Horrible Service From Afrihost

I ordered fibre online from Afrihost on 2 June 2020. It is an already installed aerial fibre line and OTN box from Vumatel. It was suppose to just be a simple line migration, or switch as they call it. It was and still is, far from simple.

By the 5th of June i still havent heard anything from Afrihost, so i decided to follow up. I was told by Vumatel that Afrihost made a mistake on the physical address on the order they had captured and sent to Vumatel, so they can not activate the line and declined the order.

I was told by Vuma, that Afrihost had to cancel that order and place a new one, with the correct address. I request this from Afrihost, baring in mind that you hold for 40+ minutes at a time when calling them. (totally unacceptable). They then go ahead and cancel the mistaken original order and place a new one. Guess what, they stuff it up again, wrong address again, and the order is rejected again on the 6th.

By now i am fed up. On Sunday the 7th i chat to an Afrihost operator on Whatsapp, to request a complete cancelation of the order, or orders, because by now there are two orders they messed up. The operator tells me i can do this via their Clientzone. I then go ahead and manage to cancel on Clientzone.

Now, thinking i am done with Afrihost, i go ahead and place a new order with a new ISP the following day. (Keep in mind, i never had an approved order or active fibre line with Afrishost). All goes well with the new ISP until i am told by the new ISP, that my order with them cant be processed either, becuase Afrishost still has a pending order on my account and physical address, thus conflicting with my new order from the new ISP.

Numerous hours, calling, holding, spending 100's of Rands on trying to get hold of Afrihost to sort this problem out, with no luck at all. They keep saying the order was cancelled by me on Clientzone, which they did send me confirmation for. However, what they dont understand, is that there was an additonal order made by them after my original online order, to try and correct their own mistake. Now this 2nd order by Afrihost, is what is preventing me from placing a new order from a new ISP. Afrihost refuses to help me, as they say the online order i placed on the 2nd of June was cancelled.

Yes, i agree, that one is cancelled, but the one Afrihost placed on my behalf on the 5th of June (their apparent mistake correction) is still pending and does not even show on my Clientzone.

So how the hell am i suppose to get fibre and what i am i suppose to do, if Afrihost is of no help at all and i cant get that pending order cancelled??

This has become rediculous!

My wife works from home due to Covid 19, and needs a stable internet connection, hense me trying to get Fibre, instead i have now spent and wasted so much money on cell data and endless phonecalls to Afrihost.

Afrishost, at this stage refuses to sort out this problem.

And until this is sorted out, i cant get fibre at home. Not even from a new ISP. I simply dont understand, how an ISP like Afrihost has made this process so difficult and painfull.

In a time where you would think, they would jump at new business but then you get treated like this. It was and still is a horrible experience.

I just cant believe that it is this difficult to get fibre in ones house, surely it cant be this difficult.

I am desperate to get connected so that my wife can continue her work from home.

But Afrihost obviously does not care and is making our lives very difficult at the moment.

I hope someone at Afrishost will take this seriously and help me ASAP.

#Afrihost

Reino Lombaard.