Afrihost Pathetic Service - 27 Days with no Internet!

My Internet has been down since the 24th of December, 27 Days now. I have the PureDSL package with Afrihost and Openserve.

We have been calling, whatsapping and sending emails to Afrihost on a daily basis since the 24th of December.

Every time I get the same response from Afrihost, “We are waiting on Openserve to respond and the matter has been escalated with them."

All in all there should be close to 100 communications (WhatsApp included) with Afrihost to try and get my Internet back.

They don’t seem to care when I say that I will take them to Hello Peter, Wendy Nola, Social Media etc. What kind of business ethics is this? Don't you care about your customers?

All I have been asking for from day one was to get an ETA for when they can get a Technician from Openserve to come to my residence.

Whist I understand that there has been some staff shortages with Openserve, I cannot understand that in 27 days of communication with you, that nothing has been done.

I don't even know what's happening. You don't even know what's happening. How is this possible? Isn't there anyone qualified to give me an answer?

I tried contacting Openserv directly but was informed that all dealings with them have to be through the ISP (Afrihost). I deal with you and you tell me it's been escalated to Openserv. This is sending me back and forth. This isn't a game. It's my business that you are hindering.

I have tried numerous times to get hold of a manager from Afrihost but every time they say they will put me through, I always end up with another representative. I have contacted so many of you reps who ensured me that they will get back to me however most never return my calls.

If they oddly do get back to me, I still get the same generic feedback, “We are waiting on Openserve to respond and the matter has been escalated with them."

Do you know how annoying it is having to Repeat the Same story with the Same details over 50 times!? Shouldn't you as an ISP have a system that keeps logs of customers records and history? A simple CRM goes a long way.

For this same reason I have asked multiple times to get a direct email or contact number for 1 specific person that I can deal with so that I do not have to repeat said story over and over. I was advised that it’s not possible and will have to deal with a new rep each time. Can you not even do this for a customer?

The last rep I spoke to told me that he can see on his system that the matter has been escalated twice with Openserv. I wanted to know how this is possible as with close to 100 communications later and promises of escalations, there should be over 50 escalations by now.

He said he will get back to me…I am still waiting.

My sister and I are currently working from home and require the internet to earn a living.

Who is going to Reimburse us for all the Data we had to Purchase due to the Internet being down? Who will Reimburse us for lost Profits? Who will Reimburse for The airtime spent on calls?

I joined Afrihost as I was told that you had the best service in the Industry. This is clearly NOT the case at all.

Afrihost has a massive communication issue with Openserv and as a result there customers must suffer.

Someone in authority at Afrihost or Openserv should at least have the dignity to get back to me.

Please note that my sister has already posted this on social media and is also awaiting a response from them. Seems like service is the same in all departments.

Regards

Anthony Sookdeo