Afrihost Uncapped ADSL Feedback (Pt3)

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Which ISP to go to - WebAfrica? My Afrihost uncapped ADSL account has been dead slow the past few weeks. Lots of blame on Telkom, yet a WebAfrica prepaid account was running fine.

Seems Afrihost has lost their touch and are saturated.... No even getting 1Mbps on a 10Mbps line the past 6 weeks.
 
NAG - Wesley said:
Shortening a URL doesn't make sense when you have so much space to paste the full URL in. Plus your one-line post looks a lot liuke what a spambot would port.
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Shortners look better. But seeing u ppl moan like its the end of the world ill post the FULL link
 
RoMark said:
I moved to AH Business last week and it was a disaster.
I moved back to Home.
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I did the same... it was terrible. 10MB Home Uncapped to 4MB Business and it was worse (shocking). I tried to move back to Home Uncapped the same evening from the CZ, but it wouldn't work.... A support tech got involved, made a mistake on the account and upgraded to 10MB Business, instead of 10MB Home. I told her on the phone it wasn't correct, but she too had issues putting it back to my original 10MB Home. She assured me that I wouldn't be charged while they sorted it out, but that wasn't true. I have been billed pro-rata for the line and Uncapped, it has been taken off my credit card, and I have been fighting for 2 weeks to get my money back. In the mean time, the new month's invoice has been issued, full amount taken off my credit card... so far, no response to any of my tickets to correct AH's error, and no credit :wtf:
 
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cronjec said:
Which ISP to go to - WebAfrica? My Afrihost uncapped ADSL account has been dead slow the past few weeks. Lots of blame on Telkom, yet a WebAfrica prepaid account was running fine.

Seems Afrihost has lost their touch and are saturated.... No even getting 1Mbps on a 10Mbps line the past 6 weeks.
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Yea, they are overwhelmed in terms of bandwidth. Remember through, April 10th are their network upgrades :)
 
I can't say i agree with the shaping status on AH clientzone.
Currently it says no shaping applied but my torrents are trickling in at about 18% speed.
Other times it shows I am being shaped and the torrents are at maximum.

I cannot decide if I am lucky or I should complain?
Swings and roundabouts - I guess.
 
In reference to a complaint I made on Saturday (http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836). Here's a response, if you can call it that. Basically, if you claim on the 60 day money back guarantee for a product that you found unacceptable, it means you can never use Afrihost again or any of their other products (according to the feedback below). No term and condition stipulates this so be very aware.

"Morning Andrew. We apologise for any inconvenience or frustration caused. We understand what you were saying, unfortunately claiming a 60 days money back guarantee, symbolises your loss of faith and confidence in us, it wouldn't be fair if you continued with our services if you were very unhappy with us. We will be refining the policy to make it more clear on this. -M"
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yet the terms and conditions don't reflect this at all which is the ones I agreed to at the time of sign up.

The Small Print
-All our Shared Hosting packages qualify for this double your money guarantee.
-All our DSL packages qualify for this double your money guarantee.
Only the data portion of DSL Bundles are applicable for this double your money guarantee.
-All Mobile Data products are eligible (except promotional bundles and Mobile Data devices, or data bundles with devices)
-All our Dedicated Hosting packages qualify for this guarantee.
-All of our Rack Hosting packages DO NOT qualify for this guarantee.
-All of our DSL Line Rental products DO NOT qualify for this guarantee.
-Any and all products which do qualify for the guarantee are explicitly labelled on our website, and therefore products which do not display the "60 Day Double Money Back Guarantee" label DO NOT qualify.
-If we choose to terminate an account for any reason (e.g. spam, illegal content) then that service will not qualify for the guarantee.
-Any referral or promotional discounts claimed will be deducted from the per month product value for the period applicable
-The refund will be limited to actual monies paid within the 60 day period on the specific product being claimed, and no other rewards or compensation will be applicable; or monies paid on other products which are not eligible
-Claiming the refund will result in immediate and full cancellation of the product concerned, if not already cancelled by the client
http://www.afrihost.com/site/page/60_day_complete_satisfaction_guarantee
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I'll keep complaining and posting all over the show until I get a proper response to my original complaint Afrihost.
Original complaint: http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836
 
Hogrod said:
In reference to a complaint I made on Saturday (http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836). Here's a response, if you can call it that. Basically, if you claim on the 60 day money back guarantee for a product that you found unacceptable, it means you can never use Afrihost again or any of their other products (according to the feedback below). No term and condition stipulates this so be very aware.

yet the terms and conditions don't reflect this at all which is the ones I agreed to at the time of sign up.

I'll keep complaining and posting all over the show until I get a proper response to my original complaint Afrihost.
Original complaint: http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836
Click to expand...

So according to -M, Afrihost has a set of terms and conditions on their website that have no bearing on their 60 day money back guarantee... and if one of their products out of their entire basket is claimed against, you will be blacklisted by them because somewhere in their little secret T&Cs in their office, they consider themselves entitled to do so and only inform a client of this AFTER the fact and after they have terminated all current and future accounts with them.

Wow... Afrihost... low low low.
 
i.got~issues said:
So according to -M, Afrihost has a set of terms and conditions on their website that have no bearing on their 60 day money back guarantee... and if one of their products out of their entire basket is claimed against, you will be blacklisted by them because somewhere in their little secret T&Cs in their office, they consider themselves entitled to do so and only inform a client of this AFTER the fact.

Wow... Afrihost... low low low.
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The sad part is I was happy with hosting etc. It's the uncapped I claimed on because it was so bad (in CPT).
I'm making a genuine and honest claim. I didn't expect this.
 
Hogrod said:
Due to receiving no satisfactory response I'm posting the following as an open complaint during my experience as a customer of Afrihost for 3 years, with ADSL uncapped and hosting products.
The following description is based on my best attempt to recall a series of events that resulted in discriminatory and unjustified action against me. We've already given Afrihost 2 days to respond and no official explanation has been received.

Due to the poor performance of my uncapped in Cape Town due to IPC issues over the past two months, a fact admitted to on here by AH forum reps and users, I decided to claim on the 60 money back guarantee 3 weeks ago. As yet I've not received that refund.

However, in the last week I opened a new hosting account with Afrihost for a customer of mine. After 3 days my new account was suspended for an unknown reason without notification or opportunity to hear what the problem was. This brought my customers on-line business website down for 26 hours, preventing access to email and data the business owns. After 24 hours and several phone calls and emails I eventually discovered the reason why it was suspended.

The website and hosting was suspended because I have, in my personal capacity, claimed the 60 day money back guarantee on the uncapped account, as explained by a call centre support staff.

The T&C http://www.afrihost.com/site/page/60_day_complete_satisfaction_guarantee of the money back guarantee allow me to claim on a product I deem to be unsatisfactory, there is no condition there that says you will be prevented from purchasing other products or blacklisted if you claim on any new product. So why have I been barred?

According to the feedback from the support call centre, the General Support Manager, Warren N (whose profile is visible on AH site) deemed it fit to completely blacklist me from all Afrihost products simply because I made a claim on the guarantee for the uncapped product. Allegedly, a note was even made under my account that call centre support are not to speak to me.

Afterwards I realised I would not be able to get the account reinstated and restored the website at a different host.

Unfortunately, I have incurred costs, damages and anger from MY clients due to a business website being down for 26 hours, simply because Warren N (according to the support staff I spoke to) felt he didn't need to speak to me, but instead and in my opinion and without proper reason, discriminated against a customer without due process for making a legitimate and honest money back claim on an uncapped product.
If Afrihost had issue why was I not prevented from creating a new product on signup? No one seems to be able to answer my questions.

Subsequently, I have received sympathy from Afrihost reps and advised to post my complaint on Facebook, this forum, twitter and Hellopeter as Afrihost have an external department that monitors customer complaints and customer interaction on social websites.

You can see the post regarding my hosting complaint here when it all began: http://mybroadband.co.za/vb/showthread.php/606478-Afrihost-service-hosting-complaint

In my opinion Afrihost has to investigate this complaint as I believe no company can simply treat customers in this manner without proper reasoning or explanation. We have emailed gian@afrihost, the normal support email, and abuse department. 48 hours later, we still await a satisfactory response.
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This seems to be a grey area in this policy, and I'm really sorry this has played out this way. I'm also grateful to you for highlighting this so that we can have the conversations necessary internally about how this should have gone.

I think there are several issues converging here, one of which is a stricter policy on abuse and irregularities which we've recently implemented to ultimately provide better service to clients. We receive many abuse complaints and red flag daily, and this results in a lot of administration for our team, which could otherwise be devoted to client service. Some automation is being introduced to streamline this process, but the difficulty is making sure that the right people are flagged.

I think the issue here is that we have not been clear in the way forward and where you stand in terms of the flagged products, as well as the other products and services you have with us. When I look at it logically, it's very unclear and I think we're doing that incorrectly.

Again, I think we must actually thank you for bringing this to our attention so that we can amend this policy and as a result, give you a clear answer and way forward on this issue :(
 
Hogrod said:
In reference to a complaint I made on Saturday (http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836). Here's a response, if you can call it that. Basically, if you claim on the 60 day money back guarantee for a product that you found unacceptable, it means you can never use Afrihost again or any of their other products (according to the feedback below). No term and condition stipulates this so be very aware.



yet the terms and conditions don't reflect this at all which is the ones I agreed to at the time of sign up.



I'll keep complaining and posting all over the show until I get a proper response to my original complaint Afrihost.
Original complaint: http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836
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I'm sorry but this is unethical. What the hell, Afrihost? You ask us to bear with you with the capacity crisis, and we are - albeit with growing unhappiness and impatience - and now you pull this one out of the hat? I've got to ask: what is happening over there?
 
i.got~issues said:
This is just unacceptable!

Warren N sounds pathetic.

Afrhost, you suck if this is your approved response to YOUR OWN double-your-money-back guarantee.

So, let me see if I understand this...

I have had endless trouble with my AH Business account over the past 2 weeks. Endless support loops of tracerts and diagnostics and the Telkom-is-to-blame game cycle of denial that anything is amiss with AH's actual service.

I have cancelled.

The next day, on the frontpage of myBroadband, low and behold, is an admission of rubbish service due to their shortfall of IPC capacity in the "South" where I am.

So, now, if I submit my valid claim for their rubbish service as I have cancelled within 60 days of signing up... I will be blacklisted by AH, have all other services instantly terminated and then be ignored by Warren N even though the only service I have cancelled and claimed against is their at-the-moment-completely-unusable-and-rubbish business product?

Afrihost, talk seems to be cheap with you guys at the moment.
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Our Double Money Back claim has never been tied to specific issues. After all, how do you measure happiness? We've always been of the mind that if you feel you are not happy with the product (for whatever reason) then you can submit the claim. The only reason we sometimes don't accept a claim is, for example, if you've been suspended (for non-payment or abuse) or if you're on an ineligible product like a Bundle or MiFi Promo.
 
Hogrod said:
In reference to a complaint I made on Saturday (http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836). Here's a response, if you can call it that. Basically, if you claim on the 60 day money back guarantee for a product that you found unacceptable, it means you can never use Afrihost again or any of their other products (according to the feedback below). No term and condition stipulates this so be very aware.



yet the terms and conditions don't reflect this at all which is the ones I agreed to at the time of sign up.



I'll keep complaining and posting all over the show until I get a proper response to my original complaint Afrihost.
Original complaint: http://mybroadband.co.za/vb/showthr...ice-hosting-complaint?p=12373836#post12373836
Click to expand...

I do respect that you're getting the run around and not getting a clear answer, but I think it would be best for us to try to come to a resolution on this as quickly as possible. If you don't mind continuing our PM discussion, I'm happy to step in and just get this resolved. I think there is some work to be done here internally, but maybe we should just sort this out using common sense so that you are not impacted going forward by this.
 
AfriMan said:
This seems to be a grey area in this policy, and I'm really sorry this has played out this way. I'm also grateful to you for highlighting this so that we can have the conversations necessary internally about how this should have gone.

I think there are several issues converging here, one of which is a stricter policy on abuse and irregularities which we've recently implemented to ultimately provide better service to clients. We receive many abuse complaints and red flag daily, and this results in a lot of administration for our team, which could otherwise be devoted to client service. Some automation is being introduced to streamline this process, but the difficulty is making sure that the right people are flagged.

I think the issue here is that we have not been clear in the way forward and where you stand in terms of the flagged products, as well as the other products and services you have with us. When I look at it logically, it's very unclear and I think we're doing that incorrectly.

Again, I think we must actually thank you for bringing this to our attention so that we can amend this policy and as a result, give you a clear answer and way forward on this issue :(
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What grey area in this policy ?

Claiming the refund will result in immediate and full cancellation of the product concerned, if not already cancelled by the client

^^ ZERO grey area there.

And again...

If we don't delight you and deliver on our service promise, you can choose to leave us at any time in the first 60 days of your chosen product and we will pay you back double the amount you've paid us in total up to that point, on that product or package. If we don't deliver, you don't pay - in fact, we pay you.

EDIT:

Oh... and if one clicks the CLAIM button;

Account (e.g. [email protected] or www.site.co.za):
Reason for claim/dissatisfaction:

^^ No mention of the jingaling type Afrihost what-this-really-means-in-non-marketing-hype-and-false-sense-of-frontpage-quality decoded speak.

Sounds like a squirming to me... Hogrod deserves more than just a little forum apology and an "alluding" to the colour of an area in Afrihost's head-office memoboard to staff.

AfriMan said:
Our Double Money Back claim has never been tied to specific issues. After all, how do you measure happiness? We've always been of the mind that if you feel you are not happy with the product (for whatever reason) then you can submit the claim. The only reason we sometimes don't accept a claim is, for example, if you've been suspended (for non-payment or abuse) or if you're on an ineligible product like a Bundle or MiFi Promo.
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Then do not profess the following "If we don't delight you and deliver on our service promise..."

A "service promise" that must "delight" a client ... I see, so no issue really, as long as we are delighted by the promise of a service... oooooh... how convenient.

Sounds like grounds for an ASA spat to me.
 
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paulbloggs said:
I can't say i agree with the shaping status on AH clientzone.
Currently it says no shaping applied but my torrents are trickling in at about 18% speed.
Other times it shows I am being shaped and the torrents are at maximum.

I cannot decide if I am lucky or I should complain?
Swings and roundabouts - I guess.
Click to expand...

That's a little odd. ClientZone pulls shaping stats straight from our server, and these are pretty much realtime - we're talking a few ms latency at the very most.

Would love to take a closer look at this if you could PM me some deets to follow up :)
 
i.got~issues said:
What grey area in this policy ?

Claiming the refund will result in immediate and full cancellation of the product concerned, if not already cancelled by the client

^^ ZERO grey area there.

And again...

f we don't delight you and deliver on our service promise, you can choose to leave us at any time in the first 60 days of your chosen product and we will pay you back double the amount you've paid us in total up to that point, on that product or package. If we don't deliver, you don't pay - in fact, we pay you.
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I don't think the complainant is talking about being billed for the same product - if that is the case, we shouldn't be billing for suspended products and we've never done so in the past - unless it has been reactivated.
 
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