Afrihost - Beyond terrible customer experience

I have been experiencing numerous issues with fibre network connection since I first joined Afrihost on their 100mbps plan at R999 since June. At first I tried restarting the line which helped in the short term, after the issue persisted I contacted Afrihost via their Whatsapp chat (attached), where I was continuously prompted to restart, but the line still dropped multiple times per week and I was not (still am not) receiving the 100mbps speed which I am paying for.

I called in to the call centre many times as well, once being on the line for over 1hr 20min, where the agent had come to the conclusion that my fibre line was working fine, and that the modem (provided by Afrihost) would probably be the root of the problem. I requested for someone to come out to assist me, but was told (on this and multiple occasions) that Afrihost had no staff to do call-outs to assist. I was informed by this agent that my (possibly defective) modem would be collected and tested and when I asked if a replacement would be provided, he said that it would be. No response for a week so I then called back, the agent actioned the collection, but nowhere in the form I signed (attached) did it say that I would be charged for this collection. My account was debited the next day with R250 for the collection, when I called in to query this I was told that the R250 would only be refunded to me if the modem was found to be defective and no replacement unit would be provided for me to use in the interim (3-5 working days). I work from home and downtime is not an option, especially considering that this was no fault of my own.

To this day (about 2 weeks later), my defective modem has not been picked up for testing, Afrihost has not followed up with me at all, and I am still receiving line speeds of about only 20% of what I am paying for, with the line still dropping at least twice a day causing major disruptions for me at work. Being debited for the collection without the service being rendered, together with only receiving a fraction of the speed I am paying for, I believe, amounts to non-delivery of a service which is being paid for, which I cannot tolerate any further.

I asked for my contract to be cancelled so I could source another provider, but I was informed that the R999 cancellation fee cannot be waived, I even offered to drop the modem off at their office to waive the cancellation fee but was told that this was not possible.