Poor Service and Delivery need a resolution

Item: Afrihost.com
Rating: 1

Customer Services Poor and Delivery and False information and failing to inform customers. In June i join Afrihost, in regards to a product Fibre to the Home. Special advertised :Free Installation ,Free Router and No Start up Cost. I registered via the Web Site and eventually . I called their help desk and was advised that the special was correct so i app****. In applying via their website the costing appeared and i could verify that there was no cost involved and a credit for the installation and router i felt happy as it was in my Budget. June July Passed, i still waited for installation . Eventually vumatel came out and installed Fibre in the complex. A few weeks later Vumatel called me to advised that they were ready to install in my Complex at no 54. I was excited, they came out on the 04th August a Friday completed the installation and by Monday they issued me a Object No after querying the status of completion I called Afrihost for assistance to what was the next step , it took me 1hr to get through to their help desk. I logged ticket after ticket. and not one person called me back. I went via the chat on Live and was issued incorrect information . When i quiried cost again i asked Afrihost ok the installation was complete, whats the next step, their agent advised to enter the object no, i then re verified cost can we reconfirm . I was then advised i would only pay R497 for what i was register for i still felt unsure. I also quireied with them to status of the router delivery and why i should enter the Object no..will cost occur and i dont want to have a product and cannot use. Still no results or solution from them. Eventually the weekened came 13/08/2017 i then logged on via their website and ententerred the Object No under connectivity , in a few min later they debited my account for R597.00. In another 5 Min later i get a sms that R2709.00 is also due,lucky i was low on my balance,it never go off, i recheck the status of the account via the loggin on the live system for afrihost ,next thing i see my account status is arrears and i have 15 days to resolve . I then logged a ticket with Afrihost to why. No call back or email to explain or to advise. I called their accounts department 14/08/2017 and the agent advised he will call me back in a Hr and nothing happened. He also advised he has placed a inquiry and i will receive a email and still nothing. Ticket ID: KSM- ********** 5 Ticket ID: WNG- ********** 6 Ticket ID: NZJ- ********** 8 Ticket ID: IEU- ********** 2 Ticket ID: GZA- ********** 3 RE: [#MHW- ********** 1]: Afrihost fibre Ticket ID: WNG- ********** 6 From: Steph.M ********** Sent: Tuesday, 08 August 2017 4:20 PM To: Bradleigh Abdurahman Subject: Chat Transcript with Steph.M Hello Bradleigh, Thank you for taking the time to chat with us. Below is the complete transcript for your reference: ------------------------------------- Why are you guys taking so long...vumatel has completed the installation and i have a object no. ------------------------------------- Steph.M has joined the chat. Steph.M: Welcome to Afrihost LiveChat :) How are you Bradleigh ? Steph.M: Welcome to Afrihost LiveChat :) How are you Bradleigh ? Bradleigh: Hi Steph.M: Hi, how can I assist? Bradleigh: I need some advise ,Vumatel has completed the installation at my complex ...whats the process from here...do you guys issue a new router. Bradleigh: My Details Bradleigh: Bradleigh Chad Abdurahman, ID NO : ********** 263088 Steph.M: Is it for the Fibre at 54 Paddington Ridge ? Bradleigh: No 54 Paddington Ridge , Bradleigh: Yes Bradleigh: I have a object no as well. Steph.M: Oh, then all you need to do is connect the WAN router to the OTN "Wall modem" and then connect a PC to that WAN router, then when you try to brows the internet it should take you to the Client Zone, log into that then go to Connectivity and click on the Fibre package. Steph.M: Once you are in there enter the Object Number to the right where it asks for it. Bradleigh: You guys havent issued me a router yet Steph.M: According to our system only one was ordered and that was for the: 34 Max Michaelis Street Montgomery Park premises. Bradleigh: I was staying at 34 Max Michaelis and moved out my Girlfriend still stays there and has the router is in at 34 Max Michaelis ,can i remove that router over to my new place and she applies for her own router. Bradleigh: Im so confused now... Steph.M: Yes, you can. Otherwise you can also signup for one for the 54 Paddington Ridge premises. Bradleigh: ok can she sign up and i remove the router from 34 Max Michaelis. Bradleigh: so i will only pay for the one router and she will pay for one under her name. Steph.M: Yes, you can just take the router from her premises and set it up at yours, then she can get a new one for herself. Bradleigh: Cost allocation so i will only pay for the One router Bradleigh: once i allocate the Object no. Steph.M: Yes, that is correct. Bradleigh: Im Paying R 497.00 every month Bradleigh: so the moment i had this no in the router will move over Bradleigh: any additional cost. Steph.M: Yes, that is correct. No, you only pay that monthly fee of R497.00 Bradleigh: Im Taking your word...ok.. Bradleigh: let me get the girlfriend to apply for one Bradleigh: can you call her and assist Steph.M: Unfortunately not, we do not have access to the phones here at LiveChat. She will need to come online or call in to ********** . Bradleigh: Tasnim Jacobs ********** 326 Bradleigh: Ok Cool Bradleigh: Thanks Steph.M Disconnected by the visitor. Chat session has ended. ------------------------------------- Thank you, Steph.M ********** ------------------------------------- Visitor: Bradleigh ********** Operator: Steph.M ********** Chat ID: ********** 60bf ------------------------------------- I have so many ticket no's logged and never a solution.

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