Afrihost over promise, under deliver – no service

Tuesday, 28 May 2019: Placed order with Afrihost for a 10Mbps Home Uncapped Fibre Octotel Wednesday, 29 May 2019: Order confirmed by Afrihost. Contacted by Octotel to book an appointment for installation Friday, 31 May 2019: Octotel installs fibre line at my flat Monday, 3 June 2019: Line in connected. Struggle to setup router Tuesday, 4 June 2019: I phone Afrihost for help setting up router. Spoke to Lebogang, who emailed instructions to me and promised to schedule a call back between 18:00 – 18:30 to ensure that I was able to setup router. No phone so my mom sends Afrihost a message on Facebook, eventually get a call back at 20:53 from Cynthia. Cynthia advised Lebogang never scheduled the call back. Cynthia helps to setup my router however I have following issues: • My Laptop connects to 2.6G wifi but is limited and I have no internet access. • My mom cellphone connects to 2.4G wifi, she can browse but the connection is very slow • Mom’s PC connects via cable but connect is very slow • My cellphone doesn’t pick up the 2.4g or 5G wifi Cynthia tries her best but cannot solve my problem, so she schedules another call back for 4 June 2019 between 18:00 – 18:30. Wednesday, 4 June 2019: I receive a call back from (I don’t clearly the name) Siphiwe, who goes through all the steps but still cannot solve my issue. He said will arrange for a courier to call me on Thursday, 06/06/2019 to schedule collection of my router so that it can tested. Thursday, 06/06/2019: Afrihost deducts the amount of R529.00 from my bank account. No call from Afrihost or a courier Friday, 07/06/2019: No call from Afrihost or a courier Monday, 10/06/2019 (12:30): no call from Afrihost or courier Tuesday, 11 June 2019: Received a call from a Technician who advised that he would arrange for a courier to collect my router. After router is collected, Afrihost emails an invoice to me for delivery charge. I escalate the matter to a manager (Richard) as I was never informed or agreed to the charge. Richard agrees that he will credit my account with R99. Still no response from accounts department. Wednesday, 12 June 2019: I receive an email confirming the R99 credit to my account. Thursday, 13/06/2019: Router is delivered. I set up the router. All devices besides my Laptop is able to connect to wifi. Spoke with a technician that has scheduled another with me for Friday, 14/06/2019 to sort out the connectivity issue I have with my Laptop. Friday, 14/6/2019: Receive a call from Afrihost accounts department (Jessica) I raise my concern that I was charged a full month, but I have been able to use my wifi. Jessica said she will send me an email, I need to resound to the email and advise since when I was able to connect the wifi. I respond to Jessica’s email with a full breakdown of the ‘events’, Jessica then responds and says “Please be advised that an escalation has been made to our fibre team. They just have to confirm a few things on their end’ I wait for a call from the technician. I eventually receive a call from a different technician because my mother sent Afrihost a message on Facebook to say that I am waiting for a call. Technician advises that Siphiwe is aware he must give me a but he busy and will call me when he available. He never called me.

Saturday: 15/06/2019: No call from technician and no feedback from accounts

Sunday: 16/06/2019: No call from technician and no feedback from accounts

Monday: 17/06/2019: No call from technician and no feedback from accounts

Tuesday: 18/06/2019: Afrihost now claims (on Facebook) that I was advised that there is a mapping issue. First that I have heard of what the issue is. I have requested evidence that they advised of what the issue is. No email from Jessica, as yet.

I have lost all hope in Afrihost. They are not able to give me any resolution, feedback or service. I will now be fighting the fight for a full refund and cancellation