Moving home and Afrihost

Scooby_Doo

Scooby_Doo

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Hi all,

Just want to share this situation which is exactly the situation I wanted to avoid.

I called Afrihost call center on the 15th August to find out what needs to happen from their side so I can have my service transferred over to the new property. Long story short they guy mentioned that I should wait until the 1st before I call back and make the move.

Ideally I want to inform Telkom to move the line now so that they have plenty time schedule a techy to do the transfer in October. However in order to do that my ADSL line needs to be moved back to Telkom from Afrihost. Now the issue, since I have already paid Afrihost for September and my line is now going back to Telkom, Telkom will charge me for September as well. So double payment this month.

Afrihost says there is nothing they can do, but they are "investigating" with the support staff that spoke to me on the 15th.

Lets see what happens but the score at the moment: "-1 client for Afrihost".
 
That's one of the main reasons I'm keeping my line at Telkom now.

There is not much Afrihost can do, it's mainly a restriction in how Telkom's systems work. This is the normal process:
1. You give a month's notice for Afrihost to move your line back to Telkom.
2. Once it's moved back to Telkom, you give Telkom a month's notice that you're moving.

If you want to avoid double charges, just keep the line at Afrihost until the end of your current billing period (but you still have to notify them in advance). Then just let Telkom know about your move as soon as the line is transferred back to them. You won't pay any extra, but you do risk waiting longer at your new place until the line is installed. If you're lucky, you can still get an appointment to do the installation at the new place within 1-2 weeks. In my case it took about 10 days for the initial appointment (and other 3 months to actually get ADSL, but that's another story).
 
Scooby_Doo said:
Hi all,

Just want to share this situation which is exactly the situation I wanted to avoid.

I called Afrihost call center on the 15th August to find out what needs to happen from their side so I can have my service transferred over to the new property. Long story short they guy mentioned that I should wait until the 1st before I call back and make the move.

Ideally I want to inform Telkom to move the line now so that they have plenty time schedule a techy to do the transfer in October. However in order to do that my ADSL line needs to be moved back to Telkom from Afrihost. Now the issue, since I have already paid Afrihost for September and my line is now going back to Telkom, Telkom will charge me for September as well. So double payment this month.

Afrihost says there is nothing they can do, but they are "investigating" with the support staff that spoke to me on the 15th.

Lets see what happens but the score at the moment: "-1 client for Afrihost".
Click to expand...

https://secureapp.telkom.co.za/move-line/
 
TheRidDlerX said:
+1. Ive always wanted to move my line for the discount, but after reading what happened to OP i'm reminded why i always close my eyes until the feeling goes away.
Click to expand...

+2

Been burnt a couple of times already. It's really not worth the hassle for a small saving.
 
Chevron said:
https://secureapp.telkom.co.za/move-line/
Click to expand...

Cool,

My problem was that if i call Telkom and ask to move it they will need to have my adsl line with them before they can do it? I will try this as well.

My issue is that I am following this process based off their support personnel recommendations and now I am stuck with a double bill. So if Afrihost choose to not credit me, fine I will move on to another ISP, they lose a client.
 
I can't speak for Afrihost whatsoever but line migration billing is one of those where Telkom is aware of the limitations of their billing systems and are usually very open to sorting it out. Typically a credit is passed on their side if they incorrectly bill, after having billed the ISP for the line as well. If however the ISP was not billed, then the invoiced amount should be credited from the ISP.

The complication arises in that Telkom typically operate on a post-pay basis whereas ISPs operate on an upfront payment model. If you end up in a situation where the line is post-paid and the ISP data account pre-paid then there can appear to have the affect of double-billing where in actual fact it's simply the process of moving from one post-paid system to another. Either way, you should not be billed for the same line twice whatsoever.
 
Crystal Web said:
I can't speak for Afrihost whatsoever but line migration billing is one of those where Telkom is aware of the limitations of their billing systems and are usually very open to sorting it out. Typically a credit is passed on their side if they incorrectly bill, after having billed the ISP for the line as well. If however the ISP was not billed, then the invoiced amount should be credited from the ISP.

The complication arises in that Telkom typically operate on a post-pay basis whereas ISPs operate on an upfront payment model. If you end up in a situation where the line is post-paid and the ISP data account pre-paid then there can appear to have the affect of double-billing where in actual fact it's simply the process of moving from one post-paid system to another. Either way, you should not be billed for the same line twice whatsoever.
Click to expand...

All fine, if either Telkom or Afrihost can give me a credit, happy. But don't tell me "the system says no"
 
Scooby_Doo said:
Hi all,

Just want to share this situation which is exactly the situation I wanted to avoid.

I called Afrihost call center on the 15th August to find out what needs to happen from their side so I can have my service transferred over to the new property. Long story short they guy mentioned that I should wait until the 1st before I call back and make the move.

Ideally I want to inform Telkom to move the line now so that they have plenty time schedule a techy to do the transfer in October. However in order to do that my ADSL line needs to be moved back to Telkom from Afrihost. Now the issue, since I have already paid Afrihost for September and my line is now going back to Telkom, Telkom will charge me for September as well. So double payment this month.

Afrihost says there is nothing they can do, but they are "investigating" with the support staff that spoke to me on the 15th.

Lets see what happens but the score at the moment: "-1 client for Afrihost".
Click to expand...

Hi Scooby_Doo

You can do the move over anytime, the billing will come to an end - not sure if this is what our team meant.
If you're re-locating, there's an option for this on the ClientZone which moves the line back to Telkom as they need to handle the move over - you can do this today though :)
 
AfriGuy said:
Hi Scooby_Doo

You can do the move over anytime, the billing will come to an end - not sure if this is what our team meant.
If you're re-locating, there's an option for this on the ClientZone which moves the line back to Telkom as they need to handle the move over - you can do this today though :)
Click to expand...

So as predicted, moving my line back to Telkom has resulted in Telkom also charging me for September. So I have now paid Afrihost for September and will now need to pay Telkom for September as well. So in effect a double billing.

I have asked Telkom if there is anything they can do as Afrihost did not seem to get it, nor did anyone get back to me after they would "investigate".

Waiting for a reply from Telkom... Lets see if their customer experience push is working.
 
Last edited:
I moved last year so been there

Unbundled account,requested line be moved back to telkom post-haste (1 week till we move),ordered the line to be moved on the Telkom site and installation the following tuesday. Friday they phoned asking if they can come install the line at our new place
Once that was done I added the new line service on Afrihost,called to have the uncapped number changed to new line. Rebundled
Telkom credited the difference for the week they actually had the line and the month they charged for it,which paid the phone line for a while so overall just lost the bundle discount over that week
 
Scooby_Doo said:
Its part of the process when moving home, unless i missed something?
Click to expand...

Point I was trying to make was, never ever move your line to an ISP. The R10 you save each month is not worth the crap associated with an ISP having your line.
 
Just contact accounts ( Either Telkom or Afrihost ) to credit the difference
 
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