*********** staff and disgusting service received from Afrihost

Hello Peter

On the 24th August 2025 we had a break in our fibre line which we reported on the very same day to Afrihost. We were told it takes 3 days for Vuma to assign Technicians to come out and fix the line. On day 4 no technician pitched and I contacted Afrihost who ensured me they would escalate the issue. On day 7 after the initial report, two Technicians pitched but couldn't fix the problem, they needed another group of technicians to repair an outside box before they could connect my fibre line again. The technician left us with a cellphone number from which he said he would whatsapp, well guess what after two weeks, no calls or contact from Vuma or Afrihost. I contacted Afrihost a number of times which we have proof of including reference numbers and again we were assured that they will escalate this. I called the day before we went on holiday including sending them an email saying we will not be home. Guess what, they send Technicians the 4 days that we have already told them we were not available. Now the nightmare doesn't end there, I continued calling and asking Afrihost when the technicians are coming out, we have given them both numbers, mine and my husbands but nobody contacted us. Baring in mind, I study from home and had to miss class since then. Eventually our services was restored on the 12th September for which I requested a refund for the time the line was off because we pay in advance, and I was asked to send bank details which I did. Afrihost then said they would only pay for the time it was off until the technician came out and we were not available which I queried because this was not our fault but a miscommunication between Afrihost and Vuma. I was then told the refund would takes 14 days, I queried it yesterday as I have not received any refund. I was demanded by Anthony Mthembu to send a bank statement from the 1st September 2025 to date so that they can check whether we have received the refund, after I told him I am not comfortable in giving confidential info and I am very well knowledgeable of checking my own bank statements, and being an accounts manager myself. I eventually sent through the bank statement and this is the response I received which I am livid about because these vultures deducts almost R900 upfront from my account every month but cannot deliver a service. I want to contact Legalwise so that I can have them exposed for this **** service and not having their clients best interest at heart.

Hi Yolanda

I trust that you are well.

Thank you for the response and please accept our apologies for any inconvenience caused.

Unfortunately we were told that the credit will not be processed as confirmed by our Fibre feedback team after further checks. All the information was provided to Vumatel to credit and unfortunately we cannot credit directly as we do not manage payfast or easypay transactions.

Once again, we're sorry to hear that you wish to cancel your service with us. If there is anything we can do to keep your account with us, please let us know.

Herewith the cancellations steps > log into clientzone > go to connectivity > select the product on the right hand side > edit package and cancel.

There is no 30 day notice for Vuma reach products, if you cancel today the service will terminate at the end of the current month. A new ISP can take over from the 1st of November.

Regards

Anthony