Afrihost bad service ! Stay away

So Afrihost has blocked all correspondence from my side on Facebook. Like the child who throws dirty clothes under the bed to make it seem clean . They tell you to play by their rules . But ignore your tickets and call back requests. When you comment on the add advertising the service that they still have to provide to you almost a month later , warning others and communicating with others with the exact same lack of service - they block you . Well here we go . This is my message to you . I have been a loyal Afrihost customer for more than two years . Due to us expanding our family we had to move to a new premises that unfortunately is not fibre ready and had to resort to DSL.

I ordered our DSL line prior to our move on the 21st of June , and followed up if everything was in order on the 22nd of June. We waited patiently for the maximum of 14 working days as we were promised, which elapsed on Thursday 9th of July . I also made contact within that week to make sure that installation will take place within the week , which was confirmed. Yet we had no communication from Afrihost or Openserve as to a date or time .

On Thursday that week my husband decided to take the wheel to spare me any more frustration on this part . He phoned in and was told that there was in fact a system error from Afrihosts side and the order had only been placed on the 26th of June . But he was reassured that it has been escalated to the relevant department and we WILL hear from Afrihost on Monday . Again , no contact had been made from Afrihosts side . He had phoned in again , and the same information was given . On one of the multiple occasions he had phoned in ( on his own expense ) he was simply told that he himself must phone Openserve. And as I explained to members of your staff , Afrihosts - the ISP is the middle man . The company used so we do not have to deal with Telkom or any of the other companies. That is literally what we as customers use you for . If you look at prices from Telkom etc you can clearly see that you are more expensive . But we as customers pay you so we do not have to get as irate as we currently are . from Afrihosts side . He had phoned in again , and the same information was given . On one of the multiple occasions he had phoned in ( on his own expense ) he was simply told that he himself must phone Openserve. And as I explained to members of your staff , Afrihosts - the ISP is the middle man . The company used so we do not have to deal with Telkom or any of the other companies. That is literally what we as customers use you for . If you look at prices from Telkom etc you can clearly see that you are more expensive . But we as customers pay you so we do not have to get as irate as we currently are .

When my husband phoned yesterday, he was told that due to some or other new problems the order was placed on the 14th of July . In our current times having to work from home, pay cuts and general hysteria I’m sure you can understand our frustration with the lack of service , communication and plain good old customer service.

Now that brings me to the next point- your lack of customer service and respect. We all work really hard for our money . And in our current time internet connection is not a luxury, but a necessity. If my workplace or company had caused so much inconvenience in one household, I would have tried to assist and give a callback to the client daily or every second day to keep them updated . Offered them LTE or some sort of assistance for the meantime as we have already spent over R2000 combined this month just to do our work . Yet it’s like our hard earned money is not worth your time. The same goes for trying to get anyone’s attention at Afrihosts. My Facebook messages does not get any feedback. I resorted to comment on your Adverti*****t for your DSL , asking the question that apparently many others are struggling with , and well , color me surprised - my comments get deleted and I get blocked on your page . Yesterday I logged a ticket for a callback for around 16:00 , at 12:17 with my phone in my hand typing a msg , my phone rings once and then Afrihost hangs up . Just as if to say “ well **** you “ Now , Do a quick google search for Afrihosts service , and you will see that we are not the only people who are frustrated by the level of service we are receiving . Same goes for your social media platforms . It seems that Afrihosts is rolling in the dough and since you have a good amount of customers , and you had won your award a time back you don’t need to focus on your customers any more .

Like I had said to your support staff . I would like to know what is going on , should we find another provider ( it seems that telkom themselves have a quicker turnaround time as my request for a callback was answered in 15 minutes) , and I do not simply want to hear “ it has been escalated to the relevant department.