Afrihost
Reviews and Complaints

As someone who values both service quality and reliability, my experience with Afrihost has been a mixed bag. While the ease of upgrading and downgrading packages online is convenient, the actual service and support have left much to be desired. The promised speeds were not delivered, with connections slower than expected. Attempts to resolve issues were met with delays and unfulfilled promises. The lack of effective support, slow response times, and billing discrepancies have been major pain points. While there are glimpses of effort from the team, the overall experience falls short of expectations. Afrihost has potential, but improvements are needed to truly provide the level of service customers deserve.

DO NOT CHOSE THEM AS YOUR SERVICE PROVIDER! It will be a constant headache trying to deal with them. They increase costs without notifying their clients (pretty sure this is not legal but will do my research regarding).

When you try to speak to someone about it they claim to have emailed information about the increase and yet there is no email on our side and they cannot provide proof of it from theirs.

Their customer service is disgusting. Each operator gives you different answers. You cannot get anywhere with them. We are closing our account and moving to a provider that actually communicates with their clients, especially about increases.

Worst ISP EVER! Always shifts blame onto Octotel but Octotel came out, tested the line, and provided Afrihost and me with photographic evidence that the Octotel line is solid and that the fault is with Afrihost but still Afrihost blames Octotel. It has been proven that the router is fine, the line is fine but that Afrihost is throttling the line on an uncapped, unshaped line. I have sent thousands of tickets and hundreds of calls to Afrihost who refuses to assist. Asking to speak to Gian Visser or another director is fruitless. They just ignore you.

There's nothing wrong with Octotel. I currently pay:

- 75Mbps/75Mbps Octotel Fibre @ R 797.00pm

- CallTime 50 Pure VOIP @ R 50.00pm and this is what I get: www.bit.ly/ahostfrustration

I have a serious issue on my hands. I have not had a signal on my phone and the line has been dead since porting to Afrihost on 13 Feb 2024. 10 days! By law I cannot change due to a 60-day restriction

I need to make payments and access my banking I need my phone to access OTP's to ensure payments are processed. speak to clients and have my phone operational for emergencies.

I am on WhatsApp agent help for hours on end telling the same story. I have spent around 5 hours speaking to agents only to arrive at no outcome or way forward.

I was told by an agent on the 20th Feb she had escalated the issue, only to find out today she had NOT. They blame the customer when they don't know what's going on with Air Mobile. Surely if you are launching something innovative in your business the onus is on the company to guide peole through the process which means training the agents to know what is going on. I am not able to port back out to MTB by law so I am trapped with Afrihost - with no phone signal and agents who have no idea what's going on and make stuff up. This is after spending hours with them on calls. Shocking really. Don't be so bold as to get people ensnared in your 'FREE' test Offering and then leave them high and dry when you can't support it. As a small business owner, I wanted to support a fellow South African business, as we have been through tough times but has come at a great cost to me. Very frustrated and disappointed. I guess its the adage, if it sounds too good to be true ... it usually is! Thats the truth

i ordered a single topup and the damn website had a fault it ordered 10x the amount, so instead of 10gigs i ended up with 100gigs. i immediately sent a message to afrihost complaints department and also spoke to a consultant and they told me it had been escalated and the accounts department can only handle that. as it was easter weekend i had to wait till Tuesday the 2nd April 2024 and request an additional call back to get a call from the accounts department only for them to tell me they cannot do any thing i have to pay the bill. i have since cancelled my account and will not pay anything more then what i use (my monthly subscription) very [censored] service will never again make the mistake of using them

Your service goes down with no notification.

We contact you for assistance and your team have attitude and do not want to assist you.

The team assigned to working your whatsapp chat are illiterate and expect you to understand and carry out tasks in order for them to identify the fault with your internet when you have no understanding of completing these tasks and when asked to escalate this for someone to come out and complete the test they refuse. Why do we even pay for your service if this is how you treat your client? I am disgusted in your service and will be looking for other service providers.

Afrihost Metrofibre . Seems they are in line with Eskom, our wifi has been down since Monday with a thousand apologies and no resolution. Agents that keep you on hold at Metrofibre and then conveniently cut the call as no one wants to take accountability to fix the problem and both companies are blaming the other. How disgusting! But come end of the month, the full amount will be drawn as if their service was so spectacular. What a waste of time and energy to be dealing with incompetent companies and staff members that they hire.

Get Outlook for Android

Frogfoot is one of the worst service providers with the worst customer service. Should you choose to use Frogfoot as one of Afrihost's service providers, you will have unending problems. We have been trying to get our fibre installed and activated in our complex since August 2023. Trying to get it done, OR CONTACTING THEM, is going to drive you insane. Rather use another service provider that uses sub service providers that deliver.

I have been with afrihost for over 2 yrs now - i have had problems with the line for about 20 months - They advised me to buy a new router which i did at the cost of R1200 which did not resolve the problem - i am yet to have my issues resolved. its got to the point where every night is a problem there is no connection. between afrihost and linteg fibre they keep bouncing the problem between them - i ahve had about 6 tickets raised and each time they are closed by someone who says the issue has been resolved. i am soo frustrated to the point where i am just giving up. what kind of a service provider refuses to send someone out to fix the issue. i have to keep running tests for nothing to be done and the problem still persists. i am not getting the help i need. do the people even exist at afrihost. this company is pathetic - if it wasnt for my complex using them i would have changed many months ago.

My phone wad rica locked by Mnt due to the fact that I did not make any calls from my phone. I went to Mnt on Monday the 30 October, they unlocked my phone and on Wednesday the 1st of November I logged a call with Afrihost. The call center phoned me and helped me set up the Apn as it should be. I was told that the Apn is not registereing and the will contact Mnt to open line. From then on I had no feedback from any body. On Monday the 6 the of November I went back to Mtn for them to check the line. They repovisioned the line and on Tuesday I logged a call again. I was helped again and was told the fault will be secalated to the critical care center, loggen another call on Wednesday, gentlemen told me he will come back to me, nothing happend, phoned again on Thursday and wanted to speak to a manager and was told no one is available. She will follow up with MTN and get back to me. No one has come back to me as of yet and explained to me what is going on

Wifi has been down for 3 days with no resolution (early Sunday 04 November to current)

Afrihost has stated that an Openserve ticket has been raised - however this issue has not been escalated and there has been no further contact.

A further communication via Afrihost Whatsapp assistance has stated they cannot find the ticket.

58BNK051123

Zero help from the Afrihost Contact Center

Good Day

I would like to complain about the service I have received from Afrihost

I'm having a Fibre query pending since the 5th of October to date. Afrihost as the service provider for Vumatel they are failing to resolve my issue. I made a payment for the Fibre on the 5th October even now the line is not activated. I spoke to almost every consultant even their manager to resolve the issue. Everytime I call I have to explain myself to different people. Proof of payment was sent through to Afrihost , however matter still hasn't been resolved. The payment is not allocated to the Fibre account, and it has been almost three weeks now waiting for the password to log on to the Fibre. This is affecting me badly because I am working from home, which for the past two weeks I had to go to the office because I don't have connection. I would like for this matter to be resolved ASAP

Extremely disappointed with this service.

We haven't had internet for 5 days now and their attempts to solve it are zero to none.

According to them they have called and SMSd however, all new details and alternate numbers have been provided and we have not received any communication.

I've asked for it to be escalated and apparently it has already been escalated. What company escalates something and then does nothing.

I wrote to Afrihost on the 17th Jully to say my house had been sold and I would terminate my subscription at the end of July as I no longer live there.

I was told I need to go into client zone and that is the ONLY way to cancel. This is unacceptable as I am out of the country and have informed Afrihost I cannot go into client zone but that my subscription must be cancelled.

I keep on being told that the only way to cancel is to go into client zone which does not work for me as I cannot receive an OTP and am unable to access client zone.

The decent thing to do would be to honour my request to cancel and make this effective as of the 31st July

Afrihost has a hosting service that works for my company however they charge an admin fee every time I talk to them, every time I email them… am I not a client already?

I get charged R30 for asking them to check my late payment to deactivate my website !

Who does that, this is bad and I strongly disagree that they should charge me every time I talk to them !

Highly disappointed in Afrihost’s admin services

Will I get charged because I am inquiring about why they charged me? wtf, am I not allowed to ask for help as an existing customer without getting charged for it ?

WARNING: DO NOT SIGN UP WITH AFRIHOST!

I recently had the unfortunate experience of dealing with Afrihost.co.za, and I must say that their customer service and standard operating procedures (SOPs) are absolutely terrible. It has been an incredibly frustrating and time-consuming process, with little to no progress made in resolving my issue.

I initially contacted Afrihost to migrate my internet services from Telkom to their fiber package. Little did I know that this would turn into a complete nightmare. It has been over 15 days since I placed my order, and the issue still remains unresolved.

Throughout this ordeal, I had the opportunity to speak with a total of 15 consultants, and I can confidently say that only three of them made a genuine effort to help resolve my issue. The rest seemed utterly useless and lacked any sense of urgency or professionalism. It's disheartening to encounter such apathy from a company that claims to prioritize customer satisfaction.

One of the most frustrating aspects of dealing with Afrihost.co.za has been their inconsistency with time frames. I was given multiple different time frames for when my issue would be resolved, but none of them were accurate. It seems like they have no regard for keeping their promises or respecting their customers' time. This lack of transparency and reliability only adds to the frustration and disappointment.

Furthermore, the lack of progress made in resolving my issue reflects poorly on Afrihost's SOPs. It appears that their internal processes are severely flawed and ineffective. There is a clear disconnect between the consultants, resulting in a lack of coordination and a failure to provide a satisfactory solution. It is evident that Afrihost needs to reevaluate and improve their SOPs to ensure a smoother and more efficient customer experience.

Overall, my experience with Afrihost.co.za has been extremely disappointing. The lackluster customer service, unreliable time frames, and inefficient SOPs have made this a truly frustrating ordeal. I strongly advise anyone considering their services to think twice and explore other options. Afrihost has failed to meet even the most basic expectations of customer service, and I cannot recommend them based on my experience.

Attention: [protected]@afrihost.co.za , if this is the level of support everyone with connectivity issues will have to deal then your company will soon have the reputation of Telkom and Eskom.

**UPDATE**

I have been struggling with Afrihost from 13 May 2023 - 22 June 2023. My internet was connected for 19, 20 and until 9pm 21 June, so 2 and a half days of internet, I've now had the horrific experience of chatting to over 20 Consultants and wasted around 40 hours standing at the router, taking pictures they request, changing settings, resetting devices, plugging cables in and out, buying new LAN cables and more. Nothing but issue after issue after issue after issue and the delay after delay after delay. Worst company I've dealt with in 37 years and that says a a lot as I have been scammed by fake companies and triple charged for services and more. But the amount of time I have wasted on them is the worst. Spending 2-5 hours on chats that get me nowhere, and now I have to wait another 72 hours because they lost connection of the B Number.

Endless probles with payments via Easypay. Duplicate payments. Refunds take forever. Don't get notified when payment is due, they will just disconnect you.

Toward the end May I requested an upgrade to the speed and paid the upgraded fee. To date I haven't received the speed that I paid for. The case has been escalated several times with no tangible resolutions.

I am a customer of Afrihost for a long time now. Each and every day my internet is more off than on. Then I have internet and then not. But I must pay each and every month nearly R700.00 for something that I cannot utilize to the fullest. I am now fed-up with this. I am at the point to cancel the bad service and get myself a new provider. I cannot pay for something but cannot use it. If Afrihost want to work this way, then it is fine. Also, the consultants on WhatsApp also do not know what they are doing. As I need to connect a laptop each and everytime there is a problem with my fiber. I am not in IT so they can tell me whatever they want to. I think Afrihost must get those people more educated to assist your customers.

I am beyond mad at this stage. You have till before end of business today to inform me that the problem is solved, or I WILL TAKE THIS MATTER FURTHER, and I have a good mind to cancel your pathetic service as well!

I have been a customer for many years with multiple products over the years. I have always had exemplary service from Afrihost. My latest issue however has in one instance gone totally the other way. I have upgraded over the years from a 20mb to a 150mb. Having had a few connectivity issues , I ran various diagnostics and the speed never exceeds 90mb. I raised a support call and then another and another. Over period of 6 weeks i've had to raised repeated tickets for the same issue as they get closed in their systems without actually having done anything. Over the period I have been indicating that the issue may be with the ONT device as the modem is capable of handling upto 300mb . The ONT is the service providers box and cannot be replaced by yourself. This belongs to Openserve and they have contracts etc with Afrihost. Repeatedly Afrihost claims to have escalated to Openserve and yet no resolution to the issue. It is absolutely sad to see a great company fall from grace. But i will not be charged for a service they have not and cannot deliver. Secondly if the equipment cannot handle the speed of the package you subscribe to, is this not mis-selling ? Trying to get to the customer service leadership is impossible as the reception is blocked by saying you have to be esclated from within their process and call centre. How is the leadership ever going to know about issues if they never get to them becuase the team lower prevent escalations ?