Dissatisfied Afrihost Customer

S

SLB2510

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Good evening.

I have been struggling for over two months with my router switching itself off and on numerous times during the day. I have contacted Afrihost numerous times and have followed all the steps they have told us to do. The problem still persists.
Now, they are saying it's the router that is the problem.
This is where the fun part comes in.
I was told that I have to have my current router sent to them to test. If it's the problem they will repair and send it back. This means I will be without wifi during this period. Or, I can buy a new router which will take 5 to 10 days to get delivered. Again, no wifi for this time period.

I would also like to mention that the same thing happened at the end of last year. I bought a new router from Afrihost in December only for the problem to start reoccurring less than 4 months later. How is this possible??????

So I thought I would cancel my contract with Afrihost so I can get connectivity with another service provider only to be told I would have to wait until the end of July for the cancelation to take effect.

I am beyond frustrated. I cannot believe that it is so difficult to have access to the internet.

The number of calls and emails I have sent is insane. The worst part is that I am told that my ticket was closed. Also, if I don't phone I'm every day noone from Afrihost will call me back to let me know what MetroFibres instructions are.

Please can someone help me???
Any suggestions would be welcome. I just want internet that works.
 
The ticket number I received from Afrihost is 725799 although the call Centre told me it was closed.
 
SLB2510 said:
So I thought I would cancel my contract with Afrihost so I can get connectivity with another service provider only to be told I would have to wait until the end of July for the cancelation to take effect.
Click to expand...
Unfortunately calendar month notice period with most ISP's
 
SLB2510 said:
The ticket number I received from Afrihost is 725799 although the call Centre told me it was closed.
Click to expand...
Hi.

The ticket is linked to two more tickets with metrofibre. Please confirm since last year till to-date was the ONT replaced?
 
SLB2510 said:
Good evening.

I have been struggling for over two months with my router switching itself off and on numerous times during the day. I have contacted Afrihost numerous times and have followed all the steps they have told us to do. The problem still persists.
Now, they are saying it's the router that is the problem.
This is where the fun part comes in.
I was told that I have to have my current router sent to them to test. If it's the problem they will repair and send it back. This means I will be without wifi during this period. Or, I can buy a new router which will take 5 to 10 days to get delivered. Again, no wifi for this time period.

I would also like to mention that the same thing happened at the end of last year. I bought a new router from Afrihost in December only for the problem to start reoccurring less than 4 months later. How is this possible??????

So I thought I would cancel my contract with Afrihost so I can get connectivity with another service provider only to be told I would have to wait until the end of July for the cancelation to take effect.

I am beyond frustrated. I cannot believe that it is so difficult to have access to the internet.

The number of calls and emails I have sent is insane. The worst part is that I am told that my ticket was closed. Also, if I don't phone I'm every day noone from Afrihost will call me back to let me know what MetroFibres instructions are.

Please can someone help me???
Any suggestions would be welcome. I just want internet that works.
Click to expand...

Do you only connect via wifi? ... Many people are confused and refer to their internet as wifi, so can you connect via wire?
 
Dimpie (COMPUTEK) said:
Do you only connect via wifi? ... Many people are confused and refer to their internet as wifi, so can you connect via wire?
Click to expand...
This sounds so similar to the Afrihost support person that told a friend that the tower to which he's connected might be congested. When he asked how does a congested tower affect his fibre line he received a long BS explanation. When he asked for the called to be transferred to someone with a brain the call wasn't ended but was transferred to someone who sorted the issue.
 
Ernabr said:
This sounds so similar to the Afrihost support person that told a friend that the tower to which he's connected might be congested. When he asked how does a congested tower affect his fibre line he received a long BS explanation. When he asked for the called to be transferred to someone with a brain the call wasn't ended but was transferred to someone who sorted the issue.
Click to expand...

Yeah, you think it's funny but believe me, I get it a lot that people refer to their internet as wifi.

There's a BIG difference between your internet not working and the actual wifi signal from the router not working.

Was gonna ask a few extra things to check depending on your answer, but since you're clever, good luck. :confused:
@Afrigirl touch on the ONT which was one of the "WIRED" tests I was gonna recommend, so she must continue, IM DONE.
 
Dimpie (COMPUTEK) said:
Yeah, you think it's funny but believe me, I get it a lot that people refer to their internet as wifi.

There's a BIG difference between your internet not working and the actual wifi signal from the router not working.

Was gonna ask a few extra things to check depending on your answer, but since you're clever, good luck. :confused:
@Afrigirl touch on the ONT which was one of the "WIRED" tests I was gonna recommend, so she must continue, IM DONE.
Click to expand...
Nope, not funny, pathetic...

There was a guy on this forum (I actually still have contact with him) who was told by Rain that his connection issue was caused because he was too far from the tower. He asked what distance was still good.
"Oh, within 2-3km your connection will be a lot faster".
"You're talking nonsense!"
"How can you say that sir?"
"Because I'm just over 100m from the tower."
"How do you know that sir?"
"Because I measured it on Google Earth."
"Oh"
"OK, so what excuse is next?"
""Our technical team will contact you sir"
Needless to say that never happened.
 
SLB2510 said:
I have been struggling for over two months with my router switching itself off and on numerous times during the day.
Click to expand...
Can you provide screenshots of your uptime over 24 hours to support this claim? It's one thing to say it but showing, It was off at X, Y, and Z as evidenced by these screenshots I have of the uptime.
SLB2510 said:
I was told that I have to have my current router sent to them to test. If it's the problem they will repair and send it back.
Click to expand...
Yea, I'd also want to run it for sometime to witness this behaviour.
SLB2510 said:
I would also like to mention that the same thing happened at the end of last year. I bought a new router from Afrihost in December only for the problem to start reoccurring less than 4 months later. How is this possible??????
Click to expand...
Why don't you consider using your own old router? Any WAN router should be fine. Atleast for the duration of the time your router is with them.
SLB2510 said:
So I thought I would cancel my contract with Afrihost so I can get connectivity with another service provider only to be told I would have to wait until the end of July for the cancelation to take effect.
Click to expand...
Yup. Any cancellation submitted today this month will only take effect on 31 July (must serve a calendar month's notice).
SLB2510 said:
Please can someone help me???
Click to expand...
Are you Cape based by any chance?
 
So I have good news. I purchased my own router from Takealot on Wednesday and it arrived at 8am Friday morning. I am happy to report that my problem has been solved. I will be sending my existing router that I purchased from Afrihost in December last year back to them to test. It is still under warranty so either it will be repaired and returned to me or they will have to send me a new router. I will then keep this as a back up router. Wish I had known to do this aot sooner. Would have saved me alt of problems.
 
Hmm, I don't see a thanks to the guys here who tried to help. Must be there somewhere surely :unsure:
 
SLB2510 said:
So I have good news. I purchased my own router from Takealot on Wednesday and it arrived at 8am Friday morning. I am happy to report that my problem has been solved. I will be sending my existing router that I purchased from Afrihost in December last year back to them to test. It is still under warranty so either it will be repaired and returned to me or they will have to send me a new router. I will then keep this as a back up router. Wish I had known to do this aot sooner. Would have saved me alt of problems.
Click to expand...
If your fridge was turning on and off by itself all the time...would you consider anything other than the fridge being faulty?
 
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