My Canned Responses
My Canned Responses
Thanks for the your message! đ Would you mind expanding a bit on that?
Itâll help me better understand whatâs happening and make sure weâre on the right track to get this sorted quickly.
Take your time â Iâm right here when youâre ready.
Thanks so much for your patience! That â_Are you still there?_â message pops up automatically after a 6 minutes of quietâit wasnât about you, promise.
Iâm still looking into this for you and will be right back with an update.
Thanks for your message!
The âAre you still there?â note is just sent automatically after a few minutes of no activity.
Iâm here and ready to help whenever you are.
I am truly sorry for the delay.
Unfortunately due to high volumes of chats, there might be a delay in getting you connected to a WhatsApp agent.
We are aware that scammers are targeting info@ email addresses with fake payment requests. They usually get your info from the domain's WHOIS details to see who hosts the domain.
To keep things safe, please note: We will only contact you on the primary email address linked to your Afrihost account (the one you use for ClientZone), and we will never ask you to make payments through random links â only via ClientZone.
I understand how frustrating this must be, and I apologize for any inconvenience.
Unfortunately, *we can only retry the payment on the 3rd*, or later, if it failed to be debited on the 1st or 2nd. *If the 2nd debit fails the service will be suspended.*
I advise to *make sure funds are available on tonight for the debit to run tomorrow morning from 00:15*.
Due to system restrictions, *resubmissions are disabled for that period of the month*. Please contact us on the 3rd, and weâll happily manually resubmit the payment for you if it failed on the 2nd debit and the service suspended.
Open the App
Tap on Account
Tap on Payment Details
Tap on Add Payment Detail
To add a new card, tap on Debit/Credit Card
Enter the card details
Tap Add Payment at the bottom
Open the App
Tap on Account
Tap on Payment Details
Tap on Add Payment Detail
Select Debit Order
Enter the details
Tap on Add Detail
Iâm really sorry to hear you're thinking of cancelling your service. If youâre open to it, would you mind sharing what led to your decision? Iâd love to see if thereâs something we can do to help!
If you still wish to cancel, please follow these steps:
Log into ClientZone.
Click on the category (Connectivity / Mobile / VoIP / Hosting) related to the service.
Select the package on the right.
Click Edit Package.
Under Cancel this Service, complete the form if prompted.
Click Cancel this Service to confirm.
Unfortunately, debit orders are fixed to run on the 1st of each month. If the 1st falls on a weekend or public holiday, the debit will go off on the next business day.
The debit orders have already been sent to the banks and are set to go through tomorrow morning. Iâm really sorry, but weâre unable to make any changes or cancel the debit orders at this point. I understand this might be inconvenient, and I appreciate your understanding.
You can make a direct deposit through:
Acc name: *Afrihost ISP*
Bank: *Standard Bank*
Account Number: *303046236*
Branch Code: *051001*
Account Type: *Business Current Account*
Ref: _* *_
*Payments will be allocated once it reflects on our side.*
To link your preferred payment method in ClientZone:
Go to clientzone.afrihost.com
Log in
Click on Billing
Click Manage Payment Details
Choose the correct payment method
Click Link Products
Tap on Account at the bottom
Tap on *Payment Details*
Tap on the payment detail
Tap *Link Products*
You need to do this in Clientzone
Log into clientzone.afrihost.com
Click on *Billing*
Click on *Manage Payment details*
It looks like your account is currently marked as pending termination.
If youâd like to appeal this, please fill out our Accounts Review Form.
Once submitted, our Accounts team will review it and get back to you directly. Please note that we canât provide an exact response time or guarantee reinstatement, as this process is handled entirely by the Accounts department.
Thank you for your patience while they assess your request.
To settle the outstanding balance on your account:
Log into clientzone.afrihost.com
Click on *Billing*
Click on *Settle My Account*
You will be given payment options on the page.
It looks like the account is currently suspended due to an outstanding balance.
No stress â once payment has been made, the account will automatically reactivate. If you need help checking the amount due or making payment, Iâll be more than happy to guide you through it. đ
It looks like your account has been terminated.
If youâd like to appeal this, you can complete the Accounts Review Form.
Our accounts team will review your submission and contact you directly. Please note, we cannot guarantee reinstatement or provide an exact timeline, as this is managed entirely by the Accounts team. Thank you for your understanding.
You can only complete these change outside our billing run process. From the 5th of every month to the 15th of every month. Outside the period, we lock change so that clients are billed correctly.
1) The change is to another person that has an Afrihost account:
Steps for the Current Owner to perform:
- Log into their Client Zone
- Select My Account
- Select Transfer Products
- Select the product to Transfer
- Type in the Email Address of the recipient
Steps for the New Owner to perform:
- Get the authorization code from their email.
- Log into their Client Zone
- Select My Account
- Select Receive Ownership
- Select Gain Product
- Insert the codes
- Complete the Transfer
You need to do this in Clientzone
Log into clientzone.afrihost.com
Click on *Billing*
Click on *Manage Payment* details
To add a new payment method, click on *Add a New Payment Method*
Select *Debit Order* or *Visa/Mastercard*
Enter the required details and click *Add Payment Detail*
Select the products to link to that payment detail.
Get the code ending in VC on your bank statement on the last Afrihost transaction.
Go to clientzone.afrihost.com
Click on *Billing*
Click *Verify payment details*
Click on *Verify* next to your details
Enter the short code ending with VC
To view your invoices please log into clientzone.afrihost.com
Click on *Billing*
Click on *View Invoices*
Select the month and year you want to see invoices for
Click on *View* to view the invoice in your browser, or *Download* to download the invoice in PDF format.
You need to do this in Clientzone
Log into clientzone.afrihost.com
Click on *Billing*
Click on *Account History*
Select the dates you want a statement from and to
Click on *View Account Statement*
Unfortunately, we can not resubmit payments for Vuma Reach currently. We can only resubmit payments after the 3rd of the month.
If your payment failed, it will be resubmitted in the next 24â48 hours.
Please make sure your payment details are correct. If you need to change details, you can do so via the PayFast portal:
Please kindly go through your email and check if you can find an email confirmation of your last payment with the subject *"You successfully paid R### to Vumatel (Pty) Ltd."*
Look for *"To update or change card linked to this subscription, click here"* link at the bottom and click that once.Â
This will take you to the payment details update page for this product on PayFast.
Complete the details and save it.
APN Name: *Afrihost*
APN: *afrihost*
APN Type: *default,supl*
To cancel any Mobile package please log into clientzone.afrihost.com
Click on *Mobile*
Click on the package you wish to cancel on the right.
Click on *Edit Package*
Complete the cancellation form and click *"Cancel this service"*
APN Name: *AirMobile*
APN: *ws.air.mvno*
APN Type: *default,supl*
Unfortunately, you have used up the data allocation and your account has been capped.
If you need additional data, you will have to top up your account via Clientzone.
Log into Clientzone.afrihost.com
Click on *"Mobile"*
Click on your Mobile package
Click on *"Top Up"*
It looks like weâre still missing your RICA documents. To upload them:
Log into clientzone.afrihost.com
Click on My Account
Click on Manage RICA Contacts
Select the contact on the right
Check the contactâs details
Click Upload RICA Documents
Iâm sorry to hear youâd like to cancel your Mobile package.
To do this:
Log into clientzone.afrihost.com
Click on Mobile
Select the package you want to cancel (on the right)
Click on Edit Package
Complete the cancellation form
Click Cancel this service to confirm
I see the number was signed up but you have not submitted the port request in the app/Clientzone
Porting can be requested:
Mondays-Fridays (Public Holidays Excluded) - 09:00-17:00.
Saturdays (Public Holidays Excluded) - 09:00-13:00.
Sundays - Port Requests are not processed on Sundays.
All porting happens between 19:00-22:00 on all days except public holidays.
Go to Clientzone.afrihost.com
Log in
Click on Mobile
Click on your mobile package
Click on the Refer a friend banner on the right
To complete your RICA, please upload the following documents using either the Afrihost app, AirMobile app, or ClientZone:
A clear photo or scan of your SA ID or passport
A selfie of you holding your ID next to your face
Proof of physical address (must be less than 3 months old)
Accepted proof of address includes:
Bank statement or municipal bill
Cellphone or retail account
Any document with your name and physical address, issued within 90 days
The following are accepted proofs of address for RICA:
-Bank Statement or Municipal Bill. (Not older than 3 months)
-Cellphone or Retail Account. (Not older than 3 months)
-Any document that is issued on a monthly basis, that is not older than 90 days, containing your physical address and name.
Please email support@afrihost.com with the request for a SIM swap. You need to include a Selfie of you holding your ID together with a piece of paper showing todays date.
You will get a ticket ID in reply. Please provide me the ticket ID and I will escalate it to the AirMobile team to process.
Log into Clientzone.afrihost.com
Click on *Mobile*
Click on your Mobile package
Click on *Top Ups*
Unfortunately, we can not view the logs for mobile voice products due to privacy regulations.
Please log into clientzone.
Click on *Mobile*
Click on the number in question
Click on *Usage History*
For Airtime usage, click on *Airtime*
On the bottom, click on *Itemised Airtime Usage*
Please connect a cable directly between your computer and the fibre box (ONT).
Then:
Open your computerâs Settings
Click Network & Internet > Status
Under âChange your network settings,â click View your network properties
Find the Ethernet adapter under âPropertiesâ
Please take a screenshot of the Ethernet adapter details and send it through.
To cancel any package please log into clientzone.afrihost.com
Click on Connectivity
Click on the package you wish to cancel on the right.
Click on Edit Package
Complete the cancellation form and click "Cancel this service"
To cancel any pending order please log into clientzone.afrihost.com
Click on *Connectivity*
Click on the package you wish to cancel on the right.
Click *View Package*
Click on *Edit Package*
Complete the cancellation form and click "Cancel this service"
You will change packages in Clientzone
To change your package please log into clientzone.afrihost.com
Click on Connectivity
Click on the Package (on the right)
Click on *Edit Package*
Select a package,
Accept the terms
Click *Change Package*
The change will be effective on the 1st.
To log a return of the device go to Clientzone
Click on My Account
Click on Order History
Select the device
Select Return/Exchange
Please go to http://whatsmyip.org and provide me the IP address it shows?
To change packages, please log into Clientzone
Click on Connectivity
Click on the package you wish to change
Click Edit Package
Select the new package
Accept Terms
Click Change Package
On the app go to the package.
Tap Manage Package
Tap Access details
Tap reset password
To remove the cancellation log into Clientzone
Click on *Connectivity*
Click on the Package
Click on *Re-Activate*
After you have Registered your domain you can set it up on your server.
In your browser go to https://yourserver.dedicated.co.za:2083 and log in with your account details
On the main page click on Add Account
Complete the details it requests, then click Add Account
Log into clientzone.afrihost.com
Go to Hosting
Click on the Domain
Click Edit Package
In the dropdown menu, select "domain parking"
Select the option to update DNS
When done go back to the domain menu
Select hosting settings
Select DNS Editor
Change all the "A" records to point the domain to your dedicated servers IP address
Change the "MX" Record to mail.yourdomain"
After you have registered your domain, you can set it up on your server.
In your browser, go to Clientzone
Click on Hosting
Click on your Reseller package
Click on Log in
On the main page, click on Add Account
Complete the details it requests, then click Add Account
Log into clientzone.afrihost.com
Click on Hosting
Click on Your Reseller Server
Click on cPanel
Select list accounts
Click on the + next to the domain
Select Change Quota
Enter the new value
Click Save
Log into clientzone.afrihost.com
Click on Hosting
Click on Your reseller
Click on cPanel
I see that you're using a Self-Managed server. Unfortunately, we donât have direct access to those servers on our side.
To get assistance, please email hosting@afrihost.com with your admin login credentials, and our hosting team will be able to help further.
Thank you for your understanding!
Go to the Mailbox setting
Select the Mailbox
Click on Repair
Click on the option to manually repair
Click on Outgoing
Change the outgoing port to 587 and test again please?
You can also create the mailbox in the mail manager.
On the Manage email page click on *Mail Admin* at the top.
On the page that opens click on the *Mailboxes* Tab
At the bottom, click on the *Green _+Add mailbox_* button
In the page that comes up, complete the details and click on *Add* at the bottom
To create a new email address on the domain, you can do so via the Clientzone:
Go to clientzone.afrihost.com
Click on Hosting
Click on your domain
Click *Manage Email*
Click on *Add Mailbox*
Enter the details and click on Add Mailbox
To edit email address passwords on the domain, you can do so via the Clientzone:
Go to clientzone.afrihost.com
Click on Hosting
Click on your domain
Click *Manage Email*
Click on the pen icon next to the mailbox
Enter the details and click on save.
To update the password for your email address:
Go to clientzone.afrihost.com and log in.
Click on *Hosting*
Click on your domain
Click *Manage email*
On the right of your email account click on *"MANAGE"*
Update the password
Click on *"UPDATE EMAIL SETTINGS"* at the bottom of the page
To update your email password:
Log in at clientzone.afrihost.com
-Click on Hosting
-Click on the domain in question on the right
-Click on *Website Manager*
-Click on *Log into Website Manager*
When cPanel opens:
Click on *Email Accounts*
Click on *MANAGE* next to the mailbox in question.
Type in the new password.
Password requirements:
-Must be at least *8 Characters*
-Must contain *Numbers, Capital and lowercase letters and special characters*
-Click *Update Settings* at the bottom of the page.
To access webmail for your email address via Clientzone/cPanel:
Go to clientzone.afrihost.com and log in.
Click on *Hosting*
Click on your domain
Click *Manage email*
On the right of your email account, click on *Check Email*
You can also go to *webmail._yourdomain.tld_* and log in using your email address and its password.
To create a new email address on the domain, you can do so via the cPanel:
Go to clientzone.afrihost.com
Click on *Hosting*
Click on your domain
Click *Manage Email*
Once logged in, on the right just above the email account already created, click on *"+ CREATE"*
In the username box, enter *"yourname"* in order to create *yourname@yourdomain.co.za*
Create a *secure password* by entering a password in the next box that makes the lines under the password all green.
Allocate Storage space - Note that Unlimited is still limited to the disk space allocation on the hosting account.
Click *"+ CREATE"* to create the mailbox
To update your email password:
Log in at clientzone.afrihost.com
-Click on Hosting
-Click on the domain in question on the right
-Click on *Manage Mail*
-On the right of the mailbox in question, click on the pen/edit button
-Complete the new password
Password requirements:
-Must be at least *8 Characters*
-Must contain *Numbers, Capital and lowercase letters and special characters*
Iâm really sorry to read that youâd like to cancel your service.
To cancel, please:
Log in to clientzone.afrihost.com
Click on Connectivity
Select the package you'd like to cancel
Click Edit Package
Complete the cancellation form
Click Cancel this Service to confirm
Keep in mind: Fibre cancellations require a full calendar monthâs notice. If you cancel today, it will take effect at the end of next month.
If thereâs anything we can do to keep you on board, please let us know. One of our team members from Retentions may also be in touch.
If you cancel your Pure Fibre within the first 6 months of activation, or if your account falls into arrears, a R999 cancellation fee will apply.
Please donât hesitate to ask if you have any questions!
Log into clientzone.afrihost.com
Click on Connectivity
Click on the *fibre package* on the top right.
Click on *Access details*
Click *Reset Password*
Note down that password.
To check if Fibre is available at your address, just head over to Afrihost.com/fibre and pop in your location details.
This will show you whether fibre is available there, and which network provider covers your area.
(Some areas might even have two or three providers â lucky you!)
Just a heads-up: the coverage map mostly shows availability for standalone properties.
If youâre in a complex or apartment, the fibre provider might be different from what shows up on the map â but weâll help you figure it out if needed!
Let me know once youâve checked, and Iâll be happy to assist from there đ
Please connect your computer directly to the ONT (fibre box) using the LAN cable thatâs currently plugged into your routerâs Internet/WAN port.
Then:
Power off the ONT for 30 seconds, then power it back on.
Once itâs back online, press the Windows Key + R, type CMD, and press Enter.
In the Command Prompt, type: ipconfig /all and press Enter.
Please take a screenshot of the Ethernet Adapter output and send it through so we can review it.
Please connect your computer directly to the fibre box using the LAN cable currently in your routerâs WAN port.
Then:
Open Command Prompt (click Start, type CMD, and press Enter)
Type the following command: pathping.exe -p 100 -q 250 1.1.1.1
This will perform a traceroute and ping to help us locate any delays or losses.
Please take and send screenshots of the result once the test finishes.
Iâm sorry to hear you're experiencing speed issues. Letâs do a quick test to help pinpoint the problem.
đ Step 1: Unplug the LAN (network) cable from the Internet/WAN port on your router, and plug that same cable directly into your computer or laptop. This connects your device straight to the ONT (the fibre box).
đ Step 2: Turn off the ONT (fibre box), wait 30 seconds, then power it back on.
đ Step 3: Once it's powered back on, go to speedtest.net and run a speed test.
đĄ Step 4: Now weâll run a traceroute:
Press Windows Key + R
Type CMD in the box and hit Enter
In the black Command Prompt window, type: tracert 154.0.167.27 and press Enter
đ¸ Step 5: Please send us the following screenshots:
The speed test results
The traceroute results
A clear photo showing the physical connection between your computer and the ONT
A full screenshot of your computer screen showing everything clearly
Let me know once youâve done that, and Iâll take it from there!
I see this is Vuma Reach Prepaid, so payment was made via EasyPay.
Please send the following to fibre@afrihos.com, so the refund can be requested:
1. The proof of payment
2. Proof of banking in the form of an account verification letter from your bank.
Once received, we can submit the request for a refund from EasyPay.
https://support.evotel.co.za/tickets.php?id=[ticketID]
Afrihost only covers the cost of cabling up to 30 meters. Anything more than that will be invoiced to you directly by the installer. They will first require you to sign the quote before they will continue with the installation.
I have logged the fault for you â your fault reference number is
I completely understand how frustrating this must be, and Iâm truly sorry for the inconvenience. The provider usually responds within 48 hours _*(excluding weekends and holidays)*_, but if you havenât heard from a technician or seen any updates by then, just give us a shout â weâll be happy to follow up and keep things moving.
The 48-hour window is their standard response time, though the fix may happen sooner.
Thank you again for your patience and understanding â I really do appreciate it!
Please connect to the router via Wi-Fi or LAN cable.
Open your browser and go to 192.168.3.1
Log in with your admin password for the router.
Click on Connect to Internet at the top of the screen.
Please take a screenshot of the page and send it to me?
Please connect with your computer to the router
Open your browser and go to 192.168.3.1
Log in
Click on *Connect to Internet*
Select the PPPoE option and enter details:
Broadband username:
Broadband password:
Click Save/Connect
You need to do this in the router settings.
Connect to the router via Wi-Fi or LAN cable
Go to 192.168.3.1 in the browser
Log in
Click on My Wi-Fi
I see the line is down. I am busy logging a ticket with the provider.
Iâm sorry to hear you're experiencing speed issues. Letâs do a quick test to help identify the cause.
đ Step 1: Unplug the LAN (network) cable from the Internet/WAN port on your router and plug that same cable directly into your MacBook or iMac using the Ethernet port (or an adapter if needed). This connects your device directly to the ONT (the fibre box).
đ Step 2: Turn off the ONT (fibre box), wait 30 seconds, and then power it back on.
đ Step 3: Once itâs back online, go to speedtest.net and run a speed test.
đ§ Step 4: Open the Terminal app:
Click the Spotlight Search (the magnifying glass in the top-right corner)
Type Terminal and press Enter
In the Terminal window, type: traceroute 154.0.167.27 and press Enter
đ¸ Step 5: Please send us:
A screenshot of your speed test results
A screenshot of the traceroute
A photo showing the physical connection between your Mac and the ONT
A full screenshot of your computer screen showing everything clearly
Once we have those, weâll continue from there and get this sorted for you!
đ Step 1: Unplug the LAN (network) cable from the Internet/WAN port on your router and plug that same cable directly into your MacBook or iMac using the Ethernet port (or an adapter if needed). This connects your device directly to the ONT (the fibre box).
đ Step 2: Turn off the ONT (fibre box), wait 30 seconds, and then power it back on.
đ Step 3: Open the Terminal app:
Click the Spotlight Search (the magnifying glass in the top-right corner)
Type Terminal and press Enter
In the Terminal window, type: ifconfig
I have sent a manual OTP to your email and mobile number registered with Afrihost.
You can use that to activate.
I completely understand that testing directly from the ONT may not be easy â and Iâm really sorry for the inconvenience.
However, as part of our agreement with the fibre providers (SLA), weâre required to follow specific troubleshooting steps before logging any faults.
I truly appreciate your patience and understanding while we work together to get this resolved.
I understand that testing directly to the ONT may be inconvenient for you, and I sincerely apologize for that. However, it is crucial (as per our SLA with the fiber providers) that we follow the exact troubleshooting procedures before logging any fault.
I know this can be frustrating, but we truly appreciate your cooperation as we work together to resolve this issue.
Openserve has an app called Openserve Connect that you can load on your phone. A great feature is that it can automatically reset and test the line, and if there is a problem, it logs a ticket automatically.
To order a router from Afrihost:
Visit clientzone.afrihost.com/order/#!/devices/fibre
đ Delivery time: 3â5 working days. If you place your order now, I can ask a friend in the warehouse to try fast-tracking it for dispatch today.
đŚ Delivery fee: R249 (the router itself is free with your Fibre order!)
Alternatively, youâre welcome to collect your router at no charge from our Walk-In Centre:
Afrihost ISP376 Rivonia BlvdEdenburgSandton
Iâm so sorry for the trouble â it looks like thereâs currently a network outage in your area. The providerâs technicians are already working on resolving it.
You can track the progress on our network status page: https://www.afrihost.com/status?product=fibre-broadband
Thanks for bearing with us â weâre on it!
Iâm really sorry for the speed issues youâre experiencing â letâs run a more accurate test.
Please:
Connect a LAN cable from one of your routerâs LAN ports directly to your computer.
Disconnect all other devices from the router (both wired and wireless).
Power off the router and the ONT for 30 seconds, then power them back on.
Go to speedtest.net and run a speed test.
Run a traceroute by:
Pressing Windows Key + R, typing CMD, and pressing Enter
Typing tracert 154.0.167.27 and pressing Enter
Please send us screenshots of:
The speed test results
The traceroute results
The physical connection between your router and computer
A full screenshot of your computer screen for context
Please kindly go through your email and check if you can find an email confirmation of your last payment with the subject *"You successfully paid R### to Vumatel (Pty) Ltd."*
Look for the *"To update or change card linked to this subscription, click here"* link at the bottom and click that once.Â
This will take you to the payment details update page for this product on PayFast.
Complete the details and save it.
I am sorry for the speed issues you are experiencing.
Please connect the computer to the ONT(the fibre box) directly by plugging a LAN cable to the LAN 1 port on the router directly into your computer.
Power off the ONT (the fibre box)for 30 seconds and then power it back on.
Do a speedtest on speedtest.net
Also do a traceroute to 154.0.167.27
To do the traceroute:
press the *Windows key + R* and type *CMD* in the _Open_ text box.
Press enter
Type *tracert 154.0.167.27* and press enter
Please take screenshots of:
The results of the tests,
The connection between the ONT (the fibre box) and the Computer,
A picture of the whole computer screen.
If youâd like to change your Wi-Fi password on Vuma Reach, just let us know, and weâll be happy to update it for you.
Would you like to go ahead with that now?
To relocate your fibre service, please follow these steps:
Log in to clientzone.afrihost.com
Click on Connectivity
Select your current fibre package
Click Relocate and follow the prompts to complete your request
Let us know once submitted so we can monitor progress from our side!
On the back of the router is a small hole labelled reset. Press the button within with a pin for 15 seconds.
Once the router is back up, join the default network as listed on the label under the router.
You then go to 192.168.0.1 in your browser.
It will first ask you to set a password for the router. Set a password you will remember should you need to log into the router again.
Click *Letâs Get Started*.
Next to Region select *South Africa*.
The *Time Zone* will be set automatically to (GMT + 02:00).
Click âNextâ to continue.
Next to *Operation Mode* choose *Router Mode* from the drop-down menu.
Next to *Internet Connection Type* select *Dynamic IP* from the drop-down menu.
Click *Next*
Enter the 2.4GHz SSID (WiFi network name) and password of your choice.
Scroll down and enter the 5GHz SSID (WiFi network name) and password of your choice.
Click *Next* to continue.
A summary of your WiFi settings will be displayed. If your device doesnât connect automatically, use the displayed information to get reconnected.
Click *Next* to continue.
Wait for the notification if connection is established or failed.
Click *Next*.
Click *Next* to complete and exit the interface.
On the back of the router is a small hole labelled reset. Press the button within with a pin for 15 seconds.
Once the router is back up, join the default network as listed on the label under the router.
You then go to 192.168.0.1 in your browser.
It will first ask you to set a password for the router. Set a password you will remember should you need to log into the router again.
Click *Letâs Get Started*.
Next to Region select *South Africa*.
The *Time Zone* will be set automatically to (GMT + 02:00).
Click âNextâ to continue.
Next to *Operation Mode* choose *Router Mode* from the drop-down menu.
Next to *Internet Connection Type* select *PPPoE* from the drop-down menu.
Enter the Username and Password for the account
Click *Next*
Enter the 2.4GHz SSID (WiFi network name) and password of your choice.
Scroll down and enter the 5GHz SSID (WiFi network name) and password of your choice.
Click *Next* to continue.
A summary of your WiFi settings will be displayed. If your device doesnât connect automatically, use the displayed information to get reconnected.
Click *Next* to continue.
Wait for the notification if connection is established or failed.
Click *Next*.
Click *Next* to complete and exit the interface.
To log the return of the router, log into Clientzone.afrihost.com
Click on *Connectivity*
Click on the router
Click on *Exchange/Return*
Complete the form and accept the terms and conditions.
Click on *Submit*
Connect to the Wi-Fi with your computer
Open your browser
Go to 192.168.0.1
Log in with your admin password
Click on internet on the left
Connect to the router and open your browser and go to tplinkwifi.net
You will be greeted by the admin password creation page. Enter a password that will be used to access the routers admin dashboard and confirm it.
Next page will ask you to log in, use the password from the previous page.
The 1st page is Timezone. Leave it as yet and click next.
On the next page it must be router mode
Connection type Dynamic IP.
Dont select change anything else - just click next
Next page is Wi-Fi details
Enter what you want your Wi-Fi name and password to be and click next
Connect to the router and open your browser and go to tplinkwifi.net
You will be greeted by the admin password creation page. Enter a password that will be used to access the routers admin dashboard and confirm it.
Next page will ask you to log in, use the password from the previous page.
The 1st page is Timezone. Leave it as yet and click next.
On the next page it must be router mode
Connection type PPPoE
Enter your Broadband username and password (I will send it shortly.
Dont select change anything else - just click next
Next page is Wi-Fi details
Enter what you want your Wi-Fi name and password to be and click next
It is essential, as per our SLA with the fiber providers, that we follow the exact troubleshooting procedures before logging any fault. Unfortunately, they do not accept tests conducted over Wi-Fi, as it doesnât help us pinpoint the source of the issue.
I understand how frustrating this can be, and I truly appreciate your patience. To ensure we resolve your query as quickly as possible, I recommend using a PC to perform a direct test. Without this step, we wonât be able to log a fault, which may delay resolving your issue. Thank you for your cooperation as we work together to find a solution.
Just a quick heads-up: as per our SLA with the fibre providers, tests done over Wi-Fi canât be accepted for fault reporting.
I know itâs a bit inconvenient, but to ensure we resolve your issue quickly, we need to test with a direct wired connection to the fibre box (ONT). Without this, we canât log a fault and that may delay the fix.
Thanks so much for understanding and helping us get this sorted properly!
I understand that testing directly to the ONT might not be ideal â and Iâm really sorry for the inconvenience.
That said, in line with our SLA with the fibre providers, speed tests over Wi-Fi are not accepted, as they donât accurately reflect the actual line performance.
We appreciate your patience and understanding â this step helps us log the fault correctly and speed up resolution.
Hereâs how to set up a PPPoE connection on Windows:
Open the Start Menu and go to Settings
Click Network & Internet, then Dial-up in the left pane
Click Set up a new connection
In the new window, select Connect to the Internet and click Next
Click Broadband (PPPoE)
Enter your PPPoE username and password
Click Connect
Let us know if you need help with your login details!
Log into Clientzone
Click on *My Account*
Scroll to *Support Contacts*
Click on *Add New Support Contact*
Complete the form and click *Add New Contact*
Unfortunately, in order for me to assist you further with this query, the account holder needs to add your name and contact number as a support contact in Clientzone.
To do so, log into Clientzone.afrihost.com
Click on My Account
On the left-hand menu, select "Support Contacts"
Once that has been done, we can assist further.
Iâm sorry, but this change requires a written authorization from the primary contact registered with Afrihost. Unfortunately, WhatsApp support canât be accepted as authorization; itâs meant for quick assistance with first-level issues.
Could you please send an email with the details to support@afrihost.com? This will help our agents resolve your request as quickly as possible. Thank you for your understanding!
Log into clientzone *https://clientzone.afrihost.com*
Click on the *Get Help* tab.
Click on *Request a Call Me Back*.
Enter your contact details, the product that you need help with, and when we should contact you.
Once done, click on the *Call Me Back* button to submit your request.
Unfortunately, this channel doesnât support voice calls.
If youâd like one of our agents to call you, please log a callback request via the support menu on the Afrihost app or in ClientZone.
Weâll get back to you as soon as possible!
Unfortunately we do not have facilities for calls on this support channel.
If you need to speak with a support agent, please log a callback request through the Get Help menu in clientzone.afrihost.com or the Afrihost app.
You can also call our toll-free line 0800 011 000 (free from all SA Networks)
In the meantime, Iâm here to help you as much as I can via WhatsApp! đ
Unfortunately we do not have facilities for calls on this channel. If you would like a call please log a callback in Clientzone or the Afrihost app.
You can also call our toll free helpline on 0800 011 000
I want to make you aware that if you decide to cancel the service or if the account falls into arrears within the first 6 months, a cancellation fee of R999 will apply.
Please let me know if you have any questions or if thereâs anything else I can assist you with.
If you would like us to update the details for you, you will need to provide the following:
1. A picture of you holding your ID Document
2. The 1st 3 and last 3 numbers of the bank account number, we debit your monthly fee.
3. List of services you have with us.
Send the above to legal@afrihost.com and provide me the ticket ID
Just a heads-up: emails from Afrihost regarding your account will always be sent to the primary email address associated with your account.
You can expect these emails to come from either noreply@afrihost.com or support@afrihost.com. If you have any concerns or need further clarification, feel free to ask!
The WhatsApp Support hours are:
Weekdays: 7:00 to 19:30
Weekends and Holidays: 7:00 to 17:30
I am sorry for the issue you are experiencing with Microsoft Teams. We will need to trace the route from your network to the Microsoft Teams server to see where the issue is.
To do the traceroute please follow the below steps:
Press the *Windows key + R* and type *CMD* in the _Open_ text box.
Press enter
Type *tracert world.tr.teams.microsoft.com* and press enter
Please take a screenshot of the results.
Just a heads-up, I do attend to multiple chats at once, so there might be a slight delay in responses.
Iâm truly sorry for any inconvenience this may cause and appreciate your understanding.
To edit the delivery method to WhatsApp
Log into Clientzone
Click on My Account
Click on OTP Configuration (on the left)
Select WhatsApp
Click Update OTP Methods
To update your mobile number in Clientzone:
Go to Clientzone.afrihost.com
Click on *My Account*
Update the number
Click on Save
I'm sorry, but we don't have the capability to play back voice notes.
Could you please convert your message to text? That way, I'll be able to assist you more effectively.
Thank you for your understanding!
DNS Server 1: ns.dns1.co.za
DNS Server 2: ns.dns2.co.za
DNS Server 3: ns.otherdns.net
DNS Server 4: ns.otherdns.com
Iâm really sorry to hear that you want to cancel your hosting package with us.
To proceed with the cancellation, please log into clientzone.afrihost.com:
Click on Hosting.
Select your domain.
Click on Edit Package.
Youâll find the cancellation option on the right.
If youâd like to keep your domain but just stop the hosting service, you can change the package to Domain Parking on the left instead of cancelling. Domain Parking does not have a monthly fee. The only charges will be the annual domain renewal fee.
If you have any questions or need assistance, please feel free to reach out!
Go to clientzone.afrihost.com
Click on *Hosting*
Click on your domain
Click *Website Manager*
Click *Reset Password*
A popup will appear with the details. *Note this down as it will only be shown once.*
To change hosting packages please log into clientzone.afrihost.com
Click on *Hosting*
Click on the Domain (on the right)
Click on *Edit Package*
Select a package,
Accept the terms
Click *Change Package*
To change the PHP version on your domain log into Clientzone.
Click on *Hosting*
Click on the Domain
Click on *Website Manager*
Click on *Log into Website Manager*
In cPanel search in the top right for *MultiPHP Manager* and click on it
Select your domain and use the drop-down box above it on the right to select required PHP version then click *Apply*
Go to clientzone.afrihost.com
Click on *Hosting*
Click on your domain
Click *Website Manager*
Click *Log into Website Manager*
A dedicated solution means you get your own server â no sharing with anyone else. All the serverâs resources are just for your domain(s).
Right now, you are on a shared server, which means your site shares space and resources with others. So the packages and limits are pre-set by us.
You can check out our dedicated packages here: https://www.afrihost.com/dedicated-hosting
There are two types of dedicated hosting:
đ§ Self-Managed â You manage everything yourself. We dont offer support with this option. If you do need help, our server admins can assist, but they will bill you for their time. Also, a cPanel licence is not included â it is an optional extra.
đ ď¸ Managed â We help you manage the server, and it includes a cPanel licence. This is ideal if you want more support from us.
To delete the contents of the website, you can do so in cPanel
Go to clientzone.afrihost.com
Click on *Hosting*
Click on the Domain
Click on *Website Manager*
Click on *Log into Website Manager*
When cPanel opens:
Click on *File Manager*
Open the *public_html* folder by clicking on it
At the top click on *"Select all"*
Click *Delete*
To delete the associated database:
Click on *MySQL Databases* in cPanel
Scroll to *"Current Databases"*
Find the one you wish to delete and press the *Delete* button on the Right of it.
The issue is that your account has reached its disk space quota, which can lead to file corruption, so the account has been locked to prevent this.
To resolve this, youâll need to upgrade your account to allocate more space.
To change hosting packages, please log into clientzone.afrihost.com
Click on *Hosting*
Click on the Domain
Click on *Edit Package*
Select a package,
Select *"NO"* in DNS change
Accept the terms
Click *Change Package*
The change should be completed within 15 minutes
If you have any questions about the upgrade process or need assistance, please let me know!
To edit your DNS settings please log into clientzone.afrihost.com
Click on *Hosting*
Click on _The Domain_
Click on *Hosting settings*
Click on *DNS Editor*
Log into clientzone.afrihost.com
Go to Hosting
Click on the Domain
Select hosting settings
Select DNS Management
Create add in the sites menu using the below:
press ctrl + S on your keyboard.
Click on New Site
Host: Enter your domain (without wwww or http://)
Protocol: FTP - File Transfer Protocol
Encryption: Use Explicit FTP over TLS if Available
Logon Type: Normal
User: Your cPanel username
Password: Your cPanel password
Click connect
First you will need to get your FTP/cPanel details:
Go to clientzone.afrihost.com
Click on *Hosting*
Click on _your domain_
Click *Website Manager*
Click *Reset Password*
A popup will appear with your hosting account details. _*Note this down, as it will only be shown once.*_
To upload your site download and install Filezilla from here https://filezilla-project.org/download.php
Open the Filezilla Client
Create a new site in the sites menu using the below:
press ctrl + S on your keyboard
Click on *New Site*
Host: Enter your domain (without www or http://)
Protocol: FTP - File Transfer Protocol
Encryption: Use explicit FTP over TLS if available
Login Type: Normal
User: _Your hosting account username_
Password: _Your hosting account password_
Click *Connect*
Once connected in the remote menu on the right, click on public_html
Delete/rename the _index.php_ file already there
Upload your own files to the folder. Be sure that you have an index file, so the server knows what the 1st page is to load.
We understand that a hosting service outage can be frustrating, and we sincerely apologize for the inconvenience.
We are actively working to resolve the issue and appreciate your patience during this time.
Any updates will be posted here: https://www.afrihost.com/status?product=hosting
Here are the steps to transfer your domain from your current host to Afrihost:
1. Check the cancellation procedure with your current host.
2. Sign up for the package of your choice on our website, Afrihost Shared Hosting, and select the transfer option during signup (make sure not to choose new registration or self-managed).
3. We will then submit the transfer request for you.
4. Youâll receive an email asking you to accept the transfer request.
The transfer process can take up to 5 days to complete. Once itâs done, you can upload a backup from your previous host to your hosting account with us. After that, just email hosting@afrihost.com to request a restoration.
Once everything is set up, your website will be accessible on our server.
I hope this information helps! If you have any questions or need assistance, feel free to reach out.
You'll need to request a backup from your current host and then upload it to your hosting account with us. After that, please email hosting@afrihost.com to request the restoration.
If you need any assistance along the way, feel free to reach out!
Go to clientzone.afrihost.com
Click on hosting
Click on your domain
Click Website Manager
Click on Log into Website Manager
Click on File Manager
DoubleClick on the folder to which you would like to upload files.
Click Upload from the top toolbar.
Click Browse (some web browsers will have Choose File instead).
Select the file on your computer that you wish to upload.
Once the file has been selected, it will automatically upload.
*SIM + Device*
Should you cancel your package in *less than 6 months* from signup date,
or your account falls into arrears, you will automatically be charged a *cancellation fee of R999*.
*SIM Only*
The cancellation fee does NOT apply to SIM Only packages.
These packages can be cancelled at any time before the 15th of the month.
I'm sorry, but it looks like youâve used up your data allocation, and your account has been capped. If you need additional data, you can easily top up your account through Clientzone.
Log into clientzone.afrihost.com
Click on "Connectivity"
Click on your LTE package
Click on "Topups"
You can also do this via the Afrihost App:
Open the App
At the top, select "Wireless"
Select the package
Select Topup
If you have any questions or need assistance with the process, please let me know!
Log into Clientzone
Click on Connectivity
Click on the package on the right
Click on Change Location
Afrihost can only allow devices which have been network approved by MTN from a quality and reliability perspective. We have identified a range of devices which specifically suit a Fixed Wireless offer.
*BROVI*: 5G CPE 5 H155-381, 5G H155-382, 5G H352-381
*HUAWEI*: 5G CPE PRO 2, 5G SIC
*NOKIA*: FastMile 5G Gateway 3.2
*TOZED*: ZLT X100 PRO, ZLT X20
*TP-LINK*: NX510v
*ZTE*: 5G CPE MC801A, G5B, G5C, G5TS, MC888 5G, MC888D 5G, MC889 5G, MF296D, MF297D
*ZYXEL*: LTE7490-M904
You can do it in Clientzone
Log into Clientzone
Click on *Connectivity*
Click on the data package
Click on *Change Location*
The update should be completed within 2 hours
Iâm really sorry to hear youâre experiencing speed issues. Letâs run a quick test to help figure out whatâs going on.
đ Step 1: Plug a LAN (network) cable from LAN Port 1 on your router directly into your computer or laptop.
đ Step 2: Power off the router for 30 seconds, then switch it back on.
đ Step 3: Go to speedtest.net and run a speed test.
đ§ Step 4: Run a traceroute to check the connection path:
Press *Windows key + R*
Type *CMD* and press Enter
In the black window that opens, type: *tracert 154.0.167.27* and hit Enter
đ¸ Step 5: Please send us screenshots of:
The speed test results
The traceroute results
The physical connection between your router and computer
A full screenshot of your computer screen (to show the full context)
Let me know once thatâs done â Iâll take it from there and help get this sorted!
Fibre is not available at that address, unfortunately.
You can have a look at Fixed LTE as an alternative. You can view the packages here: afrihost.com/lte
Please note that you will need an approved device, as listed on the website, to use the LTE service.
20Mbps Uncapped R997.00 pm
First 600GB at 20Mbps.
Thereafter 50GB at 4Mbps.
Thereafter unlimited data for the rest of the month at 2Mbps.
10Mbps Telkom LTE Uncapped R597.00 pm
First 500GB at 10Mbps.
Thereafter 50GB at 4Mbps.
Thereafter unlimited data for the rest of the month at 2Mbps.
You can do that in Clientzone
please log into Clientzone
Click on Connectivity
Click on the package
Click on Data Topups
Select Topup amount
Select Payment Method
Accept the terms
Click Topup My Data
Uncapped thresholds and throttling.
Pure LTE Uncapped
20Mbps - Subject to a monthly threshold of 100GB. Once youâve reached your monthly data limit, your connection speed will be limited to 4Mbps for the remainder of the month.
50Mbps - Subject to a monthly threshold of 150GB. Once youâve reached your monthly data limit, your connection speed will be limited to 4Mbps for the remainder of the month.
100Mbps - Subject to a monthly threshold of 500GB. Once youâve reached your monthly data limit, your connection speed will be limited to 10Mbps for the remainder of the month.
Unlimited - Subject to a monthly threshold of 1TB. Once youâve reached your monthly data limit, your connection speed will be limited to 4Mbps for the remainder of the month.
All Afrihost Pure LTE uncapped packages are subject to usage thresholds. These are:
20Mbps - 100GB. Once youâve reached your monthly data limit, your connection speed will be limited to 4Mbps for the remainder of the month.
50Mbps - 150GB. Once youâve reached your monthly data limit, your connection speed will be limited to 4Mbps for the remainder of the month.
100Mbps - 500GB. Once youâve reached your monthly data limit, your connection speed will be limited to 10Mbps for the remainder of the month.
Unlimited - 1TB. Once youâve reached your monthly data limit, your connection speed will be limited to 4Mbps for the remainder of the month.
*Uncapped thresholds and throttling.*
*20Mbps* - Have a monthly usage limit of 100GB. Once youâve reached your monthly data limit, your connection speed will be limited to *4Mbps* for the remainder of the month.
*50Mbps* - Have a monthly usage limit of 150GB. Once youâve reached your monthly data limit, your connection speed will be limited to *4Mbps* for the remainder of the month.
*100Mbps* - Have a monthly usage limit of of 500GB. Once youâve reached your monthly data limit, your connection speed will be limited to *10Mbps* for the remainder of the month.
*Unlimited* - Have a monthly usage limit of 1TB. Once youâve reached your monthly data limit, your connection speed will be limited to *4Mbps* for the remainder of the month.
You need to go to afrihost.com and sign up any product. Go through the process up to the checkout page after adding payment details but *do not check out*
You need to go to afrihost.com and sign up any product. Go through the process up to the checkout page after adding payment details but *do not check out*
That will create a profile that services can be transferred to.
To check if thereâs coverage in your area, please visit http://afrihost.com/fibre and enter your address in the coverage checker.
Once youâve confirmed coverage, you can sign up for the package that best suits your needs from the options provided.
If you have any questions or need assistance, feel free to ask!
To check if thereâs coverage in your area, please visit afrihost.com/lte and enter your address in the coverage checker.
Once youâve confirmed coverage, you can sign up for the package that best suits your needs from the options provided.
If you have any questions or need assistance, feel free to ask!
I see youâve chosen to collect your order from our walk-in centre â feel free to pop in whenever itâs convenient for you!
Weâre open from 8 AM to 5 PM on weekdays, but please note that weâre closed on weekends and public holidays.
đ Collection address:
Afrihost ISP
376 Rivonia Blvd
Edenburg, Sandton
If you have any questions or need help with anything else, Iâm just a message away!
I'm really sorry to read that youâre considering cancelling your service with us.
May I ask whatâs prompted this decision? If thereâs anything I can do to help or address any issues, please let me know
I'm really sorry, but weâre currently unable to access your account as itâs been locked for extended validation by our security systems.
To unlock the account, please complete the verification form here: https://support.afrihost.com/forms/review.php.
Alternatively, you can email the VC code from your bank statement (from your most recent Afrihost transaction) to security@afrihost.com.
đ Example of the code format: 12AB3DVC
Once submitted, our Account Security team will review your verification submission and reach out to you directly. Please note that this process is handled by their team, so we arenât able to provide an exact timeline â but rest assured, theyâll attend to it as soon as possible.
If you need any help while you wait, Iâm right here!
Iâve sent a password reset link to your registered email address, and you should receive it shortly.
Please click on the link in the email to start the reset process.
If you donât see it in your inbox soon, be sure to check your spam or junk folder.
If you need any help, just let me know!
Iâve sent a manual OTP to the email and mobile number registered with Afrihost. You can use that to log into your Clientzone.
If you have any issues or need further assistance, please donât hesitate to reach out!
Please visit clientzone.afrihost.com and enter your email address. Then, click on the _Forgot Password_ link under the password field.
Youâll receive a password reset link in your email to help you set a new password.
If you need any assistance during the process, just let me know!
You can reset the password in Clientzone.
Log into Clientzone.afrihost.com
Click on VoIP
Click on the Voip Number in question
Click on Configuration
Click on *Reset Password*
https://play.google.com/store/apps/details?id=com.vrem.wifianalyzer