Afrihost Uncapped ADSL Feedback (Pt3)

[Chillwabbitt]

I was asked to cross post this so afrihost has the chance to respond. Although I feel they have had more than enough time and I've complained on facebook only to have my posts deleted and then subsequently banned from both messaging and posting to the page. Although it might have something to do with a certain image.

Original thread is here:
http://mybroadband.co.za/vb/showthread.php/640332-Afrihost-is-not-playing-the-game-anymore

I logged a call with Afrihost on the 28/07/2014 ZSA-296-51862 my 10mbps business line is sitting at 3mbps, after sitting through a whole bunch of mail stating they have reset my line and I should restart my router, only to find out that it was not fixed.

Eventually you got Telkom out here at my request, the said they fixed it, that wasn't true though.
So I replied no to the Telkom SMS and contacted Afrihost again, where I was once again met with a check your router story.

I called in again and the chappie said no worries I'll call Telkom again for you. I'm still waiting...
I now have to pay Afrihost, to manage Telkom, yet I'm managing both of you now!

I even logged a hellopeter, which I detest doing. http://hellopeter.com/afri-host-com/...ly-bad-1484760

Since then I have had Telkom at my house, the technician said to me:

1. I could never get 10mbps at my location as I am 3.2km away from the exchange the best I can get is 6mbps. (My Attenuation value is 40.5)
2. The router that Afrihost sold me does not function properly as the SNR value is only 6.0 he was getting 15

After all this I sent a mail to Afrihost Critical care to talk to Donovan Pillay about his, I could not get hold of him, so I sent a mail. No response.
Today I have mailed and called again, no response, I know he is there though.

So in a nut shell, Afrihost and Telkom combined have been milking me for a service(that Afrihost manages) and not delivering service.

 

[AfriMan]

Everything is shaped. Bloomin PDFs are shaped.
This service has degenerated into the innovation called openBrowse by openWeb.

If it's a non-realtime download, then it would be shaped

 

[Chillwabbitt]

By the way I sent a mail at 09:27 and am yet to hear a damn thing.

 

[AfriMan]

I was asked to cross post this so afrihost has the chance to respond. Although I feel they have had more than enough time and I've complained on facebook only to have my posts deleted and then subsequently banned from both messaging and posting to the page. Although it might have something to do with this image.

Original thread is here:
http://mybroadband.co.za/vb/showthread.php/640332-Afrihost-is-not-playing-the-game-anymore

I logged a call with Afrihost on the 28/07/2014 ZSA-296-51862 my 10mbps business line is sitting at 3mbps, after sitting through a whole bunch of mail stating they have reset my line and I should restart my router, only to find out that it was not fixed.

Eventually you got Telkom out here at my request, the said they fixed it, that wasn't true though.
So I replied no to the Telkom SMS and contacted Afrihost again, where I was once again met with a check your router story.

I called in again and the chappie said no worries I'll call Telkom again for you. I'm still waiting...
I now have to pay Afrihost, to manage Telkom, yet I'm managing both of you now!

I even logged a hellopeter, which I detest doing. http://hellopeter.com/afri-host-com/...ly-bad-1484760

Since then I have had Telkom at my house, the technician said to me:

1. I could never get 10mbps at my location as I am 3.2km away from the exchange the best I can get is 6mbps. (My Attenuation value is 40.5)
2. The router that Afrihost sold me does not function properly as the SNR value is only 6.0 he was getting 15

After all this I sent a mail to Afrihost Critical care to talk to Donovan Pillay about his, I could not get hold of him, so I sent a mail. No response.
Today I have mailed and called again, no response, I know he is there though.

So in a nut shell, Afrihost and Telkom combined have been milking me for a service(that Afrihost manages) and not delivering service.

I am sorry to hear that you are having a bad experience. I do need to note that I don't like the way you are choosing to engage. I know that some would say I was forced to go this route, but we're all responsible for our own actions and behaviour. Making personal attacks and publicly calling us liars and thieves is just not an effective approach to get help. In my experience it's always worth it to conduct yourself in the manner that you expect to be treated, regardless of what the other party says or does.

If you'd like my help, I am always willing to help a client, and you welcome to PM me the details. As I said, if we can have a civil and professional conversation, then I am sure we'll figure this out one way or another

 

[Chillwabbitt]

How do you justify that statement, I have been cival and sweet since, july it is only since last wednesday that I have become a dick to get you attention. But like the little spoilt kids that you are you just said "f him" he can wait longer now.

This is not a popularity contest, I pay for my service and I expect service, you are a bunch of liars. Everytime I call you say someoneis on the way and yet no one arrives.

Please get off you high horse. I wish you were as passionate to fix your customers problems.

I even sent this mail on the 31/07/2014 hoping you would jump to action, but nothing...


I have logged 4 requests to have my business line attended to all three have met with very little result.

Telkom has come and gone and my line is still at 3mbps where I pay for 10 mbps.

The last I heard from Telkom is that my filter was shorting my telephone.

Now I'm no genius but how the white cotton socks does this effect my DSL sync rate?

I have since replaced the filter; with which I am unable to connect to the internet at all. It all seems to be very Jack Sparrow-ish. Ilse de morte and all that, since everything has gone pear shaped...

Please may I get what I pay for as it is starting to piss me off, that I have to manage Afrihost and Telkom at the same time. When I pay you to do this for me and I though you're capable of managing yourselves as professionals I'm sure. I'm beginning to have doubts.

Having said all of that. That was the last bit of nicety I have in me, so please resolve my issue before I have to behave like a two year old that didn't get what he/she wanted in a toyshop.

Should you lie to see how much of an "arse hat" I can be, then by all means please continue on you current course of action or is that lack of action.

 

[Chillwabbitt]

It is now the 25th of Aug...

 

[AfriMan]

How do you justify that statement, I have been cival and sweet since, july it is only since last wednesday that I have become a dick to get you attention. But like the little spoilt kids that you are you just said "f him" he can wait longer now.

This is not a popularity contest, I pay for my service and I expect service, you are a bunch of liars. Everytime I call you say someoneis on the way and yet no one arrives.

Please get off you high horse. I wish you were as passionate to fix your customers problems.

I even sent this mail on the 31/07/2014 hoping you would jump to action, but nothing...


I have logged 4 requests to have my business line attended to all three have met with very little result.

Telkom has come and gone and my line is still at 3mbps where I pay for 10 mbps.

The last I heard from Telkom is that my filter was shorting my telephone.

Now I'm no genius but how the white cotton socks does this effect my DSL sync rate?

I have since replaced the filter; with which I am unable to connect to the internet at all. It all seems to be very Jack Sparrow-ish. Ilse de morte and all that, since everything has gone pear shaped...

Please may I get what I pay for as it is starting to piss me off, that I have to manage Afrihost and Telkom at the same time. When I pay you to do this for me and I though you're capable of managing yourselves as professionals I'm sure. I'm beginning to have doubts.

Having said all of that. That was the last bit of nicety I have in me, so please resolve my issue before I have to behave like a two year old that didn't get what he/she wanted in a toyshop.

Should you lie to see how much of an "arse hat" I can be, then by all means please continue on you current course of action or is that lack of action.

I'm really not here to get into arguments or bickering. My offer stands, you are welcome to PM me, but all this other stuff has to stop so we can actually focus on trying to sort out the problem. If you're not open to that, that is totally your choice.

 

[psynapt1k]

How do you justify that statement, I have been cival and sweet since, july it is only since last wednesday that I have become a dick to get you attention. But like the little spoilt kids that you are you just said "f him" he can wait longer now.

This is not a popularity contest, I pay for my service and I expect service, you are a bunch of liars. Everytime I call you say someoneis on the way and yet no one arrives.

Please get off you high horse. I wish you were as passionate to fix your customers problems.

I even sent this mail on the 31/07/2014 hoping you would jump to action, but nothing...


I have logged 4 requests to have my business line attended to all three have met with very little result.

Telkom has come and gone and my line is still at 3mbps where I pay for 10 mbps.

The last I heard from Telkom is that my filter was shorting my telephone.

Now I'm no genius but how the white cotton socks does this effect my DSL sync rate?

I have since replaced the filter; with which I am unable to connect to the internet at all. It all seems to be very Jack Sparrow-ish. Ilse de morte and all that, since everything has gone pear shaped...

Please may I get what I pay for as it is starting to piss me off, that I have to manage Afrihost and Telkom at the same time. When I pay you to do this for me and I though you're capable of managing yourselves as professionals I'm sure. I'm beginning to have doubts.

Having said all of that. That was the last bit of nicety I have in me, so please resolve my issue before I have to behave like a two year old that didn't get what he/she wanted in a toyshop.

Should you lie to see how much of an "arse hat" I can be, then by all means please continue on you current course of action or is that lack of action.

Chillwabbit, I, as a long time user of AfriHost understand your frustration, but it is not necessary to take it out in such a manner on AfriMan. He has been MORE than helpful to many of us.
PM him with your issues and chat to him civilly. You need to speak to people nicely or you will put them into defence mode it is not AfriMans fault your issues appeared?
As I said, PM AfriMan and I can guarantee you he will do his best to get your issues sorted - resorting to throwing your toys out the cot before even chatting to him and explaining the issues will get you nowhere
Everything of the best in getting your issues resolved - I am sure it will be very soon with AfriMan's help

 

[Wackyza]

I think both sides are at fauly here. Yes the way he went about it isnt civilized. However, many of us have experienced the 'unless there is a easy quick fix we will just let it take its course and the next employee that gets called can pick it up', I for one have. Its not cool.

I think both parties (Not Afriman personally, rather I am refering to Afrihost and Chillwabbit) need to come to the table and give apologetic high fives and sort this business out

 

[OGroteKoning]

I am sorry to hear that you are having a bad experience. I do need to note that I don't like the way you are choosing to engage. I know that some would say I was forced to go this route, but we're all responsible for our own actions and behaviour. Making personal attacks and publicly calling us liars and thieves is just not an effective approach to get help. In my experience it's always worth it to conduct yourself in the manner that you expect to be treated, regardless of what the other party says or does.

If you'd like my help, I am always willing to help a client, and you welcome to PM me the details. As I said, if we can have a civil and professional conversation, then I am sure we'll figure this out one way or another

Sorry, I don't understand. Are you saying that he must apologise and "ha ha jokey jokey ol buddy ol pal" in order to get assistance from the very people who's salaries he is partly paying for after having to resort to FB and HP? How would you feel if you paid for a service and when you hit a brick wall at every corner promises are made for a resolution and but nothing happens because you know we are "ha ha jokey jokey ol buddy ol pal". At some point tempers will start flying because money is leaking from his account and no service is rendered as promised. Now in my books not delivering on promises makes you a... a... YES SIR! a liar. So don't be upset when those kinds of remarks are being flung around.

So I have a better idea - why don't you say sorry and sort out his problem or at least be a catalyst to get it resolved. It's not personal, it is business. He kept his end of the bargain by paying you and now it is your turn to step up to the plate.

 

[Hamish McPanji]

Well said OGK

 

[AfriMan]

Sorry, I don't understand. Are you saying that he must apologise and "ha ha jokey jokey ol buddy ol pal" in order to get assistance from the very people who's salaries he is partly paying for after having to resort to FB and HP? How would you feel if you paid for a service and when you hit a brick wall at every corner promises are made for a resolution and but nothing happens because you know we are "ha ha jokey jokey ol buddy ol pal". At some point tempers will start flying because money is leaking from his account and no service is rendered as promised. Now in my books not delivering on promises makes you a... a... YES SIR! a liar. So don't be upset when those kinds of remarks are being flung around.

So I have a better idea - why don't you say sorry and sort out his problem or at least be a catalyst to get it resolved. It's not personal, it is business. He kept his end of the bargain by paying you and now it is your turn to step up to the plate.

I'm sorry I don't agree at all. Just from personal experience, getting offensive and aggressive might give you the impression that you're winning, but really everyone is losing. The relationship of trust has broken down, and there is no real future unless that mutual respect is restored. That comes from both parties. After many years in business, on both sides of this type of issue, I honestly believe that nice guys do finish first. Not only is a better experience for everyone when we all treat each other well, but the person trying to assist generally appreciates a client who is civil and patient and will go further to help them in the long run (and remember and appreciate that client for their approach). I can understand when people get frustrated and upset, I really do - but there is always a higher road and a better way, and that cuts both ways.

 

[AfriMan]

I think both sides are at fauly here. Yes the way he went about it isnt civilized. However, many of us have experienced the 'unless there is a easy quick fix we will just let it take its course and the next employee that gets called can pick it up', I for one have. Its not cool.

I think both parties (Not Afriman personally, rather I am refering to Afrihost and Chillwabbit) need to come to the table and give apologetic high fives and sort this business out

We are definitely working with Chillwabbit. He was happy to PM me after his post and we are finding a solution to his problem.

 

[Zewp]

I'm sorry I don't agree at all. Just from personal experience, getting offensive and aggressive might give you the impression that you're winning, but really everyone is losing. The relationship of trust has broken down, and there is no real future unless that mutual respect is restored. That comes from both parties.

I completely disagree. He pays you for a service, he is not getting that service. Why should he have to sugarcoat his posts and babytalk you if he has been struggling to get stuff done for over a month? You've already taken his money for a service you're not delivering, so how about instead of complaining because he said a few mean things, you buckle down and fulfill your part of the deal?

Either fix his problems, or if him saying some mean things to you is such a big deal, give his money back.

After many years in business, on both sides of this type of issue, I honestly believe that nice guys do finish first.

After many years of dealing with people in this industry, I honestly believe you're deluded. The only way to get anything done with an ISP is to scream, shout, swear and completely throw your toys out of the cot. Anything less and they simply don't take you seriously or you have to wait for the techies to finish playing Parcheesi before they decide if they might deal with your issue. You might have missed the part where this guy has been trying to get his service fixed since July. In this case the nice guy did not finish first, hence the nice guy turned into a not-so-mr-nice-guy.

 

[Wackyza]

We are definitely working with Chillwabbit. He was happy to PM me after his post and we are finding a solution to his problem.

Great. I am glad a middle ground could be reached.

 

[AfriMan]

I completely disagree. He pays you for a service, he is not getting that service. Why should he have to sugarcoat his posts and babytalk you if he has been struggling to get stuff done for over a month? You've already taken his money for a service you're not delivering, so how about instead of complaining because he said a few mean things, you buckle down and fulfill your part of the deal?

Either fix his problems, or if him saying some mean things to you is such a big deal, give his money back.



After many years of dealing with people in this industry, I honestly believe you're deluded. The only way to get anything done with an ISP is to scream, shout, swear and completely throw your toys out of the cot. Anything less and they simply don't take you seriously or you have to wait for the techies to finish playing Parcheesi before they decide if they might deal with your issue. You might have missed the part where this guy has been trying to get his service fixed since July. In this case the nice guy did not finish first, hence the nice guy turned into a not-so-mr-nice-guy.

You're entitled to your own opinion, I honestly don't believe that is true in real world events. When people shout and scream and become aggressive, it makes pretty much everyone uncomfortable. Whether it's in a store, a forum or in the workplace. Ultimately, we are all people, we have to go home to our families and children, and I don't think anyone benefits from that kind of negativity. Even the person who is frustrated ultimately has a worse experience. You are most welcome to behave according to your own values, but I can say that I've always found that being civil, patient and above all recognising the person on the other end of the conversation serves me well in the long run, and builds lasting relationships with suppliers, clients and colleagues.

 

[OGroteKoning]

... Even the person who is frustrated ultimately has a worse experience....

If his problem was solved when he asked for assistance the first time, this would not be the case.

What is Afrihost doing to prevent this from happening? Why is his issues not resolved immediately? Why must he wait for such a long period to get attention? Why is he only getting attention when he uses harsh words and attitude?

 

[AfriMan]

If his problem was solved when he asked for assistance the first time, this would not be the case.

What is Afrihost doing to prevent this from happening? Why is his issues not resolved immediately? Why must he wait for such a long period to get attention? Why is he only getting attention when he uses harsh words and attitude?

I just want to say that no-one ever has to scream and shout to get service. Anyone that PM's me or asks for help will get it. That's why I'm here. Sometimes queries take time to resolve, especially line issues that involve cable breaks, or high level technical assistance from Telkom.

The issue with this client is an ongoing one, and there has been back and forth communication. Telkom has also been out to his premises a few times, as I understand it, and the guys working on the issue are in contact with the client to try and resolve it.

 

[Zewp]

I'm sorry, Afriman, but I just don't agree. I can count the amount of times that being civil, patient and polite has gotten me anywhere on a single hand. It is well known that in South Africa throwing your toys out of the cot is usually the fastest and/or only way to get results, otherwise people simply seem to twiddle their thumbs and play with their dingalings.

I've had to resort to this with OpenWeb, WebAfrica, Telkom, Mweb, Vodacom and numerous other companies. Most companies will only get a move on once they notice that you've finally become fed-up with their BS and completely lost it. Very recently my SO was with Axxess and after two months of paying for barely usable internet while Axxess tech support just said "we're looking into it". He finally blew his top and he got his account cancelled and his line moved back to Telkom immediately, Axxess refunded him for several months and guess what happened when he called Telkom himself and yelled at them the very next day? His line fault was repaired in a few hours. One has to wonder whether he would have had working internet by now had he simply remained calm, civil and polite with Axxess.

Sorry Afriman, I know you might genuinely try hard on these forums, but whatever complaints anyone in the service sector have about how they're treated by customers, they bring over themselves. Most of us would prefer not to shout and get angry in order to get results. I don't like doing it at all and I would prefer if I could get my issues sorted out without my blood pressure first shooting through the roof. It's not fun to scream and shout at people to get things done and I bet most people here would agree, because most of us are likely not sociopaths. You guys just very often leave us no choice but to take that route and that's why your posts demanding civility and politeness stick sideways in my craw.

 

[Wackyza]

I don't quite agree with this. You are basically saying the general public need to sign up on this forum and PM u to get service, when your call centre/support staff just pass the hot potato.

And to say the guys are working on it and have been in contact with him, is false, because the reason he lost all his marbles and went primitive is because the above didn't happen up until now.

I commend you for your values and the way you prefer to handle things. I would prefer this route aswell.

I just think you haven't put yourself in his shoes AT ALL. You have spent all your energy defending your statements, your brand, instead of just conceding and being the one to apologize. After all, he is paying you for a service which wasn't rendered as per initial agreement. E.g. It's like when your wife is in the red zone and she is fighting with you because she didn't like how you walked into the room. You DON'T fight with her and tell her she is irrational and illogical. You be the bigger man, apologize because you know you love her and you want her to be happy. The same could of counted in this situation.

If you think I am being illogical, or unfair in my opinion feel free to critique.

I just want to say that no-one ever has to scream and shout to get service. Anyone that PM's me or asks for help will get it. That's why I'm here. Sometimes queries take time to resolve, especially line issues that involve cable breaks, or high level technical assistance from Telkom.

The issue with this client is an ongoing one, and there has been back and forth communication. Telkom has also been out to his premises a few times, as I understand it, and the guys working on the issue are in contact with the client to try and resolve it.