Poor customer service ***

I wish to formally express my dissatisfaction with the manner in which my reported internet connectivity issue has been handled, as well as the unacceptable level of customer service received from Afrihist support team.

We logged a call on 31 October 2026 regarding the lack of internet connectivity. We were assured that the matter would be logged, and we subsequently received the reference number provided above. However, despite the report being logged, we have received no communication regarding progress or resolution.

We have made several follow-ups, as detailed below:

1 November 2026

- At 10:30, we contacted Zanele from Afrihost, who advised that the matter was still pending. - At 14:00, we followed up with Laurine, who informed us that the delay was due to a maintenance issue.

2 November 2026

- At 10:00, we spoke to Skhumbuzo T, who advised that the matter was still pending. - At 14:50, we contacted Afrihost again and spoke to Samuel M, who also confirmed that the matter remained pending. - At 19:35, I contacted Afrihost once again and spoke to Bibi, who transferred my call to Precious, the supervisor.

My interaction with Precious was particularly disappointing and concerning. Instead of receiving assistance, reassurance or a clear indication of when the issue would be resolved, I was informed that Afrihost has more than 1,000 clients and does not conduct follow-ups on clients' queries.

This response is extremely unacceptable, particularly coming from a supervisor. Having a large customer base should never be used as justification for failing to provide proper customer support and service accountability.

It is unreasonable to expect customers to continuously follow up on an issue that has already been reported and logged. The responsibility to manage customer queries, provide progress updates and ensure timely resolution should not rest solely on the customer.

We have demonstrated patience and made numerous attempts to obtain feedback, yet the only response we continue to receive is that the matter is pending, without any meaningful update or indication of when our connectivity will be restored.

In light of the above, I request the following:

1. Urgent intervention to resolve the internet connectivity issue. 2. A clear explanation for the delay in resolving the reported fault. 3. Feedback on the maintenance issue cited as the reason for the delay. 4. An indication of the expected timeframe for restoration of services. 5. Management to address the conduct and customer service approach demonstrated by the supervisor during my interaction.

I must emphasise that customers pay for a service and are entitled to receive that service, as well as professional and accountable support when things go wrong.

I trust that this complaint will receive the urgent attention it deserves. I would appreciate a formal response from management, together with a clear resolution plan, rather than another generic confirmation that the matter is pending.

Kind regards,