Afrihost Sold Me Fibre, Took Payment, Sent Router – Then Admitted They Cannot Locate My Address

I am extremely disappointed with my recent experience with Afrihost.

Before placing an order on 30 May 2026, I specifically contacted Afrihost because other providers indicated that fibre was not available at my address in Table View, Cape Town.

I provided my full address and asked very clear questions:

Is fibre available at my address? Will Afrihost arrange the installation? Are there any additional installation costs?

The consultant confirmed that fibre coverage existed at my address and that Afrihost would cover the installation and provide the router.

Based on these assurances, I proceeded with the order and payment.

A router was subsequently delivered to my home, but I received no communication from any fibre installer.

When I followed up on 3 June 2026, I was informed that Vumatel could not locate my address on their system. I was then asked to provide the same address information again and submit proof of address. After doing so, Afrihost logged a ticket and assured me that fibre was indeed available and that Vumatel would contact me within 72 hours.

The ticket reference provided was ***0.

After waiting the promised period, I contacted Afrihost again on 6 June 2026. To my surprise, a different consultant advised that my address was still not found and that the issue remained unresolved.

At this point I had:

Been told fibre was available. Been encouraged to place an order. Paid for the service. Received a router. Been assured installation would be arranged. Waited several days with no installer contact. Then been informed that the address could not be located after all.

The most concerning aspect is that Afrihost appears willing to sell a fibre service, accept payment, and dispatch equipment before confirming that the installation can actually proceed.

After receiving contradictory information from multiple consultants and wasting several days trying to obtain clarity, I requested cancellation of the order, collection of the router, and a refund of the delivery costs.

I am posting this review because consumers should be aware of the importance of independently verifying fibre availability before relying on information provided during the sales process.

I hope Afrihost management will review this matter, investigate the conflicting information provided by their consultants, and ensure that future customers are not placed in the same position.

Reference Number: ***0