Extremely poor response time, Service Delivery Dropping

So,

I've actually been with Afrihost for a while. My current company, probably since around 2007, and prior to that, my previous employer and I we're dealing with them when they we're still based out of their folks home in the Highlands North Area. My employer then made contact with them as they were driven and highly s****ed.

Since then obviously, it's grown into a extremely popular company, and for many good reasons. Of course, I always loved the fact that they KNEW what they were talking about and the service was great.

Then came MTN... I stayed true. I was happily rewarded as they pulled out of that, and the all things came right..

For many years (probably from 2 ********** to now) I actually didn't email them once, as i was completely happy..

The 9 Domains (.co.za's and .com), were getting renewed automatically, me billed. The VPS server I have with them from 2012 to today, which i manage myself, but has probably never been down due to any Afrihost fault (That 5 years, 100% up-time), and down by myself for upgrades perhaps 2 hours. So clearly, the guys on the ground at their various server farms are extremely experienced... which in my books, is the backbone of Afrihost. They aren't glorified salesmen, they are highly proficient technically. (5 stars here).

But.. I was informed Fibre in my area had become available. I jumped on the wagon.. The lead time was 8 weeks. (ordered end Sept). That aside, it's Xmas. So cool. But I was concerned, so I contacted TT-Connect anyway.. They informed me that the lead time in my area is AT LEAST 6 months down the line.. now that's a long way from 8 weeks. I looked on TT-Connects website, and they have a Google Linked map with their installation roadmap. Based on that, I would not fault Afrihost, as TT-Connects map states my area is "Current Work in Progress". But Afrihost should have a more intimate relationship with TT Connect, to know exactly when to expect this. Additionally, I contacted Afrihost (Support ticked [#JDT- ********** 2]), on the 14th of December. I received a 1 paragraph response telling me exactly what i know, and not answering my very clear questions. I received this response today, the 27th Dec. That's 14 days! I am both a vendor and a FBA seller on Amazon EU and US. If we do not respond to messages from clients withing 48 hours, we get penalized. Too many, and we risk suspended service. Amazon on the other hand, respond within 24, every 24 hours until they have a detailed answer. Now, Amazon has hundreds of millions of clients, yet they understand the importance of keeping the client informed.

So half and half I take my 5 star down to 4.

Then automatic domain renewals??!? I get an email today, telling me i need to manually do this renewal process for a .com domain that i've held and has been renewed (coming off my credit card) every year, automatically, without any issues. Why now, am I being requested to manually do this? Isn't that the entire point of client service.

Afrihost is really a great company, but i'm unhappy with how i'm being treated now. Which is why is give it 3 out of 5.

Sorry.