Afrihost, Pure Internet Joy? Not so much...

I am an Afrihost Pure Fibre client. Thursday, 27th of February 2020: I app**** for a package upgrade from 20 Mbps to 100 Mbps. Friday the 28th I followed up using the app, because I have not seen any action on my request. And I get a response within a couple of minutes saying everything is on track. And it was still within the reasonable time frame. Saturday morning I followed up again. And the call center agent told me, basically I have no internet package that she can find from the infrastructure provider. Which, (as I told her is impossible because I was watching streaming TV on my connection). So at about that time, I started to get worried, since I happen to know a little bit about how these systems work.

Later on Saturday I spoke to a Team Leader at the call center who told me that my ONT device`s serial number wasn`t entered by the installation technician. But he will capture it and have it sorted out real quick. He then attempted to enter it, and I instantly lost my internet connection. (This being the connection we use for work each day). He then went on to try and fix it with no success. But he promises to phone me back first thing on Sunday morning the 1st of March.

Sunday late in the morning I got in touch with the call center and asked to speak to him, because I wanted to know what exactly is going on. But he let me know via the agent, he was busy and he will phone me back. That afternoon I got hold of the call center again, and asked to speak with him, and they told me he is on another call, so I said I`ll hold... BIG MISTAKE! He lets me hold for an hour and a half, before I gave up.

Monday afternoon after I have contacted the call center many times a technician from the infrastructure provider comes out to my house. He does a 5 minute job and my internet is back online. But my line is still at 20 Mbps.

After that, things started to go south rather badly. Each day I followed up on the status of my upgrade, only to hear that they can`t find my account details and the fault is with the infrastructure provider, and they have escalated it etc. etc. And each time is ask to speak with the elusive team leader, but he continued to refuse to speak to me.

At this point I would like to make special mention of the call center agents. They really to their level best to help you. However it is clear that they have zero backing from their leadership, in terms of client relations.

So here we are now: Thursday the 5th of March. I am still on a 20 Mbps connection. After many, many call center calls and holding on lines for hours. I still don`t know exactly why nothing is happening. I have requested to speak to the Support Manager, but he doesn`t take incoming calls, nor does he phone a client back. (I am still waiting for him and the team leader to call me back after numerous requests.)

Here is my expectations from you as a paying client: 1. I would like to speak to the team manager in question. 2. I would like to speak to the Support Manager. 3. I would like to see a clear escalation path be put in place where we as the clients can interface with the people in charge at Afrihost. This is not a strange request. In the industry we refer to it as CSI - Continuous Service Improvement. 4. I want to speak to a "higher up" in individual without having to pull the proverbial teeth 5. I want client support leadership to take ownership of the situation, speak to us and stop passing the buck. You are hurting your own company.

And lastly:

6. I would like the 100 Mbps account upgrade that I app**** for. Without drama or me having to take hours out of my day to sit on hold at a call center.

I have always recommended Afrihost to everyone who wanted advise on a good ISP. How wrong I was proven. This experience has been by far the worst client support experience I have had, and I am including support from Home Affairs department here.

Kindly tell me if my expectations of you are too high Afrihost. You have my contact details. I`m waiting.