Afrihost
reviews and complaints

I requested on the client zone to transfer my current fibre to a new property I bought on 4 Aug 2021. I received email confirmations on 20 Aug 2021 that it was completed. I currently 10 Sept 2021 have no connection. After numerious whatsapp chats and emails and telephone call, still nothing. But the worst is that the support does not keep me informed at all. If I dont call or mail nothing is heard from Afrihost. I a totally frustrated by the lack of service and total lack of communication.

Please notice no reference of confirmations (ticked numbers) are given if whattsapp is used, thus no proof of anything, not that it matters as nothing is done

Newest References after realising whatssapp doesnt work:
#NZF-[protected]
#JCU-[protected]

I am hoping that someone can help me - I have spent about 8 hours on the phone to Afrihost in the last month to try and get the DSL line up and running this does not include the numerous WhatsApp chats - it was installed 30 June and to date of writing they have been unable to connect the DSL - there is an intermitted fault on the router and based on what the Openserve engineer said it is down to the configuration and speed setting from Afrihost that is causing the problem.

The only thing this company is good at is taking your money because they have not once thought about not invoicing me for a service that I am unable to receive.
Also unable to speak to a supervisor and no one can tell me how to make a formal complaint! Please help!

I have been with afrihost for awhile now and signed up for a Fibre connection as we have just moved to a new house on an estate which has fibre. The initial start was great with easy signup and wifi router promptly delivered.
Then came line install, which has been a real disaster. 3 weeks of back and forth following up and all they keep saying its been escalated with Openserve (line installer) Its now taken 3 weeks for them to come back and say they cant locate my address. Its not a strange address and even when googled it comes up. Also Openserve are the ones who actually installed the fiber network on this estate. I cant understand how this can be so hard. I get told that i need to follow up with Openserve and this is also unacceptable, Afrihost are the ISP and they get paid, so they need to sort this out .
Order No : 265035362A

Hi

1 month in and my account is still not sorted... ur company is disgusting and ur service is even worse! I am shocked... you have stolen money from my account and refuse to pay it back... I arranged a migration with John Mwelwa at the beginning of July and he promised me my account would not be debited twice... (and why the hell should it be) all I did was move my fibre from one flat to another in the same complex... it took over a week of begging and pleading to help me get it sorted and I was passed from pillar to post, in the end I had to sort it out myself with TT Connect because nobody was getting back to me and I was desperate to have it working as I had to work from home!
AFRIHOST deducted my monthly amount of on the 01st of July as normal and then again around the 5th... I explained to John I am a single mum and can't afford for this to happen and he was certain it wouldn't! And of course once u put the phone down with one person u get a different person then another person then another person and the original person doesn't get back to u or follow up anything g and it's promise after promise! Your service is absolutely disgusting!

Afrihost not able to get an installation done between them and Vumatel, I was charged an installation fee nothing installed a prorata monthly fee was also debited from my account I after three months got my installation fee paid back not the subscription fee and now again they debit me a cancellation fee of R999 - how can they bill me for something I never had, If Afrihost can't supply a service how can they make me pay for it I'm up in arms.

Afrihost keeps activating a account which I do not give consent too.

I have previously asked them to delete my details, but they say only client can from Client zone which I cannot do. It gives me "unable to remove as there is an active product" I have also informed them of this. I HAVE NO PRODUCT WITH THEM.

They fowarded my request to delete my details to another department but never follow up. I am phoning them now theee times to get my details deleted. Acc [protected]@gmail.com

I Contacted afrihost this morning about a installation fee that was taken from my account. At the time I placed the order the installation was free. And I was told that I would only be billed for delivery of the router. This was beginning of may. The order was placed with a person from Afrihost that called me. So there should be recording of conversation. I did ask if there is any other cost that I should be made aware of.and the only other one was if I decide to cancel within 6 months there will be cancelation fee. The standard. No mention of installation fee by this person or on the client order page. Only free installation. Now if you go to your page yes there is marked in red that there is a installation fee. And if you order today that will be the amount that I will be billed so no miss understanding. When I made the agreement the only payment that would be made was the payment for the router delivery fee. Nothing else. Not for installation.

i have been with afrihost for a few years but the last 5 or 6 months my internet is so slow or not working at all that i cant even use half of my allocated cap its a 55(gig) peak and 55(gig) off peak data .
my sisters husband is in i.t. but even he could not get better reception on my modem, it always had all 5 bars but now it only has 3 bars where it shows signal strength. he said it could be that they changed the antennas on the poles or it could be my modem is old and then the provider is rain witch is with cellcee and that could also be a problem.

please help and advise what to do now, if possible i would like my internet to be provided by vodacom as my cellphone is vodacom and i have never had problems with vodacom, if i need to pay for new modem and sim i would gladly do so, if it would solve my problem

Under the advise of a surpervisor from Afrihost, I requested a transfer of my fibre line to my old home which had a Afrihost line. The supervisor advised that I should usr my B number as it was a number for life.

I did everything as guided and planned to get activated 1 June. Only to be told yesterday that the B number was no longer availabe and had to log a new installation. The new supervisor Sabelo gave me every excuse as to why Afrihost was bot at fault with no solution to have my installation dine on time. I asked for his managers details and was told that Mark Maritz will be given my details and will call when he us available.

There goes client service with no contact with Snr accountable leaders at Afrihost. A crying shame to hide behind call centres and whatsup.

Hi

This has been a very disappointing experience. I have logged a call and was promised that we would been seen to within 24 hours. No phone call, no service delivery and now still no internet. Can't even contact the installation company. If this is not going to be addressed today I will have take it further.

Thank you
Mahdee
[protected]@gmail.com
[protected]

Hi there,
I am beyond frustrated. I am trying to do a good thing and support a matriculant with Data who I have been supporting for schooling since lockdown. Via email it was confirmed I could place the order and have it delivered to her as she is a student her uncle would do the FICA as he owns the apartment, and he confirmed that this was all in order and could be done and he confirmed they would assist her technically to set it up for her. Then they gave her a call to deliver and refused to speak to her as she is not the FICA person, then her uncle tried to call the number then they refused to help him saying its not an inbound centre. So I have since then had 3 different whatsapp chats and have 3 different results, so I tried to follow up via mail with mails trails of what has transpired, I have now asked this consultant 3 TIME TO PLEASE READ MY MAILS with the history of what has transpired, including the whatsapp chats.
I know this is unusual but it really is NOT difficult. I need someone willing to pay attention to the details and advise me how we resolve, as I have said I am trying to help a matriculant here.
I am over being shoved from pillar to post with different answers every damn time.
I dont understand though as I have always had great service from you guys, this is a little unusual but ABSOLUTELY not difficult to execute!
Unfortunately with the WFH situation I have been stupid busy and just not had a chance to call hence I used your whatsapp and email channel.
My email is [protected]@keefer.co.za

I recently procured a fibre package through Afrihost from Vumatel. For about 2 weeks I have been going back and forth between the 2 parties with no resolution. I am still waiting on finalisation of the activation.

What has frustrated me to no end is that I have been forced to spend hours on the phone (estimated around 30 hours in 2 weeks), hanging on for feedback and listening to call centre music. There is seemingly no ownership taken by either party to get this over the line. I have been promised feedback and a call-back on multiple occasions without anyone calling me back - instead I have to go through the call centre again and start the process from the start. Always with the promise that this would be resolved within 24 hours.

This is extremely poor service and had I not been in the final stage of the process (according to at least 90% of the consultants I have spoken to) I would have cancelled and opted to go for another service provider. The problem is that there are no reliable alternatives in my area.

I was also charged for an installation where none was necessary - I am still waiting on my refund from the 'Accounts' department which I am sure does not exist.

This is the epitome of corporate abuse of consumer trust. Shocking.

My fibre line was installed last week and i still have no access to the Internet.
I have called Afrihost about 4 times since my line was installed and they have made no effort to resolve the matter. All they've done is give me false promises about my issue being resolved. Initially they put the funds into the wrong account and I am the one who's had to suffer with this mistake.

I've been a Afrihost client for less than a month and I've never experienced such a lack of service in all my life. It took them almost 3 months to install my Fibre line. Now that it's live my 40mbps line is slow and I can't connect to my work website. I have called and emailed and still nothing for an entire month. What am I paying for? This is totally rediculous. Pathetic service.
The complaints I've seen all over confirm my experience.
Ronnelle Kolbie

To whom it may concern, I have been a client of afrihost for over 10 yrs now. I have never experienced any problems with afrihost until + - 6 weeks ago. My mailbox was full even though I had saved and deleted my messages. I had spoken with Sfiso Mazibuko and spent more than 3 hrs on the phone with him. He had promised me to get back to me but ultimately did not. Miraculously I started receiving my mail again until the 01 October 2020 when I received my last mail. On the 04 October at 09:45 I spoke to Richard about my problem and he was unable to resolve the full mailbox anomaly. He then just dumped me at 10:45 and another person by the name of Tutu started chatting to me and tried to solve the problem. He was unable to do so and said that he would forward the problem to the department that deals with this problem and that was at 11:23. I have now 05 October 12:54 tried to contact afrihost again to ask them to resolve my problem, however they do not reply. Please, could you assist me. I need My emails as there are important documents that I need for a Board meeting.

Kind regards

Kenneth Hayward

Afrihost deducted the monthly amount from my bank account at the beginning of September 2020 but did not pay MTN hence my internet connection was discontinued. I sent a number of messages to indicate that I was discontinuing my contract with them and have stopped all further payments. I have since made other arrangements for my internet connection but Afrihost are still demanding payment for a service which they don't provide. I wish to have no further contact with them but they still invoice me. Is there any way to get them to stop.

Can you please phone me back as I have a problem with your Courier company Afrihost is using.

I was told by one of your sales consultants that I would have my sim card on Friday (Today) I got a call from your Courier company and they will not deliver the package today. What is going on here? Who is lying to me? Is this how Afrihost does business? Your whatsapp support people don't know the process with verifying the account.

I have now gotten an invoice from Afrihost for R325.73 and I don't even have any service yet from Afrihost.

I would like to speak to someone before I take this further to these people Paul Madondo
Artur da Silva, Ronny Mgiba, Jacques du Toit, Corrie Armstrong, Mark Maritz, Carel Folscher
...
Seeing nobody is interested in helping me I will be proceeding with a formal complaint to ICASA's Consumer Protection Unit (https://www.icasa.org.za)

A rock has more support then afrihost staff. The technical department cant even log a support ticket to octotel without messing that up as well.
I have phoned them everyday for the last month and no one can help me.

My internet is slow and I cant even think of using the internet after 7 pm.
I get up to 10% packet loss and internet ping spike till over a 1000ms.

By the way this is pure internet joy!

Contract with Afrihost.
Openserve installation: Openserve not willing to take responsibility to replace the paving to original state after trenching. Not willing to take responsibility to ensure other services are not damaged.

Afrihost: Requested Afrihost to please call me and explain telephonically one of the technical feedback mails from Openserve forward from Afrihost to me. No call received. Have to follow up about daily as I dont receive feedback. Eventually requested process of cancellation the contract.

Is there any other fibre provider that is willing to ensure the paving that they lift is just put back to the original state? And secondly that can ensure that no other damage is done to other services? Are they willing to put it in writing for body corporate approval purposes that they will take care of the above when trenching? Any fibre provider that is willing to take responsibility for their work?

since the commencement of my Fibre line contract with Afrihost, I have received nothing but a lack of service.

There has been a Fibre line outage for 3-4 days at least once every month.

Recently and as a result of the COVID-19 pandemic, I was forced to confront the issue as I now work from home.

As a small business, have lost more in the past 2 weeks and my business has been crippled because I rely on my connection to keep in touch with my clients. When I bring this to their attention, they show a complete lack of empathy and simply scapegoat TT Connect for the break in fibre. That, or they simply ignore requests for support, keep me on the phone for hours and promise to phone back, but don't even have the courtesy to return my calls.

This is the worst experience of my life. Afrihost has, in the literal sense of the phrase, taken food out of my mouth.

I am disappointed and frustrated and I do not recommend them as a a reliable, transparent and ethical service provider.