BAD CUSTOMER FEEDBACK AND EMPTY PROMISES. INTERNET OUTAGE FOR 5 DAYS ALREADY.

My internet has been down since last Thursday, and today is Tuesday. Throughout the entire weekend and again this morning, I have been in contact with Afrihost trying to get this issue resolved.

I understand that the physical repair of the fibre infrastructure is Octotel's responsibility, and that Afrihost may be dependent on them to carry out repairs. However, what is completely unacceptable is the lack of communication, follow-through, and accountability from Afrihost.

Since last week, I have been told that if the issue could not be resolved remotely, a technician would be sent to my residence. That has still not happened. Every time I send a WhatsApp message, I am connected to a different call centre agent and have to explain the entire situation from the beginning. Every single agent apologises, says they understand my frustration, and promises to escalate the ticket. Since last week? How many escalations are required before something actually happens?

Another major concern is how this ticket has been handled internally. I was informed that the ticket was assigned to an agent who works Monday to Friday. By Saturday, every consultant I spoke to seemed completely unaware of the history and progress of the case and could only rely on feedback from the original agent. How can a critical, unresolved outage be dependent on updates from an employee who does not even work weekends? Surely unresolved tickets should be properly handed over to weekend staff to ensure continuity of service. Instead, it felt as though the issue was simply left in the hands of a weekday employee, leaving weekend support unable to provide meaningful assistance or updates. This creates unnecessary delays and leaves customers without answers when they need support the most.

Surely there is a direct line of communication between Afrihost and Octotel to assist customers experiencing prolonged outages. We are now well beyond the advised 72-hour turnaround time, yet I am now being told that the 72-hour period does not apply to the repair of my connection. What is even more frustrating is the constant promise of updates. I was told I would receive SMS updates, but not a single update has been sent. Instead, I have had to contact Afrihost every single time to ask for progress, only to receive the same apologies and assurances with no actual resolution.

At this point, the issue is not only the outage itself but the poor communication, broken promises, lack of ownership, and apparent failure to properly manage and hand over customer support tickets. After nearly a week without service, I am still no closer to a resolution than I was on the day the fault was reported.