Afrihost and Frogfoot Failure to Deliver

We were moving to a new house and area and as both my wife and I work remote, one of the big things I had to sort out was to have internet. As I have been with Afrihost for more than 10 years, I went onto their website to see what options I had at the new premesis. They indicated that our new house had Fibre available by Frogfoot and showed me the various options with regards to connection speed. I chose a 20mbps line and had to pay a R1246 installation fee immidiately. This was on 4 October 2020. We moved into our new house on the 15th of October and this is where things went pear-shaped. Suddenly the service wasn't actually available yet and Frogfoot still had to install the actual Fibre infrastructure in the area. This was very frustrating to say the least. Why would they show this service as being available on their site if in fact it is not? I was sure Afrihost would step up and get it sorted as I have always had great 5 star service from them. This time around it was very different though.

I constantly had to follow up with Afrihost on the installation (which I was originally told would not take longer than two weeks) and they just kept blaming Frogfoot for the delays. I stayed positive and hoped that they would step up but it never came. I was even told to phone Frogfoot myself, which is totally unacceptable as I had the contract with Afrihost - They needed to sort it out. I can't rememebr how many times this was "escalated" and I was told that they would keep me updated. Yes, Frogfoot was the problem but due to poor communication and follow up, Afrihost was also just as bad here. I mean they were very quick to take my money and then leave me to wait and chase them for feedback.

Long story short, I finally just cancelled this service. After having to pay the installation fee and around R500 a week (for about a month) for mobile data to keep my wife and I going, we decided to go with another solution. I now have to wait for my installation fee to be refunded but I was told today that 'I have to let Afrihost know when the service is cancelled on my profile' (as it is currently being processed) so that they can let their accounts team know to action the refund??? I would think they need to now own this. Why do I still have to do anything at this stage. I just want my money back, so give me a date by when this will be actioned and then just do it. No need for me to play a part in that process.

I must say that I am very disappointed in how Afrihost has handled this matter. Customers need to be kept in the loop and if you guys have a situation where you can't deliver because of companies like Frogfoot, step in, own up and support your customers. I really felt like I was on my own and just had to wait for that one day when Frogfoot decided to action the installation. One of your consultants actually told me that I could wait up to 6 months!!! You can't promise a service and then just leave a customer to wait indefinately.

Hope you guys take on Frogfoot as they are giving you guys a bad name in my area.