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Dear Afrihost,

I am extremely angry and frustrated with the way this matter has been handled.

I have now been dealing with an unacceptable internet service for THREE WEEKS. During this entire period, I have continued paying Afrihost for a 500 Mbps fibre package, yet I am receiving speeds of less than 20 Mbps.

What exactly am I paying for?

I am essentially paying for a service that I am not receiving.

This is not a minor inconvenience. I depend on my internet connection to work and earn an income. Because of this ongoing problem, I am losing money. Today alone I suffered a financial loss because I could not work properly due to the internet connection.

I have contacted Afrihost repeatedly and every time I am given the same basic instructions — switch the router off and on, reset the login, etc. I have followed these instructions, yet nothing has been fixed.

After THREE WEEKS, I should not still be having the same conversation with technical support.

I am paying for 500 Mbps, not less than 20 Mbps. This level of service is completely unacceptable.

I want this matter escalated immediately to a senior technical team and I want a proper explanation of:

* Why I am receiving less than 20 Mbps on a 500 Mbps package. * What the actual fault is. * What Afrihost is doing to fix it. * When my full service will be restored. * Why I should continue paying for a service I have not been receiving. * What credit/refund Afrihost will provide for the period I have effectively been without a usable service.

I am no longer interested in being told to restart the router or reset my login details. That has already been done repeatedly and it has not solved the problem.

I am giving Afrihost 48 HOURS to resolve this matter.

I expect my internet service to be restored to a reasonable and functional level consistent with the 500 Mbps package I am paying for within 48 hours of receiving this complaint.

I do not consider simply opening another ticket, calling me to repeat basic troubleshooting, or providing another scripted response to be a resolution. The actual service needs to be fixed.

If this matter is not resolved within 48 hours, I will proceed with formal escalation through the relevant consumer and telecommunications complaint channels and will also pursue the matter regarding the service charges and financial losses I have incurred as a result of this ongoing failure.

I have been patient for three weeks, but my patience has now run out.

I am paying Afrihost every month. I expect to receive the service I am paying for.

Please treat this as a FINAL ESCALATION and formal complaint.

Regards, Mbali