Pathetic Service

Sent an email to Afrihost on 10/06/2019 - no response Sent an email to Afrihost on 11/06/2019 - no repose

Tuesday, 28 May 2019 – Placed order with Afrihost for a 10Mbps Home Uncapped Fibre Octotel

Wednesday, 29 May 2019 – Order confirmed by Afrihost. Contacted by Octotel to book an appointment for installation

Friday, 31 May 2019 – Octotel installs fibre line at my flat

Monday, 3 June 2019 – Line in connected. Struggle to setup router

Tuesday, 4 June 2019 – I phone Afrihost for help setting up router. Spoke to Lebogang, who emailed instructions to me and promised to schedule a call back between 18:00 – 18:30 to ensure that I was able to setup router. No phone so my mom sends Afrihost a message on Facebook, eventually get a call back at 20:53 from Cynthia. Cynthia advised Lebogang never scheduled the call back. Cynthia helps to setup my router however I have following issues: My Laptop connects to 2.6G wifi but is limited and I have no internet access. My mom cellphone connects to 2.4G wifi, she can browse but the connection is very slow Mom’s PC connects via cable but connect is very slow My cellphone doesn’t pick up the 2.4g or 5G wifi Cynthia tries her best but cannot solve my problem, so she schedules another call back for 4 June 2019 between 18:00 – 18:30.

Wednesday, 4 June 2019 – I receive a call back from (I don’t clearly the name) Siphiwe, who goes through all the steps but still cannot solve my issue. He said will arrange for a courier to call me on Thursday, 06/06/2019 to schedule collection of my router so that it can tested.

Thursday, 06/06/2019 – Afrihost deducts the amount of R529.00 from my bank account.

No call from Afrihost or a courier

Friday, 07/06/2019 - No call from Afrihost or a courier

Monday, 10/06/2019 (12:30) – no call from Afrihost or courier

Based on the above I would to know:

When is my issue with the 10Mbps Home Uncapped Fibre Octotel line going to be resolved? How is my issue going to be resolved? I would like a reasonable and justifiable answer as to why I have been charged for a 10Mbps Home Uncapped Fibre Octotel, even though I am not able to use the Fibre line Please explain to me why Afrihost deducted the money from my account when I have been in contact with Afrihost regarding the issue, I am STILL experience with the Fibre line

Nobody at Afrihost has taken the time to follow up, keep to promises made (well, beside Cynthia but she could not solve my problem) and nobody could be bothered to solve my issue. Afrihost has taken my money for a product that does not work and delivered no service in any sense. Now I need to spend more to top-up my data because I have wifi at home that doesn’t work therefore I need to use my mobile data.