Formal Complaint – Poor Service and Unresolved Cancellation with Afrihost

Dear Afrihost Team,

I am writing to express my deep disappointment with the service I have received from Afrihost. I have been a loyal client for over four years, and what once felt like a promising and reliable service has unfortunately deteriorated over time. While your support staff are polite, I feel that customer satisfaction and accountability are no longer priorities for your company.

Over the past few months, my internet connection has been disconnecting multiple times a day while using the Afrihost-provided router. Despite numerous tickets, emails, and conversations with your support team, the issue persisted. After testing, one of your agents confirmed that the router was the problem. Although it still powered on, it required constant reboots to restore the connection — a temporary fix that I repeatedly explained was unacceptable.

I was then informed that the router was out of warranty and that I would have to purchase a new one. Considering my long-term relationship with Afrihost, I was disappointed that a replacement router wasn’t offered as a gesture of goodwill. Instead, I was offered a second-hand router, which I had to collect in person and was told to return my old router so it could be “reused.” This was both surprising and concerning.

When I arrived at your offices, I was informed by reception that the warehouse had not been notified of my visit and nothing was ready for me to collect. I was in a rush to pick up my daughter from daycare, and this lack of communication caused unnecessary frustration. When I raised this with the supervisor, Warren, I was met with a dismissive attitude and told to wait for a technician — something that was never communicated to me beforehand.

After two months of repeated issues and poor communication, I decided to cancel my service. I followed your stated policy and provided more than 45 days’ notice — well beyond the required calendar month. However, despite multiple follow-ups and even CC’ing your CEO, I still have not received formal confirmation that my cancellation will take effect on 31 October 2025. My new service provider requires this confirmation to set up my new connection on 1 November 2025, and the ongoing silence from Afrihost is now holding me hostage.

To make matters worse, I have already paid in advance, yet was told that if any additional charges go off my account at the end of this month, they would only be refunded “when available.” This is unacceptable considering my early notice and multiple attempts to finalize my cancellation.

At this point, I am extremely disappointed in how this entire process has been handled. Afrihost’s lack of care for long-term customers, failure to communicate effectively, and disregard for timely resolution have left me with no confidence in your services.

I request immediate written confirmation that my Afrihost service will terminate on 31 October 2025, and that no further payments will be debited thereafter. Please ensure this is communicated to me in writing within 48 hours, as my new provider is awaiting confirmation to proceed with the setup.

I truly hope Afrihost reconsiders how it treats loyal clients, as this experience has been unnecessarily stressful and disheartening.