Shocking Service

Hi There,

I trust you're well. I'm not sure who this is going to be received by because at this point, between AFRIHOST & OCTOTEL, I can honestly say, I've never had worse service.

I notified AFRIHOST at the start of May that I was moving to a new apartment at the end of the month & would need to move my fibre to my new apartment after May 31st. I was explained that I needed to notify AFRIHOST of my disconnection & then 10 days before I intended to move, I should call AFRIHOST again & apply for a migration or installation. When I did that, I was told by the now 2nd Rep that I could have done everything the first time I called to disconnect. This current Rep then went through the process with me in Client Zone, to apply for my installation in my new apartment, once completed he said OCTOTEL would contact me & attempt to have my fibre ready before I moved into the new address. A week went by & I heard nothing from OCTOTEL so I called AFRIHOST again, & the now new Rep informed me there was no record of my installation request on the system, nor a record of the Rep I had dealt with at the time, despite me receiving a mail & sms from "Gian at AFRIHOST" on May 20th, asking how my experience was with Sifiso Mbele? This now new Rep, (I think now the 3rd Rep I had spoken to), again assisted me to apply for the installation for my fibre at my new apartment online, but not through Client Zone, he again also told me that OCTOTEL would be in touch... AGAIN DAYS WENT BY, & I HEARD NOTHING FROM OCTOTEL. I called AFRIHOST again, & this time spoke to a Rep by the name of Kumani who said he'd looked on the system & apparently OCTOTEL did not have permission to enter the building & needed permission from the Body Corporate, it was also dicovered that my original request for installation that coud not be found the last time, had magically appeared & that there were now 2 inatallation requests for my fibre to be installed at the new address on the system, so one was cancelled I believe. I asked Kumani if he could call OCTOTEL & explain that my Estate Agent said he didn't see a problem with the installation, & that they could contact him directly to discuss. Kumani said he was not allowed to call... So now, I took the situation into my own hands having received little or no assistance from AFRIHOST. I called OCTOTEL & spoke to Charl Witte who was very fami**** with my apartment block I was moving into, & said he had floor plans for fibre installation there, due to two other pending contracts for fibre with new Tenants. Charl was very helpful & had my details infront of him from my existing contract I was attempting to migrate/install. He sent the floor plans to my Estate Agent, who in turn sent them onto the Body Corporate. On Tuesday June 4th Charl made a visit to my apartment & said the laying of the cables would be easy as there was an existing channel & the fibre would be fed through my AC into my living room, giving just me at this point, OCTOTEL fibre, as I have the last apartment on the side of the building. The Body Corporate approved the process, but then from there Charl just did not respond to any mails. He told the Front Desk of my Apartment building, that installation was delayed due to weather & would be done no later than last Friday or Saturday, which never happened either. I called AFRIHOST again & spoke to a Rep called Lebo & he said that on the system OCTOTEL were awaiting permission from the Building Manager? This was not the case as OCTOTEL already had permission. Lebo said he was calling OCTOTEL & would find out what was going on & he would come back to me in a couple of hours, he never did. I mailed Charl regarding the information I was told by Lebo at AFRIHOST & asked if he could please give me feedback. He never responded.

Charl arrived at my complex on Monday I believe, to take photos of the area, & he then said that he needed a Quantity Surveyor to come & take look before going ahead? This was told to me by the the Front Desk of my Apartment block. I called AFRIHOST.... AGAIN, spoke to yet a new Rep who said that on the system it said OCTOTEL were waiting for the Quantity Surveyor, this Rep took Charl Witte's email & asked for my ID number to marry that with my account details. This Rep again also said they were contacting OCTOTEL to follow up & see what the hold up was as he said often they just go quiet if there are costs involved, but that he would get back to me & let me know the present situation, however, prior to that, Charl had informed Gift at our Front Desk, that there were no costs involved. Needless-to-say the AFRIHOST Rep AGAIN, NEVER came back to me...

I am more than dispappointed & highly offended by the way I have been treated by both parties after bieng a good paying Client with AFRIHOST since 2014.

I wrote this same mail to AFRIHOST CUSTOMER SERVICES in the middle of last week & I received a ticket to say someone would be in touch. Surprise, surprise, I’ve heard from no one & am STILL without my Fibre migration, paying through the nose for data bundles...

Livid, Paula