Customer service: hot air

My line (telephone/ADSL) snapped as a result of a partial (neighbour's) tree collapse from a storm. I immediately logged the issue with Afrihost since I transferred my line to them (from Telkom). My understanding was that they would be the custodian and liaison of my line with Telkom, <br> There was no immediate resolution of the problem and I constantly had to phone Afrihost to get them to follow up. They kept on promising to escalate but all this meant (as I eventually found out) was they were passing the buck. There was not one person at Afrihost seemingly interested in trying to get my problem resolved. No body got back to me (as indicated in the calls). They were very good at debiting my account and collecting money, but not interested in finding a solution. During one interaction I had to wait over 40 minutes for a consultant because the call menu kept on resetting and sending me to the back of the queue! <br> My query was resolved because I sourced a solution, not Afrihost<br> <br> Therefore after 3.5 weeks of no 'pure internet joy', still charging me for services , poor communication throughout the process and on top of it I, the customer, had to arrange my own fix = dismal experience