Bad Service - Afrihost

As a new client of yours, I must say that I am exceptionally disappointed.

This choice to move over to you guys has proven to be the worst decision we could have made. We have had the account for 1 month and it took them 5 days to set us up. The fiber line often goes down and in this time of need you cannot get support from Afrihost because nobody is available – they promise to call you back, and don’t! You are expected to leave your number with them and they say they will call you back in 1 to 2 hours, I have done this a few times and have not been successful at all.

I called yesterday at 14h21 and did not receive a call back at all. They have a recording from the CEO, John Visser, (when you select Technical Support) who says they will call you back within an hour or two. Furthermore there is little to no support after hours during the week and absolutely nothing over a weekend. I sent 3 emails on Sunday and until today I have no reply. I have not had access to the internet since Sunday. Afrihost says it is a Frogfoot (installers) issue and that is where it had stopped. Frogfoot say unfortunately they do not deal with the general public as a rule.

So, Afrihost, I ask you with the uttermost sincerity; what do I do now? Because as far as I can see you response (or lack thereof) suggests that I simply wait around paying my premium until you decide it is convenient to attempt fixing this.

If you disagree with my assumed response, please get back to me with an adequate solution. Surely that is not too much to ask.