Afrihost
Reviews and Complaints

since the commencement of my Fibre line contract with Afrihost, I have received nothing but a lack of service.

There has been a Fibre line outage for 3-4 days at least once every month.

Recently and as a result of the COVID-19 pandemic, I was forced to confront the issue as I now work from home.

As a small business, have lost more in the past 2 weeks and my business has been crippled because I rely on my connection to keep in touch with my clients. When I bring this to their attention, they show a complete lack of empathy and simply scapegoat TT Connect for the break in fibre. That, or they simply ignore requests for support, keep me on the phone for hours and promise to phone back, but don't even have the courtesy to return my calls.

This is the worst experience of my life. Afrihost has, in the literal sense of the phrase, taken food out of my mouth.

I am disappointed and frustrated and I do not recommend them as a a reliable, transparent and ethical service provider.

We are private domestic users in Rondebosch Cape Town. At the end of April, (almost a month ago) quite by chance I happened to look at our internet profile and our invoicing. I realised that there was a package (the call Pure Fiber) that was R500 a month cheaper than our package (Open Service Premium Account) for the same internet speed. I called them (that in itself is a process) and determined that the product was in fact better for the lower price. In other words there was no catch. They claimed that they had advertised this new product and they claimed to have sent us emails. We cannot find any proof of emails (not even in our junk boxes).

I have lodged a complaint. My reasoning is that they knew full well that I could get the same product for R500 a month less, yet they continued to charge me the higher price. They could have changed my contract automatically and waited for me to complain that I was paying less. Instead the chose the low road and ripped me off over 10 months. Internet providers have long over charged customers and this is an example of blatant unethical over pricing. I would be unsurprised if there are plentiful other cases just like mine...

I absolutely disgusted with the service I received from Afrihost.

We have a Mobile LTE account and have been out of service since the 1st April 2020.

I have been on the phone with 8 different people at the call centre over the last two weeks and all I get is empty promises and apologies.

I have paid the R799 for the service, wrote and left messages for the management who don't even have the decency to contact me back.

Here is the problem, I'm still without internet, and no it's not a slow connection " I have non "

It's the 10th today and I have subsequently cancelled this account, and managed to get internet from another service provider.

I'm sitting with 398 gigs on this account which I'm unable to access and obviously not use due to the time limitation end of April.

I would like for the R799 to be paid back to me, as this service has now become useless to me.

E mail my Tswane electrical bill but still haven't heard anything . ?

I have logged over 7 complaints with afrihost about connectivity issues, which they have to escalate to frogfoot, but everytime frogfoot replies to them with requests for traceroutes and screenshots, etc. They have had so many traceroutes sent to them but still we get this same message over and over. Unfortunately they are the only fibre providers in Port Elizabeth, so they just ignore our complaints since they know there is nothing I can do about this, and poor afrihost call centre is the middleman that gets all the flack.
Surely this is abuse from their side, and there must be a way to get this issue resolved. This situation is typical of the type of corrupt business ethics in this country. The customer comes last as long as they get their money. This same post is going onto facebook, twitter, and every other platform I can, and then by the end of this week, the newspapers and radio if I can. I will not stop until this matter is sorted.

We had a 10mbps download and upload line, but struggled with buffering after 5pm, then upgraded to the 20Mbps package to try and remedy the problem, buffering is even worse, logged numerous tickets, did numerous tests on your request and still no improvement, you claim your packages are uncapped, but I am convinced you throttle us or you do not have sufficient broadband, goodness what else do we need to do to get this fixed? You came highly recommended, but I am not satisfied with your service at all. Please my money does not buffer into your account when it comes to paying on time, your service is below standard, if you are interested in solving our problem please contact my husband on [protected]

I really hope someone at Afrihost is reading this.

My internet went down on 26 October 2019. I reported this an enormous amount of times via all available channels, but to no avail. I was told to reset my router (I did ), change my router (I did, cost me extra money), but the problem was the actual DSL line.

As Afrihost was managing my DSL line, I feel that they had had a responsibility to ensure that I had some form of internet. After a whole month, I have had enough and decided to cancel. This was 22 November 2019.
Please note that I still had to pay in full for a nonexistent service.
On 1 December I received a mail confirming the cancellation. However, the line was not released and I could not cancel with Telkom. So now I had to pay for two nonexistent services, because Afrihost did not release the line. After close to two hours on the phone today 8 January 2020 between the two companies, my line was suddenly miraculously released, although, according to Afrihost, it was done on 1 January 2020 (!).

I also had an atrocious experience trying to cancel and move my domains from Afrihost and it cost me extra money because of incompetent support staff. I also now have to redo my website. Thanks again for nothing Afrihost.

I am incredibly unhappy with Afrihost. After a good many years without a single non-payment on my side, I have been treated poorly and I still have to fork out money left and right.

The bottom line: Afrihost would not have lost my custom if they had offered me a solution. If an alternative had been offered, or even a refund of sorts, I would probably not have cancelled with them. As it stands, I will tell the world what a terrible customer service they provide and I will never do business with them again. Sadly, after some surfing on the internet, it seems that I am one of many many many unhappy customers.

This is no way to run a business. Keep your customers happy - and you can start by actually providing the service they are paying for.

really disappointed by Afrihost its just a bunch of lies.
I bought fixed wireless. what they call plug and play you can move with it around but then I realised its not true every time you move the device around you have to phone them to unlock the device and connect it to the new location.
then they said don't worry you can reach us 7 days a week, our whatssapp team is available until 8 pm so we can connect your device but its another lye because Friday 4 pm WhatsApp is off line, call centre the same ...
Saturday same story still no one to contact ..all lines off ...
Afrihost is just waste of money and pure lye

Our internet just stopped working on the 11th of November 2019 at 11:00. I phone Afrihost and it was confirmed that there is a problem with the line. A call was logged. I phoned again this morning and another call was logged. I have just spoken to several consultants who says that the Technician must first establish a few things before they can look at the problem. This is already the second day? How long does that take?
I could not work for 2 days already and my daughter has got online exams to finish. Now I'm told that I have to wait. This is ridiculous. I have to work and lost 2 days already.

I've called on numerous occasions regarding the same matter. When I signed up I requested to be debited on the 15th of each month. each month the debit order been going off on the 1st. I then queried this with the accounting department who in turn said I can simply resubmit debit order on the date I prefer which I've done for 3 month without issue. October my account got suspended due to continuous non payment? I then called in regarding this matter to a very rude and arrogant agent telling me there's only one date and that there's nothing she can do, I then requested to speak to a manager to help me find an alternate solution she refused to transfer me saying the manager cant help me. She then hung up the call while me talking. Eventually s the 15th came i paid via EFT as the options i got in client-zone. This month November, they want to cancel my account because of late non payment again. Again i called in to request to speak to a manager to find an alternate solution. Again to a very arrogant agent who also refused to forward me to a manager. I then proceeded to explain in a very annoyed tone that I want to speak to a manager and that I don't want to hear what you (the agent) cant do instead a manager to find a proper solution to my request. She then hung up on.

I'm being inconvenienced on a monthly basis with false information in the beginning of the agreement where I requested a debit for the 15th of each month. You guys accepted my terms and proceeded to install your service at my premises only to find my agreement is not being met and that your company only debit on 1 day. Then I can advised that I can just resubmit my payment every month on client-zone. Now you suspend my account and no you want it cancel my account. But my account to date has been paid with in the month billed. November I still have to pay.

My issue here is that the arrogant and terrible attitude of service your first point of contact agents are appalling.

Looking at your resolution stats as well only 4% of your issues are resolved which means you don't really care about the service you providing your clients.

I feel that each client situation is unique and the inability to adapt to the uniqueness of your clients are seemingly undesirable. If this were a monthly contractual obligation where you providing me with a service for a agreed amount of month then I'll understand the strictness towards debit date, however this is a open month to month contract which should allow for different solution based n a clients needs. and my need is that then debit date I initially request be instated.

But that wont happen because your company does not want t incur any cost that gives you a lower profit margin. Your services are not customer friendly at all and not recommendable

The afrihost structure was easy and straight forward until they added security where an account is getting disabled without a proper indication why they blocking you accounts as i have been paying on time and never skipped a payment both my domain and 2 of my clients domains have been blocked for over 2 weeks now been submitting review forms when i call they tell me they haven't received anything, they advise i take screenshot of all the document requested and send through an email to accounts@afrihost.co.za when i follow to see if its unblocked as our routers are all disabled we can't also access the cpanel to create new stuff emails or rather use internet at the office no feed back when you follow up they tell you that security is still busy no eta on how long they going to take sent through emails to security copied accounts no feed back to say they received it. We seating at the office using our hotspot to work and send out mails while afrihost deducted from our accounts.

i have been with afrihost for about 4years now and i never had an incident like this before but now i'm really disapointed

two ref numbers i got REf: KRT-[protected] and JFA-[protected]

Fibre line down 2 weeks now. Logged call and was told TT line down & that it would be reported. Follow up yielded that no one at Afrihost bothered to report it. Lots of apologies and assurance that it would be done. Follow up yields a W/app that TT must send a technician and to provide ref no? If call was logged surely Afrihost has reference no? Very disappointing as no indication as to when this TT person will arrive and no communication provided by Afrihost that they are even attempting to assist. We were assured that they were the best provider & on inception they were excellent - yet now that we are clients no one is interested in assisting. My account no is A17560249. I would appreciate if someone could assist - even phone line mess recites that phone lines are closed - seriously?! Team is currently off line - seriously?! W/app also off line - seriously?! I can only assume that Afrihost is not interested in their client base & if we receive no productive feedback within the next 24 hours - don't bother - just send us procedure required to cancel our subscription and please be sure to reduce my account by relevant time service was unavailable.

Sincerely disappointed with the well below average standard of service received! In today's technogical age with so much competition I would have expected better - shame on you Afrihost!

Afrihost cheats their clients out of data and charge you extra.
I am unable to see how much data I have used and they cap you all the time stating that you have exceeded your mobile data. Then I have to pay a re connection fee each time. Cheats is what afrihost is
Do not use them.
Worst service you can imagine. For month now they tell me it will be resolved and nothing happens. Today I had to pay to get reconnected and still I cannot see how much data I use daily.
They never come back to you either.

AFrihost really has the worst customer service and don't deliver at all. We had a fiber line with them. Firstly we did not get service in terms of internet as they advertised.

We have decided to cancel our line with them and continue with a new provider. However in order for this Afrihost needs to release our line. It has been more than a week and we have been calling and fighting for them to release our line and to date they have still failed in doing so.

They do not call or put in any effort to resolve any problems and we have to call them, email them and to date we still have had no luck in having our line released!

We have tried to cancel my Afrihost account since 1Jule with big promises to have a time to help us offered month free just to experience the same poor connection with being forced to pay for a another month. After paying and waiting for another month to cancel now we can't move to a new service provider because Afrihost refuses to remove there line.
Now we stuck without internet for 7 days already after following their procedure and just to support or effort to have this resolved.

I switched from ADSL to Fiber with Afrihost as my ISP in both instances.
Since changing, they now tell me after the fact that my email was cancelled through this process.
Now I am unable to receive emails on my original email address any more. I asked them before I switched to fiber and was told that nothing would change and the process would be seamless.
What is going on? How is this possible?
David Lipman.
[protected]@afrihost.co.za

I have reported afrihost to Central Domains Authority as well as ICANN i see i am not the only one with numerous complaints, they are incompetent they don't even read the letters sent with instructions from clients in email and then they would answer they did not read the letter ? why is this company still have its door open? they lost all my work i done on a website to the value of R35000.00 as well as clients emails and existing website. On top i spent 9 days attempting to get it in there heads that they messed up m a simple domain pointing to another host and they go mess that up. Im going to sue for loss of work, inconvenience, my time, clients loss of business and and im closing that doors there directors are directors in axxis as well who fall under re-seller for cisco. I am one as well and im reporting afrihost to cisco as well as axxis as their company directors wipe them selves off on the client.

Afrihost has rude staff members- if they don't drop the phone on your ear---they send you to do the run around. Upon cancelling my order I went to the office to drop off the router and one of their staff members Unathi Memela was arrogantly shouting at me instead of trying to assist- she has such revolting attitude that I vowed to report her and Afrihost to the human rights commission, consumer protection and also the Ministry of telecommunications. Now I need to beg for a service that I'm paying for? Staff members must be under the juris of some form of code of conduct- as you never know who you dealing with. I definitely will not let this one go as I have battled with afrihost for 3 weeks. Hlulani and his colleague (Indian guy) truly tried to assist- grateful to them.

So this company is hosting our email services for the last 3 years, over the past week all our emails from June 2018 up until now (11 July 2019) has simply just disappeared, for the life of me i do not know what they are doing on their side, We have sent more than 20 emails as well as more than 20 calls to try and fix these issues we are having. working in the financial institution where it is imperative to have records of all transactions this could possibly cause our company to close down. Hence we set up IMAP accounts to keep it for a period of 5 years as stipulated.

Re: [#GTC-[protected]] - Reference number issued by Afrihost
Even as i am typing this message no attempt has been made made to fix this issues.

Netflix is our thing and has been since getting Fibre a year ago.
However, its been around 2 weeks now that our TV wont play via WiFi for longer than a few minutes. Ive checked the WiFi on my PC as well as phones and laptops, rebooted all incl. the router etc and all are intermittent but the WiFi single is strong. My PC just says no internet connection. But it is connected to the router. Sometimes works and sometimes does not.
Could this be a Fibre signal problem? Who knows as the support I get from Afrihost is very limited to the extent that I thought we had it solved but then 5pm came round and bam...absolute silence from Afrihost. And today after several emails to try talk to the same person I still have no response after 24 hours later.
Is it possible to give a company zero stars? They deserve it.
The so called helper...Josu Cyriac @ Afrihost Fibre Team...chop