Afrihost Unresponsive in cancellation request [#RKF-331-99874]

[Rickster]

Did OP go in clientzone and click cancel on the fibre product in question?

 

[Techfluent]

Did OP go in clientzone and click cancel on the fibre product in question?

It does not look like he did request the cancellation from clientzone. I mean Afrihost has n user friendly portal for clients to manage their services.

 

[im_from_earth_]

Did OP go in clientzone and click cancel on the fibre product in question?

@Rickster - I did not cancel the product through Clientzone. Again, another loophole in Afrihost T&C as I have been told by their support agent in my most recent communication. So again, I am the party at fault for not following procedure. Convenient...

 

[im_from_earth_]

It does not look like he did request the cancellation from clientzone. I mean Afrihost has n user friendly portal for clients to manage their services.

I'm not in any way saying that I am not at fault here. All I have asked from the beginning is that someone at Afrihost actually review the ticket and apply some simple acumen to the problem rather than find excuses for why the request was not dealt with in the first place.

Having a Whatsapp support desk that has no ability to resolve any requests seems like a pointless waste of time.

Having a call back service that doesn't ever call the customer back following a request seems like a pretty waste too.

Having an email ticketing system that doesn't function or give the service agent any information or historical reference makes no sense whatsoever in achieving customer service.

If I need to face 22 degrees south at 2:43pm on a Tuesday afternoon wearing blue underpants while making a cancellation request through a support service in order for the request to be actioned, then this needs to form part of the advertising. But it's not. The slogan is "Pure Internet Joy". As such, I as a seemingly nasty, unfair, irrational, incomprehensible monster of a client sent an email and a whatsapp. How terrible of me. Moreover, I was equally ghastly in neglecting to follow up for over twelve months while I trusted the multi award winning, excellent, outstanding, super trustworthy service provider had actioned my request. Clearly I am a terrible human, not worthy of being treated much less respected as an adult, and should be punished.

 

[Afrigirl]

Email dated 1st November requesting the cancellation [I do see there is a typo in the account number] but this should not have impacted the cancellation had anyone actually replied to the email:

View attachment 1495563

In addition to this a support request was logged through their app [whatsapp chat desk].

Subsequent to this, and yes, long overdue as I have admitted above an email was sent earlier in Feb of this year which hasn't received a reply either:

View attachment 1495565


Unfortunately the whatsapp transcript is no longer available, but surely these messages should be on a database for review? This is the whole purpose of a ticketing system.

I understand it's easy to attack a clearly frustrated consumer. But I don't think I am unreasonable in any of my requests. I am not the service provider her. I am a customer with multiple tickets requesting service.

Thank you. I understand that you may have used a different email address to send the email dated November 2021, but the email cannot be located. I have thoroughly checked for the email using your account number as well; however, nothing linking to your account was received on the 01st of November 2021.

Here is the ticket ID list linked to your primary email address on the account.
I have sent you a PM; please share the attached document from the first
screenshot. I’m sorry you are having this problem. I am not trying to be difficult; I am gathering all the necessary information to help the case as much as possible.

 

[im_from_earth_]

Thank you. I understand that you may have used a different email address to send the email dated November 2021, but the email cannot be located. I have thoroughly checked for the email using your account number as well; however, nothing linking to your account was received on the 01st of November 2021.

Here is the ticket ID list linked to your primary email address on the account.
I have sent you a PM; please share the attached document from the first
screenshot. I’m sorry you are having this problem. I am not trying to be difficult; I am gathering all the necessary information to help the case as much as possible.

Please supply your email address. There is no way to attach the .pdf document via the message system here.

 

[MentellusMaximus]

I'm not in any way saying that I am not at fault here. All I have asked from the beginning is that someone at Afrihost actually review the ticket and apply some simple acumen to the problem rather than find excuses for why the request was not dealt with in the first place.

Having a Whatsapp support desk that has no ability to resolve any requests seems like a pointless waste of time.

Having a call back service that doesn't ever call the customer back following a request seems like a pretty waste too.

Having an email ticketing system that doesn't function or give the service agent any information or historical reference makes no sense whatsoever in achieving customer service.

If I need to face 22 degrees south at 2:43pm on a Tuesday afternoon wearing blue underpants while making a cancellation request through a support service in order for the request to be actioned, then this needs to form part of the advertising. But it's not. The slogan is "Pure Internet Joy". As such, I as a seemingly nasty, unfair, irrational, incomprehensible monster of a client sent an email and a whatsapp. How terrible of me. Moreover, I was equally ghastly in neglecting to follow up for over twelve months while I trusted the multi award winning, excellent, outstanding, super trustworthy service provider had actioned my request. Clearly I am a terrible human, not worthy of being treated much less respected as an adult, and should be punished.

Goodness, no wonder they do not want to phone you.

How old are you, 12?

 

[im_from_earth_]

Goodness, no wonder they do not want to phone you.

How old are you, 12?

If someone in customer service can't deal with a difficult customer [not unreasonable] then they are in the wrong job.

Not one of my requests has been unreasonable.

 

[MentellusMaximus]

If someone in customer service can't deal with a difficult customer [not unreasonable] then they are in the wrong job.

Not one of my requests has been unreasonable.

True, the below is also perfectly reasonable.

If I need to face 22 degrees south at 2:43pm on a Tuesday afternoon wearing blue underpants while making a cancellation request through a support service in order for the request to be actioned, then this needs to form part of the advertising. But it's not. The slogan is "Pure Internet Joy". As such, I as a seemingly nasty, unfair, irrational, incomprehensible monster of a client sent an email and a whatsapp. How terrible of me. Moreover, I was equally ghastly in neglecting to follow up for over twelve months while I trusted the multi award winning, excellent, outstanding, super trustworthy service provider had actioned my request. Clearly I am a terrible human, not worthy of being treated much less respected as an adult, and should be punished.

All we have to go on is what you have posted here so far and your attitude towards Afrigirl when all she is trying to do is help, and very little of that if any appears very reasonable.

Anyway, good luck, hope you can get this resolved.

 

[AfriNatic]

Please supply your email address. There is no way to attach the .pdf document via the message system here.

Morning,

Please forward the cancellation email that was sent to us or Purple Forest directly to [email protected]

The correct procedure is to cancel the service with Afrihost via ClientZone and if you are unable to do so email [email protected] or [email protected] to get confirmation of your request in writing. Sending a mail to the FNO directly is never recommended because the email might go unattended. As your ISP we won't know that you requested this and won't know to cancel the line hence the billing will continue to run as we are billed by the Fibre Line provider until that line is cancelled.

 

[bwana]

If someone in customer service can't deal with a difficult customer [not unreasonable] then they are in the wrong job.

Not one of my requests has been unreasonable.

They've been anything but unresponsive since you created this thread. Why don't you try working with them amicably so you can all move on?

 

[im_from_earth_]

Morning,

Please forward the cancellation email that was sent to us or Purple Forest directly to [email protected]

The correct procedure is to cancel the service with Afrihost via ClientZone and if you are unable to do so email [email protected] or [email protected] to get confirmation of your request in writing. Sending a mail to the FNO directly is never recommended because the email might go unattended. As your ISP we won't know that you requested this and won't know to cancel the line hence the billing will continue to run as we are billed by the Fibre Line provider until that line is cancelled.

@AfriNatic I have forwarded this to [email protected], [email protected] and to Afrigirl's personal email address.

 

[im_from_earth_]

They've been anything but unresponsive since you created this thread. Why don't you try working with them amicably so you can all move on?

This is what I've been trying to do for over a month without any engagement from their part hence me starting the thread.

 

[AfriNatic]

@AfriNatic I have forwarded this to [email protected], [email protected] and to Afrigirl's personal email address.

Hi

Did you manage to forward the original mail you sent to Purple Forest? We did receive the attachment.

 

[im_from_earth_]

Hi

Did you manage to forward the original mail you sent to Purple Forest? We did receive the attachment.

I have just resolved this ticket with Afrigirl.

Many thanks.

 

[RedViking]

True, the below is also perfectly reasonable.



All we have to go on is what you have posted here so far and your attitude towards Afrigirl when all she is trying to do is help, and very little of that if any appears very reasonable.

Anyway, good luck, hope you can get this resolved.

Still does not beat @Thor .

It started as a deep love relationship

Just want to say I love you

And ended as a messy divorce.

Afrihost is a ****up.

Why people use afrihost is beyond me.

 

[AfriNatic]

I have just resolved this ticket with Afrigirl.

Many thanks.

Glad Afrigirl was able to assist and resolve the issue.

 

[BBjon]

Morning,

Please forward the cancellation email that was sent to us or Purple Forest directly to [email protected]

The correct procedure is to cancel the service with Afrihost via ClientZone and if you are unable to do so email [email protected] or [email protected] to get confirmation of your request in writing. Sending a mail to the FNO directly is never recommended because the email might go unattended. As your ISP we won't know that you requested this and won't know to cancel the line hence the billing will continue to run as we are billed by the Fibre Line provider until that line is cancelled.

I've not communicated with the ClientZone for some time and the usual password hiccups have occurred. So I'll use the [email protected] to cancel the service as I'm moving to the Stilbaai area from EL. How much notice do you need? After a few initial issues and more recently the loss of connectivity due to load shedding it's been a smooth run with Afrihost, thank you. Pity you're not in Stilbaai, are there ANY fibre ISPs down there that you know of?

 

[Afrigirl]

Hello

I've not communicated with the ClientZone for some time and the usual password hiccups have occurred. So I'll use the [email protected] to cancel the service as I'm moving to the Stilbaai area from EL. How much notice do you need? After a few initial issues and more recently the loss of connectivity due to load shedding it's been a smooth run with Afrihost, thank you. Pity you're not in Stilbaai, are there ANY fibre ISPs down there that you know of?

30 day calender notice, the line will be cancelled end of May. Please do share the ticket ID once you have sent the request to support so I can action the cancellation request for you.

 

[BBjon]

Hello

30 day calender notice, the line will be cancelled end of May. Please do share the ticket ID once you have sent the request to support so I can action the cancellation request for you.

Thanks for the info. Still have a bit of time, aiming for the end of July. The guy buying my house is also a fibre fan, should make the switch easier if he's also with Afrihost.