Afrihost is useless....

AFRIHOST is useless……. How to make a very simple process into a protracted issue!!!!!! 30th January 2023 and still no response from the Managing Director…. Here is synopsis of the issue. We moved house…. We wished to transfer our Wifi – Fibre service from the old house to the new house. A simple migration, right… Well no….. ☹ We informed Afrihost a month before we were due to depart from the old house at the end of November 2022. Since this long drawn-out saga has been unfolding we have had to use a LTE router with a pay as you go SIM card to have access to the internet in the interim, which has been a costly exercise.

At the beginning of the process when we contacted Afrihost, and were informed that it would merely be a simple case of transferring our account to the new address. That was not the case, as the previous ISP does not serve the area. We were then informed that another ISP covers the area and that we would need to migrate the account. That was not the case. Our understanding was that the current issue was that the previous resident had not cancelled their account with the ISP, which they have now done and therefor the 'line' which was blocked has become available at the end of December. We had to follow this up several times to obtain this information.

This is not the great quality of service we have experienced from Afrihost for the past 4 years.. I will share with you in good faith and without prejudice that because we are so frustrated by the lack of service and follow up from Afrihost, even from your Managing Director, we are exploring other service providers. As mentioned above and in frustration over conflicting and confusing information being provided by Afrihost, we eventually reached out to the CEO of Afrihost Gian who initially responded and promised to follow up and get back to us. We are still waiting…….. Below I have shared my wifes email to him and below that is mine to him. We await a response….. (YB) - Sent on the 13th December 2022 Dear Gian I'm reaching out to you because I am extremely disappointed and frustrated with the lack of service I've been receiving from Afrihost. We have been clients for over 4 years now and have always been happy with our service but this has now changed! All we want to do is transfer our account to our new address but nothing is being done. We have to switch to another ISP as they service our Pinehurst area but because the previous tenant also used them, we were told to just do a migration. However, the previous tenant cancelled late and was also not a client of Afrihost. This took almost 2 weeks for a support person to find out and relay to me! I am continuously sending emails to Support with little or usually no response. I have asked that our request return to a NEW APPLICATION with a Router but have still not received any response. My husband and I both work from home and this is becoming very expensive for us as we have to use data on a LTE router. PLEASE will you assist in this matter urgently so we can get it sorted out? (MB) – Sent on the 21st December 2022 Dear Gian, I am following up on my wife Yvette’s email of the 13th December 2022 to enquire as to when we will receive the courtesy of a response and a workable solution to our request. This is not the level of good service we have been used to from Afrihost. To say that this is shocking is an understatement!! As my wife has shared below, we both work from home and rely heavily on our internet connectivity and have been having to top up our LTE service at a premium price. Should this not be positively sorted out by close of business tomorrow, we will have no option but to go to Hello Peter to share the terrible experience we are having with Afrihost, and potentially find another LSP. I am so disappointed that it has come to this. 16th January 2023 The Project co-ordinator of the potential ISP informed us that the line was open, and that Afrihost could go ahead with the order. The ISP’s infrastructure is already in situ at the new house and that there should not be any problem to activate our new account through Afrihost….. As at the 27th January 2023 Email received from Afrihost today – “Unfortunately, the address is still showing as blocked on my end - do you have any active services still running with any other ISP's?” The answer to which is NO!!!! And still we await a response. Going to another service provider…..