Support agent mentally unsound and abusive.

On Saturday I woke up to no internet. Devices which are internet dependent like internet radios and Netflix TV's and so on weren't working. I looked at the community Whatsapp group and it seems that a few people in out community were having similar problems. I looked at the ONT which seemed fine and rebooted my router and internet access was restored. A n hour or two later the ONT developed an issue again and I lost internet access again. This is a worry because I use the link for work during the week, so an unstable link is something that it would be better to fix over the weekend in preparation for the week. I contacted Afrihost support over their Whatsapp support line. I had first to fill in a form which would give information to the agent when they joined the conversation and then to wait a little while for the support request to be acknowledged but after fifteen or twenty minutes the conversation started and Afrihost's systems posted a generic message into the chat.

Somebody named Jackson R joined the chat, gave me the generic apology for the long wait and asked for my e-mail address which I gave him (I greeted him and gave him the details he needed to deal with the support query).

He went away for six minutes and then he asked if I was still there. I acknowledged that I was and then he responded with :

"Apologies for the wait and I suggest restarting your router to troubleshoot the issue. This can be accomplished by using the wall switch to turn off the fibre box and router. Please switch them on again and try to connect after waiting for at least five minutes to determine if the issue still exists."

I explained that I had already restarted the router and that the problem was broader than just my router, that the issue was with the ONT and Link and that it was neigbourhood wide.

He responded "Do you not want to test?"which I found quite aggressive, given that I hadn't been asked anything about a test. I responded with "I have restarted my router, so if that's the test then I have already tested." to which he answered "With me, no that means you did it on your own." His response was very quick to come back and I was still typing mine when his came in the seconde part of mine was "When I restart the ONTY and after a long time it is able to get connected again then if I restart my router the connection is restored"

To which he responded "NOT WITH ME."

The rest of the conversation with him was him implying that I was in some way stupid or incapable, so abusive. From a few things he said I got the sense that he was insisting on being thought of as "superior" and at one point her even said "give me respect", even though none of the answers were in any way disrespectful.

I suspect that Jackson R suffers from a mental illness called Narcissitic Personality Disorder. Either way It's entirely unacceptable for a support agent to be abusive to customers.