No information given, delay in activation of service

Last month I sent a message on your whatsapp line to query a new service I would like to take. I explained to the agent that I am currently with Vumatel and I am moving over to Openserve Fibre and would like Afrihost as my service provider once my service has ended with the current ISP on Vumatel. He advised me to place my order the last week of May, which I did only to find out my order was rejected as there was an outstanding payment on my account from 5 years ago when I had service with you guys - it took 4 days to sort this out and for you guys to say it was an error on your end and my account is now clear!

Order placed, I finally got my router on Friday, I tried to connect and struggled, the Afrihost network is not picking up, only the Openserve network and TPlink is picking up.

I contacted your whatsapp line again, only to be told Openserve must map the line in order for my services to work - I received no feedback after this.

Yesterday 01/06/2026 - I query it again on the whatsapp line, I am told the ticket was shown as closed on the request to Openserve to map the line so my service should be working. I get home in the evening and still no network service is active so I contact the whatsapp line again. The agent is asking me a whole lot of questions, and because I took a long time to reply , the chat ended and I could not speak to anyone until this morning.

Today I query it and I am told the line is still being administered by Openserve. I need them to release the line. I call the number given only to be told my Vumatel line must be released, I called Vumatel and they say previous ISP must release the line. After talking to over 10 people I eventually get the line released, your agent tells me to call Openserve to release on their end as well, Openserve advises me that there is nothing they can do, my new service provider is aware of the process and that YOU AS AFRIHOST should apply to have the line released so you can claim ownership, that YOU AS AFRIHOST know who to contact but you still send me through to them for nothing.

I ask the agent to do what they need to do, I get sent a reference number and I am told I have to wait 24-72 hrs before Openserve responds, and then you have to process a receipt of ownership on the line so you can manage it and this will take ANOTHER 24-72 HRS !?

Why was I not told all this information from the beginning ? I have been delayed from the day I placed the order with you guys and now I am sitting without wifi because no one bothered to communicate all this to me - surely the previous agents should have known the line must be released by Openserve ??????? This request could've been done last week already.

How am I supposed to work without wifi ????? Since you as Afrihost have delayed me for over a week now, I want this to be sorted and network active by this evening or I will be cancelling my service and going somewhere that can assist me better.