Afrihost support agent unilaterally decides to change passwords, with material ramifications

After exhausting all avenues of Afrihost’s support channels, I’m now reaching out to this forum to enquire if there is any Afrihost contact details available to whom I can escalate this issue. Over the past week I have used all of the support channels available, viz telephonic, WhatsApp, Twitter and LinkedIn. Telephonic calls to the Afrihost offices to speak to the CEO or their assistant resulted in: “sorry, we don’t have their contact details”, or in one case, the call was simply dropped.

On Mon, 22nd Feb 2021 I made a simple query with the intent of upgrading my Afrihost fibre package.

This resulted in Afrihost’s support agent unilaterally deciding to change my ClientZone and WiFi router passwords (the router is at an unattended site). This was on the support agent’s own accord and they acknowledged their mistake on the WhatsApp conversation. As my site is unattended (in a completely different geographical location to myself), the consequence of Afrihost’s mistake is that all the security and surveillance equipment now has no internet connectivity.

After 1 ½ weeks of “PurePain”, one can only conclude that the Afrihost executive have built an impenetrable wall around themselves by ensuring that their clients only have access to the first line of support. In my particular case, the problem has simply bounced between the support agent and their supervisor for the past 1½ weeks. Including the *** *** *** and *** in the emails has had no effect.

To conclude, this problem, that was created by Afrihost, has material consequences as my security and surveillance systems are now disconnected form the internet. Afrihost is now expecting me to solve (at my cost, which excludes wasted time and effort on this issue) the problem that Afrihost created, by enlisting the services of an IT professional to go to the unattended site and enter the new password. Afrihost has offered one month’s free access. I have however rejected this offer as I simply want my surveillance systems back online and operational. The service from Afrihost will probably only get worse as Afrihost expands and signs up more clients, unless Afrihost appoints a Client Services Director to their executive team.

Any assistance or advice will be greatly appreciated.