No internet for a week

I previously used Afrihost as my internet provider, for a period of over 5 years. Never had any issues with them. Could always expect an immediate response to any issues I logged on the app, usually with someone phoning me back to resolve it.

So it was an obvious choice to choose them again when I moved to a new city.

The line was installed through Octotel on Thursday 27 Feb. The technician from Octotel told me that the line will be active within 24-28 hours. My router was delivered the same day.

By Saturday 01 March, still no active line. I spent half the day back and forth with emails with Afrihost. Quite a challenging thing to do when you don't have internet.... Dealt with different people. At some point I got two different emails from two different people, with different questions and instructions, at the same time. I was eventually told (by a third person), that the issue seems to be with Octotel and that they will log a call.

Again I had to follow up on Monday. I was told that Octotel says the line is active. And yes, the line was finally active. Two days later than promised.

But the router didn't work, kept telling me I don't have internet.

Continued communicating with Afrihost, who told me that the issue then seems to be the router, and they will replace it. I signed the consent form, sent it back, waited for my router or an update at least.

NOTHING.

I sent an email on Wednesday 05 March. I am driving into the office very day, because I cannot work from home, because I DON'T HAVE INTERNET.

At this point, they had already deducted my FULL payment for March.

No response again.

I sent a message on the app on Thursday 06 March. No response.

This morning I get an email, asking for a screenshot of my configuration. I followed the instructions, sent the screenshot. That was hours ago. NO RESPONSE.

I have been billed for a full month of internet service. I have a brand-new router that for some reason doesn't want to work. FOUR people have now tried to assist, with ZERO results.