AFRIHOST TERRIBLE SERVICE
Was with Afrihost Fiber for approximately 4 years give or take. The last month that I was with them was October 2025. I provided them with a month's cancellation in September 2025. The last week an half of being with Afrihost in October was nothing less then horrible. I guess because I cancelled the service and it was coming to an end they just didn't care whether the fiber worked or not. I called them repeatedly telling them that we are unable to access the service. Come to a point where they AFRIHOST had OCTOTEL come to the residence to come and check the infrastructure which OCTOTEL gave the clear for and said the fault is not infrastructure but rather an ISP issue. Well I requested a REBATE because we could simply not use the service and I was informed by the not so brite WENDY who is the accounts manager that she will have to speak to Warren the Technical Support Manager whether he thinks I'm entitled to a rebate We'll he came back and told I'm not entitled to a rebate.
I told that the way I signed up for is a 100 x100 meg line an on the occasions over the last week and half where we were able to acces the fiber it was running at less then 20 meg and that was if we were able to access.
I TOLD WENDY THE ACCOUNTS MANAGER THAT THAT IS SO UNFAIR BECAUSE I AM PAYING R849 FOR A 100X100 SO IF THEY ARE PROVIDING ME WITH LESS THEN 20MEG LINE SPEED DO SHE THINK THAT IS FAIR. I response blew my mind cause this something I did not know:
She SAID that AFRIHOST DO NOT PROVIDE REBATES FOR POOR SERVICE DELIVERY. THEY ONLY PROVIDE REBATES IF OCTOTELS INFRASTRUCTURE IS DAMAGED. I asked her if I provide her with a service and do not deliver my end of the agreed terms (poor customer service) does she not find something wrong with that she just kept saying that is unfortunately the case they wil not rebate customer if AFRIHOST PROVIDE POOR CUSTOMER SERVICE.
Well against my better judgement I then go and take out a PURE WIRELESS package through who ELSE, AFRIHOST now when I looked at the package it was advertised for R599 and it was 100x100 uncapped through MTN.
Well what I did not know with the absolutely nonsense package is that your throttled in 3 stages. I only found this out when the internet speed was running at less then 20meg. I called in and queried why the service was so slow and was then told that Oh you have been throttled at 300gig then 600gig and then at 1TB then my speed was running at 1mb per sec.
None of the customer support agents had the decency to tell me that dear customer JUST KEEP IN MIND THAT WHEN MOVING TO THE PURE WIRELESS THING THAT YOU WILL BE THROTTLED AT 300 600 AND TB are you ok with this. Since you are coming from unshaped, UNTROTTLED package
WHEN I SPOKE TO Dear WENDY ABOUT THIS I TOLD HER THAT I CANNOT DEAL WITH THIS AND I TOLD HER I HAVE CANCELLED THE PURE WIRELESS PACKAGE CAUSE IT WILL NOT WORK FOR MY HOUSEHOLD. SHE AS THE MANAGER COULD HAVE ADVISED ME THAT OH SIR HOLD ON ONE MINUTE REMEMBER THAT SINCE YOU ONLY HAVE THE PURE WIRELESS PACKAGE FOR 2 MONTHS YOU WILL BE PAYING A PENALTY.
WHEN I TOLD HER THIS SHE HAD THIS NEVER MIND ATTITUDE LIKE SHE WAS IMPLYING OH SO YOU SHOULD MAYBE CHECK THE TERMS AND CONDITIONS.
SHE ALSO MENTIONED THAT I MUST PAY THE PENALTY OF R900 AND SOMETHING RAND I ASKED WHY AND SHE SAID OH BECAUSE THEY GAVE ME A ROUTER. I SAID YOU CAN COME FETCH IT BECAUSE IT INLY BEEN HERE FOR 2 MONTHS AND SHE RESPONDED BY SAYING OH ITS USED NOW.
AFRIHOST CUSTOMER SERVICE IS THE PITS THE AGENTS DON'T MAKE NOTES AND THEY DON'T MAKE NOTES ON ACCOUNTS SO WHEN YOU CALL IN YOU HAVE YO EXPLAIN YOURSELF AGAIN. SERIOUS LACK OF KNOWLEDGE AS WELL