Afrihost Mobile Feedback

Eish, but these people are slow. I ordered a SIM Thursday last week. Escalated on Monday (Ref OYI-455-43996). They packed it on Tuesday, but it has still not been delivered. I have not even received a confirmation from the delivery agent that it has been shipped yet. I don't understand how a SIM delivery can take so long! I really have had quicker deliveries from China and from Amazon USA.
 

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deesef said:
Eish, but these people are slow. I ordered a SIM Thursday last week. Escalated on Monday (Ref OYI-455-43996). They packed it on Tuesday, but it has still not been delivered. I have not even received a confirmation from the delivery agent that it has been shipped yet. I don't understand how a SIM delivery can take so long! I really have had quicker deliveries from China and from Amazon USA.
Click to expand...
We apologise for the inconvenience caused. When the payment details were verified, it did not update right away; the Warehouse team had to manually mark the order as paid so it could progress.
 
Afrigirl said:
We apologise for the inconvenience caused. When the payment details were verified, it did not update right away; the Warehouse team had to manually mark the order as paid so it could progress.
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Yeay, that was Monday. It seems that it is still not even on a dispatch vehicle...
 
If you fix your documentation to reflect reality, you'd have less support calls

Case in point, from your page Porting to AirMobile:
Once you receive your new SIM, you need to initiate the port in process via ClientZone or the App.
  • In ClientZone or the App, go to your products and select the mobile number that you are porting.
  • You should see a message asking you to complete the port in process.
Click to expand...
I tried that from the App, as I had already shut down my laptop and was on the move. This is what I got when I selected the mobile number from within the App:
Unknown-2.jpg

So I did what they said — I contacted support. No joy, no confirmation, nothing. Still waiting for that promised return call I requested more than four hours ago.

Later, when I could use my laptop again, I logged in on the web site, and those instructions worked … until I was told it was after 19h00, and I have to wait until tomorrow. But that's a public holiday, so who knows?

See how much hassle you can avoid by updating your public instructions on how new customers should sign up?
 
b3ta said:
If you fix your documentation to reflect reality, you'd have less support calls

Case in point, from your page Porting to AirMobile:

I tried that from the App, as I had already shut down my laptop and was on the move. This is what I got when I selected the mobile number from within the App:
View attachment 1749900

So I did what they said — I contacted support. No joy, no confirmation, nothing. Still waiting for that promised return call I requested more than four hours ago.

Later, when I could use my laptop again, I logged in on the web site, and those instructions worked … until I was told it was after 19h00, and I have to wait until tomorrow. But that's a public holiday, so who knows?

See how much hassle you can avoid by updating your public instructions on how new customers should sign up?
Click to expand...
Worked fine for myself by doing the steps stated on their site, you sure you followed the instructions?
 
MakoPC said:
Worked fine for myself by doing the steps stated on their site, you sure you followed the instructions?
Click to expand...

Of course, which is why I make the point in bold at the top of my previous post.

It's not difficult: log in on the app (on your phone) and press on the number you want to port in. That's when the above screen shot happens.

I am on the latest version of the app which my phone supports: version 3.3.67, updated in 8 Aug 2024., and there's the first clue.

Possibly a change was made somewhere else in the app and was tested in that part of the code, but it broke an assumption made here. The second clue is in the error message. Clearly a status check was made, and the code doesn't know how to deal with the status returned, which is reported as "UNKNOWN".

I have just successfully initiated the port-in request from ClientZone (that's the web site, not the phone app). This shows that they don't share code between the ClientZone and the phone app. I am talking about back-end (functionality) code, not GUI (user input and output) code.

While this shows how difficult regression testing can be, it still doesn't change the fact that as a mobile customer they wooed away from a competitor, their instructions for coming on board were wrong.
 
NorthPole said:
Hi, is it possible to move an existing esim to another phone or does a new one have to be issued?

Thanks
Click to expand...
You can move the eSIM.

Currently MTN has an issue with that so you need to request a SIM swap from Afrihost and they will generate a new SIM Nr and QR code so that you can add it to the new phone.
 
b3ta said:
Of course, which is why I make the point in bold at the top of my previous post.

It's not difficult: log in on the app (on your phone) and press on the number you want to port in. That's when the above screen shot happens.

I am on the latest version of the app which my phone supports: version 3.3.67, updated in 8 Aug 2024., and there's the first clue.

Possibly a change was made somewhere else in the app and was tested in that part of the code, but it broke an assumption made here. The second clue is in the error message. Clearly a status check was made, and the code doesn't know how to deal with the status returned, which is reported as "UNKNOWN".

I have just successfully initiated the port-in request from ClientZone (that's the web site, not the phone app). This shows that they don't share code between the ClientZone and the phone app. I am talking about back-end (functionality) code, not GUI (user input and output) code.

While this shows how difficult regression testing can be, it still doesn't change the fact that as a mobile customer they wooed away from a competitor, their instructions for coming on board were wrong.
Click to expand...
You sound just like one of the testers I work with
 
@AfriFella or @Afrigirl do you guys perhaps have some direct contacts at MTN who might be able to look at bad signal?

Basically a whole part of an area in Tergniet in the Western Cape has got at most 1 bar of signal. And one has got to go outside to have enough signal for a simple WhatsApp message to go through
 
grant_cpt said:
@AfriFella or @Afrigirl do you guys perhaps have some direct contacts at MTN who might be able to look at bad signal?

Basically a whole part of an area in Tergniet in the Western Cape has got at most 1 bar of signal. And one has got to go outside to have enough signal for a simple WhatsApp message to go through
Click to expand...
Supposedly here: https://www.mtn.co.za/Pages/networkcoverage.aspx

Currently down for maintenance though.

If you are on Air Mobile you can contact support to log it for you.
 
grant_cpt said:
@AfriFella or @Afrigirl do you guys perhaps have some direct contacts at MTN who might be able to look at bad signal?

Basically a whole part of an area in Tergniet in the Western Cape has got at most 1 bar of signal. And one has got to go outside to have enough signal for a simple WhatsApp message to go through
Click to expand...
Morning.

Are you still experiencing a bad signal?
 
Afrigirl said:
Morning.

Are you still experiencing a bad signal?
Click to expand...

I'm STILL experiencing non-delivery of a SIM that was ordered on 1 August!. The matter was escalated on Monday last week and again on Thursday (Ref OYI-455-43996), but it seems that we are just being ignored.
 
deesef said:
I'm STILL experiencing non-delivery of a SIM that was ordered on 1 August!. The matter was escalated on Monday last week and again on Thursday (Ref OYI-455-43996), but it seems that we are just being ignored.
Click to expand...
The order is out for delivery "Monday, August 12, 2024 06:04 JNB Loaded Into Vehicle SCHEDULE:12AUG2024-AM
 
@AfriFella @Afrigirl @AfriGuy please could you explain why Afrihost offers an e-Sim option if it means that moving from one phone to another seamlessly is (in my experience) impossible. Why not just offer normal sim cards and be done with it.

I received a new phone on Friday and decided that following the instructions here https://help.afrihost.com/entry/how-to-move-your-esim-to-a-new-phone seemed pretty easy and simple. Mistake. Activating the e-Sim on my new phone didn't work and after removing the e-Sim from my old phone I could not re-activate the e-Sim on my old phone either. So what was I left with? 2 non-operational phones. Contacted support who eventually told me that my e-Sim needed to be ported so that I could get a new QR code but this could only be done on weekdays. NOWHERE on that page above does it state that this could be a possibility. NOWHERE does it state that the Afrihost Airmobile team also does not work weekends. So I was left with a non-operational phone the entire weekend

Multiple back and forth emails proved fruitless as well. Nothing support can do on the weekend. Contacted Whatsapp support this morning (because I cannot phone Afrihost for obvious reasons) just to be told that all they can do is escalate it to the Airmobile team. The standard ETA is 24-48 hours but no one (including the manager Peter) is willing to walk to the Airmobile team (presumably in the same office) to see if something can be done sooner. Stock standard "escalate" response, "nothing else they can do". No one at Afrihost really cares that I cannot work without my phone nor do they care that if there was an emergency I could call no one for assistance

If you are going to offer critical services like this then either have people working on the weekend that can sort out e-sims or just don't offer e-Sims at all. Had I known this when signing up I would have quite easily just chosen the physical sim card option. Unfortunately it seems that Afrihost is happy to take accolades and pat themselves on the back for winning awards but when it comes down to understanding how frustrating and how critical not having an operational cellphone can be, that mark has been missed entirely or they simply don't care

Unacceptable Afrihost and @Afrihost-Gian!

ps. I am still waiting for my e-sim to be resolved
 
Shucks the above sucks. I would have thought moving an e-sim from one phone to another would be as easy as scanning the code. Pity thats not the case.

Good luck, hope you get sorted out asap
 
Coastalshark said:
@AfriFella @Afrigirl @AfriGuy please could you explain why Afrihost offers an e-Sim option if it means that moving from one phone to another seamlessly is (in my experience) impossible. Why not just offer normal sim cards and be done with it.

I received a new phone on Friday and decided that following the instructions here https://help.afrihost.com/entry/how-to-move-your-esim-to-a-new-phone seemed pretty easy and simple. Mistake. Activating the e-Sim on my new phone didn't work and after removing the e-Sim from my old phone I could not re-activate the e-Sim on my old phone either. So what was I left with? 2 non-operational phones. Contacted support who eventually told me that my e-Sim needed to be ported so that I could get a new QR code but this could only be done on weekdays. NOWHERE on that page above does it state that this could be a possibility. NOWHERE does it state that the Afrihost Airmobile team also does not work weekends. So I was left with a non-operational phone the entire weekend

Multiple back and forth emails proved fruitless as well. Nothing support can do on the weekend. Contacted Whatsapp support this morning (because I cannot phone Afrihost for obvious reasons) just to be told that all they can do is escalate it to the Airmobile team. The standard ETA is 24-48 hours but no one (including the manager Peter) is willing to walk to the Airmobile team (presumably in the same office) to see if something can be done sooner. Stock standard "escalate" response, "nothing else they can do". No one at Afrihost really cares that I cannot work without my phone nor do they care that if there was an emergency I could call no one for assistance

If you are going to offer critical services like this then either have people working on the weekend that can sort out e-sims or just don't offer e-Sims at all. Had I known this when signing up I would have quite easily just chosen the physical sim card option. Unfortunately it seems that Afrihost is happy to take accolades and pat themselves on the back for winning awards but when it comes down to understanding how frustrating and how critical not having an operational cellphone can be, that mark has been missed entirely or they simply don't care

Unacceptable Afrihost and @Afrihost-Gian!

ps. I am still waiting for my e-sim to be resolved
Click to expand...
Good morning.

I’m sorry about your poor experience with trying to resolve the issue at hand.
May I have the ticket reference, I will speak with the Airmobile Team to generate a new OR Code.
Please confirm the new device model.
 
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