Afrihost you must be joking!

I understand the need to verify new clients, but you said verification needs to happen for new sign-ups as well as accounts that have been dormant for some time.

Why would accounts that have been dormant for some time require re-verification? This is where I fit in. My account was dormant for 10 months or something and I had to resubmit a copy of my ID even though you guys had my details on your system.

Now you're sitting with 2 or 3 copies of my ID when you kinda KNOW it's me :p

Surely, on dormant accounts, your devs can build in a USSD verification system that generates a random code for me to receive on my cellphone ? If I enter the correct code in CZ you'd know it's the same person you verified and I'd be good-to-go...

Once that's done, an email can be sent to a designated email address with a new / updated DSL username and password.

That'll eliminate the human intervention so your staff don't have to work till so late...and they can focus on new sign-up as opposed to both :)
 
the bigger issue here is that you never mention the account needs to be verified before payment is processed.

while there is a need for verification and a need for payment there is also a need for a logical system in place.

your product is a failure because your devs and marketing department did not communicate properly. quite sad though
 
AfriGuy said:
Nothing was withheld though, the account only needed verification to be activated.
I'm sure you can understand the need for verification?
Click to expand...
Not when to comes to the reasons cited above.

Why do we need you to send us proof of your identity?

While we know that the vast majority of our new clients are honest and
trustworthy, the unfortunate truth is that in the past dishonest people used
fake details to sign up with us.

They then used up all of the traffic allocated to them and we had to absorb
this cost. This led to a significant increase in our overall costs.

For this reason we need to have this step in place so that we can
continue to bring you the best value ADSL packages and ensure that
your costs are never increased.
Click to expand...
Would you please clarify?
 
AfriGuy said:
Verification is inevitable I'm afraid, sorry to hear you'll be cancelling with us.
Sincerely wish you the best of luck going forward.
Click to expand...

Reminds me of Whackheads prank call the other day when the "florist" (actually Simpson) tells an irate client (the pranked person) - "Sorry to see you go. We will miss your tens of Rands".

Afrihost marketing fail imo.
 
GrammatonCleric said:
I understand the need to verify new clients, but you said verification needs to happen for new sign-ups as well as accounts that have been dormant for some time.

Why would accounts that have been dormant for some time require re-verification? This is where I fit in. My account was dormant for 10 months or something and I had to resubmit a copy of my ID even though you guys had my details on your system.

Now you're sitting with 2 or 3 copies of my ID when you kinda KNOW it's me :p

Surely, on dormant accounts, your devs can build in a USSD verification system that generates a random code for me to receive on my cellphone ? If I enter the correct code in CZ you'd know it's the same person you verified and I'd be good-to-go...

Once that's done, an email can be sent to a designated email address with a new / updated DSL username and password.

That'll eliminate the human intervention so your staff don't have to work till so late...and they can focus on new sign-up as opposed to both :)
Click to expand...

We're improving our systems all the time, and until it's perfected (or as close to perfection a system can get) we won't stop the improvements coming. It's essentially a trust issue - with some accounts being marked as trusted. Our fraud and verifications team are the experts though, and if they require verification then I back their decision completely.

It's something we've had to implement due to past fraud and ID issues.
 
Baxteen said:
the bigger issue here is that you never mention the account needs to be verified before payment is processed.

while there is a need for verification and a need for payment there is also a need for a logical system in place.

your product is a failure because your devs and marketing department did not communicate properly. quite sad though
Click to expand...

This is something that's listed in our terms. I know even mentioning it sucks, but it is there :)
https://www.afrihost.com/site/page/terms_and_conditions/category/general_terms
 
AfriGuy said:
This is something that's listed in our terms. I know even mentioning it sucks, but it is there :)
https://www.afrihost.com/site/page/terms_and_conditions/category/general_terms
Click to expand...

and anyone with any user experience in mind would have told you that the warning should have been displayed on the screen before payment, not a click away under the terms and conditions.

but you are not the dev team so pointing it out to you is pointless.

this is bad user experience, and this thread will not be the last time you get this complain. while adding one line to the page before you click proceed to payment, would eliminate that. but hey rather give yourself more questions to answer than think ahead when designing pages right :D
 
AfriGuy said:
We're improving our systems all the time, and until it's perfected (or as close to perfection a system can get) we won't stop the improvements coming. It's essentially a trust issue - with some accounts being marked as trusted. Our fraud and verifications team are the experts though, and if they require verification then I back their decision completely.

It's something we've had to implement due to past fraud and ID issues.
Click to expand...

I don't doubt your verifications team and I completely understand why this process had to be implemented. I'm just thinking about an improvement to give your human resources a break :)
 
Baxteen said:
and anyone with any user experience in mind would have told you that the warning should have been displayed on the screen before payment, not a click away under the terms and conditions.

but you are not the dev team so pointing it out to you is pointless.

this is bad user experience, and this thread will not be the last time you get this complain. while adding one line to the page before you click proceed to payment, would eliminate that. but hey rather give yourself more questions to answer than think ahead when designing pages right :D
Click to expand...

I said something along these lines in another post though, around systems improving :)
And I'm sure they will, improvements are always being rolled out.
 
AfriGuy said:
I said something along these lines in another post though, around systems improving :)
And I'm sure they will, improvements are always being rolled out.
Click to expand...

I got to agree with the people here you can't tell them you paid for your pizza but before you get it we need you to jump around up and down and do all that stunts you guys need to change it.

I have not met one online company that takes my money then wants to verify my email or address.


All the hosting people... If I make a account and buy something they first take me to the page that I need to insert my details verify its me. THEN they deduct the money
 
DTBA said:
I got to agree with the people here you can't tell them you paid for your pizza but before you get it we need you to jump around up and down and do all that stunts you guys need to change it.

I have not met one online company that takes my money then wants to verify my email or address.


All the hosting people... If I make a account and buy something they first take me to the page that I need to insert my details verify its me. THEN they deduct the money
Click to expand...

I do understand where you guys are coming from. If there's an improvement that can be implemented from our end, they're always pushed out pretty quickly, especially if it can make our clients lives easier.
 
It took me 5 minutes to have my account verified from the time of uploading my I.D. to the Client Zone. I suppose it would be a pain if it were over a time where the verification team weren't working.
 
fingerprintz.mgr said:
It took me 5 minutes to have my account verified from the time of uploading my I.D. to the Client Zone. I suppose it would be a pain if it were over a time where the verification team weren't working.
Click to expand...

There's always someone available to verify accounts, it's something we prioritise :)
 
Applied for an account on 26/01/2016. Received the email to verify @ 11:41am. Emailed ID @ 11:44am. Account verified @ 11:49am.

Didn't see any notice to verify before signing up. No money changed hands in my case as I signed up for ADSL on a line that never had ADSL.

Verification was pretty painless, and is standard practice anywhere you sign up for any new account (online or physical store), but should be communicated nonetheless before sign up completion.
 
I don't see the issue here, when I signed up at Afrihost a year or so ago, signing up via the website, mailing a copy of my ID and getting verified took less than 30 minuts which is quite fast considering that a human must do the verification on the other side. If verification takes hours or days then I would say yes complain or follow up with them, but not if they do it as quickly as humanly possible.
 
Chevron said:
Except on weekends or after hours.
Click to expand...

How come Afrihost, and for that matter, probably other ISPs have no problem taking your money before they've verified you?
Yes they say they have to verify, but why the cock take any money from the customer before they have done?

In Afrihost's case, it's easy to get you to part with your cash before fairly warning you about verification ,than it is to ask before hand.
Douche Baggery of the tallest order.
 
Problem A is Afrihost not making it clear to submit an ID copy before payment.
Problem B Chevron not being able to scan a clear copy of ID.

Can anyone else test after hours verification?
 
AirWolf said:
Problem A is Afrihost not making it clear to submit an ID copy before payment.
Problem B Chevron not being able to scan a clear copy of ID.

Can anyone else test after hours verification?
Click to expand...

This is something that's mentioned in our General Terms :)
 
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