********** Customer Service and Zero Service Delivery

I am honestly at my wit's end and so disappointed in Afrihost. I have tried every avenue to get help with our fibre line annd was promised daily feedback but I spend my life chasing after Afrihost begging for information on my non-existent service. After requesting management's number 3 times I was eventually given a number to call . When I got through and requested to speak to manager, I was told he was in a meeting but would get right back to me. That was 2 days ago. This is honestly unacceptable.

We had a few uses with connectivity at our previous address and Afrihost operators tried to help but the speed remained very variable and we were left hanging. Even so, we were assured that all would be fine and decided to migrate our Afrihost fibre line when we moved as we were just moving to a different house in the same complex. A customer services representative told us it would be a very quick and easy process. That was nearly 2 painful months ago.

Firstly , the use of language regarding a 'line migration' is totally misleading. It is not a 'move' or 'migration' as it involves cancelling the line completely and restarting a new line This was the start of the problem.

I was promised that the line could easily be moved especially as we were effectively doing a house swap with the tenants of our new home and because an Openserve line was already installed there would be no issues. Another falsehood.

We were supposed to have our line 'migrated' on the 4th of October. The people swapping homes with us were up and running in a matter of 2 days with Vox and had followed the exact same process as we did.

I have provided proof of new address, proof of previous line cancellation, I have followed up almost daily and still NOTHING.

Surely Afrihost clients deserve better service than this? I have had 2 other service providers chomping at the bit to assist us. Yet here we are running after Afrihost . I am disgusted. The only reason I didn't cancel with Afrihost is because I was tagged along with false promises until the 15th of the month saying things would be resolved in 12 - 24 hours. I feel it was just a lie to get Afrihost past the 15th of the month cut off date so we had to pay another whole month of fees for zero service.

I have escalated the matter so many times I have lost count. Apparently an 'email' has been sent to some for of Manager at Openserve for urgent attention. That was a week ago.

We have paid for a month of zero service and I have spent hours and hours of my life down a black hole trying to speak to Afrihost representatives on every platform. I have been in actual tears of frustration a number of times trying to deal with Afrihost.