Afrihost Fibre Feedback

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Luke7777 said:
As long as it's not a 'Developers are very busy and don't have time to add it to the site' ;) The "might" and "soon" in your response is pretty vague though.. AH used to be the first in offering new stuff, now you're just catching up...
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I don't have all info, but it really depends on a few factors like the commercials, creating new products and integrating into the ecosystem, etc.

But I am sure the guys are on it ;)
 
Hi

I am currently on SADV backbone, was with other ISP, they throttled me on a 20/20 uncapped but they never admitted to it. I cancelled and last day is end of April. I want to sign up home uncapped 20mb, i see you throttle the line at 200GB. Does this throttling roll over into a new month or if i reach the cap this month you then slow down my line and next month it start off afresh, like how cap accounts work. Second question, how long will it take to recieve the router? Third question, your CAPPED fibre account, does the data roll over like ADSL accounts, and do you apply afrihost plus to double the data.
 
Totempole said:
Good evening Afrifolks,

Today I was hit with a massive bill for cancelling my Fibre in favour of ADSL for affordability reasons.

This is presumably a simple admin error, as I've been over your "Fibre Broadband Terms and Conditions", countless times before signing up, and there is nothing to indicate a cancellation fee or penalty of any kind for signups which took place on or after 5 October 2017.

I even confirmed with you on this very forum that there would not be any cancellation fees if I were to cancel the service in less than 6 months.

I would appreciate that someone sort this out as soon as possible, as I'm unable to settle my ADSL account until this matter is resolved.
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Totempole said:
UPDATE: I'm pleased to report my issue has been resolved.

Huge thanks to George (Accounts Supervisor) for going out of his way to help me when nobody else was willing to.

Right now, he is the only reason I am continuing to do business with Afrihost.
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This is my current situation, can anyone here please help me? Any advice?
 
micham03 said:
Hi

I am currently on SADV backbone, was with other ISP, they throttled me on a 20/20 uncapped but they never admitted to it. I cancelled and last day is end of April. I want to sign up home uncapped 20mb, i see you throttle the line at 200GB. Does this throttling roll over into a new month or if i reach the cap this month you then slow down my line and next month it start off afresh, like how cap accounts work. Second question, how long will it take to recieve the router? Third question, your CAPPED fibre account, does the data roll over like ADSL accounts, and do you apply afrihost plus to double the data.
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Let's hope I get all your questions :)

1) Throttling uses a rolling window. So it won't reset on the 1st of the month, it depends on your ongoing usage habits. However, we only throttle when the network is busy, so you should still have a great experience.

2) It should only take a couple of days for the router to be delivered (unless we don't have stock - but right now we're good). It also depends on whether you're in a major city centre or out in the sticks.

3) Data does roll over on most capped fibre products, some are still not happening as we'd like but we'll do it manually for you if there are glitches. Afrihost + does give you double data.
 
CUDlybunny said:
This is my current situation, can anyone here please help me? Any advice?
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It sounds like you might be reading the terms for fixed wireless. There is a cancellation fee for Fibre only if you took advantage of the free router and/or free installation promotion. If not, it would not apply.

You can drop me a PM and I'll take a look for you :(
 
AfriMan said:
Let's hope I get all your questions :)

1) Throttling uses a rolling window. So it won't reset on the 1st of the month, it depends on your ongoing usage habits. However, we only throttle when the network is busy, so you should still have a great experience.

2) It should only take a couple of days for the router to be delivered (unless we don't have stock - but right now we're good). It also depends on whether you're in a major city centre or out in the sticks.

3) Data does roll over on most capped fibre products, some are still not happening as we'd like but we'll do it manually for you if there are glitches. Afrihost + does give you double data.
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Thanks for your reply, I see you also have a cancellation fee if one takes advantage of a router, I currently have a TP link router, do I need your router and what type of a router do you use?
 
AfriMan said:
It's exclusive to us here in SA. There are definitely no other ISPs offering this :)
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So it's exclusive to you as an ISP using it, it's not exclusive then.
Rather just leave the exclusive? Plus it would look cleaner.

Nice that you're implementing that feature though, I'll probably use it the next time I have a problem.

Luke7777 said:
You want to have a look at my account ? :) Although rollover is not automatic currently, it happens and AH+ is also doubling data. So....
,
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I've never had roll-over, but again, I don't use the Afrihost data account unless I am having problems with Vox, as happened last week; having to manually request it every month is a bit crazy.
Afrihost seems to average around 20ms higher at 175-180ms, which is slightly noticeable while gaming. Stability wise, they do seem to have improved over the last year again.
 
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AfriMan said:
It sounds like you might be reading the terms for fixed wireless. There is a cancellation fee for Fibre only if you took advantage of the free router and/or free installation promotion. If not, it would not apply.

You can drop me a PM and I'll take a look for you :(
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I've never read any T&Cs more closely than I've had to read afrihost's...point 10.9 in your fibre terms specifically points to R999 penalty if cancelling within 6 months if you signed up between October 2017 and March 2018.

Everyone from Afrihost's support team have acted clueless to this term in your contract. Even now you still carry on this game in a public forum telling me I've perhaps read incorrectly.... Enough with the games.

I've sent you a pm.
 
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micham03 said:
Thanks for your reply, I see you also have a cancellation fee if one takes advantage of a router, I currently have a TP link router, do I need your router and what type of a router do you use?
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As far as I know the router is optional :)
 
Johnatan56 said:
So it's exclusive to you as an ISP using it, it's not exclusive then.
Rather just leave the exclusive? Plus it would look cleaner.

Nice that you're implementing that feature though, I'll probably use it the next time I have a problem.



I've never had roll-over, but again, I don't use the Afrihost data account unless I am having problems with Vox, as happened last week; having to manually request it every month is a bit crazy.
Afrihost seems to average around 20ms higher at 175-180ms, which is slightly noticeable while gaming. Stability wise, they do seem to have improved over the last year again.
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I don't think any brands in SA are using it, but that's a gut feel. I haven't extensively researched it myself, but I am sure our website team would have made sure before posting that claim.
 
CUDlybunny said:
I've never read any T&Cs more closely than I've had to read afrihost's...point 10.9 in your fibre terms specifically points to R999 penalty if cancelling within 6 months if you signed up between October 2017 and March 2018.

Everyone from Afrihost's support team have acted clueless to this term in your contract. Even now you still carry on this game in a public forum telling me I've perhaps read incorrectly.... Enough with the games.

I've sent you a pm.
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I'm basing this on the information you posted, which was already someone else's post - so hard to give specific feedback.

But have replied on PM, the accounts team have already credited you for the fee.
 
AfriMan said:
I don't think any brands in SA are using it, but that's a gut feel. I haven't extensively researched it myself, but I am sure our website team would have made sure before posting that claim.
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Exclusive doesn't mean only in South Africa. It means only you, period. Also, did you sign an exclusivity contract? Probably not, so any competitor can offer the same, again, it's not exclusive.
 
Hi guys,

Just a heads-up. Not sure if anyone else has had any problems like this but for the sake awareness, I'm putting it out there.

I signed up for a fibre deal at Afrihost in November 2017. I am at a point now where I want to cancel, but when I asked about how much I would be charged, I got the following from Afrihost support:

"There will be charges of R2,993.62 as you will be cancelling before the end of 18 months period."

According to Afrihost website:

"Should you cancel your Afrihost Fibre less than 6 months from installation, or your account falls into arrears, you will be charged a cancellation fee of R999. (Only applicable for signups done on or after 05 October 2017)."

So my issue is:

- Afrihost can give me my signup date and time (down to the minute),
- They have different terms for deals signed before 05 October 2017 than those signed after 05 October 2017,
- It is clear that my sign-up took place after the 05 October,
- Afrihost has informed me that I will be liable for charges as though I signed-up before the given date, and not after (as is clear from the dates)

I opened a support ticket, was told that I needed to contact "accounts", accounts then told me that the issue needed to be corrected by the "dev" department, all of this was last week, and still no reply. Attempts to reply to the email thread from last week results in a failure to deliver and raw HTML being output in the mail body along with the failure response.

Please be aware. Thank you.
 
AfriMan said:
As far as I know the router is optional :)
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And your cancellation policy, other ISP's are clear, one month notice period, yours appears to be very criptic. If i dont take a router as I already have one from the previous ISP, does this cancellation fee of R999 fall away
 
micham03 said:
And your cancellation policy, other ISP's are clear, one month notice period, yours appears to be very criptic. If i dont take a router as I already have one from the previous ISP, does this cancellation fee of R999 fall away
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You shouldn't need to pay a cancelation fee if you didn't take advantage of a free router and/or free installation.
 
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