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Afrihost Mobile Feedback
- Thread starter AfriFella
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Sorry to hear that, Leno.I got your PM and replied.
Thanks its working again
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On your Mobile Data package!?
What happened to Afrihost web/email/phone support during weekdays business hours? They respond after 24 hours for email these days.
Chat is down, and call waiting times only increase as you wait, e.g. waiting starts at 4mins, then increase to 16mins then goes through this process, to the point you've been waiting easily 25mins before speaking to someone. Anyway, so I signed up here for support...Anyway, I added a new credit card on 28th Feb after not hearing back. I only heard today that it must be done prior to 24th.
Had I known, I'd have kept the previous Vcpay card active;: see what slow support response times does?!
Nonetheless, what happens now? Must I manually process the payment?
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What happened to Afrihost web/email/phone support during weekdays business hours? They respond after 24 hours for email these days.
Anyway, I added a new credit card on 28th Feb after not hearing back. I only heard today that it must be done prior to 24th.
Had I known, I'd have kept the previous Vcpay card active;: see what slow support response times does?!
Nonetheless, what happens now? Must I manually process the payment?
Could you PM me your details and I'll check what's going on? In all likelihood you will just need to add the new card details, once that's done you will be able to settle your account using those payment details.
The new card was added yesterday. Will send you a message now.
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Thanks!
Pfffft... bad service of late. Been using this product for 14 months. But now that support is basically bad.... I want out.
Called Afrihost again (2nd time today) and waiting time went from 2 minutes to 15mins. Waste of time, had to end the calls.
Then went in clientzone and wanted to process payment, but it said account is in order.
Then I received an automated email saying payment on the cancelled Vcpay card failed, and I went back in to settle payment. Despite my new card being added yesterday already and very visible in clientzone, I couldn't choose it for payment. I was prompted to enter it again. Which I did.
Now you'd think that since the transaction was successful, it would reflect as such, right? Wrong! In fact I got an error message, etc. Clientzone reflected non-payment. Had to call VCS who confirmed payment was sucessful, and pushed the transaction again. Anyway, after all this drama, it's paid.
But now, I want to know what date I need to give notice to cancel this product after this month? I don't think it's right to lose this data that is paid for already. So how do I do this? Support is the deal-breaker for me, and I want out 31 March 2017. What date must I give notice? Will I lose this month's data because I want to cancel?
Called Afrihost again (2nd time today) and waiting time went from 2 minutes to 15mins. Waste of time, had to end the calls.
Then went in clientzone and wanted to process payment, but it said account is in order.
Then I received an automated email saying payment on the cancelled Vcpay card failed, and I went back in to settle payment. Despite my new card being added yesterday already and very visible in clientzone, I couldn't choose it for payment. I was prompted to enter it again. Which I did.
Now you'd think that since the transaction was successful, it would reflect as such, right? Wrong! In fact I got an error message, etc. Clientzone reflected non-payment. Had to call VCS who confirmed payment was sucessful, and pushed the transaction again. Anyway, after all this drama, it's paid.
But now, I want to know what date I need to give notice to cancel this product after this month? I don't think it's right to lose this data that is paid for already. So how do I do this? Support is the deal-breaker for me, and I want out 31 March 2017. What date must I give notice? Will I lose this month's data because I want to cancel?
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Good afternoon AfroGuy. I'm really sorry to hear about your poor experience with regards to getting support.
I'm also sorry to hear about your long waiting times in our call centre queues. There must have been a bit of a call spike when you tried to contact our team. Usually when adding new credit card details you'd be required to go through a 3D secure process in order to verify payment details. This might be why you initially had trouble linking your products. I'm glad to hear that you managed to get this sorted in the end. I'm really saddened by the fact that you're planning on cancelling your account.
To answer your question, if you cancel today, your package will remain active until the end of the March. Please do not hesitate at all to reach out to me or any of the other Afrihost MyBroadband reps if you have any future complaints or queries on your account. We really do our best to bend over backwards for our clients and we really love what we do.
How long will it take to process my request? I've sent them a mail ([email protected]) this morning and still waiting for an acknowledgement.
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They will usually respond within 24 hours, at the start of the month it can take a bit longer as the number of billing queries increases, but not by much.
Ok, thanks.
Ai, they seem to be clueless as well and oblivious to the fact that Mobile Data cannot be transferred as yet.
[#YYF-964-44506]
Yeah, that's not great. We can't really allow transfer of Mobile products becuase of the RICA component. When we have more information and the right processes around this, hopefully it's something we can do.
So, are you saying it cannot be done at all? Even through the accounts department?
Hi!
Definitely! You can actually do it directly from the ClientZone. Does the family member have an Afrihost account?
...
Our team can probably do it with the right authorisation and information, but to do it in bulk could invite some risky business
Drop them an email and then send me the ticket reference by PM and I'll chase it up for you.