AFRIHOST poor customer service

Very disappointed in the service from Afrihost.

I signed up with Afrihost's LTE services close to 3 years ago (signed up Aug'19). In the first 1.5 years, I didn't have any major complaints regarding the connectivity, speed & stability of the line. There were minor hiccups from time to time, but was resolved after logging support calls with Afrihost.

The connectivity, speed & stability I was enjoying in July 2021, was exceeding my expectations. I was getting download speeds of up to 120mbps. Upload speeds of up to 47mpbs. This was amazing at at the time. I have screenshots of these speed tests which indicates the above numbers, which I've sent to Afrihost on various occasions when reporting the poor connectivity I've experienced since Oct'21.

Since Oct'21 I started logging support calls due to the extreme poor connectivity I started experiencing. My internet is unbearably slow and unstable. For the first time, when making use of streaming services, it buffers at random times. This never use to be a problem. During online gaming, my latency is absurdly high, which makes the experience intolerable. This also never use to be a problem. I started getting download speeds of 6mbps, 9mbps, compared to the 120mpbs I enjoyed before. If the speed performance dropped with 1-5 mbps, I wouldn't be here making this post, but it dropped with approximately 110mbps??

I logged approximately 7-8 different calls, reporting this poor connectivity. The issue is just never resolved. I get redirected by the customer agent, told to restart my router etc, but that doesn't fix the issue.

I continued logging support calls in 2022 as the issue persisted, but still no improvement. During April - May'22 the technician I was in contact with didn't even respond to an email sent, for +- 7 days. After 7 days, I would send a follow-up email, after which I get a response of saying that the tower was checked and everything is operational.

Surely, if everything is operational, I wouldn't be experiencing these issues, that I didn't have before?? Below the response I received from a "Thomas M" technician from Afrihost:

"Kindly note that F-LTE is a best effort service and the speeds are not guaranteed throughout. Users may experience slow speeds at certain times of the day, due to the congestion of the tower (usually during peak hours – night time), the weather may also have an effect.

Speeds and latency are dependent on a variety of factors such as number of devices connected and signal strength. Average speeds remain device and coverage dependent.

The MTN (Pure LTE) Network averages up to 10-150Mbps."

So why, if I never had these issues before, am I getting these issues now, if "everything is operational". I'm getting this poor performance, when the weather is perfect (no winds, storms, rain etc).

I'm disappointed in this response, that Afrihost is not even trying to get the connectivity performance that I had earlier in 2021, back for me and just deflecting the complaint in a way that comes down to, "this is how it is, accept it".

As I'm relocating soon to an area where Fibre internet is available, I was strongly considering using Afrihost again as service provider, but I've lost trust in Afrihost to provide a high quality, result driven service.

I hope that this frustrating experience of my connectivity performance going from good to horrible over the time goes on and the poor customer service received, can help someone else in deciding very carefully who you choose as service provide for an LTE internet service.