Terrible service and faulty product.

Dear Anita M,

I refer to our recent conversation regarding the “return” and cancellation of the product supp**** to me for the various reasons listed below:

1. The router supp**** was delivered late. 2. I could not access the router via it’s terminal. Password was not given. 3. I could not access the Wifi that was set up in advance. Again, the password was incorrect. 4. The internet itself worked intermittently. Support requests were logged with NO response received. I eventually connected my own router that worked. 5. I was ridiculously throttled and shaped on the uncapped package. I was unable to download an app via the Google Playstore on a 10mbps fibre line whilst being able to stream a Full HD film or series episode. 6. I am still being throttled on the Deezer and Podbean platforms as I am unable to stream a single song or podcast without interruption. 7. Support has been incredibly poor. 8. I changed from the uncapped package to the capped package within a few days and cancelled the entire package days after. I was still charged for a service I am trying to return. I have protections as per the CPA. As a consumer I am being taken advantage of. 9. During our conversation, you imp**** that I was lying regarding the installation costs. You mentioned that I would be charged for the installation, regardless of the “return” of my product, at which point I pointed out to you that the installation was already pre-installed by the supplier Frogfoot. 10. You assured me that the charged amount for November would be reversed and the connection cut, this has not happened. I am unable to connect another supplier until you cut the connection with Frogfoot, effectively forcing me to use your services.

Therefore I demand the following:

1. A letter stating that the router was RETURNED and that no settlement is required. 2. A letter stating that you did NOT do the installation and that no settlement is required. 3. The reversal of the payment of R697 for the fibre service for the month of November. 4. The reversal of the payment of R99 for the return of your faulty router which I am returning on the grounds that you have violated your responsibility towards me as a consumer. 5. Communication! Especially notifying me when the service has been cut so that I can obtain a different supplier. 6. An apology for the terrible service received and frustration I have had to endure to fix this mess and your insinuations that I am a ****.

Below is a copy of the supports requests. I have been a long time supporter of Afrihost, with a different account, with a variety of products. Your service was unmatched. I am saddened that this has become one of the most frustrating supplier experiences of my life.

I expect your response ASAP!

Quintin Claassen

From: Thabang J - Afrihost.com Sent: Sun, 05 Nov 2017 at 11:09 Subject: Throttling Ticket: IZO- ********** 3 Hi there, Quintin trusting that you're well and thank you for your valued email. apologies for the late reply please login into your client zone and request a return on the router and digital planet will come for it but just to warn you there could be charging for the router afterwards thanking for contacting Afrihost and if ever you further assistance please do contacts us Kind Regards Thabang J - Afrihost SupportAfrihost.com Pure Internet Joy! Please visit your Afrihost Client Zone, https://clientzone.afrihost.com to activate your account, update your details, make changes to your account and packages and much much more. From <https://clientzone.afrihost.com/en/#/en/my-support/tickets> From: Quintin Claassen Sent: Wed, 01 Nov 2017 at 12:23 Subject: Throttling Ticket: IZO- ********** 3 Please respond! I am trying to return this entire service. It still continues to be a painful experience. Please arrange for the return of your router and the refund of this month's data. Your product has been defective and poor. I have received no feedback! Reply to this thread Mark as resolved From: Quintin Claassen Sent: Sun, 29 Oct 2017 at 12:26 Subject: Throttling Ticket: IZO- ********** 3 I forgot to mention that I also logged a query when I had no internet, even though all connections were on and green, for an entire weekend. I received NO response regarding this query! Thank you From: Quintin Claassen Sent: Sun, 29 Oct 2017 at 12:23 Subject: Throttling Ticket: IZO- ********** 3 Dear Gerhard, I am undoubtedly still being throttled or shaped. When I use streaming services from my mobile devices, such as Deezer and Podbean, I am unable to complete even a single song without interruption. As soon as wifi is switched off it streams perfectly with relatively poor signal. Before I moved to the capped option I could not even download an app on fibre. Meanwhile, I can stream full HD video from my Apple TV without any lag. I have always been a supporter of Afrihost but this service and product is unacceptable. Just the delivery of the router took forever. Lastly, I do not remember seeing that I would be charged for the router should I cancel the service, however, I want to make absolutely sure that I will not be charged. I do not want the router or you services as it has been poor and is still not fixed. Please organize for the pick up of your router asap. Thank you Quintin Claassen From: Gerhard N - Afrihost.com Sent: Wed, 25 Oct 2017 at 00:38 Subject: Throttling Ticket: IZO- ********** 3 Hi Quintin I trust that you are well :-) I apologise for the major inconvenience caused. Regarding your issue I have run an audit on the account to make sure that your shaping policy is correct at the radius server. Please test the account and let us know if your connection is now better. Regarding the data usage in Clientzone. I have sent this issue to our Dev department in order to assist I apologise for the inconvenience. Please let us know if you need anything else. Thank you and have a great day! Kind Regards Gerhard N - Afrihost SupportAfrihost.com Pure Internet Joy! Please visit your Afrihost Client Zone, https://clientzone.afrihost.com to activate your account, update your details, make changes to your account and packages and much much more. From: Quintin Claassen Sent: Tue, 24 Oct 2017 at 13:56 Subject: Throttling Ticket: IZO- ********** 3 Message to MyConnectivity: I moved from uncapped to capped because I was being throttled. I believe I am still being throttled especially on phone as music and podcast apps are unable to stream. The website still shows unlimited data remaining which is incorrect. Please assist as everything regarding the fibre has been terrible. Please also organize for the pickup of the delivered router. Thank you ======= Visitor Information ======= Name: Quintin Claassen Email: ********** Footprints: 1 IP Address: 165.73.120.125 Visitor ID: 044c0a8****3ff6d7602f943ee075221 Clicked From: https://clientzone.afrihost.com/en/ ====== Message sent via Live Chat leave a message. to: MyConnectivity From <https://clientzone.afrihost.com/en/#/en/my-support/tickets> From: Quintin Claassen Sent: Sat, 07 Oct 2017 at 16:40 Subject: Afrihost:: Support Request Ticket: PHQ- ********** 2 Hi, My connection is down even though everything is connected and all lights are on. Please help! [Image] Quintin Claassen From <https://clientzone.afrihost.com/en/#/en/my-support/tickets>