Terrible customer support

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fvckraru

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Fiber installation was done on the 7th of May 2024
Date of writing this: 28 May 2024

Let me clarify that i do understand a key part of the activation is related to the FNO (Vumatel) , I am not just here to complain about the delay in activation of the service. Worse than the delay is the arrogance and constant conflicting feedback from Afrihost support teams

Every day for 3 weeks I get the same response: "we have logged a ticket" / "we will get back to you"
- One support team says my area is not live - I've shown them this is not the case as per every fiber coverage tool, they do not acknowledge this
- Another support team says they are busy with the activation.
- I also get emails and smses saying the line is active, then it isn't, even after spending hours with support trying to configure everything

Which one is it? Is it active? Pending? Area is not live? I seem to have Schrodingers fiber, neither active nor inactive.

After 3 weeks, there is no consistent feedback nor any solutions and they place all responsibility on the customer. They constantly ask me to do tests, to send pictures of the device etc. But then you also say the area has no fiber so why are we doing all this? Which one is it?

Eventually I've had Vuma technicians come out to my premises again and confirm that everything is in order, it just needs activation (Vuma responsibility, i understand), but my issue is not ONLY that there is a delay. Its that Afrihost are not addressing the facts of the matter with Vuma. Afrihost are meant to be the bridge between myself and Vuma, but as mentioned, they place all responsibility on the customer and ignore the feedback I give to them. They act more as body guards to Vuma rather than pressuring Vuma to address the matter so that both parties keep a customer.

I have also been billed for this "service" despite not a single KB of data actually being used (because i can't)

00079579 is the internal ticket reference/ DVY-910-55038 is the escalation ticket

@Afrigirl @AfriGuy @AfriNatic - I hope you guys can offer some solution, or at the very least someone needs to jack up the support teams. Other ISPs have cheaper packages, but i always favoured Afrihost because it was worth paying extra for the customer support, but this seems to have changed for the worse.

Makes me wonder, should i not just pay less elsewhere now?
 
fvckraru said:
Fiber installation was done on the 7th of May 2024
Date of writing this: 28 May 2024

Let me clarify that i do understand a key part of the activation is related to the FNO (Vumatel) , I am not just here to complain about the delay in activation of the service. Worse than the delay is the arrogance and constant conflicting feedback from Afrihost support teams

Every day for 3 weeks I get the same response: "we have logged a ticket" / "we will get back to you"
- One support team says my area is not live - I've shown them this is not the case as per every fiber coverage tool, they do not acknowledge this
- Another support team says they are busy with the activation.
- I also get emails and smses saying the line is active, then it isn't, even after spending hours with support trying to configure everything

Which one is it? Is it active? Pending? Area is not live? I seem to have Schrodingers fiber, neither active nor inactive.

After 3 weeks, there is no consistent feedback nor any solutions and they place all responsibility on the customer. They constantly ask me to do tests, to send pictures of the device etc. But then you also say the area has no fiber so why are we doing all this? Which one is it?

Eventually I've had Vuma technicians come out to my premises again and confirm that everything is in order, it just needs activation (Vuma responsibility, i understand), but my issue is not ONLY that there is a delay. Its that Afrihost are not addressing the facts of the matter with Vuma. Afrihost are meant to be the bridge between myself and Vuma, but as mentioned, they place all responsibility on the customer and ignore the feedback I give to them. They act more as body guards to Vuma rather than pressuring Vuma to address the matter so that both parties keep a customer.

I have also been billed for this "service" despite not a single KB of data actually being used (because i can't)

00079579 is the internal ticket reference/ DVY-910-55038 is the escalation ticket

@Afrigirl @AfriGuy @AfriNatic - I hope you guys can offer some solution, or at the very least someone needs to jack up the support teams. Other ISPs have cheaper packages, but i always favoured Afrihost because it was worth paying extra for the customer support, but this seems to have changed for the worse.

Makes me wonder, should i not just pay less elsewhere now?
Click to expand...
Hi.

My apologies for the delay in the services; we dropped the ball here.
We should have used the new Vuma Portal when placing the order for you. The fact that the order went through and you were installed means the area is live; it's just that the systems have not been updated.

Last update on the escalation:
The dev (Vuma) team will assist ASAP; the case is still open with them to activate the below order.
VC-111023-927377
FSAN: 485754431CE5ABAC
 
Just an update on this matter

Afrihost have now removed the product from my product list on the clientzone portal

@Afrigirl
Afrigirl said:
Hi.

My apologies for the delay in the services; we dropped the ball here.
We should have used the new Vuma Portal when placing the order for you. The fact that the order went through and you were installed means the area is live; it's just that the systems have not been updated.

Last update on the escalation:
The dev (Vuma) team will assist ASAP; the case is still open with them to activate the below order.
VC-111023-927377
FSAN: 485754431CE5ABAC
Click to expand...
 
The X (Twitter) team replied to say the order as the area is not live. For 3 weeks, I've gone back and forth with Afrihost on this. The area is very much live. They've ignored this and chosen to cancel my order

So the line installation was done for absolutely no reason?

I've shown them screenshots
I've advised them of Vuma technicians who have visited the premises and confirmed the area and complex is live and should just be activated

The support teams just copy and paste the same replies without actually looking at the information I provide to them. Not once have they stopped to consider why an order went through to begin with

This is the most disrespectful service I have ever experienced. I can only imagine how many other customers they have deterred with the terrible service on whatsapp, X and the clientzone/ email system

Incredibly disappointing that Afrihost has fallen this far.
 
fvckraru said:
The X (Twitter) team replied to say the order as the area is not live. For 3 weeks, I've gone back and forth with Afrihost on this. The area is very much live. They've ignored this and chosen to cancel my order

So the line installation was done for absolutely no reason?

I've shown them screenshots
I've advised them of Vuma technicians who have visited the premises and confirmed the area and complex is live and should just be activated

The support teams just copy and paste the same replies without actually looking at the information I provide to them. Not once have they stopped to consider why an order went through to begin with

This is the most disrespectful service I have ever experienced. I can only imagine how many other customers they have deterred with the terrible service on whatsapp, X and the clientzone/ email system

Incredibly disappointing that Afrihost has fallen this far.
Click to expand...
Well the line installation wasn't done for nothing, you wanted fibre didn't you? You have the fibre now installed.
They can install inside your house, doesn't mean it is live yet, my MFN line was setup inside my house, but didn't go live until 2 months later.
Afrihost sends a request to take over the line when a order gets submitted via Vuma's API (I presume they have a API), they get a response back from the FNO automatically, so I think this could be a Vuma issue tbh
Hopefully @Afrigirl can assist and see what the issue is, the support on here is also much better than on Whatsapp and X
 
I didn't want a fiber line just for the fun of it. I wanted to actually use the internet service (which I have now been charged for)

Its not even about the activation of the service at this point. It's about the attitude from Afrihost. They refuse to acknowledge any information I share with them. Instead of them reaching out to the vuma technicians who visited my premises and confirmed the line needs to be activated, they've taken what someone else at Vuma said about the area not being live and then cancelled the order

At this point I can't really be bothered. It's 3 weeks of sharing the same information with Afrihost and Vuma, following up etc. I have internet that works just fine. So Afrihost and Vuma have essentially just wasted their own time and resources by coming to install the line and routers but not activating the service

Prior to this I was actually an Afrihost customer since the days of adsl. Always had faith in them

@Afrigirl - Afrihost have been a real disappointment on this one.
 
I am with Telkom. Never had one issue. And yet people vote Afrihost the best. Maybe thats what good service gets you. Issues.
 
Corelli said:
I am with Telkom. Never had one issue. And yet people vote Afrihost the best. Maybe thats what good service gets you. Issues.
Click to expand...

Just wait until you cancel. Notified them of my intention to cancel 2 months before I emigrated. Received confirmation in writing. No outstanding fees.

Was still getting demand letters sent to my old address a YEAR after I left the country because they’d continued charging me, and disconnected my line (which they had already done when I left).
 
Happy with Cool Ideas. They delivered everything asked and on time
 
fvckraru said:
I didn't want a fiber line just for the fun of it. I wanted to actually use the internet service (which I have now been charged for)

Its not even about the activation of the service at this point. It's about the attitude from Afrihost. They refuse to acknowledge any information I share with them. Instead of them reaching out to the vuma technicians who visited my premises and confirmed the line needs to be activated, they've taken what someone else at Vuma said about the area not being live and then cancelled the order

At this point I can't really be bothered. It's 3 weeks of sharing the same information with Afrihost and Vuma, following up etc. I have internet that works just fine. So Afrihost and Vuma have essentially just wasted their own time and resources by coming to install the line and routers but not activating the service

Prior to this I was actually an Afrihost customer since the days of adsl. Always had faith in them

@Afrigirl - Afrihost have been a real disappointment on this one.
Click to expand...
Hi.

I sent you a PM yesterday requesting the ONT's Serial number and picture.
 
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