#Afrihostmustfall

<p>#Afrihostmustfall</p> <p>It is now three weeks since I requested Afrihost telephonically to cancel my connection at my home as I was moving to a new home. On 28 May I lodged a support ticket for the cancellation:</p> <p>From: Duan Van Der Westhuizen<br />Sent: Sun, 28 May 2017 at 20:16<br />Subject: ClientZone - Support Request : General<br />Ticket: ALR- ********** 6</p> <p>I am moving house on Friday 2 June. I have logged this with Afrihost on 24 May, but I do not find it in my Support Ticket list. The new address is X ***x Street, Westdene. There is a Vuma box on the wall, bu the connection into the house has not been done. Please advise regarding my options!</p> <p>RESPONSE: (Note FOUR DAYS later)</p> <p>From: Kayla N - Afrihost.com<br />Sent: Thu, 01 Jun 2017 at 08:27<br />Subject: ClientZone - Support Request : General<br />Ticket: ALR- ********** 6</p> <p>/snip</p> <p>The good news is that its easy to get you up and running at your new place. All you will need to do is.</p> <p>Sign up on the Afrihost Website by entering your new address into the coverage map. Sign up the package you want and specify that you will be -Migrating your existing Vumatel line-</p> <p><br />On 1 June I was billed for the old place (fair enough, I did not give a month's notice) BUT also billed for the new place and a migration fee. But here is the kicker: There is no connection at the new place! A Vuma box on the wall, but no fibre into the house! YET, see the arrogance of Alek K in the correspondence below.He insists that I signed up for the service, that it is Active and that I must pay. What a chop!</p> <p>I'm told I have to deactivate the old package in the client zone. Which I proceed to do. Yet, the package is still green-lighted, showing "active", although the "re-activate" button is now available. This is the package that I asked to cancel on 24 May (by telephone) AND 28 May (support ticket) (and that I'm prepared to pay for).</p> <p>I request a refund of the money that Afrihost *******ly took from my bank account, as the service has not been migrated (R999) and there is no "package" at my new home (R799).</p> <p>On Wednesday 14 June I called Afrihost again to ask to have the package cancelled at my former home. The support agent sounded a bit flustered, asked someone else something, and then mumbled something about requesting "Lines" to remove the "object". Tonight I went into the client zone, and lo and behold, the package for the former home is still there - however, now there is traffic (16GBs). I haven't lived there for two weeks.</p> <p>And still no communication about the non-working "active" package at my new home. The connectivity shows active, but NO DATA and NO IP address. Yes, I paid for migration that did not happen, and service that does not exist. This is a NIGHTMARE. I want my money refunded, and after that I want NOTHING to do with Afrihost. The kicker: note the arrogance of Alek K in the mail correspondence below:</p> <p>From: Alex K<br />Sent: Tue, 13 Jun 2017 at 10:29<br />Subject: ClientZone - Support Request<br />Ticket: JHM- ********** 8</p> <p>1. I CANCELLED THE XX XRAT PACKAGE, YET I WAS BILLED FOR IT</p> <p>afrihost - > we have a one month notice period. cancelling eg, 25/06/22017 will still have you pay for eg july 2017. Hence why you got billed.</p> <p>>> I accept this</p> <p> </p> <p>2. I DO NOT HAVE SERVICE AT 3 ABERDEEN, YET I WAS BILLED FOR IT. I WAS ALSO BILLED FOR A MIGRATION, BUT THE MIGRATION HASN’T HAPPENED</p> <p>afrihost -> your service is active. If this is not the case then let me know. I can take care of it, but ordering a product that works puts the onus to use it on you.</p> <p>>> It is NOT ACTIVE. IT DOES NOT WORK</p> <p>3. PLEASE REFUND ASAP THE 3 ***XX PACKAGE AND THE MIGRATION FEE.<br />You still have both products active on your account.<br />This will not go away until you cancel one of them.</p> <p> </p> <p>>> ARE YOU SERIOUS? I'VE BEEN TRYING TO CANCEL THE ONE SINCE 24 MAY, AND THERE IS NO SERVICE AT THE SECOND ONE!</p> <p> </p> <p>The consultants who rep**** prior to this conversation have detailed the steps to get rod of the unwanted product and would perhaps allow me to effect the required billing changes.</p> <p> </p> <p>>> NO THEY HAVE NOT</p> <p> </p> <p>PS: I think the confusion may lie therein that the support ticket was selected for UNCAPPED ADSL, because there is no option for creating a support ticket for FIBRE in Accounts!!</p> <p> </p> <p>afrihost -> there is no confusion on our end.</p> <p> </p> <p>>> JUST DENSENESS!!</p> <p> </p> <p>Please, can we resolve this matter now?"</p> <p>afrihost -> yes, but we need your input and co-operation</p> <p> </p> <p>OH MY WORD: I SEND AT LEAST TWO EMAILS FOR EVERY EMAIL I RECEIVED FROM AFRIHOST</p> <p> </p>