Afrihost
Reviews and Complaints

I cancelled my mobile account and it showed no other packages so that was fine then 2 months ago i started getting debited for the +plus add on and get told that they might or might not refund me. I cant get my one time pin to get in to see it cos im in the uk and no1 wants to help me cancel or refund this to my account. I cant and have not used this at all and was never told that i have to cancel both packages. Is this afrihosts way of steeling money from their customers? Is this how they do business? Is this really the right thing to do?

Since joining Afrihost, it has been an uphill battle starting with hanging on a phone call for 30 min plus then line cut took me three days to finally get help the first time. You can get no help at all after 5pm or on weekends, my fibre has been hacked since Thursday they have no idea how this happened nor a solution to stop it in the future, the situation was resolved for half a day so since Friday have basically been without Internet, was blocked from Afrihost whattsapp much easier to do that than actually work and help a customer and I am paying for this crap. A business stays in business with customers and I am not a happy one and far from recommending your company. Still dont have internet Monday Morning 7.20 am.

I applied for uncapped fibre with Afrihost on 28/01/2019.

1. When entering my address showed that I have 2 option for the installation of the fibre to our home. Octotel and Vumatel. After waiting more or less 2 weeks I had to contact Octotel as nobody contacted me. I was informed that only Vumatel was approved in our complex and therefore they can't assist. I was really not happy that the option was available in our area and valuable time was wasted.
2. On the 8th of February I phoned Afrihost to change the option to Vumatel.
3. On the 18th of February I phoned again, the order was never sent through to Vumatel.
4. Today I phone again and was informed of a waiting time of 6 minutes. After waiting 10 minutes I put the phone down.

I am not happy at all with the service of Afrihost and at this stage I am thinking of rather cancelling the deal.

Regards
Esma
Cell number [protected]
Land line [protected]

Afrihost amounts to nothing on any scale
When the promise of fibre came to our area I started looking at a service provider and found Afrihost to have what I wanted. This was around mid 2017.

Did they meet my expectations. LOL.

In the 2 years since then they were able to deliver a router a week after I signed up and to charge me for that router 2 years later because their courier service failed to collect it from me twice on appointment.

Needles to add I cancelled the service in 2018 due to no action from any Afrihost employee on any level, and again in 2019 due to no action from any employee of Afrihost on any level.

For the last two weeks unidentifiable guys in a bakkie are wringing at our gate saying they are here to install the cancelled fibre.

Lastly this company insist I return their router for me to be refunded. They gave me absolutely nothing in two years and did not collect the router on two pre arranged dates set. How do you trust you will be refunded. As discussed on many forums I read, all customer service is automated responses. Thank you Afrihost for absolutely nothing what so ever. I trust you understand that I will spread your complete lack of service and customer service wherever I can. You are fraudsters and a scam at best.

To Whom it may concern at Afrihost

My Husband took out the Fibre special in January 2019 for R 649 incl installation that expired on the 31 January 2019. this is for the 10mbp.

upon deciding to go with Afrihost, we have been getting quote on Fibre, for some odd reason a service provider Axxess that we got a quote from, placed an order and he immediatlyu called them to cancel this. due to some mis communication they did not cancelled it and activated the line . we did not require any installation as we already had fibre installation from last year. on the 14 January 2019, we received an email from Afrihost stating that they just need to activate or migrate our line to them and this will take 1 week. ( order number is AHB492FCC3887D, we even got debited the R 1 and received the router from Afrihost. My Husband was under the impression that Afrihost has activated us. when he received an invoice in February from Axxess he queried this as we did not approve any services from them. we received an email from them stating that it has been cancelled - object num VT-NW-OB-1813 and to send this to Afrihost so they can activate this line. a guy from Afrihost called us and assisted us to activate the line however at the end it was not allowing us to be enabled, and the reason that we got that they need an email from axxess stating their services are cancelled. when my husband called Afrihiost again they now want us to pay R 995 for some activation or installation fee. i dont see why we need to pay for this as we took this out in January, we have Afrihost router all we need is just to be actiavted. there is nothing else that needs to be done. i dont see why we have a active router but no fibre

i need someone to call my husband today to sort this as we will not be paying any additional charges as your January special clearly states one price of R 649 and nothing more. if our order was not processed, why did Afrihost send us a router and sent an email to us.

It has been two weeks without internet my router that had been working for over 5 months suddenly stop working on 26 of January have sent email to Afrihost only thing they are good at Is that they blame another service provider for their problem and every time I get a response on the progress of what happened I receive a form that I have to fill out of what happened and longitudes of where I live. Bare in mind that they have deducted funds for February meanwhile I have no service.

I will spread the word to every one I know not to use Afrihost unless they wanna die of a heart attack

I have called, used Whatsapp and the online options I struggled to get to the point where I was connected... Or rather the point where I am now looking at all the parts but can't get connected.

1. My first enquiry I explained that I had bought a new house and the previous owner was with Afrihost so I thought I would step away from my previous provider and try Afrihost only because all the fibre is in place. The agent listened to my story and said sorry you do not have connectivity in your area. This was an interesting response, I advised I already had the installation so that is a inaccurate response and the website shows I have connectivity in my area. I asked for a Team Lead and was transfered only to be told I do have connectivity and after the waisted 30 minute call I should rather sign up online.
2. I signed up on line that was fine until a day later I received an email telling me that I had
two accounts this was obviously impossible so I tried the Whatsapp help and instead of answering the question they sent me photos of routers which I still don't quite understand how that answers can you check why I received the following email.
3. I eventually had to call technical and ask they assisted while the person on whatapp... Well they apparently still investigating.
4. Router etc is delivered and plugged in now I cant connect, vumatel says it's Afrihost but here we go again they completely don't want to help. So we try call you directed to rather Whatsapp you Whatsapp and before they conclude helping you they just cut the chat as it appears it was the clock watcher agent who had to go home. Now we stuck so I wait for today as the chat line will open oh no it's all offline for all services.

So what's really going on Afrihost? Do you maybe need some help maybe the support of a ops manager who understands service and a HR manager is can structure your staff to improve service levels and hold people accountable? Let's chat maybe you need help and you also spinning in circles not receiving the right level of accountability to deliver on the basics just a thought but in the meantime can you just sort me out for what I am paying for?

I've emailed, phoned, I even tried live chat your service is shocking. I've been with you for years and was always happy! What's happened to your customer service? Have 2 issues that need to be resolved but there's no one answering me! SHOCKING! I have a credit note which you choose to ignore and the signal in my house is shocking. Clearly your customer mean very little to you.

I ordered a fix wireless Router with Afihost on the 4th of January, The CellC 50GB deal, it now the 15th of Jan money is off my account and I have no delivery of the package. I recited a message on the 11th stating it at the couriers and will be delivered in 1 to 2 working days which should be today, the 15th of January. The courier called me and said that the can only deliver on the 17th of January almost a week later. So I now see Mweb has the same deal. I'll probably get it by the 17th anyway, so why should I be loyal to Afihost when in getting poor service. I've call Afihost and complained and said that if I don't get my Router from the couriers today that the must not even bother delivering.

Client number: A19718961
I registered on the 2019-01-08 at 17:04.
All was going well TTconnect came to install in the next few days but I had still not received the modem and technicians even said that it usually arrives before. I went onto the online portal (client zone) and there status did not change since the weekend. When I asked what was going on through their whatsapp customer support I got a waybill number that was not valid. I called dawnwing and they told me this waybill number is not valid.
I then went back onto the whatsapp chat and spoke to Pakie who said they escalating the matter and I will get feedback soon, this was around 8am. I had not had any feedback around 1pm so I went back on whatsapp and spoke to Blessing who was rude and just terminated the chat while I was asking why it is taking so long for feedback.

Blue flashing light on CPE
reported 9am 26th Dec 2018.
Was told vumatel takes 24/48 hours to respond. Decided to Whataspp Afrihost client support today and wanted a ref/ticket number for the 1st complaint and was told that I must have received via SMS, and while I was typing to say that i never got the message she disconnected from the live chat but before that she sends me a list of freeze dates for new installs which has nothing to do with me as an existing client.If all the technicians are on holiday can someone tell me how I could connect to a temp line in the distribution box in our complex until the technicians are back from their holidays or will Afrihost pay for me to move into a hotel till they can fix my line.
I am bound by the consumer protection act in my business so surely false repair times and billing for no services rendered should also be legally breaking the law.
Check my previous 2 complaints which took approx 5 weeks each to resolve due to incorrect address captured by vumatel which I kept trying to tell the geniuses I was in contact with.

I have paid for a full month of fibre provided proof of payment to afrihost and they suspended my service and refuse to reactivate me. I then cancelled and wanted to move to a new provider they have locked my ip and refusing to release it. They dont respond to emails dont return my calls the account manager refuses to talk to me. The CEO has automated response on his email. I've had shocking service they refusing to refund me and refusing to help me I've had 18 days no internet loss of income and they just dont care. They told me to take it to court

I have been without fiber for nearly 2 weeks !
After spending a fortune in telephone calls and complaining and after promise after promise from afrihost I still have no service .
Whilst the staff are pleasant they have no teeth.
This is the second time I have stayed home in order for my modem which afrihost have agreed is faulty to be collected but to no avail . They still want to collect it and test before I get a new one !
This could take another week .
I am waiting for the morning and will cancel my account with them to go to a new service provider .
I would not recommend afrihost if they were the last service provider left on earth .
Signed Lana miller .
[protected]

Looking at my previous posts, it is very clear that Afrihost is giving me very poor service. I received an invoice for December. Today I received a notification that I have used just over 22Gb of my allocated 25Gb. That is while I do not have full access on internet. When I attempt to log in, it says no internet. Now, they expect me to pay for December while I haven't had access to internet for three weeks.

It is a whole week now since my account was closed by Afrihost. They gave me credit but I still have no internet access. Critical Care is busy with the story since Wednesday but nobody can give real solutions. They sent a new sim which I refused to accept as they wanted me to pay for another router. But I think I have the solution- send the Cell-C simcard along with a new router and I give back the old router. Problem solved but seems I'll have to look for another service provider to get this issue resolved.

I signed up for a 25Gb service and after 2 months I stopped the debit order at my bank they debited on dates that I did not had funds in my account. It was after I informed them of the action and got the banking details from them. My account is now suspended as they have banking costs after attempting for a few months to debit my account without success. They now want me to pay their banking costs. I applied for a new simcard as I moved to a new area but am quite happy that they suspended my account. The courier want to deliver the simcard, which I will not receive. I am quite happy to search for another service provider as I do not want to do business with a company that wants to rob me.

I have gotten Free VUMA tel installation via AfrihostSee invoice below- Now 4 months after installation, Afrihost said I must pay Vumatel- how do you do business like that if I have give proof that you have given me the installation for free- I have singed a deal with Afrihost- nothing with Vumatel-

Vuma Aerial New Installation
69 ********** 1 ********** -08-06

2018-08-06

R1, 007.77

Fibre Activation Fee Discount Note
********** 7
2018-08-06

2018-08-06

R-1, 007.77

Vuma Aerial - **********
- Home 4Mbps Vuma Aerial Fibre
- 4Mbps Home Uncapped Fibre
- 4Mbps/1Mbps Vuma Aerial Fibre
********** 2
2018-08-06

2018-08-31

R433.61

Since inception 2018-09-04 my download speeds have been between 9.7mbs - 4.2mbs even though I was promised up to 30 mbs and never less than 10mbps download speeds.

I have sent emails to this effect and been told they would reset the system as well as telephone calls. No blame has been taken but AfriHost wants the money without delivering the service promised.

I want to cancel the service but they won't allow me that either due to T&C's. Surely AfriHost is also against their word with this slow Internet speed.

We contacted Afrihost to get and LTE and we received our router and were promised speeds of minimum 15-20 mbps. At our home, we struggled to get 6mbps.

When we contacted them to cancel our contract, I had to send two emails to get a single response. And in the response, they barely answered any of our questions with a pathetic attempt at apologising for their tardy reply.

I then had to send two more emails before getting a once again useless response, in which not all our questions were answered and no responsibility was taking for what we were promised vs what we were given.

I'm still waiting to hear back from them, after another two emails. Their client services are appalling.

When I was looking into getting on board with Afrihost I phoned to speak to a sales consultant about the best package for me. The consultant said there was Cell C coverage in my area so that would be the best option.
I received the SIM card as I have the LTE device, but when I had set it up the download connection speed is shockingly slow.
I have taken screenshots of my download speed with Telkom (23.42 Mbps) and then with the Afrihost Cell C SIM and it is a shocking 0.67 Mbps.
I work from home and I CAN NOT with with speeds like this.
When I tried to cancel my account it said I'd have to pay a R999 cancellation fee.
Why do I need to pay this when I was sold a product that does NOT cater for my needs.

I'd like to cancel my account immediately with no cancellation fee.
Once there is fibre in my area I'll be happy to come back to Afrihost, but at the moment I'm not happy with this Fixed Wireless Internet.