Terrible customer support. Would give ZERO stars if that was possible!

If you're looking at these reviews to decide if Afrihost is the right ISP for you, my advice is DO NOT sign up with Afrihost! Their internet service is fine and their products adequate, but their customer support is very disjointed and if you ever have a legitimate issue, you will really struggle to get it resolved. Most of the people here who've given Afrihost a good rating here have never had any major issue they needing resolving. Trust me on this one.

Issue 1: The previous tenant accidentally took the ONT (fibre) box when they left. Ok, not Afrihost's fault. But I then had to sit without internet for 3 weeks (I work from home) where Afrihost was unable to get this issue sorted out with Openserve. They kept sending me disjointed messages that showed that lots of people were trying to pick up on the issue without context. We kept going round in circles. I even got a message one time saying that there was no infrastructure in my area - um previous tenants had fibre! How did this get resolved? I phoned Openserve myself, who immediately booked to come and reinstall my internet the next day. Openserve's customer service is amazing as they phoned me back a couple of times to check my issue had been resolved. Afrihost offered a half-hearted apology but no explanation as to why they couldn't do something similar.

Issue 2: I was having an issue on video calls where the video kept lagging, with a message "your internet connection is unstable". I contacted Afrihost and after chatting to to 4 different tech helpers (none of which made notes as to what we were chatting about so each time I had to start again), a minimum of 4 hours on the phone and loads of tests, we narrowed the problem down to my 2 month old router (from Afrihost). We reset the router multiple times but the problem did not resolve. They said that I needed to send the router back to them to get it looked at. They did not provide me with a backup router in the meantime (luckily I had a previous router which I set up). They then charged me R250 to collect the router. I received the router back a few days later. The box had been opened but there was no communication as to what they found and what they had done to fix the problem. I contacted them to ask and the helper said that they didn't know what the problem was and there was no way for them to find out as they don't have access to the technical details. They suggested I submit a complaint via email. :/

Completely useless. Please save yourself the frustration!