Afrihost not willing to fix mistakes

[adrgen1]

We approached Frogfoot for a new line for our company as its pre-installed in the warehouse units under ref#RRG-912-49127
Afrihost then attached the request to an old personal profile we haven't used in 10 + years.
Now everything is installed except we cannot activate the line on our side as Its on the wrong profile and the phone number they want to send the one time pin to does not exist anymore.
Moreover the call centre agent said they cannot move the line to a new profile once established- so I cancelled the service. _which they can only do in 2 Months time.

Afrihost charged us anyway (Afrihost still hosts our email on the company profile)???? And I am asuming will continue to do so for May as well.

I haven't had any success in reversing the service charges or actually using the service.

I won't stay with Afrihost and I doubt the authenticity of their number 1 ISP rating.

 

[Afrigirl]

Hi.

My apologies for the inconvenience caused. I went through the ticket.
The email address on the ticket links me to an account with only your domain active.
Please share the account number for the Frogfoot line, as I cannot locate it with the email address in the ticket.

 

[Afrigirl]

@adrgen1 I have located the Frogfoot account

is ********@me.com is the incorrect email address?

I can assist with correcting the account details. Please open a new support ticket by emailing [email protected], and share the ticket reference number with me as soon as you receive it.


For verification purposes, make sure to include the following in your ticket:

1. Take a selfie of yourself holding your ID—the ID should be clearly visible and held next to your face.
2. Confirm the product(s) currently active on your account.
3. Provide the last four digits of your card number used for billing.

Let me know once you've submitted the ticket and received the reference.

 

[adrgen1]

I have Jumped through all your hoops but Afrihost is still not connecting this line.

This is the response from Afrihost

'Hope this mail finds you well.

Kindly note that we are unable to link an account to an existing account'

right back to where we started.
Such a bunch of time wasters.

Just release the line now to Coolideas instead of extorting another month of service I cannot access. This is a business and connecting to a RELIABLE service provider is crucial.

 

[Afrigirl]

I have Jumped through all your hoops but Afrihost is still not connecting this line.

This is the response from Afrihost

'Hope this mail finds you well.

Kindly note that we are unable to link an account to an existing account'

right back to where we started.
Such a bunch of time wasters.

Just release the line now to Coolideas instead of extorting another month of service I cannot access. This is a business and connecting to a RELIABLE service provider is crucial.

I understand your frustration, and I apologise for the inconvenience caused during this period. Don't you have another email we can use just to have the fibre line on an account you'll have access to? Once that it's done you can initiate the transfer of products to your business profile from client zone.

 

[killerbyte]

I have Jumped through all your hoops but Afrihost is still not connecting this line.

This is the response from Afrihost

'Hope this mail finds you well.

Kindly note that we are unable to link an account to an existing account'

right back to where we started.
Such a bunch of time wasters.

Just release the line now to Coolideas instead of extorting another month of service I cannot access. This is a business and connecting to a RELIABLE service provider is crucial.

Did you send Afrigirl your ticket number?

 

[Afrigirl]

Did you send Afrigirl your ticket number?

Yes, I have responded to the ticket to advise. An incorrect email address was used to sign up, we need a new email address to link to this account and proceed with activation of the service.

Currently the client has no access to clientzone, and we cannot complete the activation of the service.

 

[bullzeye.za]

This sounds like such an easy one to fix if you can just avoid the "standard" process that clearly can't work in this case. I've been an Afrihost client for almost two decades now, but I have noticed that the moment you ask for anything slightly out of the ordinary lately (for me it was DNS entries to be set on my domain) they either have no ability or will to take action

 

[Bliksis]

This sounds like such an easy one to fix if you can just avoid the "standard" process that clearly can't work in this case. I've been an Afrihost client for almost two decades now, but I have noticed that the moment you ask for anything slightly out of the ordinary lately (for me it was DNS entries to be set on my domain) they either have no ability or will to take action

Yep. Don't go off piste.