Afrihost
Reviews and Complaints

I received my router : imei number [protected] and even your tech explained that the connectivity is very poor after spending over 2 hours on the phone with him through teamviewer etc. I have had the router for 1 day and this connection is not working, I would like to return everything and cancel the deal... The only connections that was made was that done by your technician...your system clearly doesn't work in my area and I would like to cancel...AT NO CHARGE...and get your courier to collect the hardware...

Hi

Have been trying to sort out my fibre which isn't working properly - buffering etc. They have no clue. They don't respond to complaints. I have spoken to numerous staff including supervisors and still no response.

Told them to cancel & was advised that there is a "cancellation fee"? This on a month to month package.
Hi

Further to the original complaint - clearly Nolwazi also didn't bother to do his job last night. There is no reference number for him escalating any query on your system. I have just spoken to Nompumelelo on your help desk who assured me she would escalate again. I also spoke to her supervisor Thapelo who promised it had been escalated now but wasn't able to give me any reference numbers? I am still in the same position as 24 hours ago & am hoping that someone does their job this time.

Not sure how to send a complaint either as Nolwazi said I should send it with "complaint" as the subject. However Thapelo says I should just email support & request it goes to the service department?

PLEASE MAKE SURE THIS IS ATTENDED TO & THAT SOMEONE CALLS ME BACK.

Thank you

Jackie Dickson
Best Bookkeeping Services
[protected]

From: Afrihost.com [mailto:[protected]@afrihost.com]
Sent: 22 February 2018 05:51 PM
To: [protected]@polka.co.za
Subject: [#GCV-[protected]]: COMPLAINT

Jackie,

Thank you for contacting us. Our team will get back to you as soon as possible.
While you wait to hear back from us, please have a look at our updated Frequently Asked Questions page as your question may have already been answered: http://faq.afrihost.com
When replying, please make sure that the ticket ID is kept in the subject so that we can track your replies.

Ticket ID: GCV-[protected]
Subject: COMPLAINT
Department: Connectivity
Priority: High
________________________________________

Got Questions? Got Answers?
Visit our Client Knowledge Base at http://answers.afrihost.com to get your questions answered and to share your knowledge.
Good Day

Please assist with shocking service received by your help desk yesterday. The Siyanda seemed to have no idea what he was doing - after 3 hours we were nowhere. He kept putting me on hold for a "minute" which turned to 10+. He obviously didn't know what he was doing. Please listen to the recording. I started the call before 4pm yesterday.

At 19h30 I called in again as he wasn't calling me back or responding at all. I spoke to Nolwazi who was able to find a problem within half an hour. He advised that he would escalate to Vumatel as he says that's where the problem is. Also said he would email me reference nos. Etc which he didn't. Also said he would call this afternoon which he didn't. I still have no internet connection at all.

This problem started with me having problems with buffering on the 4Mbps Home package. Was told a few weeks ago to change to priority plan which has no shaping etc. I did that & there was no change in speed at all. I have requested a cancellation to move to another service provider - unfortunately there is a huge cancellation fee. I called in yesterday to get advice on which packages may suit me better. What I got was Siyanda suggesting we test the connections etc. Once we started moving connections around internet connection was lost. Siyanda reset the links several times to clear "IP" addresses. None of which worked. He then suggested we reinstall the router. This didn't work at all as it was looking for a connection & not finding one. I kept telling him I had a yellow triangle with exclamation mark so it wouldn't find a connection but he kept saying it would work. It didn't. He advised that he would reset everything AGAIN & call me back which he didn't.

I don't know who is attending to this problem if anyone. I don't know if its Afrihost or Vumatel. I still don't have a connection. I work from home & had to process & pay wages yesterday using my cellphone data. I am not impressed.

Please sort this out ASAP.

Thank you

Jackie Dickson
Best Bookkeeping Services
[protected]

From: Siyanda M - Afrihost.com [mailto:[protected]@afrihost.com]
Sent: 21 February 2018 05:46 PM
To: [protected]@polka.co.za
Subject: [#XGC-[protected]]: Slow Speeds on Fibre

Please unplug the CPE in the meantime from the plug and will connect it when I call.

Kind Regards

Siyanda M - Afrihost SupportAfrihost.com
Pure Internet Joy!

Please visit your Afrihost Client Zone, https://clientzone.afrihost.com to activate your account, update your details, make changes to your account and packages and much much more.
Afrihost - Pure Internet Joy!

P.S. You can visit your ClientZone at https://clientzone.afrihost.com to get help, manage your account, update your contact and billing details, get your invoices, make changes to your account and packages and much much more.

Ticket Details
________________________________________
Ticket ID: XGC-[protected]
Department: Connectivity
Priority: High

Got Questions? Got Answers?
Visit our Client Knowledge Base at http://answers.afrihost.com to get your questions answered and to share your knowledge.

22 Jan 2018... I chose Afrihost as they assured me that I would receive hassle free and prompt transfer of ISP service to them from previous ISP... and when I switched from Telkom ADSL Landline to VUMATEL Fiber. They stated getting online was ONLY dependent on how soon VUMATEL installed cables into my home and that they would immediately deliver my fiber ready WI-FI ROUTER. Vumatel installed cables promptly by 24 Jan 2018... as of 3 FEB 2018 I still have not yet received the promised ROUTER, and I am unable to make contact via their apparently overburdened Customer Service HELP LINE - over 30 minute waiting period whenever I call! No response from several emails I sent... and as well as to their SMS HELP SERVICE. I am now without internet and email service as I cancelled with both TELKOM and previous ISP.

My name is Norman Mentoor. For the last 6 months or more, I monthly bought mobile data for my cell phone number [protected]. The account is on my wife's name Linda Mentoor. Her number is 083 275 8308. All went well until last month. I changed my device from an LG phone to a Mate 10 Huawei. Ever since I change my device, I couldn't use your mobile data. I made several calls to your mobile data, connectivity and sales departments. Nobody could help me. I went to Mtn, to find out if there is something wrong with the phone. They couldn't find any fault. For the last month, I buy data from Mtn as I simply cannot connect to Afrihost. More than 5 represented of Afrihost promised to call me back. Unfortunately, I am still waiting. What was shocking, was that one representative told me in no uncertain terms that this is the first time a problem like this occurred and that they cannot help me. To crown it all, after I told the sales department that they must please refund me for the data I couldn't used in January, they removed the data and charged me yesterday for data to be used in February.

Where do I go from here. Is it true that Afrihost cannot help me and should I look for another provider.

We had a 10mbps fibre line installed at our property and since then the internet download speed is less than 1mbps on a 100gig capped line which is supposed to be unshaped and unthrottled. We have submitted all the information afrihost have asked for regarding our device setup and test results that we had to perform from our side but the problem has not been fixed. Our account number at afrihost is A15422989. Please help

During May last year, I tried out the Internet data packages from Afrihost.

I subsequently found that I was being charged for add-ons that I did not request.

I called them, cancelled this, and they agreed to add a credit to my account, which I could use to buy pay as you go data - which I did.

I also then told them to cancel the data agreement - which they stated was on a month-to-month basis.

Now I six months later, I am suddenly being billed for data for November and December.

They have locked my website, I cannot get to my files.

But worst of all, I have had many people calling, emailing, messaging me, all promising to resolve the issue, but nobody comes back to me.

You email a generic email address, nobody takes ownership of a problem, you speak to a different person every day.

Afrihost delivers a defective device to me that has, for over 3 months now, never even worked yet they continue to debit my bank account. I have made various calls to their call center and each time I am promised that the the manager will call me back. I have sent emails, nothing. To this day, I still do not have this service that was promised yet the money is taken from my bank account. Can someone please explain to me how I can escalate this and cancel this contract and get my money back?

Vuyokazi Ndamse

I am a paying customer of Afrihost ADSL Internet line.
Our line was stuck by lightning on the 5th of October, seeing Afrihost is our service provider and handles our Telecom account on the ADSL line we contacted them to report the problem.
This took 33 min for the call to get answered from the call centre number provided and they said they will report it.
After a week we decided to follow up and again holding on for the call centre for 40 min got the same responses.
The line was repaired on the 19th October and then was struck again by lightning on the 21st October, this was again reported to Afrihost's call centre with the reply it will be fixed.
I then decided maybe it is time to move on to another service provider and also make the change to Wireless.
On Friday at 16:52 my wife contacted Afrihost's call centre's number again and holding on for 44 min and 28 sec she told the person that we are cancelling our "service" with them, she was told that we have to contact them again at the end of the month to give a calendar month' notice.

After explaining that we never had an Internet connection form them for the past month and do not see the need for a calendar months' notice seeing they are in breach of contract not providing the service we are paying for the phone was slammed down in her ear.
So maybe this will help poor other innocent potential Afrihost clients out there to make a better decision than to use them as a "Internet Service Provider", the best part of this being you cannot even communicate with them via their own website you need to call the notorious CALL CENTER.
Good luck hope you have a lot of free minutes.
Herman Muller

Dear CEO’s of Afrihost & Rain Network Service Provider

I hope your staff members that receive this letter have the ability to forward this complaint for your attention.

As a paying customer I honestly would like to get your personal feedback in regards to the following:
• Firstly how is it possible for “someone” to access my account and just breach the username that is linked to my rain sim card? Causing your paying customer to lose his internet connection overnight after the wifi-router and sim card worked at full signal for three days after delivery...
• Why is it that your staff members took a full week (7 days) to identify this error if “someone” can cause this error to occur overnight? Yet the paying customer is left stranded without the service he paid for - days at end?
• Why is it that staff members on more than one occasion fail to follow through on their promises to call your paying customer back and give an update / feedback or just a basic explanation of how this error occurred and when this will be rectified? Nor any plans or suggestions where put in place to replace the faulty equipment timeously.
• Why is it that the majority of my emails sent through to your support staff has gone unanswered? Even complaints submitted on the Hellopeter.com website have no effect for your staff doesn’t even bother to reply their either.
• Why is it that your paying clients have to pick up the phone and put in line for several minutes on hold just to try and get feedback, progress updates or just an answer? Yet your staff members cannot take the initiative to contact your paying clients back first thing in the morning and assure them the problem is being dealt with and give an update or even a time frame when it will be resolved?
• Why is it that after I was assured “it is a priority for your team to get this error resolved” that emails are not answered, call-back are not returned, live chat sessions just (yet again) request the same repeated remote-tests be done on the same equipment with the same outcome...yet no technician of your ‘Dev Team’ follow through to take it the necessary step further to resolve this issue or give any feedback?
• How can the blame be put on a third party the resolve this when my direct legal and financial agreement is with Afrihost? Don’t your staff members know the responsibility lies with THEM to get this resolved and that the “buck stops with you”...? It is easy for your staff to hide behind the unanswered emails, non returned call-back and Live Chat that is 90% of the time not available (and recommend another email to be send) to assist your paying clients. Worst is when you do get a response it simply states “Sorry we cannot give you a time frame when it will be resolved. We will revert back to you once we have a time frame”
• Yes I was promised I will be “credited” for the time my service was down since I was unable to use the 78% of my data I was billed for. Yet neither you nor your staff members will be able to reimburse me for the potential income I lost since my income and business dealings are solely reliant on my internet connection to communicate effectively with my international clients and meet my contractual deadlines. You will not reimburse me for any penalty fees I have to pay for deadlines that I am not able to meet due to your service being unavailable.
• Why is that your billed client have to go to another service provider and purchase additional data in order just do his work online after he already paid your team for it? Neither you nor your staff will reimburse me for these additional costs of paying three times the rate now for the required data?
• Lastly if is it such an “priority” for your “Dev Team” and other staff members I had to deal with over the course of the last 7 plus days – why is this issue not made a priory to get resolved before they conveniently go off for their weekend and let your paying customer wait...till they feel it is time to get it fixed and resolved when it is convenient for them?

If you and your team really value your paying clients I would highly appreciate to get your personal feedback on these few questions before I take this issue further with my legal advisors.

Your current paying client
Peter Behrens

Dear Afrihost

Seeing that you don't have a proper escalation contact person, please see below

A fibre Order was placed on the 7th of June, this was for a Vumatel 4MB uncapped, three weeks thereafter I received a mail stating that Vumatel is not available in our complex (funny how you confirmed this when I placed the order) thereafter another order was created with Fibrehoods, 20MB as that is the entry package.

Upon following up on this beginning July I was told the installation was cancelled as the system states I am already a client, the agent was helpful enough to also confirmed Vumatel has purchased Fibrehoods, he said he would follow-up and return my call, this didn't happen,

after multiple calls and confirmations from the agents and so called supervisors which only once I received a call back, alternatively I need to follow up, today I spoke to a "manager/ supervisor" which told me the order was escalated 25th of July and they awaiting a response from their fibre team, they don't do follow ups on this, this was his words followed by "but sir you are not being billed for the service..."

You claim to be industry leading, what, sorry

Please let me know where I can return your router asap so I can engage with someone who actually would like to provide an service

Kind Regards
Definitely not a client of Yours!

#afrihost

I accidentally subscribed with Afrihost for a 3 Gigs Data bundle using my work email address which I had previously used to subscribe to another service for my boss without realizing that the new application would be processed erroneously under his account. When I realized this error, I immediately cancelled the subscription and was advised by a consultant that I would not be billed for the service as it was cancelled immediately and I had not confirmed my bank details via their email confirmation mail.

To my horror, my personal account was debited withing 24 hours of my cancellation without me confirming my bank details and when I requested a refund, they decided to credit my boss's account that had nothing to do with my application and was a completely different account with different banking details all together.

I basically paid my boss's account thanks to the pathetic, unstained and useless employees at Afrihost and could do nothing about it .

My partner also subscribed for a 3 Gigs service with Afrihost and had to cancel it as the MTN sim card never worked on our ZTE modem and the countless technicians we corresponded with couldn't assist us with configuring the modem at all, once again, we paid for a service we couldn't use and Afrihost did nothing to assist .

Afrihost is a pathetic, unprofessional, clueless brand and they have disappointing customer service or lack thereof.This is also justified by the numerous and countless complaints on many complaints platforms about their dismal and disgusting bad service.

I will escalate both matters to the Consumer Protection Ombudsman, Wendy Knowler on Crime watch and will post it on Hello Peter and other social networks to warn others about this unscrupulous conduct from this company.

We have been having such horrendous line speeds, we are basically having to connext to mobile date to do anything internet related.

This is when we have a prioritized unshaped line... And paying for that service!

After doing all the possible checks and tests that we could do from our side, being knowledgeable on this subject, we co tacted the clientzone... Two weeks later... Guess what... NOTHING, other than we have checked your line, and itnis running at optimal speed. BUT on a 10MB line we are running at 200kb/s.

I have asked for attention to this matter, and since the client service section has moved to perth, i think, its about a day delay with each useless pointer they can throw at us.

Guess the only thing we can do is move on to the next service provider, as it seems Afrihost is now just as bad (if not worse) than telkom, when it comes to assistance and service. And that is a shame, as we have been customers of theirs for a couple of years, and have recommended them because of their service to many people.

#whathappened!

Good day

My id [protected] as a on going customer which really recommend afrihost for a couple of years already to friends and family.
I now dont understand what happened it seem to me every thing have changed.
I contact afrihost two weeks ago regarding my 1gb package sim what fails to connect, the technician was not able to assist. due to this reason I lost out on my data for the previous month. I continued to phone and seek assistance, I then spoke to marshello, where he advise me to buy a new sim card and that he then will link it to mtn, this is exactly what I have done. called him again and after several calls for my cost he told me the new sim also got a problem, this is when I really got frustrated. he advise that I must order a new sim what I decided to do and later cancel due to the fact that I can not see two sim cards can be problematic. then I phone afrihost again and requested to speak to a manager/director regarding this poor service of afrihost. they advise I must speak to sheldone, sheldone did call me and send me some emails but it seem to me he is also worth a "o" on a peace of toilet paper, so at this stage I still did not got any assistance regarding this matter. please see if you can wake up afrihost regarding this matter

Good day,

I find myself in a really difficult situation due the fact that we seem to be having ongoing problems with Afrihost and Server related issues.

For the past month there has been no stability whatsoever which means my developer cannot do his work efficiently and we are being billed by the hour.

Prevoulsy, we had issues with the original Server and Afrihost moved our All Sorts Imports domain to a different Server. Almost every third day we receive a call because once again our developer cannot work due to problems regarding down time or out of memory and who knows what else.

The point I am trying to make is Afrihost is offering a service which we pay for and are not getting. Secondly it is costing our company money with our developer due to Afrihosts inefficiency. And thirdly we are spending time and money on endless phone calls to get this resolved.

We expect these issues to be ironed out today. Should these problems not be resolved and persist, we will have no option but to move / migrate everything over to another service provider as well as make this public as we cannot continue to work in this manner.

Await your feedback

I have been trying to get my mobile data loaded since the beginning of this month and I have already submitted 2 x ticket id's but just not getting any luck.no response from even Gian who I have forwarded the emails to.I had to top up my data in order to have data on my phone when I'm already paying for data.I have been with Afrihost for a while with a few different packages from Afrihost and this is the 1St time I'm receiving such terrible service. My ticket I'ds are [#BFV-[protected]]: Mobile data and [#VXL-[protected]]: Mobile data not loaded

For the last 2 weeks + I have continuously called Afrihost for support on my line which is a 20 meg uncapped account. I get problems with speed so bad I get disconnected from customer VPNS, Online gaming even downloads become unbearable.
I have a 1 gig capped test account with them that works without any problems, yet the moment I use my uncapped account details it becomes dismal. I have been told that I am not being throttled in anyway.
To make it worse, I keep getting told by the technician I deal with at that moment, that they will either contact me via phone or email to give me updates. I am still waiting.
This issue occurred roughly 2 months ago and I submitted trace routes plus screenshots of everything they requested. Out of the blue, the problem disappeared, now it seems it is back.
The issue happens every evening from around 6.30 onwards. But in the morning I have no issues again until the evening.
I have even once been told it is because the exchange is getting busier at those times.
What I would like is to have my internet operational in the evenings instead of just during the day.

I am truly discussed by the service I have received by this service provider .This is has arisen from and error on your behalf I had changed my banking account details notified you of the change and received response back with acknowledgement if my banking detail change .

You have recently sent me an extremely snotty and characteristic degrading email. Telling me that the debit you tried to do on my account has been rejected and you are terminating my service. All this because of an error on your behalf for not updating my account details on your system.

By suspending my service I've now run into extremely high data cost and voice call cost to your support desk. Trying to resolve this issue which has to date now run up an additional R580 on my cellular account.

I was informed that It is my responsibly to now pay the failed debit order costs and reconnection fee. For an error which was created by your company.

On top of all if that the member of your accounts department who was supposed to get back to promptly has not in anyway done so. This is now two days later and I'm still sitting in the dark with no way of accessing a light switch.

So to sum this all up a package that should cost me R198 a month. Has now run into R580+198+ what ever the amount may be for your failed debit orders and reconnection fees.

So basically I am truly livered discussed and appalled the service and support I have received by afrihost as a service provider.

Im ashamed to say that I have done business with Afrihost.

Afrihost do business in bad faith and hide behind there terms and conditions based on a fallacy.

You have burnt and disappointed me for the last time.

Everybody out there be warned about dealing with Afrihost they will disappoint you.

Afrihost.com has a error in there billing system and I am being penalized for there mistakes.

After days of correspondence - it was pointed out to me to have a look at the terms and conditions.

They cost me R925.00 in bank chargers.

When I left a message for Coleen the head of the accounting department yesterday - up to now no return call.

They overcharged my account by R570.00 rand. I urge everyone that has a Afrihost.com account to check there billing.

They treat there clients with contempt and all I asked was for them to make the correction.

I alway loved to deal with Afrihost.com - but no more. - Im currently the most unhappy est Afrihost.com client.