Please Rate Afrihost

Rate Afrihost, based on value-for-money, network quality, and general service satisfaction.

  • Excellent

    Votes: 106 35.0%

  • Good

    Votes: 83 27.4%

  • Average

    Votes: 52 17.2%

  • Poor

    Votes: 19 6.3%

  • Pathetic

    Votes: 43 14.2%
  • Total voters
    303
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I'm happy with Afrihost never noticed any shaping or throttling on downloads, but they are let down by some of their customers support agents.
 
Sundstromenator said:
Afrihost Fibre via OpenServe: 40mbps with 200Gb cap.

I love the fact that you can get support via WhatsApp. You can type your support question and go make a coffee (it can take a while sometimes) without worrying about missing their reply. It saves on a phone call and normally when (read: IF) your fibre line goes down, you still have 3G connectivity. In a year of afrihost fibre, I have had maybe 15 mins of downtime, was fixed without me having to contact support.

It would be nice to have either uncapped at nighttime (like with ADSL), or turbocharge minutes on capped fibre accounts. Or roll over my unused cap. Sucks that we get nothing for being on a capped (more expensive) account.
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Thanks so much for the compliment. I promise you it means a lot to us! You do get free time data on Capped Fibre accounts from midnight to 08:00 am.
 
Afrihost is ok. I have a priority line and do experience drastic drops in line speed at times. Customer service is fairly good....an average service provider I guess, but a lot better than Telkom's openserve customer service
 
I like Afrihost. I have been with them for a while now. Service isn’t that bad either, I'm on 10mbps uncapped fibre.
 
Munchk1n said:
My Rain connection has become slow or has been throttled, either way, my connection has become unbearably slow, just yesterday I was getting less than 1mbps for no reason, but when I contact Afrihost, they ask me to do all sorts of things, including resetting my router to Default. This does not work, I really wish Afrihost would actually contact Rain and inform them about the slow speeds in my area, instead of asking me to reset my router. I don't have an account directly with Rain so I cannot as them for support.

Also, seems that the only way I can get support is via the new whatsapp chat, logging a ticket never seems to get any attention, I've logged a few tickets before, only for it to be seen a few days later. Also the live chat never works. Normally when you need support, it's immediate support. Afrihost tech support could do with some training, because I will not reset my router to default. There is a reason the reset button can only be accesses by a safety pin/precision screwdriver.

Regarding Rain, I think Afrihost should have a closer relation to the Rain support, so they can inform Rain directly if there is a problem in my area. Then again, from my recent google searches, it seems Rain is generally a problem these days, which is probably why Afrihost made the migration process so easy.

Anyway, I'm migrating to CellC, maybe one day I'll get fibre in my area.
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Your connection does sound really bad. Normally when we come across issues like the one you have described here it is 9 times out of 10 congestion in the area. However, to make sure this will need to be tested. You can send me a PM with your email address and I will take a look at your profile and I will get somebody to call you and sort this out.

With regards to support. Live chat is being phased out for Whatsapp and this means that there aren't many agents manning Live Chat anymore. Emails can take a bit of time to be answered due to the volume of tickets that we get. Our Team is always pushing to try and get to answer everybody as fast as we can, but sometimes it does take a bit of time. Our call back feature is pretty good at the moment. You are able to log a call back through your ClientZone via the support section.

With regards to Rain support. I can assure you that we are trying our best to get closer to their support. However, being a reseller of the service makes the process a little more difficult. We are always working with them to improve support processes.

If you need help with the migration, please let me know.
 
Po3na said:
Been with Afrihost ever since Mweb started with their shaping and letters they sent. Their customer support were great, but deteriorated over the last couple of years. Really innovated, but lately nothing keeping me with them.. I'll keep on for a while. Why don't I get mails from Gian anymore???
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That is really sad to hear. What issues have you experienced that haven't been resolved? What would you like to change in order to keep you around a little longer?

I will need to ask around regarding the Gian emails to see what is happening there.
 
Takes forever to get a response from an Agent and then service is still poor. No one follows up and they still owe me money one year later for a modem returned that was defective...
 
rpm said:
We are doing a forum survey on how happy subscribers are with their ISP, and it will be great if you can rate Afrihost based on value-for-money, network quality, and general service satisfaction.

Also please tell us what Afrihost does well, and where they can improve, by positing in this thread.
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afrihost has declined their are no after hour support staff anymore , when the clientzone has been phoned , you are informed that the numbers are only during office hours. if you have a problem with connectivity how are you supposed to log a ticket if the said internet is down ?
 
Have proactive monitoring and SMS/WhatsApp customers when their F2H is down and figure it out with TT Connect, else you both look bad!
 
Dslartibarfast said:
Terrible service. Ordered fibre with them, they delivered a broken modem (which they still haven't collected), no one at the help desk knew how to set up our fibre line or modem resulting in us not having fibre for a week after the installation was done (so much for online in 15min), once the internet was working we had constant packet loss and often no internet at all with again no one at help desk to be able to assist at all. We eventually managed to cancel with them, which was another huge headache, to move to Cool Ideas which haven't ever had an issue with.

They need a serious wake up call, their service is terrible.
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Firstly, I would like to apologize it really sounds like you have had a horrible experience here. I am not sure why we haven't collected the router yet. Please send me a PM with your email address and I will get that sorted out for you.

I can totally understand where you are coming from and given the circumstances, I don't blame you for cancelling. Hopefully, we can get the router collection sorted out and if there are any outstanding issues we can get that sorted out too.
 
Andrew5000 said:
I cannot complain about the service I've had with Afrihost. I recommend them to whoever asks.

My one complaint, it that I've called the help desk late-ish at night, and there is no one available to a take the call. (For any working person, you are only going to use your fibre internet after hours.)
If they just outsourced to a 24-hour call centre for the odd hours, even if they cannot fix the problem, but can help rule out the basics, and log a "proper" ticket, that would help. I can't imagine it being too expensive to pay an outside company to offer it to you.
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You do make a good point here. Our calls do close at 17:00 however you can log a call back for a later stage and we will call you back as do have staff here all night to help our clients that need help.
 
Been with them for five years. I have carefully compared their rates with their competitors and they have always been the best over the five year period. Their helpdesk has always responded promptly and fixed the problem immediately. After hours I am often getting 12Mbps on a 10 Mbps line. It goes down during the day but enough for three Netflixers to operate in the house at the same time.
 
jaco45 said:
Really really poor customer service. They simply only care about your money! Useless.
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It is horrible to see you say this. We really do care about all of our clients. What issues have you been having as I am sure I will be able to help you sort this out.
 
You ask 3 questions and provide the option for one answer, making this a useless questionnaire. For example, i would rate the Afrihost Product range as "Excellent" i currently have 100Mbps Priority Fibre upgrading as things became available over the years, a couple of Fixed Wireless connections, and host Several Domains with them, but i rate their "Service" as in Support when things inevitably, however rarely do fail as Atrocious, Impersonal, Unfriendly, Unhelpful, Clueless on their product and trying to get rid of you instead of solving issues. Granted most users are stupid and needlessly annoyed when approaching Support, and probably the cause of their own trouble, it comes with the territory, the trick is not to try your best to treat them that way, a fact that Afrihost misses completely, and this is a deep Culture problem in Afrihost right down from top Management, i know, i've been dealing with them well over 10 years now, and ever since Gian spends more time in his Porsche that on Afrihost (don't even know if he still has any interest) this is what it is.
 
Rockingross said:
Afrihost is ok. I have a priority line and do experience drastic drops in line speed at times. Customer service is fairly good....an average service provider I guess, but a lot better than Telkom's openserve customer service
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Your connection shouldn't drop and even if it does there should be a reason for it so we can help get this sorted out. When it happens again, you can reach out by sending me a PM or you can reach out via the threads here: https://mybroadband.co.za/forum/forums/afrihost-support-forum.296/
 
data usage is good hunch they are not the service provider but mtn are. there service help line is a joke. They definitely must look at their paying system and debit orders..... the debit orders is wrong and when you pay in advance the debit order still going of then they charging you extra for "admin" costs clever way of making money with as little as possible personnel, And they never ever pay back your money even if you proof them wrong STAY AWAY they are some unemployed people seeing a gap in the market of making money the easiest way without spending anything doing that. I moved to Telkom. bit more expensive but at least no payment problems thank you Telkom
 
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