rwenzori
Honorary Master
Pretty good. No problems. Happy.
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Please Rate Afrihost
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charlbrink
Active Member
- Joined
- Jun 21, 2011
- Messages
- 68
- Reaction score
- 0
Been a happy customer for many years. Reasonable pricing and support.
You cannot sort it out. I have already gone though trying. Friendly your staff are indeed but keeping client happy is one where you constantly fail.
Brenden_E
Executive Member
Throttled to 1MB on my Fibre line - the support confirmed that 100GB was "excessive" on a 10MB line in a month and I was throttled.
Never again.
Been with Afrihost for what feels like decades. Once the 6 month jig to leave without penalty is up I am dumping them. Au revoir, it was good at one point.
Never again.
Been with Afrihost for what feels like decades. Once the 6 month jig to leave without penalty is up I am dumping them. Au revoir, it was good at one point.
My thoughts too..little/no issues, good service, good price..I’m a user of
1. ADSL (till last year, use to be from 4 locations.. last site turning off this year)
2. Fibre via MFN
3. Mobile data over LTE via MTN APN (x3 though it should be x5 but not a fan of how data allocated with no non top up roll over)
That being said knowledge of connection medium + advantages/disadvantages there of + knowing what service impact is caused by medium vs network is crucial in evaluating an ISP.
ADSL and LTE is tricky as contention varies on area, time of day and nature of majority of connections at exchange/Base Station.
In terms of LTE/Mobile data I’m wondering what changes are coming or not vs mobile operator offerings as changes are being made but have not heard anything from Afrihost.
I still am of the opinion that ‘nicer’ framework need to be developed where in data can be purchased and divided/allocated more easily is a better solution vs the current per sim way but we will see.. keep in mind that MTN has “Data Share” and with rollover coming next month, pricing and package changes.. I might move off Afrihost in favor of a large bundle(20GB) direct over MTN (rollover yay).
Personally I think they missing a trick here.. as going the direct via MTN route I’d use across 6-7 sims and would be purchasing 20-30GB. But because I have to carefully predict usage more accurately as it’s a per sim basis I only do it for 3, the other 3 are prepaid which is a pain.
Interestingly have same issues with company hence me saying it’s a product offering waiting to happen. Ie for family and/or sme.
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HibiscusTunes
Expert Member
- Joined
- May 13, 2008
- Messages
- 1,626
- Reaction score
- 228
I was under the impression it was 18 months for installation and activation, and 6 months for the router only?
Brenden_E
Executive Member
Nope - I emailed them and can leave after 6 months.
HibiscusTunes
Expert Member
- Joined
- May 13, 2008
- Messages
- 1,626
- Reaction score
- 228
Excellent, I will let my father know. Thanks!
Brenden_E
Executive Member
P.S I didn't take the wifi router - had my own. Not sure if that affects how the story works.
JerryMungo
Honorary Master
- Joined
- Jul 18, 2008
- Messages
- 37,631
- Reaction score
- 6,337
Listen to clients when they call or email to complain of an issue. I gave up, though that was about 8 years ago. It'll take a monumental effort to get me back.
It sounds like you have had a pretty disappointing experience here, we do our best to stay on the ball with these threads and will be bringing in new members soon to bolster our support available here. I will follow up with Afrinatic and make sure you get a resolution ASAP.
Ye right. Easy to copy and paste nice sounding replies and hope your recipients are fools.
So ASAP means 3 days later and i'm still waiting for a response, never mind a bloody resolution!!! ....30 days after I logged a support call that was was supposedly marked urgent by your organisation.
Afrinatic first showed himself to be a lazy arrogant rep and you have failed dismally.
Don't bother about finding a resolution. Mine doesn't lie with AH any longer.
Afrihost afrihost...... most pathetic isp ever.... the worst part is you get ignored. They have the wrost support service and they dont give a **** about their customers.
If i could destroy afrihost i would. Hate them with a passion.
Leaving them within a week and cant wait.
Gian can go jump off a bridge.
Gg
If i could destroy afrihost i would. Hate them with a passion.
Leaving them within a week and cant wait.
Gian can go jump off a bridge.
Gg
Let me guess - lots of promises of wanting help without actually helping ?
Horrible experience after horrible experience
To be fair - when it works it works (my 10mb line also syncs at 12 sometimes)
But when it goes wrong...
Last time they had people after hours though I spent 3/4 of an hour trying to convince the guy on the other side that the ADSL line is actually off (no dsl light on the router) and there's no dial tone on the line. Just wanted to get them to log a call with Telkom.
After 40 minutes when the guy was still trying to convince me that I must maybe recheck my password (after telling him that other ISP account and a different router all have the same issue) I finally lost my **** and he logged the call.
And then their service started going downhill from there.
More recently I got stuffed around with no updates, action or in fact service of any kind.
The fall from grace was fast and steady
Can't wait to be rid of them and will never return.
Yes I will jump, but I've to wait for fibre.
I made nearly same experience with afrihost, would you recommend your new ISP?
bobbenoster
Member
- Joined
- Nov 28, 2018
- Messages
- 18
- Reaction score
- 3
And this morning we've reached a new low... Opening up my browser now presents me with an Afrihost page stating I have used all the data in my package. On the first day of the month. On an uncapped package.
Well done Afrihost.
Well done Afrihost.
Just as a bit of a comparison - here's the timeline of how things happened with AH vs CI
CoolIdeas:
Thursday 21 Feb (14:00)
Send mail with query regarding the interactive map or their order page.
Friday 22 Feb
8:25 Get an answer on query and put in order
10:25 Get an e-mail with my online login details
14:15 Get an e-mail with the Vumatel order number (They say it will take 3 - 5 workdays for them to get to me)
Monday 25 Feb
10:00 Get a phonecall from Vuma confirming installation time for Wednesday
Wednesday 27 Feb
Vuma's appointment is for 13:00. They arrive at 12:55
At 14:00 they are done and I mail the setup reference to Cool Ideas
They let me know it can take up to 72 hours to initialize
Thursday 28 Feb
Get home, plug in my Mikrotic router and everything is working.
In contrast with Afrihost:
Friday 18th of Jan:
Put in order and get confirmation at 16:00.
Get told Vumatel will get to me in 3 - 5 days
About 4 days later I do get the router delivered to my home (the only thing apart from the billing department that worked)
24 Jan - ask them for a reference number for Vuma installation so I can follow up myself (e-mail)
Get a reply on 26 Jan:
'Your order is currently with the installers, as soon as the a technician is available,you will be connected to arrange time and date for the installation'
Still no Vuma reference number. From this time onwards all my communication to them was to try and get that ref number from them
31 Jan I ask again for the ref number so I can follow up myself (this was still on the initial order ticket)
4 Feb - send a new support request to support@afrihost
5 Feb
After hearing nothing on the online system I decide to mail [email protected] to try and get a response from someone who could maybe care.
That also goes into the automated call system
6 Feb I went to the call system and asked again for the ref number
Later on the 6th I go to their Facebook page and publicly ask for an update
I also sent them a PM with the reference numbers
This is a direct quote from what I got from them:
"I have also had a look at your ticket and I think I have found why you have had no response. The way that the systems are designed is that every time you send a new mail without receiving a response your ticket gets sent to the bottom of the queue; which takes the teams longer to get to it"
And also:
"Our system at social media works the same. If multiple messages are sent they keep being sent to the bottom"
The Facebook drones promise high focus on this
The 7th I ask again (I would assume that by now if things have been escalated it would take less than a day to respond)
They respond to this saying it looks like there was a duplicate order at Vuma but that it is now sorted.
Still no reference number
On the same day one of their guys (H) sent me this:
"I am tagging you under my profile now so you will only be dealing with me going forward"
This is important to note as I will reference this further down
Every time I manage to beg a response out of them I get told that a supervisor has been involved and this will be sorted.
Remember - I am still trying to only get a reference number for Vuma
9 Feb I get a message with a Vumatel reference number (again with the 3 - 7 day message)
Things at work become a bit hectic so I don't follow up (I also got a reference number so I feel slightly better about it)
The 20th of Feb (1 and a half week later) I decide to phone Vuma with the reference number.
They have the correct address, number and other details, but the order has been cancelled by Afrihost.
So off to Facebook again.
In PM I ask them about this and tell them they must cancel the order.
As so many times before I got "I was really hoping that you'd give us a chance to correct this mistake"
On the public post I comment about this and then out of the blue the same 'H' pipes up: "We will always do our best to help out" This is the guy I mentioned earlier that on the 7th made the promise that he will now personally be involved 'going forward'. The 1st I heard from him again was this comment on the 20th.
They also instructed the courier to come and pick up the router - promise to pick it up on Friday the 22nd (They eventually arrived on Tuesday the 26th) (At this point is should also be noted that I had to confirm my address 3 times. In the same private chat).
So on the 21st of Feb I got a mail from Afrihost and Vumatel congratulating me on an approved application through Afrihost.
I contact them again only to hear that I never cancelled my order.
After I quoted the previous day's conversation with them they tell me they can't cancel on my behalf.
Needless to say that would have been info I would have liked to know the previous day.
Turns out that the 'cancel' button on the pending service screen on their portal is actually offscreen.
You can see the edge of the frame around the button at the bottom of the screen.
So I do that.
That same day I get sent an invoice for R1000 for the router.
After flipping my lid they tell me it will get reversed when they get the router (and they meant to tell me)
The 27th of Feb the debit order goes off for the router (that was surprising as their debit orders usually go off either the 1st or 2nd of each month)
Contact them again and get told that they tried to reverse it but the reversal didn't work (no surprise really)
It does look like they have credited me on the money though.
So I'm not saying Cool Ideas is better than Afrihost.
I'll leave that for you to decide.
;-)
CoolIdeas:
Thursday 21 Feb (14:00)
Send mail with query regarding the interactive map or their order page.
Friday 22 Feb
8:25 Get an answer on query and put in order
10:25 Get an e-mail with my online login details
14:15 Get an e-mail with the Vumatel order number (They say it will take 3 - 5 workdays for them to get to me)
Monday 25 Feb
10:00 Get a phonecall from Vuma confirming installation time for Wednesday
Wednesday 27 Feb
Vuma's appointment is for 13:00. They arrive at 12:55
At 14:00 they are done and I mail the setup reference to Cool Ideas
They let me know it can take up to 72 hours to initialize
Thursday 28 Feb
Get home, plug in my Mikrotic router and everything is working.
In contrast with Afrihost:
Friday 18th of Jan:
Put in order and get confirmation at 16:00.
Get told Vumatel will get to me in 3 - 5 days
About 4 days later I do get the router delivered to my home (the only thing apart from the billing department that worked)
24 Jan - ask them for a reference number for Vuma installation so I can follow up myself (e-mail)
Get a reply on 26 Jan:
'Your order is currently with the installers, as soon as the a technician is available,you will be connected to arrange time and date for the installation'
Still no Vuma reference number. From this time onwards all my communication to them was to try and get that ref number from them
31 Jan I ask again for the ref number so I can follow up myself (this was still on the initial order ticket)
4 Feb - send a new support request to support@afrihost
5 Feb
After hearing nothing on the online system I decide to mail [email protected] to try and get a response from someone who could maybe care.
That also goes into the automated call system
6 Feb I went to the call system and asked again for the ref number
Later on the 6th I go to their Facebook page and publicly ask for an update
I also sent them a PM with the reference numbers
This is a direct quote from what I got from them:
"I have also had a look at your ticket and I think I have found why you have had no response. The way that the systems are designed is that every time you send a new mail without receiving a response your ticket gets sent to the bottom of the queue; which takes the teams longer to get to it"
And also:
"Our system at social media works the same. If multiple messages are sent they keep being sent to the bottom"
The Facebook drones promise high focus on this
The 7th I ask again (I would assume that by now if things have been escalated it would take less than a day to respond)
They respond to this saying it looks like there was a duplicate order at Vuma but that it is now sorted.
Still no reference number
On the same day one of their guys (H) sent me this:
"I am tagging you under my profile now so you will only be dealing with me going forward"
This is important to note as I will reference this further down
Every time I manage to beg a response out of them I get told that a supervisor has been involved and this will be sorted.
Remember - I am still trying to only get a reference number for Vuma
9 Feb I get a message with a Vumatel reference number (again with the 3 - 7 day message)
Things at work become a bit hectic so I don't follow up (I also got a reference number so I feel slightly better about it)
The 20th of Feb (1 and a half week later) I decide to phone Vuma with the reference number.
They have the correct address, number and other details, but the order has been cancelled by Afrihost.
So off to Facebook again.
In PM I ask them about this and tell them they must cancel the order.
As so many times before I got "I was really hoping that you'd give us a chance to correct this mistake"
On the public post I comment about this and then out of the blue the same 'H' pipes up: "We will always do our best to help out" This is the guy I mentioned earlier that on the 7th made the promise that he will now personally be involved 'going forward'. The 1st I heard from him again was this comment on the 20th.
They also instructed the courier to come and pick up the router - promise to pick it up on Friday the 22nd (They eventually arrived on Tuesday the 26th) (At this point is should also be noted that I had to confirm my address 3 times. In the same private chat).
So on the 21st of Feb I got a mail from Afrihost and Vumatel congratulating me on an approved application through Afrihost.
I contact them again only to hear that I never cancelled my order.
After I quoted the previous day's conversation with them they tell me they can't cancel on my behalf.
Needless to say that would have been info I would have liked to know the previous day.
Turns out that the 'cancel' button on the pending service screen on their portal is actually offscreen.
You can see the edge of the frame around the button at the bottom of the screen.
So I do that.
That same day I get sent an invoice for R1000 for the router.
After flipping my lid they tell me it will get reversed when they get the router (and they meant to tell me)
The 27th of Feb the debit order goes off for the router (that was surprising as their debit orders usually go off either the 1st or 2nd of each month)
Contact them again and get told that they tried to reverse it but the reversal didn't work (no surprise really)
It does look like they have credited me on the money though.
So I'm not saying Cool Ideas is better than Afrihost.
I'll leave that for you to decide.
;-)
I remember TelkomZA on Mybroadband helped me out when I had adsl. He upped my line speed to 10Mbps for 30minutes and told me to take the statistics down to prove to Afrihost. Unfortunately had my line managed by Afrihost. They ignored all of my emails and rejected the line upgrade request about 2 weeks later. That was it for me. Even your twitter support agreed that the line could be upgraded, but everyone doesn't seem to be in sync at Afrihost.Hey guys, thank you for the feedback, I can see a lot of you have been struggling here and this is far from what we want at all. We pride ourselves on our support and when it doesn't meet standards, it isn't great to hear. While of course we are happy to hear some of you have had a good experience, both Afrinatic and myself are here to assist and we would really love to help each of you with your issues to get them resolved. Please feel free to drop either of us a PM and we will do our best to make sure your issues are attended to as quickly as possible. We really don't ever want you to struggle.
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