Ongoing Fibre Speed and Connectivity Issues – Complaint and Request for Resolution

Subject: Ongoing Fibre Speed and Connectivity Issues – Complaint and Request for Resolution

Dear Afrihost Support,

I am writing to formally lodge a complaint regarding a recurring and extremely frustrating issue with my fibre service.

Every month, without fail, from around the 20th until the end of the month (sometimes even into the first few days of the new month), I experience noticeable slowdowns in speed, unreliable connectivity, and in some cases, complete inability for certain devices to connect to the internet. This issue is particularly concerning as I am on a Pure Uncapped package, which should not be subject to throttling or shaping.

I have had Openserve technicians out to check the line, and they confirmed that everything is in order on their end. This points to the issue lying with Afrihost’s infrastructure or policies.

What is even more frustrating is the repetitive support process: every month I am forced to contact your support team, explain the issue all over again, and go through the same scripted troubleshooting steps (line tests, connecting laptops directly, etc.) — all of which have not provided a lasting solution.

I am spending over an hour (and in some cases more than two hours) each time, just to temporarily fix an issue that inevitably comes back the next month. This is not acceptable. As a paying customer, I expect consistent, reliable service — especially when I am on an uncapped, premium package.

I would like the following:

1. A detailed technical explanation as to why this recurring slowdown happens each month. 2. Confirmation that I am not being throttled or deprioritized, as this would be in breach of the Pure Uncapped terms. 3. A long-term resolution plan so that I no longer have to waste hours each month contacting support. 4. If no satisfactory resolution can be found, I will be forced to consider *reporting this to ICASA and exploring alternative service providers.

Please escalate this matter to a senior technician or manager, as I am no longer willing to go through the basic level 1 troubleshooting that has proven ineffective.

I look forward to your urgent and comprehensive response

Sincerely, MH DE GOUVEIA *** ***