No service fault/no assistance received.

This was my response to above reply.

You clearly did not read my email properly.
I am very much aware of your fair usage policy as your unsatisfactory service reminds me of that for the past 4 weeks.HOWEVER.For October it was 10mg for a full 3 weeks.I can check usage on my side as you would know and I have not reached my fair usage limit untill after the 20th of October,yet I was on a 10mg line since the 5th of October.Of wich it was tested and reported on a daily basis.PLUS,it is now officialy a new month,new payment,new usage,YET AS TO NOW I STILL RUN ON A 10MG LINE(see attached).YOUR FAIR USAGE POLICY HAS NOT BEEN REACHED INFACT IT IS MERELY IMPOSSIBLE SINCE THIS IS NONE STOP AND IMPOSSIBLE TO REACH YOUR FAIR USAGE ON DAY 1 OF THE MONTH.IT IS NOWNTHE 5TH OF NOVEMBER AND I AM GETTING A 10MG LINE SINCE 5 OCTOBER.1 MONTH NONE STOP.

THIS IS THE SAME PATHETIC AND UNJUSTIFIED EXCUSES AS I RECEIVE ON YOUR CHAT LINE VIA WHATSAPP.

YOU KEEP ON MAKING EXCUSES WICH IS NOT APPROPRIATE AND STILL FAILING TO PROVIDE ME WHAT I PAY FOR.I HAVE NOT USED MY FAIR USAGE IN OCTOBER BY THE 5TH OF OCTOBER YET YOU PROVIDED ONLY 10MG AS OF THE 5TH OF OCTOBER WICH MEANS YOU WERE IN BRIDGE OF CONTRACT AS FROM 5 OCTOBER FOR THE whOLE MONTH.

TODAY MARKS 5 NOVEMBER I HAVE NOT REACHED NEARLY EVEN HALF OF MY FAIR USSAGE LIMIT YET STILL HAVING ONLY 10MG SINCE 5OCTOBER STRAIGHT.(see attached)

JUST FOR A LITTLE COMMON SENSE,ON THE 1ST OF NOVEMBER IT SHOULD THEN HAVE BEEN UPDATED AND STARTED FOR THE NEW MONTH YET THAT NEVER EVEN HAPPENDED.

YOU ARE IN BRIDGE OF CONTRACT AND FAILING TO PROVIDE WHAT PAID FOR AND SINCE THIS EMAIL SYSTEM IS STILL ALSO NOT ASSISTING ACCORDINGLY JUST LIKE THE WHATSAPP LINE FOR THE PAST 4 WEEKS,I WILL NOW ESCULATE THIS MATTER AS MENTIONED IN PREVIOUS EMAIL.

I WILL LAY AN OFFICIAL COMPLAINT AND FULL CLAIM AND REFUND FOR SERVICES NOT PROVIDED FOR AND WILL ALSO REVERSE MY DEBIT ORDER AND REPORT IT AS *****ULANT TO MY BANK.
Attached just a few of uncountable speedtests attached running from 5 October to date.of wich 1 was last night,yesterday morning,and night before.And yes,I litteraly have an entire folder of these as my documented proof running from 5 October to 5 November aswell as all the complaints laid and ticket numbers of wich ZERO ASSISTANCE WAS RECEIVED AND THE PROBLEM STILL PROCEEDS


And now awaiting further responces as clearly this company will continue failing clients and take payments for services they do not provide

Respinding as recieved:

Recieved:As the reseller of MTN LTE services, Afrihost provides access to the network and manages subscriptions. However, the delivery of LTE speeds depends on MTN’s network, signal strength, and other factors beyond Afrihost’s direct control. While we strive to ensure consistent service, LTE connections cannot always deliver full advertised speeds, which may be influenced by MTN tower performance.

Responce:As a reseller it is your responsibility to insure your clients are assisted when needed.For example report issues to MTN as needed and as required,however for the past 4 weeks all you do is telling me all sort of irrelevant excuses and expecting me to just except a 10mg line for 4weeks none stop while paying for a 100mg line.A little drop and a little inconsistency is one thing,but none stop 4 weeks getting less than 10mg while not reaching the fair usage even halfway is merely unexceptable and as my provider it is your responsibility to assist by atleast reporting and looking into the matter.

Received:Please note that as a reseller, Afrihost is reliant on MTN’s network performance. That said, we are committed to advocating on your behalf and ensuring your service is provisioned correctly.

Responce:You claim you are commited yet I have multiple screenshots of complaints and multiple tickets for the past 4weeks where I have asked for assistance and received ZERO from you.All you do is tell me that theres a fair usage policy ext ext ext wich is irrelevant since it was not halfway met by the time i started receiving only 10mg max.Today is day 5 of a new month again yet this morning you still had the nerve to tell me about the fair usage even though I am only reaching 70gb to date.You only give irrelevant pathetic excuses without reporting to MTN or looking into the matter.So you are not commited to ensure service is correct,the only thing you are commited to is taking our money and failing to provide accurate and relevant service.

Received:We understand your intention to escalate this matter through legal or regulatory channels. Our goal is to resolve this issue promptly, and we will provide updates on the investigation and any corrective actions as soon as possible.

RESPoNCE:I have been logging tickets,begging,pleading,crying,fighting you name it for the past 4 weeks on a daily basis,submitting test results uncountably,up to a point where I had to revert to legal advise,wich led me to another complaint log threw this email today,AND FOR WEEKS STILL NOT GETTING ANY ACCURATE ASSISTANCE AND STILL NOT RECEIVING EVEN PROMOTELY WHAT I PAY FOR.how do you expect me to believe that you are actualy now looking into the matter since you have failed me for 4 weeks already.

Received:To help explore alternative solutions, could you please provide your physical address? This will allow us to check whether LTE coverage through Vodacom or Telkom could be a viable option to potentially improve your service.

RESPONCE:as stated in original email,every 3 or 4 months theres an issue with the line and you force me to upgrade upgrade upgrade,this is bull**it,For the past 2 years I have the same devices and usage yet every 3 months service failure like this occurs and you want to force me to a bigger line and more expensiver line???????I do not want an alternative solution.I want my 100mg line that I pay for that was working perfectly for the 1st few months ,This so called "alternative solutions" are advised by you every blerrie 3months so that you can get more and more and more money from us.If you fail to provide me with a proper speed line as I pay for before the end of the day,I am filing a claim for all the losses you caused me for the past 4 weeks and I will get myself a new provider as I will not allow you to interrupt me like this any further.Either you provide the 100mg line I pay for (that worked perfectly up untill 4 weeks ago or I will file a legal complaint to the correct and relevant legal chanels and find myself a new provider.
And just for the record,as I have a contract with you,you have my adress on your system,so do your part of service and check it up yourself.A little effort in customer service can go a ling way.

You are proofing with each mail that you are unreliable and proofing every statement I made in the original email.I will not except this.I will esculate this matter to highest point possible if you fail again to assist me today.

Subject: Formal Complaint – Failure to Deliver Reasonable Service Under CPA (Afrihost 100 Mbps Line via MTN Infrastructure)

Dear Afrihost Support Team,

I am writing to lodge a formal complaint regarding the continued underperformance of my Afrihost internet service, which has been averaging only around 10 Mbps for approximately two months, despite my active contract for a 100 Mbps line.

Your support representatives have advised that the issue lies with the MTN infrastructure used to deliver the service. While I understand Afrihost may rely on third-party infrastructure, my agreement is solely with Afrihost, and you remain legally responsible for ensuring the service I pay for is of acceptable quality and performance.


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Acknowledgement of “Best-Effort” Clause

I acknowledge that Afrihost’s terms and conditions describe the advertised 100 Mbps speed as “theoretical” and the service as a “best-effort” offering, with expected averages between 10 Mbps and 150 Mbps.
However, consistently receiving only around 10 Mbps for an extended period does not constitute a reasonable interpretation of “best effort.” Such prolonged degradation indicates the service is not of the standard or quality consumers are generally entitled to expect under normal operating conditions.


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Consumer Protection Act (CPA) Reference

In terms of the Consumer Protection Act (Act 68 of 2008):

Section 54 provides me the right to quality service that performs to a standard consumers are generally entitled to expect.

Section 48 prohibits suppliers from charging unfair prices or providing services that are not of reasonable value or quality.

Section 41 prohibits misleading representations about the nature or performance of a service.


Since the service has remained well below acceptable levels for nearly two months, this constitutes a failure to deliver the service as advertised and contracted.


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Requested Resolution

Accordingly, I request one of the following actions within 10 business days of this notice:

1. Restoration of the service to performance consistent with the 100 Mbps plan; or


2. A pro-rata refund or credit for the affected period; or


3. Permission to cancel the contract without penalty should Afrihost or MTN be unable to resolve the issue.




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Next Steps

If this matter is not resolved within the stated period, I will escalate the complaint to:

The Internet Service Providers’ Association (ISPA);

The National Consumer Commission (NCC); and/or

The Consumer Goods and Services Ombud (CGSO)


for further investigation under the CPA.

I trust this matter will receive your urgent attention and that we can resolve it amicably.

Kind regards,
JJ Jacobs
Account Number: 851006

6 weeks.STILL NO ASSISTANCE.NO REPLY.NO SERVICE.NONREFUND.THIS COMPANY IS COMMITING *****.