Afrihost - Poor Service across the Board.

Good day,

I have used Afrihost for a number of years both in my personal and professional capacity. Generally my experience with the ISP has been pleasant however my initial opinion is quickly changing.

I recently upgraded my linespeed, with the service coming into affect September 1st. Below a list of my frustrations.

1. I monitored the linespeed and found that I was not upgraded but had been billed for the upgraded package. 2. After speaking to multiple support staff over WhatsApp and calls centres, with little to no useful assistance, 5 days later I was told I was experiencing these issues due to a cable that was the incorrect specification. This should have been considered on troubleshooting day 1. 3. I was instructed to acquire this cable at my own cost. 4. Installing this cable only worsened the issue and I currently sit with a 1Mbps line . A far cry from the 250Mbps I have been billed for. 5. It is now 8 days into the new month and I have no access to the internet via Afrihost. 6. I have also been double billed for this service with no indication of a refund.

I am currently told that my router is resulting in the current issue and to rectify this I am required to drive 50+km to collect the router myself.

As a business owner I am appalled by the technical competency, or lack thereof, from support staff and the poor customer service from the company as a whole.

Regards

Stephen Scholtz