Afrihost Uncapped ADSL Feedback

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I'm still getting full 10 meg speeds.

Is this problem a regional issue?
 
Afriman,

While I'm content with the ADSL Uncapped service, I do however have issues with your call-center. Having to hold between 15-25 minutes to speak to a call-center agent reminds me very much of dealing with the Telkom of old, and the arrogance and misdiagnosis of issues by the agents is especially frustrating. I was on the verge of cancelling to take advantage of the money back guarentee because of this, but figured since the ADSL service is OK apart from an issue actually arising from Telkom's side which was inefficiently handled by your call center, I would remain a customer for now.

Why not have call center agents give a call reference number straight off the bat? Took me several calls to realize that no log was held of my issue, and every time the troubleshooting started afresh and in a randomly different direction.
 
Hi Guys

We are getting feedback from IS as to whether Telkom have implemented the necessary upgrades, but I guess if that were the case we would be expecting some better results. As I mentioned, our company directors are now involved, and we are putting as much pressure as we can on our network partners to get us some movement and information on the issue.

I can't do more than apologise at this point, becuase I know that this has gone on for a while now, and while some have gotten slightly improved service, many of you are still getting horrible, horrible speeds.

We are doing everything we possibly can right now, and as soon as I get some info, I will post it here first.
 
Kaot said:
Afriman,

While I'm content with the ADSL Uncapped service, I do however have issues with your call-center. Having to hold between 15-25 minutes to speak to a call-center agent reminds me very much of dealing with the Telkom of old, and the arrogance and misdiagnosis of issues by the agents is especially frustrating. I was on the verge of cancelling to take advantage of the money back guarentee because of this, but figured since the ADSL service is OK apart from an issue actually arising from Telkom's side which was inefficiently handled by your call center, I would remain a customer for now.

Why not have call center agents give a call reference number straight off the bat? Took me several calls to realize that no log was held of my issue, and every time the troubleshooting started afresh and in a randomly different direction.
Click to expand...

I'm reading through this, and my honest thought is "This sucks!". If it were me, I would pulling out my hair and writing responses in CAPITAL LETTERS to anyone and everyone in the company. I can absolutely understand how frustrating it is when someone is trying to convince of something that it totally not true. Especially after you've been on hold that long (which also sucks!)

I'm truly sorry, I know that we've taken on quite a few new guys to help with the support backlogs, but they're in training at the moment, so I expect things will start settling down soon. Once they are up to speed we'll be able to post more people in the evenings to bring those call times down and support quality up.

With regard to logging, we don't issue references, but we log and record every single phone call. If anyone give you crappy service, you can send me your username and the time of your call and I'll be able to see exactly who you spoke to. If necessary, I'll bring the quality assurance manager in to listen to the actual call and see what action is approporiate. He actually spends a good part of his day listening to random sections of random calls to determine where the guys are not keeping up the high service standard.
 
Thanks AfriMan

My pings are a lot better but my line maxes out at 1.1mBps down (4mb) - so will continue to wait for updates...
 
Maybe we need a lot of this :

41B6YonjSgL._SL500_AA300_.jpg


So that the data packets is extra slippery and faster? :D
 
Pity, the main website of AfriHost states the network if fully operational, when it's clearly not ...
 
I think that the only fair compensation for this is a month of 10mb uncapped upgrade :p especially considering I only paid R80 for the account. Who is with me?



:whistle:

:D
 
/Keeps checking this thread for updates in the hope that the service has improved.

Line performance last night told me otherwise though.
 
Is the issue supposed to be only in the Western Cape? I'm in Gauteng and cant stream youtube on 10 meg uncapped..
 
Thanks for the feedback AfriMan. I'm sure you guys are running around like mad to get this sorted.

Luckily we have August and September to use the 80% discount special.
 
I'm experiencing exactly the same issues on my WISP - WirelessOnline - and they use IS...
 
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