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Question of the Day: What's the most interesting small town you've visited in South Africa?
Afrihost Rep
- Thread starter phly
- Start date
Deetz
Well-Known Member
- Joined
- Mar 6, 2018
- Messages
- 345
- Reaction score
- 139
Wow Finally 45Minutes in waiting for a support portal I get this Beuty
"All of our support agents are currently busy. Please visit http://answers.afrihost.com/ & http://faq.afrihost.com or try again later. Thank you. "
After @#!! 45 Minutes!!!!
"All of our support agents are currently busy. Please visit http://answers.afrihost.com/ & http://faq.afrihost.com or try again later. Thank you. "
After @#!! 45 Minutes!!!!
That is actually horrible. You shouldn't be waiting that long. What is the issue? I am more than willing to help you.
What the hell is going on with this now!!!!! BEYOND A JOKE, now Caitlan H - Afrihost Support has just deleted the so called Critical Care ticket PVI-846-40226 This ticket as been open for weeks now!!!
After waiting over 2 weeks I am updated by YOUR SUPPORT that CM4ALL got back to you and advised that Afrihost server configuration is wrong and advised the correct setup, you said that a technician would fix this 3 days ago and still nothing but now conveniently the ticket has vanished from my support control panel.
What is the process if I want to move my hosting from Afrhost, it seems to me that you are not interested in having me as a customer.
What is the process if I want to move my hosting from Afrhost, it seems to me that you are not interested in having me as a customer.
We are really doing our best to help you here. We have multiple people working on this for you. Please keep in mind that you are using 3rd party software and this means we are following the same type of support channels as you are. This means it can take some time to get this fixed.
I promise you we working on this. We are busy with the 3rd parties Dev Team and hopefully we will be able to make some changes soon to that will fix this for you.
I do not appreciate that you are insinuating that I am being unreasonable, no professional IT company takes weeks and cant resolve something. Are you even aware what the issue actually is as nobody since I initially logged this ticket on the 24 January 2019 has had the courtesy to even give me a call or provide any feedback. On Sat, 09 Feb 2019 at 14:49 you advised me that there was a configuration error with my sitebuilder hosting space and that CM4all had informed you that there is a configuration change that you need to make on your end. A week later what is the issue now?
I am really sorry that you feel like I was insinuating this as it wasn't my intention. As mentioned previously my goal here is help you the best way I possibly can.
I cannot completely agree with your statement that "no professional IT company takes weeks and can't resolve something". Some if not most it companies have a developments roll out schedules that can range from every 2 weeks to sometimes every quarter. This means that not all fixes are fast. In saying this we are doing the best we can to help you and we have allocated a number of resources to make sure that this is fixed.
With regards to calling you. Since your issues were raised via email our Team will continue to keep the communication via email so that all parties involved will have a record of the conversation so that if any changes or agreements are made between yourself and us we will know what has been done. If you would like to be called I am sure I could try and arrange this for you.
With regards to the change you mentioned. All changes need to checked and tested before they can go live. Your domain is also sitting on a shared server so any changes made need to be checked so that we are sure they won't affect other domains sitting on the server negatively.
As you can see there are a few variables that need to be taken into consideration before we can move forward. I know that waiting is horrible and I can assure you we are on your side as we want this be sorted out as soon as possible.
I do not know what you feel the need to engage in an argument with me here. Firstly yes correspondence is via email, per my original complaint Afrihost does not reply in a timely fashion or at all. Secondly we are talking about an isolated software or coding link not some project roll out!! Thirdly you mention changes need to be checked and tested I agree, then why update my ticket and tell me it is fixed when it is not, so much for your testing. I replied yesterday to the reply on my ticket that it was not fixed, no acknowledgment received yet. Perhaps a detailed update to my ticket wold be nice. I do not want a phone call and I do not want a further PR response here.
I just spoke to the manager in charge of sorting out your issue and he said he has sent you an email detailing the fix he has performed. I also asked him to call you to explain the way forward for you.
Thank you, Sheldon was the right man for the job, I have tested "My Documents" today and the issue has been fixed. I'm happy again
Last edited:
Deetz
Well-Known Member
- Joined
- Mar 6, 2018
- Messages
- 345
- Reaction score
- 139
@AfriNatic Now I have no more ideas... Im STILL waiting for a call back from afrihost as thye promised last week. This just proves what Ive been saying... Im currently holding for support again, "the estimated hold time" is still 37 minutes?!?!?! what the hell man? is that just a strategy to get people not to call for support?
My issue is that I think my domain is hacked or being mirrored or something, I cant get in my Client zone to change my password because the OTP goes to an old number I dont have anymore... last week loged a call for this, the lady apparently emailed me the OTP (NEVER GOT IT) and she said she would phone me back but never did, now I can log into my mails at all.
What do you say I should try now
Okay this sounds far from ideal, we don't ever want you to have to wait that long for a call to be taken. Ideally a callback should be logged so you don't have to wait. Please can you drop me a PM with your account details and I will help you out here and make sure you get that call.