COMPLAINT

Dear Gian

I am writing today to complain of the poor service I received from your company on Saturday 22 June 2019. I have been experiencing TERRIBLE wifi speeds for the longest time, hence me writing to you.

I decided to log yet another fault with one of your reps on whatsapp. The rep's name is Sahkile. S. I explained my situation and Sakhile had done some test in which he established that my line had yet again been intermittent. He then proceeded to say that he would log the fault and send me an sms confirming the ref number and then ended the chat immediately thereafter. Up until today, I have not received an sms.

I then decided to contact your team on Twitter yesterday and Keletso confirmed that the fault had been closed. No tech has been in touch with me since Saturday, so how is this possible? The fault Keletso was referring to was ref number 333AWK120619. This was a previous fault earlier this month and not the new one I'd requested to be opened on Saturday. I eventually figured out that Sakhile HAD NOT logged the fault as he said he would. I cannot stress how UPSETTING and FRUSTRATING this is. I have never missed a payment with you since joining. Please have a look at my profile/line and you will see that my line has experienced some serious issues for a very long time. I HAVE HAD ENOUGH NOW! Afrihost needs to up their game or I will consider another ISP. I have sent countless HELP smses, only to receive a call 9 hours later or the next day. This service sucks big time! The first two years with you guys was a complete breeze but somehow your service has taken a dip and it's affecting your clients financially. When I'm unable to make use of the wifi at home. I'm having to buy mobile data, which is way more expensive. I feel that Afrihost needs to compensate me somehow for all the time and money spent on mobile data. Please consider this. I spend more time contacting your team to do port recreates than I do actually using the service. I trust this is not the way Afrihost wishes to conduct business with valued customers—once again, I have been with you for a good few years and have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.

I look forward to your prompt response.

Regards,

Nicole