Unfair Contract Terms, Lack of Communication & Unreasonable Termination Penalties

I have been an Afrihost customer since 2019, using the same fibre line without any issues. Earlier this year, due to personal circumstances, Afrihost attempted to debit my account on the agreed debit date but there were no funds available. My account was terminated without my awareness. When I discovered this, I immediately contacted Afrihost, and my account was reopened.

At no point during this process was I informed that reopening the account meant I was being placed on a new line, or that this meant new contract terms would apply. Had I been made aware, especially about the 6-month minimum term and 2months cancellation notice, I would have made a different decision.

Today, due to unforeseen circumstances, I contacted Afrihost to request cancellation as of Friday the 21st, or at the latest the end of this month. I am required to vacate my residence on Friday as I am scheduled for a hospital procedure and need to move in with someone who can take care of me.

Despite explaining this, I was told that I must give 2 months’ notice and that cancellation will only take effect in January. I was also told I would need to pay a penalty fee. This is extremely unfair, as: 1. I have been using the same fibre line since 2019. 2. I was never informed that the reinstatement after the failed debit constituted a new line or new contract. 3. I should not be liable for penalties or extended contract terms I was never advised about. 4. I cannot continue paying for a service I will not be using, in a property I am vacating for health-related reasons.

I am asking Afrihost to please explain: • How my original line from 2019 suddenly became a “new line” without any communication? • Why I am being held to terms I was never informed of? • Why I should be charged a penalty fee for a service I have maintained for years?

I request that Afrihost show fairness and assist by allowing immediate cancellation without penalty, given the lack of communication on their side and my medical circumstances that require me to move urgently.

I would appreciate a swift response and resolution.