NO SUPPORT FROM AFRIHOST!!

My fibre line has been suspended (My account is 100% paid via debit order and up to date) by either Afrihost or Vumatel (Well, this is what I was told by Kelibogile this morning). I have used all the support channels available. As yet, my service is still down (6 days and counting). Every time I eventually manage to make contact with someone from Afrihost, I have to rehash the same story just to hear the same response and then I am being told that it is being escalated to Vumatel. I originally logged a fault on Thursday 06 May at 08h00 am, I called for follow up on Friday, no response, I had to wait for 48 hours. On Saturday, 08 May I received a mail to say the problem had been resolved.

Of course couldn’t get hold of anyone over the weekend, so waited until Monday morning. When I indicated that the problem had in actual fact NOT been resolved, I was told that the ticket had been closed. They logged another ticket and I was told to wait 24 hours. When I phoned this morning, I was told by Kelibogile that yesterday’s ticket had been closed (No feedback received), she logged another ticket and assured me that she would call Vumatel every hour to follow up. I was told I didn’t have to be concerned, she would definitely get it resolved today! I left it for a couple of hours and called again, just to be told by Thebe that the ticket had been closed, but I shouldn’t worry, he would resolve the issue today. He said he even included his superior in the mail to Vumatel. I am still waiting ….. Going for day 7 without internet, TRYING TO RUN A BUSINESS!!!!!!

This level of service is totally unacceptable. Firstly, I constantly have to follow up with Afrihost, not once in the past six days has any representative from Afrihost or Vumatel contacted me to give me feedback on the status of my query. Secondly, there seems to be no desire to solve my problem. I just get told we will escalate and I should contact Afrihost again. When I contact Afrihost again, I talk to a different person (email, phone) that simply tells me the same thing. If I ask, what are the next steps and when can I expect this to be resolved I get the same answer : We will escalate.

This is unbelievable and a person cannot even call this bad customer service as there is NO customer service. We have been a client of Afrihost for more than 6 years and have multiple fibre packages. I even phoned the switchboard to speak with someone Senior and was told this is not possible, I can only email. Gian is very quick to send promotional emails, I wonder whether he is aware of the non- customer service in his organization.

Can someone please help? ***