Afrihost Fibre Feedback

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Luke7777 said:
I would like to add my 500 to my capped account :)
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Yep, that's the difference. The 65 gig left would have made no difference to my uncapped account. I still had the rest of the month to use my remaining DSL data though. But I didn't :D
 
Ok, I'm confused... will send you a PM.

/Update : While I'm waiting for response , might as well ask it here (it's quicker :) :
My fibre account has a 200GB cap , so with the 100/50 speed, it comes to R997. In order to make use of my VDSL data (@ R299) I can drop my fibre data to 25GB (lowest) which will then be R747. Will then change my router from my fibre account info to my old VDSL account. I also need to move my AH+ Double Data back to my VDSL account. Cost will then be R747 (Fibre acc) + R299 (VDSL acc) and obviously AH+ to that

Correct or am I more confused than I thought I was ? :)
 
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To all Capped Fibre users with supposed data rollover out there. May I ask how exactly you monitor your data usage and check remaining balances in clientzone?
I for one have a single number displayed in ONLY the browser based version of ClientZone that is meaningless as it does not tell me what was carried over and what is current month data and it only shows usage, yet no split between available amounts from the two data categories.
I'm not getting these answers via PM - nowadays those are simply ignored for weeks or forever.
How a functionality so simple yet so important can be neglected for so long is beyond me.
I might be wrong and other capped users have no need to know their balances.
 
AfriGenie said:
I am in the process of sending this through to the Critical Care Team along with all of the test results that you have sent through There is definitely something strange going on here.
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So, it is now the 17th of November and I still have 0 feedback.

This is exactly what has happened since the beginning. You say you will look at it, but nothing gets done. It ends up in your court and it disappears in the black hole of support issues which can be found in the Afrihost office. I've struggled with the same issue for close to 6 months now and NOBODY helps. I've logged calls, tickets, talked to you guys on this forum...I get promised the world but NOTHING gets done. You just ignore the issue and hope it goes away.

I'm not going to let this go.
 
acp said:
Here's the issue:
Your initial PM reply on 3 Nov did not provide the information I was asking for.
Subsequently on 6 Nov, I re-sent a PM with exact questions about the data allocations, carry-over etc.
I followed-up on 7 Nov by forwarding the same PM, this time sent to both AfriGenie and AfriFella.
I'm yet to receive any feedback.

Over and above the fact that as a capped user, I have no idea what data carry-over allocation I have (or don't have) and what is left of carry-over vs current month, this saga has a lot more to do with the general approach by Afrihost towards this kind of thing...

To give credit where it's due, my past experience in the ADSL days was always vastly different to what it is nowadays: Afrihost was the only ISP I could comfortably recommend to colleagues, family and friends, in particular for Responsiveness and overall Customer Experience.

Others might disagree and that is perfectly normal, understandable and acceptable, but my current experience of Afrihost is simply that it is far from the leading-edge ISP it used to be.

I'm sincerely hoping that the 'quick-and-easy' recurring and generic responses by the social media/forum teams will now be followed-up by some real and visible action and progress!
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It is because they built an 'ignore it they will go away' wall at their offices. Congratulation on reaching it, I've been here for a while now. I believe it was built when they reached a certain number of customers and confirmed that they actually have the budget to lose clients and not care about it. Real shame it had to happen, use to be an awesome company.
 
Luke7777 said:
Ok, I'm confused... will send you a PM.

/Update : While I'm waiting for response , might as well ask it here (it's quicker :) :
My fibre account has a 200GB cap , so with the 100/50 speed, it comes to R997. In order to make use of my VDSL data (@ R299) I can drop my fibre data to 25GB (lowest) which will then be R747. Will then change my router from my fibre account info to my old VDSL account. I also need to move my AH+ Double Data back to my VDSL account. Cost will then be R747 (Fibre acc) + R299 (VDSL acc) and obviously AH+ to that

Correct or am I more confused than I thought I was ? :)
Click to expand...

Technically that will work, however, you'll need to keep in mind that you will be at the mercy of the ADSL network policy. I always highly recommend that you stick to using your data on your Fibre Package as this will avoid a lot of confusion if you ever have an issue on your line. :)
 
acp said:
To all Capped Fibre users with supposed data rollover out there. May I ask how exactly you monitor your data usage and check remaining balances in clientzone?
I for one have a single number displayed in ONLY the browser based version of ClientZone that is meaningless as it does not tell me what was carried over and what is current month data and it only shows usage, yet no split between available amounts from the two data categories.
I'm not getting these answers via PM - nowadays those are simply ignored for weeks or forever.
How a functionality so simple yet so important can be neglected for so long is beyond me.
I might be wrong and other capped users have no need to know their balances.
Click to expand...

I have spoken to our Development Team regarding this and they will be rolling out this change in the future so it will display the same way it does with Capped the DSL packages.

I have also asked the Rep that you have been dealing with to respond to your PM as soon as he can.

I can assure that this functionality has not been neglected, because of the complicity that is involved with having as many Fibre Providers we do, we cannot simply roll out a 'One size fits all' solution.

You are right, our clients need to know their balances and I can assure you that we are working on this! :)
 
JCM said:
So, it is now the 17th of November and I still have 0 feedback.

This is exactly what has happened since the beginning. You say you will look at it, but nothing gets done. It ends up in your court and it disappears in the black hole of support issues which can be found in the Afrihost office. I've struggled with the same issue for close to 6 months now and NOBODY helps. I've logged calls, tickets, talked to you guys on this forum...I get promised the world but NOTHING gets done. You just ignore the issue and hope it goes away.

I'm not going to let this go.
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JCM said:
It is because they built an 'ignore it they will go away' wall at their offices. Congratulation on reaching it, I've been here for a while now. I believe it was built when they reached a certain number of customers and confirmed that they actually have the budget to lose clients and not care about it. Real shame it had to happen, use to be an awesome company.
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I'll definitely chat to the Critical Care Team to see what is happening with regards to your issue.

I can assure you that we are not ignoring you! It is no secret that we are inundated with a high volume of support queries, in saying this, we will are doing our level best to answer everybody as soon as we can! We are also working on reducing the response times! :)
 
AfriNatic said:
Technically that will work, however, you'll need to keep in mind that you will be at the mercy of the ADSL network policy. I always highly recommend that you stick to using your data on your Fibre Package as this will avoid a lot of confusion if you ever have an issue on your line. :)
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Not sure what you're getting at.
 
AfriNatic said:
I have spoken to our Development Team regarding this and they will be rolling out this change in the future so it will display the same way it does with Capped the DSL packages.

I have also asked the Rep that you have been dealing with to respond to your PM as soon as he can.

I can assure that this functionality has not been neglected, because of the complicity that is involved with having as many Fibre Providers we do, we cannot simply roll out a 'One size fits all' solution.

You are right, our clients need to know their balances and I can assure you that we are working on this! :)
Click to expand...

Thank you. I appreciate the response and have no concrete information to contradict the rhetoric around complexity of being able to show a data balance to a capped data subscriber. From a user/customer pov, it really seems simple enough though...

Regardless, this non-committal response has been the status quo since June (5 months ago)...
It then really must be a mammoth task to display data balances for fibre users.

The simple reality is that as a capped user, I don't know how much has rolled-over and how much remains at any time.

To contextualise: if a mobile network was unable to provide a user with accurate (or any) data usage feedback, imagine the kind of attention and back-lash that would attract.
To me, this fibre data and knowing exactly how much of it I have used is as important if not more than my mobile network's data, yet I simply have to absorb the reality that it will change 'in the future'...

From a user standpoint - not good enough, no matter how one twists or turns the argument.
 
I log into afrihost every morning as im on a 50g capped account..takes two minutes..I check my balance of how much I have left and I.keep a log book...on the last day of the month I check the balance and anything that is left over I asked the support to manually carry it over which they always do without a problem
 
STORMERSFAN said:
I log into afrihost every morning as im on a 50g capped account..takes two minutes..I check my balance of how much I have left and I.keep a log book...on the last day of the month I check the balance and anything that is left over I asked the support to manually carry it over which they always do without a problem
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That would work if you only have one product because the one counter is tracking all products.
In addition to fibre, I have an ADSL account and three mobile SIMs with their own data bundles and topups so the overall counter would not work for me in this case...
 
Afrihost going down

acp said:
I'm not getting these answers via PM - nowadays those are simply ignored for weeks or forever.
Click to expand...

I've had the same experience. AfriGenie and AfriFella just ignore PMs. You send in email or use the Web UI to create tickets, you get an autoresponse, and nothing further ever happens - not even a month later. The tickets don't even show up in ClientZone. I've phoned, the Support agent says "I'll find out [why your fibre hasn't been upgraded after more than a month] and phone you back in a few minutes", and then he simply never phones back.

Afrihost used to be a great company (remember when the CEO used to get back to you personally on a Sunday?), but those days are long gone. They're just going down the toilet. It's a great shame. I don't know if they'll be able to make a comeback from where they are today.
 
paoloc said:
I've had the same experience. AfriGenie and AfriFella just ignore PMs. You send in email or use the Web UI to create tickets, you get an autoresponse, and nothing further ever happens - not even a month later. The tickets don't even show up in ClientZone. I've phoned, the Support agent says "I'll find out [why your fibre hasn't been upgraded after more than a month] and phone you back in a few minutes", and then he simply never phones back.

Afrihost used to be a great company (remember when the CEO used to get back to you personally on a Sunday?), but those days are long gone. They're just going down the toilet. It's a great shame. I don't know if they'll be able to make a comeback from where they are today.
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We definitely do our best to get to every PM as quickly as possible. Really sorry to hear that this has been your experience. :( Tickets logged via ClientZone may appear to "disappear" if they have been escalated or moved into an internal queue that has no direct API with ClientZone. This doesn't mean that they have been deleted or will be ignored, it just means that they are being looked at internally. :) If you have any outstanding queries, please feel free to PM me or give me the ticket reference number and I'll help you get it resolved. :)
 
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