Formal Complaint: Service Interruption Since 7 June 2025 and Lack of Resolution

To Whom It May Concern, I am writing to formally express my deep dissatisfaction with the recent service disruption and the poor customer support we have received from Afrihost. Our fibre internet connection was suddenly disconnected on 7 June 2025 without any prior notice or explanation, despite the fact that we have paid the full subscription fee for the month. Since then, we have made numerous attempts to resolve the issue via WhatsApp and phone calls, engaging with at least nine different consultants including: - Musa Khumalo. - Siphesihle N (***, later said to be unrelated to our query). - Samuel M. - Sandile S. - Eric Lekwane. - Thato (who promised a callback on Monday and has yet to follow up). - Tumelo M (Reference: DNG_128_96987).

Each consultant has provided inconsistent and often contradictory information. We were advised to reboot the router, that the line would be reactivated remotely, that the issue was with Vuma (but no contact information was provided), and even that we were using the wrong WiFi box. Yet after six days, our connection is still inactive and no one has resolved the issue or provided clear communication. We were eventually informed that our line may have been part of a bulk cancellation by Afrihost, but this was done without any prior notification, which is completely unacceptable.

Furthermore, due to the need to work from home, we were forced to spend over R900 on mobile data — a cost we should not have had to incur. The ongoing downtime has caused significant disruption to our work and daily lives.

It is extremely frustrating and disheartening to receive such poor service and communication. Afrihost’s handling of this matter has been reminiscent of a bureaucratic government department, with no accountability or urgency to assist paying customers. We hereby demand the following: - Immediate reconnection of our WiFi line OR an exact timeline for resolution. - A full refund or credit for the downtime from 7 June 2025 to present. - A clear explanation of why our line was disconnected and why we were not informed. Should Afrihost be unable or unwilling to resolve this matter immediately, we will have no choice but to switch providers. We hope this matter will be treated with the seriousness it deserves. Please consider this an urgent and final attempt to resolve this amicably.