Afrihost
Reviews and Complaints

I purchased a dwelling on 11 November 2022 that was previously installed with Fibre. When I took occupation, I applied to Afrihost for free fibre installation and activation. Unbeknown to me absolutely no installation was done, the previously installed infrastructure for the previous owner was activated. The fibre coverage provided only covered the ground floor of a 2 storey apartment. The location of the previously installed ONT was found to be cause. I as the new owner of the home am required to pay R1500-00 for the ONT to be moved to a more effective location. What happened to the free installation promised to me? The location of the ONT was never my choice and as a new owner of the property to whom free installation was offered, do I not have a say in the installation and position of the ONT?

Worst service Ever! I took a contract with them for 1 Oct. No connectivity 1-4.. October. Spent days on the WhatsApp service trying to activate and setup the WIFI, didn't work. Each time a new person tried to assist, we had to start all over again. I eventually cancelled the service on the 4th of October. I was never connected. Afrihost charged R250 for delivery of the router by a courier, which means there was no one to setup! then Charged another R250! to pick up the router before refunding my subscription. The pick up was a nightmare. There were on 2 occasions a courier arrived at my home with no instructions (tracking number, waybill...etc) and neither did afrihost send me any instructions. Mid month when i enquired about the pick up, they said that the courier was from them!? I then asked for a tracking number, which they emailed to me. I waited another week, trying the tracking number that did not exist, called the courier, who said they had not records. Eventually I called Afrihost customer service and the courier was sent. What a waste of time and my money!

Ive experience trouble shooting from the 17th of October at 18;00.

Follow up mail was sent regarding connection and emails was sent back and forth to resolve this matter but nothing happens.

A schedule technician was assign to me for the 19th of October at 13:30.

I left work early to meet the technitians but up till now at 14:15, no one showed up or even contact me.

This service is unacceptable and very poor service delivery.

See trailing email to and from Afrihost technical service.

Too much to complain about!

long story short...I joined Afrihost 31 August 2022, hoping for better service. To my dismay, it just turned into a nightmare. The router was couriered promptly a whole month before I ended my previous ISP.

Since my 200Mbps line was connected, I have never reached that very speed i am paying for. After tickets, tickets and tickets were logged, and the same old plug the WANcable directly into the laptop for line speed...and then back to router...where it just vanishes to below 50mbps. I have been reaching 80mbps on a good day, and think maybe things will get better. Not!

How do I get away from this ISP? Do I have to endure the 6months of bad service, headaches and excuses, just not to be liable for that R999 fee? Do I downgrade to 50mbps hich is less, but maybe full strength speed?

Who can help me get my month back? Is there an ombudsman who deals with these companies?

Afrihost has made me pay for services and have delayed providing those services for over a month with another excuse every day. They have taken money from me and infringed on my time and resources. They have affected a home based business and resultant income.

1. They initially blocked me from services, after doing the installation in my home by the fact that I had an arrears amount owing. They made it seem like I did not want to pay. Not only did I pay it that same day, I also settled the new amount owing for services. This was all AFTER installing the hardware needed.

2. They contacted me to tell me that there was a fault in connection with my router and it was being sorted for delivery, they made this my issue as I could not provide them with a number as I did not have on which was submitted on THEIR equipment

3. They have now ghosted me after taking my money and saying the installation was done incorrectly. A month later. I have contacted their call center and they have hung up on me repeatedly. I have submitted to Social media and they have removed my posts and say that I have not contacted anyone, I have trails of emails and screenshots to prove other wise.

This is not the first ticket or my email response. This is about the fifth. I would like to know

Why is there such in-efficient and un-dedicated customer service?

Why does no one care to resolve this?

Why this was not brought to my attention when I wanted to pay upfront

Why can I not get someone to call me?

I have also tried your Whatsapp version, again no responses and lack of care for the client. But EXTREMELY efficient in asking for money.

I have seen the SM feedback and there are alot of unhappy customers due to your poor service. There is no managerial supervision and no responsibility for the clients.

Fibre lines with Vumatel are regularly down or too slow and are not resolved timeously.

Days go by with no estimated time of re-connection. Afrihost continues to charge clients during this time where there is no service or a sub-standard connection.

Kelvin area, Gauteng

Current problem started from 23 Aug 2022 and is continuing till now, 26 Aug 2022.

Afrihost is consistently billing me for a 100mbps fibre line but consistently failing to actually give me 100mbps line.

I have been logging call after call for months now, wasting time running their tests and trouble shooting and nobody is able to offer a proper explaination.

I've demonstrated on several occasions that the actual internet speed they are providing me with is FAR below what I am actually paying for - consistently every month. When calls are logged the problem is temporarily resolved and then it reverts back to the same.

Bottom line is that they are consistently failing at providing what I pay for, with no proper explanation as to why this is.

Please investigate this issue with them as the people I've spoken to seem not to have a proper explanation. To me, it seems as though they are intentionally throttling my line during certain times to reduce the speed I get.

Only to correct this when I complain and then revert to the same after some time.

In effect it seems., I am actually being ripped off.

Thanks

Emails was down for 7 days and we are about to lose our biggest client due to this.

Affrihost failed to provide a backup plan for not having emails for a week.

even our Client suffered damages in losing clients because of the downtime.

This was embarrassing for both us and our Clients

Chris Despy [protected] Budget Marine.

Ordered the above goods on the 12 JUNE 2022 and this was delivered to your courier yesterday 14 June 2022, Had a call this morning where this was acknowledged they had the parcel, BUT to be told I will only receive this on the 20th June 2022 a further 6 days just for the courier to deliver the goods is UNACCEPTABLE. I am sure that this is not ACCEPTABLE to Afrihost or meets the terms of the agreement you have with this courier.

My Contact number is [protected] eMail chris#despy.org

I would like to bring it to you that I have not had the best services from you this time around. I purchased data for an existing MTN sim card on the 25th of May 2022. The status has been "Request sent to MTN" since the 25th of May 2022. Now based on your website and communication, provisioning takes up to 72 hours. It's been two full weeks of no explanation as to what's happening. Every time I chat with someone on WhatsApp there's a different story. I've been told that the service is active, there have been 3 escalations with no solutions and I'm tired of this. Can someone there by Afrihost who cares let me know why provisioning a sim card has taken two weeks?

My name is jan.i ordered a 40/40 fibre line beginning of March 2022.after taking almost a month to do the installation my fibre was up and running. End April 2022 I got an invoice for R827.thats my monthly subscription. On 4 may 2022 I spoke to the support on whatsapp about the debit order that didn't go off on 1 May 2022.according to the consultant the outstanding amount is R827.on 5 May 2022 I received an sms stating that my account is in arrears and have to pay within 5 days or my account will be suspended. I logged in to client zone.when I resubmitted the payment it stated I owe over R2600.i contacted the accounts department and the lady said I owed just over R1900.apparently I am being billed for extra fiber cable used during the installation which I was not aware of. Nobody told me about it.seems to me that afrihost invoice whatever they want and if I don't pay my fibre will be suspended and are liable for the outstanding amount whether I know about it or not. I am totally discusted with the service of afrihost and will not recommend afrihost to anyone.

I've been experiencing connection issues for the past 2 weeks with and average download speed of 0.98 Mbps and every time I'm either being told it's with MTN and there's noting they can do (although it's THEIR vendor) or it's with their LTE department - again nothing they can do or they simply don't respond (sent 5 complaint mails already!

What a rip-off!

I have a Reseller Package at Afrihost,

Afrihost Locked my Account Yesterday with No Prior Warning.

I was busy creating New Accounts for New Clients,

I went to their Support contact services, and when I asked what is going on they just give me a link to submit for them to review, my problem this is not a 2 minute task and now why did they not ask me to provide all this things without just Locking the Account and leaving me to Loose Clients,

I have been trying to get them to activate the account and that I will submit whatever they require but when I have time and given a reason as to why I should do thid this hideous and time consuming exercise

Its sad to see that such a prominent company like Afrihost is scamming normal hard working citizens of south africa. Afrihost has been deducting money from my account without my consent, the situation was addressed and they are still doing it. The best part of everything is that i am not even a afrihost customer, i do not currently use a afrihost service. The CEO of afrihost does not respond to clients, this is by far the worst serviced company currently in South Africa. IF you value your hard earned money , lifestyle and happiness stay away from afrihost. #worstfibreserviceprovider

Hi Afrihost,

Background of the issue:

I had an issue with my MTN Fixed LTE package and raised this with the consultants on WhatsApp which I further escalated to the support department on the 13th of January as per "Support ticket: SRL-[protected]".

You can review WhatsApp chats from this number +[protected] - Mawanda

A call was logged with MTN "5739469" which after numerous attempts, is still pending with little to no communication from your service provider (MTN).

I further cancelled the "Air Mobile Data Prepaid Data Packages" due to poor performance (call dropping) which is indicative that MTN has issues with their network.

I have had to top up my partners' package which runs on Telkom LTE ([protected]@afrihost-telkom), I have purchased bundles in order to complete my work due to the MTN package not working. Safe to say this has been a frustrating and costly exercise.

Fixed LTE MTN status:

Available Night-Time Data (from January)

199.99GB

data allocation

200.00GB

Available Data (from January)

95.75GB

data allocation

200.00GB

"

Please review my monthly logs as of the 13th and you will see constant disconnects and no data movement due to the idle connection, the few times it worked, it was highly inconsistent.

In the last week of the previous month, I opted to purchase a Telkom package as the communication with regards to the MTN package ceased without any explanation so it became clear that this will not be resolved.

I was charged a pro-rata for the remaining days and I paid, despite the SIM not yet delivered which on its own has been an awful experience due to delays from your couriers.

One of your consultants Mmathapelo assisted with crediting my account for the then cancelled MTN Fixed LTE. Refer to this ticket for further comms: UFX-[protected]

Expected Resolution:

1. My MTN LTE roll-over data is to be allocated to my Telkom LTE package. - Due to technical reasons this is somewhat impossible.

1. Due to the technical difficulties of the above, then simply top up my Telkom with the equivalent of the MTN package, that is technically possible correct?

1. The value of my MTN LTE to be credited to my account for the next billing run, I will settle the difference.

Whichever option you find suitable, I cannot spend half of a month dealing with this mess, then forfeit data I purchased and could not utilize due to your issues be it from your service provider or not but I paid for that data and I want it.

Current Status of the matter:

1. Consultant told me the issue was escalated to management.

2. Another informed me that I had used 50% of the package then, therefore, cannot be credited.

3. No management level wanted to get involved with the issue instead this has been passed from one low-level consultant to another.

4. This is ridiculous service.

Kind Regards,

We moved to a new house and we needed to install a fiber line. I created a new account via Afrihost and awaited confirmation for the fiber installation. Openserve was the only last mile fiber provider for the installation.

The fibre was installed on the 23rd of January. It was communicated that the there is no light signal on the fiber. The technician also did not leave an ONT box. it was said that it will be brought when the light signal on the fibre is fixed.

With this, Afrihost already couriered the router and are under the impression that I am a lucky customer and using their internet...

I am however very frustrated because I cannot log a query via Openserve and Afrihost needs to do it. I am already waiting the entire week for Afrihost to give me any feedback to when the light on the fiber will be connected and when I will receive an ONT box and thus start to use what I am paying for!

As a lot of people do these days, I work from home and I need the fibre to be connected and working!

I feel at the moment it would be better to try my luck with another ISP that can hopefully get more done with Openserve!

Your customer service consultants need to be trained and taught how to deal with questions, answering questions and understanding when a conversation is CLOSED, as per your WhatsApp Guidelines.

Your Head Office needs to train your staff on dealing with customers via the telephone, understanding the reason for the call, and addressing the same. Rushing a complaining customer to SALES does not resolve my complaint.

Your service consultant then transfers my call to another department, who advises that she is part of Technical Services and I should address my complaint in writing via email.

Really!

I gave notice on the 30th of September for change of address waited 2 days as arranged and still no service received and you have been paid for it. No one is able to solve this issue. Pathetic and incompetent!

When are you going to connect my sim card. I hvae been waiting 3 days now, going on 4. It is ridiculous! i need my wifi today! what is wrong with mtn's lte department that they can not sort this out?

very very dissapointed, already getting an invoice for next month, but haven used any data yet!

contact me asap en resolve the issue or i will go to facebook and everywhere.

Thank you

[protected]