Legendary Disappointment

Their website talks about "Legendary Support" and calls them "Rockstars". For more than a month now I've dealt with half a dozen fiber client service reps over the phone and each was more disappointing than the last.

The Issue: The Octotel fibre junction box at street level from which my line runs has not been properly secured, leaving it vulnerable to tampering and weather. I cannot call Octotel directly and am told I must go through my Afrihost, nor can I lock it myself as it requires a key. A simple issue, one would think. Guy shows up with key, locks box, problem solved.

The Outcome: More than a month later, I'm still waiting. I've spent countless hours on hold. Each time, I get through to a different rep and have to explain the story from the beginning because proper records of our progress are not made on the system. Each one tells me they will get hold of Octotel, and then nothing happens. I have offered to meet technicians on-site to point out the issue and given my cell number.

I have demanded they phone me the following day to check whether it's been done, and although they all agree to do so, only one of them actually followed through. This was short-lived, however, as he too lost interest and stopped chasing the problem after ho obviously found it to be too hard/boring or whatever.

When I ask to speak to a supervisor, I've noticed they like to just transfer me to the low-level employee who probably sits right next to them, and this person then seems to pretend to be the higher-ranking person I'm looking for.

I even had the pleasure after we conducted a three-way conference call with Octotel and they forgot to hang up on me properly, of hearing them laughing at me behind my back. I sat for a whole minute while they dismissively chuckled about my request, thinking I was no longer listening in.

I'm convinced the company's support center is impotent, filled with *********** people who completely lack integrity and are unable to solve even the simplest of requests. This has gone way beyond my initial issue, and has now become a personal matter, where I am compelled to investigate the full extent of how pathetic Afrihost's client service really is, and how much they like to ignore the reasonable requests of their paying customers.

Afrihost. Pure Support Failure.