SERIOUSLY BAD SERVICE

AFRIHOST Account No: 2*** Order No: VR - 26121 - 67053

Hereunder is a brief explanation of my matter.

For ease of reference, I have detailed the sequence of events in chronological order & have drawn focus to the time period after I had made the required payment of R529.00 on or about 22.01.21 in lieu of the 40/20 mbps package that I had taken from Afrihost

Of note, to quote PRECISELY what Afrihost had said, I have directly copied & pasted the relevant parts from their said emails which I am sure you would be able to easily verify.

22.01.21 Afrihost emailed me to say that they had submitted an Order Request to Vumatel to complete the installation process.

26.01.21 Afrihost emailed me to say that "We just wanted to keep you in the loop with what’s happening - You’ll be glad to know that we’ve submitted a request to Vuma Reach to install fibre to your premises. Afrihost again confirmed this & said that my Order was being processed.

29.01.21 Afrihost emailed me to say that "Kindly note that I have sent a request for Vumatel to get a contractor to contact you to schedule an installation appointment." Ticket ID: INP-***2

31.01.21 I emailed Afrihost to "Please let me know on the progress regarding the installation by Vumatel."

01.02.21 Afrihost emailed me to say that "I can see that your fibre order is currently under "Awaiting Network Completion" status at Vuma side. So I have contacted Vuma team to check the approximate ETA to complete the installation. We shall update you once we get further feedback from Vuma team. Kind Regards Sreejith C Afrihost Support Ticket ID: INP-***2 Department: Fibre Support Priority: High

01.02.21 I emailed Afrihost to say that "I truly hope that Afrihost/Vumatel is not going to give me the runaround. Fyi.... Vumatel had completed installation of fibre in our road in Oct 2020. I am therefore truly confused when you say that the system reflects as "Awaiting Network Completion."

02.02.21 I emailed Afrihost to say that I received an email from an ISP, viz Connection Kings about installing fibre at my home. I asked Afrihost if either they or Vumatel had authorized this.

02.02.21 Afrihost emailed me to say that "Please note that the installation is completely managed by Vuma itself. I will suggest you to please contact Vuma and check whether the contractor(CONNECTION KINGS) is approved one or not." Vumatel: *** / *** Kind Regards Sreejith C - Afrihost Support Ticket Details Ticket ID: INP-***2 Department: Fibre Support Priority: High

02.02.21 I checked with the said company & emailed Afrihost to say that Connection Kings was not at all part of or appointed by Afrihost or Vumatel & that their Sales Team had merely called as they routinely do.

02.02.21 After that was clarified, further & following on the advice in the email from Afrihost I contacted Vumatel telephonically. Vumatel says that although my address showed that I was able to fully get fibre at my home, they could not pick up any order request from Afrihost or any ISP on their system. They said that I must get back to Afrihost & get the Order No.

02.02.21 I telephoned Afrihost as well as emailed to relay the info from Vumatel. Afrihost says that they think Vumatel is not picking it up, probably because Afrihost had submitted a Manual Order Request to Vumatel today & advised that I contact Vumatel AGAIN as the order was definitely reflecting on their Afrihost System.

02.02.21 Once again, I telephonically contacted Vumatel & this time spoke to a Senior Supervisor, viz Noluthando Ndlovu. Even before I could say anything further, she stopped me after just hearing the prefix in the Order No. which is VR-26***3 & which was provided by Afrihost. She stated unequivocally that "Vumatel DOES NOT cover or have ANYTHING to do with INSTALLATIONS in the Chatsworth area & that AFRIHOST should know this & not give out the INCORRECT information to its customers & should not give out their (Vumatel) numbers to contact. Furthermore, she said that "Afrihost knows very well that it is VUMAREACH & not VUMATEL that covers Chatsworth & importantly VUMAREACH cannot be contacted by customers as they do not have a Call/Customer Service Centre & as stated earlier, Afrihost is incorrectly giving out the VUMATEL NUMBERS to contact."

02.02.21 I emailed Afrihost & basically relayed verbatim precisely what Vumatel had said in this regard. Furthermore, I stated that" I am EXTREMELY DISAPPOINTED with all this run-around & kindly request that Afrihost resolve this issue URGENTLY."

I tried telephoning Afrihost but a recording said that they were closed after 4pm.

AS AT END OF THE DAY ON 02.02.21, THIS WAS THE LAST COMMUNICATION BETWEEN AFRIHOST & MYSELF.