Do I have an order with you or not?
On Friday, I spent 20 minutes on the phone with various call centre agents trying to order a fibre package. Eventually, Marcello explained that the order needed to come from my fibre provider (Vumatel) once the installation had been completed, at which point I should order the package of my choice from the Vumatel website, then contact Afrihost and inform them I require a router. As a result of a fault on the line, I only connected to the CPE this morning, set up the account with Vumatel, then ordered an Afrihost package, in accordance with the instructions provided by both Afrihost and Vumatel. Almost immediately, I received an email stating the order had been received (order no 48969), and that the service was active from 9/13/2017 12:00:25 PM. Since I had been informed that the service would not be activated until I had received a router, I called your call centre, where (it seems) I was passed from pillar to post. I eventually landed up at Theo, who tried to assist, but apparently my details are not on the system. He asked me to forward the email I had received, which I did, and he promised to get back to me. That was several hours ago. So I called back again, and spoke with a lovely lady in accounts, who confirmed I am not on her system. She transferred me to fibre ops, where I spoke with Fayden (Haydn?), who confirmed I was not on his system either, and wanted me to place the order again, this time directly on Afrihost's website, because allegedly the information received from Afrihost staff last week was incorrect. Since there is no object number on my Vumatel profile, he was unable to proceed, and transferred me back to the fibre team, in order for me to provide them with the VT number, which would theoretically allow them to look me up. I told him I had already gone through this with Theo, and that the VT number was not in the system earlier. Nonetheless, I was transferred, at which point I was informed by your system that the approximate hold time was 33 minutes. At this stage, I have neither router nor service, nor any clue whether I am an Afrihost client or not, nor whether I will be billed for this period of non-service if it turns out I am a client (and in contravention of what I was told by your staff on Friday). I called Vumatel, who have confirmed that everything has gone through from their side. The consultant also gave me the object number, which I will put into the reference number portion of my details, so you can pick it up there. So far this afternoon, I have spent 1 hour, 6 minutes and 54 seconds on calls to Afrihost, mostly on hold. I am not wasting another half hour (or more) in your queue. Live chat is currently unavailable (not that it was available shortly after lunch when I tried, either). If you can confirm that you have not received my order, and that I am not an Afrihost client, I will **gladly** go to another service provider, because so far, my interactions with Afrihost have me bitterly regretting my decision to choose one of your packages.