First time I didn't say a thing, despite the fact that your team decided to move my website and in the course broke it and totally messed with our ordering system. Would have been nice if you firstly told me that you were moving my site so that I could make sure everything was working, but no you say nothing and obviously just winged it and hoped everything was fine, which clearly it was not.

Despite this I said nothing, you fixed it and I dealt with the fallout, but to go and do it a 2nd time!!!! And then you have the stupidity to tell me that it was my fault? That files are missing and I need to upload a backup of my site? Are you kidding me?

Oh and 1 more thing, the person who "fixed" the issue also set my config file to writable. How awesome is that? I had to go and fix this myself thanks to your support person clearly stating that anything further I must take up with my developer.

Bah! Seriously I don't need this stress in my life.
Click to expand...

As new servers are deployed or older servers phased out we do move Shared Hosting spaces to a different server from time to time.

This should happen dynamically and without any disruption. :( I'll check with AfriFella to get your details so that we find out what happened.
 
pathetic service from a pathetic company.
sad emoticons "sincere apologies" and yet nothing changes these same issues will keep cropping up because the staff turnover at afrihost is super high, the support staff get paid peanuts and they do not care about the clients because they are over worked and under paid.

its not the first time I have said these things on the forum, and it wont be the last.
Profit first, happy users second, happy staff third. normal way to run a business.
and looking around the forum there are very few happy users left

afrihost is the new openweb.
 
Baxteen said:
pathetic service from a pathetic company.
sad emoticons "sincere apologies" and yet nothing changes these same issues will keep cropping up because the staff turnover at afrihost is super high, the support staff get paid peanuts and they do not care about the clients because they are over worked and under paid.
Click to expand...
I think the reps here are genuinely interested in helping & they've always been fantastic imo. Unfortunately it does feel like they spend a lot of time profusely apologising for things that should've been dealt with properly & more competently by AH technical support staff. AH seem to have put their best people on these forums :).
 
saor said:
I think the reps here are genuinely interested in helping & they've always been fantastic imo. Unfortunately it does feel like they spend a lot of time profusely apologising for things that should've been dealt with properly & more competently by AH technical support staff. AH seem to have put their best people on these forums :).
Click to expand...

weird how a call center manager can always fix the problems the people in the call center cant fix hey?

I see this as the same situation.
high staff turnover on the lower tiers, with eventual promotion to be a rep here, basically means these reps have dealth with a lot of BS and know who can actually do the job and get the hight visibility problems sorted the quickest.
 
Baxteen said:
pathetic service from a pathetic company.
sad emoticons "sincere apologies" and yet nothing changes these same issues will keep cropping up because the staff turnover at afrihost is super high, the support staff get paid peanuts and they do not care about the clients because they are over worked and under paid.

its not the first time I have said these things on the forum, and it wont be the last.
Profit first, happy users second, happy staff third. normal way to run a business.
and looking around the forum there are very few happy users left

afrihost is the new openweb.
Click to expand...

I am sorry to hear that you have such a low opinion of us. :( It is no secret that we have been having a high volume of support queries and this has effected the turnover time frame when it comes to a resolution. We are doing our best to combat this by constantly expanding our Support Team.

Our Support Team is paid in occurrence to the industry standard and there are also competitive incentives .

Our business model will always remain the same in that the Client will always come first, as an employ I can vouch that we are taken care of very well.

I can assure you that there are more happy clients than there are unhappy one and we always try our best to chance the perspective of the unhappy ones. :)

If you have any issues, please drop me a PM so I can address them for you! :)
 
saor said:
I think the reps here are genuinely interested in helping & they've always been fantastic imo. Unfortunately it does feel like they spend a lot of time profusely apologising for things that should've been dealt with properly & more competently by AH technical support staff. AH seem to have put their best people on these forums :).
Click to expand...

Thank you for the complement! :) However, I do have to say that our Support Team is always trying their best to make sure that these little issues are addressed as soon as possible. We also have the other guys in the other Teams that also do their best to make sure that you don't encounter any issues.

If you have any issues, please send me a PM as I would love to address them for you! :)
 
So a week has come and gone and do you think anyone from Afrihost tried to call me like they said they would? Nope and nope. Even after completing your survey where I rated your support person very poorly, I received a sms back immediately stating how sorry you are for the poor service and that someone would contact you.

Empty promises. Dreadful service. Be warned.
 
Grimspoon said:
So a week has come and gone and do you think anyone from Afrihost tried to call me like they said they would? Nope and nope. Even after completing your survey where I rated your support person very poorly, I received a sms back immediately stating how sorry you are for the poor service and that someone would contact you.

Empty promises. Dreadful service. Be warned.
Click to expand...

Preaching to the choir here.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X