No help and no internet

Good evening

After nearly 2 days of absolutely no progress by Afrihost and Vumatel I will provide you with a timeline of what we have been through trying to get our internet fixed. I see that negative posts about service on social media just gets deleted. Tomorrow I will lodge a complaint with ICASA as I am paying for a service not rendered, and according to both companies no one can help me as they are too busy blaming each other.

On Monday 29/06 at 10:58 our service stopped. Like someone pulled the plug.

At 11:04 my wife send a message on FB messenger as we had no internet to go online. After getting some mobile data she then logged a query on whatsapp at 11:11.

At 11:16 she phoned ***. The person then went through everything, check the lights, plug in the laptop, read the ip adress ( there was non). She was placed on hold, the person then told her that the Vuma box serial nr that Afrihost has, is not on the Vuma system. Because she has been on the line so long (90 mins +) he suggested that he would call back. She requested to be called on her cell as I am not able to answer my cell during work hours. He said he would. Call ended around 12:50.

At 13:47 she tried again to get a response on whatsapp.

At 14:01 we logged a ticket on Clientzone requesting help urgently.

At 14:04 she tried whatsapp again. No response.

At 15:44 whatsapp again. No response

At 15:45 FB messenger. No response

At 15:50 got connected to whatsapp. Was asked again what lights are showing. Informed them that she is awaiting a response from her earlier phone call. Was told she will be called shortly.

At 18:00 tried to call, lines closed for the day, advised to log a call on whatsapp. Did so.

At 19:33 got response, was asked what lights are on. Informed them that she was awaiting feedback as per prev communications. Was told no notes on your system. Will log a ticket with Vumatel. Will send fault feedback via sms.

At 19:57 got an sms for Vumatel fault logging

At 20:08 got sms that it can't be resolved and someone will contact me.

Wife posts on Afrihost FB page with screenshots and complains about lack of service and communication.

On Tuesday morning 30/06 my wife phoned Vumatel at 8:08 as it was now the 2nd day my son couldn't attend online school and write assesments. She was told that the ticket has been resolved from their side and that she should phone her service provider SuperSonic to escalate. She then informed them that Afrihost is our ISP. Lady **** and said she read the screen wrong.

At 8:19 phoned Afrihost, lovely lady said she will take it up with Vumatel, wife stayed on the line as calling back statistically hasnt happened. Call was cut after 2hrs at 10:19.

At 10:31 missed a call from lady stating she has logged a ticket with Vumatel and will phone back after 12 to keep wife updated.

Ticket with Vumatel logged at 10:32 and was advised to keep everything on as they are trying to fix the problem.

13:08 received an email from Vuma stating my installation was scheduled for 12( an hour before)

13:08 received an email from Vuma saying we are now connected. With the correct serial number for the box. Wife went outside and actually bumped into a Vuma tech that was helping neighbour with his Supersonic internet. She showed him the emails, he checked our box and he spoke to a manager who stated we will be connected within 1 to 2 hrs. The line was reconfigured apparently.

At 14:21 Afrihost responds on FB messenger asking if our internet is still off. Then says they see there is a ticket and they are sure it will be resolved soon. Wife disagrees as it is now more than 24 hrs later. They then ask her which lights are on.

At 14:43 receive email from Afrihost saying they will contact me re my clientzone ticket from monday (more than 24 hours). And if I need urgent help I must follow the link which takes me to..... Clientzone.

At 15:07 wife phoned Vumatel as we were not connected. Was rudely told that the ticket is still open and someone will contact me within 72 hrs.

At 15:08 wife phoned Afrihost who basically told her there is nothing they can do.

What do you suggested I do? I have had to purchase huge amounts of mobile data to keep our household going and it looks like I will have to do it again tomorrow. And yet I am sure there will be no delay in debit order going off.

If someone would like to help in this matter please phone my wife on her cell as I am in studio and wont be at home.