Afrihost Mobile Feedback

[hjst45]

As good as that sounds, there are still a lot of people experiencing slow streaming speeds on your cell c network. This looks network related, so it definitely is affecting your customers

Exactly. They definitely need to give the option to switch to Telkom. Can't have people paying for 2 different contracts for 1 service. They also need to give the CellC package customers the option to skip the free device thing, since the B618 is vastly superior to the B525 that they offer.

 

[AfriMan]

As good as that sounds, there are still a lot of people experiencing slow streaming speeds on your cell c network. This looks network related, so it definitely is affecting your customers

It depends on the area, but hopefully we'll see some changes from Cell C as they upgrade their capacity - which they do on an ongoing basis as far as I know.

 

[AfriMan]

Exactly. They definitely need to give the option to switch to Telkom. Can't have people paying for 2 different contracts for 1 service. They also need to give the CellC package customers the option to skip the free device thing, since the B618 is vastly superior to the B525 that they offer.

We did introduce that for RAIN, but it may take some time before that is available. I am fairly sure it is something that is being discussed.

 

[gloryboy]

It depends on the area, but hopefully we'll see some changes from Cell C as they upgrade their capacity - which they do on an ongoing basis as far as I know.

So I assume this would be nothing that the critical care team can do to resolve, as I have been struggling with this issue for more than a month, and @AfriFella asked them to contact me last week Friday. Still have not had any contact.

If this is nothing that afrihost can resolve form their side, any indication on when I, and a lot of other users can expect improvement?

Waiting a week or 2 might be ok, but if this is going to take a few months, than Afrihost is basically charging for a product that some services are unusable or barely as it stands.

 

[AfriMan]

So I assume this would be nothing that the critical care team can do to resolve, as I have been struggling with this issue for more than a month, and @AfriFella asked them to contact me last week Friday. Still have not had any contact.

If this is nothing that afrihost can resolve form their side, any indication on when I, and a lot of other users can expect improvement?

Waiting a week or 2 might be ok, but if this is going to take a few months, than Afrihost is basically charging for a product that some services are unusable or barely as it stands.

It's really difficult to say right now, becuase I guess Cell C are making some broad changes.

Have you checked whether you are covered for Telkom LTE? It might offer a better experience.

 

[SeaSickMama]

@AfriMan Hi i keep getting PDP authentication error on my phone after setting up the APN correctly etc

Ticket number
[#PPL-122-27180]: ClientZone - APN : APN Not working

 

[AfriMan]

@AfriMan Hi i keep getting PDP authentication error on my phone after setting up the APN correctly etc

Ticket number
[#PPL-122-27180]: ClientZone - APN : APN Not working

Can you please reboot your device and try again? I see your number was an old one that was re-instated, so we had to make some changes on our side.

PM me if it's not working.

 

[gloryboy]

It's really difficult to say right now, becuase I guess Cell C are making some broad changes.

Have you checked whether you are covered for Telkom LTE? It might offer a better experience.

I would love to switch over to Telkom, but then I would need to pay the R999 cancellation fee, as I signed up for Cell C 1 month ago. If I knew then what I know now, I would not have chosen this.

 

[AfriMan]

I would love to switch over to Telkom, but then I would need to pay the R999 cancellation fee, as I signed up for Cell C 1 month ago. If I knew then what I know now, I would not have chosen this.

Sadly, at present we can't switch you over cos Telkom's routers are locked to specific devices, so we need to issue you with a new device

 

[gloryboy]

Sadly, at present we can't switch you over cos Telkom's routers are locked to specific devices, so we need to issue you with a new device

I do understand that this is Cell C leaving Afrihost in a difficult situation, but also understand that I am your client and not a Cell C client. From your responses on the forum I can only surmise that your clients will be stuck between a rock and a hard place. Without any definitive information coming from Afrihost on any help for your current clients, my best option at this point would be to cancel and move on to another provider.

Note that the streaming issues have been an ongoing issue for longer than a month, and that this is not the first time that Afrihost has had issues with third party providers and the best that they can do is tell their clients to live with it.

This has become too expensive in time for me to try and sort out at this point, and I do feel that the Afrihost keeps dropping the ball in these cases instead of giving their client actual options and solutions.

Best of luck to anyone wanting to stick it out, but Afrihost has proven time and again that their clients are definitely not their top priority.

 

[AfriMan]

I do understand that this is Cell C leaving Afrihost in a difficult situation, but also understand that I am your client and not a Cell C client. From your responses on the forum I can only surmise that your clients will be stuck between a rock and a hard place. Without any definitive information coming from Afrihost on any help for your current clients, my best option at this point would be to cancel and move on to another provider.

Note that the streaming issues have been an ongoing issue for longer than a month, and that this is not the first time that Afrihost has had issues with third party providers and the best that they can do is tell their clients to live with it.

This has become too expensive in time for me to try and sort out at this point, and I do feel that the Afrihost keeps dropping the ball in these cases instead of giving their client actual options and solutions.

Best of luck to anyone wanting to stick it out, but Afrihost has proven time and again that their clients are definitely not their top priority.

I understand where you are coming from, but it's really too early to tell. We can't provide a lot of information right now as we are still in talks with Cell C around Afrihost clients using their network. Until we finalise that, we have to treat each case on the assumption that services will continue as normal.

We can definitely continue to work with their network team to try to improve performance for you.

I know it feels like limbo - I promise it's definitely not ideal and we would always want our clients to know where they stand.

You are most welcome to PM me to discuss and I'll do my best to find the right solution for you.

 

[hjst45]

Sadly, at present we can't switch you over cos Telkom's routers are locked to specific devices, so we need to issue you with a new device

In that case, discarding the cancellation fee would be ideal...

 

[AfriMan]

In that case, discarding the cancellation fee would be ideal...

For now we can't offer that. But when we have a final decision regarding Cell C, then we can make the call. For now, we're working on the assumption that everything is continuing as normal.

 

[hjst45]

For now we can't offer that. But when we have a final decision regarding Cell C, then we can make the call. For now, we're working on the assumption that everything is continuing as normal.

I guess we'll have to wait then, hopefully not too long.

Like others have mentioned, no one wants to cancel, we just want to get what we pay for.

Really hoping Afrihost pulls through with a solution, especially considering some clients like myself have multiple packages such as fibre, fixed-lte and air mobile and would start looking towards other providers if this is going to be the norm for customer service.

 

[AfriMan]

I guess we'll have to wait then, hopefully not too long.

Like others have mentioned, no one wants to cancel, we just want to get what we pay for.

Really hoping Afrihost pulls through with a solution, especially considering some clients like myself have multiple packages such as fibre, fixed-lte and air mobile and would start looking towards other providers if this is going to be the norm for customer service.

I think we'll all feel a lot better when the Cell C uncertainty is finally cleared up.

 

[gloryboy]

I understand where you are coming from, but it's really too early to tell. We can't provide a lot of information right now as we are still in talks with Cell C around Afrihost clients using their network. Until we finalise that, we have to treat each case on the assumption that services will continue as normal.

We can definitely continue to work with their network team to try to improve performance for you.

I know it feels like limbo - I promise it's definitely not ideal and we would always want our clients to know where they stand.

You are most welcome to PM me to discuss and I'll do my best to find the right solution for you.

So I have been through the whatsapp help line, called in, gone through twitter and I was already in discussion with @AfriFella on PM. This has been an ongoing issue for me for more than a month now. How will a new discussion on PM with you be any different than any of the other support channels I have already tried.

Like I stated before, the investment in time trying to get this sorted is becoming more expensive than the cancellation cost of the product, and I certainly do not see any point in paying a monthly fee for a broken product.

If you can guarantee a from of outcome other than my queries just going into the void, I am certainly up to further discussion on PM, but I cannot afford to spend another month trying to solve this issue

 

[AfriMan]

So I have been through the whatsapp help line, called in, gone through twitter and I was already in discussion with @AfriFella on PM. This has been an ongoing issue for me for more than a month now. How will a new discussion on PM with you be any different than any of the other support channels I have already tried.

Like I stated before, the investment in time trying to get this sorted is becoming more expensive than the cancellation cost of the product, and I certainly do not see any point in paying a monthly fee for a broken product.

If you can guarantee a from of outcome other than my queries just going into the void, I am certainly up to further discussion on PM, but I cannot afford to spend another month trying to solve this issue

I definitely can't make any guarantees. It seems like you've been through Critical Care, so we're definitely putting our best resources at your disposal. The best we can do is to continue to work with you and Cell C until we find a solution, or the best option going forward.

 

[hjst45]

@AfriMan If one cancels, is it scheduled for the end of the month? Trying to determine what will cost the least to switch to Telkom without paying double

 

[AfriMan]

@AfriMan If one cancels, is it scheduled for the end of the month? Trying to determine what will cost the least to switch to Telkom without paying double

Yes, if you cancel it's scheduled for the end of the month.

 

[gloryboy]

I definitely can't make any guarantees. It seems like you've been through Critical Care, so we're definitely putting our best resources at your disposal. The best we can do is to continue to work with you and Cell C until we find a solution, or the best option going forward.

Critical care never contacted me