ph0nix
Member
I would STRONGLY recommend that Afrihost make it VERY clear to users of their ClientZone mobile app that PureDSL will require a "port" of an existing ADSL line to Afrihost.
I have been an Afrihost customer for more than 10 years now. First on ADSL, and then switching to FTTH when it became available in my area. Recently I have taken over my mom's Telkom account as she has now retired, and we all know that parents and technology just don't mix. I also cancelled the over-priced ADSL service she was subscribed to with the intention of moving it to my existing Afrihost account. The existing service terminated yesterday (2020-11-30), and I used the ClientZone mobile app to sign up for a new ADSL service with Afrihost.
I provided the details of the ADSL line and location, and selected the package needed, and specifically selected the option indicating that the line was an existing Telkom/OpenServe line. In the ClientZone app the new product was shown as "Pending" and the username and password was provided for the ADSL service. This morning I followed up with Afrihost support as the order was still showing as "Pending". When I asked for an ETA the support rep informed me that it would be between 7 - 14 days, but still did not clarify that the delay might be because of the "port" that needs to happen.
I accept that it is my responsibility to read, understand and accept the terms and conditions of a service before placing/subscribing to said service. However the "process" is only made clear if you come through the "front door" so to speak, i.e. sign-up from the Afrihost website.
I have subsequently requested that the order be cancelled with Afrihost, which they are now unable to do because they are in a "billing cycle". This now leaves me up the proverbial creek, as Afrihost has already requested Telkom/OpenServe that the line be "locked", meaning that I am unable to use the line with any other ADSL provider offering just simple ADSL connectivity.
None of the support (or accounts) staff at any point in time bothered to clearly articulate the process, which is very disappointing. Only after I spoke to a support person from an alternative ADSL service provider did they explain the process to me, which Afrihost confirmed when I contacted their support again.
This whole experience has just been tedious, and I am afraid that after 10 years with Afrihost, our relationship will be coming to an end. (Hopefully the annoying "Gian" spam will end too).
I have been an Afrihost customer for more than 10 years now. First on ADSL, and then switching to FTTH when it became available in my area. Recently I have taken over my mom's Telkom account as she has now retired, and we all know that parents and technology just don't mix. I also cancelled the over-priced ADSL service she was subscribed to with the intention of moving it to my existing Afrihost account. The existing service terminated yesterday (2020-11-30), and I used the ClientZone mobile app to sign up for a new ADSL service with Afrihost.
I provided the details of the ADSL line and location, and selected the package needed, and specifically selected the option indicating that the line was an existing Telkom/OpenServe line. In the ClientZone app the new product was shown as "Pending" and the username and password was provided for the ADSL service. This morning I followed up with Afrihost support as the order was still showing as "Pending". When I asked for an ETA the support rep informed me that it would be between 7 - 14 days, but still did not clarify that the delay might be because of the "port" that needs to happen.
I accept that it is my responsibility to read, understand and accept the terms and conditions of a service before placing/subscribing to said service. However the "process" is only made clear if you come through the "front door" so to speak, i.e. sign-up from the Afrihost website.
I have subsequently requested that the order be cancelled with Afrihost, which they are now unable to do because they are in a "billing cycle". This now leaves me up the proverbial creek, as Afrihost has already requested Telkom/OpenServe that the line be "locked", meaning that I am unable to use the line with any other ADSL provider offering just simple ADSL connectivity.
None of the support (or accounts) staff at any point in time bothered to clearly articulate the process, which is very disappointing. Only after I spoke to a support person from an alternative ADSL service provider did they explain the process to me, which Afrihost confirmed when I contacted their support again.
This whole experience has just been tedious, and I am afraid that after 10 years with Afrihost, our relationship will be coming to an end. (Hopefully the annoying "Gian" spam will end too).
