Afrihost failed to act on discrepancy for weeks, causing avoidable fibre downtime

I recently moved my fibre service from Cybersmart/Lightspeed to Afrihost.

Cybersmart formally flagged the address discrepancy to Afrihost on 22 October. Despite this, Afrihost did not correct the order for several weeks. As a result, my fibre line could not be released or reprovisioned correctly, leaving me without home internet from 1 December until activation.

During this period, I had to rely on paid mobile data to remain connected. Afrihost has confirmed that it does not provide goodwill credits for activation-related delays, even where the delay is caused by an administrative failure to act on information already provided by the upstream network operator.

While the service is now active and working, the experience highlighted:

Poor follow-up on discrepancies raised by the fibre network operator

Rigid escalation processes with no ownership

No goodwill remediation despite avoidable downtime

Prospective customers should be aware that if anything goes wrong during activation or migration, resolution can take weeks, and compensation should not be expected.