Afrihost appalling customer service

I am going to try and make this as short as possible.

I recently spoke to Afrihost operators via whatsapp to see what I can do to increase my upload speed of my ADSL.

My line had been synced to 20Mbps for years - the operator suggested that I buy a VDSL router and thus increase the upload speed (ADSL capped at roughly 1 Mbps)

He checked my line, and even included a screen capture showing my line is synced to 20Mbps.

I thought great, easy and painless so I bought the VDSL router suggested and began the process of changing to VDSL.

So for some reason one of the operators requested to have my line speed changed from 20Mbps to 10Mbps (think he/she thought this will improve my quality of internet or something).

After everything was ready I requested to get the line changed to VDSL (which they request from openserve).

After a while nothing happened and I asked for an update, which they only then said VDSL has a minimum line speed requirement of 20Mbps (which I only then realized my speed was changed, and why didn`t the operator requesting the VDSL change see this on my profile when they initiated the request?)

Basically Afrihost tells me my line can`t be synced to 20Mbps........it had been for years and 14 days prior to all of this.

So basically I tried to change packages in clientzone, which cost me extra money and to things suggested by the operator I didn`t need, no override functions for them to change certain actions a customer makes in client zone. It was the most time and money wasting experience I think I have ever had.

The operators really need to be trained better, because they will only give information if asked the correct questions, and assume things without checking it first. I have never had a problem with Afrihost up until this point, and it was so appalling that I am changing ISP`s.

Been a customer of Afrihost for at least 10 years. Really disgusted by the whole experience