Service is non-existent

My experience with Afrihost over the past 10 years has been, for the most part, really good. However, the past 3 - 4 weeks has left me pulling my hair out with Afrihost. I can't even say the service is bad because there is no service.

My Fibre connectivity went down on the 22nd June 2020. I saw on Clientzone that there was a fault in Dowerglen which is the adjacent suburb to mine and assumed that this had resulted in the downtime. Eventually by the 25th June I decided to contact Afrihost as I still had no connectivity. The following interactions took place:

25th June 2020 (07:09) - Contacted the Afrihost WhatsApp. No response as they only open at 08:00

25th June 2020 (08:04) - Contacted the Afrihost WhatsApp. Spoke to Richard D, sent him a picture of the ONT Box on the wall. Said he was going to report it as down "as no throughput is picking up". He then confirmed the area was down.

25th June 2020 (11:51) - Contacted the Afrihost WhatsApp. At 12:22 Nomcqibelo P responded. She confirmed that the was no ETA on the connectivity issue and that an update would be communicated to me by their technicians and that she would drop me an sms.

29th June 2020 (08:49) - Contacted the Afrihost WhatsApp. At 09:39 Nomcqibelo P responded. She apologised for the delay as their systems were offline. I responded and the automated "I understand you may need a bit of time..." message. I responded 2 more times but nothing happened.

27th June 2020 (21:09) - Logged a Support Ticket via Clientzone. Minimal to no help there.

29th June 2020 (12:38) - Contacted the Afrihost WhatsApp. Never received a response, just the regular automated messages.

30th June 2020 (14:03) - Contacted the Afrihost WhatsApp. At 15:42 Jan S responsed. I re-explained the story. He said he had reported the matter to the fibre provider and gave me a reference number (15328). He gauranteed me that the matter would be resolved in 24-48 hours.

3rd July 2020 (14:24) - Contact the Afrihost WhatsApp. At 16:06 Jackson R responded. He confirms that they still looking into my issue. I tell him that Im not paying my subscription fees as I have not had any connectivity for over 2 weeks. He advises me to contact ***

I email ***. Explain what has happened. I get an automated response saying "Thank you for contacting us. While you wait to hear back from us, please visit our help centre to get help right away - https://help.afrihost.com.

Through the new Afrihost App, you can manage your products, top up data, make payments, view the network status and more from anywhere. Get the new Afrihost App: https://www.afrihost.com/app When replying, please make sure that the ticket ID is kept in the subject so that we can track your replies." No one has ever got back to me.

7th July 2020 (20:06) - Logged another Support Ticket. At 12:23 on the 8th July Jinson John rep**** asking me to reboot the ONT device and the router again. I've been doing this almost everyday for 3 weeks. Ive responded to him and now I guess I have to wait another day.

8th July 2020 (16:06) - Contacted Afrihost WhatsApp. Its now 16:53 and still no response.

I think its fair to say that the service has been disgusting to say the least. If you miss a payment with Afrihost your internet is immediately cut off but it seems acceptable from their side to string you along for 3 weeks and leave you without internet connectivity. Its extremely unfair to expect someone to pay for a service that they are unable to use because of the incompetence of their staff members.

Really dissapointed in Afrihost. Once the issue is resolved I'll be contact alternative service providers. I can't continue like this.