Just a rant about Afrihost & their incompetent support

[Jeanii]

This post is just my opinion - a pointless rant. I have had positive experiences with Afrihost as well, with some representatives being friendly and helpful.

My experience with Afrihost support yesterday... An ISP that can't assist with IP configuration? I work in IT, though not a networking specialist. I don't claim to know it all, especially with regards to networking, but this? This is pathetic.

Side note, I have 2 instances where I contacted support and they just provided me to links in order to 'solve' my issues. I once complained about what seemed to be packet loss (no prior issues with the network - been using it for months at that point), and this was the actual response:

"If you are getting the correct speeds please see the options you can look to to improve your home wi-fi

https://help.afrihost.com/entry/how-to-improve-your-home-wifi"






















I may only add 10 files, but the last messages after above are as follows:

[2024/09/17, 19:01:06] Jean-Marie: Reset completed. Still the same
[2024/09/17, 19:02:23] Afrihost: The router does not seem to have a manual fibre setup , test if you can browse to see if it auto configures
[2024/09/17, 19:05:36] Jean-Marie: It does not. There is the option to set the gateway and subnet manually and DHCP setup details.
The ONT's gateway is 100.99.9.1, but the router's gateway is 192.168.2.1
[2024/09/17, 19:08:35] Afrihost: Unfortunately we do not do our device setups like that, you will need to consider getting a fibre router from us, its free with new lines, you pay R249 for delivery only

P.S. installation was a nightmare. If you don't constantly follow up regarding your fibre order, you don't receive any updates.

For example, I ordered the fibre on the 30th August. I followed up soon after. If I haven't followed up, I would've probably not been informed that Thinkspeed cannot plot our address on their system. After some back and forth, it turns out that they though our house was a business address and we had to provide our lease agreement.

The installation eventually took place on the 16th September...

I've had an issue at a previous address where I also had to constantly follow up regarding a fibre installation.

Afrihost's positives, in my opinion, are:
1. The ease of placing an order (on the mobile app),
2. Their easy-to-use and detailed client portal,
3. The network was stable at my previous address & I almost always received the correct speeds.

So yeah, I don't recommend Afrihost purely due to the poor support and lack of communication regarding orders.

 

[Afrigirl]

Morning.

We're sorry for the inconvenience caused during this period.
Our support is limited for other ISP routers, but we can try to configure them. However, we cannot guarantee they will work because they may be network-locked to the provider.
I understand that the installation took longer than expected; we apologise. Looking at the ONT gateway, the IP is not ours.
The fibre may not be activated; please share the order number so I can follow up.

 

[Zuner]

To be fair it is an unknown router, their routers are free, not free to use, but free (after 6 months iirc).
and if you choose that option they configure it for you.

I have had many lines installed through Afrihost and have had a great experience every time.

I also know that tech support can vary considerably, it's not exactly the highest tier jobs sometimes you get a passionate person and they are great, other times you get a person who thought I.T = Money so lets do that.

If i needed something i always use Mybb Afrihost staff as they are very compentent, I don't even create threads, just a PM with what i need and they sort me out.

 

[Jeanii]

To be fair it is an unknown router, their routers are free, not free to use, but free (after 6 months iirc).
and if you choose that option they configure it for you.

I have had many lines installed through Afrihost and have had a great experience every time.

I also know that tech support can vary considerably, it's not exactly the highest tier jobs sometimes you get a passionate person and they are great, other times you get a person who thought I.T = Money so lets do that.

If i needed something i always use Mybb Afrihost staff as they are very compentent, I don't even create threads, just a PM with what i need and they sort me out.

Yeah I don't usually create threads (with this being my first negative), preferring to contact Afrihost support directly. And I do understand re: the router - it was the only router we have lying around, so it was worth a shot.

I fully understand that my opinion is controversial, but I just wanted to rant.

As mentioned in the positives, I've had a great experience with the network itself.

 

[Jeanii]

Morning.

We're sorry for the inconvenience caused during this period.
Our support is limited for other ISP routers, but we can try to configure them. However, we cannot guarantee they will work because they may be network-locked to the provider.
I understand that the installation took longer than expected; we apologise. Looking at the ONT gateway, the IP is not ours.
The fibre may not be activated; please share the order number so I can follow up.

Thank you. PM sent