Prices go up when service goes down

As a result of my unsatisfactory interaction with Lindokuhle, I had to go onto social media (X) just to lay my grievance. I was then advised by Sbongile via DM that there's maintenance in my area until 31 March, yet Lindokuhle had told me there was none. How do you expect me be happy with having paid in full for a service I'd get partially? That's why I specifically asked about reimbur*****t for the downtime, but Lindokuhle was more than happy to refer me to business packages that I should reach out to Vumatel about when I laid a grievance with the fact that I work from home. So my child must also reach out to Vumatel for homework packages too? I've just responded to Sbongile via X today because having no WiFi and moreso no compensation for a package I paid for in advance isn't working for me.

Hi Sbongile, the issue with Vumatel maintenance has really impacted not just me, but my child as she isn't able to do homework. It's not an inconvenience as one would think but actually a standstill of my household and if this is to for a week, I would think Afrihost consider reimbursing a week of non service considering I've already paid for the month in full. Not only do I now need to literally leave my house to spend money at a cafe just so I can access internet, but I had to drive all the way to Midrand from Westdene just so my child could complete her homework at a friend's place. When I spoke to Afrihost via WhatsApp yesterday, the agent explicitly told me that there's no outages in my area. The agent in question Lindokuhle M appeared more at ease to let me look for an alternate service provider due to their incompetence and non compassion about how Afrihost has literally brought my daily running to a standstill especially when you know everything runs or functions with internet, the most being that I can't work and my child can't do her school work. Instead of understanding my plight, Lindokuhle told me Afrihost is the middle man between me and Vumatel and that Vumatel doesn't reimburse clients (and I quote):

"Kindly note that we are the middleman between the client and Vuma. If the issue was the router, we were going to look into it, but the issue is with the line itself, and unfortunately, we have no control over it

nothing regarding your area or we have not received communication from vumatel regarding outage

regarding working from home , Please note that Afrihost provides internet primarily for home use, not for business or work-from-home purposes. I would advise contacting Vumatel directly to explore their business internet packages, which are better suited to avoid frequent service drops and ensure stable connectivity"

Yet I pay my advance subscription to Afrihost. The sheer stupidity of putting salt to wound by offering me alternate business packages that I can discuss with Vumatel because I work from home was the last straw. I don't think they were ready to come to work on a Monday just judging by their lack of grammar or knowledge when chatting with me. Moreso, as I had to resort to coming to X to further complain only to be told as an afterthought that there is a fault in my area is highly reactive and Afrihost should've been the wiser to let me know upfront. Worse, Vumatel had told me via SMS on 20 March that maintenance had been completed. So now what's all this maintenance that is going to run for an entire week? What must my family do in the meantime when we have deliverables to submit? Don't apologize about inconvenience, I just want a solution to what I must do to be able to work without extra costs, and how my child is to complete her homework without feeling tired after a long drive back home. I have 2 lines in different places with you guys, and your prices have gone up yet you don't consider the disservice and dissatisfaction of customers when you engage with us. Absolutely no empathy and I've been with you for many years, but Lindokuhle your Ambassador would rather soon end the chat instead of trying to retain me when I suggest looking for a service elsewhere. In my interactions with you Afrihost, I've never rated you poorly, but my experience yesterday and I guess for the entire week to come without any thought of how my household is to function is what broke the camels back. I expect a reduction in the next debit order for the downtime, failing which I'll reverse the entire transaction and cancel both lines in JHB and DBN.