Why does Afrihost not have customer service

0 votes
I have been with Afrihost on a Frogfoot  Fiber line for 6 months or so and it's been a nightmare.

The consultants on WhatsApp are incompetent;  if the fault cannot be resolved with the most basic script provided to them, they have no clue and leave you with:'Switch everything off for 30min and if it still doesn't work contact us again'.  When you do, the entire process starts again, even when you tell them I have done this 3 times now, please can you do it again.

The Call me Back service is more of the same.

I have been without connectivity since 13/03/2020, today is 16/03/2020.  I have spoken to 5 WhatsApp consultants, 4 Call me Back consultants and I have even attempted to cancel my line TWICE to no avail.  I then decide to phone in to cancel it, guess what you are only able to cancel a line on the Client Zone, the same link that they are not receiving cancelations from.  Nothing works, o and request a senior person, never on-site and never phone back.

So my question, why does Afrihost not have a customer service department that functions to resolve customer complaints, why are there no senior personele taking ownership of problems and why for the life of me does no one understand that resetting my router when I have no connection from the ONT does not help?

 

The fact that you do not answer Hellopeter complaints should probably explain it!?
asked Mar 16 in ADSL by WOLLE 101 (120 points)
Just an update; it is now the end of day 5 without any connection.  All the same issues as above are still there and still not a single phone call from a qualified technician.  My fault was closed twice today as resolved even though it has not been.  2 Phonecalls and 6 WhatsApp conversations later and all I get from them is wait for the technician to contact you.  So I just canceled my line again (Lets see if the 3rd request gets processed), good luck to the rest of you.
Today is 18 March, 6 days without internet, made loads of calls, No luck, canceled my line 3 times, no luck.  How many calls have I received from Afrihost 0

1 Answer

0 votes

Good day,
 

Sorry for the frustration you are experiencing.

Afrihost has multiple channels of supports, please read more here https://help.afrihost.com/topic/clientzone/afrihost-help-support-channels

Cancelling your fibre line can be done via ClientZone, here is a helpful article to assist you 
https://help.afrihost.com/topic/fibre-broadband/how-to-cancel-your-fibre-account
 

If you require further assistance,  
please email our support team on support@afrihost.com 
or send a message to our WhatsApp helpline: https://whatsapp.afrihost.com   
WhatsApp Help is available from 07h00 - 20h00 Monday - Friday  
or visit our Help Centre: https://help.afrihost.com/    

Thank you   

answered Mar 26 by AfriDazzil (38,490 points)
The line was eventually repaired on the 19th although no one knows what was wrong with it, which is concerning in itself.  That said, no offense, but if you read my post you would see that a tried all avenues of communication, client zone is a joke and so is the support.  None of the links helped as I tried them all on numerous occasions.  As far as the line cancelation goes, every correspondent would say, I see there is a request to cancel the line on this account, do you want to continue?  I did not receive a single call from cancelations tough, even if the other departments could see the request.  All is working now, let's see for how long and how long my refund takes, if ever!
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