Afrihost going down the drain

M

moorsh

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Location
Gordons Bay, Cape Town
I waited 17 hours yesterday for a response to a fault on my uncapped business ADSL line. Sorry Gian, your 'Please accept my humble apologies' email about your pathetic support service a few weeks ago just doesn't cut it when I lose 15k+ because of their incompetence :mad:
 
What hailing frequencies did you use? Smoke?
 
Please don't ever get a cloud server from them (Microsoft) they promise you the world and at the end of the day i get a 6k bill for two days of data that they can't prove that went through our server.
 
moorsh said:
I waited 17 hours yesterday for a response to a fault on my uncapped business ADSL line. Sorry Gian, your 'Please accept my humble apologies' email about your pathetic support service a few weeks ago just doesn't cut it when I lose 15k+ because of their incompetence :mad:
Click to expand...

If you're relying on one source of connectivity for such an important thing (Share trading maby?) I'd have put backups in place
 
I also have issues with them proving traffic.
My parents have a 2mbps ADSL through them and they somehow manage to download over 600GB per month. i can assure you they aren't downloading torrents or anything major. they literally use it for emails and my brother plays online from time to time.

I ask how it is possible and they can't tell me.
It is an uncapped account so it not a major issue but still it would be nice to know where all the traffic is being generated.

If i calculate how much data you can download with a 2mbps line i come to around +/- 550GB so they would have to be maxing out the line 24/7 for the month and somehow get a boost every now and then to achieve the reported 600+ MB.

checked the 4 machine for malware, spyware, viruses and no issues there.
busy setting up a firewall for them so i can provide proof that the traffic isn't being generated by them.
 
Argus said:
I also have issues with them proving traffic.
My parents have a 2mbps ADSL through them and they somehow manage to download over 600GB per month. i can assure you they aren't downloading torrents or anything major. they literally use it for emails and my brother plays online from time to time.

I ask how it is possible and they can't tell me.
It is an uncapped account so it not a major issue but still it would be nice to know where all the traffic is being generated.

If i calculate how much data you can download with a 2mbps line i come to around +/- 550GB so they would have to be maxing out the line 24/7 for the month and somehow get a boost every now and then to achieve the reported 600+ MB.

checked the 4 machine for malware, spyware, viruses and no issues there.
busy setting up a firewall for them so i can provide proof that the traffic isn't being generated by them.
Click to expand...

Change your Wi-Fi password and Enable WPA2-PSK
 
moorsh said:
I waited 17 hours yesterday for a response to a fault on my uncapped business ADSL line. Sorry Gian, your 'Please accept my humble apologies' email about your pathetic support service a few weeks ago just doesn't cut it when I lose 15k+ because of their incompetence :mad:
Click to expand...

Rather than sit around for 17 hours, why not pick up the phone and call their customer support?
 
Argus said:
I also have issues with them proving traffic.
My parents have a 2mbps ADSL through them and they somehow manage to download over 600GB per month. i can assure you they aren't downloading torrents or anything major. they literally use it for emails and my brother plays online from time to time.

I ask how it is possible and they can't tell me.
It is an uncapped account so it not a major issue but still it would be nice to know where all the traffic is being generated.

If i calculate how much data you can download with a 2mbps line i come to around +/- 550GB so they would have to be maxing out the line 24/7 for the month and somehow get a boost every now and then to achieve the reported 600+ MB.

checked the 4 machine for malware, spyware, viruses and no issues there.
busy setting up a firewall for them so i can provide proof that the traffic isn't being generated by them.
Click to expand...

You might want to take a look at this thread - http://mybroadband.co.za/vb/showthread.php/581871-Afrihost-this-would-be-funny-if-it-wasn-t-tragic - Afrihost's billing system is quite capable of generating totally incorrect (and physically impossible) adsl usage data. And Afrihost will, with a straight face, agree that the data is wrong, but somehow still insist that the data can be used to bill you.
 
moorsh said:
I waited 17 hours yesterday for a response to a fault on my uncapped business ADSL line. Sorry Gian, your 'Please accept my humble apologies' email about your pathetic support service a few weeks ago just doesn't cut it when I lose 15k+ because of their incompetence :mad:
Click to expand...

Really sorry to hear about this.
As Gian did mention though, we are in the process of bringing more Support guys on board but this does take some time.

Please drop me a PM with your ticket ref# and I'll follow up on this ASAP for you :(
 
Argus said:
I also have issues with them proving traffic.
My parents have a 2mbps ADSL through them and they somehow manage to download over 600GB per month. i can assure you they aren't downloading torrents or anything major. they literally use it for emails and my brother plays online from time to time.

I ask how it is possible and they can't tell me.
It is an uncapped account so it not a major issue but still it would be nice to know where all the traffic is being generated.

If i calculate how much data you can download with a 2mbps line i come to around +/- 550GB so they would have to be maxing out the line 24/7 for the month and somehow get a boost every now and then to achieve the reported 600+ MB.

checked the 4 machine for malware, spyware, viruses and no issues there.
busy setting up a firewall for them so i can provide proof that the traffic isn't being generated by them.
Click to expand...

Me thinks the old man is downloading distros?
 
Bryn26 said:
I've also called customer service in recent days, and while it was an annoying wait (around 10 min), I was dealt with and that was that.

My point was that it's stupid to wait endlessly for someone to get back to you. Pick up the phone and make things happen. If Afrihost won't take your calls then focus on that rather.
Click to expand...

it's not a case of afrihost not taking MY calls if that is what you are trying to imply - they are unable to try screen calls as the caller id is withheld on my one phone in any event.

this problem with afrihost is well documented & referenced within this section - even acknowledged by them.
 
I have been a "happy" customer for over a decade with afrihost, I was so happy that I did my mobile, webhosting and fibre through them, then all a sudden from around April 2025 I started experiencing all sort of unreasonable customer issues. It's at a point that I don't have any service and they are literally requesting double payment and "more". I made a payment 3 day in advance, and now that payment is seen as a "previous" payment and got my service cancelled and I am being told is I have to pay the amount I already paid with the penalties to get my service on again. how can this be justified, this is really wrong and sadly this is not the first time something like this has happened. But I cannot continue with this service provider anymore. I lost that trust and customer satifaction.
 
Captain Sprocket said:
I have been a "happy" customer for over a decade with afrihost, I was so happy that I did my mobile, webhosting and fibre through them, then all a sudden from around April 2025 I started experiencing all sort of unreasonable customer issues. It's at a point that I don't have any service and they are literally requesting double payment and "more". I made a payment 3 day in advance, and now that payment is seen as a "previous" payment and got my service cancelled and I am being told is I have to pay the amount I already paid with the penalties to get my service on again. how can this be justified, this is really wrong and sadly this is not the first time something like this has happened. But I cannot continue with this service provider anymore. I lost that trust and customer satifaction.
Click to expand...
Hi

Please accept our sincere apologies for the inconvenience and frustration caused by the billing dispute and the cancellation of your service.
May you please drop me a PM with your email address or Afrihost account number so we cant have a look with the Accounts Team.
 
Afrigirl said:
Hi

Please accept our sincere apologies for the inconvenience and frustration caused by the billing dispute and the cancellation of your service.
May you please drop me a PM with your email address or Afrihost account number so we cant have a look with the Accounts Team.
Click to expand...
unfortunately this will lead to the exact same disappointment as you can actually do nothing other than only inform me that I have an outstanding amount. I don't have the energy to work with this service provider anymore, I don't need try and justify myself anymore. I am finally moving along...
 
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