I am Gatvol

I don’t know what to do anymore… I am beyond frustrated and annoyed by the shocking service that I have received over the past few weeks with Afrihost. I already have fibre installed in my unit (and Vumatel was there on the 12th Jan 2018 to confirm the fibre line is working and active) so was just needing an ISP.I thought I would go with a reputable company like Afrihost. I wish I had never contacted Afrihost.

I placed my router order on the 12 Jan (order number #289255) and was told the router would take 2-5 working days to be delivered. After numerous calls and emails, I finally received my router on the 30 Jan 2018. I had logged into my client portal on the same day to “activate my account” and got the activation confirmation. But nothing happened. I cannot even begin to describe my frustration in trying to get through to the call centre. I would patiently wait and hour and half on the phone…slowly make my way to number 2 in the queue only to be bumped to the back of the queue again (THIS HAPPENED MANY TIMES). The call centre technicians (who are useless and condescending, kept implying I am not setting up the router correctly because I am a woman so the problem must lie with me, right???) No matter how many times I told them I have done so, they insisted I re-do the setup process multiple times. This caused multiple orders on my profile/account and about 7 or 8 of these orders had to be shelved.

And guess what, after all of that…. I still don’t have internet access… My ping tests come back positive but there is a gap in communication between the router and CPE. When I tried to get a technician to come to my house to see for themselves, I was told their technicians don’t do site visits (doesn’t bode well for any problems you might have going forward). And surely, if you can see a client is struggling to connect you can make an exception. Seeing as Afrihost’s moto is “Pure Internet Joy”. I even had Eric M ask me what the problem could be (because apparently, they are unable to figure it out – Please see below). Like are you actually kidding….If I knew what the problem was, I would’ve fixed it myself!!!!

Eric M - Afrihost.com 2 Mar (5 days ago) to me Hi Gis

Trust you are well. Kindly advise as to why you where unable to connect so that I may follow up with our fibre technicians.

Kind Regards

Eric M - Afrihost SupportAfrihost.com After many calls, emails and texts, I finally gave up and requested a cancellation on the 11 Feb (please see date and time stamp on email below. So, surprise surprise, I got an sms to say my line is working. And I thought finally, this nightmare is resolved. But alas, wishful thinking on my part….

Afrihost then tried to deduct a pro-rata fee off my account (EVEN THOUGH THE SERVICE WAS NOT YET WORKING). So, I had it reversed, I am not paying for something I can’t use and isn’t working. I have asked the accounts department to credit the invoice but I am still waiting. I expect a full credit note for the month of Feb as we are now on the 7th March and I still don’t have either a credit memo or active line.

The stock standard answer I am currently getting is “That you had service but it has now been suspended due to “non-payment”. No, it’s the other way around, I refused to pay because I don’t have a working internet. Afrihost claims That I am actively using the internet but I am yet to receive proof of this (due to the “suspension of my account”), I am unable to view any logs via the client portal or App. Anita one of the supervisors has been looking for such proof for over a week now…

So here is a list of my tickets: Ticket ID: GWK- ********** 0 Ticket ID: PUQ- ********** 9 Ticket ID: SMZ- ********** 0 Ticket ID: YAW- ********** 2 Ticket ID: YKM- ********** 1 Ticket ID: YUK- ********** 8 Ticket ID: OVV- ********** 7

It is now almost 2 months after my initial order and I am now GATVOL. Please credit the invoice for Feb and send me a copy showing the R0 balance. Please put in writing that you are not going to hold me liable for the R999 cancellation fee (as I joined after Oct 2017). I have phoned, complained, *****ed and moaned and nothing… What am I to do?? How do I get this resolved...God knows I tried

Feel free to request details of the 90+ emails I have sent, in the last 6 weeks. So I am going to try everything from preventing any other person from using Afrihost and their disgusting attitude and lack lustre attitude towards providing a service . Afrihost you should be utterly ashamed of yourselves! "Utter Internet Joy" my ass!!!!!