Afrihost service is not worth the risk

After many years as a client with Afrihost I think I have finally decided to leave as the level of service has gone to non-existing. Here is my issue:

Afrihost is my ISP and I am on a 100/100 uncapped fibre package. On Thursday morning last week my Internet connection went down and as I am not a novice at this and have a level of understanding I went through all the normal steps to assess the issue with no luck. I finally decided to contact Afrihost for support and that is where it all went wrong.

Qs I prefer to speak to someone I decided to call support as I always do. I was greeted with a "Your call will take an estimated 47min to answer". Not really keen to hold that long I then decided to follow their Whatsapp chat route. The moment I sent a message I received some basic info directing me to their Help site. As this was more a technical issue I waited which turned out a 4 hour wait with no answer. I then tried to log a "Call me back" request and again, a couple of hours went by with no input. I went on the system again and logged another "Call me back" but this time I scheduled a time as they are supposedly available until 9pm. Still no luck. Getting desperate now I tried to Whatsapp them and now was greeted with "All our agents are offline". Later that night I submitted a support ticket on their email system and received the auto response with the normal blurb.

Friday Morning, I decided to call again as I was now getting desperate. After a 45 min hold I was greeted by an agent who promptly told me the issue is Definitely with the fibre provider and they will submit a fault. 3 hours went by with now feedback. I then decided to phone the fibre provider directly who told me they saw the ticket but there was no info on the ticket and for that reason they could not do anything. At this point I had still not had any feedback from Afrihost.

I manage to convince the fibre provider to come out and check which they did. The found some issues on the line which they immediately resolved. On checking, there was still no luck. The fibre provider then told me the issue lies with Afrihost and I should contact them again.

I again went through all their normal and suggested channels with no luck. Infact, their preferred method, Whatsapp, was now offline the whole of Friday. Bracing myself I made another call. I waited 38 min before my call was answered. Again, I had to go through the normal router off/on, ONT check blah blah and I promptly did that. This time I was told again the problem is with the fibre provider but not to worry, they will handle it.

After 5 or on weekends, there is absolutely no way you can get any assistance with Afrihost. Their phone lines are de-activated and non of the other channels work.

It is now Saturday afternoon and even though I was told that technical works 24 hours, I have not had any luck. My internet is still down and my service provider is unreachable.

Now let me be very clear, I am not sure at what end the fault lies, but as we all know, your ISP is your service provider and the entity you have a service agreement with. I have had NO follow ups and NO indication that this issue will be resolved anytime soon.

Are you telling me that when there is a technical issue over a weekend (not that mine started there, there was almost 48 hours before the weekend, there is absolutely no help and support? That is a tell tale sign of trouble.

I would be very interested to see if they respond to this any any tangible fashion (besides their normal apologies).