the_zombielord
Active Member
- Joined
- Mar 18, 2011
- Messages
- 36
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I'm really wondering where this mythical internet joy is. It's certainly not at Afrihost.
On the 12th of December I logged a fault with Afrihost regarding my connectivity. This took them an entire 7 days to resolve. On the afternoon of the 19th, Telkom, without prior warning arrived at my house with the intention of fixing the line. That they did and everything was working as intended for 3 days. Sunday night, my line does not sync. I tested everything, power, router, cables, the whole shebang. Nothing.
So I duly logged the fault on the 23rd when I had access to the internet. Only response was generic emails - thank you for logging the fault, etc etc.
I followed up again on the 26th. Was told the problem was logged with Telkom. No fault reference number to follow.
Yesterday - the 30th, I followed up yet again. Only to be told by their agent that the issue has been escalated to a different department in Telkom and that I must remember that due to the holidays my problem is going to take longer to resolve. They honestly want me to believe that between Afrihost and Telkom, there is not one, not a single line technician on standby?
I requested that Afrihost then transfer my line back to Telkom - this level of service is atrocious and unacceptable.
Guess what, their agent sends me a highly detailed email explaining in minute detail the steps to cancel and migrate my line. This is unbelievable. It's almost like they don't want customers.
Escalating the matter to management is pointless - you get referred back to the call-centre.
They can't resolve the connectivity problems but what really works well seems to be their billing system.
Out of the 5 weeks of December, i had almost 2 weeks of working internet access.
Sorry Afrihost, the level of service that you claim to provide has been weighed and found wanting.
On the 12th of December I logged a fault with Afrihost regarding my connectivity. This took them an entire 7 days to resolve. On the afternoon of the 19th, Telkom, without prior warning arrived at my house with the intention of fixing the line. That they did and everything was working as intended for 3 days. Sunday night, my line does not sync. I tested everything, power, router, cables, the whole shebang. Nothing.
So I duly logged the fault on the 23rd when I had access to the internet. Only response was generic emails - thank you for logging the fault, etc etc.
I followed up again on the 26th. Was told the problem was logged with Telkom. No fault reference number to follow.
Yesterday - the 30th, I followed up yet again. Only to be told by their agent that the issue has been escalated to a different department in Telkom and that I must remember that due to the holidays my problem is going to take longer to resolve. They honestly want me to believe that between Afrihost and Telkom, there is not one, not a single line technician on standby?
I requested that Afrihost then transfer my line back to Telkom - this level of service is atrocious and unacceptable.
Guess what, their agent sends me a highly detailed email explaining in minute detail the steps to cancel and migrate my line. This is unbelievable. It's almost like they don't want customers.
Escalating the matter to management is pointless - you get referred back to the call-centre.
They can't resolve the connectivity problems but what really works well seems to be their billing system.
Out of the 5 weeks of December, i had almost 2 weeks of working internet access.
Sorry Afrihost, the level of service that you claim to provide has been weighed and found wanting.
I can honestly say that we do our absolute best to follow up, escalate and push the resolutions and feedback on faults/ issues etc logged with Telkom if a clients line rental is with us.