At my wits end with AfriHost

<p>This shows how a company can be ruined by their support staff.<br />I am looking after my mother who is in the final stages of cancer, and requires full time care now. One of our simple requerements is to be able to do online shopping so I dont have to leave her too long. Added to that it is the only way family in NZ and AUS can communicate with her.<br />So on a friday afternoon our 4MB internet suddenly went slow (150kb/s). I raised a ticket with afrihost, delt with a great support agent called Marius D, and after a few screenshots, tracerts etc we determined there was a problem, and it wasnt my end. So a ticket was raised with Telkom. Telkom responded the next Wednesday, and the speed was back to normal. All good. Then Friday afternoon it happened again. No prob, raised a ticket with afrihost, and waited for the usual requests for tracerts and screenshots, but instead was told there was nothing wrong with my line. After I explained that it wasnt a connection issue, sent speeds and everything, I get told it is contention, and there is nothing they can do.<br />After taking screenshots of the speed at 4am (and various other times to proove it isnt contention), I am told they cant help.<br />I then raise a ticket with telkom, and eventually get a call. The engineer says there is no reason I should be that slow, there is no contention. I demand afrihost tell me where they get their info from, and they send me ascreenshot showing everything is ok, although there are only 2% ports available. Thats not proof?! That just means new customers may have to wait for a port. <br />I have then gone down to my dads house, a few houses down the road and the speed is fine!!<br />Then I talk to my neighbours, no problems there. They even give me their key to test, and it works fine!!!<br />I have begged the support staff to give me a customer care number twice, because I am desperate, but they just ignore me (and there is nothing but support on the site - suprise!). I have actually got better service from Telkom!!!!<br />I even begged accounts to close my account because if they cant help, whats the point in paying for this, and they ignore me!<br />I am truly so desperate I have no option but to pay for wireless instead. This is such a simple problem, they fixed it once before, but they have decided I am just not worth helping anymore.</p> <p>As I said to my boss the other day when they were talking about moving from Telkom, AfriHost is fine when things are working, but if you end up with this kind of issue, and are offline for 2 weeks, it could destroy your business.</p>