Disappointing Customer Retention Approach, no longer the best.

I am writing this review out of genuine disappointment with the way my recent interaction with Afrihost support was handled. I contacted Afrihost support to explore whether there were more affordable options available for my current service. My expectation was simple, that a company I have supported for over a decade would at least attempt to help me find a solution that fits my budget. This could have included reducing my line speed, recommending a lower package, or advising on alternative service options within their offerings. Instead, I was told that the agents do not have the capability to downgrade the service or recommend something more affordable, and the only suggestion provided was that I should cancel the service entirely. I find this extremely disappointing. In most customer focused companies, retention is a priority. When a long-standing client expresses financial pressure, the natural response should be to help them remain a customer by recommending more affordable options, rather than encouraging them to leave. Encouraging a customer to cancel contract instead of trying to retain them, sends a very concerning message about how customer relationships are valued. I hope Afrihost reviews this matter and considers empowering their support teams to assist customers in finding solutions that suit their financial circumstances, rather than defaulting to cancellation as the only option.