Afrihost mobile data disappearing

@RiD1 call them and they'll top you up. I was helped out this morning.

Apparently there's a problem with the logs. Still no response to the tickets and calls.
 
Thanks, I have actually called them yesterday, but for the whole rest of the day i was not able to topup. calling over a weekend is difficult, the queues take longer to clear up. I will probably have to call them tommorow, will see how that goes.

THey topped me up early this morning, but while i'm at it I might as well point out that 2GB of this morning's topup is already gone. 500mb went shortly after the topup. I still have 3GB left though which is most likely going to be gone by tommorow.

I got a response this afternoon to one ticket i logged in the week via email. I find it better to chat via the website LIVE CHAT.
 
madduck said:
It's almost like there's an algorithm that waits until you're using some data, then starts using more, only when you're using it.
Click to expand...

yes, definitely true...one whatsapp message costs 115MB in my case.
 
Definately something wrong on their side!

My wife uses AH for her cell data and up to last month she has been quite happy. Then we got the invoice for July and it was basically one big error. (and yes, I do know how to read and understand an invoice :-) )

She emailed the accounts dept and a day later received a one line reply that made no sense at all. She then tried to call the help line, but could not stay on the line for the hours that it would seem to take to speak to a human.

I then looked at this thread and sent a PM to Afriguy, Afrigenie and later Afriman. This was last week and I am still to receive one reply.

Basically AH is giving me the middle finger and tonight at 12am they are going to use their faulty invoice to basically "steal" my money.
 
Cant you block the debit order from going off? Or reverse the debit order after it goes off. I think i saw functionality like that on FNB online banking.

But then again, if the fault is on their side, they will compensate, like they are compensating me, and fortunately im prepaid and not post-paid contract.

They've given me about 3 topups including one generous topup to makeup for all the topups i've done, but the problem still exists and this is not the ultimate solution but it helps a bit. The generous topup I got on Sunday, is almost used up and should be over by tonight.

On this Saturday I got a reply to an email i sent them before I even started commenting on this thread. They offered to investigate exactly what is using my data but needed my permission beforehand because its illegal for them to keep such records.
I gave the agent my permission and will see where that leads to - though responding to that mail gave me return emails saying its unable to send to adress because it does not exist - and that confuses me.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

[email protected]
(generated from [email protected])
SMTP error from remote mail server after RCPT TO:<[email protected]>:
host spe.spambox.co.za [196.38.95.198]: 550 relay not permitted!
Click to expand...

ended up copying the whole email to a new email and sending it to [email protected] - resulting in a new ticket.
 
Finhobbyist said:
a day later received a one line reply that made no sense at all.
Click to expand...

Yup, that has been my experience every time I've contacted support. Write them a 3 page email with traceroutes, diagrams, circles and arrows, and you get a form reply saying "we've had some network instability, please reboot your modem". I suppose their support guys are in a race to see who can close a ticket the quickest.

This time the response was "I've mailed you the logs, I've checked and they are correct."
But the logs only showed 18 MB used, and the 500 MB account was capped. Eh?
 
This issue gets worse and worse.

the monthly 2gb topup was loaded and disappeared almost immediately. So at about 8am i chatted and they reloaded it. That second 2GB is also already gone now.

Now they want the DEVS to look into it.

I cant even load topups manually.!
 
another 2GB has been reloaded after a chat again.

Apparently issue has been resolved.

I highly doubt it.

already 50mb is gone.
 
AfriGenie finally replied to my post promising to help.
Its now a day later and nothing.....
 
RiD1 said:
This issue gets worse and worse.

the monthly 2gb topup was loaded and disappeared almost immediately. So at about 8am i chatted and they reloaded it. That second 2GB is also already gone now.

Now they want the DEVS to look into it.

I cant even load topups manually.!
Click to expand...

RiD1 said:
another 2GB has been reloaded after a chat again.

Apparently issue has been resolved.

I highly doubt it.

already 50mb is gone.
Click to expand...

There are definitely no cases of data disappearing. :) Did you get a reference number pertaining to your case with our dev team.
 
AfriFella said:
There are definitely no cases of data disappearing. :) Did you get a reference number pertaining to your case with our dev team.
Click to expand...
Each time I chat to an agent i get told the devs are looking at it.
I do not know how there can be no cases of data disappearing.
2 weeks at this already.

today 4 x 2GB gone. My usage logs dont work. The last usage was recorded on the 20th.
today was the worst day. and today is the day the agent says the issue has now been resolved.

Busy in a chat session with an agent now as there is no data in the account again.

The agent says his supervisor escalated it to Mike the support manager.

Im growing tired of this.

Ive used my sim in the device too and it works fine , no data loss. The fault is clearly on your side.
My sim is also with Afrihost.
 
AfriFella said:
There are definitely no cases of data disappearing. :)
Click to expand...

Hahaha. The agent said there's a problem with the logs, he's been told to top up anyone who complains, by any amount they say is missing. Wasn't interested in proof.

Here are my reference numbers:
#OVD-821-43326
#ZIB-707-68787
 
saor said:
Something doesn't add up here.
Click to expand...

YES!! My data usage doesnt add up to the amount of data disappearing !!! :crylaugh:

But on a more serious note, the account is still in 0mb since then.

Afrifella - this crap all started since the weekend my usage graphs went KAPUT - over 10GB usage on a 2GB account in one single day with no topups. Thats the graph i posted somewhere in the beginning of this thread. Since i reported that my USAGE LOGS in clientzone also froze and is still standing on the 20th. So why all of this if there are no issues?

In the meantime i bought a normal prepaid sim and put it in sim slot 2 - data mode only - just to carry my nephew through this time. Tommorow im on their case again to sort this out.
 
zz.PNG

Dearest 2GB account, how you managed to reach almost 20GB is beyond me.
I think its time for you to RIP

You served us so well but your time has come.
You have 30 days left and then we have to turn the heart machine off.
 
madduck said:
Hahaha. The agent said there's a problem with the logs, he's been told to top up anyone who complains, by any amount they say is missing. Wasn't interested in proof.

Here are my reference numbers:
#OVD-821-43326
#ZIB-707-68787
Click to expand...

A dev bug around logs/reporting VS data disappearing and not coming back is two different things. There are no cases of data disappearing. I'll follow up on your tickets. :)
 
RiD1 said:
View attachment 452584

Dearest 2GB account, how you managed to reach almost 20GB is beyond me.
I think its time for you to RIP

You served us so well but your time has come.
You have 30 days left and then we have to turn the heart machine off.
Click to expand...

I'm sorry to see this RiD1. :( Hopefully it won't have to come to that.
 
AfriFella said:
I'm sorry to see this RiD1. :( Hopefully it won't have to come to that.
Click to expand...
We will never know if its fixed. The agent mailed me today in connection with one of my many mails requesting data reallocation and said he cannot reallocate since the account is in a pending cancellation status.
I have officially given up trying to constantly top up the account.
The account cannot even be manually topped up by myself because it has reached some limit that prevents me from doing so. Some agents say i can top up , some say i need to first mail accounts@afrihost to remove limit. I give up.
 
i thought the cancellation takes a month?

I created a new data account with a new sim number under the same Clientzone account , yesterday both were showing, today the old faulty one is gone completely.

So far the usage on this account is so much better...uses data at a normal rate.
 
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