Internet service provider order cancel frustration

I PHONED Afrihost call centre and spoke to one of their agents explaining that I am currently with Telkom, I have a landline and a wi-fi router for internet.

The woman did not listen to my request that I change to Afrihost via Vumatel for the same service that I am currently getting from Telkom. She insisted on taking my ID number and my banking details. At the end of this very rushed conversation, as she had to close a deal, she informed me that Afrihost would provide me with data at R450 a month. When I put the phone down I realised that she had not quoted me for the full package of calls on a landline and data.

Automated e-mails started coming through from Vumatel and Afrihost asking me to activate this request. I did not activate this request and eventually started replying to these automated emails which were obviously never read.

So I went to Telkom and applied for the service from Telkom that I previously had. I phoned Afrihost and requested them to cancel the work order number.

Numerous phone calls and e-mails have been sent to Afrihost requesting them to cancel it in order for Vumatel to go ahead with Telkom. I received a phone call from Afrihost at 11pm at night when I was asleep, asking me to go into my computer to cancel their service. I replied that it would take time to boot up my computer and that this agent had woken me up. She said she would cancel the work order number. She sent me an SMS stating that she had cancelled the Afrihost service. I replied that she should have cancelled the work order number.

This agent once again did not listen to my request. Afrihost do not understand the difference between cancelling a work order number and cancelling an Afrihost service. They have cancelled my Afrihost service and debited my account for R999 for their fibre optic box.

Neither Afrihost nor Vumatel have been to my premises and installed such fibre optic box and I have never used the service of Afrihost.

I received an e-mail from Afrihost accounts department saying they would arrange a refund of the R999 which has still not been refunded. I telephoned Vumatel this morning and Afrihost have still not cancelled their work order number.

Afrihost need to train their staff to listen and to read. I am in limbo. Afrihost, don’t send me any further e-mails until your cancellation has been done. I have received numerous e-mails stating that you have cancelled your work order on the Vumatel portal. This has not reflected at Vumatel – I have just spoken to Vumatel.

Do not advertise yourselves as “Pure Internet Joy” – you are “Pure Internet Hell”.

Glen Campbell

Georgie: I’m also a little confused, but Glen’s not alone in his frustration with Afrihost’s service (myself included).

I contacted Afrihost about this issue and received a stock-standard automated response.

Then Gian, Afrihost’s CEO, responded: “As I’m sure you are aware we are a rapidly growing company and as such go through stages where demand for support suddenly exceeds any of our projections and expectations. We are currently on an aggressive campaign to increase our support staff and hire more skilled and competent support agents so that we can supply our clients with world class support and service. “The service they deserve. “I really do apologise for the delays in you receiving support from Afrihost but I want to put your mind at rest that we are doing everything in our power to increase our support detail while not decreasing the quality. I thank you for this mail expressing your concerns.

“Without feedback from our clients we would never know if all issues are resolved and our growth could be affected. We are always on aggressive campaign on getting good quality consultants, but unfortunately due to the nature of these sporadic spurts we do not always synchronise with influx of client complaints. Of which we take exceedingly to heart. If it weren’t for our clients we would not be able to do what we do currently in the internet service provider business.”

Here’s hoping Glen’s migration issue has been resolved.