What is going on at Afrihost

[supajim]

What is happening at Afrihost?

Afrihost is managing my ADSL and DATA, I was on a 60Gb cap and saw that the 72Gb cap bundle was R398 cheaper
I requested the bundled ADSL and DATA package, Instead of this I was moved "upgraded" to 144Gb and separate ADSL line rental which is now costing me more per month. is this how they can offer good deals, by screwing their customers and hoping they dont notice. 3 support mails today not answered

 

[supajim]

I requested to be moved to the R572 bundle for which I would receive 72Gb of data and my ADSL line rental all included I see this month that I have been moved to the 144Gb adsl data package and am being charged separately for the ADSL line, This is not what I requested I would like to know why this was done and why I was not moved to the package I requested I am deeply upset about this and feel I should be refunded the R398 I have been overcharged and my account should be on the bundled package I moved to.

I quote your response
From: Nombulelo - Afrihost.com
Sent: Wed, 11 Sep 2013 at 02:44
Subject: ClientZone - Support Request : Capped ADSL
“The cost of a 4Mbps ADSL line rental is R399 pm The 72GB Capped data is R570 BUT if you Bundle your products together you will only pay a flat-rate of R572 pm.”

I am very upset with this level of service!

 

[Sinbad]

Afrihost automatically upgraded everyone's bundles this month - Kept the payment the same but gave you more data (double, I think).
So when you upgraded to the 72GB, you actually moved to the 144 package.

 

[sal12344]

I got the email that 50GB became 100 and I went into portal and changed it to 50GB. I admit its sneaky to only inform us on the last day the they not dropping price but doubling data automatically.

 

[supajim]

That is true, but I moved to a bundled package where my ADSL line and my Data was combined awith my 72Gb data for R572/month
However Afrihost decided to ignore this and moved me to a 72Gb data package and a separate ADSL rental package.
This is my problem, they advertise a package at R572 for 72Gb (or now 144Gb) and ADSL line rental and when it is time for me to pay I have to pay R969.
I mean who can we trust

 

[Sinbad]

That is true, but I moved to a bundled package where my ADSL line and my Data was combined awith my 72Gb data for R572/month
However Afrihost decided to ignore this and moved me to a 72Gb data package and a separate ADSL rental package.
This is my problem, they advertise a package at R572 for 72Gb (or now 144Gb) and ADSL line rental and when it is time for me to pay I have to pay R969.
I mean who can we trust

Go into Clientzone and bundle your line back in?

 

[Saajid]

Looks more like a technical error that they didn't take into account - bundling your line with an existing package, which then automatically got upgraded. I don't think they lied to you or are trying to cheat you.

Call them up, and explain what happened, and I'm sure they'll sort you out. Afrihost is one of the best ISPs when it comes to billing, but sometimes problems will occur, and they do put in the effort to fix them (in my experience).

 

[supajim]

Well I've sent 4 support requests, it might be a mistake but it is very frustrating.
I'm still awaiting feedback however before I can tell what the story is

 

[AfriGuy]

What is happening at Afrihost?

Afrihost is managing my ADSL and DATA, I was on a 60Gb cap and saw that the 72Gb cap bundle was R398 cheaper
I requested the bundled ADSL and DATA package, Instead of this I was moved "upgraded" to 144Gb and separate ADSL line rental which is now costing me more per month. is this how they can offer good deals, by screwing their customers and hoping they dont notice. 3 support mails today not answered

Sorry about this, the intention was never to run an upgrade without letting anyone know. We did send out mails to the clients who saw their accounts upgraded with free monthly data.

Please PM me, I'd like to take a look at why the bundling hasn't worked

 

[AfriMan]

What is happening at Afrihost?

Afrihost is managing my ADSL and DATA, I was on a 60Gb cap and saw that the 72Gb cap bundle was R398 cheaper
I requested the bundled ADSL and DATA package, Instead of this I was moved "upgraded" to 144Gb and separate ADSL line rental which is now costing me more per month. is this how they can offer good deals, by screwing their customers and hoping they dont notice. 3 support mails today not answered

I'm not sure how this went south, but really sorry to read about this. We only offer a 75GB Capped Bundle - I'm assuming you mean this. If you were in a capped bundle, you would not have received the new capped account with extra data for the same rate as you were previously paying. Capped Bundles are already at a highly discounted rate, so pricing was not affected by the changes.

Did you create a bundle in ClientZone, or did you speak or email a consultant about this? Can you PM with the relevant details and specifically ticket references where this was requested.

 

[AfriMan]

That is true, but I moved to a bundled package where my ADSL line and my Data was combined awith my 72Gb data for R572/month
However Afrihost decided to ignore this and moved me to a 72Gb data package and a separate ADSL rental package.
This is my problem, they advertise a package at R572 for 72Gb (or now 144Gb) and ADSL line rental and when it is time for me to pay I have to pay R969.
I mean who can we trust

Not sure if you're meaning 75GB. We did previously have a 72GB product which was not eligible for a bundle, so this could be the issue here - but I'll need more info to investigate (and rectify) the issue

 

[supajim]

Hi

I applied for a 75Gb bundled account through the ClientZone, I PM'ed you yesterday, All the correspondence since then mentioned a 72Gb bundle and this is why I assumed I had made a mistake, I will re-PM you the support queries.
Looking forward to getting this resolved

 

[AfriMan]

Hi

I applied for a 75Gb bundled account through the ClientZone, I PM'ed you yesterday, All the correspondence since then mentioned a 72Gb bundle and this is why I assumed I had made a mistake, I will re-PM you the support queries.
Looking forward to getting this resolved

I replied to your PM, still seems a little confusing cos I can't see where you requested the bundle to be created. Please reply as soon as you can so we can get this fixed

 

[supajim]

OK, well I have been moved to the Bundled account and am told I will get a credit for the difference
Thanks for the Assistance
All done

 

[AfriGuy]

OK, well I have been moved to the Bundled account and am told I will get a credit for the difference
Thanks for the Assistance
All done

Thanks for keeping us posted, glad we've managed to have things sorted out here.