Afrihost & Frogfoot Fibre - no results in client service

I am extremely disappointed with Afrihost’s handling of a new fibre installation fault linked to Frogfoot.

My elderly mother’s connection at Glenhaven Retirement Village in Pretoria has never been up since installation approximately 16 days ago. During this time I have repeatedly contacted Afrihost via WhatsApp support and have been given the same response each time: “the matter has been escalated” and “please allow 24–48 hours.”

Multiple ticket numbers were created for escalation (*** / ***), yet no clear ETA was provided and no technician was dispatched during this period.

What made matters worse was having to repeat the issue to each new consultant, who could not see previous chats and simply started the process again. I was also asked to return to the property again to send photos of the router and ONT lights, despite already making several trips from Midrand to Pretoria to assist. Please note my mother's eyesight prevents assistance in such matters as the plugs that leads to both devices and even the lights that are on does not make sense to her.

This is an elderly customer who depends on the service for communication on her phone and TV streaming. Leaving a pensioner without service for two weeks while repeatedly promising escalations is unacceptable.

When I asked whether downtime would be credited, I was told to contact finance only after the issue is resolved.

Afrihost has always had a strong reputation, but this experience shows poor case ownership, weak communication, and no urgency for vulnerable customers.

I would appreciate immediate intervention, technician dispatch, and fair billing credit for the downtime.