New Afrihost Customer – 180+ Hours Without Fibre Activation and Terrible Support

I am a new Afrihost customer, and my experience so far has been incredibly disappointing. My fibre service was supposed to be activated, and it has now been well over 96 hours with no proper resolution. During this time I have experienced: • Long periods with no updates or communication • Multiple missed call-back promises • Being addressed by the wrong name in emails • Being told supervisors were “on lunch” after spending hours on calls • Spending over an hour and 45 minutes on the phone, mostly on hold, with no escalation possible I even escalated the issue to a Team Lead, Tshilidzi, who personally assured me that she would assist me through to the end of resolving this matter. Unfortunately, despite that commitment, I have now sent over 10 follow-up emails and have received no response. What makes this even more frustrating is that Afrihost is widely praised online for its customer service, yet my experience has been the complete opposite. As a new customer, this is a terrible first impression. I work in IT myself and understand that technical issues can happen. That is not the problem. The problem is the complete lack of communication, ownership, and urgency from the support team. At this point I am seriously reconsidering continuing with Afrihost and will be looking at cancelling the service if this is not resolved urgently. I hope someone from Afrihost’s escalation team can finally take ownership of this issue and provide a proper resolution.