Poor customer support - Afrihost

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MarthinusO

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Jul 5, 2020
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I live in cape town and have been a loyal Afrihost customer for a long time, I have ordered fiber last year. In Jan this year Afrihost sent me a message (text) asking me if i am still serious about the fiber installation. I actually laughed when i received this as it is ridiculous that they even ask me this question. Anyway i replied yes and then i didnt hear anything from them until i eventually had them give me a call back,this was in May this year. So i explained to them that i was waiting for the line to be installed since last year and to date haven't heard anything else. So to my surprise Frogfoot was given the go ahead to come and install the actual fiber line. This was completed within a week after contacting Afrihost. After waiting another week i contacted them to find out about the router etc. I was told that i have ordered two lines!!! Thus two routers have to be delivered, i insisted that is a mistake that i only require one router and one line. I was promised a follow up call and until now still waiting. So after another week i call again. This time i was told the router is out for delivery. I am still waiting for the router and feedback. Its sad because Afrihost used to be one of the best ISP's. I read similar stories by other Afrihost customers. I have been waiting for more than a year now and still i dont get any response from Afrihost. I am considering canceling my fiber order and going to another isp that actually have their stuff together.
 
MarthinusO said:
I live in cape town and have been a loyal Afrihost customer for a long time, I have ordered fiber last year. In Jan this year Afrihost sent me a message (text) asking me if i am still serious about the fiber installation. I actually laughed when i received this as it is ridiculous that they even ask me this question. Anyway i replied yes and then i didnt hear anything from them until i eventually had them give me a call back,this was in May this year. So i explained to them that i was waiting for the line to be installed since last year and to date haven't heard anything else. So to my surprise Frogfoot was given the go ahead to come and install the actual fiber line. This was completed within a week after contacting Afrihost. After waiting another week i contacted them to find out about the router etc. I was told that i have ordered two lines!!! Thus two routers have to be delivered, i insisted that is a mistake that i only require one router and one line. I was promised a follow up call and until now still waiting. So after another week i call again. This time i was told the router is out for delivery. I am still waiting for the router and feedback. Its sad because Afrihost used to be one of the best ISP's. I read similar stories by other Afrihost customers. I have been waiting for more than a year now and still i dont get any response from Afrihost. I am considering canceling my fiber order and going to another isp that actually have their stuff together.
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Hi,

When I see posts like this I panic because I know this is not the support we work hard to provide to our clients.

I want to investigate where the wheels came of and hopefully be able to put them back.

Can you send me a PM with your clientzone email so I can see what happened?
 
Correction on some details thanks to the wifey. The initial fiber order was placed in Oct 2019. So not quite a year but it does feel like that.
 
Your a legend man! Thanks so much for getting my fiber up and running, I wish i could have thought of posting here earlier. Nonetheless all is well that ends well.
 
Does Afrihost actually have a support team online on a Saturday afternoon?
 
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