Afrihost
Reviews and Complaints

Account Number: A18683604

I placed a Fiber Service order with Afrihost early in early July 2018 after confirming that Openserve have completed installations of the infrastructure in our complex.

I received my hardware and Afrihost' confirmation of order (11 July 2018) with Afrihost confirmation from Openserve (20 July 2018).

Now in September I have had the Afrihost Hardware for nearly two months (still sealed in the original courier package) and still no fiber connection.

I have notified Afrihost repeatedly that there is clear and direct collusion by Telkom and Openserve, which they have just ignored even with my request for escalation. I did however receive numerous "Afrihost Service Requests" follow-ups from Telkom regarding my dropped service - Note that my phone number was linked to physical addresses as far afield as Durban.

I have now finally cancelled my Afrihost contract based on non-delivery and they have the gall to want to charge me for the hardware after I have informed them to collect the package which is still sealed.

I refuse to pay anything to Afrihost, based on their total failure to deliver any service and their lack of integrity to address the issues raised.

Just for confirmation: Openserve has been conducting installation of fiber to numerous units in my complex from the installed system in our complex, as long as the Service Provider is Telkom. I have confirmation from the Body Corporate as well as fiber users and have physically seen the installations being conducted from the manhole in front of my garage. All this has been communicated to Afrihost, Telkom and Openserve.

I have always made use of Telkom LTE. I have switched over to Afrihost fibre. 20 MPs line with the expectation that I will get what I pay for... my telkom LTE has never ever buffered before.

My afrihost activated yesterday, 31 August 2018, and sofar its been terrible. I have made use of the app to log a complaint and to get support from your technicians, yet no feedback nor reply.

If this is how your service is going to be, I want to go back to LTE. Never heard of fibre that is buffering!

I signed up for fixed wireless with afrihost on the 12 Aug and I received my router on the 13th and got home and connect it worked perfectly until they run a debit Oder for prorata data ofR147 on the 14th without informing me my account did not have funds so the debit Oder bounced and I got paid on the 20th and tried to proceed the debit again on clients zone at it gave me a message that my account is up to date, then on the 22nd I got an email saying my account is suspended because of the R147, I proceed the payment on the same day and I was told I can only connect after72 hrs since then I was unable to connect, I use the WhatsApp chat and I was told to restart my device, I failed thousand times, then I got a call to say I must reset my router and it also did not work, then I logged a few calls with their support, I was told my service was never unsuspended, the other one said I'm not in a LTE are yet I could connect from the 13th to the 22nd, so everyone I interact with gives me a different story, I'm not happy at all.

Good day,

i'm very disappointed in the service we as new clients of Afrihost received. Firstly we as new clients were promised fast efficient service. We were going to be connected within an hour of moving service providers. Two days later no internet to run our businesses on extra cost incurred to being able to keep our business up and running. Hours on the phone with Afrihost, that is if we can get hold of them, we are no told that the call to get a technician out to reconfigure were never logged and we will be without connection for upto 5 business days.

Dealing with agents who get irritated and point the finger away from them while talking to you. Are we not paying for them to give a service? Are all your employers not working for Afrihost? Just asking...

Is this how you treat new customers and if this is the type of service I'm wondering what our experience is going to be like going forward.

Zelda Schwarzer
zelda.[protected]@icloud.com

After numerous back and forth with Afrihost I am livid by the service received being a longstanding client.

I have cancelled all my deals with them.

Firstly, I will not pay for a service incomplete and especially when I specifically included in the commentary when application was made that I have an existing line that is to be cancelled within a month. Afrihost happily includes this but for what purpose?

I was happy to activate this from 5 September 2018.

Why would I pay twice in a month for dsl internet! This should be a standard process of clients moving from SP to SP!

Also, When I applied, Afrihost specifically say; The general turnaround time for installation with Octotel is currently approximately 3 weeks.

I did not expect this to be so quick.

Secondly, being told that I received the router when I did not. This is simply ridiculous.

Not a person has attempted to resolve this thoroughly, instead, they have been pushing me around and trying to debit my account.

Afrihost advertise they offer a up to R4000 for new Fibre installation covering hardware, installation and router. I applied in January but Fibre was not yet life in our area. In March I gladly received the router. Still Fibre was not life. When we received notification Fibre is life in our area I immediately applied for installation. I wanted to edit my Afrihost package but couldn't because it was not life yet. In the mean time vumatel installation was done and we went life. Now this week I received an inv from vumatel. I fwd to Afrihost. I was informed by Afrihost they don't pay for the installations anymore (even though it's still reflex on their site) apparently they changed this policy in March and since I changed my order it's now on me to pay. I was never informed when changing the package that I was now responsible for the installation fee. Afrihost you have lost a lifetime customer. Recently my new SSL couldn't be installed because of a R39 account that was not deducted from their site. Maybe they should have fewer team building events and actually start looking after there clients who is after all paying for these team building events.

I have logged calls and did the whatsapp communications where I have a problem my linespeed is very slow. The problem is between my line and the exchanged and Afrihost keep testing the exchanged to their server. I use my line for work and about everything. With a slow line I'm completely down. If this carries on I will have to look at another service provider

i have never experienced such poor service in my life. i signed up for fibre and vumatel were never advised that they needed to do an installation. Eventually they came and they were amazing. however i still have no internet. i have spent hours in the phone, send many emails and i still have no internet. it is friday and the technician says sorry i have to wait until monday because he has no idea what to do? surely treating clienta fairly is important. i cancelled my telkom internet (big mistake) and now i have no internet and no one at afrihost is able to sort it out. i am have been lied to telephonically and in writing and now all i have is a useless modem.

I have never in my life gotten such bad service from anyone. I moved to Afrihost after being by Mweb for year. To my biggest regret. Its true what they say the grass isnt always greener on the other side. And better the devil you know than the devil you dont. No one ever calls back. No one replies to emails. There is no after hour services despite them telling you there is. Its disgusting we pay so much and for what, my email that is off. You aught to be ashamed.

I am a business owner and had 2 clients fixed wireless internet packages registered on the company clientzone, so the clients would pay me and I would pay afrihost. So one of these clients became a slow payer which caused my company domain as well as my paying clients subscribtions to be suspended. I was then in correspondence with afrihost support and accounts for about 2 months not getting anywhere. Eventually they advised me that I need to open an completely seperate clientzone acc for the client that is a slow payer and once that has been done I will be able to transfer the fixed wireless internet package to his acc... So thats what I did. However after doing this they then changed the story and said that this product cannot be transfered and I need to cancel this service and then open a new acc for this client. Which I then again did. Now I am being charged an early cancelation fee for doing as advised by afrihost. Eventhough this client is still an afrihost client and is enjoying his internet I now have to suffer the consequenses for afrihost imcompetant staff
My first email was sent to afrihost in january 2018
Ticket id: rhw-376-34098
Subject: account changes
Department: connectivity
Priority: high

Email sent from afrihost

From: lizelle m - afrihost.com
Sent: saturday, january 27, 2018 2:24:28 pm
To: jp. [protected]@outlook.com
Subject: [#rhw-376-34098]: account changes

Hi jp

Hope this email finds you well.

You can have them create their own profiles by signing up for the 1g free account.
Once that is created, you can use your clientzone to move the products to theirs.
Alternatively you can cc them in the email sent to us and specify which product goes into their account.
They will respond saying they accept the products to be moved.
We will then move them to their own profile.
Please note that this change can only be done from the 6th until the 22nd of the month because products cannot move during billing run.

Thank you

Kind regards

Lizelle m - afrihost supportafrihost.com
Pure internet joy!

I signed up with Afrihost as my ISP beginning of Feb 2018 . After weeks of delays my router finally arrived. But we cannot get the router to communicate with the Vumatel line. I have sent in excess of 120 emails since Feb. I have no working internet and yet they keep charging me! It takes me the whole month to argue and get "proof of usage logs", before they credit the invoices BUT NOT REFUND ME MY MONEY. They are also refusing to let me cancel, they want to charge me over R4000. yet they cannot get their useless equipment to work. They also refuse to send a technician to my place to see what the problem is. On their website they offer a double your money back if you are not happy with the service, yet you cant even get through to their call centre to try sort this out. What a joke! I am at my wits end, I don't know what to do anymore!

After two weeks back and forth with Afrihost and Telkom my WiFi is still not working. Telkom has been to my place twice already and done their test but all I get from your call center is ; automated responses . Even when I send an email the response is delayed and ineffective. Afrihost your aftersales service is horrendous . Please ask someone to call me that can give me real answers and get my WiFi up again.

Afrihost sent me a modem after a 2 week delay, knowingly that there is no service in my area. More than 80 emails later I returned the modem in person. They refunded me. The debit order is still not cancelled and its an issue every month. They dont answer emails or respond to queries.

Just a few emails that was sent...
Hey there Ida

I can see that your service is now working. I am sorry that you had to go through all of that. Please do advise if there is anything I can assist you with.

Thanks

This must be your imaginary eye! Service cancelled on the 3rd and still waiting for the R2060 refund. So if you don't mind, explain to me where do you see the service working. If so, then someone is using the modem I've returned.

Compliant- IN16342096-=Account:A18662722.

I am extremely dissappointed about the Afrihost account department's service.I have subscribed on their services mid-April was billed a pro-rata amount that was due on my pay day 25th each Month, they decided to debit on the 23rd April created unpaid debit order and bank charges of R151.00.I did pay the pro-rata R129 using my credit card.Suprisingly just received the email threatening to suspend the my services by the 10th of May.The agreement was paying monthly installment on the 25th each month.How does this company's account department works?

Can I please get urgent assistance .

Afrihost is a joke

We signed up for the 20mb/s uncapped fibre option.

At first it was a big ordeal to confirm banking details.
Then we received the router and the big problems started.

After spending more than a total of 2 hours on the phone, we still can not connect to the internet.

Their consultants promise to phone you back, that never happens.
When you contact the help center they very politely tell you: ' we are experiencing a high influx of calls and can't take your call right now. Try the whatsapp support'.

The whatsapp support is useless.

I've sent an e-mail to cancel the subscription - no response.

The service we recieved from afrihost is pathetic.

Please note that an immediate payment was made, this morning before 7am.

This account was paid via an immediate payment with cost me an extra R45.00, which at the time I was more than happy to pay. However there seems to be a clear lack of skill in the accounts department as well as all other areas of afrihost.

I will now be escalating this matter as far as necessary as afrihost themselves do not seem to understand the terms set forth by themselves.

Real Time Clearing (RTC) in accordance with the payment clearing and settlement guide South Africa -
When utilising internet banking, customers have the option to expedite payments by
selecting the RTC payment stream instead of the standard EFT credit. This payment stream
was developed to provide increased transaction speed and convenience to customers. Once
the customer is verified, and funds permitting, the transfer is effected, the payment
instruction is immediately processed and the payee credited within 60 seconds.

Clearly in accordance with the Real Time Clearing Guide, the Consumer Relations Act and National Credit Regulator, I strongly suggest you correctly review that payment.

It is now 12:39, still nothing has been done about my payment. This is also not the first time, this has caused an entire days loss of income.

I will now willing to hand this over to whoever necessary, as clearly everyone at Afrihost today is in no mood to correctly service their customers, or process payment and instead think their customers have no brains what so ever.

Your client zone doesnt work properly and i don't even know what u doing with your whatsapp app because it doesn't work, it's useless.

This ends here today, I strongly suggest you get a manager to contact me or even Gian Visser, as this is completly unacceptable from a business and consumer stand point.

Speeds went from 30-40mbps down to 0.3 mbps about 3 weeks ago. Lodged support tickets - [#OVI-[protected]]: Afrihost:: Support Request speed. Accessed Whatsapp support, Twitter support, MyBroadband support and called. The result is that nobody responds and Afrihost do not take responsibility or ownership - they blame RAIN yet we pay Afrihost. Calls to escalate to management are left unanswered.

Please dont use them they are terrible have no care.
I pay manually on the 4th and bc of that they decided to cut me off one day and told me they cancelling my services now I applied for a new service I was not able to move there as Afrihost has not taken me off the portal I phoned them and they told me I was talking rubbish about my emails. There accounts manager is such a [censor] she wont talk to her customers. Now I have to pay for 10 days of service I didnt get and will only be cancelled on the 30th and after then I can only move!
Do not use Afrihost!

To the lofty Directors / Senior Managers @ AFRIHOST 

I write with immense frustration, fury, and disappointment as another business joins the inept, self-serving, money first, group of businesses... Who treat their customers as though we are third class imbeciles, that hide behind their call centers & who have been instructed (by their lofty directors) to dish out platitudes with a patronizing attitude to their paying customers, seemingly annoyed as to why we (customers) have dared to crawl out of our rock to bother... Or should I say... Challenge them to deal with our genuine complaints, regardless that the call centers all the way up are incapable of answering any questions/queries that are put to them... Except to respond from scripted response as though they are new age robots that are still waiting to be programmed with the finer qualities of the human race & perhaps the lofty directors and senior management are the latest robots waiting to be fine tuned as well!

They lie about connectivity issues being on the website for customers to see... Not true... Disregard the fact that we have business that & rely on our connectivity to operate... And just drops your call when they run out of scripted responses. All the while not one of you are offering an alternate solution to so many of us who are reliant on your (lack of) connectivity with MTN!

Well... Let's see which of the lofty robots & have the human components of courage, decency and wherewithal to actually pick up the phone and call me but not before they have real.. Genuine answers or solutions to the issue...in order to assist their paying customers!

My cell no is [protected]... do yourselves a favour... look up my profile so you can see & (well don't know if robots can read yet) what the issues are... and I believe this is affecting the majority of mobile [protected]@!

Afrihost Fibre - Worst Service Ever Service from Afrihost is shocking and unacceptable. Placed an order for Fibre on the 20th February 2018 for Installation and a Modem. Deducted full amount off my account on the 1 March 2018 and still no Modem . Germaine called me on Wednesday to confirm that he dispatched a modem with the courier service and that it will be delivered next day. Feedback from the customer services at 3:18: Goodman. L (03:18:49) : I see it is a Fibre router you are querying. Your order has not been processed yet. Please note that we are currently out of Fibre router stock with new stock expected mid-March. Stock will be assigned to your order when new stock becomes available and dispatched.

To date been billed full amount but Customer Services said that they ran out of modems and cant tell me when they will be able to supply one.

Made a Promise last week Monday for delivery. Germaine not getting back to me
Then Vaughan Promised me stock received - will deliver one by Monday. Only to be informed that he was given the wrong information and they don't have any Modems.

Managament is currently out of the country and cant get back to me with any answers.