Shocking experience moving to Afrihost Voice.

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paulhoughton

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So this is how it goes.
First I went through the entire process as explained in the Afrihost welcome pack to request the porting of my existing number from Cell C to Afrihost (MTN). This was 3 weeks ago, on the Friday 22nd Jan. I followed all the instructions and when prompted via MTN SMS to enter my new sim card, that is when it all went wrong.
For a week (Friday to Friday) I had no service, couldnt make or receive calls. I eventually did a SIM swop at MTN store and finally got it working, without the help of Afrihost / MTN. I had to eventually use my own initiative because of the terrible service from both sides. I wont go into all the detail.
Then, for the last 2 weeks I have been unable to use my Afrihost Data. I've been back and forth countless times and it is still not working. The APN I am using is 'afrihost'. When I use the 'mymtn' APN, it works fine, but then i get billed 'out of bundle' data from my voice airtime.
I have to follow up with Afrihost everyday, no-one is taking the time to work this issue through to completion.
Even the 'Critical Care' team are useless.
I wish I could just move back to Cell C, but I hear you can only move from one provider to another every 2 months, so I'm stuck with this crap.
Frustrated is an understatement. I have been incredibly patient but this is now just ridiculous. When did Afrihost get so big that they don't give a toss anymore??
:mad::mad::mad::mad:
 
Doesn't sound like AH mobile has been activated on your mtn sim.
Your best bet is to contact one of the AH reps on here. Afriman, Afriguy etc.
 
After the first week of downtime, and the sim swop, I was eventually able to opt in and use the AH Voice system - And can manage it via the Client-zone. It's only the 'data' element not working. Although I have plenty of Data available, there hasn't been one active session in my client-zone yet. If I change the APN to mymtn, then I can access data, but it uses my available airtime instead of Afrihosts data.
 
paulhoughton said:
After the first week of downtime, and the sim swop, I was eventually able to opt in and use the AH Voice system - And can manage it via the Client-zone. It's only the 'data' element not working. Although I have plenty of Data available, there hasn't been one active session in my client-zone yet. If I change the APN to mymtn, then I can access data, but it uses my available airtime instead of Afrihosts data.
Click to expand...

Very sorry about the poor experience here :(
I'd really like to look at where we could have done better on this one, and sort out the data issue for you. Please shoot me a PM with your details and I'll get the ball rolling!
 
Well its another day gone, no one gets back to me. Last contact was lunchtime on Friday, so 24 hours later still not resolved. I wish someone with a clue would look into the issue. This is not rocket science. Do I need to do another SIM swop or what?
 
paulhoughton said:
Well its another day gone, no one gets back to me. Last contact was lunchtime on Friday, so 24 hours later still not resolved. I wish someone with a clue would look into the issue. This is not rocket science. Do I need to do another SIM swop or what?
Click to expand...

I see our Twitter team have replied to you, I'm sure we'll have this fixed up this week.
 
paulhoughton said:
Another day...another disappointment! Lack of prioritization for this incident.
Click to expand...
:(
Very rare that the reps don't have it sorted asap or at least communicate progress.
Busy day at the AH office.
 
paulhoughton said:
Another day...another disappointment! Lack of prioritization for this incident.
Click to expand...

I see our team reached out to you yesterday, looks like things are resolved.
We SMS'ed you contact information if you're still having issues.
 
NO, it is not fixed - 2.5 weeks now. Seems the relaxed culture at AH mist be taking its toll. If my boss saw a ticket in my support queue for this length of time someone senior would have stepped in. Clearly this isn't the case and clearly my cell phone is not a critical service!
 
paulhoughton said:
NO, it is not fixed - 2.5 weeks now. Seems the relaxed culture at AH mist be taking its toll. If my boss saw a ticket in my support queue for this length of time someone senior would have stepped in. Clearly this isn't the case and clearly my cell phone is not a critical service!
Click to expand...

I see our Twitter team is discussing this with you too.
I really do feel like our team have done their absolute best under the circumstances. Unfortunately there was a RICA issue which needed to be solved, and took longer than any of us would have liked.

The person you've been dealing with has SMS'ed you his contact information - it's best to follow up with him directly to have this resolved.
 
Why is the rest working? Phone and SMS are ok. Data is not working. I provided all RICA docs to delivery man when the SIM card was delivered, almost a month ago.
 
paulhoughton said:
3 weeks today of no data - 4 weeks of interrupted service. Seriously WTF
Click to expand...

Not sure if you saw my last post? We've urged you contact our team, who have an open communication channel with you, both here and on Twitter.

EDIT: You've confirmed on Twitter that the APN issue is now resolved. Please do keep our Critical Care updated on this too, as they've been solely dealing with the query. https://twitter.com/houghton_paul/status/700630330152124417
 
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