Shocking Service-Customer support without a cooking clue

[lee.isaacson]

Hi Afriman / Gian,

This is the first time that I am posting on here. I have had Afrihost ADSL products and all was good. So I decided to use Afrihost for Fiber, all was good till I decided that I would like to upgrade my fiber line. I placed the upgrade for my fiber line towards the end of March about 25 March just before Vumatel made the announcement with their free upgrades. I chatted via Whatsapp to a support agent who told me that my fiber line would be upgraded on 1 April. Earlier this week my line still was not upgraded and was told that my line would be upgraded today. I am paying for a 100 MB line but getting speeds of a 50 MB which is really not cool and not on. I then chatted to a support technician this morning by the name of Nkululeko who told me that the line would be upgraded today and she would send me a message when to reboot my equipment and this never happened. The support technician logged a ticket with Vumatel ISP-156949
I also sent a ticket via the Afrihost app on my phone [#IVE-445-40460] which was never answered.

I also work in the IT industry and in a customer focused role and if I had to give service like the above my head would be on the chopping block. I understand that we are under lock down but service like the above is inexcusable.

Afriman / Gian, kindly sort out the above and ensure that I am only billed pro rata from when the service was actually activated as I find it unfair that you bill me for the service that I am not receiving. Kindly get my line upgraded so that I can work from home as soon as possible.

From the above details I am sure you can get my details and look forward to hearing from you shortly so we can put this thread to bed.

 

[Zurg]

First off measurement of speed for internet connections is in bits ie: You have a 100 Megabits per second but your only getting 50 Megabits per second.
(Megabits = Mbps not MB).

When you say you're only getting half of your speed is that via WiFi? or a physical cable?

You work in the IT industry but don't know basic network speed terminology?

But that's besides the point, answer the above question so we can determine where the problem lies.

 

[Nicholas Lisse]

New account, just to bitch about slow speeds?

You are aware that there is a cable break that basically cut everyone else's speed in half too?

 

[Zurg]

New account, just to bitch about slow speeds?

You are aware that there is a cable break that basically cut everyone else's speed in half too?

Bro don't argue with him, he works in the IT industry.

 

[cpu.]

I see the less-than-welcome welcoming commitee is out. Please ignore them, Lee.

Hope you come right.

 

[RedViking]

Technicalities aside, yes, Afrihost customer service is horrific or their ability to answer a question.

I just got charged for a product I cancelled last month after another useless support sessions.

Now I have to contact them again for a refund. Ag flip, was not looking forward to this.

 

[lee.isaacson]

This has all been sorted, was online with a agent this morning and switched off my devices for 10 minutes switched them back on again and Voila my upgrade was completed. So Happy for now. I hardly log support tickets unless there is a real issue.

 

[cavedog]

This has all been sorted, was online with a agent this morning and switched off my devices for 10 minutes switched them back on again and Voila my upgrade was completed. So Happy for now. I hardly log support tickets unless there is a real issue.

Glad you got sorted!

 

[Antono]

New account, just to bitch about slow speeds?

You are aware that there is a cable break that basically cut everyone else's speed in half too?

As a paying customer it is everybody's right to complain. It is also your right to not read and/or ignore posts you do not agree with. But you just have to make a point, not sure what it.