TERRIBLE service - no accountability for their error, not caring about customers, took a month to get hold of them.

Absolutely worst service I've ever had, their lack of accountability and lack of customer service was shocking. I had no internet for a month, because they entered the wrong address in their system. It cost me R500 in data during that month. I logged 30+ tickets and every day got notified that the ticket was logged as successful.

A week after signing up, the fibre company in the area upgraded, which is fine, but there was NO notification from Afrihost prior to this. They should inform you before you sign up. I am low income and couldn't afford the increase, if I had been notified I could have made a plan to do LTE or to budget for the increase.

Then with the above issue of not having internet, I only found out from the fibre company, who was great, as the technician arrived at a different address and called me. There was NO mention from Afrihost about the error, and NO accountability taken when I did raise it. It still took a week or so to get hold of them, after logging multiple tickets and emailing with no replies. Eventually one of the whatsapp support gave me the number for the accounts team and only then I was able to call and get hold of them.

The whatsapp support was excellent, I just want to say that. But the accounts team and upper management or whoever is in charge of their "policies" does not take accountability.

After 5 months in my rental, I moved to a new one with 1 month leftover. I asked if I could cancel so I don't have to pay a month extra that I'm not using, and as per their policy it had been 5 months and therefore can't cancel. Fair enough. But I asked if I could be compensated for the R500 I lost out on, and I wouldn't have even minded had they said they can't but they apologise and take responsibility for their error, but they didn't.

Marius D who is in charge of afrihiost retentions, multiple times, passed the blame onto the fibre company, saying they've already billed them. There was not a single instance of accountability from the team for the error, for the money I lost, and for the stress caused. All it would've taken would have been a sincere apology for the error and some compensation for the trouble caused. Other businesses do that all the time.

Please do not go with afrihost, they have been a nightmare and upper management and accounts do not care about the customer. They hide behind whatsapp where the real people who do care are. They hide behind the fibre company by saying the fibre company did the upgrade etc. but in reality they should be notifying their clients of price increases, especially if it's gonna happen a week after signing up. They remain uncontactable as much as possible to protect their asses, and hide behind policies instead of caring about the customer.

They should have policies to check for user error before logging a ticket as successful, they should be in closer contact with the fibre company, they shoudl allow the user to contact management more easily. They should apologise and acknowledge if a user error was made. It shouldn't have been my job to spend hours daily on trying to get to the bottom of it, and then hours further trying to notify them of their own error!

I hope afrihost sees this and does something to change their policies and the way they work.