Sure...start by fixing your support.
Fully appreciate that "work from home" has resulted in an influx of support calls, but surely Afrihost should have seen this coming and planned accordingly?
The usual apologies unfortunately doesn't cut it anymore - I am charged the full amount every month, and therefore I expect the level of service that you advertise on your website. Long waiting times to speak to someone, non-responsive Whatsapp messages, Livechat that is always offline, is no way any form of "service". If I am mistaken then you are welcome to explain this and correct my understanding.
As I mentioned to one of your agents a few months back, if an Afrihost employee has to phone their bank or cellular provider and wait 45 minutes to speak to someone, they would not be very impressed. So likewise our experience with Afrihost.
To be fair, I don't expect the connectivity to be restored within seconds / minutes of there being an issue. Its only reasonable that there will be a process of troubleshooting and then resolving the fault, which mostly boils down to resetting the line. My real issue is that it takes forever to register the fault with Afrihost - the only option that works is to phone in, for which the waiting time is unacceptable. As per my earlier post, your agent suggested the option to log faults via Whatsapp or the website instead of waiting to speak to someone - which I did - only get the call back at 9pm that evening to find out what the problem is. So imagine if I didn't wait on the line for 45 minutes: I would have been without connectivity for the entire day, and only at 9pm someone called to firstly find out what the issue is, and would then try to resolve the issue - mind boggling in my humble opinion.
My goodwill towards Afrihost is decreasing after punting yourselves as a credible service provider for many years. So there's two of options:
- Sort out your support as "work from home" is going to be around for a while: it literally takes longer to get through to speak to someone than it is to actually resolve the fault, which in most cases simply requires the line to be reset which take a matter of minutes; OR
- I jump ship to another provider, in which case the choice is to move immediately (and pay the penalty which is becoming increasingly irrelevant) or wait until the initial six month period expires in September.
The ball is in Afrihost's court as to which option plays out, and I'm really hoping that its the first option as I do like the Afrihost brand and have used many of your services over a number of years.
As a suggestion, is it not possible to have the option to reset the line via the Client Zone, which seems to be all that Support does anyway? Users can then reset the lines themselves, which understandably may not be as simple given the multiple fibre provides, but the "DIY option" will reduce the pressure on your Support lines.
I did receive assistance via Whatsapp after 4pm and line was reset, so I'm monitoring the connectivity.
As expected, I received the call back just before 9pm yesterday to find out what the issue was. I explained what transpired during the day, including the Whatsapp assistance, and was requested to go to
https://login.afrihost.com/activate.php to refresh my IP address which should improve the speeds.
.