Afrihost are you amateurs?

I finally decided to join the WiFi Nation and signed up with Afrihost for a wireless connection knowing I want a hassle free and easy system. Little did I know Afrihost was quite the opposite of my expectations. I was immediately debited, days before the router was delivered. So you pay upfront. I received several text messages reminding me to have Rica documents ready upon delivery. I precisely did so. The courier checked and uploaded my docs before leaving my office. Got home plugged the router and all I received was just about an hours connection. I spent the next three days communicating with afrihost support about the lack of connection. Finally, through trial and error they discovered their legal / accounts team deactivated the connection because my ID doc was outstanding. I obviously explained, as per their request this was provided to the courier and was uploaded in my presence upon delivery. I checked my client zone profile several times and here too there was no such indication / request. I questioned why I was disconnected without receiving any request for the doc. There was no valid explanation followed by the usual apology. The agent assured me this will resolve the connection issue so I submitted my ID. Support called me, checked the verification was completed and assured me that when I get home the router will be in order and I will have connection. Got home, no connection. Sent through another ticket. Explained the long story again, received the usual sigh from the agent... Another call full of trial and error and then I was told this must be escalated to CellC, the main service provider. So now after dealing with Afrihost, who I paid for the service, I must now be more tolerant and entertain another party on this query. This query, as well, is not done by afrihost logging the query with CellC but I would have complete another request (form) to initiate this process. Turn around time is 48 hours. The agent explained I am experiencing a coverage issue. Before signing up I checked for coverage on the afrihost web page and received confirmation.

In conclusion, Afrihost does not provide good support and service. All my calls with the support team was trial and error, full of "uhms" and sighs. I could clearly identify from the agents tone that afrihost receives many queries of this nature. The Facebook messenger team merely apologizes and counsels your frustrations but are not actively involved in resolution. The Facebook team also confirmed that Afrihost works on a process of elimination to get to the root of the problem. Afrihost are you amateurs? Is this the service and support I signed up for?

Applying for my passport at home affairs was a much better experience than dealing with afrihost. That's right you make Home Affairs look efficient!