afrihost customer service

we requested a fibre line, all went well it was so nice to could have done everything online, but then all this awesomeness stopped. we received the router at exactly 2 weeks, which was not the problem. as we done the application they did explain that openserve will install the line they do not do that. However i had to keep on contacting afrihost to hear how far this all is. I sent an mail which suddenly heart that there was an request for an id copy, which was never communicated to us in the first place. then i followed up if they received the id copy for 2 days and still have no clue if the id copy was received. they just do not respond back. thought of using the whatsapp app to communicate to them and they take ages just to reply. and suddenly i have to hear that because we stay in a complex that the ETA is going to take longer as we live in a complex, what kind of an excuse is that? why could they not inform us the moment we app**** for the fibre that living in a complex will take longer for openserve to come and install the line. if we do not follow up with them we will not know what is going on. this is really not the type of service and excuses i expected from afrihost. as i was told that afrihost service is excellent i do beg to differ. if you do not follow up with them you will not get any where. this is not customer service.