Afrihost- Zero Internet joy- Pure disappointment!

I contacted Afrihost on the 31.07.2020 to install fibre in my flat. Upon using the website and typing in my complex name everything showed a green tick to show that there was Fibre in my complex. They deducted my installation fee of R1497 the same day and proceeded to request more information regarding my flat as they could not find my exact address on their system.

Once I provided them with this information, I received no feedback on how far my fibre connectivity was- I called the fibre department three times and was told that my waiting time on the call would be 30,15 and 45 minutes, respectively, using MY airtime. I called again and decided to try the sales department and was assisted almost immediately- funny how a call is answered so quickly when a sale is to be made- The sales department couldn't assist me with the fibre query and told me to call back and select option 2 and 2 again which led to another waiting period.

On the 08.08.2020 I received an email from Afrihost advising that Vumatel could not pick up my address and that they would put my order in a premise creation spreadsheet- they could provide no ETA. However, once they have successfully placed my order there will be another lead time of 7 days for installation. In conclusion they stated that I would wait a maximum of 3 weeks for premise creation and 1 to 7 days for installation until they can officially activate my fibre package.

I would not have taken out Fibre had I known this was going to be such a headache and that I would have to wait basically a month and a half for internet connectivity. That being said- I even called into the sales department upon set up so there were other ways of being advised against taking the fibre package. I know that we have fibre in our area and so if the website says there is fibre then there is fibre in the complex. Wifi would have been an alternative had I been advised otherwise.

I have had ZERO internet joy, contrary to the motto of Afrihost- Pure internet Joy!

I have requested a refund on my installation fee and the effective cancellation in my agreement with them for Fibre- I have received no feedback as yet and from the correspondence time between us, I might only get feedback in a weeks time if I am lucky!