Afrihost whatsapp support stinks.

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Harryc

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Can someone please address Afrihost’s useless support?
Called at 16:01 and told I would be called back. It is now 20:04 and no one has called me.
The idiots on their whatsapp support give you a pathetic answer when they feel like it.
I sent an email on Monday, today is Thursday and I have had no response to my email.
I did not sign up for this. Internet access is important and you feel absolutely helpless as you have no way of speaking to anyone
 
Unfortunately Afrihost support is not what it was. As someone who is struggling with s similar issue at the moment for close to a month I give you my condolences and sympathy.
 
Harryc said:
Can someone please address Afrihost’s useless support?
Called at 16:01 and told I would be called back. It is now 20:04 and no one has called me.
The idiots on their whatsapp support give you a pathetic answer when they feel like it.
I sent an email on Monday, today is Thursday and I have had no response to my email.
I did not sign up for this. Internet access is important and you feel absolutely helpless as you have no way of speaking to anyone
Click to expand...

Hi there

I am sorry to hear that you are struggling to get support, I know how frustrating this can be and I am really sorry that you have had to go through this.

There have been some changes to our support system and this change has brought about some growing pains that we are busy dealing with. We are fully aware that there are issues and we are sparing no expense in making sure that there is an improvement.

I am more than willing to help you with any issue that you may have. Please just let me know how I can help. :)
 
My experience this week with Afrihost.
Monday 11 May 13.22: Sent Whatsapp…No reply
Sent email – No one has responded to email, today Friday
Sent new Whatsapp at 18:00 (Monday)
Get reply at 19:26.
Ask another question. No reply.
Ask again Tuesday 12 June at 9 am.
Today Friday 15 June no one has answered.

Phoned Thursday 14 June at 2 pm. No option to speak to someone.
Recording tells me to use Whatsapp or press 1 they will call me back.
Someone calls me Friday morning at 07:20
Ask to speak to supervisor, am told supervisor will call me back.
It is now 14:37 Friday afternoon and no supervisor has called.

Sent new email at 09:07 this morning (Friday) got a reply back that someone will call me and a suggestion that I do another call back.
Did another call back and of course, no one has called…

Will be cancelling this service and my business service and go to a provider where I can actually speak to someone when I have a problem

Afrihost – how the mighty has fallen. Use to be the best around.
Maybe take the time and read what are being said about your pathetic service on Hello Peter.
Just because you do not respond does not mean people who are helpless do not go there to try and get some reaction out of someone.
 
Sorry to have to tell you it is not just now, I sent a whatsapp on 15 may and no one ever replied to that either.
 
Harryc said:
My experience this week with Afrihost.
Monday 11 May 13.22: Sent Whatsapp…No reply
Sent email – No one has responded to email, today Friday
Sent new Whatsapp at 18:00 (Monday)
Get reply at 19:26.
Ask another question. No reply.
Ask again Tuesday 12 June at 9 am.
Today Friday 15 June no one has answered.

Phoned Thursday 14 June at 2 pm. No option to speak to someone.
Recording tells me to use Whatsapp or press 1 they will call me back.
Someone calls me Friday morning at 07:20
Ask to speak to supervisor, am told supervisor will call me back.
It is now 14:37 Friday afternoon and no supervisor has called.

Sent new email at 09:07 this morning (Friday) got a reply back that someone will call me and a suggestion that I do another call back.
Did another call back and of course, no one has called…

Will be cancelling this service and my business service and go to a provider where I can actually speak to someone when I have a problem

Afrihost – how the mighty has fallen. Use to be the best around.
Maybe take the time and read what are being said about your pathetic service on Hello Peter.
Just because you do not respond does not mean people who are helpless do not go there to try and get some reaction out of someone.
Click to expand...

I hear you and this is horrible! As mentioned, I still want to help you and if you want to speak to somebody I am sure I can arrange this. Please send me a PM with your account info and I will sort this out for you.
 
Maybe I've been lucky.

I transferred my hosting last Sunday and by Tuesday mail was flowing and web site populated.

I made 4 WhatsApp support requests, in all cases was responded to within minutes and in all cases was sorted out.
 
bekdik said:
Maybe I've been lucky.

I transferred my hosting last Sunday and by Tuesday mail was flowing and web site populated.

I made 4 WhatsApp support requests, in all cases was responded to within minutes and in all cases was sorted out.
Click to expand...
If you read recent stuff here and hellopeter you will see that your experience has become the exception not the rule. LoL. Seems like it might be easier to contact mweb or telkom
 
bekdik said:
Maybe I've been lucky.

I transferred my hosting last Sunday and by Tuesday mail was flowing and web site populated.

I made 4 WhatsApp support requests, in all cases was responded to within minutes and in all cases was sorted out.
Click to expand...

That's great to hear - glad the guys are doing it right for you :)
 
Venomous said:
If you read recent stuff here and hellopeter you will see that your experience has become the exception not the rule. LoL. Seems like it might be easier to contact mweb or telkom
Click to expand...

I totally understand the experiences here - but considering that we deal with several thousand clients a day across different touchpoints, I truly believe that the large majority of them are getting a good experience, but those at the back of the queue are waiting much longer than we'd like. We are absolutely working on improving on these areas and investing in new technologies that can address this so that all our clients have quick and easy access to the support they need.
 
Definitely not great service from Afrihost.

I have trying to contact Support by whatsupp, and by email and phone for the last 2 weeks to check the status of the cancellation of my fiber line. (Cancellation due to poor support and service) no reply, no nothing. Cool Ideas cannot take over the line until Afrihost recognise the cancellation... But Afrihost are very quick to Bill you every month even if they give shoddy service.
 
gboy said:
Definitely not great service from Afrihost.

I have trying to contact Support by whatsupp, and by email and phone for the last 2 weeks to check the status of the cancellation of my fiber line. (Cancellation due to poor support and service) no reply, no nothing. Cool Ideas cannot take over the line until Afrihost recognise the cancellation... But Afrihost are very quick to Bill you every month even if they give shoddy service.
Click to expand...

:( That's really disappointing to hear. I'll follow-up on this for you, can you please PM me your account details.
 
Hi. I have decided to move my service as when I have a problem I need to speak to someone and cannot wait till it is convenient for them to speak to me.
I need to know what the cost will be.

I have been trying to get a refund as Afrihost.

You guys activated my service on 23 October 2017.
I clearly stated on my application that you had to activate it from 1 November 2017.
You then charged me R 225.58 for a service that I had paid up at my previous provider.

In the latest email you now blame Vumatell.

Account Number A10214421
 
So why was telephone hosting support dropped?


Do you know how difficult it is to explain something over the phone without writing an essay?
 
Harryc said:
Hi. I have decided to move my service as when I have a problem I need to speak to someone and cannot wait till it is convenient for them to speak to me.
I need to know what the cost will be.

I have been trying to get a refund as Afrihost.

You guys activated my service on 23 October 2017.
I clearly stated on my application that you had to activate it from 1 November 2017.
You then charged me R 225.58 for a service that I had paid up at my previous provider.

In the latest email you now blame Vumatell.

Account Number A10214421
Click to expand...

:( That's really disappointing to hear. I want to follow-up with our Accounts Team, can you please PM me the ticket reference number.
 
Rickster said:
So why was telephone hosting support dropped?


Do you know how difficult it is to explain something over the phone without writing an essay?
Click to expand...

Hosting Support is definitely still available over our Support Phone Line. You can either request a call-back from the ClientZone by going to Support then selecting the Hosting Call-back option there or by phoning 0116127200 and leaving us your details there for the call-back.
 
This is honestly no Joke.

Ive dealt with multiple different people from afrihosts so called fibre support. Ive sent Emails logged tickets and every single one says they will contact me back. One even gave me his email address and after sending multiple emails I am yet to see a single reply. and still after two months of this my connection is terrible , dropping randomly. At time of writing its currently saturday and i have no connection at all and absolutley no way of contacting any form of support whatsoever. During the week it could take anywhere from 6 hours to 2 days for a call back to happen. its disgusting how afrihost treats its customers and quite frankly im fed up with it. Dont even mention the whatsapp line , it takes them hours to reply and the answer I get is reset your router. When i bring up the ridiculous response the guy running the whatsapp line has the gall to tell me to be patient and he is dealing with multiple customers at the same time. I waited hours for a single message how is it unreasonable for me to ask another question after telling him restting my modem did nothing. and now i must be patient? This isnt a government run comany , this is a private company that I frankly pay embarrassing amounts of money to every month for multiple services and i get told to be patient? after two months of a broken service?

There has been the pre recorded high call volumes message on afrihost support for well over a year now (yes I've been a customer or as afrihost probably calls us a sucker of theirs for quite some time) their answer to these high call volumes is to make their support worse.
 
Kerenox said:
This is honestly no Joke.

Ive dealt with multiple different people from afrihosts so called fibre support. Ive sent Emails logged tickets and every single one says they will contact me back. One even gave me his email address and after sending multiple emails I am yet to see a single reply. and still after two months of this my connection is terrible , dropping randomly. At time of writing its currently saturday and i have no connection at all and absolutley no way of contacting any form of support whatsoever. During the week it could take anywhere from 6 hours to 2 days for a call back to happen. its disgusting how afrihost treats its customers and quite frankly im fed up with it. Dont even mention the whatsapp line , it takes them hours to reply and the answer I get is reset your router. When i bring up the ridiculous response the guy running the whatsapp line has the gall to tell me to be patient and he is dealing with multiple customers at the same time. I waited hours for a single message how is it unreasonable for me to ask another question after telling him restting my modem did nothing. and now i must be patient? This isnt a government run comany , this is a private company that I frankly pay embarrassing amounts of money to every month for multiple services and i get told to be patient? after two months of a broken service?

There has been the pre recorded high call volumes message on afrihost support for well over a year now (yes I've been a customer or as afrihost probably calls us a sucker of theirs for quite some time) their answer to these high call volumes is to make their support worse.
Click to expand...

I am truly sorry that you've been having such an awful experience. We are generally seeing improvement in response times, but it's clear that hasn't been happening for you and I apologise for that :(

Please drop me a DM and let me get the head of the fibre support team directly involved so we can resolve this ASAP :(
 
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