Afrihost Service

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smallearth

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What is up with Afrihost's service consultants?

I've had an issue with my line which is not syncing properly for two weeks now. I've phoned, logged support tickets, been assured that the problem is not Afrihost but Telkom. So a call was logged with Telkom. Two weeks later and 3 telephone calls later I'm still waiting.

Afrihost has agreed to manage my line. Therefore I expect them to follow up. I also expect feedback when I am promised it. Two consultants promised to call or email, neither did.

Sh.t service.

I spend about R1000 a month with Afrihost. I'm going to assume they are okay with losing customers at this point.
 
I also made that assumption about line management. All they are is a middleman who logs the call. Telkom still call you direct but everytime you want to speak to Telkom you have to go through Afrihost.

When I had downtime I realised that dealing direct with Telkom was more valuable than the bit of money you save on your line every month having it with another company.

In general I have had good support with Afrihost. I just think they overpromise about managing the line for you.
 
I had the exact same problem this month. Issue was only resolved on Wednesday morning - no thanks to Afrihost.
 
smallearth said:
What is up with Afrihost's service consultants?

I've had an issue with my line which is not syncing properly for two weeks now. I've phoned, logged support tickets, been assured that the problem is not Afrihost but Telkom. So a call was logged with Telkom. Two weeks later and 3 telephone calls later I'm still waiting.

Afrihost has agreed to manage my line. Therefore I expect them to follow up. I also expect feedback when I am promised it. Two consultants promised to call or email, neither did.

Sh.t service.

I spend about R1000 a month with Afrihost. I'm going to assume they are okay with losing customers at this point.
Click to expand...

Ditto here.

Zero follow up or feedback from Afrihost support about line issues that they are managing.

Nothing.Nada.Zip.Zilch from them even when I initiate a request for some feedback about the fault that THEY detected and that THEY logged on my line with Telkom.

Even a PM request for my details about this has yielded nothing yet.

Seems as if the cycle is --- > experience rubbish international internet and line sync problems... log ticket in Client Zone... wait a day or two before ticket is acknowledged and a request for speedtests on guest Telkom account etc... wait another few days before Telkom fault is identified... wait a week before following up on ticket as zero feedback and still rubbish internet... wait some more days... get another request for more speedtests on ticket fault... send reply... wait another week before following up on fault as no feedback received... wait a few more days before another request from support for more speedtests and a remark about current line sync (ignoring everything in the original support ticket )... reply again reminding about unfixed faults and international throughput... wait for nearly a week with zero feedback from AH support... post in Afrihost thread here about this... receive request in AH thread here for PM with details... send PM... and wait...wait...wait.

Zero feedback and issues still remain.

/meh
 
Last edited:
Same problem here with line syncing at half speed, took it up with support, said they fixed it, they hadn't. Gave up. Don't see why I should have to fight with my ISP, I'm the customer.
 
smallearth said:
What is up with Afrihost's service consultants?

I've had an issue with my line which is not syncing properly for two weeks now. I've phoned, logged support tickets, been assured that the problem is not Afrihost but Telkom. So a call was logged with Telkom. Two weeks later and 3 telephone calls later I'm still waiting.

Afrihost has agreed to manage my line. Therefore I expect them to follow up. I also expect feedback when I am promised it. Two consultants promised to call or email, neither did.

Sh.t service.

I spend about R1000 a month with Afrihost. I'm going to assume they are okay with losing customers at this point.
Click to expand...

Hi smallearth

Not great reading through this post :(
We definitely need to keep you posted on any feedback we get from Telkom - this is how our internal processes work, so something isn't being followed here.

While we always do our best to get faults resolved as quickly as possible we're still held to Telkom's policies and can only escalate ever so often.
Regardless though, drop me a PM with your DSL number and I'll see what the latest is for you :)
 
Hi Afriman,

Just an update. After speaking to Prabashini (or something like that) she promised to update me. Guess what. No update. Anyhow, I'll PM you.
 
smallearth said:
Hi Afriman,

Just an update. After speaking to Prabashini (or something like that) she promised to update me. Guess what. No update. Anyhow, I'll PM you.
Click to expand...

Thanks, I've got your PM :)
I'll follow up with you as soon as I can.
 
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