Absolutely pathetic service from Afrihost & Vodacom

I am writing to express my deep dissatisfaction with the service I have received from Afrihost. I am experiencing recurring quarterly wifi shutdown issues that have not been resolved despite multiple attempts to escalate the problem.

Every time I contact your support team, I am asked to provide pictures of the router, which seems unnecessary and unhelpful, as nothing ever comes of it. After submitting the required images, a ticket is supposedly logged with another department, but this has not been the case on three separate occasions. On each of these occasions, I was told that I would receive an SMS with a reference, but this never happened. When I followed up days later, I was told the ticket had been lost and a new one was logged.

I have repeatedly asked for my ticket reference number to ensure it doesn’t get lost again, but this request has been ignored. The situation worsens with Vodacom, who seems to be impossible to contact. Once the issue is with Vodacom, it feels as though no one at Afrihost, not even managers, can assist or provide any follow-up. This lack of communication is unacceptable.

I have also faced extended delays, with my wifi issue often taking over a week to be resolved. I have considered cancelling my service, but I was informed that I would need to give a one-month advance notice for your delayed service. This has resulted in me losing over two months' worth of wifi subscriptions due to the ongoing issues.

Afrihost, this experience has been incredibly frustrating, and I urge you to improve communication both with your customers and with Vodacom. I expect better service and transparency moving forward.