Useless support from Afrihost!

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K.3.M

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I thought I was the only one with thise problem, I'm so glad to see so many others like me!

I must have sent at least 6 emails now to Afrihost support, I even sent AfriMan a private message asking for help. Firstly it seems Afrihost support don't work on weekends, so 24/7 support hey?

Then after finally getting a response yesterday, they still take hours to respond to follow up messages. Then they will suddenly stop responding. I have to send reminder emails to get answers.

Then let's talk about clientzone, wow! "Oops, an error occurred", amazing! Here's a tip, if you guys have application and telemetry logging for this maybe you could catch these exceptions and address them before a client emails you to complain! So I can't even cancel my line because it doesn't work, brilliant!

Once this crap is sorted, I will gladly be moving to a better ISP. Afrihost, you have gone down in quality. Terrible support. People like Vox and Web Africa put you to shame!
 
K.3.M said:
I thought I was the only one with thise problem, I'm so glad to see so many others like me!

I must have sent at least 6 emails now to Afrihost support, I even sent AfriMan a private message asking for help. Firstly it seems Afrihost support don't work on weekends, so 24/7 support hey?

Then after finally getting a response yesterday, they still take hours to respond to follow up messages. Then they will suddenly stop responding. I have to send reminder emails to get answers.

Then let's talk about clientzone, wow! "Oops, an error occurred", amazing! Here's a tip, if you guys have application and telemetry logging for this maybe you could catch these exceptions and address them before a client emails you to complain! So I can't even cancel my line because it doesn't work, brilliant!

Once this crap is sorted, I will gladly be moving to a better ISP. Afrihost, you have gone down in quality. Terrible support. People like Vox and Web Africa put you to shame!
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Hi K.3.M. It sounds like you've really had a poor experience. :( We're always here to help and I'm sure we can resolve your query once and for all. Unfortunately Afriman has been off sick for the last few days, which might be the cause of the delay here, but please feel free to PM me with information around your query and I'll be sure to help.
 
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Hi there AfriFella.

Thank you for responding. I am still waiting to get my 20mbps ADSL line canceled. The support person who was assisting me was GeorgeN (that's from the signature at the bottom of his email).

I also asked him why my profile says I have 559gigs total, but when I go into the ADSL account it only says there's 255gigs. The fibre account has 47.5gigs and mobile data is 1.5gigs, so where's the remaining data?

I am yet to get any help with this. Please can you tell me why the support team is so horrifically slow? I really would like to know. Are you guys understaffed? I'm really considering taking this up further as the 24/7 support promise is false advertising!
 
I've given up on Afrihost support. They have been unable to give me a proper answer on a simple query I had two weeks ago. Already cancelled my data package with them. ADSL line will be moved shortly.

Used to have a really high opinion of them before this.

Reps on this forum take equally long to respond, it's actually not worth the effort.
 
F1 Fan said:
I've given up on Afrihost support. They have been unable to give me a proper answer on a simple query I had two weeks ago. Already cancelled my data package with them. ADSL line will be moved shortly.

Used to have a really high opinion of them before this.

Reps on this forum take equally long to respond, it's actually not worth the effort.
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Hi F1 Fan, totally agree with you!

They used to be the best ISP in the game a few years back, fast support responses and they even used to call me before, now all that is gone! To get my fibre line setup with them was a headache of note! Then to get the router from them took like 3 weeks, and I had to email them 3 times to find out where the router is, which they then said there was no stock.

There are cheaper ISP packages out there, I will definite switch in the next few months.
 
F1 Fan said:
I've given up on Afrihost support. They have been unable to give me a proper answer on a simple query I had two weeks ago. Already cancelled my data package with them. ADSL line will be moved shortly.

Used to have a really high opinion of them before this.

Reps on this forum take equally long to respond, it's actually not worth the effort.
Click to expand...

I'm really sorry you feel that way. :( I have responded to your PM. Please let me know if it's still not clear enough.
 
K.3.M said:
Hi there AfriFella.

Thank you for responding. I am still waiting to get my 20mbps ADSL line canceled. The support person who was assisting me was GeorgeN (that's from the signature at the bottom of his email).

I also asked him why my profile says I have 559gigs total, but when I go into the ADSL account it only says there's 255gigs. The fibre account has 47.5gigs and mobile data is 1.5gigs, so where's the remaining data?

I am yet to get any help with this. Please can you tell me why the support team is so horrifically slow? I really would like to know. Are you guys understaffed? I'm really considering taking this up further as the 24/7 support promise is false advertising!
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Please PM me your account info and I'll help clear this up for you. :)
 
AfriFella said:
Please PM me your account info and I'll help clear this up for you. :)
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Hi AfriFella. I sent you a pm yesterday, still got no response. Seems like you are handling my query the same way the support team does, nice!

If my line is not canceled by the end of this month, I will NOT pay for next month's charges because your clientzone system does not even work for me to do it myself!

Absolute useless ISP! I will ensure all my family and friends change ISPs as well!
 
K.3.M said:
Hi AfriFella. I sent you a pm yesterday, still got no response. Seems like you are handling my query the same way the support team does, nice!

If my line is not canceled by the end of this month, I will NOT pay for next month's charges because your clientzone system does not even work for me to do it myself!

Absolute useless ISP! I will ensure all my family and friends change ISPs as well!
Click to expand...

I'm really sorry you feel that way. :( Hopefully it doesn't come to that. I've received your PM and will continue chatting you there.
 
So eventually someone from Afrihost support responds and helps me cancel my ADSL line. I have email proof saying that they would make sure it is actioned by the end of March so as not to be charged for April, but guess what folks? Yep, they charged me for April :)

The ONLY reason I have been charged for April is because the hopeless support team could not respond to me in time! They only responded IN APRIL! I have email proof of the date I asked for help as I was unable to cancel my line via clientzone, it just shows a generic error, no detail whatsoever! So this is not my problem! Fix your portal and refund me the ADSL line that I'm being incorrectly billed for!

PS: @AfriMan & @AfriFella, I already sent you both a PM regarding this yesterday. Would appreciate a response as I cannot deal with the regular support people!
 
K.3.M said:
So eventually someone from Afrihost support responds and helps me cancel my ADSL line. I have email proof saying that they would make sure it is actioned by the end of March so as not to be charged for April, but guess what folks? Yep, they charged me for April :)

The ONLY reason I have been charged for April is because the hopeless support team could not respond to me in time! They only responded IN APRIL! I have email proof of the date I asked for help as I was unable to cancel my line via clientzone, it just shows a generic error, no detail whatsoever! So this is not my problem! Fix your portal and refund me the ADSL line that I'm being incorrectly billed for!

PS: @AfriMan & @AfriFella, I already sent you both a PM regarding this yesterday. Would appreciate a response as I cannot deal with the regular support people!
Click to expand...

I got your PM, sent to both me and AfriFella. We decided to let AfriFella respond since he's been chatting to you already. He should be in touch today.
 
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