Afrihost poor service

I moved into a new residence earlier this month, and had put through an order with Afrihost as my ISP and to use Vumatel providing the Fibre Line. Vumatel is the only fibre operator in the complex I am living in.

The order was placed on the 9th March. I was informed on the 12th after contacting Afrihost again to follow up, that there is an existing order on Vumatel’s records. I informed the person who emailed me that I had no other order and to investigate. No response.

After many daily phone calls –( the last one today of over 1.5hrs, to be cut off an no one called back),having to repeat the same story over and over, and unsatisfactory WhatsApp conversations with support staff, it was discovered the previous tenant’s line was not released after cancellation of their MTN account. Due to the previous tenants line still being active, Afrihost have not been able to do complete an installation.

I have been told by Afrihost to phone Vumatel, who then tell me to contact Afrihost, and so we go around and around, with no one taking any accountability. I spoke to a manager of Vumatel on Monday called Gerrit, (whose name I received from the owner of the flat I am in) who assured me that the issue would be resolved and someone would phone me back, which no one did. I called again, and he assured me again the next day and again he said that someone would phone me back. Subsequent to this second call, with no one contacting me from Vumatel, Gerrit now does not answer my calls or respond to my messages.

During the call I was on today (19 March) of 1.5 hrs, I had requested that the Afrihost agent, whose name I can’t remember, get me the contact details of a General Manager at Vumatel. He informed me that the Vumatel person he was speaking to refused to give me any details and suggested I complain on social media!!

I then requested the Afrihost agent to give me the contact details of Afrihost CEO; Gian, who in fact had sent a global message at the time assuring all clients of ongoing help during this challenging time. The agent mentioned that staff are in quarantine…. This was not a joke. I told him that I don’t care where or who was in quarantine, I want to speak to Gian. The agent put me on hold, yet again, and then my line cut off. Neither the agent nor Gian has returned my call.

Is there someone who is actually willing to resolve this issue? This service of both service providers is absolutely disgraceful!

@Vumatel and @Afrihost