Money taken, no product delivered

Tuesday, 28 May 2019: Placed order with Afrihost for a 10Mbps Home Uncapped Fibre Octotel Wednesday, 29 May 2019: Order confirmed by Afrihost. Contacted by Octotel to book an appointment for installation Friday, 31 May 2019: Octotel installs fibre line at my flat Monday, 3 June 2019: Line in connected. Struggle to setup router Tuesday, 4 June 2019: I phone Afrihost for help setting up router. Spoke to Lebogang, who emailed instructions to me and promised to schedule a call back between 18:00 – 18:30 to ensure that I was able to setup router. No phone so my mom sends Afrihost a message on Facebook, eventually get a call back at 20:53 from Cynthia. Cynthia advised Lebogang never scheduled the call back. Cynthia helps to setup my router however I have following issues: • My Laptop connects to 2.6G wifi but is limited and I have no internet access. • My mom cellphone connects to 2.4G wifi, she can browse but the connection is very slow • Mom’s PC connects via cable but connect is very slow • My cellphone doesn’t pick up the 2.4g or 5G wifi Cynthia tries her best but cannot solve my problem, so she schedules another call back for 4 June 2019 between 18:00 – 18:30. Wednesday, 4 June 2019: I receive a call back from (I don’t clearly the name) Siphiwe, who goes through all the steps but still cannot solve my issue. He said will arrange for a courier to call me on Thursday, 06/06/2019 to schedule collection of my router so that it can tested. Thursday, 06/06/2019: Afrihost deducts the amount of R529.00 from my bank account. No call from Afrihost or a courier Friday, 07/06/2019: No call from Afrihost or a courier Monday, 10/06/2019 (12:30): no call from Afrihost or courier Tuesday, 11 June 2019: Received a call from a Technician who advised that he would arrange for a courier to collect my router. After router is collected, Afrihost emails an invoice to me for delivery charge. I escalate the matter to a manager (Richard) as I was never informed or agreed to the charge. Richard agrees that he will credit my account with R99. Still no response from accounts department. Wednesday, 12 June 2019: I receive an email confirming the R99 credit to my account. Thursday, 13/06/2019: Router is delivered. I set up the router. All devices besides my Laptop is able to connect to wifi. Spoke with a technician that has scheduled another with me for Friday, 14/06/2019 to sort out the connectivity issue I have with my Laptop.

Friday, 14/6/2019: Receive a call from Afrihost accounts department (Jessica) I raise my concern that I was charged a full month, but I have been able to use my wifi. Jessica said she will send me an email, I need to resound to the email and advise since when I was able to connect the wifi. I respond to Jessica’s email with a full breakdown of the ‘events’, Jessica then responds and says “Please be advised that an escalation has been made to our fibre team. They just have to confirm a few things on their end’ I wait for a call from the technician. I eventually receive a call from a different technician because my mother sent Afrihost a message on Facebook to say that I am waiting for a call. Technician advises that Siphiwe is aware he must give me a but he busy and will call me when he available. He never called me.

Saturday, 15/06/2019: No call from technician and no feedback from accounts

Sunday: 16/06/2019: No call from technician and no feedback from accounts

Monday, 17/06/2019: No call from technician and no feedback from accounts

Tuesday, 18/06/2019: Afrihost now claims (on Facebook) that I was advised that there is a mapping issue. First that I have heard of what the issue is. I have requested evidence that they advised of what the issue is. Received a call from Ryan in the Fibre team. Ryan sent me instructions on how to factory reset the router. When I got home, I reset the router and still have the same issue – My cellphone connects to the wifi, my mother’s cellphone connects but continues to lose connection and laptop connects but says the connection is limited. As per Ryan’s request I send him a follow up email with screen grabs.

Wednesday, 19/06/2019: I receive a call from Jessica that says the Fibre team is still busy with my issue and she cannot advise whether Afrihost will refund me for the time that I have not been able to connect. Ryan calls me, but I am at work and cannot take his call. Ryan then calls my mom and has her reset the router again however the same problem persists. He then accesses my laptop via Teamviewer but same problem persists. Ryan then has mom do a network diagnostic which then shows that the router is an issue. Ryan tells my mom he is going to have the router collected and sent to their warehouse. I will receive an invoice, but I will not be charged for the delivery fee. I received the invoice for R99.00 Delivery Charge

Thursday, 20/06/2019: Router is collected.

Friday, 21/06/2019: No word from Afrihost

Saturday, 22/06/2019: Afrihost charges my bank account with R99.00

Monday, 24/06/2019: No word from Afrihost.