Afrihost: Support logs speak louder than words.

E

el3venth

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Scenario:

I sold my house. Moved out. So I need to cancel the Telkom line. Went to Telkom to cancel, and they said they will cancel as soon as Afrihost hands over the line. So I contact support to cancel the line. Here are the support log transcripts.

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From: <me>
Sent: Mon, 01 Feb 2016 at 16:27
Subject: ClientZone - Support Request : Capped ADSL
Ticket: XJG-354-19061
About 3 three weeks ago I cancelled my ADSL line.
It is still active. When will it be cancelled?

Thanks
<me>

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From: <AH> - Afrihost.com
Sent: Mon, 01 Feb 2016 at 18:37
Subject: ClientZone - Support Request : Capped ADSL
Ticket: XJG-354-19061
Good day <me>

Thank you for your email

I trust you are well.

Your cancellation is still pending here however the day for it to be cancelled was the 31 Jan.
I have escalated it and it should be a confirmed cancellation by Tomorrow.

Apologies for the delay

We remain at your disposal should you need anything else.

Kind Regards
<AH> - Afrihost SupportAfrihost.com
Pure Internet Joy!

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Sent: Tue, 02 Feb 2016 at 14:54
Subject: ClientZone - Support Request : Capped ADSL
Ticket: XJG-354-19061
Hi <AH>,

Any update on this?

<me>

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Sent: Wed, 03 Feb 2016 at 07:24
Subject: ClientZone - Support Request : Capped ADSL
Ticket: XJG-354-19061
Hi <AH>,

So tomorrow came and went yesterday.
The cancellation is still pending.
When will this be resolved.

The least you could have done is replied and give me an update.

Thanks
<me>

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Sent: Wed, 03 Feb 2016 at 20:45
Subject: ClientZone - Support Request : Capped ADSL
Ticket: XJG-354-19061
Do you make it a habit of ignoring emails?
Clearly I will have to call.
<me>

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Sent: Thu, 04 Feb 2016 at 08:21
Subject: ClientZone - Support Request : Capped ADSL
Ticket: XJG-354-19061
Tried calling, of course your offices is closed.
Tried the SMS thing and paid my R1.50. Nothing.
Are you trying this year for useless ISP of the year award?

<me>
 
Last edited by a moderator:
Firstly dick move posting the support agents name, secondly you can't cancel in the middle of the month so it's only been 4 days since the cancellation should've happened and it can take up to 2 weeks to get the line back to Telkom
 
Apologies on the name posting. That was not my intention.
I was drawing attention to the confirmed cancellation by Tomorrow part. It has been 4 days since he said he will confirm the cancellation and that has not happened. Especially after multiple attempts to contact them.
 
eleventh said:
Apologies on the name posting. That was not my intention.
I was drawing attention to the confirmed cancellation by Tomorrow part. It has been 4 days since he said he will confirm the cancellation and that has not happened. Especially after multiple attempts to contact them.
Click to expand...

Not to nitpick, but it's only been 2 days and 14 hours.
 
This right here is why you NEVER!!!!!! change your line to any service provider. Pay the extra R20-40 (don't be cheap) and keep your line with Telkom or this is almost guaranteed to happen.

@eleventh I'm laughing so hard cos you so angry sorry :)

Here's some ways to deal with service departments and sales calls in South Africa

1. Ask for the operators name (lets say fred owen), ask at which branch he works at (lets say bryanston), ask in which department he works (lets say customer support).
2. Write this all down.
3. Explain your problem in a cool tone.
4. Now explain that if this doesn't happen today you are coming to bryanston to customer support to find fred owen and (insert derogatory comment here). Make sure a serial killer tone is used here.

This works great with telesales they never call back and generally things happen quickly with the service call.

If anything just hope I made you smile.
 
Scary_Turtle said:
This right here is why you NEVER!!!!!! change your line to any service provider. Pay the extra R20-40 (don't be cheap) and keep your line with Telkom or this is almost guaranteed to happen.

@eleventh I'm laughing so hard cos you so angry sorry :)

Here's some ways to deal with service departments and sales calls in South Africa

1. Ask for the operators name (lets say fred owen), ask at which branch he works at (lets say bryanston), ask in which department he works (lets say customer support).
2. Write this all down.
3. Explain your problem in a cool tone.
4. Now explain that if this doesn't happen today you are coming to bryanston to customer support to find fred owen and (insert derogatory comment here). Make sure a serial killer tone is used here.

This works great with telesales they never call back and generally things happen quickly with the service call.

If anything just hope I made you smile.
Click to expand...

Small correction, you normally save R50 by doing it. Not worth it for me, but for some it is. And we're not in positions to judge why people do it.
 
Scary_Turtle said:
1. Ask for the operators name (lets say fred owen), ask at which branch he works at (lets say bryanston), ask in which department he works (lets say customer support).
2. Write this all down.
3. Explain your problem in a cool tone.
4. Now explain that if this doesn't happen today you are coming to bryanston to customer support to find fred owen and (insert derogatory comment here). Make sure a serial killer tone is used here.
Click to expand...

Don't mean to be a party pooper, but:

1. The name is in the copied mail, as people have pointed out
2. It's an email, he has a copy, so not necessary
3. He did in the email the first few times
4. This will never work - if I was ever on telesales support and you did this to me, I'd hang up

I suggest calling them during office hours. Explain the problem, and ask them if they can give you a refund (assuming you were charged) as you requested this a few weeks ago.

They are reasonable, I've dealt with AH support many times.
 
mr_norris said:
Don't mean to be a party pooper, but:

1. The name is in the copied mail, as people have pointed out
2. It's an email, he has a copy, so not necessary
3. He did in the email the first few times
4. This will never work - if I was ever on telesales support and you did this to me, I'd hang up

I suggest calling them during office hours. Explain the problem, and ask them if they can give you a refund (assuming you were charged) as you requested this a few weeks ago.

They are reasonable, I've dealt with AH support many times.
Click to expand...

Just trying to have some fun with a *** situation chill out.
 
The problem is that the house has been handed over. With a lovely ADSL line and phone where the new owner can happily make calls at my expense.
 
Say it again after me now.

Always Leave Your Line With Telkom
 
Just an update: No movement from Afrihost. Not even an email response. And yes, I have been mailing daily/using their support line.
 
Interesting ....

Please keep the thread updated ...

I am keen to see how this pans out for future reference (not that I am planning on moving or cancelling).
 
You won't get anywhere.

I had the EXACT same issue last month, moving to a new place. I phoned Afrihost and told them to cancel my line. They said I had to contact Telkom to do it. Just that, no further details.

Anyway phoned Telkom, they cancelled the line no problems BUT, next month came along and Afrihost billed me for the line!? An INACTIVE line already cancelled by Telkom. Upon numerous calls to Afrihost they stuck with the story that I had to cancel it on their system as well after cancelling with Telkom. They never told me that on my initial call and obviously arn't even willing to pull the recording of that conversation.

So I had to pay full 10mb price on an inactive line. 2nd best ISP my ass.

Needless to say all you can do is to just not support them.

I've obviously now moved to a new ISP at home and I'm in the process of moving my parents and office away from them as well. They probably don't give a damn about 3 customers but at least I'll sleep better at night.
 
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