Formal Complaint & Escalation – Fibre Installation Failure and Ongoing Service Breakdown

Ticket Reference: SUM-***4 Dear Afrihost Management,

I am writing to formally escalate my complaint regarding my fibre installation, which has now been outstanding for close to a year. The lack of accountability, contradictory communication, and complete absence of progress has left me frustrated, helpless, and questioning Afrihost’s commitment to customer service.

Background

In September 2024, I activated an Afrihost LTE (fixed SIM) service at my current address, pending fibre rollout.

On 8 November 2024, my fibre request was approved.

The installation process began through a third-party contractor working under Britelink (one of Vumatel’s partners). This company acted as a third party to a third party, and ultimately went out of business — unsurprising given the lack of delivery and client focus I experienced.

After 3–6 months, I finally received the plans for layout and approval. I returned these within one business day.

Thereafter, months of excuses followed, with the contractor blaming Britelink or Vumatel for delays. The Purchase Order (PO) was only raised 2–4 months later.

Despite this, I remained patient. Nearly a year later, my neighbour in the same complex has already been connected for over a week, while I have been told repeatedly that my unit is “not provisioned” — with no explanation why.

As far as I am aware, no Afrihost technician has ever even visited the site for a visual check.

Timeline of Recent Communications (Afrihost Ticket: SUM-***4)

01 August 2025 – 14:49 (Client submission)

Reported fibre installation was completed; hardware testing scheduled.

Requested Afrihost to check activation and schedule connection.

01 August 2025 – 14:50 (Fezile B, Afrihost)

Confirmed billing would resume when line is active.

No further assistance or escalation offered.

08 August 2025 – 18:30 (Client escalation – Urgent Feedback)

Highlighted that my neighbour’s ONT was booked while mine was not provisioned.

Requested urgent escalation.

12 August 2025 – 14:57 (Esau M, Afrihost)

Apologised, asked me to confirm installation address (despite this already being on record).

13 August 2025 – 10:59 (Kamogelo L, Afrihost)

Asked if installation had been completed (contradicting prior confirmations).

13 August 2025 – 13:34 (Kamogelo L, Afrihost)

Repeated same request.

13 August 2025 – 16:31 (Kamogelo L, Afrihost)

Stated “order is with Vuma, following up.”

13 August 2025 – 16:50 (Mthunzi K, Afrihost)

Contradicted earlier messages: claimed order is “not in a schedulable state,” “no fibre spares available,” awaiting Vuma to add ports.

16 August 2025 – 13:42 (Client follow-up)

Asked for clarity on what “no spares/ports” meant.

Reiterated only the ONT installation remained.

Offered to escalate with Vuma directly if Afrihost provided clear details.

19 August 2025 – 18:11 (Client follow-up)

Requested an update again.

19 August 2025 (Response: Kamogelo L, Afrihost)

Sent identical response from 13 August: “order is with Vuma, following up.”

---

Broader Customer Service Failures

I already have an active Afrihost LTE account at this address. This should have made the transition to fibre seamless — instead, it has become a nightmare.

I have spoken telephonically to at least three different agents. Each time I am passed from pillar to post with no ownership of my case.

I have used the WhatsApp line extensively. Because Afrihost has no centralised call centre, I am always connected to a new person, forced to explain the situation from scratch.

I have requested call-backs multiple times — not one was honoured.

Written requests for a single accountable contact, a clear technical explanation, and a binding activation timeline have been ignored.

---

The Impact

This delay has directly affected my ability to work from home, creating unnecessary stress and forcing me to rely on LTE.

The lack of communication and accountability has made me feel helpless and disregarded as a customer.

While my neighbour is enjoying an active connection, I remain stuck in a cycle of contradictory excuses and recycled copy-paste responses.

This has been, without exaggeration, the worst customer service experience of my life.

---

My Expectations

1. A single point of contact at Afrihost who will manage this case end-to-end.

2. A clear and factual technical explanation of the holdup (not vague statements).

3. A binding timeline for activation of my fibre line.

4. Evidence of real escalation to Vuma, not recycled apologies.

---

Conclusion

After waiting almost a year, being misled by contractors, and receiving nothing but contradictory answers from Afrihost, I demand immediate escalation and resolution.

I request urgent intervention by senior management to ensure this matter is resolved without further delay.

Sincerely, Afrihost Client | Ticket: SUM-***4