Afrihost Service Levels Down

[abuusamah]

I used to be an Afrihost ADSL client a few years ago but when I moved there was no Telkom infrastructure.
Now that there is I signed up again yesterday but the thing that strikes me is how their service quality has dropped.

I say this because of the following:

1. They stated on their website that the capped bundle dsl double data promotion is until the end of September but the call centre agent said this was incorrect.

2. They then charge me immediately for data when I didn't even have service yet.

3. When I queried this one call centre agent told me this was an error. The line then got cut. I called back and another guy told me this was a pro rata 'activation fee'

4. When I mentioned this on Twitter - the guy told me that I must plug in my router and check if its working - which I did and it wasn't. (Not surprising considering I only applied for a new conversion yesterday!:erm

All of this points to a big decrease in their service levels from when I was with them a few years ago.

 

[AfriMan]

I used to be an Afrihost ADSL client a few years ago but when I moved there was no Telkom infrastructure.
Now that there is I signed up again yesterday but the thing that strikes me is how their service quality has dropped.

I say this because of the following:

1. They stated on their website that the capped bundle dsl double data promotion is until the end of September but the call centre agent said this was incorrect.

2. They then charge me immediately for data when I didn't even have service yet.

3. When I queried this one call centre agent told me this was an error. The line then got cut. I called back and another guy told me this was a pro rata 'activation fee'

4. When I mentioned this on Twitter - the guy told me that I must plug in my router and check if its working - which I did and it wasn't. (Not surprising considering I only applied for a new conversion yesterday!:erm

All of this points to a big decrease in their service levels from when I was with them a few years ago.

I'm sorry to hear that you've had a poor experience since coming back. I don't have all the details here but from what you've posted, I'll try to assist.

1. The capped double data promotion was set to end at the end of September this year, but was extended at the end of August to run until the end of the year. I'm not sure when you interacted with the agent, but the website was updated once the announcement was made
2. We have always charged a pro-rata fee as our data is activated instantly. The only time we delay activation is if you sign up for a Capped or Uncapped Bundle (including Business) where your line is a new ADSL conversion. In this case we delay the activation of data until the line is ready. If you sign up the products separately, or we do not manage your Telkom line, there is no way for us to delay the activation of the data and the resultant pro-rata fee.
3 & 4. Again, I don't have all the details here. There could well have been an error I will only be able to comment further when I have more details.

It really does sound like not all the information was shared or reviewed and I don't want to do the same. I'd suggest you drop me a PM so I can do a full review of the status of your account and line and then I can give you more specific feedback on what has happened and where things stand for now.