Complaint Regarding Misrepresentation of Internet Speed & Poor Service Performance of the MTN/Afrihost Uncapped 50 Mbps Pure LTE internet package I subscribed to

Subject: Complaint Regarding Misrepresentation of Internet Speed & Poor Service Performance I am writing to formally express my dissatisfaction with the performance and misrepresentation of the Mbps speed of the MTN/Afrihost Uncapped 50 Mbps Pure LTE internet package I subscribed to. Based on a colleague’s recommendation, I contacted Afrihost’s sales department, where I was advised to take the 50 Mbps package, as it was purportedly the maximum speed supported by the closest tower. However, from the moment I received the router, I struggled with connectivity issues. On the rare occasions I was able to access the internet, the speed never exceeded 15 Mbps. The connection was consistently unstable and unreliable. Despite multiple calls and WhatsApp messages to Afrihost, my complaints were escalated but never resolved. The unreliable service severely impacted my student accommodation business, as international students, who rely on a stable internet connection for research, began considering alternative accommodations due to the poor connectivity. In an attempt to rectify the issue, I personally invested R2,000 in an omni-directional antenna. However, this made no difference to the internet quality. When I reached out to Afrihost again, I was then informed that due to high usage on the local tower, I would never be able to achieve the advertised 50 Mbps speed and would continue to receive only 10–15 Mbps. This crucial information was not disclosed to me at the time of purchase. As a result, I was left with no choice but to cancel my Afrihost package and seek an alternative provider that could deliver the service I was paying for. Now, Afrihost is requiring me to pay a R1,000 cancellation fee, which I find entirely unreasonable. The sales department misrepresented the service capabilities by failing to disclose that I would not receive anywhere near 50 Mbps. Had I been informed of this upfront, I would not have proceeded with the subscription. Additionally, I now own a R2,000 antenna that is of no use to me. Given the circumstances, I believe the fairest resolution is for me to return the router— which has only been used for a few hours, remains in its original box, and is in brand-new condition— and for Afrihost to waive the cancellation fee. I trust that Afrihost will take responsibility for this issue and provide a fair resolution. Sincerely, Hudson McComb