Current Afrihost Fibre Promotion Question.

[Totempole]

I should start by saying your phone support service is shocking. I mean seriously shocking. Ridiculously bad. Like Telkom 10210 level bad.

Anyway, all I wanted to know was, with the current Fibre promotion Afrihost has on offer, are there any contractual obligations provided I don't take the free WiFi Router on offer? i.e will there be any penalties should I decide to cancel within 3 or 4 months?

Afrihosts terms say:

10.8 Applicable to signups on or after 05 October 2017 - Should a user cancel their Afrihost Fibre less than 6 months from installation, they will be charged a fee of R999 to recover costs for the Wi-Fi Router.

I see that the R999 router is on an opt-in basis.

About cancellation:

12.1 Afrihost operates Month-to-Month contracts. Either the Client or Afrihost may terminate the agreement, or a particular Service, by giving one calendar month’s notice to the other. For example if notice is given on the 15th of January, termination will take effect on the 1st of March. Particular Service Terms may allow for shorter notice periods.

Does the full month cancellation notice apply to Fibre Services? Or does the cancel before the 25th of the previous month rule still apply?

The reason I need to know these things is if 20Mb VDSL becomes available in my area, I may decide to switch back to copper.

 

[Totempole]

Really? No one can answer this? I thought they were pretty straightforward questions.

 

[opinionhated]

Twitter seems most responsive

 

[AfriFella]

I should start by saying your phone support service is shocking. I mean seriously shocking. Ridiculously bad. Like Telkom 10210 level bad.

Anyway, all I wanted to know was, with the current Fibre promotion Afrihost has on offer, are there any contractual obligations provided I don't take the free WiFi Router on offer? i.e will there be any penalties should I decide to cancel within 3 or 4 months?

Afrihosts terms say:


I see that the R999 router is on an opt-in basis.

About cancellation:


Does the full month cancellation notice apply to Fibre Services? Or does the cancel before the 25th of the previous month rule still apply?

The reason I need to know these things is if 20Mb VDSL becomes available in my area, I may decide to switch back to copper.

Hey Totempole! Sorry about the late response here! I'm sad to hear that you're having such a poor Call Centre experience. We're definitely doing a major drive to improve holding times and the entire support experience. I'm sure you're going to notice a huge improvement in the very near future.

To answer your question, the quoted T&C in your post applies to our device cancellation policy. You will not be charged a device cancellation fee if you do not opt in for the device. With that being said, all fibre providers have a cancellation fee which will be implemented after cancellation at any point even after the initial 6 month period. This fee varies from provider to provider and is not set by us. It basically covers the costs of the labour and device installed by the provider.

Regarding cancellation, the same policy applies for fibre as the rest of our packages. As long as you cancel before our billing run, your cancellation will be effective at the start of the following month.

Hope this helps.

 

[Totempole]

Hey Totempole! Sorry about the late response here! I'm sad to hear that you're having such a poor Call Centre experience. We're definitely doing a major drive to improve holding times and the entire support experience. I'm sure you're going to notice a huge improvement in the very near future.

To answer your question, the quoted T&C in your post applies to our device cancellation policy. You will not be charged a device cancellation fee if you do not opt in for the device. With that being said, all fibre providers have a cancellation fee which will be implemented after cancellation at any point even after the initial 6 month period. This fee varies from provider to provider and is not set by us. It basically covers the costs of the labour and device installed by the provider.

Regarding cancellation, the same policy applies for fibre as the rest of our packages. As long as you cancel before our billing run, your cancellation will be effective at the start of the following month.

Hope this helps.

Thanks very much for the info. This answers my question.

My issue wasn't with the hold times, it's the staff member that assisted. He just forwarded my call and I had to join the back of the queue. Surely all of your sales staff should've been able to answer this?

EDIT:

What would Vumatel charge as a cancellation fee? I don't see anything regarding this in their T's and C's. There's no mention of a cancellation fee/penalty anywhere, regardless of duration.

 

[AfriGenie]

Thanks very much for the info. This answers my question.

My issue wasn't with the hold times, it's the staff member that assisted. He just forwarded my call and I had to join the back of the queue. Surely all of your sales staff should've been able to answer this?

EDIT:

What would Vumatel charge as a cancellation fee? I don't see anything regarding this in their T's and C's. There's no mention of a cancellation fee/penalty anywhere, regardless of duration.

There won't be any cancellation fees from Vumatel for a Fibre line managed by Afrihost.

We are in the process of expanding our Support Team to ensure that we are able to keep up with the increasing volumes of calls. It is a priority for us to improve the response times and to make sure that as many queries and issues are resolved with the first call as possible.