The below is based on a recent package upgrade i have been attempting to get done
On 03/10/2020 i did an upgrade via the client zone from the 20mb to the 40mb package. For some unknown reason the upgrade did not take place. I initiated contact with afrihost support via whatsapp (complete chat logs attached) they advised there was a delay with the order and should pull through within 24 hours. 24 hours later there was still no change so I initiated contact again. they advised that a request would be sent to the fibre provisioning team to complete the upgrade request and to allow 2 hours for it to pull through, this was on the morning of 05/03/2020.
2 hours passed and there was still no change. I initiated contact once again with afrihost via whatsapp. and after some discussion regarding the promotion of double your data, a call back was logged. I received a call from one of your support agents at 19:00. The discussion with this agent was regarding the promotion and also the upgrade which had still not pulled through as yet. The consultant advised that he would manually put the order through again to have the upgrade provisioned and was going to transfer my call to a supervisor to discuss the promotion, but the call dropped and no call back was received.
On 06/10/2020 i received an email from afrihost confirming the package change request., the client zone also updated to show that i was active on 40mb. After doing a speed test and seeing the result I accessed the prepaid site for vuma reach clients and saw that there was a cancellation pending for my vuma reach 20-10 line and a new installation for a {Base-FTTH-50-5} package.
On the morning of 07/10/2020, i called into the afrihost support centre and spoke to a consultant by the name of Philani. he advised that he would have to log a request to the fibre team to have the order corrected and provided the reference of CYE-470-49438, i requested to speak to his manager and this consultant advised that would not be possible. he stated that he was working from home but would log a call back request with his team leader, Kwanda.M to contact me back by 10:00. A13:24 I followed up with the whatsapp support team who advised that the matter was escalated to the fibre support team and that I needed to be patient for some feedback.
I followed up again on the morning of 08/10/2020 by initiating contact via whatsapp. the consultant I spoke to logged a call back for a supervisor. I finally managed to speak to a supervisor after days of trying and spoke to Vinay. He had his consultant log a request to vuma reach to which i received the following reference number ISP-223202 at 10:00am.
By 12/10/2020 i had not received any feedback whatsoever so an email was sent to the team leader, Vinay (email attached) at 09:45AM. After receiving no response, I called and spoke to another team leader, he advised that he would get Vinay to call me back as he was in a meeting. By 14:30 I had still not received a call from anybody so a second email was sent to Vinay requesting an update. I then received a call from Excellent, who advised that Vinay asked him to contact me. When I requested to speak to Vinay he advised he was not available, This consultant explained that a request was sent to Vuma Reach to have the new installation stopped and the cancellation request for my line removed as well. Excellent further replied with an email at 16:57 on the same day advising that he had no tangible feedback as yet but would provide a further update the next day.
No email or contact received from Afrihost on 13/10/2020 but after checking their prepaid portal, I noticed that the cancellation was successfully removed as well as the new installation. I sent an email at 16:49 advising of this and querying what was the next step for the upgrade as well as the billing.
A second email was sent at 08:44 requesting a response as no response was received. I received an email at 10:41 from Excellent requesting a time to contact me back regarding my query to which I replied at 11:00m that I was available at any time as I was waiting for the feedback. I requested a callback at 11:L19 via the whatsapp portal which I received and spoke to Nkululeko. I advised him of the issue and requested to speak to Vinays Manager as todate i had not received a single response to the emails sent to him nor the call back from him. After waiting on hold for +- 35 minutes he advised me he was transferring my call to Mark, after which the call subsequently dropped. I logged a second call back via the whatsapp portal at 12:04. I received a call back from Amu and after advising him of what had transpired and explaining how frustrated i was, I requested to speak to a manager. Excellent took over the call again from this point. as you can imagine i am beyond frustrated at this point and requested to speak to a Vinays manager. excellent advised this was not possible, i then requested to speak to Vinay, again he mentioned this was not possible as he was on a call. I advised that I would wait on the phone until he was done to speak to a manager to which his response was that I could not do that and that he would drop the call as he had other calls that needed to be taken. As you can imagine this did not go over well with me and I admit, I let my frustration get the better of me but at this point can you blame me.
Excellent then stated that he never contacted me back as I had not responded to his email this morning to which I replied that a response was sent at 11:00AM which he denied, I then sent proof to him of the email I sent at 11:00am. He further claimed that an email was sent yesterday which I did not receive, when I asked him to forward me the email he advised he could not do so as it was from the ticketing system but he could copy and paste the text and send it from his personal email. Excellent then further stated that because of some issue on their API that my package was set to end at the end of October and then a new order would be placed for me to go to the 40mb package. When I queried the billing he advised that there would be no billing for the 40mb service even though afrihosts service shows me active on 40mb since 06/10/2020.
Once again I requested to speak to a manager and he advised that this would not be possible. He advised that he can log a call back for his manager to call me to which I responded that to date I have not received a call nor response from his manager so this was unacceptable. after some more back and forth i told him to just log the call back request even though i knew non would be forth coming.
If the calls can be pulled and listened to you will hear that the consultants attitude and manner on the call is pathetic and so is the fact that every single time I was the one that needed to initiate contact to find out what was happening after numerous promises of being kept informed. it is utterly pathetic for a manager to simply ignore emails addressed to him for a matter that was escalated to him after numerous days and not have the decency to contact the client to provide feedback or even apologise.
This level of service is totally unacceptable and I am pretty sure that I will be getting in touch at the end of the month when I am billed incorrectly.
On 03/10/2020 i did an upgrade via the client zone from the 20mb to the 40mb package. For some unknown reason the upgrade did not take place. I initiated contact with afrihost support via whatsapp (complete chat logs attached) they advised there was a delay with the order and should pull through within 24 hours. 24 hours later there was still no change so I initiated contact again. they advised that a request would be sent to the fibre provisioning team to complete the upgrade request and to allow 2 hours for it to pull through, this was on the morning of 05/03/2020.
2 hours passed and there was still no change. I initiated contact once again with afrihost via whatsapp. and after some discussion regarding the promotion of double your data, a call back was logged. I received a call from one of your support agents at 19:00. The discussion with this agent was regarding the promotion and also the upgrade which had still not pulled through as yet. The consultant advised that he would manually put the order through again to have the upgrade provisioned and was going to transfer my call to a supervisor to discuss the promotion, but the call dropped and no call back was received.
On 06/10/2020 i received an email from afrihost confirming the package change request., the client zone also updated to show that i was active on 40mb. After doing a speed test and seeing the result I accessed the prepaid site for vuma reach clients and saw that there was a cancellation pending for my vuma reach 20-10 line and a new installation for a {Base-FTTH-50-5} package.
On the morning of 07/10/2020, i called into the afrihost support centre and spoke to a consultant by the name of Philani. he advised that he would have to log a request to the fibre team to have the order corrected and provided the reference of CYE-470-49438, i requested to speak to his manager and this consultant advised that would not be possible. he stated that he was working from home but would log a call back request with his team leader, Kwanda.M to contact me back by 10:00. A13:24 I followed up with the whatsapp support team who advised that the matter was escalated to the fibre support team and that I needed to be patient for some feedback.
I followed up again on the morning of 08/10/2020 by initiating contact via whatsapp. the consultant I spoke to logged a call back for a supervisor. I finally managed to speak to a supervisor after days of trying and spoke to Vinay. He had his consultant log a request to vuma reach to which i received the following reference number ISP-223202 at 10:00am.
By 12/10/2020 i had not received any feedback whatsoever so an email was sent to the team leader, Vinay (email attached) at 09:45AM. After receiving no response, I called and spoke to another team leader, he advised that he would get Vinay to call me back as he was in a meeting. By 14:30 I had still not received a call from anybody so a second email was sent to Vinay requesting an update. I then received a call from Excellent, who advised that Vinay asked him to contact me. When I requested to speak to Vinay he advised he was not available, This consultant explained that a request was sent to Vuma Reach to have the new installation stopped and the cancellation request for my line removed as well. Excellent further replied with an email at 16:57 on the same day advising that he had no tangible feedback as yet but would provide a further update the next day.
No email or contact received from Afrihost on 13/10/2020 but after checking their prepaid portal, I noticed that the cancellation was successfully removed as well as the new installation. I sent an email at 16:49 advising of this and querying what was the next step for the upgrade as well as the billing.
A second email was sent at 08:44 requesting a response as no response was received. I received an email at 10:41 from Excellent requesting a time to contact me back regarding my query to which I replied at 11:00m that I was available at any time as I was waiting for the feedback. I requested a callback at 11:L19 via the whatsapp portal which I received and spoke to Nkululeko. I advised him of the issue and requested to speak to Vinays Manager as todate i had not received a single response to the emails sent to him nor the call back from him. After waiting on hold for +- 35 minutes he advised me he was transferring my call to Mark, after which the call subsequently dropped. I logged a second call back via the whatsapp portal at 12:04. I received a call back from Amu and after advising him of what had transpired and explaining how frustrated i was, I requested to speak to a manager. Excellent took over the call again from this point. as you can imagine i am beyond frustrated at this point and requested to speak to a Vinays manager. excellent advised this was not possible, i then requested to speak to Vinay, again he mentioned this was not possible as he was on a call. I advised that I would wait on the phone until he was done to speak to a manager to which his response was that I could not do that and that he would drop the call as he had other calls that needed to be taken. As you can imagine this did not go over well with me and I admit, I let my frustration get the better of me but at this point can you blame me.
Excellent then stated that he never contacted me back as I had not responded to his email this morning to which I replied that a response was sent at 11:00AM which he denied, I then sent proof to him of the email I sent at 11:00am. He further claimed that an email was sent yesterday which I did not receive, when I asked him to forward me the email he advised he could not do so as it was from the ticketing system but he could copy and paste the text and send it from his personal email. Excellent then further stated that because of some issue on their API that my package was set to end at the end of October and then a new order would be placed for me to go to the 40mb package. When I queried the billing he advised that there would be no billing for the 40mb service even though afrihosts service shows me active on 40mb since 06/10/2020.
Once again I requested to speak to a manager and he advised that this would not be possible. He advised that he can log a call back for his manager to call me to which I responded that to date I have not received a call nor response from his manager so this was unacceptable. after some more back and forth i told him to just log the call back request even though i knew non would be forth coming.
If the calls can be pulled and listened to you will hear that the consultants attitude and manner on the call is pathetic and so is the fact that every single time I was the one that needed to initiate contact to find out what was happening after numerous promises of being kept informed. it is utterly pathetic for a manager to simply ignore emails addressed to him for a matter that was escalated to him after numerous days and not have the decency to contact the client to provide feedback or even apologise.
This level of service is totally unacceptable and I am pretty sure that I will be getting in touch at the end of the month when I am billed incorrectly.
