Afrihost Fixed Wireless Support Is a Mess

Since signing up for telkom LTE through Afrihost, I have had endless issues. I have had multiple open tickets. Tickets have been removed so I cannot respond on them, some tickets get response saying the issue has been escalated to telkom, but nothing ever happens. No feedback is given. Nothing. Most recently I had a ticket escalated to critical care, again with no response. When I logged in to follow up, the ticket had been deleted from my client portal.

I have been with and supported Afrihost for many years, but lately the service has been nothing short of absolutely shocking. Every ticket follows the same nonsense protocol of “log into your router, make sure it is set to 4G only, recreate the APN, turn off your router and remove the SIM for 15 minutes and try again”. If a customer says to you in a ticket that they have tried all the usual troubleshooting steps, don’t assume they are lying. Rather perhaps ask what they have tried and suggest other helpful steps. Alternatively, CHECK IF THERE IS AN AREA WIDE PROBLEM.

In one instance, I asked if it would be possible to send me an MTN SIM to replace the telkom service. I was told no, I must cancel my telkom service first, AND PAY FOR A NEW ROUTER AND SIM. Then a different representative told me I cannot have MTN LTE as I am not within the service radius. I clearly am when I look on the coverage map, and my neighbors have an MTN LTE account THROUGH Afrihost themselves.

I recently placed a pending order for fiber through them as a rollout has started in my area, but with the state of their support for their LTE products, I am having second thoughts.

If anyone from Afrihost actually reads these reviews, I hope you can contact and assist me in some way. As it is, I feel I’d be better served taking my business elsewhere.