Afriman please help

M

MK023

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[#ACZ-249-19007]: Escalation WQI-834-40566)

Hi Afriman

I'm hoping you can help, seeing as Afrihost's call center leave much to be desired.

I phoned a week or two to complain about my poor adsl connection - I was told that apparently my line doesn't have the right insulation/covering and that it's exposed to the elements. Which makes sense as my connection is terrible if it even so much as drips a bit outside.

No problem, a call was logged to Telkom. I waited patiently - nothing happened. I phoned last week (the 10th if I recall correctly) to complain. No problem, I was told. This will be escalated.

Once again I waited patiently.

On Sunday night, after spending nearly 2 hours in molten core in WoW (I'm hoping you can appreciate my pain here) the net dies just before the final boss. You can imagine how pleased I was. .. ..

Still, I waited patiently. Afrihost promised me they would look into this, right?

Last night I get home and my line isn't working at all. AT ALL.

Now I'm freaking furious.

I don't watch TV or do anything else to unwind after a hard day at work. I rely on my STABLE internet connection to connect with my friends and do the admin that I don't have time for at work. When I cannot access the net, it seriously upsets me. I don't think words can adequately describe how frustrated and mad I get.

I phoned again and was told that:
a) the issue was never escalated the last time I phoned and
b) there's nothing you can do for me at that point in time to try and get my connection stable.

I believe the young man has indeed now escalated the matter, but it's simply not good enough. Why must I start shouting and swearing before anyone pays attention to me?

Furthermore, for a while my net was synced at a lower speed than the 2 mbs (2mbs btw because Telkom is too useless to give me a proper connection at 4mb) and now I cannot access the internet at all.

I ask that this problem be fixed IMMEDIATELY as it's SUMMER and it's freaking raining EVERY DAY.

I also ask that I be compensated in some way for the fact hat my net has been near useless to me for practically this whole month.

I believe I have been patient and rational enough up to now - please get back to me asap.

Thanks
Monika

PS. If I were you I would look at the quality of the templates your call center uses to communicate with your clients. Absolutely shocking, I expected more from Afrihost.
 
Vote with your wallet and switch ISP's immediately *and for the love of deity* never, ever, ever have your DSL line with your ISP
 
I have a similar problem with Afrihost and my ADSL line. It is suppose to be 4mb but are currently running at below 3mb and always get the same answer from the call center. "There is open fault ref .... and a telkom technician will respond in 2 to 3 days." Think they have escalated the problem to just below heaven already but still no joy. If this is the service from the no 1 ISP in the country, as sure as hell don't want to know how the service must be from the other ISP's as there is no service from Afrihost. Have since reported the problem on Hellopeter.com and will wait and see what the response is that I get.
 
This sounds more like Telkom than an Afrihost issue. If you contact the call center, keep requesting the supervisor, eventually you will get through. If the supervisor can't help you, they should put you through to the regional manager.

After 7 days downtime the month is supposed to be free (the copper line, not the data), just make sure you keep all the fault numbers.
 
Thanks... I know it's a Telkom issue, but that's why I trusted Afrihost to deal with them because in my experience dealing directly with Telkom is futile. However, Afrihost's "service" has not been great.

I've moved to WebAfrica now. I'm hoping they can sort this out. I don't yet trust Telkom enough to leave my line with them, although I've heard they've improved a lot.
 
MK023 said:
Thanks... I know it's a Telkom issue, but that's why I trusted Afrihost to deal with them because in my experience dealing directly with Telkom is futile. However, Afrihost's "service" has not been great.

I've moved to WebAfrica now. I'm hoping they can sort this out. I don't yet trust Telkom enough to leave my line with them, although I've heard they've improved a lot.
Click to expand...

Why not just deal with Telkom yourself? You just being foolish giving your line to your ISP.
 
MK023 said:
I've moved to WebAfrica now. I'm hoping they can sort this out. I don't yet trust Telkom enough to leave my line with them, although I've heard they've improved a lot.
Click to expand...

Last I heard, Telkom still control the 'last mile', so WebA. would need to deal with them to get it sorted out, instead of you.
 
I O U said:
Last I heard, Telkom still control the 'last mile', so WebA. would need to deal with them to get it sorted out, instead of you.
Click to expand...

Yeah I have to laugh at his logic. Afrihost or WebAfrica aren't sending anyone to work on your line, they just call Telkom. And since they are dealing with a hundred other people with issues, they are not going to escalate anything for you.
 
whatwhat said:
Why not just deal with Telkom yourself? You just being foolish giving your line to your ISP.
Click to expand...

I couldn't agree more.

The (work) dealings I've had with WebA. have been useless - took weeks for them to respond to & help out with username/password authentication issues, when they changed their site over from either using a client code / e-mail address, to only using an e-mail addr. for logging into their client area.

I still have accounts we can't even log into, due to their incompetence. Would never give my line over to them.
 
I am fully aware that no ISP sends their own people to work on the line - I know that sits with Telkom. I just feel that as a corporate they should have a bigger say in getting Telkom to actually do something.

As previously mentioned, I have in the past tried to deal directly with Telkom and struggled for weeks and only ended with a headache to show for my troubles. I don't have the time nor inclination to deal with Telkom's call centre, hence why I'm asking someone else to do it for me.

If it doesn't work out I'll just go directly to Telkom, in the meantime, I'll take my chances with WebAfrica. Not like they can be worse that Afrihost.
 
MK023 said:
I am fully aware that no ISP sends their own people to work on the line - I know that sits with Telkom. I just feel that as a corporate they should have a bigger say in getting Telkom to actually do something.
Click to expand...

They actually don't. They just call on your behalf. They are nothing special.

Also, you don't even need to call the call center. You can log a fault online with the Telkom website and get the reference number a few seconds later.

It's really simple. Hell, I'll manage you line for you :D
 
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