Afrihost.com
Call centre disaster and hopeless ADSL support

I've had recurring problems with my ADSL line for months. At least once a month, I put in a call to the Afrihost call centre, which is then passed on to Telkom, resolved and I'm up and running about a week before it occurs to Afrihost to check back in with me.

This month has been a bit different. My line went from 2Mb to 800k and then down to 250k over 3 days. On Wednesday, I phoned the call centre and was told by one of the consultants that he'd have the issue escalated to Telkom immediately. I received an email from him, but nothing else. On Thursday, I phoned the call centre again, eventually speaking to Vusi, who I was told is the call centre supervisor. I had the same promise, and once again received an email, but nothing else. Thus, 48 hours after my initial contact, I've not had as much as an incident reference number. The line is still all but unusable.

In my experience, Afrihost have become completely indifferent to their customers, as long as the debit orders are honoured every month. Their call centre is almost impossible to get through to and is either hopelessly understaffed, or is staffed by individuals who simply are not technically competent enough to assist.

Company: Afrihost.com
Country: South Africa
City: Springs

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