Afrihost Nightmare: Delayed Activation, Poor Support & No Resolution!

Dear Afrihost/Frogfoot Support,

I am extremely frustrated with the handling of my service transition and the ongoing connectivity issues. Here’s a breakdown of the situation: • Service Disconnection & ONT Replacement: My previously working service with my former ISP was disconnected by Afrihost/Frogfoot when the ONT was replaced. I was then informed that an emergency release from my previous ISP was holding up activation. • Delays in Activation: Since this happened on Friday and Frogfoot does not perform activations on Saturdays (as per the Afrihost consultant), I was left without service until Monday. When I followed up on Monday, I was told that the activation process had only started that day and could take 48 hours. • Lack of Updates & Miscommunication: I received no further updates until I called in again on Tuesday, only to be told that the line had already been provisioned and was waiting for me to activate—yet I had received no notification regarding this status change. • Technical Issues & Troubleshooting Attempts: I spent 40 minutes with a consultant trying to get the internet working on both my router and laptop. Eventually, the consultant realized that I needed to use Port 2 of the Frogfoot router instead of Port 1, which was never communicated earlier. • The initial activation was attempted from my laptop at activate.afrihost, requiring multiple OTP attempts before finally proceeding. • After submission, my browser displayed a “Disconnected Internet” error. • I then switched to my router, which initially appeared to work, but I suspect my phone was switching between mobile data and WiFi due to an unstable connection. • The connection only works intermittently when I connect directly from the Frogfoot router to my laptop—but not every time. • I tested with three different routers, including a MikroTik, and encountered the same issue: • In router mode, the DHCP client first obtains a 192.***** IP, then renews to 165.255.x.x, and finally to 100.99.x.x—yet still, no internet. • I am unable to ping 8.8.8.8 (Google DNS). • Past Experience with Afrihost: I previously experienced a similar issue at my offices, where Afrihost failed to coordinate the installation with OpenServe for nearly 8 weeks. After canceling the service and reordering the next day, the installation was completed immediately, and the PPPoE credentials were provided before the technician left. • Current Situation & Next Steps: • I called support again this morning around 9 AM, and there is still no update. • It is evident that Afrihost/Frogfoot prioritizes new installations, while existing service migrations and troubleshooting are left unresolved.

At this point, I need immediate resolution. If Afrihost can dispatch a technician to my address at residential today to resolve the issue, I am happy to proceed.

Otherwise, please proceed with cancelling my service.